Booked jeststar flights to Bali in Feb.
3rd March confirmed seats on both flights and $32.24 taken out of credit card.
Arrived at the airport on 31/3 to be told that flight was oversold and no record of seat confirmation. Showed desk person copy of credit card payment
After some discussion with supervisor was allocated seats in separate parts of the plane.
Was told by desk lady that would have to go on website to get a refund.
Ritzee Anne: *Please do not share your credit card information, security code or CVV in this chat window.*
Hi, my name is Ritzee Anne. How can I help you today?
Me: Booked jetstar flights to Bali in Feb. 3/3 confirmed seats on both flights and $32.24 taken out of credit card. Arrived at the airport on 31/3 to be told that flight was oversold and no record of seat confirmation After some discussion with supervisor was allocated seats in separate parts of the plane. Was told by desk lady that would have to go on website to get a refund.
Ritzee Anne: Hi there. I understand are requesting for a refund of your seats. Let me see what I can do to assist you.
Me: OK thank you
Ritzee Anne: Just to confirm, am I speaking with David Rankin?
Me: yes
Ritzee Anne: Thank you. Let me check the booking for you.
Ritzee Anne: One moment please.
Ritzee Anne: Thank you for waiting.
Ritzee Anne: I have checked this for you and it may help to know that as you were provided the same seat type, we are unable to provide you a refund.
Me: So You took my money on the pretense of confirming a seat allocation then did not supply the seat that was booked.
Ritzee Anne: I understand where you are coming from and I do apologize David. However, it may help to know that while we aim to fulfill everyone’s seating requests, but due to operational or safety guidelines our staff may need to make changes on the day of travel. It wasn’t our intention for you to feel uncomfortable and I’m sorry if this was your experience.
Me: Thank you for your time I shall post our conversation on "Don't Fly Jetstar " so that other travellers are aware that they may be paying money for something that will not be provided.
I was finally offered 2 x $50 vouchers but refused as I will not be travelling on Jokestar again.
Comments
Being Gold frequent flyers
Being Gold frequent flyers with Qantas we have often had to fly Jetstar ( redeeming points) and more recently Qantas pulling out of routes and Jetstar being the only practical option.
We have flown many routes including many domestic & internationally Hawaii, Bali & Japan.
Without exception Jetstars customer service is one of the most consistently bad experiences I have ever had.....in any Industry! They actually seem to take pride in their "no frills service" like it is synonomous with their brand. It actually isn't no frills it is rude, idealogically driven & most times it would cost nothing to enable a positive customer experience.....but they CHOOSE not to resolve even the simplest of customer service issues!
Our list of frustrations is too long to post here but essentially every Jokestar experience is marred by some appalling service inadequacy, systems failure or grumpy, beligerent interaction with call centre, ground staff or air side staff.
There are good people in amongst the unfathomable bureacracy of this organisation but they are rare and more often than not they share all the same frustrations the customer does about their own business.
Alan Joyce needs to take responsibility for the lack of cohesiveness of his wholly owned subsidiary and ensure that the exceptional Qantas experience is not continually diminished by the appalling service of their primary partner & junior brand in the stable.
I am at a loss to understand how the worlds best airline can own & align itself with one of the worst customer service experiences around.
We absolutely love Qantas and absolutely dread every interaction we are forced to have with Jetstar.
Without a doubt their corporate culture is one of the worst I have had to interact with.....they make the big banks look efficient, friendly & organised!
We have started racking up velocity points now so we have other alternatives when flying Jetstar routes.....not our preffered option but we can't handle the bad experiences....every single time.
Our current flight to Japan has been marred by a one hour wait in the call centre queue followed by zero resolution to our seating problem ( seated in different rows in business) and then being told that even as lifetime Gold Qantas FF and flying Jetstar business we can't get into the lounge at Cairns International airport!
I mean really......these guys have created a ridiculous bureacracy of rules and policy that ultimately completely disenfranchises their customer base & they would rather burn down the building than break a rule and resolve a customers issue.
Darren Bilsborough & Fairlie Delbridge