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COMPLAINT: Jetstar excess baggage ripoff

 
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Old Jan 17, 2011, 2:50 AM
yublocka yublocka is offline
 
Join Date: Jan 2011
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In October I flew on Jetstar from Cairns->Darwin->Bali. At Cairns airport was charged international excess baggage fee of $60 for being 3kg over limit. Immediately on arrival at Darwin bags were reweighed and weight was 2kg different to that in Cairns - so I was overcharged $50 in excess baggage fees. The Jetstar staff member told me this commonly happens at Cairns to both herself personally and to other passesngers and that if I called the call centre on my return they would refund the difference. I took a photo of the bag weight in Darwin to prove this.

I lodged this as an incident on the Jetstar customer complaints website on 30 Oct. After never hearing back I called the Jetstar Call Centre 3 times over the following months, each time being promised a superviser would call me back as the call centre staff I talked to couldn't help me. Finally I got called by a superviser for the first time January 14th (over 2 months since lodging the incident) who said they are unable to refund this fee even though they know I overpaid since they have the bag weights listed in their computer system. How is it fair that a company knows they have overcharged consumers are yet are "unable" to refund the price difference? That is unethical and just plain ridiculous.

Never again flying jetstar!!!
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Old Jan 17, 2011, 3:01 AM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

If they put that into writing, you could take that to court. Under no circumstances would that be legitimate. In Europe, you could request a copy of that phone call under Data Protection rules. If the same right exists in Oz, I would certainly request it. If you get proof that they have admitted to overcharging you, knowing the weights, you should sue. They will back down in a skinny minute.
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