Dear Jetstar,
Ref: VBGSMC
Yesterday (9th July 2016) I was due to travel on JQ196 from Auckland to Sydney, and then had a connecting flight JQ725 from Sydney to Hobart. Upon arriving at Auckland JQ196 (due to depart 1250) was listed as delayed until 15:45. I eventually got through to your customer services in NZ (no customer service desk in terminal) and spoke to a gentleman called Chester who guaranteed that the 15:45 flight would leave Auckland on time, I would be met by Jetstar ground staff in Sydney, and I would make my connecting flight to Hobart.
The flight was then further delayed until 16:45, further attempts to contact Jetstar by phone were unsuccessful (do you answer the phone?) in addition to there being no staff in the terminal.
JQ196 was then listed as ‘cancelled’ and 1 service desk was opened in the terminal, while you continued to check in passengers for other flights. During the wait in the queue the Jetstar ground staff had no idea what was going on and every time someone asked for information we were just told to wait and the flight might still depart.
When I eventually got to speak to someone she had no idea what was going on. She stated that Jetstar ‘might’ be able to get me to Sydney that day but you couldn’t tell me when my connecting flight to Hobart would be due to the flights being full. The agent basically told me it would be ‘my problem’ in Sydney to deal with my onward flight. The agent also told me there was no space on other flights including Qantas to Melbourne, despite the agent at the Qantas sales desk telling me there was space on the flights to both Sydney & Melbourne.
The customer service yesterday was appalling! Your ground staff had no idea what was going on and made no decent attempt to resolve any of issues caused by the cancellation of the flight. The customer service agent ‘Chester’ basically told complete lies; he had no idea whether I would get to Hobart that day or not. Likewise the agents in the terminal told lies that there was no space on Qantas flights despite Qantas ground staff and a online flight search showing availability. Due to Jetstar being unable to confirm when I would even arrive at my destination, I was forced to purchase a ticket with another airline so I could get home and be ready for work.
I expect a full refund (to my credit card) of the Auckland-Sydney, Sydney-Hobart leg of my flight. I will also be claiming compensation for the out of pocket expenses caused by Jetstar I incurred getting home. I will not be giving Jetstar any more future custom, and will actively discourage people from travelling with them. You seriously need to ‘pick up your game’.
Regards,
Stuart
Comments
No surprise that Qantas staff
No surprise that Qantas staff shudder when Jetstar is mentioned.
Good luck with getting any compensation beyond flights out of Jetstar. I think it's very unlikely!
My 17 year old daughter was
My 17 year old daughter was booked on this flight JQ196. She also had a connecting flight from Sydney to Perth. When the flight was cancelled she waited in line for 3 hours to speak to a complete airhead who had no idea what was going on. This airhead booked my daughter on a non existent flight at 6am the following morning and sent her off to their 'accommodation' 20 minutes away from the airport in the middle of South Auckland close to no amenities or services. On hearing about the state of the room she was put up in and the quality of the service she had received by Jetstar ground staff I promptly booked her into the nearest airport hotel at my own expense. When she got herself to the airport the following morning to check into the 6am flight .. It didn't exist. She was put on a qantas flight at 7.20am and offered the 'only' flight available to Perth at 8.25pm from Sydney. Giving her a comfortable 10 hour wait in the domestic airport in Sydney. The Jetstar service desk in Sydney offered her no assistance, no alternative option and despite her having been put on a qantas flight to Sydney the Jetstar service staff said it was impossible to move her to an earlier flight on another airline to Perth. At vast cost we organised a qantas flight at 3.25pm Sydney time, because to be honest I didn't trust that the 8.25pm Jetstar flight would indeed leave on time if at all. My daughter is a level headed and well travelled young lady- she doesn't panic and is quite capable of asserting herself however I'm shocked at the lack of concern she received and that she was sent so far away from the airport to cheap and nasty, possibly unsafe accommodation while travelling alone. Really I have no words.
Yesterday I put my daughter
Yesterday I put my daughter on a Jetstar flight from denpasr to Melbourne. Boarding at 2.15. Th passengers were then left in the plane on the runway for four hours. Eventually they bused the passengers to a dive in Denpasar. She had no idea as to where she was and was on her own. They were left with no bottled water for the night an no communication. This airline should be shut down