To Jetstar Customers

This is my story, I worked for an outsourcing company which does customer service for Jetstar. I would like to advise to the customers/passengers that we as Customer Service Agents don't have any direct connections with the airline. Meaning that we only follow orders from the airline. I do notice that this airline do make schedule change at the last minute hence the agents do receive a lot of complaints, just a friendly reminder that it is not us who changed it and we will do everything in our authority to help the customers out. But there are some problems that we can't do because our hands are bound by the airline. So what we can advise is to write in to Customer Relations which is directly to the airline. And the only contact we have is the address, no emails, or numbers. I'm sorry but that is all they gave us. As for the Australian customers (I am not saying all of the Australians), when you call the line will hunt automatically either to the call centers in Aussie or Malaysia. There is an outsourcing call center in Malaysia ans some of the Australians know that. All I'm saying is with due respect please don't go racial on any of the agents there. Malaysia is a multinational country and we tolerate all races and nationality BUT they won't tolerate racial slurs or insults. The agents there are trying to do all they can to help the customers and of course being human there are errors here and there. As for the airline website, well I notice it is really slow and most of the times there are errors as well. Please note that the website is out of our control. And of course if the customers wants to change the flight dates there is a change fee plus fare difference at the time the agents book the customers in. There is no way we can change that policy either it's all the orders from the airline (this is when the airline did not reschedule the flight). The agents do feel for the customers and understand what the customers are going through and yes of course they will help the customers the best they can. So please try to be nice or be calm when we try to explain to you anything. That is all I have to say and Thank You for your time.