Three Strikes and Im out!

Third Strike
12/10/2016 I paid for 2 return tickets to Hawaii with you for the price of $1083.36, including seats as generally you want to sit next to your family member, especially the elderly!
13/5/2017 you sent me an email to remind me that our flights are coming up, so I checked the booking to make sure all is ok, then I notice that my father and I are not seated next to each other as previously paid & booked for so, I then change the seats to ensure we were sitting next to each other.
25/5/2017 you sent me another email to remind me to book luggage, so as I travel light I don’t need luggage but thought I would purchase it for my father just in case, as he travels with a lot of medical items and paid an extra $128.00 for him.
29/5/2017 you sent me another email to offer a flight upgrade to Business Class for $600.00 which includes a free seat selection, luggage, entertainment etc to which I had already paid for? I called my Father in Adelaide to see if he wanted the upgrade as it was his 77th birthday holiday and if he’s keen on taking this upgrade as last year when we booked our flights to Vietnam with Jetstar and also paid for an upgrade you cancelled the flight. It took us 5 emails, 3 phone calls and 7 months later to receive our refund from you! My father declined this offer from me due to your cancellation history.
29/5/2017 - 9.30pm - I looked again at your Business class upgrade email and checked your seat allocations and there was still seats available, so I decided to give you a final chance and I booked and paid totalling another $604.50. Once the booking had gone through I tried to book our seats, and by this time there was 4 seats left in white, but I could not select them. After my itinerary came through, I tried to select my seats again multiple times at 10.51pm, 12.01am &1.15am at that stage there was only 2 seats available on different sides of the plane. I will be travelling with my 77 year old father and there is no way that I am going to sit on opposite sides of the plane.
1.26am I rang the customer number 131 538 and spoke to Alice and said that I was not happy with your online system and that I could not book our seats and all she said was that was it and I will have to deal with it, at this stage I was very distressed. I asked to speak to her supervisor and was told many times that a supervisor was unavailable but I kept on persisting to speak to someone as this was unacceptable, especially in such a large corporation and not to have a Manager/Supervisor on duty. Finally after being extremely upset I was transferred to the supervisor who also told me that sadly there is no longer any seats left where my father and I can sit together even thought when I booked there were seats available and there was nothing he can do. I was not happy with his response either and asked for my upgrade fee of $604.50 to be refunded and to put us back into our original seats in economy as you could not accommodate us but he said that it’s a non-refundable amount. He also said that he would make a note for the ground staff on my booking.
The total of our trip has now skyrocketed to $1811.36 (from the original amount of $1083.36 that already included seats), and have paid for 2 lots of seats and 2 lots of luggage but still you could not provide me with 2 seats next to each other.
I thought drip pricing was illegal and that you were fined last year for this kind of behaviour but it seem you have found another way around it?
Flights $916.92, Booking Fee $11.36, Seat Fee $36.00, Third Party Charges $119.08, Baggage $128.00, Upgrade $604.05, Total $1811.36
Second Strike
6/1/2016 I booked 2 tickets for my Father and myself to Da Nang (Vietnam) via Singapore to travel on JQ7 on Sunday 7/8/2016 leaving at 11.15am with connecting flights to Da Nang with a 1.5 hour stop over through Jetstar.
25/7/2016 we receive an invite to upgrade to Business class at the total of $400.00, so we booked and paid and selected our seats.
1/8/2016 I booked all of our transfers to and from the airport with Blacklane Services and paid for them in advance. 4 Transfers in total costing us $160.00
7/8/2016 at 8.13am we were on our way to Melbourne Airport and you decided to send me an email and cancel our flight to Singapore. No reason given at the airport just given a $15.00 Jetstar voucher each, not a lot use that will get us and was told we would be put on a Qantas flight at 3.30pm. (7 Hours later)
We arrived at Singapore about 10pm Australian time (8pm Singapore time), and I was told there would be someone there to meet us as there was a hotel booked for us for the night. After walking the airport for an hour we finally found the Jetstar Asia Desk where we were told where we were staying. At 11.30pm we get to the hotel reception desk where we were given 2 vouchers for dinner but were told that the dining area was closed for the night. As the dinner wasn’t provided we used the mini bar as our dinner.
The next morning we were required to pay for the mini bar ourselves.
Finally we get to Na Dang and get a taxi from the airport, as we had lost the money we paid on the transfer service that we previously booked and we are lucky they didn’t cancel our hotel booking even though we were 1 day late. We asked if we could get a refund for the night’s stay that we missed due to the flight being cancelled but we were unsuccessful but they were so nice and accommodated us accordingly.
12/8/2016 the day before we were supposed to leave Da Nang to go to Ho Chi Min City, I was on the computer in the hotel and decided to check our flights for the next day and lucky I did as they were also cancelled without any notification! We were due to fly to Ho Chi Min City at 11.35am which would of given us a little time to enjoy breakfast and do a bit more shopping at a leisurely pace and head to the airport, but sadly we were moved to a 7.40am flight without any warning or notification and had to leave the hotel at 4am and lost the morning there!
11/11/2016 I submitted a claim for our upgrade refund and received an automated response acknowledging my email and that I will be contacted within 10-15 days and given a claim number.
24/11/2016 I again followed up my claim to see where it was as I have not heard anything and received and email from a Gloria Marie - Jetstar Quality Analyst Customer -Care@jetstar.com advising me that I need to contact your colleagues at Jetstar Pacific - servicecomments@jetstarpacific.com.vn. I did that too.
16/12/2016 I again sent another email and again was replied to by Gloria Marie - Jetstar Quality Analyst Customer -Care@jetstar.com advising me that I need to contact your colleagues at Jetstar Pacific - servicecomments@jetstarpacific.com.vn. Again I did that too.
16/2/2017 I sent another email asking where my case was at if I was to get a refund before this year is out. Still nothing.
29/5/2017 At 7pm, I called your Customer Service number to see where my case was progressing in relation to my refund from 7 months ago as I thought if I get this refund my father might change his mind and take the upgrade to Business class on the Hawaii flight. I was told that I can’t talk to anyone over the phone but I will need to do a chat online. I logged in to your chat was told that I was 7th in the queue and waited 35 minutes and got chatting to your online representative. I gave him my claim number to which I submitted on
Finally after discussing my details with your on line representative and being on line for 45 minutes your online representative told me that the my case has been closed because I supposedly gave the incorrect back details to which I did a check on the first initial claim that I submitted and to find that to be untrue. I was offered my initial $400.00 that we paid as an upgrade plus a $100.00 Jetstar voucher for my time but no refund on what we had to spend on the mini bar dinner for the few hours we endured in the hotel plus the inconvenience or loss of hotel booking that we missed out on.

First Strike
November 2015 we travelled to Bali on the Melbourne Cup week, decided to go for 5 nights but sadly the volcano went off and our return Jetstar flight was cancelled due to safely reason which is totally acceptable. What was not acceptable was there was there was no communication on the cancellation or when we could get a flight back home. As my father did not have any extra medication to see him through another 7 days and by day 10 we had to organise other flights with Emirates via Singapore to get home.
Thank goodness for travel insurance as it cost us $3500.00 to get home and we were lucky to get that back. Love AMEX Insurance they were wonderful.
***From booking a single flight to having so much pain and anxiety before we go on holiday I really don’t understand why you do this to people or how your still in business when you treat people this way. Even when I travel from Melbourne to Adelaide there is always a change in your schedule or the flight has been cancelled for no reason given?
How can we ever trust you?
I am one disgruntled traveller and this is why I have to written to you and many others such a long and detailed letter to let you know my disappointment in your service and I am sick and tired for paying good money after bad for loss of hotel rooms, airport transfers, booking fees, loss of my time, and dealing with my father’s heath with travel delays when it’s supposed to be a 9-10 hour travel time and turns in to a 24 hour long haul. I have lost my patience with you and received NO Customer Service or empathy what soever!
I am seriously worried and don’t trust you to get me to my destination this Sunday on JQ3 from Sydney at 4.25pm to Hawaii or even get us home hassle free. With the money that I have just spent and the time it’s taken to try to resolve all of these issues I really don’t ever want to fly with you again. Please refund all of our money that we have paid to you for this trip to Hawaii as I would rather receive a refund and go to another airline, knowing I we will get to our destination and not get the anxiety and lose out on the $3500.00 I have just spent on accommodation in Hawaii.
I’m sure you get plenty of these letters from disgruntled travellers and I’m not surprised, but please for the sake of the Australian public, listen to us and get it right the first time and communicate with your customers, then you won’t be voted the worst airline!
Please don’t ruin this holiday for us and I look forward to hearing from you in the next 24 hours and not 7 months like last time?