My bf and I were onboard 3K 538 back to Singapore form Phuket on 5th Feb 2012. During the preparation for take-off, Nurul gave us a very bad impression when the baggage she was holding hit the leg of the lady sitting opposite the aisle, and Nurul simply walked off without appologizing.
When the flight took off, my bf and i were both asleep, suddenly i was awoken by him and i realized that the 2 flight attendants (including Nurul) pushing the cart had hit his knee hard and woke him up in pain and shock. He demanded for an apology from Nurul, and the reply he got from her was : " WHAT ?!?!?! it wasn't me !" When my bf told her off for being so rude, her reply was :"WHAT?!?!?!!? i wasnt the one, it was her !( shouting and pointing to her colleague opposite her at the other side of the cart.
So disgusted by their service, my bf requested from the male flight attendant the name of "the rude flight attendant"(Nurul). He went on to call for the leading attendant instead. Throughout the incident, 3 of them did not utter a word of apology, instead, they staged a drama in front of the passengers, pointing fingers at each other, and all we got was "WHAT WHAT WHAT WHAT!?!?!?!!?"
It was only when the leading attendant came to us, that we finally saw a truly well-trained and selected attendant with service standards, appologising on behalf of her colleague, and brought my bf some warm water and Vaseline to ease the pain.
This was an attitude we could not accept as we were not expecting "Extra Mile Service" from the attendants, all we expected was a simple apology as a "basic gesture of courtesy". This was the most disgusting kind of service i ever experienced, and i cant believe it myself that it was provided by a flight attendant, who should have been through stringent trainings and selected amongst so many candidates.
I sent in a formal complaint through their website using the feedback form, and there was no acknowledgement of receipt (as promised within 24 hours) or no call to follow up. I wonder, what's the use of the CUSTOMER GURANTEE column on their website if they are unable to deliver their promises?
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How do they operate like
How do they operate like this?
To Whom it May Concern,
This message serves as a letter of intent to pursue legal action against JetStar for fraudulent information and business practices.
On 12 of Feb 2012, while checking in for flight JQ0213 (ref # 5WWYT8), I was told by Jetstar agents that I would not be permitted by the company to board my flight without purchasing an outbound ticket from Auckland to a different country for visa purposes. Although I explained to your agents that I had contacted the consulate regarding the status of my visa and was in possession of a return ticket under a different airline, they stipulated that immigration would not allow me to board a flight without the purchase of a ticket from your airline, therefore they could not allow me to check in. Because this was the last remaining flight of the day, delayed 40 minutes because of this debacle and I was on the last day of my Australian visa, I was forced to purchase a ticket from Auckland to Singapore (ref # Y4PPWL) on a third party credit card in order to board the flight I had already purchased. I was not only charged $893.79 for the flight, but also an additional $50 unknown fee, as the receipt I carry shows only the initial flight charges.
Upon further investigation with New Zealand and Australian consulates, I learned that not only was all of the information I was provided with incorrect, but also very illegal based upon airline and international custom regulations. It is HIGHLY illegal for representatives of JetStar to provide customers with false immigration advice based on fraudulent principles. I am disgusted with the information I was given and even more disgusted with the manner in which your telephone representatives have handled this delicate issue. While addressing my concerns and demanding a FULL refund (without cancellation or refund fee), I was told by a JetStar employee (Jamie rep# XJCR05) that it didn't matter and I had no other choice but to pay JetStar a cancellation fee or wait over 2 weeks for a response from your company via email, by which time the ticket would be forfeited. UNACCEPTABLE.
I write this letter to expose your unfair and illegal business practices which seem to be supported seemingly, for just a few dollars from a cancellation fee. I am horrified that you are able to operate your company in this manner and generate funds based on bogus and fraudulent information. This was my first and last time electing your airline and I demand a full refund without any further fees or must make the decision to pursue further legal action against JetStar based on pure principle. I am reporting your company to both Australian and New Zealand consulates in order to put a stop to the illegal practices which your policies support.
Your response to this matter is urgently required.
Sincerely,
Barri Whittaker