No help from call centre

I was trying to book a flight on my IPad but the website wouldn't show the destinations drop down list. I had to ring the call centre to see what was wrong and they said to use a pc as browser on iPad sometimes didn't work. I said don't have access to a pc so they said ok we'll book you for a $50 fee. This is not way out there as a complaint but couldn't they just once say ok it's not your fault and will take just a few minutes to fix without trying to screw you at every possible opportunity?

Also, my wife and I travel light and only need one suitcase normally but I couldn't find anywhere on their site that allows only 1 checked baggage for a 2 person booking. If I'm wrong fair enough but on my normal airline (air NZ) you can mix baggage allowances. I also concur with previous posts re oppresive penalty booking fees, it is our own responsibility to book correctly but with a charge at every turn you just end up hating and distrusting them. If they could just give their call centre operators have a bit of discretion for genuine errors immediately reported then that would go along way to restore customer relations.

International
New Zealand-Auckland
Singapore-Singapore

Comments

I tried to look at JS

I tried to look at JS airfares the other day on a PC, just out of morbid curiosity. Neither the origin or destination dropdown boxes were working. So it wasn''t the fact you were using an iPad, the website just wasn't working.

It's fixed now, so your iPad will probably work properly now.

Hi Pete, thanks for taking

Hi Pete, thanks for taking the time to let us know of your concerns. Firstly, I apologise for the trouble you had trying to book flights on your iPad. In future, if you’re using your iPad and want to book flights, it’s best to go to the full site rather than the mobile site. It’s disappointing that you weren’t happy with the solution our call centre staff provided.
In terms of booking checked baggage, you can definitely book different baggage allowances for different passengers. When you’re on the passenger details page, directly underneath the baggage drop down is text saying “Manage baggage allocation by passenger of flight”. If you click on this, you’ll be able to allocate different baggage allowances for each passenger. I will pass on your comments about allowing our call centre staff more discretion when customers make an error. I hope despite your concerns, we can welcome you onboard again soon. - Anita