I booked a flight for my wife, infant son and I to Singapore (11/2/2009). Three quarters of the way through the booking and, sadly, after the payment screen, the internet connection went down. Living in Indonesia it took a while to get back on. While waiting to connect I ran Valuair and found the number listed to be incorrect. Directory services has no listing for either JetStar or Valuair in Indonesia.

I checked with the bank and no charge had been levied so assumed the booking had not gone through. I went ahead and booked again...by now my wife had decided against going and I just booked for myself. I received email confirmation, as per normal, that my booking (ref E8B9TT) was successful...I never received the same for the earlier booking reference (which I later found via my credit card statementto be V3RDPV)

I went ahead with my flight by myself.

Checking my bank statement I found the two charges and rang JetStar in Australia (remember the Indonesian nubers do not work!).

I was told that I was not entittled to a refund for the flight not taken, nor was I entittled to a credit to be used against further flights.

OK- I have used ValuAir about 14 times over the last 16 months, as well as the parent airline QANTAS. I am a frequent flyer with the later. I am not a fraudster and I feel that I should not be blamed for internet failure in a country where this is the norm!!!

The whole episode and the refusal to either give me a credit or refund (credit is FINE) has left a very sour taste in my mouth. I have been very positive about Valuair's service in the past, however this incident and a point blank refusal to listen to reason is beyond me.

I will be for sure binning jetstars recent corporate traveller invite, as well as cancelling all my companies freight business with QANTAS. Apart from this I will be passing on word of mouth to the small expatriate community here in Jakarta just what a bunch of rotters JetStar are. Its a pity we own a cafe and a large number of expatriates pass through...they will all hear this story

Alun Evans
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