Two of us flying back to Christchurch on the Sunday - and received a txt message at 3.51am (sunday morning) advising flight had been cancelled and ring 0800 800 995 for "recovery options" (who thought up this wording shouldn't it be for re-booking?).
When I awoke at 7.30am I rang Jetstar on the above number at 7.30am. The call was not answered until 9.30am - 2 HOURS - have you ever waited for a call to be answered for 2 HOURS - I would assume not - I have never waited this length of time in my life before. Utterly ridiculous!!!! What if I had not been on a landline and been on a cell phone? The battery would not have lasted for 2 HOURS - as it was, the phone did run out of charge and I had to quickly get another phone before I lost the call. During this 2 HOURS all that could be heard was the continually drooning advertising of JETSTAR and how wonderful it was - so you can imagine by the time someone did answer - this customer was very nearly ready to EXPLODE!!!!!! (By the way I would suggest - if you care - to take a leaf out of IRD's book - they ask you to leave your name and phone number and they ring you back - your call continues in the waiting line and then someone rings you back when they get to your message - this is what you call "customer service". THIS WOULD HAVE TO BE MY MAIN COMPLAINT - although it does continue.
Upon someone "eventually" answering the call - I am then told that the flight has been cancelled "due to the airport cancelling it" (Tui Ad - "Yeah Right") - and this was the excuse given - do you think we are morons?
THEN I was advised that we would not be able to get on a flight that day - the next available flight was Monday at 12.05pm. We had checked your flights during our 2 hour wait and noted that there were flights going at 17.40 and 10.00pm (but were advised that these flights were already full). I was very annoyed that if Jetstar intends on cancelling flights then they should automatically rebook those people onto flights available, and not wait until they ring (or try to ring) to do so.
I advised the lady on the phone that this was not suitable as I had work the next day (Monday) and Stephanie had school (being from Christchurch we have already had alot of days off due to earthquakes and snow - it was not satisfactory to have more time off.). This was the reason I had paid "a fair price" for our tickets (they were not your cheap $27 or $49 flights). But to no avail.
THEREFORE due to this inconvenience - we had to organise another night to stay in Auckland - lucky my brother lives there and I did not have to pay for accommodation, organise trips to the airport and trip from the Christchurch airport to home - I feel sorry for the people that have to pay alot of money to have to do this. I had to ring my work and advise them - and that means for me an extra days leave which I have had to take.
This is all very frustrating - I have only flown with Jetstar twice before and not had any problems and so thought that the comments people made about it being "unreliable" were a bit harsh. I now know "at first hand" how unreliable and unprofessional your airline is.
It would take alot for me to fly Jetstar again as I would rather pay a bit more and go with Air NZ whom I have never had a problem with. Word of mouth is a powerful tool.
Sent complaint – 29/8/11 and 30/8/11
Their reply: 2/9/11 (it is now 15 working days and I still have not heard any further from them)!!!! They sent email advising it could take up to 15 working days to reply!!! Great service aye?
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