Please find my letter sent to Jetstar customer service, it's Group CEO and it's ANZ CEO. I'll also be forwarding to the SMH travel writer.
Dear Ms Christodoulou
Thanks for your email which puzzled me a little as it was in direct contradiction to my last interaction with your team.
After repeated attempts to submit my complaint via your website (over the course of about 5-7 days), I finally was given an email address to send my letter to. Apparently you don't deal with complaints over the phone, they have to be in writing and in the form of a "document" specifically. Once again please find attached my original email of the 15th of September explaining why I didn't accept the change to my flight from Adelaide.
I later spoke to a member of your customer service team (Khai as you state below) who was unable to assist with a mutually acceptable resolution to my issue.
Now, this is where our versions of event differ as it was I who asked her to send me a letter outlining your policy and possible options for remediation. Not unlike the one you asked me to provide once again as it seems below. Sadly she's either forgotten or was advised the policy of a letter being required as a means of communication applied only to Jetstar rather when asked of by their customers.
This isn't a criticism of the person I spoke to, (as she was very charming, pleasant and well trained in your policy of staying "No"). It's a criticism of Jetstar's seemingly one sided policies when it comes to applying changes to schedules without any care or recourse for your customers. I'm sure she was following the carefully set out script devised by your customer "service" team anyway. And you know what, she does it well. Kudos to Khai as she was lovely throughout the call to a thoroughly unhappy customer.
I am still yet to receive the letter, but I was even more surprised to receive this email asking me for the document I provided almost 3 weeks ago.
After taking a quick look at your website, I noted a few things in your customer guarantees that aren't really being followed through on. I'm bringing them to your attention below.
"We strive to make every part of your experience with us uncomplicated, pleasant and enjoyable."
If I'm honest, this hasn't been particularly "uncomplicated". Making me jump through hoops, repeatedly, to provide you information you've already received is a little on the needlessly complicated side. I think I did mention in my prior communications with your Twitter team, that Jetstar having a website that didn't actually accept complaints via the complaints form doesn't really make for an "enjoyable" experience either.
"You will get what you paid for"
But I didn't, I paid for a flight, at a time chosen by and convenient for me. And you changed it and wouldn't tell me why. Then you refused to change my trip to another more convenient time later in the year. Oh and you also refused a refund. So I've not really got what I paid for there. I've just got a major headache and early onset RSI by responding to the repeated requests for the same information.
"We believe that air travel is all about choice, and you should be able to pay for only the services and products that you choose."
This bit above just confused me. I didn't chose that flight you moved me onto. I chose for my trip to be moved to
another time of year for the equivalent cost. But then you told me over the phone that "Jetstar do not guarantee it will be able to carry you or your baggage in accordance with the date and the time of the flight"
and that request was refused.
So it appears here, you're contradicting your terms and conditions in your customer guarantee.
"We’ll let you know your choices if your flight is changed before you travel"
This one I'll give you. You did tell me it was changed. But you didn't give me any options that were suitable for my new, and "improved by Jetstar" travel plans. You just told me to accept via a single radio button that only state is "on". Nice dark ux pattern at work there. Not unlike most of your online booking system
which pre-selects options for a customer to deselect so you can convert more up-sales.
I did see this though, "You also say this "If we fail to meet this commitment, call us and we’ll provide you with a $50 Jetstar travel voucher *Click here for more detailed information and full conditions."
I had called that number originally and I was told to send a letter, hence the catch 22 situation I've found myself in now.
"You can have confidence in how quickly we will refund your money"
Actually this one made me laugh. Thanks for making me smile Jetstar.
Once again I'd like to state what I would like you to do.
Either:
a) Refund the price of flights for me AND my partner or
b) Change my flights to another weekend when it's more convenient for US to fly.
I'd also like you to respond to me by "document", but I'll accept an email. I'm flexible like that.
In the meantime, whilst I await your
response
, I'll be checking out the letters and other customer stories on the http://www.dontflyjetstar.com/complaints/lies-lies-lies-jetstar
website. You must have made a lot of people very unhappy. Please consider me added to that ever growing list.
I find it interesting to point out that my
originally complaint seems to have been removed from your Jetstar Facebook page
(I have looked for it, and couldn't find it so I have to assume it's been deliberately taken down). Instead I see a litany of similar complaints underneath the one way promotional system you've assumed Facebook is for. It's a great shame you're not using this channel to placate your unhappy customers and restore some of the face you've seemingly lost from this "book".
Looking forward to hearing back from you.
From another disgruntled Jetstar customer.
Marla Mitelman
Comments
Hi Marla This is one of the
Hi Marla
This is one of the best emails i have seen written to Jetstar. Good for you as Jetstar has upset and treated a lot of people the same way for a long time. Please also send your emails and written complaints to Qantas as Jetstar is it's cheaper airline. I will be very eagerly watching your posts for the out come.
Hi Trish Thanks so much. I'm
Hi Trish
Thanks so much. I'm glad I pointed out their customer guarantees as a large organisation like this should really put some effort into upholding them. I suggest other unhappy customers do the same as they have stated these on their website and should be held accountable when their actions contradict their promises.
I have just received a response by email asking them to let me know an appropriate time for them to call. That surprised me as it is a weekend, but perhaps the CCing to their executive team propelled them a little faster.
As I'm overseas and not contactable by phone I've asked for them to email (as per my original request for them to conduct their responses in writing as they asked of me). I'll let you know what they say.
Hi Marla, Just wanted to let
Hi Marla,
Just wanted to let you know that legally you are entitled to a refund when your flight is changed. This is regardless of what Jetstar claims is the conditions in your contract. I had exactly the same situation back in February when my flight was changed to one that was 2 hours later than the one I had booked back in November 2012. I asked for a refund on the exact basis that you are asking a refund for. That is the flight offered is not what I purchased. They refused a refund and ignored all my communication, as they do to everyone. I eventually took them to the Queensland Civil and Administrative Tribunal QCAT (The old Small Claims Court) and won the case in March 2013. They had a senior customer advocate at the hearing with all the bells and whistles who had traveled all the way from Melbourne. Not only did they fully refund the fare, they also had to pay for my out of pocket expenses (the lodgement fee). You can read the whole story on this page at:
http://www.dontflyjetstar.com/complaints/result-my-law-suite-against-jet...
Jetstar has managed to master the art of ignoring complaint until you give up. They will drag this as long as possible until you are sick of it and just cop it on the chin. Please don't give up. No point complaining to them as you will not get anywhere. As you rightly mentioned they have been all trained in just saying "no" to everything. Firstly let them know you will take them to a tribunal. You are welcome to mention my name and the result of my fight with them. I am well known in their office as I was a noose round their neck for almost 5 months. Then if they don't come good, lodge an application with the tribunal in your state and you will be surprised how quickly they respond. The cost is minimal. In Queensland the fee for hearing your case in QCAT is only $21.50.
Good luck.