Jetstar warned about future conduct
MELBOURNE – While Jetstar was busy selling 5,000 fares for just five cents yesterday – a promotion aimed at taking the spotlight off tomorrow’s launch of Tiger Airways on Australia’s domestic network – the airline was being told to treat its customers better or face possible action under the Fair Trading Act.
Consumer Affairs Victoria says the aggressive Qantas offshoot is the subject of a disproportionate number of complaints by airline passengers.
In its annual report, tabled in Victoria’s Parliament and reported by The Age newspaper, Consumer Affairs said many of the complaints related to Jetstar’s enforcement of contract terms and conditions such as the stipulation that passengers who fail to check in 30 minutes before the scheduled departure will be denied access to the flight and forfeit their fare.
“Most airlines have similar contract terms and conditions, however the volume of complaints suggests that Jetstar is more rigid in enforcing these,” the report said.
“Jetstar has shown reluctance to resolve complaints when contacted,” it said.
The report said 39 percent of complaints about airlines between 2004 and 2006 involved Jetstar.
It said “systemic complaints” about Jetstar related to:
■ Cancellation policies.
■ Failure to provide flights on the dates or times booked, or provide adequate or timely refunds.
■ Unsatisfactory service on flights.
■ Failure to advise passengers of travel or visa requirements.
■ Fees, charges and penalties imposed when passengers make, cancel or change flight bookings.
Jetstar spokesman Simon Westaway defended the airline’s record, saying customers had to be aware that there was a “flip side” to cheap tickets.
“We’ve been a popular pasttime for people to criticise in the aviation industry, but the conditions of carriage and how we promote those conditions on our website are very clear,” he told The Age.
“The fact is, with low-fare travel, one of our fare classes has a lot of inflexibility around the ticket — but the flip side of that is that it’s a very low fare.”
Ian Jarrett
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