This is my Jetstar horror story and the letter I sent to them, they replied to the office of fair trading stating they were in their rights of section 10.01, and believed their staff over myself and 2 family members and a family friend.I might add they refused to veiw the ctv footage or compensate me the 427 for my virgin ticket also I lost my fare back on the jetstar flight. Letter as follows:-
.It is very difficult for me to address this to Customer Care because after the horrendous treatment I have been dealt by Jetstar I do not think the two words belong in the same sentence. However, I would like to draw your attention to my experience at the Launceston Jetstar terminal on Monday, March 1, 2010 and the complete lack of professionalism of your manager there, Scott Cleary.
I was checking in to my flight to return to Brisbane, when a staff member told me that I had to pay $80 for extra weight. I had flown to Tasmania with Virgin a few days earlier and was returning with the same baggage plus two jars of honey. As I am not a wealthy woman in a single income family, I was shocked by such a large last-minute fee and without thinking exclaimed a naughty word ** $80”, just as one would after hitting your finger with a hammer.
The staff member then called the manager Scott Cleary who told me I was not allowed to board the flight. I am a 50-year-old woman all of 5ft tall. I was not drunk or disorderly, neither was I carrying any weapons or breaching any terms of the rules of flight, to my knowledge. I do not see that an exclamation of a word that is now commonly heard on television and has entered the vernacular can be considered sufficient reason to refuse a flight and I am not aware of such an exclamation being included in your list of terms and conditions.
My son, a graduate doctor, who was with me at the time, interceded on my behalf as I was extremely distressed. We asked to speak to his superior but were advise that he was the most superior there and he also refused to provide his telephone number so that we might reasonably resolve the issue. Your so-called manager (who could clearly do with a course in people skills) persisted and made it very clear that he would not reconsider. The only allowance he would make was to allow my other son to continue on the flight. As we both had paid for tickets, I do not consider this any great generosity!
His actions were publicly humiliating. Fortunately for me, the Virgin crew overhead the fuss. I then had to book a flight with them at a cost of $430 because it was an on-the-spot booking and pay a more reasonable $10 for overweight luggage. To compensate for the appalling treatment I had received from Jetstar staff they also gave me free champagne and a front seat on the return journey.
I would like to refer you to Point 6 on the Jetstar Customer Commitment guarantee which states: “You will get what you paid for”. Clearly I did not.
I would challenge you to view any CCTV vision of the incident which will show that I had my credit card on the counter ready to pay the $80 even while your so-called manager was being summonsed.
I am left wondering what would have happened if my children had been much younger and I did not have a credit card with me. Woe is she who flies Jetstar as she might well find herself stranded on an island.