Jetstar flight JQ972 from Melb to Perth 29.7.17 - Upon arrival in Perth / waiting at the baggage carousel - All the passengers of this flight were informed that heir luggage had been left in Melbourne !! not one or 2 bags but every single passengers bags! we were directed to the customer service desk where ( 1 ) single Jetstaff representative was assigned to explain to 200+ passengers that our baggage had been left in Melbourne ( get this - due to poor weather conditions ! ) and they would not arrive in Perth for at least another 24 hours. we were each given a form to fill out describing our bags & listing our contact numbers. ( 1 ) rep handing out & collecting forms from over 200 passengers ( imagine the time wasted ! ) the rep could not give any explanation to passengers ( like my wife & I ) who were about to jump onto connecting flights - how & when our bags would be sent to us. She simply gave us a 1800 number to call. I called this number ( 22 times in a 3 hours period - once the jetstar pre recorded propaganda had finished the line went dead ( every single time ) the only other number I could find online was the booking number. I call this number & was connected to a booking representative in another country - who's grasp of the english language went as far as reciting a pre determined script. beyond that their ability to understand my complaint & assist me was non existent. it was a very frustrating , infuriating & pointless exercise & one that left me totally agitated & angry. By this time My wife & I had borded our connecting flight to Broome. and now relied totally on phone contact to solve our baggage issue. trying the 1800 number again and again and again I finally got through to a rep ( again in another country & again who's english evolved a round pre rehearsed scripts. I explained the situation to the rep & also explained that my wife & I were now in Broome WA and about to leave there for Kununurra ( a 1000km car drive ) as we had to return home & back to work. I explained that jetstar needed to get our bags delivered to us in Kununurra. after being put on hold for 20 min !! the rep returned to tell me this
1 - our bags were still in Melbourne
2 - They would be flown to Perth within the next 48 hrs
3 - Jetstar ( may possibly ) be able to arrange to have them sent to Broome.
4 - Jetstar could not arrange for our bags to be sent to us in Kununurra & if we chose to have them sent to Broome we would have to collect them from there ( a 2000km round trip to collect our bags !! )
From this point you can imagine for yourself what my reply was to the rep - as I unloaded my annoyance like an erupting volcano !
My experiance with Jetstar is by far the worst customer service experiance that I have even encounter ( even worse than Telstra & thats saying something ! ) Once they have your $$$ Jetstar could not care less about you as a customer or your issues & needs.
To tell the passengers of flight JQ972 that our luggage had been left in Melb due to poor weather conditions is an insult to our inteligence - If the weather conditions were good enough to - re fuel the plane in , load the passengers on the plane in , & fly the plane in - they were damm sure good enough to load our bloody bags in. and if what Jetstar stated had been the truth ( witch it was not ) why did they not inform all the passengers of this fact prior to take off and let passengers know the logistics of regaining their bags & deciding for ourselves if we chose to fly without our bags or go with them on another flight.
Some brainless twit(s) in the ground staff crew simply did not do their jobs properly & as a result 200+ passengers were extremely inconvenienced.
For as long as my bum points to the ground I will never fly with this poor excuse for an airline every again. & I suggest other people consider Jetstars behaviour before they book flights with this company. To quote Donald Trump " They are a disaster "
Update (1) - Called the baggage service again today - 30.7.17 - 12 times before I was connected to a baggage service representative ( in another country ) who simply told me - your language should arrive in Perth on the 31.7.17 - this is all the information I can tell you. as i begun to question her further the Baggage service representative hung up in my ear !! my attitude thereafter was not one of happiness & good will to all mankind - quite the opposite infact !
Update (2) decided to try a different tact - Called Qantas ( seeing as they own Jetstar ) The lady I spoke to ( Australian - hip hip hooray ) was understanding & helpful & while she could not solve my baggage problem directly she did give me two direct phone numbers for the Jetstar service desk @ Perth airport ( 08 9270 9825 & 0403867974 ) - upon calling the latter number I encounter a helpful Australian girl who took my name & number & said she will search for my bags & call me when she had located them. - I now await her call - things are looking up - let see how this encounter ends... to be continued.............
Update (3) - Just had a call from the ( 0403867974 ) number. our bags have been located - the very helpful Australian lady will put them on the first flight to us tomorrow morning. - To Jetstar I say this - " Learn from this experience " bring your customer service functions back to Australia - allow your customers to have direct contact to local on the ground staff. the experiance I had with the overseas customer service Representative(s) vs the local Representatives were at complete opposite ends of the satisfaction spectrum. how can you be so Blind !!
Update (4) 52 hours after baggage check in & over 30 phone calls later we finally have our bags in hand!! - only (1) time during that 52 hours did aJetstar representative phone us with an update status on our luggage & when it would be sent to us. ( & this was only because I spent many hours searching for different contact numbers & called the Jetstar service desk in Perth did they then called me back with an update - All communication was initiated my myself ( very very poor customer service )
This baggage delay has cost my wife & I - 2 x nights accommodation in Broome ( @ $300 PN ) + meals + They broke off one of the wheels on my new suitcase + caused us to arrive back at work 1 day late. - I will now attempt to recover these costs from Jetstar - good luck to me !!