We are a professional organisation that travel excessively around the country. Our CEO is a Chairman's Lounge member of Qantas, yet this seems to count for very little on their subsidiary, Jetstar.
We recently held the largest industry Convention in Hobart, where we flew a photographer from Melbourne to Hobart in order to take professional photos. He required excess backage of 40kgs, which we pre-purchased. No issue on the flight down, everything worked out fine.
On the trip back, however, with no additional luggage, suddenly he was 22kgs over and we were charged a small fortune to get the equipment back.
When we tried to contact the customer hotline, we discovered that the person on that hotline can't deal with customer feedback and was extremely unhelpful, even refusing to let us speak with a manager. We were told to fill out an online form and wait up to 15 days for a response.
The reply letter was extremely patronizing, suggesitng that we were incapable of reading a flight itinerary or not being aware of the excess baggage requirements, despite having no issue on the way down.
Our response to their "management" letter drew an even more patronizing and dismissing repsonse from someone who claims to be in management in customer experience.
Well that "manager" has succeeded in ensuring that we, poth personally and as a company, will never again use Jetstar, not just for the refusal to assist us with the baggage situation, but because of the manner in which we were dealt with.