You've probably spoken to me....

Haha love it!

Great Phil B - someone who finally works for the airline! When I asked Ms Tran Thi Phuong to talk to a supervisor at the Jetstar counter at Danang Airport I was told "stand here all day and nothing will happen, pay more money and something will happen". I wrote two letters of complaint to Bruce Buchanan.. and I did receive the reference number JF54HB via email and eventually a phone call about two months later.. but guess what.. apart from that nothing happened.

So you sound like an informed man of action - try this out-

Log onto the Jetstar Vietnam website.. choose any journey and choose to have the flights displayed in USD$ - go through the booking procedure and elect to pay at the Post Office and see what happens (the Vietnam Post Office doesn't accept USD$ and they don't know the rate to charge and they don't have a phone number for Jetstar).. well that's the way it was months ago when I tried to book and explain the problem to the Jetstar counter at Danang airport. You get the same rigmarole at the Techcom Bank.. Does anyone at Jetstar test these procedures before they inflict them on the public?

Not all problems are customer problems - some are caused by Jetstar.

I'm still interested in getting a response. Besides - with a customer service attitude like you have described Jetstar should be in banking or insurance and not in hospitality and travel. No wonder Australian tourism is in the toilet.

On the subject of the English language.. maybe you can check if the Jetstar checkin staff at still stamp the boarding passes of passengers seated in the rear rows with the stamp "After Door", "Aft Door" could be a nautical term, "Rear Door" would get the message across to customers, "After Door' isn't English.

sorry that should have read " Jetstar checkin staff at Danang airport"

Hi Phil B, well structured argument. However, Jetstar still suck.

That was a bullet proof agument mate. Phil and John couldn't resist the urge to have a crack at it though. Phil, no one cares what on earth is happening in Denang. That is infact in Vietnam. Australian tourism is booming at a rapid rate and Jetstar as well as Tiger Airways are leading it with low fares. The only difference is that Jetstar customers enjoy the Qantas terminals and great service. Don't bag the Australian tourism industry because we're fine over here, how about question the Vietnam tourism industry.

I'm not a NZ'er...but how is making a remark like "Allow me to make a few very simple points here, and for my New Zealand customers, i'll attempt to keep the use of the English language at a simple level." great service? This is simply rude! I don't think it's right that your customer service people sometimes get sworn at or yelled at. But if some of the customer service people have similar attitudes like yours Phil B....this may be the reason you get yealled at to start with! You say you are a supervisor? Shame on you....

and in addition -
1. I realise 'Jetstar is a budget carrier and as much as we endeavor to ensure your schedule remains as per the timing on your itinerary, changes in scheduling, delays and cancellations are all part of the airline industry'
2. I dont not expect to be 'compensated' for any losses due to amendments in scheduling or flight disruptions and miss-connections' ... but I do expect to be told and kept informed. Not just left stranded at a gate or told different answer to the same question.
3.I agree that 'Any indecent, defamatory or abusive language; or any language that puts down any member of my colleagues - whether at the airport, on the plane or overseas - isn't really going to solve your problem'....however I too expect to be treated in a nice and polite manner
4. I agree that 'before you complain about fees and price differences because you need to change your flight, i strongly advise you to recall that we are a business, not a charity'...... I have no problem paying the money if I need my flight changed. However I dont think I should pay if 'you' change the flight time.....yes thats right...I have been charged for a Jetstar flight change!
5. I've no need to take it further - there are too many people out there and sites similar to these that will eventually do it for me. I choose not to fly Jetstar and that is as far as I need to go.
6. Why on earth would I call to be abused? Ok thats generalising....alot of the call centre staff I dare say would be very nice and helpful....but I can only comment on my own experience.....I must say I've never had the pleasure of speaking to those 'nice & helpful' operators. They must be there somewhere.......

Phil B is a Bitch Master. He obviously has something against New Zealanders. Perhaps a past relationship with a sheep went sour.

No way did a real Jetstar employee write that. No way do they employ someone with such poor communication skills. People have lost their jobs for less than that.

Yes Nick, normal people who work for reputable employers would lose their jobs for this type of behaviour. But Jetstar is like a sheltered workshop with very, very special people in bad polyester uniforms. They can get a way with being rude because it is part of the airline's culture. Take Phil B for example, you don't reach the dizzy heights of Bitch Master unless you are a highly skilled individual in the art of bullsh*t and bitchiness.

naw that aint bullet proof, maccas! still i say jetstar sux! yous cant put a bullet through my double platted insaults! jetstar sux! jetstar sucks! huhuhuhuhuhuhu

A truthful article by Phil B and presented at a standard one expects from a Jetstar employee. i.e in a discounted way, However much Jetstar employees try to defend themselves from abuse some customers may through at them they have to remember that it works both ways and we have heard of countless incidents where Jetstar employees have been the aggressor. Despite that Phil B is right ..i.e you virtually have no rights when you fly some airlines hence its up to all of you the lazy Australian public to set about and get your self some basic consumer rights when it comes to fly on the cheap airlines with their nastiest waiting to pounce on you when you are at your most vulnerable.Get of your bums Australian flyers and get protection via your local federal member on these issues. You do not put up with crap from Banks. You do not put up with crap from retailers. You do put up with crap from your car supplier or dealer. In all these case you have gotten customer protection evolving over the years. You got this because pressure was put on your legislators to act in your interests. the same applies here the more vocal you become, the more you write the sooner you will get better protection and be treated with common basic decency, Act now and make life miserable fro the phillbies of the world. In many countries of the world customers are not treated as a piece of crap why should it be so here. Its you own fault because you fail to act.

Here here Anon. You are very wise. There is no point bitching about Jetstar unless you are prepared to do something about it.

@ Macca You should read a newspaper occasionally - Australian tourism is in decline, has been for about 8 years now.. hence the failed "So where the bloody hell are you?' campaign and more recently 'the Oprah effect'. Vietnam tourism grows at about 20% per year. Sadly one of the most frequent comments I hear from European tourists in Vietnam on their bad Jetstar experience is "I chose them because they are an Australian airline- I thought they'd be OK" Hardly a great recommendation for Australian tourism. What happened to Australians being happy and friendly?
@ Phil B - How about a response regarding the flaw in the Jetstar website? You identified that Jetstar is a business- surely it wants to collect money?

Jetstar is and alway will be a shit airline, nothing anyone says or does will change that fact.

Quiet are we Phil b? Soft c0ck

@ Andrew of Jan 30, 2246,

I said what had to be said, now people like yourself, who obviously have nothing better to do with your time, will sit here and wait for up-to minute updates for what i will say.

Well here's something for you, Andrew, in particular, refer to point 3 of my original post. It's people like you, i have to deal with.....uhhh the uneducated.....

cheers

Phil B

Jetstar training school = blame the customer. In places like Cambodia, if a taxi driver has an accident. many times the police will try to cop a fine off the passenger - their reasoning? That the taxi wouldn't have been there if it wasn't for the passenger needing a ride.. OK so they don't have much of an education system in Cambodia- so what is Jetstar's excuse?

Also Phil B - still waiting on a reply regarding the design fault in the Jetstar Vn website, and an explanation how a first world carrier can stamp boarding passes with the words "after door" Ohh maybe it's the web designers fault the website has a flaw..

Phil, how precious do you want to be. Whinging over the fact the FA writes after door on the boarding pass.....What a drama.

Phil, how precious do you want to be. Whinging over the fact the FA writes after door on the boarding pass.....What a drama.

@ Macca - it's primary school English - Thousands of European, American and Canadian travellers get handed a printed Jetstar boarding pass stamped with the words "After Door".. as an Australian it makes me embarrassed- it should embarras you also but I'm guessing it doesn't. Still waiting on a response regarding the flaw in the website.

Phil, Vietnam sounds like a mess however, in Australia they don't right after door. The Jetstar which services Vietnam is called Jetstar Pacific, and is a sister airline of Jetstar Australia. They are run separately and by local people. Stop bringing the Aussie Jetstar down with that Vietnamese crap.

@ Macca You are so ignorant you constantly amaze me. The Jetstar Pacific that operates in Vietnam operates off THE SAME JETSTAR WEBSITE and uses THE SAME JETSTAR LOGO. Jetstar Pacific in Vietnam is 30% owned by Qantas. Qantas may increase this share in the future. They are different companies but they are trading UNDER THE SAME NAME.

@ Phil B you can hide behind point number 3 - but what Andrew said is true, you ARE a soft cock.. great at standing behind rules but with regard to responding/solving a problem- you've got nothing.

@ Phil of 02/02/11 @ 1404

Phil, the real soft co*k is the one who thinks they're actually achieving anything by using such language.
Quite simply, Phil, the fact of the matter here is, that i'm not standing behind my rules, i'm just re-iterating and enforcing them.

Secondly, you are an idiot.

Cheers.

Phil B.

@ Phil B - Well you're the big supervisor, I told you about an open customer service complaint and quoted the reference number, gave you a week to respond and I get nothing. I call you a soft cock and you respond within minutes. Evidently using such language does achieve something, and pretty much sums up the Jetstar employee ethos - good at firing insults and rules at customers (and ex customers/complainants) but unable to offer any solution/resolution.

You are correct in one matter - I am an idiot - when I encountered such a problem paying for a ticket and rude and ignorant service from a Jetstar employee, I thought that Jetstar management (including supervisors) would want to know how poorly the company was represented by service desk staff, and about their faulty Jetstar website design. Evidently I was wrong.

Actually I think Ms Tran Thi Phuong from the Jetstar service counter at Danang Airport should be promoted to Jetstar's marketing Department as "stand here all day and nothing will happen, pay more money and something will happen" sounds pretty accurate as a Jetstar catchphrase.

Despite the appalling service I have received from Jetstar Call Centre staff, I do not believe Phil is a real representative of Jetstar.

If he were he would know that his statement: "remember that box you clicked at the bottom of the page that said "I agree to the terms and conditions?" By doing so, you entered into a contract with the airline" ignores the fact that (from the same website) my 'contract' includes "The commitments in this Jetstar Customer Guarantee apply in addition to any rights you have under our Conditions of Carriage or under law."
and the Statement "There is no such thing as a customer being 'compensated' for any losses due to amendments in scheduling or flight disruptions and miss-connections" is wrong because the Jetstar Customer Guarantee which forms part of my 'contract' states: "For schedule changes or a flight cancellation made before your day of departure, which delays your travel plans by more than 30 minutes, we commit to ... if your flight is cancelled, offer alternative transport arrangements to get you to your destination at no additional cost to you ... If we fail to meet this commitment, call us and we'll provide you with a $50 Jetstar travel voucher "
Am I a Jetstar sycophant - no. Try getting what they promise above and find out how bad folk like the real 'Phils' in the call centre really are.
P.S. Phil if you really are a Jetstar employee you are a moron.

And here I thought I was the only one made out to feel like a idiot after havin the phone put down on me following the most rude treatment I have ever received from a "supervisor" in a company department. I was polite the entire time and was shocked to be told things like "stop right there ............" thus not even allowing me to explain my situation or request.
As a person I feel we have the right to decent and courtious behaviour when speaking to a member of staff in any business that offers "customer service"?
I am not one to complain but can assure you that the tratment I recieved from the Jetstar customer service supervisor left me feeling like I was messing up his day and why bother calling because you the problem not me or Jetstar!
As a Quantas freequent flyer who has recieved nothing but good service from Quantas ground crew and air crew I am woundering how Quantas can allow a section of their company demonstrate such poor ethics and values?
Jetstar and your staff you are dragging your parent company down by your lack of regard for your customers and poor customer service.
Remember this Mr or Mrs Supervisor, when I get through to you, you are the "front line and in essence the director of customer affairs" if you fail us the public you let down your company and you create the lasting impression leaving us the customer the choice to deal with you or to rather not suffer rude and shocking service and deal with a carrier that can offer cusomer service one would expect from a company that talks the talk. Try walking the walk!
And lastly "rudeness is a weak mans show of strength" and we Kiwis don't need to deal with weak (rude) staff we do have choices!

KARMA.
I recently, had a girl run into the back of my car. Causing about $4000.00 in damage. This all being her fault, I was completely stopped at a stop sign. She agreed to pay for it, obviously. So I get quotes, then little miss disappears.
(She was wearing an Australia Zoo uniform when she hit my car)
Being a dear friend of Steve Irwin, we grew up together, I was disgusted he had a staff member of that sort working for him.
I contacted Australia Zoo, tried to call her, message her, email her, I even sent her a letter of Demand to her address. NOTHING....
I wrote her a text message in December 2010. I said, "Merry Christmas AMY-LEE HINES, May karma get you"
My reply, "Sorry wrong number".....
Haha, typical!

Just yesterday, it being 2 months later - I open up the latest New Idea Magazine, and here she is... A photo of her, a story.
She was made redundant from her job at Australia Zoo.
KARMA is a beautiful thing!

The reason for me telling this story, is because we all have to believe in Karma, because Jet star will go down the drain and all us customers will be LAUGHING. I could have wrote in my story of why you shouldn't fly jet star, but you all get the point. Karma will get them, AND DON'T FLY FUCKING JET STAR.

I agree with the bulk of comments left here.....Jetstar is a low class, sorry 'cost', bus company that is much like the "FERENGI" from Star Trek (Jet STAR.....STAR Trek) who were money hungry dirty creatures much like JetSTAR upper management who work on KPI's to fill their pockets at the expense of the staff and passengers. I hear 'Boston Insulting sorry Consulting have 'rules of acquisition'......
They do the bare minimum to appease passengers complaints basically because there is not much competition in the low class bus market. As long as they get their bonus until they find a different job or 'god help us' a promotion, they don't care. And there is a high turnover of staff in Jetstar.
Oh that's right they are being replaced by off shore "staff" for 2 reasons.......cheaper and any problems, like Virgin check in, can be blamed on a 'contract' company.....AH it wasn't us it was them....don't blame Jetstar....... Well yes we can because its them who employ or contract out these companies because they are cheap and in a country that we as Australasian traveling public have NO recourse. "You have to contact that companies complaint department in Ulaanbaatar" "Ask for Mr Naran Tuul" (look that up).
One of the big problems of Jetstar is their reliance on Boston Consulting who recently were outed in the SMH by identifying 100's of millions of dollars savings in NSW schools by combining and closing among others......its not about our kids education but rather boils directly down to MONEY.....FERENGI.....same with Jetstar.

In fact same with so many companies......how many companies have call centers based OS?

Its time we stood up for what once was a proud country the only way we can.....dont fly with them, tell your friends and their friends...it will work.
Then maybe we can be proud again.