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  1. #1
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    crackerjack101's Avatar
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    Jetstar, what a bunch of...

    So I booked a return flight through Swampy, Chiangi and onto Darwin returning a week later.
    I do this every 2-3 months.

    Jetstar canceled the flights due to COD19.

    They initially offered a refund.

    Fair enough. I accepted the refund.

    Last week it changed. No refund but a "voucher" to be used within the next 6 months.

    I emailed them; I don't want a fucking voucher, I want my money back.

    No response.

    Is this legal?
    42

  2. #2
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    Did you show where you were offered a refund?

  3. #3
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    crackerjack101's Avatar
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    flights

  4. #4
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    it's not legal, and it's being worked on by authorities

    the problem is that Airlines won't be able to pay their staff and might go bankrupt over the whole thing, so your ticket will be worth nothing at the end

    yes, double fucked, but that's the situation everywhere

  5. #5
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    Airlines prefer to give you a voucher or "keep the amount in a travel fund" so that you'll still fly with them at a later date.

    I've heard several vloggers / tourists "trapped" in the islands here in PI (they preferred not to leave but wait it out), say that their flights to Europe got cancelled. They've been emailing/ phoning the airlines, but in most cases, no reply.

    It's a bad time for airlines & travel industry now. Sorry for your situation, CJ.

  6. #6
    Thailand Expat lom's Avatar
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    Quote Originally Posted by katie23 View Post
    Airlines prefer to give you a voucher or "keep the amount in a travel fund" so that you'll still fly with them at a later date.
    Yes and customer prefers to get the money back immediately since they can't be sure that the airline will exist in the future.

  7. #7
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    Quote Originally Posted by lom View Post
    Yes and customer prefers to get the money back immediately since they can't be sure that the airline will exist in the future.
    Expect several class action lawsuits will be brought on this very issue. Going to be a few airlines go tits up and declare bankruptcy. Both passenger's money and vouchers gone in this case.

  8. #8
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    Interesting news; Nikki, some robot or human chatted to me and resolved everything. All, funds refunded.

    Happy as larry





















































    mtted with

  9. #9
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    ACCC worded the Australian airlines up in the last several days. It was illegal if not in the ticket T&Cs.

  10. #10
    Thailand Expat prawnograph's Avatar
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    I had two return trips booked direct with Singapore Airlines.
    As I am now in a NZ lockdown don't expect to be going anywhere soon.

    Email received overnight
    The validity of the unused portion of your ticket has recently been extended in the form of flight credits, and we are pleased to share additional travel waiver policy benefits that will give you greater flexibility for your future travel.
    Effective 9 April 2020:
    Bonus flight credits are available to adult travellers who have yet to rebook or use their tickets
    Bonus flight credits, which range between SGD75 to SGD500 based on your original cabin class, will be awarded upon rebooking
    Any remaining flight credits, bonus or otherwise, may be used for a second trip
    The flight credits’ validity has been further extended, so travel need only be completed by 30 June 2021
    No action is required from you to secure these additional terms, as they have already been associated with your original booking reference. However, we regret to inform customers with partially flown tickets that bonus flight credits are not applicable to them.
    If you are no longer able to travel before 30 June 2021, you may request a refund, however any applicable bonus flight credits will be forfeited.
    I applied for refund.
    Have an acknowledgment email today that my travel before 31 May will be refunded, but my second return flights for October/November are not eligible for refund, with option to change those dates as far in the future as June 2021.
    Pointless changing at this time, can't guess the situation in 6mths

  11. #11
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    When EVA cancelled our April 23rd return flight back to SF they refunded the cost of the flights within a week to my wife's credit card.

  12. #12
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    Quote Originally Posted by crackerjack101 View Post
    So I booked a return flight through Swampy, Chiangi and onto Darwin returning a week later.
    I do this every 2-3 months.

    Jetstar canceled the flights due to COD19.

    They initially offered a refund.

    Fair enough. I accepted the refund.

    Last week it changed. No refund but a "voucher" to be used within the next 6 months.

    I emailed them; I don't want a fucking voucher, I want my money back.

    No response.

    Is this legal?
    Did you pay with a credit card? If so dispute the charge.

  13. #13
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    Quote Originally Posted by Dragonfly View Post

    the problem is that Airlines won't be able to pay their staff and might go bankrupt over the whole thing, so your ticket will be worth nothing at the end

    yes, double fucked, but that's the situation everywhere
    ^ This. I accepted a voucher for flights totalling 1,400 pounds. Whether the airline will still be around in a few months is a different matter.

  14. #14
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    Quote Originally Posted by hallelujah View Post
    I accepted a voucher for flights
    same...cash is king but vouchers give you hope. Still waiting for my Thai vouchers.

  15. #15
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    I have the same situation with Emirates who are also refusing to give refunds. Their behaviour has been disgusting from the outset. They have a claims web page which has changed constantly from when THEY first started cancelling flights. Initially they were trying to trick people into accepting vouchers for the value of the flights (if the rebooked flight later doubled in price then tough) or refunds tied to the fare conditions of the tickets (i.e for most people just a refund of the tax paid) therefore a lot of money lost. The latest offering is even if you don't claim a voucher they will keep the flight open irrespective if the price has increased and you can use it anytime in the next 24 months and also change destination,as long it's in the same region.
    I'm holding out for now until the date of my flight back to Thailand has actually passed (they've already cancelled one leg of the flight) and see what they're offering then but I've got a section 75 Can I claim on credit card when something goes wrong? email ready (including a recorded call with Emirates) to fire off to Santander if I get no joy with Emirates.

    I received this email today from Air Asia which although not perfect at least communicates the situation very well and at least they are still trying to give refunds when they can.

    When Kamarudin and I started AirAsia nearly 20 years ago, we had a dream of allowing everyone the opportunity to fly. Sadly, that opportunity has now been taken away from us for now.

    It’s an uncertain time. Never could I have imagined it, no one could have predicted it and yet everyone has been touched by it. So I want to be open and transparent with you in this time of uncertainty.

    There’s no denying that our industry has been hit hard, and we are no exception. This is possibly the biggest challenge we have ever had to face. We have no revenue coming in, 96% of our fleet is grounded and we still have significant ongoing financial commitments such as fuel suppliers and leasing agents.

    We are doing everything possible to reduce costs during this time so we can come back fighting as fast as possible and continue to be the world’s best low cost carrier, enabling everyone the ability to fly with our great value and service.

    We are one of the few airlines world over who has kept all of our staff on. AirAsia is a family and there are tens of thousands of Allstars who depend on the business for their livelihoods and the wellbeing of their own families. Kamarudin and I will not be taking a salary during this period and Allstars from across the business have accepted temporary pay reductions of anywhere between 15-75%, depending on seniority, to share the impact this is having on our business. I thank them for their sacrifice and in keeping the big picture in mind as we navigate this together.

    In spite of all these challenges, I want to assure you that AirAsia is strong and remains firmly focused on the future and serving you, our guests. I also want to express my heartfelt thanks and appreciation to all of you for your loyalty to AirAsia and I hope that you and your loved ones are healthy and well throughout this trying time. I’m truly sorry that many of your travel plans have been affected. Like all airlines, AirAsia had no choice but to cancel a large number of flights due to government restrictions in an effort to contain the spread of COVID-19.

    I know many of you have expressed frustration with not receiving a refund for your flights but I encourage you to accept a credit as a good alternative. More than 80 percent of you have accepted our credit offer and we truly appreciate this. Please know that our policy is in line with many operators in the travel industry and reflects our focus on coming out the other side of this difficult period and flying with you again as soon as possible. We have ensured that we adhere to all regulations and requirements of respective governments and consumer authorities and believe this is the best solution. You are among the over 600 million guests who have flown AirAsia and can’t wait to fly with you again once this is over.

    While we strongly encourage you to accept the credit which is instant and comes with a 365-day validity and allows you to change your flight date for an unlimited number of times, we do accept requests for refund on a case by case basis. However, due to the overwhelming number of requests that we have received, it may take a long process of between 12 to 16 weeks.

    I also want to acknowledge the comments I’ve seen about our virtual Allstar AVA. Please know that we take your feedback seriously and my team is making improvements to the system daily. Currently, our team and AVA are handling 10 times the normal volume of queries, which is now at about half a million guests on a daily basis.

    We are working tirelessly, around the clock, to provide assistance to each and every one of you. We’ve mobilised additional support to our customer happiness team, including 1,800 Allstars from other functions, who have rolled up their sleeves and volunteered to help, so more live agents are available to assist you via our LiveChat, Facebook Messenger, Twitter & WeChat 24/7.

    We’ve never had a time like this before and we are doing our best. We are not always perfect but we strive to do all we can for our people and our customers at all times. This is unprecedented but it is also temporary and we will be back, stronger than before, repainting the skies red and making sure everyone can fly again.

    Until then…

    Stay home. Be safe. And look to the future.

    #InThisTogether

    Lots of love,
    Tony
    Gotta feel for people stranded that may have booked several flights then had them cancelled and are left skint, still stranded and holding a fist full of vouchers.
    Democracy is two wolves and a sheep voting on whats for dinner

  16. #16
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    Cash flow is a world wide problem for all businesses, most will not refund but offer vouchers, its the new reality. If you understand business health then THE key metric is cash/liquidity and for years its been ignored so here we are.

  17. #17
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    Very well written explanation from Air Asia - certainly feel for them

  18. #18
    Thailand Expat TheRealKW's Avatar
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    Everyone has a cash flow issue right now

  19. #19
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    ^Flow problems in the US, too. Fed is printing like no tomorrow, but the spigot not wide or efficient enough to handle the demand.

    It'll work itself out eventually, but in the meantime much hand-wringing from (non)working folks all the way up to the top corps.

  20. #20
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    Quote Originally Posted by parryhandy View Post
    I received this email today from Air Asia which although not perfect at least communicates the situation very well and at least they are still trying to give refunds when they can.
    Having spent many hours of the last two weeks trying to get a refund from AirAsia for a cancelled flight I believe it fair to describe "Lots of love, Tony" as an extremely disingenuous PR stunt. Only twice have I managed to get online with a real person. On both occasions the session was terminated as timed-out whilst waiting for the agent to finish typing. On the last occasion I was told clearly that 'The refund option is not available any more.' Not since 23rd March, according to the agent. So either the agent or "Lots of love, Tony" is not relating the truth. I replied that it was not an option, it was a matter of law. And my session got terminated.

    I fully understand the extremely difficult situation that very many businesses face at the moment. If I were in the business of offering interest-free loans to major corporations then I'd take a credit note. But I'm not. Like th OP here, I just want a refund.

    Or, they could have offered a sweetener. Like a credit note plus a B500 voucher towards any flight in the next 2 years.

    Meanwhile, for balance, plaudits to NokAir who answered their phone promptly and immediately promised me a refund direct to my bank.

    Guess which of the two I'll be choosing in the future.

    And if anyone hears of a class action lawsuit against AirAsia (if such a thing is possible here) then let me know.

  21. #21
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    Quote Originally Posted by Iceman123 View Post
    Very well written explanation from Air Asia - certainly feel for them
    they will probably go brankrupt next,

  22. #22
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    I've read that it is actually illegal to refuse a refund and that a voucher is not legal. Anyone know more?

  23. #23
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    Essentially, airlines will be technically bankrupt unless they can halt outflows during this period of paralysis. The choices are clear: either they are protected by part-nationalisation, the terms of which will be settled immediately on the back of an envelope and the tax payer is compensated in time, or they cease trading in which case creditors will receive zilch or notional amounts.
    There will be too much capacity in any case given that demand will almost certainly be curtailed as a consequence of the inevitable global depression so it's probably a good thing some go to the wall now rather than later.

  24. #24
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    There are quite a few that need to become insolvent (not bankrupt and dump their debt on others). I look forward to the needed capacity reductions by weeding out the weakest airlines.

  25. #25
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    Quote Originally Posted by prawnograph View Post
    I had two return trips booked direct with Singapore Airlines.
    As I am now in a NZ lockdown don't expect to be going anywhere soon.
    I applied for refund.
    Have an acknowledgment email today that my travel before 31 May will be refunded, but my second return flights for October/November are not eligible for refund, with option to change those dates as far in the future as June 2021.
    Pointless changing at this time, can't guess the situation in 6mths
    Took a few weeks, received my full flights refund from Singapore Airlines on 12 May, and $ back from travel insurance as well.
    Meantime haven't changed Oct/Nov bookings, may be flying again by then, or option to credit for later

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