EXCESS BAGGAGE CHARGE FOR BY MISTAKE AND NO REFUND WHEN REQUESTED

My wife and I were treated by the baggage check-in operator at the Townsville Airport on Monday 2nd March 2015 for our cabin baggage being supposedly overweight.

Before leaving home we weighed our one bag to be checked in at 17kg.

When my wife and I went to check in our baggage at the airport the bag weighed in at 21Kg - When was the scale last calibrated!

The young gentleman (who's name I did not get) who was serving us then requested to weigh all our carry on luggage, including my wife's small hand bag.

He then proceeded to write down all the different weights of each item and came to the conclusion that we had a total of 5kgs over weight - He obviously had time on his hands to do this as there was no one else in the que at the time.

I said we are allowed 10kg carry on each.

He went on to explain the carry on luggage weight had changed from 10kg to 7kg as of November 2014.

He then requested that we go away and transfer weight from our carry on luggage to our paid check-in baggage - what was the point of this, it still goes on the plane.

We then proceeded to go way and transfer weight from our carry on luggage to our checked in luggage for 10 minutes.

As we returned to the counter to re-weight our baggage he clearly saw we were upset and distraught but had to add fuel to the fire by smartly saying "we need to stop meeting like this", which we did not find amusing at all.

We were charged a total of $75 for excess baggage fees for 5kg!

The person who served us was clearly a baggage handler who was filling in for someone while on a break, because his radio went off from the baggage guys asking him where he was to help load the plane up.

Upon re-checking my ticket, it states:

For our Starter Fares (including Plus and Max Bundles) you are permitted one main item of carry-on baggage and one other small item with a total combined weight of up to 10kg.

So where did your checkin operator get the 7kg from?

My wife and I feel we were were hardly dealt with and it put a great dampener on our holiday to Sydney for the whole week.

After sending my complaint into Jetstar via their feedback form, we clearly stated as above that a mistake was made by their operator and he needs to be made aware of this and we would also like to be compensated for the stress it put on us during our holiday - A refund of $75.00

Jetstar replied back an email with what appeared to be an auto reply with a FIVE parragraph self promoting spin doctor of jargon - Not even mentioning a refund.

The last paragraph read:

It is always disappointing to learn that one of our customers is unhappy with our service but without this feedback, its much harder for us to identify where we need to improve so we genuinely appreciate your comments.
Please be assured that I will be including your feedback in my report to senior management.
Thank you for taking the time to tell us about your journey. I hope that despite this experience we’re able to welcome you on-board a Jetstar flight in the future.
Yours sincerely,
Jetstar Customer Care Team

A very poor way to deal with a complaint Jetstar, I will not be flying with you again.