Jetstar passenger’s simple mistake costs $559

A Jetstar passenger was forced to fork out almost $600 on a new flight due to a little-known rule.

A Jetstar passenger who was forced to cough up almost $600 on a new flight due to a little-known name rule says she was left in tears over the ordeal.

The 28-year-old Melbourne woman, who wished to remain anonymous, was in Hobart last weekend enjoying a mini-getaway with her husband friends.

The group were due to return home on Sunday but things took an unexpected turn at the check-in counter at the airport.

The self-service check-in terminals weren’t working, so she went to the booking counter to get tags for her luggage.

When she was asked to show her ID, her driver’s licence was still in her maiden name – and not her married name that was printed her digital boarding pass – and so she was forced to pay $559 for a whole new flight – on top of the $330 for the original fare.

According to the “fees and charges” section on the Jetstar website, it costs $70 for a name change on a domestic flight.

A Jetstar passenger was forced to fork out $559 on a new flight over a little-known rule. Picture: Ammad Arshad/7News

But because she had already completed half of the return ticket, she was told she would need to buy a new ticket to get home.

It does break break down the rule return-flight terms and conditions, but in another area on the site, which the group had never seen.

“Name changes can be made for an individual passenger on a booking, but must apply to all flights for that passenger,” it reads.

News.com.au understands there is no charge to change a ticket from a maiden name to a married name and can be done by contacting Jetstar prior to travel.

A name change on a domestic flight costs $70 (pictured) but because the passenger completed one leg of her journey, that option was no longer available to her. Picture: Jetstar

The woman’s friend Ammad Arshad, 26, who made the group booking, described it as an “exploitative practice”.

“It seemed Jetstar was exploiting the urgency of travellers needing to return home by presenting them with exorbitant fees, knowing most people would feel cornered and compelled to pay whatever was necessary,” he told 7News.

“Such tactics left us feeling frustrated and exploited, undermining the overall enjoyment of our trip.”

Mr Arshad said the budget airline justified the cost of a new flight by stating that since she had already travelled one leg of the journey, a name change was not permissible.

“This was particularly frustrating because their website clearly states that name changes can be made for a fee of $70 at any time.”

The group contemplated staying an extra night in Hobart to resolve the issue but quickly realised it would leave them further out of pocket, and so split the cost of a new fare between them, so they could fly home that night.

“‘They made my friend cry,” Mr Arshad told 7News.

“She was very distraught last night (Sunday), and during the flight.”

A Jetstar spokesperson told news.com.au the airline has reviewed the woman’s case and has issued her with a refund for the cost of the new flight.

“While it is a Federal Government requirement to travel with a ticket under your legal name, and be able to present ID on request, we’ve reviewed this particular case and have reached out to refund the customer for the purchase of the new ticket,” the spokesperson said.

Originally published as Jetstar passenger’s simple mistake costs $559