Jetstar to refund last year's cancelled BKK flights by April
I cancelled a flight booking (for 8 persons including myself) with Jetstar on Nov 30 last year, with the understanding that the refund, worth S$2,383.99 less cancellation charges, would be processed to the same credit card account used for the booking.
The flight was 3K514 from Bangkok to Singapore on Nov 30. Our group of 8 had been stranded in Bangkok during the airport closure caused by political demonstrations. The flight was subsequently cancelled due to the closure.
On Dec 12, a month after the cancellation, I called the customer hotline and was told that processing would take 6 to 8 weeks.
After 2 months of waiting, I called again and was told about a refund template sent out on Jan 6 and that processing would take 8 to 12 weeks.
On March 3, I called again and was told that the refund would be received and reflected in my Visa statement in the month of March.
On March 23, I made another call and was informed that there had been a system migration and that the refund could not be done. The staff requested that I write to Jetstar Customer Relationship at Singapore Changi Airport, which I did the following day.
I have yet to receive any reply.
Up till today, there has been no sign of a refund being made.
Ms Lily Wee
AsiaOne Travel contacted Jetstar regarding their refund procedures and policies for Bangkok flights cancelled last year.
"Jetstar Asia takes about 6 to 8 weeks to process a refund.", said Ms. Esther Ng, Manager (Commercial Support & Services), Jetstar Asia.
"Due to the Bangkok situation last November, there was a triple increase in change of flight destinations, re-scheduling of flights dates and cancellations, as most of our flights were full.
"This resulted in requiring more time to process the refunds affected from late November 2008 to March 2009.
"However, we have already processed and refunded about 75 per cent of the bookings and we aim to refund the remaining by end April 2009," the airline said.
