Summary of Problem:
I had booked a domestic flight Sydney to Melb. I was unknowingly on an international flight - Sydney to Melbourne. How on earth is that 'international'?. That meant $70 in baggage as I had more than 100ml of liquid in my backpack.
Attitude from Christine on customer service desk:
Not our problem & pay up ($70 or $100) - take it up with Expedia (who I booked with)
WHen I was angry about this: manager - without speaking to me - deleted me off my flight because of my 'attitude'.
1. 2 days before my flight, I get a text to go to international section of airport. I thought this strange as my expedia booking said nothing of this.
2. WHen I arrived at the check-in counter - I asked the service officer why I was on an international flight and wasn't told of this when I booked as it affects my bag (I have liquids in my bag more than 100ml - so bag needs to be checked in). She directed me to the 'customer service' desk.
3. I told CHristine at 'customer service' I didn't know my flight was 'international' and was told I needed to get my one bag checked in (backpack) which would cost $70. My visa had been shut down due to suspicious fraud activities - and I only had $50 on me.
4. I said I didn't want to pay the $70 and had planned to take my backpack on board - so she said I could pay for another flight for $100. Other than that, she said to take it up with Expedia.
5. I was angry but kept my cool - saying that I had studied law, Expedia was in fact their agent and they were responsible for fixing it. SHe said no, I was wrong. Christine then told me she too was studying law and it's not Jetstar's problem..It was my obligation to have my itinery (it was at home) and because I didn't have it on me, she couldn't help me. I then told her she needed to study more law - to which she said 'excuse me....how dare you'.
6. I then asked for her name and she said 'yes, you can take my name' and I wrote it down. SHe then complained that I wrote down her last name (said I was breaching Privacy Law) and she wanted the piece of paper back. I then gave it back. I asked to speak to her manager.
7. Robbie, her manager, walked up to me and without asking me anything - he said he had listened to the last few minutes & because I had been argumentative, he had bumped me off the flight and I'd have to get another airline to take me to Melbourne. He said he doesn't have to deal with people like me. He didn't even ask me what was wrong.
8. Robbie said I had breached their customer code by my attitude and breached the privacy laws by taking her last name. I asked exactly what I had said that was argumentative or breached the code and it was 'you need to learn more law'. He then said because I hadn't stepped away from the counter when he asked, I was breaching another code.
9. No swearing involved at all and whilst angry, I kept my cool. Apparently that's enough to be considered breaching their protocol. I asked to speak to Robbie's manager but he said there was no one above him.
10. In tears, I called my husband, a barrister who calmed me down a bit. After a few minutes an older man came over to speak with RObbie & Christine - and I asked to speak to him.
11. In short, I got my flight transferred, that they always have problems with expedia but they're covered by all the clauses in the agreement to give me no rights. That's not what my husband said, but that's the story......unbelievable!!!!!!
Comments
I just checked the expedia
I just checked the expedia website - Pretty clear terms and conditions, including international flights. Not sure why you would blame Jetstar. I know you say your reading 'law' -maybe you should read the Expedia website.
As Austin Powers said 'who do
As Austin Powers said 'who do you work for'? There are no such terms/conditions on the website - the only terms and conditions are when making payment. These are the payment will not be refunded if you cancel. That's it. A bit of honesty please... about your interest in this.
Emma - nope don't work for
Emma - nope don't work for Jetstar and have no interest in this other than just stating time & time again - that people need to pause for a moment - read the conditions, understand what your booking.
Look - without debating it, the Expedia website has a million links to terms and conditions both before selecting the individual flights and prior to payment. It has expandable details of each flight, summaries of the carriers individual requirements, and tick a box checks before payment that you understand and have read these. I know that most people don't read these - but they are clearly there if you take the time to look.
If we look at what your experience was;
1. You booked a starter fare that had no checked baggage (Your choice)
2. You mistakenly booked an international terminal departure. Rare & an easy enough mistake to make. But the details would have been on your booking on the expedia website. (Not Jetstar's fault)
3. Arrived at the airport without a copy of your booking from expedia. (Not Jetstar's fault)
4. Had excess liquids that could not travel in hand luggage (International law - Not Jetstar's fault)
5. Didn't have enough cash to check your baggage (Not Jetstar's fault)
6. Had a declined credit card (Not Jetstar's fault)
7. Had a hissy fit at the woman behind the counter - started off by demeaning her by stating that you had 'read law' - even though you failed to read or understand or bring your own booking. (Not Jetstar's fault)
8. Got bumped off the flight - nothing they could do since you refused to dump your excess liquid and couldn't pay to check you bags (Not Jetstar's fault)
9. Then EVEN after all that they found a domestic flight for you and you were able fly. (Well done Jetstar!)
Would not it have been easier - just to roll up, be nice & say 'Hey I've stuffed up can you help me out?'
You should Lodge a complaint
You should Lodge a complaint at
http://www.airlinecustomeradvocate.com.au/General/Default.aspx