Pay for Leg room and dont get it plus less

Submitted by Steve Pond on Sun, 14/04/2013 - 20:19

On a recent trip from Darwin to Singapore of which I had payed extra for extra legroom seats, we were refused these seats and given normal seating on the way to Singapore & had to argue with ground staff at the check in counter in Singapore for 30 minutes & customer service via phone after ground staff refused to do anything on the return leg of our journey. Customer service argued for another 30 minutes trying to tell me I had not booked or payed for extra legroom, so if that's the case, who has taken my money from my credit card and not booked the seating?
We also had inoperable folding trays on both seats which I have taken photos of, the flight attendant asked us to use the folding tray of the passenger beside us, that’s just ridiculous and A COMPLETE SHOW of an incompetent airline.
One has to wonder if an airline cannot fix simple folding trays how can they maintain the rest of the aircraft, this is very concerning to say the least & there were numerous broken trays that had been taped closed.
I will be following up an illegal credit card transaction claim seeing nobody within Jetstar will take responsibility for their pathetic customer service and treatment of paying passengers.
Apart from that our original departure time was changed from 2.40pm to 6.20pm which caused me to miss a very important meeting, if we had of known this from the start we would not have booked with Jetstar & we will no longer will in the future.
I have many work colleagues & friends who travel & we will be certainly advising them to stay clear of JETSTAR at all costs.
I will also remind you of this page which is a complete joke
http://www.jetstar.com/au/en/what-we-offer/our-guarantees/customer-guara...
No thanks & No regards Steve Pond – Former Jetstar Customer.

International

Australia-Darwin

Singapore-Singapore

Comments

We always travel with a copy

Submitted by Edward Cat on Mon, 15/04/2013 - 10:56

We always travel with a copy of our booking etc. We arrived at Melbourne Airport to fly to Cairns Oct 12. We had booked and paid for row 1. At check in boarding passes allocate us row 1 seats, we arrive at gate to board and the computer beeps at the gate, we are told to step to the side. The Deathstar gate dragon tells us that someone else has already been allocated these seats and hands us new boarding passes for row 10. My husband is furious but remains calm and tells the gate dragon that we have PAID the additional fee to sit in these seats and that we have our receipt! WE hand her the documentation from our online booking and after 15 mins we receive back our original boarding passes and row 1. Upon boarding the flight the third seat is occupied by a female in row 1 and during the flight the cabin crew are very friendly towards the female seated next to us and even giving her 'complimentary' beverages etc. We listen to to the staff chatting to her about Deathstar job politics (as you do in front of customers) and the female strikes up a discussion with us, the female tells us that she used to work for Jetstar! And she and her friend who currently works for Jetstar and is travelling with her but seated separately are travelling to Japan that day. Bingo, we establish that the Deathstar staff at check in somewhere tried to bump out paying passengers in row 1 to let their 'friends' sit in row 1 and make us think we've made a mistake!
On the return flight row 1 we had pre paid for a meal each. The female across from us was given water and her paid for meal and when the crew member came over to serve us, he told us what they had and the cost and we said that we have pre paid for meals, he said they have no record and sorry you will need to pay! My husband says no I have the receipt which the crew member views but does not change his mind. My husband says he has paid and the crew member checks the manifest.... Well what do you know.... " err sorry yes you have paid for meals what would you like....."

So we recommend always having a hard copy of your reservation!

Your experience should serve

Submitted by Tony Clifford on Tue, 23/04/2013 - 15:56

Your experience should serve as a lesson not to bring a copy of the reservation or receipt, but simply never to book with Jetstar.

This site it full of passengers relating their unsatisfactory experiences, myself included. I cannot comprehend why people persist in feeding money to this unethical company. Why put yourself through the agony of dealing with them?

We had a hard copy of our

Submitted by Steve Pond on Sun, 28/04/2013 - 18:57

We had a hard copy of our booking for both flights & they just ignored them , as Tony Clifford above has stated , we will never be flying Jetstar again , simple , the more people stop flying with them the faster they'll go broke.
Also I still have not had a reply from Jetstar customer care.

Well I like the frequency of

Submitted by Edward Cat on Sun, 28/04/2013 - 21:50

Well I like the frequency of their flights and it pays to be polite, calm and level headed when dealing with them and ensure you have the upper hand. I just flew with them again On two sectors recently no issues and up front seats obtained. I rest my case and Jetstar are well and truly in the red and thriving.