Valued Customer - Hardly !!!

 
I have just received the most condescending letter today from the Manager of Jetstar Customer Experience. I sent through and enquiry not a complaint about a mistake that I had made for an online booking for my Mum. I accidently booked the flight incorrectly (I booked the same flight path again instead of booking the return leg). I acknowledge the error and by no means wanted to be compensated as stated in the letter. All I was asking Jetstar to do was to allow me to change the booking and of course pay the difference in the fare if required. The letter I received focused on Jetstar’s “policies” and was so generic that it could be sent to any customer who made the same mistake as I did. I have been a Jetstar customer for many years and in the last 12 months I have made 3 customer enquires via customer service online and have received similar generic responses on each occasion. I have not received one phone call to discuss my experiences – it’s always been a letter. Am I a valued customer? Hardly!
 
Be very careful Jetstar, your competitors are offering very attractive rates and have a focus customer service too. I’ve travelled with Royal Brunei, Tiger, Virgin & Air North as well as Jetstar over the last 18 months domestic & internationally and I can tell you after this experience, Jetstar will no longer be my first airline of choice.