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| Ho Chi Minh to Melbourne. We booked two round way tickets - Melbourne to Ho Chi Minh. Due to health issues we needed an upgrade to business class on our flight back to Australia. We paid an additional $1584.22 for the upgrade. We were not advised there would be no refund applicable if our flight was cancelled (we have saved the chat history evidence, no such policies were mentioned). Due to foreseen circumstances, the original flight was cancelled and we were forced on to economy on the replacement flight when there were more than 2 seats available in the business cabin. (The response from their customers' service regarding this complaint was there were no seats in business which is not true) We were ensured by Jetstar staff we were guaranteed with business class seats on the replacement flight (online customer service representative and ground staff who I’ve confirmed with on the night of the cancellation ). I have saved all the chat history with the customer service representative. The Jetstar customer service representative has given us misleading information. Also in the attached itinerary, it shows our return flight is BUSINESS. If we were told originally that there would be no refund applicable in the event our flight was cancelled, we would not have upgraded the tickets in the first place. In summary, Jetstar has misled us and failed to deliver the service promised and subsequently stolen 1584.22 dollars from us. This is not a small amount of money and it was paid for a service which wasn't delivered. If we didn't pay for the upgrade, we will come home with zero additional cost. After lodging a complaint, they offered some travel vouchers (with time limits) as compensation. We do not want some travel vouchers as a refund, we need our full payment for the upgrade back.