Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel flight

[mannej]

I still would have seen ground staff.

The flight would have been under their control - so that is probably why the phone operator(s) weren't a great source of information.

 

[eastwest101]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

I still would have seen ground staff.

The flight would have been under their control - so that is probably why the phone operator(s) weren't a great source of information.

Agree there.

But what do others think about the OP's situation? Do we think he was subject to 9.1 Change of Schedule or to 9.2 Circumstances Beyond JQ's control?

 

[hawthorn2008]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Thank-you eastwest101 and others who have made valuable contributions and comments here. Yes, indeed there are a number of learnings here for myself and others to note. I shall update you all once I have some feedback from JQ. If anyone has some management E-mail ads or other numbers (other than a call center) I would also appreciate those.

Once again thanks!

 

[amaroo]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Pretty ugly attitude even if they are within the T&C. Like others I agree with OBB.

Talking face to face will often produce a better result.....can understand your frustration.

Hope you stick around - your post was well written & entertaining

 

[loobloke]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

I had a near similar situation with this.
1. Cancelled flight with connecting flight booked separately on another carrier, wasn't informed
2. Rebooked on another carrier (after agent said I was entitled to a full refund)
3. JQ refused to refund me because they could have rebooked me on a flight leaving 12 hours later...
4. Got caught for 6 months in the endless mess that is JQ refunds and customer service, the call centre staff cant do anything and all read off scripts - they claim to escalate this issue, it will take 2 weeks and they will call you back. Did it about 3 times, never got a call back.
5. Cracked the sh!ts after being accused of lying, sent a very strongly worded email feedback and credit charge back with bank, why I never did this earlier, I have no idea...
6. About 2 months later an australian operator called me back, listened to my story for a few minutes, incredibly apologetic and refunded it immediately, why couldn't I ever get in contact with someone who could actually resolve this issue. Not sure if triggered by email feedback or chargeback.

 

[harvyk]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

why couldn't I ever get in contact with someone who could actually resolve this issue. Not sure if triggered by email feedback or chargeback.

Because most people would have given up at step 4, and JQ know it, and JQ also know the majority of their pax will have forgotten about their bad experience or have little choice when it comes time to book flights next time. It ensures that only the really persistent actually get refunds, the rest goes into the bean counters buckets.

 

[Moopere]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Not sure if triggered by email feedback or chargeback.

My experience with other cough businesses in the past has been that they try to wear you down hoping you will just go away. The charge-back is what finally gets their attention.

These days I'm much more hardened to the whole deal. As soon as I smell rubbish business practise I do a charge-back and leave the onus on the business to follow _me_ up rather than the other way around.

 

[N860CR]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

I'm guessing that if you were arriving to the airport fairly late in the evening, you went to Virgin right away to secure a seat on the last flight of the night? I can see your point and probably would have done the same thing. If time is critical and Jetstar have already said "tough", then I probably wouldn't have wasted time dealing with the airport staff and risking missing the Virgin flight.

As for having them pay for your Virgin ticket... I think you're out of luck. I had a very similar incident with Qantas a few months ago. They cancelled the last flight and I would have been stuck overnight in Brisbane. There was a Virgin flight departing but they couldn't care less and it was up to me to buy a last minute ticket at my expense. Qantas did refund the ticket I'd bought from them (but as you can imagine, the DJ flight was a hell of a lot more expensive and left me well out of pocket). QF customer care said, in no uncertain terms, "we don't care, you're problem" so I dare say Jetstar will give the same response. You should get your refund at least.

 

[Moopere]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

QF customer care said, in no uncertain terms, "we don't care, you're problem" so I dare say Jetstar will give the same response. You should get your refund at least.

Yes, I can well imagine. Probably travel insurance (delays and cancellations) is the only easy way through such a mess. Refund is fine, but as you said, the cost of recovery to you is usually significant.

 

[eastwest101]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

... I had a very similar incident with Qantas a few months ago. They cancelled the last flight and I would have been stuck overnight in Brisbane. There was a Virgin flight departing but they couldn't care less and it was up to me to buy a last minute ticket at my expense. Qantas did refund the ticket I'd bought from them (but as you can imagine, the DJ flight was a hell of a lot more expensive and left me well out of pocket). QF customer care said, in no uncertain terms, "we don't care, you're problem" so I dare say Jetstar will give the same response. You should get your refund at least.

I am really surprised that you got this from QF! If it was JQ I would not be surprised......

Anyway - as Moopere says - the chargeback route seems to be the best attention grabber for JQ I suspect.

How are things progressing hawthorn2008 ?

 

[hawthorn2008]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Nothing on the JQ front, but I am taking the advice and pursuing the chargeback route

However, I do have some interesting news to report. One of the parties I furnished my letter to was VA. Their management reviewed my letter and very kindly offered a return trip flight for my next business trip to "experience Virgin's service". Now that is what I call class!

 

[Moopere]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

hahaha. you have to laugh. From one company, get stuffed! From the other, we welcome your business....

Pretty easy to see how this is likely to pan out for your future travel I imagine.

 

[hawthorn2008]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

LOL! Right-on. Flew them today. They won!

 

[robd]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

From experience, one of the main problems is communication. 3 out of 3 with o/s flight delays - minimum of 5 hours each time, each way, with flight cancellation last time resulting in extra day stay. Did not get SMS or email. Only found out by checking on-line for flight details as a matter of course, only to see "FLIGHT CANCELLED". Re-booked hotel and went straight to airport. Absolute shambles at airport. Fortunately claimed on travel insurance, but that was the last straw. Never again J*.

Having said that, LCC's give those that can't usually afford travel, the means to do so, and as long as you know the "risks" beforehand, it will provide the means for a great family holiday.

Circumstances change, and my time is worth more than the LCC's can offer.

Live and learn.

 

[Moopere]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Circumstances change, and my time is worth more than the LCC's can offer.

Yes, and thats it really. I don't begrudge the very existence of LCC's, but they are not for me and fortunately have a choice. No point trying to push a square peg into a round hole.

 

[hawthorn2008]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

I agree entirely. I am an Aussie based in Hong Kong. As a rule, I try my best to avoid LCC's. This experience sears that rule into my brain quicker than a Macca's burger on the grill.

Yes, and thats it really. I don't begrudge the very existence of LCC's, but they are not for me and fortunately have a choice. No point trying to push a square peg into a round hole.

 

[Isochronous]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Fantastic service from VA. Wish they would join Star Alliance already though!

 

[whatmeworry]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

Every bodies experiences with Bad Customer service with Australia Airlines just further reinforces my view we should get a ombudsman for the Airline industry and not some voluntary code they wont bother to follow!

 

[scaredeycat]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

While my personal policy is to avoid J* whenever possible, the trouble is that I do end up flying them not infrequently, as QF has handballed most flights out of Hobart to them and my schedules don't necessarily match Virgin's.

 

[eastwest101]

Re: Guilty until Proven Innocent: The customer is always wrong when Jetstar cancel fl

While my personal policy is to avoid J* whenever possible, the trouble is that I do end up flying them not infrequently, as QF has handballed most flights out of Hobart to them and my schedules don't necessarily match Virgin's.

Agree - that can be annoying for people in ports/routes that have been partly or totally Jetstarized. However you can think of it this way:

If I can possibly alter my schedule to suit VA and myself it may prevent unscheduled surprises courtesy of JQ that suit JQ but really do not suit you.