I had endeavoured to change a flight with flight centre, previously adelaide to Hobart return. My flight was with

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Customer: I had endeavoured to change a flight with flight centre, previously adelaide to Hobart return. My flight was with Jetstar as a starter fare class. Over a period of several weeks was given various conflicting information, finally was advised that I could change the flight but would be charged approximately $200,which left a further $200 as a credit to book a further flight. I contacted flight centre to make the change from adelaide to melbourne return. I located flights to suit, which amounted to $190 return, including baggage. I was finally connected to Toni, who was located in manila, Toni had to keep checking with a Jetstar consultant, as she did not appear to fully understand my request, after a very long and frustrating call of nearly 2 hours, Toni informed me that I would forfeit the hobart costs and would have to pay $120 cancellation cost PLUS $323 for the melboune flight, effectvely cisting in total over $800. i informed Toni that i could book the melbourne flight for$190 return, and suggested she misinterpreted the Jetstar consultant, Toni was adamant the advice was correct, I asked to speak with the Jetstar consultant or another staff member, she could not or would not do this. I emailed my concerns yo both flight centre and Jetstar on the 17th November, to date I have had no response the original adelaide to Hobart flight departed on the 18th November, so therefore have lost these costs. I await your advice, Carole Carter
JA: What state are you in? It matters because laws vary by location.
Customer: Adelaide
JA: What steps have you taken so far?
Customer: Only emails to flight centre and Jetstar as per as per their written information to change bookings
JA: Is there anything else the Lawyer should know before I connect you? Rest assured that they'll be able to help you.
Customer: I have written down dates and times that I spoke with flight centre customer service
Answered by John Melis in 5 mins 12 months ago
John Melis
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John Melis, Expert

Hi! You’re speaking with John Melis, a solicitor in Australia.

​The first step is to consider the terms and conditions, including those online.

If the agency or third-party is not acting appropriately with refunds or changes to bookings, you may raise a misleading conduct claim.

The Australian consumer law will protect you under the consumer guarantees that apply to all Australians.

May I suggest that you issue a formal complaint in writing to the other party, seeking an assessment/review on the matter and that you require a response within 7 to 14 days subject to your requirements!

Enclosed in this correspondence copies of the terms and conditions of the policy.

Where no response is received, you can then raise a claim in the Tribunal or Court for compensation (refund of your money).

Does this help with your question today?


John Melis, Expert

It was my pleasure to help you today, and I thank you for chatting with me.
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