Jetstar was totally unaccommodating when I was stuck in Milford New Zealand with the recent Civil Defence Emergency declared. Extremely heavy rain, 1070mm in 72 hours, a once in 60 years event, had caused roads to be washed away and people had to be helicoptered out of the region, but only 3 days later due to the bad weather.
We were told the airlines would accommodate changes to flights for those stuck. Jetstar didn't budge and weren't interested in letting me change my ticket, not make some concession after the fact when I could eventually get out, even though no-one in Milford were able to make their flights at the time due to road damage with the recent heavy rainfall. I couldn't get out to make my flight in time.
There is no cellular coverage in Milford and absolutely no internet. The only other communication available was using a very expensive payphone and the prepaid cards required were limited. All I managed to do was make a 2 minute call to my wife asking her to call Jetstar. There was also no way for me to phone Jetstar because they don't provide a contact number on their website nor on any of the flight documentation. So, I couldn't call Jetstar to change my flight before the flight boarding time. My wife tried to change it on my request, but Jetstar refused to let her do so. The only way she could reach Jetstar was on the chat system, and they told her she "could not change the flight because she was not allowed to, and I have to do it myself", and if I don't arrive or change it, it would be marked as a "No Show". *What part of "I cannot contact Jetstar" do Jetstar not understand? When I eventually got to coverage, two days after the flight, I contacted Jetstar and was told that my wife "contacted us on the 3rd requesting to *cancel* the flight (not true), but he was already advised that ticket is non refundable if we cancel, and was also offered on changing the flight as an option (not true, conflicting with what they'd told my wife at the time) instead of being as tagged as No Show." (they had my sons name as well, which is rubbish). She definitely asked to be able to change the flight and was told she could NOT. She DID NOT ask the flight to be marked as NO SHOW.
I was told have to request my travel insurance and make a claim.
This was declared a Civil Defence Emergency and was told the airlines would accomodate changes. Jetstar did not even budge. IN CONTRAST, my Air New Zealand simply changed the flights for my travel companions who were in the same situation, even those without flexible tickets. *After the flight dates*, Air New Zealand simply changed their tickets at no cost.
Due to the lack of consideration from Jetstar, and other similar stories from friends on other occasions, I will not use Jetstar again if I can help it.