Thanks Jetstar for teaching me about customer service

As a gold Qantas frequent flyer I always try to support Australian airlines. Jetstar are cheaper so I'm willing to wear the subjectively unreasonable 'opt out add ons' that increase the booking time, and the per seat fee for booking the flight myself.

But I reckon there are a few fundamental requirements for an airline. For example:

1. After receiving my payment either book the flights or advise me that the flights cannot be booked
2. If the flights cannot be booked, offer a refund or an alternative flight
3. After agreeing to provide a refund, either do so or advise me that there is a problem and the refund can't be completed

So in summary, Jetstar took my money for flights that were never booked (When paying I used an 'o' instead of a '0' in the flight number). That was nearly 3 months ago so I followed up again to see how my refund was progressing. Fortunately I have nothing to do and all day to do it in.

I learned that in addition to checking that the payment was deducted from my account, I also need to check that Jetstar processed the booking. Then if Jetstar don't process the agreed refund, again I need to follow up. Silly me.

I'll bet the farm that Jetstar customer service process doesn't include contacting customers who are owed a refund. If this process does exist, this is a victory for incompetence over inadequacy. What would an unprocessed refunds audit uncover?

In the last 3 months I've booked 15 return flights; 10 could have gone to Jetstar. But I happily paid more to avoid them.

Downside is I pay more. Upside is I never have to put up with Jetstar again. I'm definitely the winner here.

Domestic
Australia-Sydney

Comments

The number 13 15 38 is a

The number 13 15 38 is a BOOKING ONLY centre in india and they just buggerise you around until you hang up or they do, it took me 9 months (over 25 calls at av. 17 minutes ) to get a refund and only when I emailed all the executives to advise I was taking them to VCAT did I get a response, they do have a physical address in Melbourne ,but try finding it..