On the 12 May 2012 I made a bookings for my wife and myself through Jetstar online. The booking Reference No: X97U2J Flight Number JQ62 Darwin to Melbourne leaving 7:15am 7th June 2012
The costs were as follows:-
Seat $199
Extra leg room $170
Baggage $ 18
Booking fee $8.50
Total $395.50 x 2 = $791for both of us.
We had the option of adding extra leg room to our fare which we decided to take up. Seat allocation was 11D & 11E.
After boarding the aircraft on 7th June we queried our seat allocation as they were normal seats and not exit seats with extra leg room. The hostess told us the aircraft had been down graded and that was the seating arrangement for this aircraft.
The seats we were allocated didn't lay back as they were the last row before the exit seats. The hostess said it was "bad luck" and that we would have to take it up with Jetstar on arrival.
I have since contacted the Jetstar call centre and they tell me they do not have a record of an extra payment being made for exit seats and they will not refund the $340.
There were 3 exit seats behind us. A very well known AFL footballer occupied one of these seats. A passenger who had complained his allocated seat was occupied was given another of the three seats. We overheard the AFL footballer telling his new seat mate how great Jetstar are for giving him an exit seat at no charge. Also Jetstar staff were sitting in exit seats at the front of the aircraft. I assume they were not fare paying passengers.
If it were fact that the AFL star and the Jetstar employees were given special treatment, above that of passengers who had paid extra for their seats, then there is a real problem with Jetstar Customer Service
I sent an email to Jetstar Customer Service on 9 June 2012 pointing out the problems we had experienced and requesting a refund of $340. They have not even answered my email leaving me to believe that maybe I have been ripped off.
Is somebody able to advise me of what we should do know?
Comments
I have heard people have had
I have heard people have had some luck posting on their facebook page, worth a try.
I don't know how it works in
I don't know how it works in Australia, but in US, you can dispute the credit card transaction (assume you paid my credit card). The dispute reason can be "Promised service not offered by the merchant". Your card company will issue you a refund and take it up with the merchant (JetStar) and since this is not your fault, you refund will be made permanent.All the best.
Just save your money and fly
Just save your money and fly a proper airline next time. This budget airline is a JOKE, you are getting terrible service, and paying for it. By the time you have bought your tight wad airiline ticket and you have paid for food, IFE, the right to have luggage and everything else, you could have saved your money and flown a real airline. Personally i would rather pay a bit more. We flew Jetstar last year from Mel to Cairns, never again. Horrible uncomfortable seats, message of a flight delay with the wrong time given, staff unable to handle medical emergencys, they are useless!!!!! We ended up delayed for 5 hours so flew Midnight, with 2 small children, we had to sit in the dark and just freeze the whole 3.5 hours, no blanket, no comforts, no entertainment nothing. I HATE them!
I think you may be right. I
I think you may be right. I received a letter from them a few days ago offering my wife and myself a $100 voucher to spend on our next flight. Of course we wont fly with them again so will not be using their offer. They have bundled the air fair and the leg room cost together and tell us the leg room is free. WHAT AN OUTRIGHT CON. I wonder if this is done to encourage people to spend more and fly with QANTUS
If you haven't gotten
If you haven't gotten anything yet, keep pushing with their online form. They really should be refunding you those fees. Point out their customer guarantee:
6. You will get what you paid for.