Another cancelled flight, and they just 'don't care'
My partner decided it would be a lovely surprise for me if he took me away for the weekend! He's not very techno, so he decided to make his bookings with an Travel Agent, to play it safe!
He surprises me on the Friday and says we are off to Melbourne on the 2.45pm flight! Yippee! all good.
We arrive at the airport for check in 1pm only to be told the flight has been cancelled. Our alternatives.......the 5pm flight is booked out, we can travel via Brisbane......yes the opposite direction......and arrive in Melbourne at 11pm. Not very happy, otherwise there is the 6am in the morning, which means we only get one night. So we cancel. Then the fun and games start. We had to cancel both nights accommodation with no refund.
Jetstar advise the flight will be refunded, BUT what about the accommodation we couldn't take....oh well you can email Customer service and they will look at your case. So we do that. Several emails back and forth with a 'we are processing your email' 'be patient'......WE GET THE CLANGER OF ALL CLANGERS! The Customer service officer accidentally emails us Jetstars preloaded responses to all customer service enquiries....THIS IS GOLD! If you read it you would see they never intend to give you back anything......this one is my personal favourite:
With TL approval if passenger is requesting manager or escalation only.
I apologise for any disappointment but I am unable to escalate this matter any further for you. Please be assured that we have investigated thoroughly and that your feedback has been passed on to our senior management team.
and there's plenty more........
I would love some advice on where you think this CLANGER should be published...facebook, twitter....The papers...I just know they never have the intention to do anything about your claims. I want everybody to know just how Jetstar looks after their valuable customers NOT! Please give me your feedback.