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Jetstar challenge to child’s age ‘strands family in Bali’

January 31, 2018 Headline News 2 Comments Email Email

An Australian family trying to board a Jetstar flight back home from Bali finished up being left behind because one of their children had turned two the day before, meaning she required a ticket.

The airline offered to waive the ticket change fees but insisted the two year old needed a ticket, according to a report in the Adelaide Advertiser.

Jetstar refers to children under two as infants. It’s website states: “If your infant is less than 2 years old on your outbound flight, they won’t need an allocated seat on the return flight, even if they turn 2 during your trip. This won’t apply if your infant was booked on separate bookings for the outbound and return flight.”

In the case cited by the Advertiser, however, the family will reportedly still have to pay AUD 900 for their two-year-old daughter to fly to Adelaide after father Xavier Edwards apparently made a mistake when booking the tickets.

Jetstar says Edwards entered the wrong birth date for his two-year old, making it look like his child was under two.

A spokesman for the airline told the paper that staff at Denpasar Airport checked the child’s passport, saw she was two and therefore required a separate ticket. She had turned two the previous day.

“As a gesture of goodwill we have offered to waive the costs to change their ticket for the flights they missed but they will need to purchase a ticket for their two year old like any other parent.”

The situation is complex because Edwards (who was on holiday with his partner and two daughters) decided to extend their trip to celebrate the younger daughter’s second birthday.

Edwards maintains he could not extend the date online and when he tried to check in at Bali airport, Jetstar ground staff denied boarding for the youngest child and demanded he buy a AUD 900 ticket from Bali to Adelaide.

Edwards says the stressful impasse stranded them at Bali Airport. For an Australian airline to strand a family with two young children at a foreign airport as its preferred method of remedy “displays very poor morality towards their duty of care to clients”, he maintains.

Written by Peter Needham

Currently there are "2 comments" on this Article:

  1. bruce weston says:

    hahaha pardon me – oh dear made a mistake with my daughters birthdate but whoops not to worry I am getting her birthday party ready so must let me off

  2. AgentGerko says:

    Call me cynical but you’ve got to wonder when you read about the father mistakenly entering his childs birthdate so as to appear like she was under two. Presumably he received an eticket and receipt which also showed the childs DOB and he mistakenly didn’t notice that either. On an airline like Jetstar where the difference between infant fare and child fare can be very big, the temptation to make a mistake, particularly when we’re talking only a day or two, would be significant.

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