Jetstar is now set to review its compassionate fare policy following a complaint from a family that is being forced to pay $600 for a flight home from their Gold Coast holiday after their baby died of Sudden Infant Death Syndrome. It’s sad that such a tragic event had to happen in order for Jetstar to review its policy.
A friend of the family, Barry Phillips, said that the family found their baby dead in their holiday accommodations this past Sunday. They, of course, then wanted to return home sooner than their scheduled return date of Tuesday.
Mr Phillips went on to say that the family then contacted Jetstar about changing their flight. They were going to be forced to pay about $180 upfront for a new ticket. They said that the family had to pay the money, and if they could prove that their baby had died, they would be reimbursed for the fare back.
Before domestic airlines will offer discounted fares, they usually ask for the contact details of a doctor who can confirm the condition of the patient, as well as proof the person is a direct relative of the patient. A spokeswoman for Jetstar said that the company was currently investigating more flexible options for passengers who were unable to provide the necessary documentation or funds upfront.
The spokeswoman went on to say that the airline sympathizes with the passengers in such a situation. Thus, the airline seeks to be as flexible as possible. If documentation is unable to be provided at the time, change fees and fare differences do apply. The airline understands that sometimes this documentation takes time and, therefore, the airline will investigate some more flexible options.