Adding 1 bag to booking before check in

I logged onto the Jetstar website to manage my booking. The booking could not be found.

I then connected to live chat and Jetstar staff member, Mylo (employee No. c5mde01) asked me for the booking reference number. He could not find my booking. Eventually the booking was found and I requested the cost of adding 1 bag to my booking from Melbourne - Adelaide return. He told me $25 per leg. I asked how much if I paid on check in. He said $70 per leg. I asked how much if I had included 1 bag at the time of booking. He said $18 per booking - not per leg.

I then asked him if it was possible to have the one booking from Launceston - Adelaide so I could just pay $18 for my future knowledge. He said there are no direct flights (as I already know) so two bookings would have to be made incurring 2 charges for the 1 bag for the one trip. I find this unsatisfactory and costly.

Throughout the chat he came across as arrogant, ignoring me at times, so I needed to ask if he was still there. When I told him I would be printing a copy of our chat and forwarding it to Jetstar he appeared very quickly again. He was confused and did not seem to understand what I was asking or what information he needed to give me. I had to repeat myself often, even though it was all typed so my accent (Australian) was not the issue.

The entire chat is attached for your perusal and you will note that I was very clear with my requests.

I have worked in a call centre in Sydney and am aware of how things are done. It is my belief that the staff in Manila need extra thorough training. I am sure it is not an issue with intelligence but an issue with the training they are given.

I would appreciate you getting back to me as soon as possible regarding this issue. Jetstar, unfortunately, do not have a good reputation for customer service and resolving customer problems. As a business owner myself, I would be very concerned if my staff lacked the necessary knowledge to retain a high level of customer service. I realise training is costly but I would suggest it would improve the working conditions of your staff and improve customer relations with your customers.

Domestic
Australia-Launceston
Australia-Melbourne - Tullamarine

Comments

I logged onto the Jetstar

I logged onto the Jetstar website to manage my booking. The booking could not be found.

I then connected to live chat and Jetstar staff member, Mylo (employee No. c5mde01) asked me for the booking reference number. He could not find my booking. Eventually the booking was found and I requested the cost of adding 1 bag to my booking from Melbourne - Adelaide return. He told me $25 per leg. I asked how much if I paid on check in. He said $70 per leg. I asked how much if I had included 1 bag at the time of booking. He said $18 per booking - not per leg.

I then asked him if it was possible to have the one booking from Launceston - Adelaide so I could just pay $18 for my future knowledge. He said there are no direct flights (as I already know) so two bookings would have to be made incurring 2 charges for the 1 bag for the one trip. I find this unsatisfactory and costly.

Throughout the chat he came across as arrogant, ignoring me at times, so I needed to ask if he was still there. When I told him I would be printing a copy of our chat and forwarding it to Jetstar he appeared very quickly again. He was confused and did not seem to understand what I was asking or what information he needed to give me. I had to repeat myself often, even though it was all typed so my accent (Australian) was not the issue.

The entire chat is attached for your perusal and you will note that I was very clear with my requests.

I have worked in a call centre in Sydney and am aware of how things are done. It is my belief that the staff in Manila need extra thorough training. I am sure it is not an issue with intelligence but an issue with the training they are given.

I would appreciate you getting back to me as soon as possible regarding this issue. Jetstar, unfortunately, do not have a good reputation for customer service and resolving customer problems. As a business owner myself, I would be very concerned if my staff lacked the necessary knowledge to retain a high level of customer service. I realise training is costly but I would suggest it would improve the working conditions of your staff and improve customer relations with your customers.

Well... Firstly it has taken

Well...
Firstly it has taken 4 months not to resolve a exit row seat issue....booked and paid for seat 13F.singapore to Darwin..
No sir can not have that seat....board the aircraft...then they announce it is for sale and they sell to another person????
2nd....Book flights many months in advance,,, pay for acommadation or connecting flights...now i am argueing with them about changeing 3 flight schedules..who needs the headaches
3rd...now can not get on to live chatt...expected to sort this out with ask Jess....REALLY.

JETSTAR...LOW ...COST but is more expensive in the long run....
NOW MY LAST AIRLINE OF CHOICE.