I posted this on the NZ, Australia and Asia Jetstar facebook pages on 5 April 2011 after getting no where with the call centre:
"Hi Jetstar. I tried to make a booking for a flight between Singapore and Perth. Jetstar declined my transaction but still took $300 from my account. I made my first phonecall to the customer services reps on 15 February 2011 and have now called 12 times. I have also sent four faxes and two emails. And still no reply. This is absolutely appalling customer service and basically equates to Jetstar stealing my money. It can NOT take 7 weeks for what is supposedly a respectable company to refund money that was wrongly taken. Get your act together Jetstar."
Within 4 hours I had received responses on each of the 3 pages as well as a phonecall from a Customer Care rep in Melbourne, (rather than from their call centre in Manila who have never responded to me).
2 days later I don't quite have my refund back but have been given $150AUD of travel vouchers.
If that doesn't work try emailing David.Koczkar@jetstar.com (Jetstars CCO), Bruce.Buchanan@jetstar.com (the GM I think) or Michael.Mirabito@jetstar.com (the Manager Customer Relationships). I received a response from the CCO's assistant within an hour.
Good luck to everyone out there!
Comments
A year back I joined that
A year back I joined that group on FB - I promoted this website via the comments fields.. eventually they blocked me from the site. Maybe some others would like to take up the challenge and do the same?
Thanks for this. I called
Thanks for this.
I called their "customer support centre" and their service is below par. No manners. The 3rd person I tried was better, but overall, not happy with Jetstar's customer service. No avenues to call a local manager (this is in New Zealand), and confusing websites to dissuade you from complaining.
Shame on you Jetstar!
Hannah cant find your
Hannah cant find your complaint on the Jetstar (oz) Facebook page.
It wouldn't have been deleted by any chance?
They gave you $150 in vouchers instead of returning your money. Which they took in error?
I suggest you complain in this instance to the Financial Ombudsman as that would be considered stealing. They have to abide by the credit code in terms of their financial practices/credit card procedures. You may just get a positive result. :)
@Phil - I'm on it!
@Phil - I'm on it!
i also put story on facebook
i also put story on facebook but they move it and block you their only answer is terms and copnditions' they just cancel your flight and dont give a shit. a refund is no good now because it is double to fly any one else now as i booked the tickets in sept 2010 , so now flights are dearer and i still have to get their but instead of 8 am its 6 pm i have lost a whole day of my holiday and they think that is ok. and the flight was not cheap either.
Hi Hannah - thanks for the
Hi Hannah - thanks for the info. Did the direct emails work, I mean did they actually get you your money back?
No money back yet but I did
No money back yet but I did get to speak to someone from the Australian office a couple of times at least... They call on a blocked number though but I think they made a mistake one of the times they called as this number came up on my phone 0061 3 90981900. Might try calling it if the money doesn't turn up in my account in the next couple of days.
So yeah, direct emails have gotten a response (1 email reply, 2 phone calls, a written response and 3 different vouchers totalling $200 Aussie dollars) but still no actual money in my bank account.
How do you post comments on
How do you post comments on the Jetstar Facebook page?
You have to join them as a
You have to join them as a group.. then you should be able to comment on the various posts on the wall.. the one I posted on (was banned from) was Jetstar Asia..
Hi all, I just want to say -
Hi all,
I just want to say - Jetstar seem to want to make money out of passengers misfortune. I have read the above comments, which basically stink. 1 year ago I missed a major meeting because Jetstar had over booked the flight. About 40 people were left with no flight! 2 weeks ago we arrived to board a flight that was carry on luggage only. We were about 2 minutes outside of the recommended book -in time, and they had turned off the check-in machines. We went to the check in desk, but they just said "ITS COMPANY POLICY" Now what sort of a company has that sort of a policy? Certainly not one that wants to be around for a while. Air NZ need to reduce their fares I think, but Jetstar, who to their credit do offer low fares, need to value their customers. Don't offer cheap, then treat the customers who take it up as SECOND CLASS CITIZENS!!
Hannah, When money is taken
Hannah,
When money is taken from an account and no service is rendered, this is essentially theft. I would call the Police and your financial institution then inform Jetstar of your doing so.
It is no different to supplying your credit card details on any website, never receiving the goods you want and being charged, It's illegal and your Bank + Police would be advised.
Receiving the Vouchers is an admission of guilt by the vendor and they're not fulfilling their financial obligations to you.