Jetstar has acknowledged that it has failed to compensate some New Zealand passengers who experienced flight delays or cancellations. The airline has apologized for its subpar customer service, particularly during the Covid-19 pandemic. Jetstar’s website now allows customers to file claims for past flight disruptions that were within the airline’s control.
This development follows the news that Australia’s largest airline, Qantas, agreed to pay a AUD$100 million (NZD$110m) fine to settle a lawsuit accusing it of selling tickets for flights it had already cancelled. As part of the settlement with the Australian Competition and Consumer Commission, Qantas is also planning a AUD$20m (NZD$22m) compensation package for affected passengers.
Jetstar stated that the pandemic restart was challenging for both travelers and airlines, and its customer service should have been better. The airline is urging anyone who believes they did not receive adequate compensation for a disrupted New Zealand flight to contact them for a case review.
According to the Civil Aviation Act, passengers are entitled to compensation or a refund if certain disruptions, such as “engineering requirements or crew limitations,” affect scheduled flights. Jetstar is also offering a second claim opportunity for passengers who feel their initial reimbursement request was not properly handled. The airline stated that customers can request a review if their flight was disrupted before May 7, 2024.
