YOUR WEBSITE, CUSTOMER SERVICE & VOUCHERS ARE A JOKE!!!

WARNING TO PROSPECTIVE TRAVELERS!! This is a copy of what I have posted on their Facebook wall and sent to their complaints department.

I have been a loyal Jetstar client for many years, but I am getting incredibly frustrated with your website, vouchers and customer service.

I will start with your website:

Firstly, when ever I try to book for some reason or another, I always get some kind of failure, the latest being that it doesn't recognise my email address as valid........... How??? I have booked so many flights with you?

Secondly, it provides incorrect information. Yesterday I tried to use one of the vouchers that you sent me with my booking. I entered the voucher number and a little circle came up saying it was validating the voucher, I then clicked purchase and it told me I had to enter my credit card details to pay the balance.........so I thought ok, fair enough I have to pay the $22 on my credit card, so I enter the details, click purchase again, expecting it to take me to another screen detailing that $200 has been allocated to my voucher and $22 has been allocated to my creditcard, but no............................it charges me the total $222 to my card.......grrrrrrrr.

So I thought, doesn't matter, I will use it with the other flight I need to book in the morning. So this morning I do the same thing with a different flight, the same thing happens!!!!!!!

So I ring your customer service number only to be told sorry, I understand your frustration but I can't do anything as the flight has been confirmed.

I specifically asked if you could put through the $200 credit back to my card and take the voucher, but no, you can't do that........I will need to use the voucher for a different flight. He also told me that it is best to call the call centre to book a flight with the voucher and he told me to call Jetstar card services and dispute the transaction.

Next step, I call Jetstar card services only to be told the voucher is not valid as the travel date is outside the allocation..........OMG!! At NO TIME, anywhere during my online transaction did anything pop up or be highlighted that the voucher could not be used for this transaction, could you please explain this as I see this as deception/false advertising?

It is frustrating that you send these vouchers that can never seem to be used as they expire too quickly.

So, I then decide to book a flight for my step daughter to come and visit in the allocated time of the voucher from the Gold Coast, so I go back online, select a travel date within the 6 month limit from issue, select the flights and baggage, proceed to the payment, enter the voucher only to be met with a notice that says my voucher is no longer valid??????

I then call you call centre to try to sort it out, they tell me they can book the $334 flight from Gold Coast - Adelaide return, and I CAN USE my voucher, but it's going to cost me $394 as their is a $30 per sector booking fee for booking through the call centre.................... OMG!!! ARE YOU SERIOUS!!!!

When I asked to speak with a supervisor during my first call, I was told that there was no point on putting me through as they wouldn't be able to help me anyway.........I then asked if he could put me through to a complaints line and was told that you don't have one and that I had to do it online.

Another issue I wanted to raise was on our recent trip to Bali with Jetstar you changed our flights and brought them nearly 12 hours earlier! We had no notification of this change at all nor were we asked to accept it.

The only way I found out about it was purely by accident as I work Mon, Wed, Thur each week, I had printed out my itinerary and was going to check in at the airport on the wednesday evening as I had a full day of meetings on Wed. On the Tuesday, I thought I would log into my work emails from home to clear anything up that may have come in overnight as I was going to be away for 3 weeks and really busy at work on the Wed only to discover a boarding pass that had been sent to me for my flight, so I open and print it to discover that you have moved it 12 hours early. Subsequently, I then had to cancel all my meetings for the Wednesday, apply for another day of Annual leave and so did my partner!!! NOT GOOD ENOUGH.

Then, on the return flight, my partner had his flights booked with Qantas, which happened to be a Jetstar flight.........the same one I was flying on from Perth - Adelaide. Before we left Australia he was notified of the flight change...........obviously you knew of the flight change well in advance as you had notified your Qantas passengers well over a month before the flight, however, I was notified the day before! Could you please explain why?

As you can see, all of these issues are enough to drive anyone mental. I have given you the benefit of the doubt time after time, but enough is enough. I'm at the point now where I want to cancel my Jestar creditcard, apply for a Virgin creditcard and do all future bookings with Virgin.

Could someone please call me to explain all of my issues raised. I have provided my contact details in the online complaint section of your website.........or you could look me up in your system, my contact details will be in all 3 of my bookings!!!

I look forward to your call.

in anticipation,

Tracy