Earlier this month, I intended to book a flight on Jetstar Airways and chanced upon its Jetstar Club Singapore. The joining fee was $39, which came with a $40 flight voucher.
Before signing up, I checked with one of its customer service representatives, who assured me that the voucher would be e-mailed to me within 24 hours.
When I did not receive the voucher, I checked with another of the carrier's customer service representatives, who told me that the first one had misinformed me, and that the voucher would be sent to me within 14 days instead.
I told her that if I had known this, I would not have signed up. She advised me to lodge a complaint and that Jetstar would make appropriate compensation.
I did, after informing her that if I did not receive a reply within a couple of days, I would have to book a flight with another airline, as the fares were going up. As I did not hear from Jetstar in time, I booked another flight.
Ten days later, I received Jetstar's e-mail apologising for the error and promising to send me the voucher on the same day. I wrote back, declining the offer and asked for my subscription to be cancelled and the payment refunded to me instead.
Then, I received the voucher, and Jetstar's reply that it could not cancel my subscription, according to its own terms and conditions.
Apart from the factual misrepresentation rendering the contract invalid, I would like to know why Jetstar cannot simply take responsibility for its negligence and do the right thing.
Samantha Ng (Ms)