Here's my story. I've read this page but I didn't know how bad JetStar is till I experience it myself. The flight from Singapore to Phuket was perfectly fine, no problem at all.
However, on our return trip on 16th May 2013, they almost overcharged us! We bought 20kg check in baggage, and their machine initially showed 23.4kg, after I shift my luggage a little, it read 23.1kg. Then, they moved my luggage further in, and it ended up as 25.3kg, and we were told we had to pay 600bhat per 1kg, which means they will be charging us 2400bhat for extra baggage. Ok fine, so they said they only accept cash, and only in Thai Bhat, so my boyfriend ran to the money exchange and changed for another 2300bhat because we have about 700bhat left.
Upon my bf's return, I asked, how do they know if it's accurate since my baggage weight fluctuates, and why is it that they take 25.3 kg and not 23.1kg since it was the lightest I read from the weighing scale. After I kicked up a big fuss, they moved it to another weighing scale at the belt right beside, and it read 21.5kg, which means I only had to pay 600bhat and we just changed our money to Thai bhats for nothing. I demanded for their staff to get me back my $100SGD from the money exchange because it was their fault for making us change that unnecessary money, and all we got was "I'm sorry, the machine was spoiled". No attempt or whatsoever to go to the money exchange and get back our money. We clearly know we will get back less than 100SGD if we were to change the Thai Bhat back to SGD on the spot.
They finally gave us back our $100 after 25mins of long wait, when my boyfriend only took less than 5 minutes to go to the money exchange and return back. Where's their sense of urgency? We are catching a flight back to Singapore and we ended up boarding late, because of their terrible mistake.
If you were to travel with jetstar, make sure they don't overcharge you for their spoil machine which is no fault of ours! What a bad way to end up holiday trip. I will never travel with JetStar again.
Comments
You guys got off easy because
You guys got off easy because your smart!!
Read what they've done to other customers and you will feel great!!
My Jetstar experience is way over a year ago and I will NEVER forget!!
Now I regret paying for that
Now I regret paying for that 600baht, maybe my luggage wasn't even overweight given their lousy weighing machines! Never ever gonna travel with them again.
ZuMei your story is actually
ZuMei your story is actually quiet interesting as this issue has never come up as far as I am aware. Just imagine the hundreds if not thousands of people who have been scammed in the past 9 years with faulty scales. I am actually going to follow this up and try and get to the bottom of it. Jetstar could certainly be in a lot of trouble if it turns out that their scales are not calibrated correctly. I am sure that other airlines have the same problem but they are not as pedantic as Jetstar when it comes to an additional 2 or 3 kilos. Hmmm. Interesting .....
Love to hear from anyone else who has also been charged for an additional 1 or 2 kilos of luggage.
Amir, Jetstar have a big
Amir, Jetstar have a big scam going on at Phuket Airport. I can prove it. I have flown from there five times in 10 months. In February I had a case that weighed almost 15 kilos at their check in yet in Singapore after arrival (i weighed it) it was only about 12 kilos
I have noticed a lot of bemused people being lied to and having their money stolen at Phuket this year alone. Why would my luggage be almost three kilos lighter on arrival at Singapore. LYING THIEVING JETSTAR
Ash, yesterday I sent Jetstar
Ash, yesterday I sent Jetstar a message via their feedback page asking them to confirm if they can guarantee that their scales are calibrated regularly and are correct or within an acceptable margin of error. Of course I did not get the usual acknowledgement email that you get back when you send you initial message. I am sure they have a bid red cross on my name in Jetstar. I haven't yet had any response back but I will keep everyone informed if I do. Meanwhile if more people let me know about similar experience it enforces ZueMei and your experience. I really like to follow this up and see where we end up at. This could turn into a major issue for Jetstar.
I won't let this rest because
I won't let this rest because this totally ruined my happy holiday. Everything went well except for that flight back. Jetstarmight have selectively missed my complaint email because I have gotten any reply except for an automated reply. My sister flies frequently and she told me airlines usually give a leeway of 2kg in case of machie fault. In case any of you travel with Jetstar, be sure your check in luggage isn't overcharged!
ZuMei, Jetstar claim via
ZuMei, Jetstar claim via their facebook page that they have responded to your complaint (see jetstar Facebook on 21 May @ 7:00am). Can you please let us know what they have said or done, if anything. Thanks
This is exactly what I've
This is exactly what I've gotten from JetStar if they even consider this as a reply.
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Dear Zu Mei
Thank you for letting us know about your Jetstar experience.
If you’ve elected to receive a response, we will endeavour to respond to you as soon as possible. A dedicated Customer Care analyst will commit to responding to you within 15 business days. Please see our Customer Guarantee www.jetstar.com/au/en/what-we-offer/our-guarantees/customer-guarantee for more information.
If your feedback or query relates to imminent travel, please contact our Telephone Reservations team www.jetstar.com/au/en/contact-us#Contactcentre for assistance or alternativmely, our Telephone Reservations team can complete a request for our Customer Care team to call you.
To help us identify and respond to this specific issue, please clearly quote your Case ID (CAS-806615-ZN39L6) in any future communications with us. You can also provide additional information through our Feedback form www.jetstar.com/au/en/contact-us/customer-care-feedback-form
Kind regards,
Jetstar Customer Care
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They did not even address my issue, how is this considered a reply? In any case, I will follow up with them. And let all of you know again. Amir, can I check which JetStar Facebook? Because when I typed in the search, there was simply too many. JetStar Australia, JetStar Airline etc..
Thanks ZuMei. This is just
Thanks ZuMei. This is just the standard automated confirmation of the receipt of your complaint. It is interesting though that they claim in their facebook page that they have already replied to you. This company is amazing !.
You can read the facebook entry y searching for "jetstar Australia" on Facebook. Then at the end of the banner, right under the number of likes, there is a box headed "Recent Posts by Others on Jetstar Australia". click on see all and you see thousands of people complaining. If you scroll down a couple of pages you see an entry from Joseph K Goldsmith asking what happened to your case and Jetstar response. I have also asked the same question there. You might want to also add that you have not received an answer. I also wrote a letter to Jetstar referring to your experience but didn't even get the automated acknowledgement back. But I'll keep the pressure on.
Cheers
Amir
Hi Amir, Managed to find the
Hi Amir,
Managed to find the post and commented on JetStar's untrue reply about their having their staffs contacted me directly. Have also done as what their staff said, and I sent in my Case ID. I have no idea why I have to elect myself for a response from them. Who will send in a complaint and expect nothing in return, no even an explanation? This is the most ridiculous airline I've come across thus far.
Its wonderful that there are
Its wonderful that there are people out here who are willing to make a stand. I have found out this week that Jetstar CAN be sued, in the courts, quite easily. I'm amazed they have the gall to actually lie on the Facebook page (well no im not!) and they expect people to just not notice it. They truly need to be closed down
No words can express my
No words can express my disappointment. I've been asking umpteen times for an explanation and all I got was a $50 flight voucher. I will never travel with them again so that's the use of me having that $50 voucher?! And how easily they put my issue aside! No words or email to apologize or anything, just a $50 flight voucher sent to my email. Utterly disgusted by their service attitude.
Have you had any further
Have you had any further recourse yet?
ZuMei. Has there bee any
ZuMei. Has there bee any progress on your case ?