If you have suffered similar problems with Jetstar and want to know what to do...hold on. In the end, someone listened!
As Stephen (hubby) has a background in international marketing, customer relations and business improvement, he decided it was time for the direct approach, email the CEO.
Well, very soon after he sent a summary of our Jetstar-related woes and mentioned our claim (already lodged) for clothing etc, we received a direct credit payment of the sum claimed (and no we did not inflate the figures, I always shop for bargains!). On top of that we received a Jetstar travel voucher.
Some time later we received a second payment for the clothing, etc and notified the CEO requesting he let us know where to direct it back to. This he never did, but we received another travel voucher. In the end we had the equivalent of our return flights refunded to us in these ways.
Of course we hope Jetstar took our constructive suggestions to heart, so that these disruptive and upsetting events are not repeated for other customers. I suspect that may not be the case as several friends have complained about their experiences with Jetstar since then.
If you've been in a similar situation, don't give up. Don't accept bad service or lazy responses from businesses that are taking your money (even if it is only a little of your money, after all the business sets the price). You are keeping them in work and in business. Keep creatively, respectfully, patiently complaining.
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