The following is a copy of a letter that I sent to Jetstar Customer Care, and as many Jetstar executives as I could find email addresses for (Note: Up to when this happened I was flying with Jetstar 3 or 4 times (return every month, and my staff another 6 to 8 times per month).
Dear Eduardo,
After having sent you 3 or 4 emails, with zero response, I suppose I should at least be thankful that you have finally found the courtesy to send me a reply, albeit with the same bullshit answer (or perhaps it was just my threat to begin posting the manner in which Jetstar has treated one of it's extremely frequent customers, all over social media).
As you will notice, I have included as many other Jetstar email addresses as I have been able to find in the hope that someone in this prick of an airline will sit up and wonder about the why I am so pissed off, and the something should be done to address my grievance and thus prevent myself and all of my team from never flying with Jetstar again (for the record my team and I fly with Jetstar 10 to 12 times every month, and often more).
Despite the offer of a $50 voucher in the hope that I will shut up and go away, unfortunately this is not going to happen until Jetstar acknowledges that because of a fuck-up with it's website, I am out of pocket of no fault of my own, and it has fuck all to do with the price fluctuations that you and every other retarded Jetstar Customer Care representative (or should that be Customer I Don't Care Representative) has told me.
I can only presume that you are either not very bright and hence cannot understand my complaint, or have chosen to deliberately ignore the facts, and try to make bullshit excuses about price fluctuations being the cause of my loss. I tend to believe the latter is the case. However, just in case you and those that I have previously spoken to about my complaint, are all a few snags short of a BBQ, I will spell out my complaint again for you in very simple words with BIG letters, so that you may hope to comprehend:
WHEN BOOKING FLIGHTS ON THE JETSTAR WEBSITE FOR MY WIFE AND MYSELF TO PHNOM PENH; JUST AS I WAS ABOUT TO FINALISE MY PAYMENT, THE WEBSITE EXPERIENCED A GLITCH (AKS FUCK-UP), AND TOOK ME BACK TO THE HOME PAGE. THEN WHEN I WENT BACK IN TO BOOK THE SAME FLIGHTS, I NOTICED THET THE PLUS BUNDLE COST HAS GONE UP FROM $42 PER PERSON PER FLIGHT; TO $62 FOR THE OUTBOUND FLIGHT AND $72 FOR THE RETURN FLIGHT I.E. $50 PER PERSON MORE THAN THE PRICE LESS THAN 5 MINUTES PREVIOUS (THE BASE AIRFARE HAD NOT CHANGED DESPITE THE ASSERTION OF YOURSELF AND EVERY OTHER JETSTAR PERSON THAT I HAVE SPOKEN TO ABOUT THIS).
CONCERNED ABOUT THERE ONLY BEING A FEW SEAT REMAINING ON MY PREFERRED FLIGHTS, I NEVERTHELESS PROCEEDED WITH THE BOOKING, WHICH WAS $100 MORE EXPENSIVE THAT WHAT I WOULD HAVE PAID HAD THE WEBSITE NOT SHIT ITSELF. TO THEN RUB SALT INTO MY WOUND, AFTER COMPLETING MY PAYMENT, I WENT BACK IN AND CHECKED THE FLIGHTS AGAIN AND NOTICED THAT THE PRICE HAD RETURNED TOHAT I WOULD HAVE ORIGINALLY PAID. ALL IN THE SPACE OF PERHAPS 8 MINUTES THE PRICE WENT UP AND THEN BACK AGAIN, BUT NOT THE BASE AIRFARE, JUST THE PLUS BUNDLE PRICE.
If you are still unable to understand the cause of my complaint, perhaps you can get someone else in the office to read it for you, or maybe even take it home to Mum.
As such, I again reject your bullshit excuse, and stupid "go away" offer. Besides, why on earth do you think I would want a voucher to use for another flight on an airline that has ripped me off and then refused to acknowledge it's mistake?
Therefore, I shall give Jetstar 7 days in which to fix this problem, with a proper apology for the crap that you have deliberately put me through. Otherwise I will cease all further business with Jetstar (including for my staff in Indonesia, Malaysia, Singapore and Thailand); plus I will carry through my threat of posting my grievance on every social media site that I can sign up to. This does not mean another bloody voucher, it means I expect a refund to my credit card (it's my money and I will choose how to spend it, not you arseholes)!
To the rest of the Jetstar executive that I have copied into this message, please remember, it takes a hell of a lot of work to win loyal customers, but fuck all to lose them. You are obviously all clever people otherwise you would not be in your positions, but you need to seriously rethink how your company treats it's customers. Mistakes happen, but when they do, you fix it, and more importantly you give your customers assess to your customer relations department (not via a bullshit online feedback form that takes 15 or more days to receive a reply).
All this for the sake of $100. It seems that Jetstar is determined to put it's customers through hell rather than ever concede a mistake has been made, or make it easy for a customer to have a complaint addressed. And in doing so, risk losing numerous customers and many thousands of dollars, for the sake of being pig ignorant and just pain nasty.
What the hell happened to customer service, decency and ethics?
I look forward to the next chapter in this shitty saga, and remember I won't just take your stupid voucher and go away with my tail between my legs.
Regards,
Shane Walker
Comments
Good luck Shane. he truth of
Good luck Shane. he truth of the matter is, this poor excuse for a company doe's not care. The other issue is, the so called consumer watchdog ACCC are no better, they allow the likes of jetstar to get away with their hidden clauses. Their so called fare rules are not transparent.
Amazingly, Jetstar did end up
Amazingly, Jetstar did end up refunding me the excess amount that I paid for the ticket, plus gave me a $50 voucher. However, this only came about after I sent an email to every Jetstar executive detailing the amount of times that that I and my team fly with Jetstar (70 to 80 times per year). I then received a very apologetic phone call from their Head of Customer Care, who also promised that they were looking into how they could improve their customer service. Yeah right!
As has been stated again and again on this forum, until such time as they are taken to court for fraud, misrepresentation, and deception, they will continue to screw their customers.
Note: Despite the refund and apology which was nothing more than an attempt to retain a large corporate account, neither I or my team no longer fly Jetstar unless there is no other alternative. Hence they have probably lost about $30K, but I doubt if this would even register with them.
Shane, I agree with you. I
Shane, I agree with you. I too have just had a bad experience due to their website malfunction and I too am out of pocket and having to pay more because of it. Why, I ask myself, did I ignore all those reports of their bad service, and book with them. I thought, surely they are taking on board the negative feed-back and making sure their staff are sorting out the problems but common sense does not prevail here.