I am really annoyed at the moment & as I can't seem to find a Jetstar complaints number, email or form I figured why not join the crew here & at least tell my story. Today I booked my flight to Bali online for my mum's birthday (she lives in Bali) & also my brother booked a flight for me as well with out my knowledge on virgin with him (he is a travel agent). The booking was $967 so not so low cost for one.
Within 3hrs of booking online my brother told me he booked us today on virgin & to get on to Jetstar to cancel the booking, from his experience as an agent he has been able to cancel bookings within a certain time frame depending on who you talk to. As a travel agent he can't stand dealing with Jetstar now that is saying something.
I called customer care first time (about 3 hrs after my booking) I spoke to a guy who was nice but not helpful, he was not in Australia & had no managers that I could talk to or he could talk to about my request. He told me to call back in 30 mins.
I called back in 30 mins, I waited on hold for 45 mins before I spoke to a lady (also not in Australia) she was the most unhelpful person I have ever dealt with, I told her the situation she said tuff luck no refunds & hung up on me.... how is that for service, waiting on hold for 45 mins & then being hung up on from a rude foreign call centre customer care person & of coarse there is nothing I can do about it. I don't understand how Jetstar has won any awards, it is low cost low service. Qantas has managed to get the most unhelpful people in the industry & create a low cost airline name it Jetstar & take all responsibility away from them. You just have nowhere to go & complain if you receive bad service.
From ACCC (Australian Competition & Consumer Commission) quotes "No matter what a retailer, supplier or manufacturer says to you, gives you in writing or asks you to sign, statutory rights cannot be taken away."
I have another booking with Jetstar booked in months ago for bali again in March, this is the last time I will ever use them... I am virgin all the way from now on for low cost, the service is millions of times better, they are helpful & don't hang up on you. I will tell as many people as I can, piss off one customer you will lose many.