Jetstar riddled with flight changes and poor service

lucinda · #21 (**permalink**) 19th June 2007, 05:26 PM

This came from e-Travel Blackboard.

"Jetstar shrugs off revenue drop"

Typical of Jetstar, Maybe they should change the name to "Shrugstar"

They shrug off passengers as an inconvenience They shrug off bad press as lies, they shrug off maintenance issues as unimportant, they shrug off on time performance as irrelevant and not their fault.
They shrug off travel agents as the most useless things invented.
They shrug off bad in-flight service and state that they are no frills. They shrug off statistics because they don't matter either.
Basically the shrug off everything that does not, will not, agree with them.

Pity, because if they keep this up, the very people who pay their wages will shrug them off and Alan will be looking for another gig!!

Posted by Patrick Sandford of Travelscene Fremantle

vt01 · #22 (**permalink**) 22nd June 2007, 06:42 AM

The bottom line for J* is they really don't care and most likely never will. They are a low cost airline where price is king. The average mr and mrs fly occasionally will always go for the cheap fare and not really care about service. I would imagine J* could ignore the majority of the complaints because when it comes down to it, people don't know their rights and will not bother with the hassle of trying to get it set right. As soon as those $39 fares come back, so will the passengers - bad experience or not.

I think it's only the experienced frequent flyers who really care and will follow through with complaints. We are such a minority in the J* scheme of things, we really don't matter.

The only thing which would make a difference is if one of their planes falls out of the sky.

Platy · #23 (**permalink**) 22nd June 2007, 07:41 AM

One trick when dealing with faceless call centre staff is to ask them to provide their staff number. That means you lcan record an actual person against any call notes you make for future reference. They can be uniquely identified when you escalate the complaint and they know it!

serfty · #24 (**permalink**) 22nd June 2007, 08:52 AM

Quote:

Originally Posted by Platy

One trick when dealing with faceless call centre staff is to ask them to provide their staff number. ...

That may work if the actually give you a real number ...

On my recent flight from HNL, the service was exceptional. Well very good when compared to Qantas mainline staff.

Shame about the product they had to serve ...

Mal · #25 (**permalink**) 22nd June 2007, 10:09 AM

Quote:

Originally Posted by Platy

One trick when dealing with faceless call centre staff is to ask them to provide their staff number.

"I'm sorry Sir, I can't give that to you for security and privacy reasons..."

Bandicoot · #26 (**permalink**) 22nd June 2007, 10:15 AM

Hi Lucinda,

wow

I've never heard of such outrageous "customer service". Why don't you visit the Not Good Enough Site.

Not Good Enough - Australia's Customer Complaints Website :: Home

This is an effective name and shame site for hopeless companies. In some instances nge may actually help out with resolving your complaint.

Alanslegal · #27 (**permalink**) 24th June 2007, 10:36 PM

I Flew J* from Sydney to Phuket at the end of April 07.

After we boarded, plane delays 35minutes due to cargo problem.

Then when food started being served, it was only for those passengers who pre-paid or were willing to pay for it in flight. BUT I booked my ticket via the Qantas website on FF points?

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

Oh well!

oz_mark · #28 (**permalink**) 24th June 2007, 10:46 PM

Quote:

Originally Posted by Alanslegal

I Flew J* from Sydney to Phuket at the end of April 07.

After we boarded, plane delays 35minutes due to cargo problem.

Then when food started being served, it was only for those passengers who pre-paid or were willing to pay for it in flight. BUT I booked my ticket via the Qantas website on FF points?

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

You should have got the meal. It is part of the product for the QF codeshare on JQi.

NM · #29 (**permalink**) 24th June 2007, 10:50 PM

Quote:

Originally Posted by Alanslegal

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

QF Award tickets on JQ international flights are entitled to the FeedMe Pack (includes meals and one beverage per meal) as well as blanket (not the full Comfort pack). If you did not receive these amenities, then you should complain to Qantas Frequent Flyer.

Alanslegal · #30 (**permalink**) 24th June 2007, 11:05 PM

Quote:

Originally Posted by oz_mark

You should have got the meal. It is part of the product for the QF codeshare on JQi.

Nope, I didn't get my meal on the flight.

Similarly, my 3 friends who travelled with me on the same flight who also had award flights through QFF also did not receive their meals.

Strange enough, we just assumed it was because J* is a low-budget airline and everything is additional costs.

Oh well, it's too late, and not worth complaining to Q / J* over $20bucks .