Claiming a refund of 20,000 points from JetStar: A BATTLE!

[BVT]

BrisVegas Traveller, I also find that morning calls are best, though I've never had anyone in Australia.

I did send an email to the real Simon Westaway (not that hard to get his email really). I also messaged their CRM team, whose email is not published on the JQ website (not that I know of). No one has responded to date.

Funny you mentioned their failure to meet their own targets. The JQ agent who called me today again said that the points would be credited to my account within the next 15 days. This is the THIRD 15-day periods that Jetstar staff have promised. Unbelievable! If you can't do it, why bother promising at al?

I am going to ask for the $50 voucher.



It has been a frustrating experience for me, zeiron. I am glad your issues have worked out for you. Perhaps I'll just adopt your approach next time!

I would ask for a $200 voucher, But .... you have to spend it within 3 months of the date and travel on it within 12 months.

I have not tried writing to the CEO with JQ, but it has worked a treat elsewhere when you keep going around in circles.

 

[Voyages]

I would ask for a $200 voucher, But .... you have to spend it within 3 months of the date and travel on it within 12 months.

I have not tried writing to the CEO with JQ, but it has worked a treat elsewhere when you keep going around in circles.

Good note. I can certainly use the $200 voucher over the next 12 months, for some of my intra-Asia legs in January/February.

Haven't tried the CEO yet either. But it's an option should nothing good come out of this little saga.

 

[Will]

I have a pleasant experience to relate that somewhat counters yours.

Short version: I booked a JQ3 FLounge run. 2 days before flight, SMS informs me it was cancelled. I call, after 30 seconds got onto a man who offered to put me on one of the other flights. I said 'no thanks, I'll take a refund'. Without argument, he said 'We can do that'.

And today, 10 days later, I got the following email:

[FONT=&quot]Dear xx_xx_x,

Booking Reference: Bxx_xx

Please be advised that your refund request has been approved by Jetstar.

The refund will be processed back against the form of payment used to make your booking within 5 business days.

Thank you for choosing Jetstar and we look forward to seeing you onboard again soon

Yours Sincerely,

Jetstar Customer Care [/FONT]

Easy!

I know my experience is atypical, which is why I'm sharing

 

[Voyages]

I have a pleasant experience to relate that somewhat counters yours.

Short version: I booked a JQ3 FLounge run. 2 days before flight, SMS informs me it was cancelled. I call, after 30 seconds got onto a man who offered to put me on one of the other flights. I said 'no thanks, I'll take a refund'. Without argument, he said 'We can do that'.

And today, 10 days later, I got the following email:

...
Easy!

I know my experience is atypical, which is why I'm sharing

Thanks for sharing, Will. This clearly shows the inconsistency in JQ's dealings with customer issues. I wish my experience had been half as pleasant as yours

My partner's problems with his *Class booking were addressed by JQ pretty much within 24 hours of his EMAILS! He even got a personal response from Simon Westaway and all.