Jetstar riddled with flight changes and poor service
Jetstar riddled with flight changes and poor service
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Discuss Jetstar riddled with flight changes and poor service, on the Open Discussion forum of FrequentFlyer.com.au, the home of frequent flyers.
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Daniel, I recently sent a complaint email to QF, regarding my inability to requalify for Gold NEXT year (I have already requalified for Gold THIS year, so will be Gold until the end of 2005). Basically, the flights I normally take, and the SC's I would earn on them, are being swallowed up by DeathStar. IF those flights were still QF, I would easily requalify.
An interesting paragraph in the email response I received. I thought it would tickle your fancy (and after what you have been through, I am sure you could use a laugh!).
Quote:
Some of the products and services available on Qantas operated flights are not available on Jetstar. This is because adding these items does not fit within the scope of the low cost carrier model. Jetstar being a low cost carrier will not signify inferior service. On the contrary, the high standard of customer service offered on Jetstar will not be compromised in any way.
(My emphasis on that last sentence).
Now then, after you pick yourself up off the floor after collapsing in a giggling wreck, you may wish to consider this statement, and do with it what you will. I still have the entire email if you need it.
Dave
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All QANTAS calls are recorded, unless you request otherwise. I would guess Jestar (sic) do to.
The calls are stored and catalogued. They can be retrieved by one or more parameters such as:
Date/Time
Customer Service Operator
Calling Number (if available)
Specific phrases or words (voice recognition)
Length of call
Emotional calls ('tone of' voice recognition)
Uncouth Language (S**t, F**k etc)
Operator Flag
Thats a pretty horriffic response! Not a nice situation at all to be in - is there some ombudsman or something you can go to?
I can honestly say that I haven't had any problems with Jetstar so far. I shuttle weekly back and forth between Hobart/Melbourne and Launceston/Melbourne - 90% of the time on Jetstar as Qantas now only fly twice a day or something similar. I can say that every flight has been on time and I've never had a schedule change let alone a cancellation?!
My hypothesis is that some routes are attracting more customers and those schedules are left alone.... Jetstar seems to be very popular in Tasmania!
However I had a similar sort of experience with Virgin Blue who changed my flight time 3 times then to a new day entirely (!) for a total of 4 changes. To be honest I was only flying them as Qantas was sold out, but I thought I'd be open minded and give them a go.... !!! Voted with my feet I demanded a full refund, took 3 MONTHS to get it as they wanted to give me a flight credit even though they had destroyed my weekend away!!
You all may be interested in this article which highlights the most on time airlines in Australia (yea we know its Jet* and QF) but also the % of flights cancelled - Virgin cancels the most services which wasn't suprising to me at least!
Re: Jetstar riddled with flight changes and poor service
I'm aware that this thread is 3 years old but things have obviously not improved with Jetstar Customer Service.
I have been waiting 9 weeks for some word on what type of refund I will get for a cancelled business class flight that had me flown home chartered CHEAP economy.
I really don't want any refund just an upgrade to BC on my next flight. This is in 2 weeks however and I've been lied to, fobbed off, hung up on, for the 4 times I have tried to get some answers via telephone.
Each call I have been calm, polite and patient, just hoping someone will at least try to assist my concerns. I now think that the names I am given of 'supervisors' and Customer Service managers are false and that my 'holding on' for 20 minutes at a time while someone tries to find "Mark" or "Georgina' is just a ploy whilst they are most likely sitting at their desks eating donurts and having a good giggle.
How the hell can an airline NOT have email or phone contact for its customers.
Simon Westaway should be bloody ashamed at the blase attitude of staff he employs.
I won't use Jetstar again purely for their administration or lack of.
Re: Jetstar riddled with flight changes and poor service
Wow hasn't this risen from the dead. A whole life ago!
In the end I just gave up. I sent the complaint to JQ with a transcript of the recording I made. Believe it or not JQ sent back a pre-written letter (with certain details changed, making it a gramatic nightmare!) and they stated that the level of service I received "was not to the Jetstar standard" and they would forward the matter to the call centre manager who would take the required action against the staff member.
.... of course, my complaint was regarding the call centre manager so I certainly hope she took disiplinary action against herself!
All in all it was a pretty disappointing performance from JQ and I didn't fly them for a long tiem afterwards. Actually, since then I've only flown them on the super-discount fares that don't make them any money so I'm not too upset about it!
Re: Jetstar riddled with flight changes and poor service
Quote:
I now think that the names I am given of 'supervisors' and Customer Service managers are false and that my 'holding on' for 20 minutes at a time while someone tries to find "Mark" or "Georgina' is just a ploy whilst they are most likely sitting at their desks eating donurts and having a good giggle.
And just to confirm, that basically is correct. The two I delt with openly discussed the fact they they sat there for a few minutes while I was on hold as "the manager was retrieved from a meeting". The sad part is JQ obviously encourage and support this kind of behaviour.
Re: Jetstar riddled with flight changes and poor service
I thought I'd give it one last try before I document all and send off to whoever actually IS the Customer Relations officer.
This time I was told there is no such person as Mark. When I informed S..n that I was told by 4 people MARK was in fact dealing with my case, the fool backtracked and said ."oh yeah, he's out of the building at the moment."
I maintained my calm and polite manner, god knows how, and I was put on hold for a Narelle. She basically read something from a paper that they must all cite parrot fashion and I laughed, said it must be quite distressing working in such a futile office to which she pretty much agreed and I said my goodbyes.
I did send all documented notes, telephone calls etc. to hopefully a REAL person, but I'm not holding my breath.
I won't give up though, they owe me a Business Class ticket to Asia and I am going to have it. ha ha.
I did want it in 10 days though as I have a flight to Thailand but it's economy.
Re: Jetstar riddled with flight changes and poor service
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