Jetstar Difference in Fare More than Listed Fare?

Ljayel on 30/04/2018 - 10:15
Last edited 30/04/2018 - 10:38

I need to change my flight as using the new automated price beat service, It did not show me anywhere to review my booking details before payment so only after I made payment had I realised the date they matched was wrong.

Now I contacted Jetstar webchat to resolve the issue. They were willing to waiver the change of flight fee, however the difference in fare charge - The cost (if any) of the difference in fare was double the listed fares for both the flight I had booked (before price beat) or the listed price of the flight I wanted to change to.

I was told that the fare shown on their website is for new bookings and that the fare used for change of flights is based on something else. I asked repeatedly for them to show me where I could see the actual fare on their websites but was told it was not possible and was constantly referred to the saver fare rules. I told them I had read the fare rules and that nowhere does it mention that the fare used is not the listed fare for that flight for the same fare category (saver), but just hit a constant wall of refer to the fare rules without explanation.

Has anyone experienced this or can enlighten me how they are allowed to use an internal unlisted fare rate when calculating the difference in fare charge? In my view a reasonable person who agrees to the fare rules that allows them to change the flight base on listed change fee and difference in fare would assume it is based on the fare price available at time of change. This seems dishonest as they could jack the unlisted price to anything essentially denying your agreed right to change of fare.

We all know that these airlines make money from fees, but they also have a responsibility to trade fairly withing consumer law.

The details.
Flight booked price $161pp = $322 for 2pax
Flight fare for desired flight $202 = $404 for 2pax
Fare difference would be $404 - what I have already paid $404 - $290 = $114
However They have quoted the fare difference around $300+ excluding change of fare fees.

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Comments

  • blonky on 30/04/2018 - 10:30

    Might be based on the standard (non-sale) fare

    Have you tried calling in again to see if a different person gives you a different price?

    • jayel on 30/04/2018 - 10:33

      yes got a few prices but generally all double the current prices.

      There is no indication that these are sale prices such as original price listed or highlighting the price as sale. even the fully flex fare would be less than the price given.

      • blonky on 30/04/2018 - 10:38

        Sorry just re-read; if they mucked up your dates then I'd be asking for a full refund for their mistake

        Then you can price-match again

        • jayel on 30/04/2018 - 10:42

          Yes, price match is automated now and there is no way I can prove I did not mis-enter the dates. They now send you an email if successful with a link to finalize your booking with a booking number with a limited time to make the booking. The booking page has tabs for 'your flight' and 'passengers' but they don't show any details, only a payment screen. so there is nowhere here to review what you are paying for.

        • jayel on 30/04/2018 - 10:52

          I had looked back at the price beat form and had a play around to see how it could be possible to accidentally select the wrong date.

          I found that even when you select a month it shows dates of other months, When you click a date the calendar immediately closes rather than showing your highlighted date to confirm. The date selection form also has arrow keys activated allowing an accidental mis-selection. These are not defenses but more a comment on how a poor interface design might lead to more mistake bookings.

          I was happy that they offered a good will waiver of the change fee and was happy to pay the difference despite the poor user experience design in ensuring the customer can see what they are agreeing to purchase before they make payment.

  • Thrawn on 30/04/2018 - 11:20

    If they booked the wrong date, logically the price of the airline you matched against would have been different to what you expected ?

    • jayel on 30/04/2018 - 11:31

      I made an estimation of 10% of tiger fare, In this circumstance the price seemed right. I have had a few times where they have beaten a price I had not previously found when doing a aggregator search.

      • Thrawn on 30/04/2018 - 11:40

        Does the price you get for the new date look realistic against the competitor price ?

        If it’s wildly off, then it’s evidence they made the mistake and not you

        • jayel on 30/04/2018 - 11:54

          I was told that price matching is now completely automated so no room for human error. But yeah that also leaves you with little recourse when its you vs. their computer.

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