I made a booking on the 8th February for some family members - instead of using CC (cause of the $25 CC Fee) - my partner placed the booking via Direct Deposit. Flight was for 17th of March.
We then called up a month later as we had still received no confirmation / flight details - waiting for 50 mins on hold to get through to them - I found out that the flight had been held/cancelled as they hadn't 'received' payment the phone call then mid conversation the call drops out - another 50 mins of hold later I find out the details on how to get this rectified - I have to fax in confirmation of the payment with a fax letterhead.
This was sent to them at 9:32am AEST on the 8th of March - I was informed that it would then take 5-7 Business Days to get processed - however a team leader will try and expedite the process due to the flights being within 10 days.
16th of March - still no confirmation - in fact they haven't even found the fax yet... ( .... right...) .... so the team leader advices me to purchase new tickets fax in details and he will get those flights refunded. New flights cost me $784's return...
At 9:48am on the 17th a fax was sent through with the details... after numerous phone calls ... i find out that someone has actually seen my fax on the 31st of March....
I also discover the following - yes they tell you its 5-7 business days .... but its not...
its 5-7 Business Days for the Admin team to receive the fax and give it to the relevant department
its 5-7 Business Days for the Finance Team to look at it..
its 5-7 Business Days for them to process the refund
its 15 Business Days for you to receive the refund...
Oh and it an additional 5-7 Business Days to escalate it... (mhhh Escalation adds more time...... what the...)
Talking to numerous Supervisors - with promises of calls back... which mind you out of all the promises 2 did return phone calls at this point.
More and more phone calls trying to find out whats going on - and finally get informed they will refund me the money... but for the original booking... the $260 flights .... hold on thats not what you promised.
I explain again the situation and they again go to investigate ... more time ... more time...
I also logged that I wish to talk to the Customer Relations Team several times - yet to receive a phone call from them.. supposedly they have now upgraded their response time from 5 business days to 12 business days...
By this time I have spent almost 10 hours on the phone to them costing me approx $350 in phone
I already had enough a long time ago - but excluding time these flights to Sydney have now costed me almost $1500!
So where do I go from here - there is no ombudsman to help me - there is no industry authority.
JetStar 1500
Consumer 0
Comments
$350 in phone calls? As if...
$350 in phone calls? As if... Call from a landline. Even from a payphone it's a local call.
If the call centre won't sort it out, put the whole issue into writing on the website feedback form.
I dont own a landline - nor
I dont own a landline - nor can I sit around for 10 hours at a payphone if you could even find on.
I had already done that as well and no response.
If they don't respond after
If they don't respond after 15 business days, post again and again, and claim against their customer guarantee each time for a $50 voucher.
They will take no responsibility for your phone bill. They don't determine what kind of phone service you call from.
Looks like Sarah works for
Looks like Sarah works for Jetstar. If not she should apply as her attitude would fit right in.
Michael D - Jetstar will string you along with excuses for as long as you allow them to do it. They have no intention of refunding unless forced to do so by legal process. As a consumer you have been ripped off - I suggest you lodge a case with the CTTT.
http://www.cttt.nsw.gov.au/default.html