Article: Jetstar Has Better Customer Service Than Qantas

[Must...Fly!]

In fairness the passenger was being reaccomodated. I'd love to see QF provide that level of service!

Hard to be dragged off a plane by hold music from South Africa

 

[dundas]

Qantas recently changed a flight of mine, so that instead of having the five days I'd planned in my destination, I would have had 8 hours at the airport, which destroyed the purpose of the ticket. I was tempted to press the 'cancel' button online, but it seemed I might suffer financial consequences if I did that. So I called them. I got through after two hours; the person who answered was skilled and professional, but it still took her another half an hour to cancel the ticket. Shortly afterwards, I used Jetstar's chat function to enquire about a booking I'd made. The initial response came within a few minutes, and it was sorted out pretty easily. So yep, communicating with Jetstar was better by far.

 

[jb747]

Remember that JQ is Alan's baby. Basically he's in charge of both, and has been upgrading one at the expense of the other. The outcome is predictable.

 

[kangarooflyer88]

Qantas recently changed a flight of mine, so that instead of having the five days I'd planned in my destination, I would have had 8 hours at the airport, which destroyed the purpose of the ticket. I was tempted to press the 'cancel' button online, but it seemed I might suffer financial consequences if I did that. So I called them. I got through after two hours; the person who answered was skilled and professional, but it still took her another half an hour to cancel the ticket. Shortly afterwards, I used Jetstar's chat function to enquire about a booking I'd made. The initial response came within a few minutes, and it was sorted out pretty easily. So yep, communicating with Jetstar was better by far.

I'm curious why QF couldn't have rebooked you on other flights to maintain the itinerary? Surely they have other flights going that might be suitable or heaven forbid they book you OAL to get you there in roughly the same time.

-RooFlyer88

 

[Revenge]

Remember that JQ is Alan's baby. Basically he's in charge of both, and has been upgrading one at the expense of the other. The outcome is predictable.

A very healthy fat baby at that

 

[AIRwin]

A very healthy fat baby at that

Spoilt with everything brand new and no hand me downs?

 

[Must...Fly!]

Remember that JQ is Alan's baby. Basically he's in charge of both, and has been upgrading one at the expense of the other. The outcome is predictable.

I'm not defending it. Though one can absolutely admit without it, things would likely be a lot more difficult for Qantas IMO

 

[dundas]

I'm curious why QF couldn't have rebooked you on other flights to maintain the itinerary? Surely they have other flights going that might be suitable or heaven forbid they book you OAL to get you there in roughly the same time.

-RooFlyer88

There were other choices that weren't offered to me – I know this because I've rebooked since then using QF points for the same dates. I might have attempted to rebook myself on the original paid ticket, but each sector was in a different fare bucket and had its own terms and conditions. So it was easier to just cancel. Qantas had changed the itinerary, so getting a refund was straightforward.

 

[kangarooflyer88]

There were other choices that weren't offered to me – I know this because I've rebooked since then using QF points for the same dates. I might have attempted to rebook myself on the original paid ticket, but each sector was in a different fare bucket and had its own terms and conditions. So it was easier to just cancel. Qantas had changed the itinerary, so getting a refund was straightforward.

Just of curiosity, what are the rules for rebooking flights cancelled due to QF? Is it any flight in the same cabin (e.g. Economy) regardless of what fare class it is? I know some airlines such as AC allow this.

The last time QF cancelled a flight on me (a classic reward booking nonetheless) my options at the time were, book any available economy flight taking off within 7 days of originally scheduled departure OR book any classic award taking off in next 365 days. I chose the latter since SYD was in lockdown and I knew I wouldn't be able to fly to LDH, but wanted to secure the discounted classic award seat I got so I could eventually get to LDH. That being said, this was all during COVID and who knows what Uncle Alan's change policies are these days!

-RooFlyer88

 

[Hvr]

A recent and funny example.

On the JQ flight from MEL-HKT, my friend on his first ever international flight asked a staff member for a beer. The staff member said 'certainly, I'll find someone to get it for you'. My friend then asked him what he did on the plane. 'Oh, I'm the pilot.'

My friend was suitably embarrassed and apologised. However, the pilot was unfazed and did ask an FA to get him a beer which was promptly served.

When he told me later, (I had been sleeping), I was surprised he didn't realise the different uniforms were for different roles, but as noted previously, it was his first ever international flight and he hadn't done a domestic flight in 30 odd years.

 

[RooFlyer]

A recent and funny example.

On the JQ flight from MEL-HKT, my friend on his first ever international flight asked a staff member for a beer. The staff member said 'certainly, I'll find someone to get it for you'. My friend then asked him what he did on the plane. 'Oh, I'm the pilot.'

My friend was suitably embarrassed and apologised. However, the pilot was unfazed and did ask an FA to get him a beer which was promptly served.

When he told me later, (I had been sleeping), I was surprised he didn't realise the different uniforms were for different roles, but as noted previously, it was his first ever international flight and he hadn't done a domestic flight in 30 odd years.

OT, sorry, but a similar story re AA. I had just boarded at Belize City airport, on AA in J, bound for DFW. I realised I had left my iPad in the terminal (public waiting area - no lounge!) I asked an FA if they might send a radio message to ground staff to see if it was where I left it, plugged in to charge.

Pilot in the galley overheard and said - I can help there - does it have any distinctive marks? I explained where it was, charging, an imitation leather cover.

He then de-planed, walked across the tarmac and into the terminal and came back maybe 10 mins later with the iPad!!

Now, he may have been going there anyway - but wow! I was really loyal to AA after that!! (Was living in Canada and flying USA frequently).

 

[Indiana01]

I recently flew Mel to HKT via Syd. Qantas between Mel & Syd, Jetstar to HKT. We missed the connection thanx to Qantas and when approached at Sydney airport on how are they going are to help, they did not want to know us. Totally dismissed us. Their complete lack of empathy was disgusting. Thankfully Jetstar came to the rescue but each airline was very quick to blame the other. To make matters worse, the exact same issue occurred on the way home. This time I protested with Qantas until they booked us new flights....albeit hanging around Sydney airport cooling our heels for another 6 hours.
Qantas can suck the big one. They are woeful.

 

[RooFlyer]

Welcome to your first post, @Indiana01 . It’s a shame how far the Red Roo had fallen, isn’t it? Sub LCC.

 

[bcworld]

On the JQ flight from MEL-HKT

I did this flight recently...it was wild! I think they need to retime it so it doesn't depart at 3PM! Your friend might think all international flights are like this!