"Cold-hearted:" The hidden flaw in Jetstar's flight refund rule
A young woman has spoken out over Jetstar’s “cold-hearted” treatment after she and her terminally ill mother were forced to cancel flights due to a deteriorating illness.
When 22-year-old Ashlee Brown booked a trip for her and her 57-year-old mother, Pauline, to the Gold Coast in May last year, they both understood it would be the last holiday they would have together.
Pauline had been dealing with a rare form of liver cancer for the past year and after realising how quickly her health was declining, the mother-daughter duo both found solace in a girl’s getaway for some quality time together.
Unfortunately, Pauline’s health deteriorated so much the girls were forced to cancel their flights.
Ashlee said they notified the airline of the situation and provided a necessary doctor’s certificate to verify her mother’s condition with over 24 hours’ notice.
The Browns were not offered a refund but instead were both given vouchers with a six-month expiry date, which disappointed the family, as Mrs Brown was likely to not fly again.
“They are so strongly uncaring,” Ashlee said.
Pauline sadly passed away in August, leaving the family distraught.
The best friend of 22-year-old Ashlee, Jessica Carson, decided to hold the airline responsible for their “cold-hearted” treatment of the Brown family and left a scathing review on the Jetstar Official Facebook page.
“I will NEVER fly with Jetstar again,” the post read. “My best friend and her mum booked a trip to the Gold Coast as her mum’s last holiday, as she was terminally ill with cancer.”
After explaining the situation for the two women she scolded the airline for the hurt they caused to the family.
“They wouldn’t refund any of the trip…They just ruthlessly give you the same answer, telling you their policies again and again… I heard the same thing 10 times from 10 different people,” Ms Carson wrote.
“We are deeply hurt by the unfair and heartless treatment we have received by Jetstar. Let this be a warning to anyone using this company ever again.”
A Jetstar representative reignited anger amongst the social media comments by stating: “If you’ve purchased a Starter fare, you will be subject to change fees and fare difference to make any changes in your booking, under our fare rules,” part of the response read.
“What a disgusting and insensitive reply Jetstar,” a user commented back.
“Jetstar are rubbish.. what a horrible company no compassion whatsoever I'll never fly with them again let's start a petition,” another wrote.
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