I call the customer service line to inquire about changes to my flight to which I'm greeted by Justine. I ask about changing the flight times and rerouting my ticket. She tries to work on the reroute and tells me that I would need to upgrade my flights for NZD$522 so I respond that it's only NZD$400+ to book new flights, why is it more expensive? I then proceed to inform her that Jetstar has already overcharged me 4x (NZD$1740) whilst only sending me 1 confirmation so how does this happen? Next I ask to just change the date of the flights, she then tells me it's NZD$150 and I reconfirm if it's for 1 person or 2. She confirms 2. Again I reiterate that Jetstar owe me money and that your booking system makes no sense where an upgrade is more expensive than a new ticket. She says "let me see what I can do? Puts me on hold. She comes back saying that "what she can do is Jetstar will charge me NZD$220+ but they will deduct it from the spoilage charge that Jetstar owes me." I start to get annoyed over the fact that she made it sound like Jetstar was doing me a favour for charging me money to change and that there was actually nothing that Jetstar did for me apart from stick to policy and charge me. Thus there's no point packaging it up to say that Jetstar is doing me a favour. I ask to speak to a manager.
I then get put on hold for about 30mins and overtime she speaks, I voice my concerns and I get a "uh-huh" from her and so I respond with "that doesn't help to soothe me" she responds with "I'm sorry I was coughing (coughs)" Are you KIDDING me???
So at this point I've been waiting for an hour before supervisor Ian comes to phone to only repeat all the stuff that Justine says. She does absolutely nothing to so I question why is she even escalated to. At the end of the day, I said, I was ready to pay the NZD$150 and at the point of Justine telling me to "hold to see what she can do" the prices go up. Ian says that fares are subject to changes, I get it when I was being indecisive but when you tell me to hold to see what you can do and I'm ready to pay, you cannot pass that change onto the customer. Ian checks the records and sees that that was the case and decides to honour the price.
My point??? Terrible customer service, first you overcharge me and you charge me in a matter of minutes and to refund it takes you 15 days? Then you try to rip me off with flights not just on re routes but on changing times because you tell me to hold. To top it all off, you have an insincere supervisor who just keeps repeating the notes that I was just told. The key to good service is to resolve quickly, not to keep your customer on the phone for 1hr 30mins, it only makes them more annoyed! To top it all off, your supervisor doesn't calm the situation by offering solutions or even speeding up a resolution, instead she just goes over it all again.
You know what would have been nice? If at the end, she gave me a coupon or some free baggage just to say: "I'm sorry that we charged you 4x (in which I already made a call a week before and I was happy with the outcome) but also that we kept you on the phone this time for 1hr 30 mins and it's midnight in HK and that we did absolutely nothing for you but to charge you as we should have done." I would have paid anyway!!!
The worst worst part of all this is, I spend all this time writing it in your feedback form and it will fall upon deaf ears and nothing will get done. You will continue to have bad service and I will get an automated email saying "thank you for your feedback we apologise for the unhappy experience and will seek to improve, have a nice life"
Great Customer Service Jetstar!