Jetstar complain

[gilby08]

Sorry but you keep on saying SYD-BKK, Jetstar do not fly this route. The only way they do is going via MEL on a JQ tag flight? Or going SYD-HKT?

EDIT: And once again the Jetstar 'staff' at SYD international are actually Qantas staff.

 

[moa999]

From my quick read of thread, apart from some views of below par service, probably par for the course on an LCC, there is another issue that Chrus is displeased with.

Chrus was directed to the QF desk to purchase a one-way ticket out of Thailand and told that ticket (query by who) could be cancelled and refunded. When eventually cancelled Chrus ended up being charged some cancellation fees ($120).

This to me then sounds less like a JQ issue, it is either that the QF rep who sold Chrus the ticket (and presumably knew of the plan to cancel it) failed to inform Chrus of all the relevant conditions, or sold Chrus the wrong ticket, or there was some other breakdown in communication at that stage.

 

[chrus]

Sorry but you keep on saying SYD-BKK, Jetstar do not fly this route. The only way they do is going via MEL on a JQ tag flight? Or going SYD-HKT?

EDIT: And once again the Jetstar 'staff' at SYD international are actually Qantas staff.

Yes, you are right, Jetstar do not fly non-stop
i did fly SYD-MEL-BKK, check-in on SYD

 

[harvyk]

Hi Chrus

As someone who has successfully sent complaint letters to travel companies and received refunds etc you will need to simply state the facts and what you want from them.


In terms of the facts they are as follows...

1. You turned up at the check in desk, you where directed to purchase an onwards airline ticket otherwise Jetstar where not going to allow you to board.

2. You feel that you had the appropriate visa's to return to Thailand without a onward ticket, and had infact been allowed to do so with other airlines in previous times.

3. You where directed to purchase a onwards fully refundable ticket with Qantas prior to being allowed to board.

From what I have gathered these are the facts. Now in terms of what you want to be done about this situation you need to be realistic. If you go over the top your letter will probably go into the bin without a second look.



So what I suggest is you request the following

1. A full refund of the Qantas ticket you where forced to purchase including the the cancellation charge.

Remember that we also have the ACCC (and consumer affairs) which can help. In a polite way indicate that your willing to refer the matter onto the relevant body (I'd image NSW Fair Trading) should the desired outcome not be achieved.


Also

- Don't get emotive, any signs of emotion will reduce your credibility and may even work against you even with fair trading.

- Don't go over the top, ask for simply what it cost you.

- Write it in very clear English. Get someone to help you if you can't


- Don't make comments about the way you where treated as this is a very subjective thing. Remember what you found as palming off, the next person could have consider efficient service.


Best of luck

 

[vt]

OP has no leg to stand on.

I have written in the past that the service culture in Australia is different to some Asian culture. I dont think the OP gets that point.

Information we have here:
-He did not have proof of onward travel.
-He did not have a valid long stay visa (apart from a 90 tourist visa, even if such visa's went back 18 months)

Pulling the race card to me usually clues me up that the OP is in fact racist. I am chinese through and through, but that hasnt made me pull the race card in the past. I hate everyone equally.

Even with the direct questioning from other posters, he has failed to answer the simple question of what visa he has. I can see the OP being quite difficult to deal with at the checkin counter.

 

[JohnK]

I would not call the OP an ingrate.This is where it's strange, given the OP had a return ticket ex BKK how come check-in staff were not seemingly aware of this.

(What documentation did the OP have on check-in to indicate they were able to remain in Thailand?)

It seems there has been severe communication problems here.

It is like a catch 22 situation.

The OP has a return ticket originating in BKK. Why wasn't this questioned by BKK check-in staff? Obviously has a 3 month visa and therefore does not require to have proof of onward travel. I think Australian check-in staff got it wrong, regardless of whether it is a requirement in Thailand or not, and if the OP was told to buy a fully refundable ticket then all the money should be refunded without cancellation fees.

In all my travels to Thailand I have never been asked for proof of onward travel. In fact one time I did not even have in my possession the BKK-SIN return ticket until 2 days before I was due to depart Thailand.

I think the OP has a good case for complaint and should complain to QF/JQ and hopefully be refunded the cancellation fees.

 

[sqkiwi]

This has happened to me as well On JQ to Bali.
I fly every week between Australia and Asia and have never been asked by any airline on a consistent basis (sometimes by SQ, but I live in Singapore) – except JQ. When I queried the agent, she was adamant. It has been the policy from day 1 as they can’t absurd the cost of repatriation if entry is denied.



I bought a ticket online (which I needed in any event) otherwise I would have been left behind.

BTW, I’m a white male, was wearing a suit and tie and am a QF Plat. So there is nothing racist about JQ’s approach - just following a clearly documented policy.

The OP is wasting his time (and JQ's) complaining IMHO

 

[akicesingh]

hi jetstar is so EVIL well I have a baby whose 1year 10 months and we book a ticket with infant under 2years . when we went to the airport in SYDNEY the lady said that we have to buy our sons ticket and we had to pay $60 .
jetstar send us 2 confirmation saying that we book our tickets and gave us time date and my name and sons name BUT THE SECOND TICKET WITH THE TICKET NUMBER DIDNT HAD INFANT WRITTEN next to my name.
well we paid $60 and they didnt give us receipts of that $60
so we asked them for the receipt and it took them 25-40min to get my receipt.
we went to our destination in NZ our luggage didnt arrived. we stood there 30-45 mintues waiting we called jetstar on the phone number they gave us and no one answered i lost AU$40 credit on my mobile. well our rental standing outside the airport charged us $90 for delay.
Had a good time in NZ. The day we were coming back to SYDNEY we went to jetstar for check in well the lady near the counter said NO CHECK IN CLOSED 2minutes ago. we were so scared now. we asked her pliz do something she said U SHOULD KNOW THE RULES OF JETSTAR. we said we are sorry but pliz help WELL SHE WAS SO RUDE ALL SHE SAID WAS NO NO NO. well we asked her wat can we do now SHE SAID BOOK ANOTHER TICKETS AND we ask her for phone numbers she said she doesnt have it. WE TOLD HER THAT LOOK IN UR WEBSITE AND GIVE US I was so upset that I said to her WHAT IS THIS ONLY 2Mins late and this is how u treat me I SAID WHERE WAS JESTAR when OUR LUggage didnt turn up in time well she wrote numbers for us and told us to call from home.
well when we call jetstar they told us they cant do anything go back to airport and they will do @ the counter.
we went back to airport and guess wat THERE IS NO JETSTAR STAFF OR OFFICE. I was in tears my baby crying and so upset we didnt eat breakfast or lunch
we have money to buy but we so stress out running here and there.
well loooking at my baby we got so burn out we used the interent to book another ticket but the interent services at the NZ airport is DAMN NOT WOrking MAY BE SO COLD IN NZ THATS WHYTHE INTERENT AND COMPUTERS WERE FROZEN HA HAA
well we saw Emirate we book our ticket and had a snack at the airport and my baby was better.

WELL I SWEAR THAT THERE IS NO SERVICE LIKE Emirates
I SAY FROM MY HEART THAT Emirates IS THE BEST THE STAFF THE FOOD (OMG) YUMMY AND THE SERVICES ARE SOOOO GOOOOOOD.My baby had the best time in the plane. the staff cudding the baby and bringing him toys etc I wish i was a baby myself I didnt want to get off that plane when SYdney airport came.

Well ASAP i came I wrote letter to jetstar and posted it giving them 14 days to reply but they didnt do anything I waited 21 days so wat I did I wrote tothe "DEPARTMENT OF FAIR TRADING" and they help me get my money refund and my child extra we paid
"SO ALL AUSTRALIAN BEAWARE THAT JETSTAR MAKES MISTAKES ON INFANT AND SOME OF THEIR STAFFS ARE SO RUDE UNEDUCATED

 

[tuapekastar]

...sigh...

 

[gilby08]

Lol at the above post, i think someone is making up stories! They can't even type a sentence that makes sense!

 

[harvyk]

akicesingh, and the point of your long winded story is??? (Apart from having Emirates there and highlighted) From what I gathered, you never checked your ticket to ensure it was correct. So the blame lies squarely with you. Check in is not the time to fix up ticketing problems. Also they where right to get you to buy another ticket, because as far as they where concerned your son didn't have a ticket to travel on.

 

[medhead]

"SO ALL AUSTRALIAN BEAWARE THAT JETSTAR MAKES MISTAKES ON INFANT AND SOME OF THEIR STAFFS ARE SO RUDE UNEDUCATED

Thank you for the warning, I'll remember that if I ever travel jetstar or ever travel with an infant again.

 

[munitalP]

pliz U pliz UR u @
well loooking at my baby we got so burn out
interent INTERENT ...UNEDUCATED

It's the last word that beats me up...

Mr!

 

[whereishome]

Sorry, was this English? I see the characters are the Latin alphabet but they don't make any sense.

 

[notzac]

Sorry, was this English? I see the characters are the Latin alphabet but they don't make any sense.

Doesn't look like it, no

 

[docjames]

Well i'm not having a go at the poster's english as it strikes me perhaps they are not originally from an English speaking country.

But that is probably what's had an impact here. Perhaps akicesingh didnt understand the ticket or e-receipt that was sent to her, and her english skills would not have made the situation any easier when trying to deal with it in SYD or NZ.


I'd hate to imagine how i'd go trying to understand LCC rules in a language other than english. :shock:

 

[straitman]

Well i'm not having a go at the poster's english as it strikes me perhaps they are not originally from an English speaking country.

But that is probably what's had an impact here. Perhaps akicesingh didnt understand the ticket or e-receipt that was sent to her, and her english skills would not have made the situation any easier when trying to deal with it in SYD or NZ.


I'd hate to imagine how i'd go trying to understand LCC rules in a language other than english. :shock:

docjames,

I'm with you on this one. It really sounds like English is a second language for akicesingh and that he/she simply did not understand. Looking at all the issues that 'people in the know' have with LCC's, then this would be an almost impossible situation for the individuals.

I feel for them but expect little more from Jetstar staff.

 

[k_sheep]

That was a very amusing emerites ad LCC rules are pretty much the same the world over, so not coming from an english speaking background is no excuse.

 

[zarine]

Don't bother trying to get in touch with jetstar people. They are extremely rude and I suspect their counter staff at Australian airports are mostly selected for "qualities" such as rudeness, racism, laziness and ignorance.

My daughter got to the airport in Perth ONE HOUR before flight departure, with only carry on bag because our car broke down on the highway and we had to wait for a taxi to come get us and take us to airport. The counter staff refused to check her in. The airport customer service staff she approached, a guy, was too busy trying to score with the girlies at the counter. No-one helped her at all. We had to go home and she took an SIA flight back to Singapore the next day.

I wrote to Jetstar on 25th June to ask for refund and compensation for ABSENCE of SERVICE GRANTED TO PAYING CUSTOMER. To date, and today is 12 September, I haven't even had the courtesy of a aknowledgement letter.

That's how bad they are. Our whole family has sworn off jetstar completely. We would rather pay more and fly another airline, or to fly cheap we take Tiger or Silk Air. NEVER AGAIN jetstar! We are going on a groupholiday to Vietnam, and when my friends recommended Jetstar, I told them, I won't go if you choose to fly jetstar. We opted for another airline. Yeah!

Asians and colored people shouldn't fly jetstar out of Australia, as service to non-whites is even worse. Out of Asia is OK as staff are all Asians and they treat everyone nicely.

Jetstar, if you are reading this, your Oz customer service REALLY SUCKS BIG TIME. I am getting on every travel blog to complain about you. You still owe me a few hundred bucks, and I intend to make good every penny by telling everyone how lousy your service is in Oz. It's one thing to give bad service, but completely another not even to say sorry and try to make amends. Sucky airline run by arrogant, rude and racist people.

Angry Mum

 

[Mal]

My daughter got to the airport in Perth ONE HOUR before flight departure, with only carry on bag because our car broke down on the highway and we had to wait for a taxi to come get us and take us to airport.

Hi Angry Mum

You have some interesting comments against Jetstar, but unfortunately that is just the way they work.

I don't believe Jetstar staff are racist, and to be honest that really isn't the smartest card to pull out of the pack when making a complaint against an airline (or anything else). You may perceive that they are racist, but did they treat anyone else near you any different? Friends of mine have also had similar treatment.

Their check-in policy for International flights is clearly stated on their website, and in various bits of collateral:

"For flights operated by Jetstar (JQ) leaving from International terminals, 60 minutes before your scheduled departure"

Unfortunately that is by their clock, not your watch or recollection.

I hope you enjoy venting at many different travel forums (venting is a great way to deal with the perception of something being wrong), but unfortunately that is the way Jetstar service works, and I doubt you're going to see any apology or retraction from Jetstar.

Did you have any travel insurance or similar that may have assisted with the cost of the additional flight?