I was trying to book flights online for myself and 2 friends from Sydney to Phuket. Each time I got to the final page to make payment the site would throw me out and return to the Home Page.
I tried at least 12 times with the same result; so I decided to go to the local travel agent to secure the booking as we had already booked our accommodation and I had to make sure the flights were available. When the travel agent tried to book the tickets the same thing happened to her.... thrown back to the Home Page. The agent suggested I call the Jetstar Call Centre to explain that their website was not working and that I book the tickets and request that I not be charged the Call Centre Handling fee ($40 per ticket per leg).
So I called......The Jetstar representative apologised for the problem with the website and assured me that she would book the tickets without charging the fee. She then proceeded to quote the prices of the flights which turned out to be more expensive than the online prices. When I questioned her about this she explained that as the flight fills up the prices of the seats also increase and that tickets are basically like an "online auction"!!
The more popular the flight becomes the more expensive the tickets become.
I was staring at my screen and was insisting that the prices still showed at the cheaper rate. Her explanation was that the website was incorrect and that she was looking at the new prices. Ok, so I guess I had no choice, I went ahead and booked the flights.
It wasn't until I got home that night and checked online again that I discovered that the prices were still showing at the cheaper rate and that I had actually been charged $240 extra.
When I called Jetstar to complain I was repeatedly told that I had to pay the extra $240 because I used the Call Centre to make the booking. I explained that I had no choice as the website was down and that I had asked if I was going to be charged this fee and told, NO. They simply told me that they could not give me a refund and offered the usual $50 dollar voucher. Not a bad scam they have going.... rip people off $240 and then offer a $50 voucher which always seem to be invalid when you try to use it.
Comments
A quick update to my last
A quick update to my last post.
It seems that Jetstar does monitor this site and read customer complaints.
After not receiving any assistance from the Customer Service team via their call centre I decided to post my concerns on this website. Within 24 hours I received a call from a Jetstar representative who explained that she had read my post on this site and would like to assist.
This lovely lady listened to my concerns and within the space of 5 minutes assured me that she would action a refund of the booking fees to my credit card.
I am happy to say that she kept her word and the refund appeared on my card a week later.
A big thank you to Jetstar, you have regained my respect.
It's good to hear you got
It's good to hear you got your refund but it seems to me like Jetstar go by the rule that it's easier to ask for forgiveness than ask for permission. In other words, treat people like shit, then ask for forgiveness off the ones who complain.