I am travel consultant for a very majoy company here in Australia , today i had to deal with Jetstar's new Manila call centre that they had moved from Melbourne . I was in total dismay the rudeness of the staff i had to deal with . one began yelling at me like i was an absolute moron, i terminated the call . Called back and was hung up on as they had not idea to process a simple refund. I called back again .. demanded the supervisor and was told " simply " NO. so i called back again and finally got connected to the Melbourne call centre, the agent had rectified my issues with in a minute. from what i hear the call centre will close in Melbourne with in several weeks . i will NOT advise any of my customers to use Jetstar . If their call centre is the first point of call for most passangers before the actual flight , it really does leave a filthy taste in my mouth . Jetstar management if you read this forum you might want to concider returning your call centre to Australian shores before you go bank rupt with lack of passangers as i'll be booking my customers on other carriers . Our head office are now aware of the issues we face as Travel Consultants dealing with your off shore call centre.
Thanks
Comments
Are you sure they were all in
Are you sure they were all in Manila? From what I hear they still have the Melbourne and Malaysian call centres (for the time being). To my knowledge the Manila ones are newbies and still have a lot to learn obviously. The reason I ask is because when I used to work there ages ago, the Malaysian ones were renowned for hanging up on people and/or refusing to get supervisors. Hence why they are probably getting rid of them.
Yeah, as a previous melbourne
Yeah, as a previous melbourne agent i was really pissed at jetstar's recent decision to take their call centre overseas and they are going to pay for it! Despite never using the airline myself, as i myself think that from the stories that i have had to deal with because of the rude cabin crew and airport staff (that i continuously used to take complaints from everyday) there was nothing wrong with the call centre in melbourne and that the majority of agents that worked in australia taking these complaints did everything that we could trying to keep everyone happy that continued to use the LOW BUDGET SERVICE that they provide. Now that they are selling out to off shore call centres, they can go F*** themselves as an international airline and soon i will be disgusted to have ever spent the time working for the airline. i am disgusted with the way that the company is headed and i hope that everyone that stumbles across this page will learn not to ever fly with this dead shit of an airline ever. Take the word from the travel agent that is listed above. None of us Melbourne agents would ever treat a Travel Agent like this. If any of you have any enquires on this piece of shit airline, i suggest calling the holidays line, use up your flights and to aban, nor a passenger. Forget this airline for good, FUCK YOU JETSTAR!!
they shouldve kept the call
they shouldve kept the call center in australia instead of goin to asia! just means less jobs for us aussies and more jobs 4 asians who cant speak english! keep it local!
The same could be said for 3,
The same could be said for 3, Optus, Vodafone, Telstra, Virgin Blue (and the list goes on and on) who all operate call centres in Asia/India. Fact is these big companies are always looking to save a buck or two. FYI Jetstar will still operate a call centre in Melbourne, just on a smaller scale to what it has been in the past.
Maria, I find the points you
Maria, I find the points you raised totally valid and agree whole-heartedly. But for a travel consultant, I find your letter writing skills extremely poor. What sort of professional would start a sentence with a lower case letter?
Must do better.
My congratulations to the wonderful person who created this web site. Love your work! Why the mainstream media wont publicise this site is quite ridiculous, but then again Qantas are major advertising clients, so the likes of Today Tonight and ACA will not go near it. But as for ABC's 7.30 Report, I truly feel they are missing out on a very good story. Perhaps the ABC have a deal with Qantas?
In any event, the creator of DFJ should be publicly recognised.
Or maybe Jetstar doesn't
Or maybe Jetstar doesn't break any laws and customers are often idiots who can't read fare rules/terms and conditions and want everything for nothing? Just a thought.
@ Anon no 3 - Only Japanese
@ Anon no 3 - Only Japanese and Holidays calls are currently scheduled to remain in Melbourne, from what I understand as a soon-to-be-ex JQ reservations team leader. Everything else - i.e. Flights, Trade, etc, is to be sent to Manila, which should please those wanting to speak to an Australian agent no end.
hate to say this but...i told
hate to say this but...i told u so...
Providided they are properly
Providided they are properly trained, Filipino call centre staff are the best in teh world.
Unlike Indians, Filipinos understand Aussie accents.
Of course they can only do what their JQ supervisors tell them to, butr let's face it: Aussies are no good at being 'call centre agents' (apologies for the use of that Yankee term) so why should we begrudge individuals in the Philippines the chance to earn some money and feed their families?
Told you this was going to
Told you this was going to happen to salesforce, but i was told that i was lying and that it was all false.... TOLD YA SALESFORCE!
I saw the commercial in confidence information, yet i was a liar..
Fuck you Aussies
Fuck you Aussies
Maria, please do not
Maria, please do not criticise others communication skills when you cannot spell.
Jetstar management - you are
Jetstar management - you are a bunch of clowns. This call centre in Manila will ultimately turn your hard won customers away. The people in the call centre cannot communicate properly with English speaking people. They are also poorly trained, poorly paid and poorly informed. Add this to your long queue times and your cheap computer based phone lines that drop out mid call and you are headed for a big loss here. Not that you are interested, but your staff also have to deal with this cra_p as you know, so now not only are your customers leaving you, but so are your staff............
Well done Jetstar. The
Well done Jetstar. The people in Manila are far nicer to talk to than the Malaysians. When I called I was answered quickly and my questions about immigration were answered. What a great change. Thanks !!
I was able to experience the
I was able to experience the rude agent you experienced. Same scenario. I spoke to the jetstar agent just now... she has a Chinese accent. She treated me as if I am a newbie in flying. She raised her voice and I asked her why she is shouting on me. The call got disconnected and made me call them again. Thank God it was an agent from the same call center here in Manila too. The agent really helped me with my connecting flight and immigration concern. I told the agent about my experience and he said that the operation is in Manila and they have multi-lingual agents there as well. It's just that my call and my first interaction with them was not pleasant at all.
I have just been sorted out
I have just been sorted out by "Yana" in Manila, she was as good as consultants get. Super efficient, great attitude. And her English was perfect (quite unlike yours, Maria)!
They should have a better
They should have a better customer service and be trained properly before handling calls since thats what they are paid for. You're right they will lose their customers if that continues. It is so embarassing for me as a filipino to hear that. People in general that works for call center should assist its customer at their best instead of yelling. very rude, if they cannot handle the stress they should not work there.