I was due to fly out of Jakarta for Singapore on their 22:00 service but earlier in the day they advised due to volcano activity the flight had been cancelled... To their credit they sent me an SMS stating the issue and giving me a number to call for recovery to Singapore. I thought OK safety issue, volcano no big deal i will fly tomorrow. Then I tried to call the number, "NUMBER NOT AVAILABLE" I thought I must have dialled it wrong so tried again, and again not available. I got friends to call and still the same problem, number not available. So I decided I would go to the airport to find out what was going on and how I was going to get back to enable me to get my flight to Hong Kong two days later.
Upon arriving at the airport there was a complete lack of anything remotely resembling Jet Star staff, when I finally got to talk to a contracted ground staff worker I was told the following:
The flight has been cancelled
Your ticket has been cancelled and your money will be refunded in 32 days
The flight tomorrow is fully booked
There are no additional flights to help stranded passengers
There is no accommodation assistance available
You have to try and get a new flight in two days time
Basically they told me it was my problem and I had to deal with it as best I could, there was not Jet Star staff available to talk to nor would there be and if I wanted to complain I could but it was a waste of time as Jet Star did not care.
I was fortunate that I found a local JAS supervisor who was kind and decent and said he would get me back to get my Hong Kong Flight. I had to book on a local Indonesian carrier to get back and they were fantastic.
I am sorry Jet Star but I have had a number of issues with your service in the past but this is the worst case of "WE DON'T CARE" I have ever seen from any carrier and as a person who travels a great deal every year I think you have a lot to learn about service.
You cannot leave people stranded in a strange country and say “we don't care it’s not our fault, it’s your problem”.
You should know and if you don’t you should not be operating “information is the best help” in these circumstances. I will never fly with you again and I will tell everyone one I meet you are hopeless.
Discounted airfare does not mean you can discount your responsibility to your passengers.
Comments
My flight back to Singapore
My flight back to Singapore was cancelled on thur due to volcano. Jetstar put us up at a Lousy hotel where my hp cant recb email or sms. And lousy reception that doesnt understand simple english.
I thought no big deal and i wld be able to fly the next day. When next day came, there was NO news at all from jetstar. I got to call the hotel reception to find out out that our stay at the hotel had been extented for another nite. And that it, no news no sms no reassurance from them at all!!!!
When sat morning came, there still no news. I asked the hotel reception for the jetstar guy no. When i contacted the guy, he said "i cant tell u anything at all as im stil at home. Only gg for work at 12pm." I cant believe it,we were stranded the hotel and the jetstar guy is not gg to work until 12pm. When i called later, he refuse to pick up his call. I calldd the jetstar office and was informed that my fligjt is scheduled to fly on sun. If that is the case, why didn jetstar inform us and just kept us waiting. Another flight is scheduled to fly today fr bali to singapore. But it is not us. Their priority shld be sending us back first.
I dun understanf is why other airlines is still flying but not jetstar. And theor service suck. Dun ever take jetstar
My flight back to Singapore
My flight back to Singapore was cancelled on thur due to volcano. Jetstar put us up at a Lousy hotel where my hp cant recb email or sms. And lousy reception that doesnt understand simple english.
I thought no big deal and i wld be able to fly the next day. When next day came, there was NO news at all from jetstar. I got to call the hotel reception to find out out that our stay at the hotel had been extented for another nite. And that it, no news no sms no reassurance from them at all!!!!
When sat morning came, there still no news. I asked the hotel reception for the jetstar guy no. When i contacted the guy, he said "i cant tell u anything at all as im stil at home. Only gg for work at 12pm." I cant believe it,we were stranded the hotel and the jetstar guy is not gg to work until 12pm. When i called later, he refuse to pick up his call. I calldd the jetstar office and was informed that my fligjt is scheduled to fly on sun. If that is the case, why didn jetstar inform us and just kept us waiting. Another flight is scheduled to fly today fr bali to singapore. But it is not us. Their priority shld be sending us back first.
I dun understanf is why other airlines is still flying but not jetstar. And theor service suck. Dun ever take jetstar