Recently, my wife and I booked a 5 day holiday to Singapore, which was brilliant bar one aspect –our Jetstar Flight Debacle.
I share this experience because I have got nowhere with Jetstar, and so that you might avoid this happening to you.
In summary, our five day holiday comprised of;
• 3 separate ‘schedule changes’ – one a few months prior to outgoing flights, one the day prior to the outgoing flight, and one the day of our return flight
• The requirement to book an extra nights accommodation (due to change #1), and nearly a 2nd extra night (due to change #3)
• An offer by Jetstar to provide a $150 refund to put towards an extra night accommodation, only to have that offer reneged upon our return
• Lied to countless times by Jetstar Staff suggesting they could do nothing but get us on the next available flight – only to find that they actually could do something about it (which they did on two separate occasions – once some pressure was exerted)
• Meal and entertainment services not received (due to flight changes) and not refunded
• Required to pay airport taxes in Indonesia (just to get a connecting flight) as result of Jetstar ‘Schedule Changes’
• Countless hours spent chasing refunds upon return from holiday – NOBODY at Jetstar is interested in the Customer Experience – period.
The Jetstar explanation for ‘schedule changes’ is ENGINEERING REASONS, and they suggest it is “all about customer safety”. If this were true, the fact we were re-scheduled 3 times is a concern in itself! What ENGINEERING problems are Jetstar really plagued by? Is it safe to travel Jetstar?
Of course, I cannot prove that it was not ENGINEERING REASONS for the 3 x rescheduling – equally, Jetstar cannot provide proof that it was indeed ENGINEERING REASONS that forced the 3 Rescheduled flights.
I suspect it had more to do with yield; not enough ‘bums-on-seats’ to allow Jetstar to profit. And so, they just cancel the flight if it is not full enough. Who cares about the customer – “it’s all in our terms and conditions”, and if we call it ENGINEERING REASONS, who’s going to argue – right!?
So, avoid if you can, the risk, the stress and the frustration this may cause you when you next choose to travel. Choose NOT to fly Jetstar, like all the people on the dontflyjetstar.com website.
If you don’t, you will not have a choice – Jetstar Terms and Conditions will see to that. Customer Experience? – WHATEVER
Comments
Dear Jetstar I flew from
Dear Jetstar I flew from Sydney to Coolangatta on the 12th of May and was quite disgusted with the way I was treated as I am disable and on a walking stick I had thought I would have been given a little help
BUT HOW SILLY was that,I was left to try to get a bag over my head into the luggage compartment while a staff member watched on and yes I DID ASK FOR HELP but I was ignored by a pregnant hostie ( about 4months)all she said was that she was a little to big to get through the door which had nothing to do with what I wanted help with.
To help a disable person HA HA now that is a laugh. It really would not have taken that much to have been given a little care.
I will be telling all that I take to about not this.
Well said Chris. This company
Well said Chris. This company has no ethical values. It hides behind the "cheap low cost" banner but stings the unsuspecting customers at every opportunity. It uses the excuse to decline the most basic level of customer care and service. It cancels, reschedules and changes the flights at will and without any concern about how it effects the poor passengers. It is a disgrace and should be taken off our airs. You can fight them and some have with good success. But many find the stress of chasing them up in the legal system frustrating and don't fight it through. It is a shame but understandable. The second best thing is to pass on the message as you and Gaylene have done here. Avoid Jetstar at all costs. It really isn't worth the savings. Those that haven't yet been stung by this company will get stung sooner or later. It is just a matter of time.