I sent a very very detailed 5 page letter registered post to David Hall CEO outlining my issues with Jetstar.
I received a blah blah letter to which I replied again, quoting their own charter back to them, by registered post.
I received another letter basically calling me a liar, stating they did try and contact us, to which I replied again, stating that I was telling him he was being fed *** by his staff and that I could or would prove it. My phone records and email accounts would be produced to support my claim., again by registered post.
I have now received another letter, again saying they had tried to contact me, wthat the.....? . but also included was an amount of vouchers equal to a return trip to my original destination.
If you have valid claims, record every detail and send it registered post, c.c. Ministers of Transport of Dept of Consumer Affairs. This seems to get their attention. Quote their charter and oultine their breaches. Keep the letters to the fact and civil. It worked for me.
Still extremely unhappy with their customer service practice, but hopefully similar letters such as mine will make them take notice.