So after deciding to fly JS whilst we would be in Vietnam in just under a month's time we used our air miles to buy those $50 vouchers. However, we fell around $160 short of completely paying for the flights so we assumed we would have to pay the remainder out of pocket (which is fine). However, when you take this option the website disables the ability to use direct debit for payment, instead requiring you to pay with credit card and thus also incurring the credit card surcharge. The website reads that JS "Actively encourages customers to pay with methods that don't incur the surcharge" (or lines to that effect) however, as above, there is simply no option for this.
Upon calling customer service (and being forced to speak to the Philippines despite requesting Australia) we were told a myriad of total fabrications by no less than FIVE separate and equally inept customer service operators. Adding insult to injury, each time we were 'escalated' to a new operator, they would start by saying "Yes we understand the problem" then dragging us through the ENTIRE BOOKING PROCESS again before arriving at the same conclusion. We were told by the last operator that if we had a problem with the fee then we should "take it up with our bank" or just "go somewhere else, we don't care".
I appreciate that JS is a low cost airline, but there is a certain level of customer service that is expected of any business, and JS point blank refuse to operate to these minimum standards and we will never fly with them again. The service was so bad that even Qantas looked like they were a reasonable organisation.