Jetstar excess baggage ripoff
 

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!!!

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.

It is annoying