Jetstar customer guarantee

[docjames]

Re: 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 .

Maintain the rage!!!:evil::evil:

 

[jsd]

Re: 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 .

I feel your pain mrs.dr.ron, Jetstar changed one of my flights to a less than suitable time :evil: So I called them up and asked for a refund, that was 3 WEEKS AGO! :evil:

So now I'm sitting on the phone to them AGAIN and was told by their ever so friendly sounding IVR that the wait time would be 30mins, that was an hour and a half ago :evil: I think I can quote the all of their hold music verbatim now

Welcome to Jetstar, Australia's all day everyday low fares airline, we appreciate your call we'll be with you soon

If you'd like to be kept informed of our latest specials subscribe to JetMail at jetstar.com

ARRRGHHH :evil:

 

[Joshua]

Well looks like my refund suddenly disappeared. I rang up and took forever as usual (remind me why I don't fly this airline?). The guy was confused, it would seem somebody in their money retention department manually altered my itinerary to have final balance as zero well after my flight. He spent a good 10 minutes looking at something on the invoice so was either playing dumb or there they've genuinely wiped it off without leaving a trace.

I had an itinerary/invoice sent to me on the day of the flight showing balance as -18.00 AUD. He said to fax the old one to Sydney office. I asked for a new one to be emailed, this one has had the numbers altered to show no refund due.

Sigh. Can't be bothered because obviously they've decided no. For comparison, the same day I rang Apple re: a cashback rebate. It had been 'senior' reviewed and rejected because item had been returned multiple times due to fault. All processed overseas mind you. The one woman who handles things in AU pretty much authorised it on the spot for customer satisfaction reasons. Wouldn't it be nice if all staff on the phone were independent and authorised to make such simple decisions for relatively minor amounts?

 

[TheInsider]

The one woman who handles things in AU pretty much authorised it on the spot for customer satisfaction reasons. Wouldn't it be nice if all staff on the phone were independent and authorised to make such simple decisions for relatively minor amounts?

Well when JQ use an outsouced and offshored call centre who just started with the contract they can't really authorize those little things. If they get caught doing things JQ don't want them to do, this call centre will ALSO lose the contract. As they got rid of Salmat - Salesforce due to alot of internal 'issues'.

 

[drron]

Well now some good news-mrs.dr.ron got her $12 back.:shock:
Now just waiting for her $50 voucher.
Just got an email from mrs.dr.ron-the voucher has now arrived.

 

[serfty]

Well now some good news-mrs.dr.ron got her $12 back.:shock:
Now just waiting for her $50 voucher.
Just got an email from mrs.dr.ron-the voucher has now arrived.

Whooohooo!

 

[Danger]

I won a Jetstar Customer Guarantee claim after the anytime access anniversary gathering back in late January. My return flight to Perth was delayed by over the requisite 30 minutes and this was known at the time I checked in around 5/5.30pm (scheduled 8.45pm departure). I received no notification of the delay and promptly phoned Jetstar to lodge the claim. The agent took my details - and I took her details, fully expecting a fight. I was shocked when less than three days later I received an automated email from JQ with a voucher ($50 I think) upholding the claim. Wow.

 

[UP4014]

I won a Jetstar Customer Guarantee claim after the anytime access anniversary gathering back in late January. My return flight to Perth was delayed by over the requisite 30 minutes and this was known at the time I checked in around 5/5.30pm (scheduled 8.45pm departure). I received no notification of the delay and promptly phoned Jetstar to lodge the claim. The agent took my details - and I took her details, fully expecting a fight. I was shocked when less than three days later I received an automated email from JQ with a voucher ($50 I think) upholding the claim. Wow.

That's good, something at JQ worked without fussed. Don't spend it all at once.