This is my story (this is the greatest site ever and a testament to just how terrible Jetstar is):
I booked a Jetstar holiday package to Phuket, Thailand for 1 week in 2009. I paid only for the airfares as the 7 nights accomodation was free. It was on a hotel opposite Patong Beach (the hottest spot in Phuket). When I arrived there was no accomodation, Jetstar had overbooked it. I was homeless and it was very late. Eventually settled at a sickening -10star motel. Was extremely furious it cut my measly 7 day trip short. Then resettled elsewhere the next day. The trip set me back over a thousand dollar due to Jetstar ridiculous incompetence.
Came back to Sydney and followed protocol for complaints (mail complaint letter to "Jetstar Airways Non-Existent Customer Service Department").
No reply for 4 months.
Called Jetstar in April 2010. Told to fax complaint to complaints team leader (cost me $10 to fax).
No reply for 6 months.
Called 20-25 times (literally) chasing up my complaint. Was eventually escalated to some phony "head office".
Received automatic letter July 2010 from "head office" saying "we're looking into your matter".
Jetstar should close their business. Their airline licence should be revoked considering the number of complaints and poor services they provide.
Ok so I had a bad holiday because of some administrative fault on the part of Jetstar. That's fine these things happen. But what is infuriating and totally unacceptable is the fact that Jetstar DOES NOT CARE about your problems. Their fake complaints department does not even exist.
0 solution.
Comments
Maybe you should try to
Maybe you should try to explain your dilemma in more detail. You would have obviously had a confirmation number for the hotel which the hotel would then need to research. It's impossible to receive a confirmation number without the hotel receiving your booking. Sounds like it was the hotel that actually overbooked. I also have never heard of a 10 star hotel??? Doesn't excuse the lack of customer service or lack of a response. However, I think you may need to be a bit clearer on facts and event information for them to research your query.
Sad that Jetstar's
Sad that Jetstar's Don't-give-a-**** style of customer care lets a complaint like this drag on and on. I hope Australia starts to get the message, and then we will be rid of the whole ridiculous excuse for an airline.
This comment is directed to
This comment is directed to author Anonymous.. I'm not the author of this complaint and am simply an observer.. but surely this website isn't a forum for providing every detail. You cannot know how much detail the author provided to Jetstar and chose not to disclose on this website. Jetstar sold the accomodation, so Jetstar is responsible for any problems encountered - no matter whether caused by the hotel or any other. Everyone knows that there is no such thing as a 10 star hotel.. i suspect the author was using satire. If this is confusing to you - what the author is actually saying was the hotel was really really bad. In my experience (read the 'stay here all day and nothing will happen' complaint on this website) it seems that no-one at Jetstar knows or cares when things go wrong, and no-one at Jetstar responds to customer complaints other than to email out with a case number which is never actually followed up, in fact jetstar seems to have a company culture where the staff enjoy treating the customer badly. And if you read that complaint I wrote you will see that Jetstar's partners in Vietnam (Techcom bank, Vietnam Post Office) are completely untrained and unsupported by Jetstar. It seems Jetstar is a company of 'cowboys' and should take responsibility for their behaviour. I've written all this because frankly I'm sick of people like Anonymous blaming the customer when the service provider Jetstar should show more diligence.
If you look closely you will
If you look closely you will see a "minus" in front of the "10star" motel I mentioned. sorry for the confusion caused.
I was trying to say it was a horrendously dirty and disgusting motel with blood on the bedsheets and shit on the walls.