We suffuered a delay in a flight from Mongolia, making us late for two connecting flights, a China Airlines one, and Jetstar Singapore-Cairns. Mongolian Airlines should have informed Jetstar, but I cannot guarantee they did. I tried very hard, but as you know there is no contact number for flight problems on your ticket, and we did not have internet in the departure lounge. I got a friend in Australia to ask for a contact number - it was in Melbourne and had only a recorded message in Japanese. She drove to Cairns Airport to try and give a message - Jetstar's local manager and his staff refused to listen to her.
We finally reached Singapore only 24 hrs late, and 14 hrs before the next Cairns flight. Jetstar's local representatives said they were not allowed to talk to anyone. I called the contact number and the woman told me the problem was nothing to do with her and hung up. I tried my friend in Cairns again, but she could not find anyone to call.
I called Jetstar's local number again, and here is the sneaky bit. The man I spoke to said said he could not do anything except sell us another ticket and it would all be sorted out by Customer Service in Australia. Like an idiot, I believed him and bought new tickets at only 2.5 times more than I had originally paid.
Needless to say, when we reached Darwin there was no-one from Jetstar to talk to. When we reached Cairns, we did speak to a member of Jetstar - at last. She called her supervisor and then told us "I can only give you the web address of Customer Service" She refused to accept any information and repeated her little mantra.
At no point did anyone from Jetstar talk to us. By now, even optimistic me realised we were screwed. I did write in detail to the JetStar CEO, telling him how Jetstar is impossible to contact in the event of problems, how Jetstar staff refused to talk to us, and how an ticket was sold to us under false pretenses. The CEO emailed that he had passed my message on, and just now I have a letter from the Customer Don't Care Manager Michael Mirabito saying Jetstar rules apply, and hoping that things go more smoothly next time we travel with Jetstar.
Considering they took advantage of our problems to stick the boot in and charge us 350% of the offered ticket price, he will have a long wait.