Jetstar customer service

[JohnK]

I've had to deal with flight changes on both QF and DJ flights before but the two of them seem to be able to handle it and rarely are the changes ever as severe as those at JQ. They've proven to be an unreliable and unprofessional carrier hence have lost my business (and obviously that of many other customers)

It is sad to hear stories like yours and reneeker's. Thank to you both for sharing your experiences. Another reason why not to travel with deathstar.

I have had to change QF international flights booked for April twice in the last month. QF support staff have been so pleasant to deal with and have made the changes so easy to deal with I can't praise them highly enough.

 

[Yada Yada]

It must be almost unlawful for JQ to make it so difficult to make changes and get refunds.

At SYD T2, every time I walk through the upper level it seems that the JQ check-in queues are almost out the door. I guess it is cheaper for them to have fewer desks open and make pax turn up earlier. At least this must benefit the food and drink outlets in the terminal!

BTW, the jetstarsucks website referenced above still has no content on it.

 

[JohnK]

Refunds taking 5 weeks is normal practice for the airline industry. The reason is nothing to do with how much effort is involved, not how long it actually takes to process the refund. It is technically possible to process overnight.

Not when the fault lies with the airline.

QF changed the day of my award flight DRW-SIN from Monday to Tuesday. I also had a paid ticket from SYD-ADL-DRW. There was also connections SIN-BKK on Monday night on Finnair.

QF was fantastic as this change was their fault not mine and I received my refund 1 day later for the paid SYD-ADL-DRW flight and 6 days later I received my refund for taxes paid on award DRW-SIN-SYD and the 48,000 QFF points.

 

[NM]

Not when the fault lies with the airline.

Yes, it certainly can be done. And what you are seeing here is the difference between the flexibility and empowerment of the service staff of a full-service airline verses the structure and inflexible processes of a low-cost carrier.

 

[Kiwi Flyer]

QF can be quick when it suits them

Agree with NM re flexibility though.

 

[JohnK]

QF can be quick when it suits them

I would expect the same from any full service airline if it is their fault.

 

[shillard]

Re: Jetstar does suck...

I love the idea of a jetstarsucks.com website. Thats Gold!
I had extremely bad experience with Jetstar..

(Snipped)

Its a great start to my wedding..

I would ...
NEVER BOOK JETSTAR AGAIN!!! and would reccommend everyone else to take their buisness elsewhere too.

Two words: Travel Insurance.

You get what you pay for. That's why 'budget' airlines are so named.

 

[shillard]

It must be almost unlawful for JQ to make it so difficult to make changes and get refunds.

Ah, nope.

Making changes is a piece of piss of you fly on a Jetflex fare (great value, and a very cheap way to get 20 SCs and 1,000 pts on a short flight).

Buyer beware - if it's a REALLY cheap flight, you get everything that you pay for - regardless of the airline.

 

[N860CR]

Travel insurance doesn't cover the schedule changes that Jetstar all too frequently make. Funny how DJ's fare are more or less the same as JQ, however the passengers don't seem to suffer the same problems

 

[NM]

Buyer beware - if it's a REALLY cheap flight, you get everything that you pay for - regardless of the airline.

I totally agree. When you purchase a flight (or anything else really), read and understand the Ts & Cs. A refund was offered under the Ts & Cs and can be accepted. It is well known that the cheapest fares have the tightest terms and conditions, and if I ever purchase the really cheap fares I accept the risks involved, including knowing that any refund it likely to be delivered well beyond the statement cycle of my credit card.

As much as it would be nice to expect JQ to tow the line in cases like this where the change is entirely the airline's fault, if they decide to play hard-ball and stick to the published and customer-accepted conditions of carriage, then that is their business and I can chose where to do my business in future.

 

[Dave Noble]

Re: Jetstar does suck...

I however this time he said that the refund would take 3 weeks to process. I explained that I could not wait three weeks for a refund as we would need to book new flights.

In the end I have tickets that are useless to me, no refund and the worst service I have EVER experienced.

Given that it is currently only february, with a 3 week refund period, you still would have time to rebook elsewhere. If the tickets are useless, why didn't you take the refund when you were on the phone with them?

When booking anywhere, you need to take into account the terms that that company has before making the booking, rather than as most people seme to do, just click the "I have read and understand the terms" buttons

Dave

 

[serfty]

Consider those who booked Qantas flights only to be tossed onto DeathStar.

 

[Yada Yada]

Consider those who booked Qantas flights only to be tossed onto DeathStar.

Yes, I guess for some routes there may be no choice?

 

[NM]

Consider those who booked Qantas flights only to be tossed onto DeathStar.

They are equally entitled to a refund under the original terms and conditions of their ticket purchased, just the same as they are if any route/service is cancelled.

 

[serfty]

Consider those who booked Qantas flights only to be tossed onto DeathStar.

They are equally entitled to a refund under the original terms and conditions of their ticket purchased, just the same as they are if any route/service is cancelled.

You may me correct, but It still is not always moral.

Try this for fit: My NB brother booked in Jan 3 award & 1 paid tix for Himself, Wife and 2 kids:MEL-MCY at the 355 day window for Boxing Day Departure, return Jan 2nd.

Only to be told in June that they would have to travel on another carrier, departing 5 hours earlier than they had booked.

NO chance of reticketing for the same period for anywhere close to the same cost.

 

[NM]

NO chance of reticketing for the same period for anywhere close to the same cost.

This is a risk you take with any paid ticket. If the airline cancels the flight or changes the schedule, you will be offered an alternative. If that alternative does not suit, then they will refund your fare paid (full refund, not less some change or cancellation fee).

Now, some airlines will go the extra mile and try to do whatever they can to accommodate your needs, and its great when they do that.

Is this moral or right? Probably not.

Is it what the customer expects from a service provider? Definitely not.

But is it within the terms and conditions for the ticket purchased? Generally it is.

I am not defending the process undertaken by JQ or QF. I personally believe they should try to do whatever they can to accommodate the reasonable requests of their customers that are affected by their decision to alter a previously published schedule. But I also accept that when I purchase an airline ticket I am agreeing to the terms and conditions of that ticket and if they want to stick to those rules then I have to accept that.

 

[serfty]

I personally believe they should try to do whatever they can to accommodate the reasonable requests of their customers that are affected by their decision to alter a previously published schedule.

True; When QF attempted to move them, he could have reasonably requested to either be rebooked MEL-BNE or re-routed via SYD; probably with success.

I am defending the process undertaken by JQ or QF.

I am sure none of that sort of thing would have happened to most of the regular posters here as we are armed with much knowledgee.

However l'il brother did not come to me for advice at all. His biggest problem was that he lives 2½ hours from Tullamarine; the original mid-morning flight was fine but the 7am departure with a 4 YO & a 6 YO forced them to pay for expensive accomodation nearer the airport.

This is what Qantas works on when they did this to them and other like them. They make it hard, hope for passive acceptance. However, they now have one Family that has cancelled all cards that may earn QFF points and have abolished QF/JQ from any travel they undertake.

None of this would have happed to me. I would have booked MEL-BNE in the first place as there is more award availability, and the airport taxes are lower. Again, that's knowlege.

 

[Dave Noble]

However l'il brother did not come to me for advice at all..

And that was the biggest mistake of all.

My sister wouldn't dream of doing or agreeing to anything with flights before speaking to me

Dave

 

[N860CR]

Obviously one does need to consider "you get what you pay for", however there is a limit to how far one can take this. Obviously a 45min-1hour flight change can be tollerated, but 6, 7, 8 hours... Surely it's pushing it.

But, yes, it's in the T&C's so what can we do? Well for starters when looking for a cheap flight do what most people do and book with Virgin. As mentioned, I have delt with flight changes with DJ before and they handle it a hell of a lot better than JQ do. Eventually, if enough people come to their senses and steer well clear of JQ they'll be forced to change their ways.

To throw something else into it, I have a booking SYD-SIN with QF coming up. The flight has changed by 5 hours but it's not a huge issue (means it'll need an extra night in SIN, but can't be helped). So you'd think the full service carrier would be quick to inform me and try to assist? No, thus far they haven't even informed me - I just happened to spot the change on CheckMyTrip. Yep, you get what you pay for...

 

[Dave Noble]

To throw something else into it, I have a booking SYD-SIN with QF coming up. The flight has changed by 5 hours but it's not a huge issue (means it'll need an extra night in SIN, but can't be helped). So you'd think the full service carrier would be quick to inform me and try to assist? No, thus far they haven't even informed me - I just happened to spot the change on CheckMyTrip. Yep, you get what you pay for...

If they have your contact details they would have contacted you in advance of the flight to tell you and, in my experience, would allow you to change to another flight if more conveniant for you

Dave