Jetstar refunds some money

Wednesday February 19, 2020 Written by Published in Economy
James and Catrina Isiah with their daughter Sophie, James’ mum Lois and sister Bonnie. 20021718 James and Catrina Isiah with their daughter Sophie, James’ mum Lois and sister Bonnie. 20021718

After going back and forth with Jetstar for many weeks, the Isiah family finally has some answers – but only after threatening to go to the Disputes Tribunal. 


Months after a family was left without their luggage for five days after travelling to Rarotonga on Jetstar, they have received a refund.

The airline was forthcoming after Catrina Isiah said she would exercise her consumer rights and raise the issue with the Disputes Tribunal in New Zealand.

But there were some things Jetstar refused to cover including $500 of food in a chilly bin, which perished after it wasn’t delivered, and some of the items purchased by the family while they were without their suitcases.

“Jetstar paid us over half of what we spent covering our luggage. Things like the snorkel gear were deemed excessive, which I can understand and we will try and claim that back through our travel insurance,” Catrina Isiah said. 

“They also wouldn’t reimburse us for all the food that perished in their care.”

Catrina and James Isiah, their daughter Sophie and James’ mum Lois and sister Bonnie, had been planning their Christmas holiday trip to Rarotonga for many months.

The journey was extra important, because they wanted to scatter the ashes of James and Bonnie’s father Joe.

The nightmare began for the Isiah family when they checked in at Auckland Airport on December 22 last year only to be told they may not be able to fly. They were allowed on the flight and were informed that their luggage would arrive the following day.

But it was December 26 before the luggage arrived, minus one suitcase and a chilly bin containing a Christmas ham and Sophie’s favourite foods.   

Catrina also argued for a refund on the luggage package they bought for the AKL-RAR leg of their trip. 

“They deemed it wasn’t part of their liability under lost luggage. I argued I had paid for an additional service that I ultimately didn’t receive in a timely manner and my consumer rights dictated we were due a refund,” she said. 

“They kept refusing but when I said I would raise it with the Disputes Tribunal they were suddenly very forthcoming in making the payment.”

The Isiah family were overwhelmed by the generosity of the people of Rarotonga and will definitely be back.

Just next time, they won’t be flying on Jetstar, Catrina said.

Jetstar did not respond for comment before deadline.


  • Comment Link Ana Walker Tuesday, 25 February 2020 08:37 posted by Ana Walker

    Air New Zealand had never ever failed us. They are very trustworthy service n all. Fly ANZ

  • Comment Link Tekura Rio Monday, 24 February 2020 22:28 posted by Tekura Rio

    They are really bad news. They been like that for years. They should just get rid of that airline coz they cant even perform. The same happened to us never again. Lost 3days wages coz of their cancellations and they wouldn't reimburse me for their faults.

  • Comment Link Blanche Enua Thursday, 20 February 2020 12:08 posted by Blanche Enua

    I will never ever fly with Jetstar again..they notified me cancellation of flight back to melbourne from Auckland when I arrived to check in...Any other airline for me from now on

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