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A father is irate at budget airline Jetstar accusing them of profiting from his family’s medical emergency.

Chris Mawn’s daughter Gracie was hospitalised after stepping on a venomous stonefish while on a family holiday.  The family was due to fly back to Sydney from Queensland’s Sunshine Coast when the medical emergency occurred.

In a recent interview with AAP, Mr Mawn and his son flew back home on the booked flight while his wife stayed with their daughter in hospital and rescheduled their flights to the next day.  The flights were re-booked after a Jetstar employee told him that the $550 cost of rescheduling the two flights would be refunded on “compassionate grounds” by the company.

Within a few weeks of the family arriving home, Mr Mawn received an email stating that he would only be refunded $160 of the extra cost.  Despite further contact with the company, the airline continues to refuse to refund the entire amount.

“It just seems deeply uncompassionate and almost looking to monetise the situation,” Mr Mawn said.

To make the situation worse, Mr Mawn has also since learnt that by booking two new fares would have cost the family substantially less at approximately $80 each – a fact that was not explained when he rescheduled the tickets.

Jetstar has defended its handling of the case with a spokeswoman stating;

“We understand some passengers may need to change their flights and have a compassionate policy which applies to a range of scenarios,” a spokeswoman said.  “In this case, on their initial call our team advised the customers they would be provided with a refund of the change fee applied to their new booking if they provided a doctor’s certificate.”

 

Image source: Facebook

  • So – have they provided a certificate? That seems important to know.

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  • A difficult situation to judge. Unfortunately, Jetstar probably do have people trying to scam them with lies, so they have to be wary. Sad, but a fact of life, the liars and scammers always making life harder for the rest of us. I would have looked into booking different flights and working out which would be cheaper. Having recently flown with Jetstar, I tried to book online but it wouldn’t let me. So I called them and tried to book the exact same flights over the phone. Well the price jumped from $400 to over $600! The reason? I was paying for her services :/ She then said she could book me over the phone for the online prices. This dropped it to $500. I said no thanks, I’ll try my luck online. In the time I was on the phone to her (10 mins tops) one flight had increased by $20, but I still got the flights for less then she wanted to charge

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  • How appalling. I hope Jetstar is shamed into providing the refund. It is my least favourite airline – something always goes wrong when I fly Jetstar!

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  • Lke sa

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  • did they provide a doctors certificate?

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  • typical business making it even harder for people already suffering a hardship – what a thoughtless and horrible way to treat paying passengers – shame on the air line

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  • I hope they provided a Dr’s certificate within the qualifying period. That could be an issue otherwise. They should be refunded the change of fare fee.
    I don’t agree that they should be creditted the entire flight tickets as the did use them the next day.

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  • Lke hs

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  • Seriously Jetstar needs to refund full amount, the child was in hospital and I’m sure that meets compassionate grounds.

    Reply

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