August 21st 2024.
Jetstar is currently facing a lawsuit from its customers who claim that the airline did not provide refunds for flights that were cancelled due to the COVID-19 pandemic. The lawsuit, filed by Echo Law in federal court, represents hundreds of thousands of customers who believe that Jetstar has benefited financially at their expense.
According to the firm, Jetstar chose to issue travel credits instead of refunds to impacted customers between 2020 and 2022, even though it was legally required to provide refunds. These credits were allegedly of much lower value and came with restrictions. Echo Law partner Andrew Paull claimed that Jetstar pushed its customers to hold these credits, even though it was not part of the original terms and conditions.
Many customers ended up paying more than their original booking to use these credits on new fares, as they believed they had no other choice. Paull stated that this was another example of Jetstar's unjust enrichment. The lawsuit alleges that the airline breached its contract, engaged in misleading or deceptive conduct, engaged in unconscionable conduct, and held onto funds that should have been refunded.
Echo Law believes that affected customers are entitled to refunds and compensation, even if they have already used their travel credits or received a refund. Paull stated that Jetstar needs to be held accountable and refund the money with interest. Jetstar has stated that it is currently reviewing the claims and has removed expiry dates for COVID vouchers, making them multi-use.
Customers who held tickets for flights that were cancelled between January 1, 2020, and November 1, 2022, may be able to join the class action as a group member. Registrations are now open on Echo Law's website for those interested in participating. The firm also has a separate class action against Qantas for its COVID credits program, which is ongoing.
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