JETSGO PASSENGERS WHO PURCHASED TICKETS ON THEIR RBC Visa CARD
Customers who purchased their Jetsgo tickets using their RBC Royal Bank Visa Credit Card and are unable to take their scheduled flight due to JETSGO’s recent declaration of bankruptcy will be reimbursed.
In addition, Visa cardholders who purchased their ticket online, by phone, or by mail, are protected through the Visa E-Promise. The Visa E-Promise ensures that cardholders who did not receive services as promised can contact their issuer directly to obtain a credit to their account. More details of the Visa E-Promise can be found on www.visa.ca
Questions and Answers
Q1. I booked a JETSGO flight with my Visa card. Will I be reimbursed?
Clients who purchased their JETSGO tickets using their RBC Royal Bank Visa Credit Card and are unable to take their scheduled flight due to JETSGO’s recent declaration of bankruptcy will be reimbursed.
If the JETSGO flight was booked through a travel agent, please contact the travel agent, as we are unable to provide a refund.
Q2. Does that mean an automatic refund to my Visa Account?
Clients who used their RBC Visa to book a flight directly with JETSGO are entitled to a refund based on "services not rendered".
Please call our card services group at 1-800 ROYAL® 1-2 (1-800-769-2512) if your scheduled flight has already passed, or within 7 days of your scheduled flight to initiate a refund to be processed on the day services are not rendered.
Q3. How long does the claim for reimbursement take?
Your credit will be processed to your Visa account within 10 days from the date of your flight, or if your flight date has already passed, from the time you request a refund.
Q4. Why do I need to wait until 7 days before my scheduled flight date to call you for a refund?
While we understand the uncertainty that this situation has created, it is premature to provide reimbursement as it is still possible JETSGO may make alternate arrangements for their customers or resume some operations. As JETSGO has not yet officially declared bankruptcy, we are required to wait until the "service has not been rendered" before the refund can be processed.
Q5. What happens if it becomes apparent that JETSGO will never fly, and cardholders are not provided with alternate travel arrangements?
If it becomes clear that JETSGO will never fly and no other service options are available, we will work with Visa Canada to modify the policies accordingly and ensure that cardholders are reimbursed regardless of travel date.
Q6. What if my card is maxed out and I need the refund to book alternate flight arrangements?
Cardholders should contact our card services group 1-800 ROYAL® 1-2 (1-800-769-2512) who will, in most instances, assist them with temporary credit increases and other appropriate solutions.
Q7. If I book another flight with my Visa, am I charged again?
Yes you will be charged for any alternate arrangements purchased with your Visa card. Any subsequent request for reimbursement for JETSGO flights purchased on a RBC Visa card will be based on whether JETSGO resumes flight operations or makes alternate arrangements for their customers.
Q8. What should stranded cardholders do if their cards are maxed out while they’re away, and they do not have sufficient credit to pay for an alternative means home and JETSGO is grounded?
Cardholders should contact RBC’s card services group –1-800 ROYAL® 1-2 (1-800-769-2512) who will, in most instances, assist them with temporary credit increases and other appropriate solutions.
Cardholders may also contact Visa emergency services at 1-800-Visa-911 or For those who are grounded in the US or Latin America can call the following number 1-800-847-2911 or collect at 410-581-9994.
Q9. I booked my JETSGO ticket using my RBC REWARDS/ AVION® points. Will I get my points back?
Yes for travel booked up to March 16, 2005, RBC will refund all points and associated cash top ups. More information will be released for travel beyond March 16th as it becomes available.
Q10. If a Cardholder received partial services (i.e. one-way of a return ticket), how much will they be reimbursed?
Cardholders may receive reimbursement for the portion of the services that were not rendered.
Q11. Is there a limit on how long cardholders have to put in a claim due to bankruptcy?
Clients should contact RBC within 75 days from when the “service was not rendered.”
Q12. What do cardholders need to do to prove services not rendered?
Cardholders should retain supporting documentation for services not rendered e.g. receipts, unused tickets, etc
Q13. Are cardholders entitled to additional funds for out of pocket expenses as a result of JETSGO’s recent declaration of bankruptcy?
Our policy covers “services that are not rendered” and doesnot cover additional costs. However, cardholders who hold the following cards: Avion Platinum, British Airways Platinum, Avion Business, Mike Weir Classic Visa and whose return has been delayed as a result of the JETSGO situation are entitled to claim meals and accommodation expenses of maximum $250/ day to a total maximum of $500.
Q14. What should customers who have no insurance coverage do? Can they get compensation elsewhere?
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