Jetstar customer guarantee

[samh004]

Is Michael Jetstar an official representative or not? I know we now have Simon Westaway, though haven’t seen him post in a while, but wonder the same in this thread.

 

[N860CR]

I think Jetstar treat this all as a bit of a joke. I can remember a handful of people claiming to be "Jetstar reps" over the years here, however when push comes to shove, they all disappear as quickly as they arrived. I think Jetstar are doing more harm than good in their little online games here.

Virgin, to their credit, seem to take it seriously, however JQ have done little more than play games here and throw in the odd worthless "call centre style apology"

 

[samh004]

I think Jetstar treat this all as a bit of a joke. I can remember a handful of people claiming to be "Jetstar reps" over the years here, however when push comes to shove, they all disappear as quickly as they arrived. I think Jetstar are doing more harm than good in their little online games here.

Virgin, to their credit, seem to take it seriously, however JQ have done little more than play games here and throw in the odd worthless "call centre style apology"

I don’t feel the semi-recent comments from Simon Westaway have been a game, and I think he’s offered a little bit of help here and there, but it’s a type of service that’s new to a lot of people, and while Virgin Blue is perfectly positioned to interact like this, Qantas and Jetstar aren’t

I wonder if we’ll ever see a Tiger representative here?

 

[N860CR]

Perhaps not, but I remember the comments of "Simon Westaway" read like they were straight off a media release. A lot of long-winded comments that didn't really resolve very much.

CrazyDave does a good job of being right to the point and dropping the BS, which sits well with me (but I guess I'm not the average consumer).

 

[drron]

Well so JQ quarantee that you will get what you pay for.hmmm.
Mrsdrron is flying JQ today back to MCY.She paid her $12 extra for an upfront seat and picked 2D.So they cancelled a service obviously combining 2 flights and now she is in 6C.Of course no $12 back.
So here is mrsdrron's quarantee to Jetstar.$12 means she and I will never book another JQ flight.She has delivered that to me as an order-and she must be obeyed.
So please crazydave schedule some DJ flights to MCY in the afternoon-pplease.

 

[UP4014]

In the email I received from Jetstar, the following quote made me laugh.



I have only flown on Jestar 2 times. so I dont know how I could one of their most important customers.

That's two more times than me.

 

[oz_mark]

Interesting, The pre-pay option says:

However, if an equivalent seat is unavailable, Jetstar will not provide a refund of the additional amount paid

While the guarantee says

In the unlikely event that you don't receive the ‘pre-pay' options as promised, call us and we will refund the purchase price of the product.

Seems like they are in breach of their own guarantee!!

 

[mrs.dr.ron]

Interesting, The pre-pay option says:



While the guarantee says



Seems like they are in breach of their own guarantee!!

I am testing their "customer guarantee" !

So my original flight yesterday was cancelled and I was put on a later flight, but I had paid my $ 12 for row 2, but when I checked in I was given row 6. So this morning I rang the Jetstar contact number and spoke to Mark in the Phillipines who told me I would get my $12 back in 3 to 5 working days and confirmed by email ! We will see ..... l won't hold my breath.

 

[mrs.dr.ron]

I am testing their "customer guarantee" !

So my original flight yesterday was cancelled and I was put on a later flight, but I had paid my $ 12 for row 2, but when I checked in I was given row 6. So this morning I rang the Jetstar contact number and spoke to Mark in the Phillipines who told me I would get my $12 back in 3 to 5 working days and confirmed by email ! We will see ..... l won't hold my breath.

So this morning I still had not got my $ 12 back, so I phoned 131538 and spoke with Alex in the Philipines this time, he was getting the details and the line went very crackly and he couldnt hear me, and I could only hear him every third word. So I had to phone back .... twice.... and I spoke to Connie in the Philipines this time. I asked WHY hadnt I got my $12 back yet and she said Mark hadnt got my flight details (oh YES he had !!!) I think she could tell I was getting mighty PO and said it is all sorted now and your $ 12 will be back on your CC in 15 working days !!!! We will see .... stay tuned for the next installment of the $ 12 refund hassle.

 

[UP4014]

Maintain the rage! :evil:

 

[docjames]

Keep going mrs.dr.ron - make sure you get that $12 back.

It's be great for a WP to submit feedback to QF about how much time it took to get your $12 refund (for non-provision of service). Are you keeping a log of time spent on phone to the call centre?

 

[mrs.dr.ron]

Keep going mrs.dr.ron - make sure you get that $12 back.

It's be great for a WP to submit feedback to QF about how much time it took to get your $12 refund (for non-provision of service). Are you keeping a log of time spent on phone to the call centre?

Oh
i intend to get my $12 back ! I am sick of Jetstar and the way they treat the sunshine coast :evil:

so who do I tell at QF ( I have been keeping a time log !)

 

[Joshua]

Sometimes their incompetence works in your favour, like with myself a week ago.

Had a booking for myself + 1, back from one of those few cent sales last year. Was just me flying. I first checked in online, then I rang JQ up from QP before a connecting flight to pay for an exit row. Somehow they forgot to ask for expiry date and I was tired/didn't notice.

Delayed arrival into MEL to take the late evening JQ flight. Try to check-in at QP, at about 31 minutes prior to dept. and was told couldn't because I hadn't paid :shock:

Some quick phone calls to downstairs and the QF staffer just got me on the flight after they tried a few things. Ends up they added/removed the seat but no good so had to put a credit on the PNR. They credited for 2x $18 (even though +1 was not flying/was only owing $18) so I am now awaiting a credit from JQ.




So they paid me ~$18 to sit in their exit row for an hour something... still wasn't worth it.

 

[drron]

Maintain the rage! :evil:

And thank God it is directed at JQ!

 

[mrs.dr.ron]

Re: Jetstar customer guarantee - $12 UPDATE

:evil:

So the $12 refund saga continues ....... Jetstars 15 working days for my refund was up on the 22/3, so today I phoned at 4.55 and spoke to Monty at 5.01 - after many excuses as to why my $12 was not refunded yet - one of the reasons being the Japan earthquake- to which I told him both of my previous calls where waaaay before the Japan crisis, so dont try that one on me! so at 5.16 Monty told me that my refund was now EXPEDITED and ESCALATED and I should have my refund in 5 days.


$12 doesnt even cover the cost of a bottle of Sav Blanc to calm me down !

 

[Danger]

I'd be having a close look at sections seven and eight of the charter (Jetstar Customer Guarantee). You might find you can beef up your $12 with another $50 for such a slow response.

 

[docjames]

I'd be having a close look at sections seven and eight of the charter (Jetstar Customer Guarantee). You might find you can beef up your $12 with another $50 for such a slow response.

Go mrs.dr.ron. Go the extra $50 too!

 

[Princess Fiona]

:evil:

So the $12 refund saga continues


$12 doesnt even cover the cost of a bottle of Sav Blanc to calm me down !

Surely drron can get his hands on some seriously good medicines for that

Back OT, I despise JQ so please take them for every last cent they owe you. It's by Royal decree ;p

 

[ethernet]

The reason for slow refunds is many fold.
1) Fraud control. They don't want to refund money on chance the money bounced (chargeback). Unlike Pink Batts scheme set up with zero fraud control. But $12 is not like a $8000 first class airfare.Given credit card surcharges, this is a bit rich.
2) Zero Empowerment, dumb rules. If you don't trust your staff with 12-99 dollars - your system is wrong. Four step case and review process - CRM's Siebel??
3) Exception handling system understaffed - maybe like Vodafone overloaded. Systemic lateness for a trivial amount deserves a $50 voucher on top.
4) Frightened staff. Rather than just admit what happened was shocking, layers of PR speak have to be applied. I guess being efficient is not a plus. Glad the Earthquake excuse was thrown back in their face.
5) Tempted to say 'I don't want to speak to a chimp, can you hand me over to the head monkey'
6) I wonder if J* do what Ebay does, automated AI letter responses with select clauses Parra A Parra E , Parra G , Sig etc AND must follow a script.
7) Computer Says No. Just came back from a ICT design course where the mantra was 'never have free text fields'. I can bet 'Our Fault' is not one of the selection boxes.

 

[mrs.dr.ron]

Refund saga continues

Just an update to my continuing $12 refund saga !!

So after 7 phone calls, hours on hold, a list of excuses a mile long, I finally emailed Bruce Buchanan today. Lets see if that gets me anywhere. I did say if they give me my $12 back I will donate to the Japanese Disaster fund, but that I will do it, as I dont want them to wait 9 weeks like I have .