My name is Ilan and this is my Jetstar story:
As I was checking in to a flight from Sydney to Hawaii I was told by the lady at the counter that i need to have an outgoing flight ticket from the US or else I can’t check in to my flight.
I was forced to purchase 2 tickets, 1 for myself and one for my friend although I didn't really needed the tickets.
I was told the tickets are fully refundable and paid 2200 Australian dollars for the tickets.
On the 20th of April, as soon as I got to the US I called Jetstar and asked for the refund.
I was told that I need to wait for 15 business days, it is allot but I can handle that.
After 20 days of waiting and a few phone calls I called again to check the status of my refund and was told that I am missing some kind of swift code. I couldn’t understand why nobody bothered to let me know about that, and why I needed to call them, but still, I provided the code in an hour and was told I can expect the money the next day.
The money was not there. Not on the next day and not even now, 65 days after my first request for a refund.
Since then I called Jetstar customer service more then 25 times, all of my calls were alike- I have waited on the line for more then 30 minutes to speak with a representative, it took another 20-30 minutes for the representative to verify my details and read the reports.
After the long wait either I was transferred to a supervisor or the call would hang up.
The supervisor, like the customer representative always gave the same answer- "We are not financial department and we can’t handle refunds. I don't know the status of your refund but the best I can do is advise you to wait (random number, usually 15) business days. I will send financial department an email. They don’t have phones in financial department and the only person you can get to in Jetstar is us."
Most of the time the customer service representative were very rude, unhelpful and although i admit English is not my native language they were REALLY hard to understand.
I have filed two complains to "Customer relations" one through the official website and one through the call center, both remained unanswered.
I am very angry unsatisfied and mostly frustrated.
Please tell me what can I do now?
Ilan
[email address removed be developer]
Comments
First and last time we will
First and last time we will fly with JetStar.
My name is Despina and this is my Jetstar story:
As my husband and I were checking in to a flight from Sydney to Hawaii (after waiting in the line for 2 hours, and having been on a delayed flight from Melbourne to Sydney - which they also don't connect flights!!) I was told by the lady at the counter that my visa application did not match with my passport number. In normal circumstances, an airline would check you in and then advise you to re-do the application which only takes 15 minutes online.
But in Jetstar's case, we were told they could not check us in unless we re-applied. The second application went through within 20 minutes, and we made our way back to the counter. At this point we we're then told we could not get checked in because the flight had closed! So after being short staffed and allowing us to wait in a line for 2 hours, then refusing us check in for an issue that was resolved within 20 minutes, we were told we could not board!!
I'm currently 5 months pregnant and they were unwilling to assist us. My husband and I were even happy to board the plane and have them send our luggage the next day. They still refused this.
Their response was that they had already delayed check in by half an hour because the queue was so long (not our issue - and there was multiple flights boarding at the same time) and they had already closed the flight while the advised us to re-apply for the visa!! I was extremely disappointed with this response. The flight had another half hour to departure and they were very unhelpful. They then just booked us onto the next flight out to Hawaii on the Monday night (two days later) and advised us we would need to organise our own accomodation.
They have proven themselves to be disorganised, delayed, lacking any sort of customer service and at times downright rude!