Flight: 3K533
Route: SIN - HKT
Date Travelled: 15 Jun 2012
Tickets were booked and paid for as early as 6 months in advance. 2 seats were selected and confirmed well ahead in advance and I had printed the itinerary to prove. It was our 10th wedding anniversary trip that started with a very poor and non helpful jetstar staff at Singapore Changi Airport.
We arrived at the checkin counter 90mins ahead of scheduled departure time. When we were issued tickets, the staff did not mention anything about us not seated together and silently gave us our tickets. When I had a look at them, I was shocked and ask to change them to be seated together.
The staff replied that they cannot do anything about it and as such told us to call Customer Service Centre. We did and the customer service staff told us to contact the counter staff so to that they can make the necessary amendments. I make it very clear to the customer service centre that the counter staff was not able to do anything at all. But they were adamant that the counter staff can help us. When we approached the counter staff again, they were angry and told us to write in instead as there was nothing they could do!
What kind of Customer Service Guarantee is this? Everything about customer service guarantee commitments by Jetstar is merely talking! No service commitments at all! In addition, when you book tickets for 2 pax and tried to select extra baggage required only for 1 person, it does not allow you to do so! This is such a scam to make consumers pay for things that you do not need!
I subsequently wrote in about the lack of customer service commitments and all i got from the PR was a letter apologising for the computer glitch and insisting that they do not guarantee seating allocations. This is unacceptable! To think that you are providing a service and expect your consumers to put up with your inefficiencies and yet you dare to declare your customer service guarantee is a complete sham!
Given the choice of airlines out there, it was a definite mistake for us to have flown with jetstar. My advice is for you to fly with any other airlines, just not jetstar.
Comments
Unless you die there are not
Unless you die there are not refunds says the Jetstar computor.
My daughter was unable to join her family on a a flight we booked for the whole family to go to Singapore.
She couldnt make it because she was trapped in Beijing on a humanitarian mission to rescue an 11 year old girl.She gave up her holiday to help this child .
Jetstar says no refunds which I understand..however they simply on sold her flight ..when she didnt show at the airport..and they wouldnt even give us the use of the ipad we had booked in her name ,or the unused baggage allowance... all paid for in advance.
Frankly it seems if someone has a misfortune and cannot make a flight as a result Jetstar just rubs their hands together in glee.
You know sometimes Jetstar ..no matter what the computor says ..if you arent out of pocket you should do the decent thing and recognise that extaordinary circumstance do occur sometimes .
I have been happy to discuss the circumstance with anyone from Jetstar ..but guess what..no one is prepared to .. This girl has lost her holiday ..and her fare..and you guys will not even discuss it.