JETSTAR CALL CENTRE NOW OFF TO MANILA

I have heard conflicting stories as to people still being based in Australia under a different out source company than what is currently being used. However, I know for a fact that the KL office will be shut for good and approx 500 ppl there will lose their jobs, while the people who currently work in the Melbourne Call Centre will helped by being offered different jobs that are available with the outsource company that they currently work for. I can tell you that first hand, there are ALOT of annoyed people that work their and these final weeks will be quite interesting to see how these people handle their roles.

**I can tell you that first hand, there are ALOT of annoyed people that work their and these final weeks will be quite interesting to see how these people handle their roles.**

Thats easy.. By simply not answering the phones and or just hanging up as soon as they answer... This has been my experience for the last 4 hours!!!!!

to the above comment. it'll be interesting to see as to what your issue is really about if you claimed that you have been hung up on or not answered.and if you must know,there isn't a chance for any calls not to be answered as there is a software being used to answer calls.no picking up the phone et cetera.its just a straight dial tone and the call connects.hence my querry, are u speaking from personal experience or are u assuming..(note that the word 'assume' stands for making 'an ass out of u and me'

So Mark, have you actually been treated poorly by the Manila call centre? Or are you just assuming that because they are asian, the call-center operators are incapable of empathy or competence?

Jetstar's call centre is completely hopeless.

The call centre staff seemed to be wearing earplugs as he got my flight requirements and timing wrong, then he "could not save my adress" and I had to repeat my long address again, and was speaking at bullet train speed when reconfirming my flight information. Not only that, I had to correct him for several of the scheduling, for various flight sector, and it was stupid of him to initially book a transit flight for me which occurred at a time when I would still be on the airplane.

I have also experienced some hang ups and dropped lines by the call centre, and vouch that the first complaint above is pretty similar to my disappointing experience.

The call centre needs a revamp, and having it sound like a fish market in the background does not aid the efficacy of the call centre operators.

I had exactly the same furstrations right now with the call centre. Did not hear my dates, did not help with my inquiry what so ever, so I had to give up as an answer was not given! USELESS.. It's s shame that I have a Voucher that must be spent and I am almost willing to pass it up as it just seems like it's too much effort to fly with them

I had the same experience with Jetstar Call Center in Manila. What happened in my case was I booked a flight way back in February for a price beat guarantee flights from GC to SYDNEY and SYDNEY to Brisbane, at that time the call center was still here in Australia. After the lady agent (Auzi) quote me the prices for the two flights, she then took my credit card details and swiped in 2 separate transactions for both the GC to Sydney Flight and Sydney to Brisbane Flight. She told me that everything is good to go and that I will received the itinerary within the next 72 hours with the complete details. After 72 hours, I checked my email and did not received any itinerary, I checked my booking online and was surprised to find that I have an outstanding balance of 316 for the outbound flight Sydney to Brisbane. I got the shock of my life because I paid for the price guarantee and then I was charged the full amount for the second flight. I called numerous times but was given the advice that due to influx of price guarantee in their system, some of the customer accounts were not updated. I was told to just wait for a few more weeks and that everything will be fix. Comes March, when I called the customer support number, I was surprised that the call was redirected to Manila. Don't get me wrong, it's not that I have something against them, its just that based on my previous experience, manila call center operators were rude and unprofessional. I was told that I need to pay the outstanding balance because the first agent who did the price beat did not leave any notes saying that BOTH flights were price guarantee. I told them that I will not pay because I already paid for this way back in February. I spoke to an agent by the name of Mike who was very rude and not apologetic, I told him I was already charged by Jetstar and it was already reflected in my credit card that both flights were processed. He was still rude and keep on insisting that the agent did not document and that I should pay for it. I was furious and told him to double check that transactions because I have already been paid and I will not pay again for something that Jetstar screwed up in the first place. Mike, the agent told me that he will put in a report and that someone will get in touch with me to fixe the problem. This was on the 27th of April 2011. Comes 2nd of May, I called because I have not received any calls yet, so I called the Jetstar number again and this time I spoke to an agent name Anton, who again was very very rude. He had no phone manners at all. He placed me on hold for about 30 minutes before transferring me to his supervisor by the name of Jeffrey. This Jeffrey guy was very rude as well. He admitted that yes, it was Jetstar's mistake in the first place but they cannot do anything about it, He evern threaten me that I will not be able to take the flight if I don't pay the outstanding amount. I was furious because he was very rude, when I told him I will make a complaint, he was very sarcastic and told me "complaint all you want, but you cannot fly if you don't pay". I told him this is not an option and told him to reverse the amount that was charge on the outbound flight (SYD to BNE) and I told him that I will just booked another flight from another airline. He said fine and that he will reverse the charge and he will personally email me the correct itinerary. Come today, I received an email from Jetstar stating that everything was processed as I have requested which was really terrible because I already booked for a separate flight. I called Jetsar and spoke to Anne and told her that this is not acceptable, that she was lucky that the call centre was in manila, because if that happened here in Australia, Jetstar can be sued for Breach of contract and that australian agents are more emphathetic in these situtations. I told her that Jetstar must be playing me, because initially this was the request I want from Jeff, but right there and then He was rude and told me upfront that they cannot do anything about it and now it's all fixed, you have got to be kidding me. I requested Anne to reverse the credit card payment for the second flight and to send me the booking asap. See what I mean, Jetstar should invest more in training their call centre operators. They are rude, unprofessional and does not have phone manners. Jetstar should rethink its outsourcing operations and stop outsourcing in Manila!!!