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
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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?

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John Melis, Expert

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