A fairly convoluted story: My son purchased tickets for he and his partner to travel to Gold Coast from Avalon 11/05/2019 returning 18/05/2019 for approximately $250. Due to unforeseen circumstances they were unable to make the flights, so, at the considerable cost of over $400, he transferred the tickets to his elderly grandparents so that they could visit their son in Brisbane. A trip they cannot ordinarily afford to make. Unfortunately there has been a death of a direct family member (father's brother) and the funeral will take place over the period in question. A Medical Certificate has been provided to my parents by their GP to verify that the death has occurred and that my parents will be unable to travel on the dates as planned. My parents have been in contact via Jetstar Live Chat to try to postpone the booking date. The Jetstar representative initially attempted to change their booking at a cost in excess of $600 (on Jetstar's website the tickets could be completely purchased as an entire new booking for approx $380). The representative informed that the only way the booking could be refunded or altered would be with a death certificate or a letter from the funeral home. My parents are understandably reluctant to pursue this with their nieces and nephews who are already distraught with the loss of their father, within a year of their mother dying. My parents are also grieving and are a monumental support my uncle's family. Sadly, they are further saddened that they will not be able to make this trip which they been very excited about, despite the fact that have a Medical Certificate.