Dear Mr. David Hall (CEO - Jet Star),
On March 1, 2011 I decided to book a return flight from Manila to Singapore for April 15 to 20 to take a short holiday. On my first try, the online booking did not push thru as the website hanged. So I restarted my browser and decided to rebook. When I was doing it the second time, the webpage alerted me that I had made a similar booking previously and asked if I would want to cancel that previous booking. So I proceeded to cancel the first booking and proceeded to the the second one and the transaction came in successfully.
On April 2, I received my Singapore credit card bill and was very surprised that I was charged twice. One was for under a booking reference number of P1REYB for S$210.58 and the second one was for I68QRP for an amount of S$208.83. I then decided to check the Jetstar online service and discovered that the initial one was supposed to be the canceled booking, as stated on the website. Even if the website indicated it was canceled, I was still billed for that said booking.
I called up the Jetstar Customer Service from Manila (1800 1611 0280) and explained my situation. The customer service person advised me to fax over the credit card bill, the correct itinerary and a letter explaining the situation to the Finance Department. She gave me an odd fax number (039 277 7907) as this is not a usual number in the Philippines. She explained that it is a special number of Jetstar so I can just use a local Philippine line to dial that number directly. I was asking if they would have an email address instead as this would way would be so much easier as not everyone has easy access to a fax machine. She declined and said that this is the only way.
The next day, April 3, I tried dialing that number just to find out if I would be getting a fax tone. But sadly, all I was getting was a busy signal. So I decided to call again Jetstar to verify the fax number. The customer service person who answered said that was an incorrect number and I should be faxing to an Australian phone number. Now this got me all riled up. How come these CS people are giving me wrong information and each time I call I would be advised differently. Upon further complaining, she checked with her supervisor and informed me that I would no longer need to fax as the refund has already been sent for processing. However, I was supposed to wait for up to 15 working days for it to be completed. She advised that usually it would be completed in a few days but the normal time they advise is up to 15 working days.
On April 16, upon arriving in Singapore, I checked my credit card unbilled transactions. Still there was no credit for the amount. I then proceed to call Jetstar CS again (800 6161 977). They checked and said that they are now doing a fast track for the refund and asked for 3 days to complete the transaction.
I called again yesterday, April 23, as no amount has been credited yet to my account. The CS kept me on hold as she said she was checking this out until the call was disconnected. I called again this morning, April 24, as now they are INSISTING that the initial booking did not push through thus no refund and I would NEED to fax to this Australian number (00161039277790) to send the details of the complain.
I just find the incompetency of the Jetstar customer service hotline very apalling. They give you incorrect information, give misleading pieces of advice and just be very inconvenient. Not everyone has easy access to a fax machine, more so needing to fax to an international number. Why can't I attach to an email the information instead? They fly to many different countries but has no local office set up. Everyone goes through a customer service hotline where you need to send all information to an Australian office.
What makes it more difficult for me is I am now situated in Manila but my credit card is based in Singapore. I am not the only one inconvenienced by Jetstar but those I ask for assistance regarding my credit card bill in Singapore. Is all these problems worth S$210.58? I really hope not, I never had any problems with your flights, just your customer service.
Sincerely yours,
John Michael Carmona
email address removed by site developer
Comments
I am still waiting for my
I am still waiting for my refund in second request now! So you are not alone as there are among a lot of us having similar experience.
BTW, did you send to the CEO to his email? If not, I doubt he would ever read this website, otherwise there would not be that much complaints!
Does anyone know the email of
Does anyone know the email of the CEO? Based on googling for it, Jetstar has a good way of keeping their email addresses from public.
Email addresses of such
Email addresses of such people are purposefully kept private as you can imagine they have more important things to deal with. That is why companies employ people in various departments to sort out issues. Jetstar for example has the call centre, and any issues that aren't resolved by them can be forwarded to customer relations. They should be handling your issues, not a CEO. And by the way, Manila to Singapore is a Jetstar Asia flight. You have written to the CEO of Jetstar Australia.
When you fax, it is key to understand how to dial internationally. My understanding is you always take out the first 0 of the area code which would make it 00 (out of Philippines) 61 (Australia) 3 (area code without the 0) 9277 7907.
Good luck
" And by the way, Manila to
" And by the way, Manila to Singapore is a Jetstar Asia flight. You have written to the CEO of Jetstar Australia. "
yeah and they don't make the difference between JS Asia, Jetstar Pacific, etc etc on their site they like the global image when it suits them but when there's a problem you need to deal locally, what a pain.
You got BUCKLEYS!
You got BUCKLEYS!
You will need to go to the
You will need to go to the government for help. The consumer agencies are toothless against this raging beast. Contact your federa; member and the minister for aviation.
What's the progress? Has it
What's the progress? Has it been sorted out yet?
Similar experience but
Similar experience but they're ripping me off for $1100. In early June I attempted to purchase 4 flights from Melbourne to Maroochydore from the Jetstar website. Having completed all the booking information the system crashed. I received an error message informing me that it was not possible to process the order and to return to the start.
I followed this instruction immediately to discover that the fares had increased by $150 each.
We telephoned Jetstar to explain the circumstances and to request that we be allowed to finalise the purchase at the original price of $1,106.00. This request was refused. I asked to speak to a supervisor, who placed me on hold and then disconnected the call.
At no point did either of these operatives indicate that the transaction had in fact been processed, contrary to the error message’s import. Following this we booked flights with an alternative airline.
The following day I received a travel itinerary from Jetstar and learned that they had debited my card by $1,106.00.
They are supposed to be dealing with my request for a refund but the warning that replies can take up to 30 days is alarming since these flights leave next week. Their phone is either engaged or unanswered. I managed to get though their phone system yesterday and it was a complete waste of time. She told me that, not only could she not put me through to Customer Complaints but that the operators don't have a number for them. Are they in completely fortified accommodation? Do they exist?
Consumer Affairs told me that they only have 4 people working for the Customer Relations Dept. I reckon they need at least 10 times that number.
Can anyone give me any advice?