Jetstar Service Dog Policy

Summary

Jetstar initially allowed Vanessas service dog to fly in-cabin, but later reversed the decision. Under Australian consumer law, businesses must honor their commitments. Vanessa may have grounds for a breach of contract and potential discrimination claim. She should consider escalating the issue with Jetstar and possibly filing a complaint with the Australian Human Rights Commission.

Full Conversation

I have booked and paid for a flight on a Jetstar plane. I have a service dog whom has passed his PAT test (public access test)though it was not with the ADI whom Jetstar say you have to go through. I have it in writing from them yesterday that the service dog can board in cabin with me,they even did his booking for me and today they have called and said that the person yesterday gave me the wrong information and that he is not able to fly in cabin with me. Where do i stand legally with this please?
Hey ****! It sounds like a frustrating situation. In Australia, airlines must comply with the Disability Discrimination Act *, which may provide you with some rights. Here are a few points to consider:
- Airlines must accommodate service animals unless they cause undue hardship.
- If you have written confirmation of the booking, it could support your case.
Have you considered contacting Jetstar's customer service to escalate the matter or filing a complaint with the Australian Human Rights Commission?
No not as yet as I wanted some more information on my rights. I also need to sort this today as I fly in the morning. A manager is going to call me back and I am after some advice as to my rights, can they say one day it is ok to board with him, they book him his ticket and then call me today to say no he cant fly? Is that legal?
Hey ****! It's definitely a tricky situation. If you have written confirmation from Jetstar allowing your service dog to fly, it can strengthen your position. Generally, airlines should honor their commitments unless there's a significant reason not to. Have you considered mentioning the Disability Discrimination Act and your written confirmation when speaking with the manager?
Yes, I did that with the lady who just rang me and she said basically to bad, I was given the incorrect information yesterday and that he cant board, simple as that. I said but I have confirmation in writing yesterday, Jetstar even booked his ticket and I had already given them confirmation of his pat test, certificate. She still basically said to bad which is why I need to know where I stand legally so as I have the best, strongest argument for this case when they call me back. Are you able to give me any advise on my legal rights please?
Case Rating: *
****, in your situation, since you have written confirmation, you may argue that Jetstar has entered into a contract with you. Under Australian consumer law, businesses must honor their advertised offers and contracts. You may also explore lodging a complaint with the Australian Human Rights Commission for potential discrimination.
Would you like more detailed guidance on filing a complaint or escalating this issue?
Yes please, I would appreciate that.
Case Rating: *
****, it seems like you have a strong case concerning your rights under Australian consumer law and potential discrimination. Would you like to be connected to local lawyers who can better assist you with your case? If so, could you provide a bit more information about the issue, like any specific terms Jetstar agreed to in writing?
Yes please. Jetstar agreed for my service dog to board incabin with me tomorrow for a flight Launceston to Sydney although my service dog does not qualify under their normal terms and conditions of carraige as his PAT test was not completed with a business affiliated with the ADI. I submitted all other relevant information to show that he has passed his PAT test, letter from medical practitioner, letter and certificate from the association that he completed his training with. Yesterday this was accepted in writing and Jetstar booked the service dog his own ticket and then today they called to say that I have been given the incorrect information and that he can not board. Can they legally do that? They are calling me back in the next half an hour so I would like to know where I stand and what/how I can argue that they said yes yesterday and then no today? I really need to fly with him tomorrow?
Case Rating: *
****, it sounds like you may have a high-value case, particularly around potential breach of contract and discrimination. Would you like to be connected to local lawyers who can better assist you with your case? Please let me know your phone number so we can proceed.
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Case Rating: *
****, it seems like your case has strong legal grounds, particularly concerning breach of contract and potential discrimination. Would you like to be connected to local lawyers who can better assist you with your case? If so, please provide your zipcode, and your email address if you wish.
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Case Rating: *
****, it seems like your situation involves potential breach of contract and discrimination issues, which could be significant. What is your email address, if you'd like to provide it?
moochy007@hotmail.com
Thank you for all the details. We will have a top rated lawyer in your area contact you shortly. For your records below is the information I gathered
Name: ****
Email: moochy007@hotmail.com
Phone: *
Zipcode: *
Reason: Jetstar agreed for my service dog to board in-cabin with me for a flight Launceston to Sydney, despite not qualifying under their normal terms. They accepted all documentation and booked a ticket, then reversed the decision.
From: FreeLawChatCom
Is there anything else I can help you with?
No thank you, I appreciate your time
Case Rating: *
****, it looks like you've already provided all the necessary information for a referral to a local lawyer. Given the strong grounds for breach of contract and potential discrimination, connecting with legal assistance was the right move. If there's anything else you need, feel free to contact us.