The Commerce Commission has recently alleged that Jetstar has misled customers about their rights to compensation, potentially discouraging many from seeking reimbursement.

The Civil Aviation Act is clear that airlines have a responsibility to reimburse customers for loss caused by cancellations or delays on New Zealand domestic flights that are within the airline’s control. This includes customers travelling for business purposes.

The Commission alleges that Jetstar made false or misleading statements to customers regarding their rights under aviation law. This included providing information that may have discouraged customers from submitting claims for compensation they were entitled to.

Jetstar's website now allows you to resubmit claims for compensation that may have been previously denied. 

This includes claims that were potentially mishandled due to Jetstar's misleading information. 

Additionally, you can submit new claims for compensation if your flights were delayed or cancelled for reasons within Jetstar's control.

If you believe you may be eligible for compensation from Jetstar you should visit the airline's website to submit a claim. It's important to gather documentation, such as flight itineraries, receipts, and correspondence with the airline, to support the claim.

To apply for compensation, visit Jetstar’s website.

Compensation for delays and cancellations(external link)— Jetstar 

Keep in mind these tips when travelling for business:

• Know your rights: Familiarise yourself with your rights under aviation law. This will help you work out if you are entitled to compensation and how much you can claim. If you believe you are entitled to compensation, don't hesitate to submit a claim. 

Flights, cancellations and delays(external link)— Consumer Protection

• Check if you’re entitled to a refund and how to claim compensation for losses and expenses incurred when your flight changes. 

Check your rights with flights(external link)— Consumer Protection

• Domestic flights: Airlines are responsible for reimbursing customers for losses caused by cancellations or delays that are within the airline’s control. You can claim reasonable costs like meals, accommodation, and transportation, up to 10 times the cost of your ticket.
• International flights: The Montreal Convention sets out customer rights for most international flights. Compensation can be claimed for reasonable costs incurred due to delays or cancellations, up to a maximum of around $11,000.
• Check airline policies: Before booking flights, you should carefully review the airline's terms and conditions. This includes understanding baggage allowances, change fees, and seat selection policies.
• Check travel/booking agent terms and conditions to make sure they have provided their service guarantees adequately.  

By understanding your rights and taking action, your business can mitigate the financial impact of flight disruptions and ensure you are treated fairly by airlines.