Hi, writing to you about the shocking 'customer service' we received at the service desk at auckland domestic airport last night.
The flight my girlfriend and I were on from queenstown to auckland was initially delayed 30 minutes giving 20 minutes to disembark our flight and re-check in for a auckland to wellington flight, we explained this to staff in Queenstown and told would still be plenty of time.
The flight was then further delayed so that would now miss the check in time by the time we got to auckland, again we explained to a staff member at the gate and she said not to worry as if my girlfriend missed the flight then Jetstar would rebook as the airline was at fault.
Flight attendants on board even sat us up the front to have to highest chance of trying to get to the check in desk on time.
Unfortunately this didn't help as after disembarking and running to the check in counters we were 5 minutes late.
After explaining everything that had happened the woman was unrelenting and disgustingly rude in trying to place blame on us and also the ground staff in Queenstown saying they should've checked us in. How is this our fault they didn't? We were made to feel completely in the wrong by your 'customer service' yet your plane was late.
Eventually we were told we would have to forfeit the flight and that she Would book us on flight in the morning but we would be charged. This was completely against what we had already been told and after more arguing she relented offering to book my girlfriend onto the 6am flight but she would have to be at the airport at 4:30am or the 7:15am flight but she would have to be at the airport 5:15am even though we were told just to be at the airport 30mins before to drop off luggage where are these times pulled from? your customer service manual?
My girlfriend had to pay for transport to and from the city and accommodate herself. Im not asking for any compensation from Jetstar, there is more chance of world peace than that, this most is more to let other people know how their experience with Jetstar could turn out.