Jetstar has launched a tool to offer compensation to some customers who have been impacted by flight disruptions.
In a statement posted to its website last night, Jetstar said: “If your New Zealand flight was delayed or cancelled due to reasons within Jetstar’s control — and you believe your request for reimbursement was not handled correctly, please submit a claim for secondary review via the form below.”
Jetstar said it acknowledged that, in recent years, the effects of the Covid-19 pandemic had impacted its ability to provide the high standard of customer service in New Zealand it held itself to.
“This includes when we review claims for compensation following New Zealand flight disruptions within Jetstar’s control.”
People who have had their flights disrupted for reasons believed to be in Jetstar’s control could use the website to provide supporting documentation and have their case submitted.
The website has options for new expense claims in the future, as well as historical claims relating to bookings prior to May 7, 2024.
“If your New Zealand flight was delayed or cancelled for reasons within Jetstar’s control — you may have a statutory right to a remedy (including a refund and/or compensation).
“To assess your claim, our team will need your booking reference or itinerary, flight information and you’ll need to provide any supporting documentation such as email or SMS notification about the delay or cancellation and any receipts, invoices, or other proof of payment for expenses incurred as a result of the disruption.”
The offer to review New Zealand claims came after Qantas was ordered to pay NZ$132 million in Australian fines and compensation, after admitting it had misled thousands of customers over flight cancellations for years.
Payments to 86,597 customers, who were sold tickets Qantas had already decided to cancel between May 2021 and August 2023, would share in about AU$20 million (NZ$22 million) in compensation, AAP reported.
The Australain undertaking applied to subsidiary Jetstar there also.