Requesting a POLi Refund

We are aware that some customers have experienced an issue when making a payment using POLi with Jetstar. Customers after receiving an error message on the Jetstar website have proceeded with a second POLi transaction, which has resulted in two payments being debited from their account.

Jetstar has acknowledged this issue and assured us that they are working to identify affected customers and process refunds as a high priority. POLi never holds funds throughout the payment process. The refund must come from Jetstar directly.

While this issue was beyond POLi’s control, we want to reassure you that we’re committed to ensuring all impacted customers receive their refunds promptly from the airline.

We sincerely apologise for any inconvenience this may have caused. Jetstar has informed us that they have implemented the necessary measures to prevent this from happening again.

Thank you for your understanding and patience.
POLi New Zealand