6 weeks ago i booked 3 return tickets for me and some friends from Brisbane to Proserpine, two weeks before departure they decided to change the departure time, my original booking was for 16:55, my new super improved booking (according to jetstar) was 08:10 am, I called jetstar to try and explain that my friends and I had to work during the day, could not leave earlier and did not want to postpone the flight until the next day as we had activity's and hotels booked. After being on hold for an amount of time that allowed me to grow a beard i was contacted again by the customer representative, they informed me, happily, that i could still arrive in the evening at the time i originally wanted to fly............... providing i flew the day before i was meant to depart.......... didn't i just say i could not leave earlier due to work committments. This prompted me to attempt to speak to the supervisor, i was on hold again for a certain amount of time, at which point my beard had started to grow out of control, my face had started to age, and my eyes filled with hatred. I was then spoke to by the same person as before who told me the supervisor was very busy and could not be contacted. This led me to a compromise......... or so i thought, i suggested flying into Mackay (only 1.5 hours from airlie beach), there was a flight at the right time, same price all questions answered, again i was placed on hold only for them to tell me " our systems cannot perform this process" something to do with my departure times being before the change of location date.
He then proceeded to offer me a refund, i weighed the argument, demanded the refund and subsequently booked three more flights through jet star flying into Mackay, he informed me the refund would take 15 working days........ fair enough i thought....... after reading the previous posts im now not so sure......
However the plot thickens, my newly booked flights from Mackay, i have just been informed have a new departure time!!!! I've now payed out $1200 for three return tickets in an attempt to reach the whitsundays for which i still do not have a depature time i asked for. I'm currently on hold to the supervisor....... my hair is long, i've aged twenty years and fear i may have developed a heart defect.
Comments
Log your times, the persons
Log your times, the persons name, the number of times you request a supervisor etc. Send your complaint to the CEO, ACCC and Federal member for Transport.
Claim against their Customer Charter for each point they breach.
Corporate stealing needs to be stopped.
Schedules change. They
Schedules change. They change all the time, especially with Low-cost carriers. They change so often because the carriers are always looking to maximise the utilisation of their aircraft, or take into account prevailing weather patterns.
Solution: if you don't like change, don't fly. OR, go with an airline that is not out to utilize their aircraft and crew to the absolute extreme. Mind you, that is getting harder and harder to find as all airlines like to remain competitive.
I accept the fact that
I accept the fact that schedules change and normally dont have a problem with it. But the refund system / customer service is a joke. As for not flying i dont have a choice, i fly over 70 times a year and in some areas jetstar are the only carrier available. Utilising aircaraft is also something that i expect every airline to do, but let me put this to you, do you think it is acceptable for me to have to pay $1200 for three tickets, spend three hours on the phone to customer services, get departures times changed twice, and then have to wait 4 weeks minimum for a refund from my initial fare? If you think this is acceptable your a better person than I am.
Despite this however i will give credit where its due, in my experience the check in staff and flight attendants are always helpful and do a great job, its the customer service centre i have a problem with.