Jetstar - check internet booking windows...

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cma1957

Junior Member
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May 7, 2010
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For the past few Friday evenings and their Birthday sale bargain fares I had been trying to make booking with the 'LIGHT FARE' to CHRISTCHURCH ret. Unfortunately, upon selection and ticking the conditions & rules box a window comes up letting you know about the LIGHT FARE policy rules - this window you cannot get out of ...other alternative is to go back and tick the extra $20 fare which is not warranted for me.
I cannot waste my time sitting with my ph to my ear waiting 10 mins or more to let them know that their site need attention to remedy this problem. In the meantime I have missed out on some very good deals to get to where my son & I want to go...even the $34.00 fare to and from Christchurch...makes one mad :-(
 
Welcome to AFF.

I’ve never had a problem with getting past the pop-up that extols the advantages of a higher fare, so, what web browser are you using? Perhaps that could be the cause of the web issues.

This is what should come up, and note the placement of the “continue” button, perhaps if that does not display for you, clicking around that area would have moved your order along.

screenshot20100507at319.jpg
 
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Re: Jetstar - check internet booking windows.JETSTAR FIASCO- any one else hav this

Yesterday I attempted to take advantage of your Sale ‘Fly with a Friend for free’ after seeing the promotion on Sunrise. Having never been to New Zealand and wanting to do so for some time, I thought it was an opportunity to do so.

I was careful to find the appropriate flights for Perth to Sydney return and flights that fit around those dates to include two weeks in N.Z. (Sydney to Christchurch return). Both of these teed up OK on the website and I attempted to purchase first the New Zealand leg choosing to use the Poli method which was not without its web site problems—hence I have a booking that is addressed to no name (copy attached) and I did not receive any documentation even though this website took me into my own bank account to transfer the money.

I also purchased the booking on a separate page for the Perth Sydney leg but because of the Poli problem chose the credit card option, answered the insurance question and hit purchase. The purchase was going through and a page came up to say it was processing, it indicated that the payment had been made and then nothing. I thought it had gone thought because the page information said paid (cut and paste copy attached) however I thought I best ring Jetstar to make sure. It took quite some time to get through (presumably because of the volume of calls associated with the sale. My information from them was that the purchase didn’t go through and there were no other close or matching flight fares around those times.
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Today i have tried to remedy the situation and buy further fares at an increase of $200 however the purchase system on the web site is not working for either poli or credit card payments. I tried 8 times today to no avail. The page keeps rebounding to the 'do you want insurance question'. I have given up and no one at Jetstar is answering the 1300 phone or the Victoria number. I find this outrageous. my creidt card payment could have gone through 8 times for all I know. They can do what they like and get away with it and not even answer the phone. I have wasted 2 whole days with this.
 
Thank you samh004 for your reply but this internet window does not fully show up hence cannot press the continue button..to proceed and pay for flights...I have never had trouble with booking online b4 with Jetstar.
 
cma1957 said:
Thank you samh004 for your reply but this internet window does not fully show up hence cannot press the continue button..to proceed and pay for flights...I have never had trouble with booking online b4 with Jetstar.

Seems like problems resulting from the high volume of people booking. Unfortunately, JQ being who they are, there are no elites, no priority fit anyone, so if it didn't go through for you, chances are they won't care :(

Hopefully you can still find a deal, it just might not be as good.
 
Re: Jetstar - INTERNET BOOKING FAILURE AND DEBACLE.

Seems like problems resulting from the high volume of people booking. Unfortunately, JQ being who they are, there are no elites, no priority fit anyone, so if it didn't go through for you, chances are they won't care :(

Hopefully you can still find a deal, it just might not be as good.

I think they have a legal and ethical responsiblity, especially expected here in Australia, to provide safe and reliable internet payment systems, so that when you press purchase, the system should: 1) ensure that your transaction is safe 2) that you get information that a transaction has failed, if it has, so you not left wondering until the next day if the purchase went through. It is really unacceptable. If they put on Sale offers and expect the hight volume of traffic they should ensure that their system is adequate for the job. It also appears to me that when the going gets tough for them they don't answer their phones ie. when s... happens they hide and wait until things slow down ???? I will be going to the ACCC with this. I would find it hard to imagine that this has only happened to me. I spent hours trying to put the purchase through and it didn't happen.
 
Jetstar cannot be help responsible for what is essentially an internet issue, as they dont regulate the traffic or the way it gets to their servers, as someone who sells internet accelerators to help organisations have less issues like this, its impossible to prevent problems where high traffic occurs, denial of service is a popular method of attack by people who are committing crimes via the internet. Would you blame the local supermarket who was selling everything at 90% off if you could not get there in time because of the traffic on the roads caused by the sale and other normal activities?

There is also the question of your setup, a lot of websites require the use of Java or flash programs, you PC may not be properly configured software wise to display what the web site creator intended to be displayed, again thats a problem someone like Jetstar cannot help you with. Jetstar could put more people on in the call centre to provide more service, at the cost of higher fares, someone has to pay and thats the customer.
 
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Jetstar cannot be help responsible for what is essentially an internet issue, as they dont regulate the traffic or the way it gets to their servers, as someone who sells internet accelerators to help organisations have less issues like this, its impossible to prevent problems where high traffic occurs, denial of service is a popular method of attack by people who are committing crimes via the internet. Would you blame the local supermarket who was selling everything at 90% off if you could not get there in time because of the traffic on the roads caused by the sale and other normal activities?

There is also the question of your setup, a lot of websites require the use of Java or flash programs, you PC may not be properly configured software wise to display what the web site creator intended to be displayed, again thats a problem someone like Jetstar. Jetstar could put more people on in the call centre to provide more service, at the cost of higher fares, someone has to pay and thats the customer.

Sounds like you work for jetstar! Nothing wrong with my computer software configuration. Odd how males who fiddle with computers all day assume (by my name) that woman are stupid in that department.I believe your wrong and organisations that offer services such as these have a responsiblility to the public when they are given licences to operate important and essential services. My issue was not that I could not find the fares or the times it was after submitting all the required information - credit card info etc that it appeared to be processing and indeed it said so stating it was pending. After which it should come back with a failure message if it didn't proceed.My bank can so why can't an airline site?
 
Jetstar cannot be help responsible for what is essentially an internet issue, as they dont regulate the traffic or the way it gets to their servers, as someone who sells internet accelerators to help organisations have less issues like this, its impossible to prevent problems where high traffic occurs, denial of service is a popular method of attack by people who are committing crimes via the internet. Would you blame the local supermarket who was selling everything at 90% off if you could not get there in time because of the traffic on the roads caused by the sale and other normal activities?

There is also the question of your setup, a lot of websites require the use of Java or flash programs, you PC may not be properly configured software wise to display what the web site creator intended to be displayed, again thats a problem someone like Jetstar. Jetstar could put more people on in the call centre to provide more service, at the cost of higher fares, someone has to pay and thats the customer.

To be fair, the JQ website seems to be “underpowered” quite a lot, especially when there are sales, when other booking sites remain fine, or at least stand up to a higher volume of customers.

There are many issues that could slow things down, and you will know more than me if that’s your field, but a simple fix would be devoting more bandwidth or servers or whatnot to the site. I think they know that, they just want to be cheap.

I’ve had many an issue on the JQ website… and it wasn’t because of my browser, it was definitely high volume of traffic and their issue.

Ignorance is bliss.
 
tend to agree,JQ call centre staff tried to tell me it was my computer etc, blah blah,but I had just finished finalising bookings with QF DJ and EK!!!with no prob.:(
Once they listened to me after 3 explanations,they honoured what I was asking/explaining to them.
:rolleyes:
I had to be very persistant to be listened to and believed.I thought at the time,god help anyone who doesnt travel often and understand all the ins and ous of online booking and call centre attitudes and airline rules,and subject to conditions of sale,operational requirements,etc,blah blah blah.very confusing,especially for the elderly.I handle all of my elderly parents bookings,theyd be lost without my somewhat knowledge.:)
Also, why is it that JQ(a LCC) dont offer an online email for pax queries etc? DJ(LCC) do!:confused:
 
What do all these initials mean??? JQ assume jetstar qantas, what are the others???:confused:
 
Sounds like you work for jetstar! Nothing wrong with my computer software configuration. Odd how males who fiddle with computers all day assume (by my name) that woman are stupid in that department.

No I dont work for Jetstar (I wont even fly them given their structure and possible safety issues - I come from a professional aviation background) and I did not say anything about females, so please dont assume that I think your stupid, personal attacks and gender acusations are not part of this forum and I would prefer it stays that way, for all I now you could be Julia Raue, CIO of Air NZ, I would still suggest you check your PC and plug ins etc!


What I was pointing out was possible issues, if your the only one seeing that display while others are seeing what Sam posted then its a valid point to check, whether you fiddle all day or do other things :D.



I am not sure how you can say you have the correct configuration when its not published anywhere, unless your the author of the commercial booking system Jetstar use (which is used by many other airlines) then you have no idea what the configuration is that its designed for, there are just too many variables with browsers, add ins, PC vers Mac etc to say that the internet and my PC are compatible.

It probably is Jetstars issue in not having enough server capacity, who knows, it could also be an upstream issue with the routing from your ISP, a faulty plug in, over-contention on your link, router issues at an internet gateway etc etc. Jetstar should get their IT up to spec, but given QF IT sucks I dont see that happening anytime soon, when it does dont expect fares to be what they were!
 
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I admire your restraint markis10

I have read your initial post several times.. and remain mystified as to how a suggestion about checking setup/configuration can be interpreted as a comment that a whole gender is "stupid" when it comes to such matters...:confused::confused:

As Bill Engvall would say "Evel Knievel couldn't make that leap!" :mrgreen:
 
I admire your restraint markis10

+1 agreed!

In general, JQ's systems tend to go in to melt-down mode when there's a good sale on - it seems to be a case of get lucky or miss out.

To answer the OP specifically -

I think they have a legal and ethical responsiblity, especially expected here in Australia, to provide safe and reliable internet payment systems, so that when you press purchase, the system should: 1) ensure that your transaction is safe

Noting that JQ is a customer of mine and thus I'm biased here - I would have no concerns as to the safety or security of using the JQ Australia website to purchase fares. However..

2) that you get information that a transaction has failed, if it has, so you not left wondering until the next day if the purchase went through. It is really unacceptable. If they put on Sale offers and expect the hight volume of traffic they should ensure that their system is adequate for the job.

JQ's booking site is adequate for 95% of the time, but I imagine it would be untenable for them to budget to cover server load and bandwidth for the 5% of the time when they have a pretty decent sale on. To give you another example, I can quite clearly recall a QF sale not too long ago that was doing 2 for 1 fares and their booking engine clearly couldn't handle the load - took me several goes to get a fare purchased.

If you have in fact been double-charged (and I'd be surprised if you had), I'm certain that JQ and/or your bank would be quite happy to fix it up for you.

It also appears to me that when the going gets tough for them they don't answer their phones ie. when s... happens they hide and wait until things slow down ???? I will be going to the ACCC with this. I would find it hard to imagine that this has only happened to me. I spent hours trying to put the purchase through and it didn't happen.

Is going to the ACCC really going to achieve anything here? Have you been deprived of your rights as a consumer, or are you upset because of the time you've spent and the (lack of) outcome achieved? If the latter, going to the ACCC will be a further waste of your time.
 
In general, JQ's systems tend to go in to melt-down mode when there's a good sale on - it seems to be a case of get lucky or miss out.

JQ's booking site is adequate for 95% of the time, but I imagine it would be untenable for them to budget to cover server load and bandwidth for the 5% of the time when they have a pretty decent sale on. To give you another example, I can quite clearly recall a QF sale not too long ago that was doing 2 for 1 fares and their booking engine clearly couldn't handle the load - took me several goes to get a fare purchased.

Is going to the ACCC really going to achieve anything here? Have you been deprived of your rights as a consumer, or are you upset because of the time you've spent and the (lack of) outcome achieved? If the latter, going to the ACCC will be a further waste of your time.

Ticketmaster and Ticketek have exactly the same issues when a big concert goes on sale. They go into meltdown due to the massive spike in traffic.
 
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