I am writing to inform you of a situation I was in yesterday. I booked my return flight from Wellington to Christchurch through BYOjet (I have also emailed them with this matter) I received my email conformation and on the 10/2/2013 I departed Wellington with no problem. My return flight on the 13/2/2013 however was entirely different.
I arrived at Christchurch check in desk with over an hour before check in closed for the flight, I proceeded towards the desk and handed the girl my email conformation and ID. After a good ten minutes of not telling me what was happening and calling for help she told me that they could not find my booking. The supervisor (or who I assumed was the supervisor) then told me that I must have only paid for my Wellington flight even though I had the conformation in front of her. She phoned head office who informed her for some reason (no one seemed to know) I had been taken off the flight. She then informed me I had to ring BYOjet. At this point I was slightly annoyed but I understand these things happen so I asked to use Jetstars phone as it was in international number, I was refused without an explanation and treated as though this whole situation was my fault. As I left the counter with my bags I was told in a surly tone by the supervisor that if I wasn't back in fifteen minutes the check in desk would close and I would miss the flight. I was shocked with not only how badly I was treated but by how rude the supervisor was.
I rang BYOjet who confirmed that both flights had been paid for and assured me everything on their end was sorted so I asked them if I could put them on to a Jetstar representative to sort out. She said yes and I waited in the que. The girl who first helped me was busy with another customer but the supervisor was just stood behind a desk, i motioned with my phone but was ignored. I then went back to the girl who first helped me who spoke to BYOjet and was confirming all the details. At this point I had been ringing an international number for over 15 minutes to sort out a problem caused by your company. Eventually a more helpful supervisor came over, rang head office and I was put on the flight.
As a frequent flyer of your airline I was very annoyed at how I was treated, I Have to fly to Auckland every week now to visit my wife in hospital and I will certainly have second thoughts about booking with Jetstar.
I hope you resolve this matter and no more travelers will have to go through what I went through.