I'd like to register a formal complaint about the telephone call received from Jetstar office on Sunday, the error ridden website and slow phone customer service. I'm sure if this happened to your family you would be highly agitated.
COMPLAINT
At 12:37pm on Sunday 20th March I received a call from a Jetstar customer service representative - number called from was 03 9098 1900. He claimed the plane we were booked on Gold Coast to Sydney at 4pm was cancelled due to technical reasons and we would have to fly on Monday .This greatly upset our family and you can guess the distress for my daughter who had a school test the next day.
He then promised to call back in 5 minutes with arrangements for accommodation and bookings.
I then rang Jetstar office several times and each time the information was there were no issues. The explanation given was the flight was overbooked and it was suggested by one operator it was a Jetstar phone tactic to get passengers off the plane.
We turned up to the airport earlier than necessary and found no issues.
I am very angry and upset about this action for distress and wasted time.
WEBSITE
In addition the website Contact Us form was unable to be filled out today with three attempts made over 30 minutes.
The message given is
Internal Server Error - Read
The server encountered an internal error or misconfiguration and was unable to complete your request.
Reference #3.56aea1d2.1300682741.394a26d1
PHONE SERVICE
I have rung after trying to send the form to explain my concerns. As of this stage its 4:05pm and the call centre has kept me on hold for 15minutes.
The concern is that this process still going on with no conclusion even after they claim to have lodged a complaint on my behalf to another department.