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On the 3rd November, i call Jetstar regarding a flight I am taking from Rockhapton to Sydney - the return sector of my holiday. The flight was confirmed to depart at 2:25pm, however two months after I booked the flight, Jetstar advised that the flight will be departing at 9:15am, some five hours earlier than scheduled. I had booked the flight to meet my connection from Great Keppel Island, which arrived in Rockhapton at 12pm. After contacting the boat transfer company, they advised the earliest I could get to Rockhampton was 10am. I was left with no option other than to change the flight to depart the following day, and pay for an extra nights accommodation in Rockhampton.
I called Jetstar to request they pay for the extra nights accommodation. I realise that flight changes do occur, however I feel 5 hours is more than just a "change". The call centre operator advised me to write a letter and expect a response within four weeks, a time period that I considered to be overly generous, however I wasn't particually bothered.
Four weeks later, Jetstar have failed to reply. I contacted the call centre again, and was told that all I could do was wait - the team leader refused to allow me to speak with anyone who could resolve the situation, and she could not guarentee that the situation would ever be resolved. After being thrown around in circles for an hour, I simply had to accept that all I could do was wait. The team leader advised that the letter was received on the 10th November (3 weeks ago), but she didn't know what was happening, nor was there anyone I could speak to that knew.
I am amazed that an airline can refuse to allow me to speak with someone to resolve a situation. I now feel that I will never hear from Jetstar again, and the matter will go unresolved forever - and I will be out of pocket as a result of their actions.
If anyone's planning to fly shortly, use Jetstar as a last resort. I'm also booked on a flight departing this Saturday to the Gold Coast, it has changed (get this), 6 times!!! They can't keep to schedules, and their customer service is terrible. I realise they reserve the right to reschedule, but surely there are limitations
I had (or, more precisely, I am having because it's not finished yet) a similar Qantas experience which I will describe in a minute. Check Jetstar's stock exchange listing and complain directly to the CEO (registered mail). The CEO won't read it but they have dedicated staff to look into those things...Originally Posted by danielribo
cpl,
Jetstar is actually a subsidiary of Qantas (though Qantas doesn't see it that way??).
I thought they are listed seperately. In the long term it will be interesting to see if and to what extent Jetstar operations undermine the Qantas brand. After all, it can happen eg that you book Qantas holidays and you and up on annoying Jetstar flights... (but that's a different topic)Jetstar is actually a subsidiary of Qantas (though Qantas doesn't see it that way??).
Well the saga continues...
Today I received a call at 10:30am from Sarah advising me that Jetstar would not be reimbursing me for the costs incurred as a result of their decision to change flight schedules. At that point I requested to speak to Julia, Project Manager. She too spoke offensively and offered no solution to my situation, she also said that there was no way anybody who could actually deal with my complaint could speak to me. I advised her to instruct your complaints department to call me at 3:00pm, to which she said she would request they do so. At this point the call was terminated. As I was receiving the call from my vehicle car phone, the call doesn’t disconnect until the other party hangs up the phone. Julia did not do this, and I was then able to hear the conversation between her and Sarah. It is this conversation that shocked me beyond belief. I was so distressed by the conversation that the two were having that I recorded the remaining portion of the call.
Firstly, Julia and Sarah exchanged extremely offensive comments about me. This is probably the most insulted I’ve ever been by any company. I asked Julia during the call to investigate why Sarah had advised me the complaint was being investigated and then admitted she didn’t actually know. Julia assured me that she would look into the complaint. I overheard her saying to Sarah (quote) “he was saying you said yesterday it was being investigated and then today you said it wasn't" to which Sarah replied “Ah huh” with extreme sarcasm in her voice. The two then laughed loudly together.
At the beginning of today’s call, Sarah advised me that Julia was in a meeting and was very reluctant to put her on the phone. She told me (and Julia confirmed this) that she had to be taken out of the meeting to speak to me. However, I would then overhear the two saying (quote) “You were there when I started the phone call... so I put him on hold” which clearly shows that Julia was not in a meeting, and Sarah was straight out lying to me.
The final insult came when Julia discussed with Sarah my request that somebody in the complaints department call me that afternoon. They both laughed openly and Julia exclaimed (quote) “I’ll make sure I’m not available for him” and the pair laughed loudly. At this point they obviously realised the phone was off the hook and the call was quickly terminated.
I am still in shock that two customer service staff would discuss a customer like this, particually while the customer could hear them!!!! I really am lost for words, and equally lost for ideas on what to do
Well, I believe you have a story for A Current Affair or Today Tonight.
I wonder if JetStar recorded the call "for training purposes"?
It might also be used used for "redundancy purposes" :wink:
I bet they'll give me the "in this instance, the call wasn't recorded" to which i can say "that's ok, i did it for you"!
I've contacted ACA and Today Tonight, and i've also sent Jetstar a detailed letter explaining what happened and advising them that the media have been informed.
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