In Reply to: jetstar posted by rox on Monday, 9. April 2007 at 00:24 Bali Time:
but in any case, the main problem from my perspective as an ex-travel agent who sold Bali holidays for 20 years, lies with your friend not seeking accurate information relating to Indonesian Visas prior to her departure.
The Official Website of the Indonesian Embassy in Canberra indicates that application may be made for a Tourist Visa for UP TO 60 DAYS at a cost of AU$60.00. This visa is NON-EXTENDABLE and, had your friend wished to extend in Bali, she should have sought advice from the Indonesian Embassy from which the response would have been that an extension in Bali would not be possible.
There is NO PROBLEM travelling into Indonesia with a ticket of ANY duration - even up to 12 Months, provided that the return ticket coupon shows that the passenger will exit Indonesia within the allocated Visa period. It was the responsibility of your friend - and NOT Jetstar Staff - to ensure that SHE MADE HER BOOKING IN ACCORDANCE WITH HER 60 DAY VISA. Had she done this, and departed within the Visa period, there would have been no need to seek a change in her booking.
All Airlines have clearly-defined Rules which apply to ticketing and vary according to the "class" of the ticket. A full-fare Economy Ticket would usually attract no penalty for flight change within the ticketed period but, in the event a passenger is travelling on a discounted fare which attracts a lower Sub-Class, then penalties increase according to the Fare/Class ticketed. It is the responsibility of the Passenger - and NOT the Airline - to familiarise themselves with conditions.
The problem of mis-understanding fare rules will always occur when passengers make their own reservations on "budget" carriers where there is no professional Travel Agent involved in the transaction. Travel Agents are trained to understand the different Fare Rules and to convey these to clients at the time a booking is being made. An Agent familiar with Indonesian Travel would always inform the passenger of limitations relating to a particular Visa.
It would appear from what you have written that your friend, whilst travelling on a ticket with Maximum 90 Days Validity - and with a Visa which allowed for a stay of 60 Days - had purchased a ticket at a reduced price (therefore low level of Sub-Class)with a return date well inside the 60 days allowed. If she intended staying beyond 60 days (subject to an extension being allowed) it is incomprehensible to me why she would not, in the first instance, have booked her return flight to allow her MAXIMUM stay in Bali.
ANY AIRLINE accepts bookings based on the information provided by the passenger! As it is highly likely that the booking was made through the Jetstar Website, then how can the Airlne be held responsible for the actions of the person making the booking?
Jetstar may have some deficiencies but I firmly believe that, at least in this instance, they are the "Innocent Victim" copping "flack" over the actions of a dippy passenger who had simply NOT done her "homework" first!!