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Jetstar customers hopping mad over outrageous fees

May 25, 2017 Headline News 1 Comment Email Email

Jetstar passengers are furious about the massive fees the airline allegedly charges to change names on booked tickets.

“Hi Jetstar, your fees for a name change are disgusting! So the $150 I was happy to pay is now $601.31?,” wrote Amberlina Ross‎ of Queensland on Jetstar’s Facebook page.

“Because I took up your free return flight from Japan to change a name I have to pay the full return fare? Disgusting!”

Ross was commenting last year to Jetstar Asia, but the indignation is spreading.

Last month, Cassy McManus from Brisbane posted to Jetstar on Facebok the following: “Just a quick query regarding Jetstar’s name change policy. I booked flights to Bali for July 2017 for two people. They are on a starter fare so I completely understand a name change would attract a fee. The fee for the name change is $300. I would be happy to pay this. I was then informed that I would also have to pay a fare difference fee i.e. the difference in the fare from when I purchased the tickets to the price of the same tickets now. This totalled $1140. Over 1.5 times the original purchase price.

“When I queried why I was required to pay a fare difference when I wasn’t changing the flight dates or times, only the names, I was told it was policy. I would like to know how Jetstar can substantiate charging $1440 for a name change? I was also surprised to be told that this fare difference fee applied to all fares (including Flexi) beside the Max fares. To change a name on an electronic ticket would presumably take a total of 30 minutes, and that is being very generous.

“Working on this basis, you are charging consumers $48 per minute to change the name on two tickets. If you could please provide a response stating how this is substantiated and why a fare difference amount is required to be paid when the same exact seats are still in the booking, it would be appreciated. Thank you.”

Nine.com.au yesterday quoted Dyann Prosser from Sydney, who described how she had tried to replace her husband on a booked November flight to Melbourne to watch her daughter perform in a cheerleading competition. Work requirements had compelled her husband to miss the event.

Prosser was asked to pay a fee of AUD 430 to swap out her husband’s name for one of her friends.

“That’s almost three times what I paid for the ticket, I thought they were joking,” Prosser said.

Disappointed Jetstar passenger Andrea Smith from Sydney, felt similarly. She told nine.com.au she and her family were left out of pocket almost AUD 500 after trying to change a name on a booking.

A Jetstar spokesperson told nine.com.au it was standard airline practice for “Starter Fare customers” to pay a name-change fee plus the fare difference between what was paid at the time of booking and the current price.

It helped remove any incentive for people to buy sale fares with the intent of selling them on at a higher price, the spokesperson said.

Written by Peter Needham

Currently there is "1 comment" on this Article:

  1. AgentGerko says:

    Airlines get away with murder and just ignore even their own rules and conditions. Recently wanted to change a flight on American Airlines between Aust and USA. The fare rules simply says “Changes Permitted for AUD400 but when I went to do this it suddenly became close to AUD5000 because they wanted the fare recalculated. Same thing with Etihad from Aust – UK. Their fare had no change fee but they still demanded over AUD1500 because the fare had to be upgraded. Now I’ve been an agent for over 40 years and I know these demands are unjust and even possibly unlawful as their policies are not listed in the rules of purchase, but the airlines couldn’t give a hoot and there doesn’t seem to be any controlling body to stop them. Certainly IATA doesn’t card and the ACCC has ignored me the one or two times I have put specific complaints in writing. I think its time the govt set up a Airline Ombudsman but I fear they’d be swamped within days of opening.

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