Tickets booked and paid for and a five day break to start ... first time experience flying with Jetstar, and last. Following a 4.5 hour journey to catch our Jetstar flight we arrived at Uluru (Ayers Rock) to catch our flight with two hours to spare. On presenting ourselves to the Jetstar counter we were informed by their staff member that there was no record of our booking - despite showing them booking and payment we were advised that we need to go online and submit a customer service request or phone their 131538 # which was closely followed by the representative handing us a card stating she had customers waiting! Eventually she agreed to phone Jetstar only to reiterate the organisations mantra of submitting a Customer Service Request online and that there was no record of payment.
Despite several calls to the 131538 #, once whilst attempting to log a Customer Service Request online (the system would not work!), our issue still remains unresolved. We were told to purchase another ticket (only one flight out) and that someone would contact us in 15 working days. Lucky for us we did not have to find accommodation as we knew people that worked at the resort, knew where to access internet as my husband had worked on a community near the resort and we had the finances to purchase another ticket with Virgin; however, this situation could have been very different.
I am currently waiting for the issue to be resolved having forwarded all paperwork relating to the transaction - we will not be flying Jetstar again, mainly because of their tragic customer service and the difficulties passengers have in attempting to resolve their issue.
Comments
they just convolute the
they just convolute the issues and hope you will go away.
Legal action is time consuming and expensive.
At last we have managed to
At last we have managed to secure our money from Jetstar - however, the $50 credit for another jetstar flight will remain unused.
Tom, I am afraid I must
Tom, I am afraid I must disagree with you here. Taking Jetstar to the Small Claims Tribunal is extremely simple and incredibly inexpensive. In Queensland you can take your case in front of a magistrate in QCAT. It costs $21.50 (last time I sued jetsta) and took me half a day. The joy of seeing the Jetstar dorky "Customer Advocate manager" walking out of the tribunal with his tail between his legs is invaluable. They sent the imbecile all the way from Melbourne to Brisbane just to be told off by the magistrate before returning back to Melbourne. You get your refund in 7 days and don't have to wait 15 days for a useless response as is their norm.
9 out of 10 complainants on this forum (or Jetstar's own Facebook page) will be getting a positive judgement if they just bother to follow it up. Everything that Jetstar does contradicts the Trade Practices Act. They are just the masters of frustrating consumers to give up on their rights. It starts with their useless web site and goes on to their frustrating call center and their 15 day response time.
Thanks for the info Amir, it
Thanks for the info Amir, it is well worth knowing. I will be sure to share that piece of information.