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An Australian family has been hit with a barrage of setbacks and is out thousands of dollars after trying to fly home on Jetstar after a holiday in Japan.
Cassandra Nichterlein, her husband and three children were preparing to fly to Osaka last month when their flight was canceled due to engineering issues.
But on the same day, the world also suffered an IT outage, bringing global banks, supermarkets, hospitals, news agencies and airlines to a standstill, marking the beginning of the Nicktlein family’s nightmare.
Jetstar Airways was severely affected by the CrowdStrike outage and was forced to Cancel all flights on July 19, but even if flights resumed the next day, the knock-on effects caused huge trouble for travelers.
Ms. Nichtlein told ABC News Airport staff advised her family to find their own accommodation and seek compensation from the airline.
They did this without any direct communication with Jetstar and without knowledge of the CrowdStrike outage.
According to Ms. Nicktline, she stayed in Osaka for three days but had no contact with Jetstar.
The family then boarded a bullet train to Tokyo in hopes of finding more available flights, ABC reported.
It took another four nights before they caught their return flight, costing a total of $7,000.
Ms Nicktrine told the media: “It’s really distressing, not knowing when I can go home.”
However, the farce did not end when the family returned to Sydney.
“We spent hours uploading receipts and then were questioned because they were in Japanese,” Ms Nicktlein said.
“They offered to pay us $600, which is just insulting.”
On Wednesday, Jetstar confirmed to news.com.au that it would reimburse the family’s expenses. However, according to the ABC and Ms Nichterlein at the time of publication, Jetstar had not yet contacted them.
“We are very sorry for the Nichterlein family’s experience in Japan,” a Jetstar spokesperson told news.com.au on Wednesday morning.
“Unfortunately, on the same day as the Crowdstrike global outage, their flights were canceled due to an engineering issue, grounding our flights and impacting our customer communications systems.
“This meant we were unable to communicate with customers and there were limited alternative flights available for some days.
“We have contacted Ms Nichterlein and apologised to her for the error we made in her claim and will reimburse her family for their expenses.”
News.com.au has contacted Ms Nichterlein for comment.
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