Jetstar customer service

[N860CR]

Well It's an award flight with my ff number on the booking so they definatley have my contact details, however have for some reason not informed me. Very strange

 

[JohnK]

Well It's an award flight with my ff number on the booking so they definatley have my contact details, however have for some reason not informed me. Very strange

They did the same for my award booking DRW-SIN-SYD. Changed the dates of the outward flight and when I looked at my bookings it had a warning that flights have changed. They were supposed to contact me but it did not eventuate. They were waiting for me to call and when I did they were most helpful in sorting out the details.

Give them a call if you have not already done so.

 

[Dave Noble]

Well It's an award flight with my ff number on the booking so they definatley have my contact details, however have for some reason not informed me. Very strange

When is the flight? I would expect that they would contact you ( if you havent already spoken to them ) a few days before the flight

Dave

 

[N860CR]

It's not until April, but with a 5 hour change and the flight now arriving the day before scheduled... is a few days notice really enough? I've had to amend my hotel booking and arrange for another night's accommodation but only because I happened to stumble across the change. If they told me just before I left, well the hotel could well be booked out, too late for transfers to be changed etc. Even JQ advise you of the change (by email) immediatley after it happens.

 

[Dave Noble]

It's not until April, but with a 5 hour change and the flight now arriving the day before scheduled... is a few days notice really enough?

Yes, if they offer alternative arrangements. Have you phoned them to see what they could arrange?

I've had to amend my hotel booking and arrange for another night's accommodation but only because I happened to stumble across the change. If they told me just before I left, well the hotel could well be booked out, too late for transfers to be changed etc. Even JQ advise you of the change (by email) immediatley after it happens.

You didn't *have* to make changes, you could have contacted QF, explained the situation with the misconnect and asked them what they would do to sort you out. There's always a chance that they would have put you up for the night if it was necessary

Dave

 

[N860CR]

No I didn't call them and bother wasting my time because I know the answer I would have gotten "Read the T&C's, we're enitled to make changes and don't have to compensate you". I know there are no other available flights (flight was scheduled to depart at 10:15pm, now leaves at 4:55pm however is still the last flight out of SYD) however had there been obviously I would have called and had them move me onto one.

I find it very unlikely that, if called with a few days notice, Qantas would have been able to arrange for me to leave work early, rebook my hotel transfer in Singapore and pay for the extra night. I did *have* to otherwise I'd be sitting in Changi airport at 11pm with nowhere to go.

It's all a hell of a lot easier if I just do it myself! Quite simply, it's not my job to call them when they change my flights and they should do the right thing by their customers and give a little notice. As I've said, it didn't really bother me in the slightest because I was able to make all the arrangements easily without incuring any significant expense, however I'm sure there are a lot of people booked on this flight who won't have things work out quite so easily when they're informed of the change a few days before

 

[Kiwi Flyer]

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

Not necessarily. I had a recent case with LH where they changed the schedule (removed a flight) and automatically rebooked me on a flight a few hours earlier. They made no attempt to contact me despite having all my contact details, and despite my flying with LH the day before. Naturally I turned up too late for the rebooked flight. If I had been informed I would have happily taken the earlier flight.

As a consequence of not informing, they had to rebook me on another airline at considerable cost to themselves (I was on a RTW so the share of fare was minimal for that flight and rebooked at full fare one way business for 2 legs instead of one). It also had a consequence for me by cutting out an hour (ended up being 2 hours due to late departing flight) of my meeting.

 

[Dave Noble]

No I didn't call them and bother wasting my time because I know the answer I would have gotten "Read the T&C's, we're enitled to make changes and don't have to compensate you". I know there are no other available flights (flight was scheduled to depart at 10:15pm, now leaves at 4:55pm however is still the last flight out of SYD) however had there been obviously I would have called and had them move me onto one.

Well, my experience with QF is quite different. I have had flights changed and they have been most accommodating about it. If I found that they moved the flight earlier like that , I would have contacted them to see what they could do before rebooking the hotel myself. If you didn't actually contact them , then there's nothing to complain about imo.

Dave

 

[Yada Yada]

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.

I agree. DJ service is exemplary. And I've never had an issue with QF service either. Last year an equipment change on my SYD-MEL flight caused a cascade of delays that day. As I exited the MEL terminal I received a text from QF that my return flight was cancelled and that I should call to reschedule, which I did. During the day QF sent me text messages 2 more times to advise about delays on my rescheduled flight. Being kept in the loop during the day was brilliant service and very much appreciated.

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).

I take it from this and your subsequent posts that you were originally on QF31? Have they changed the schedule for that flight or are you now on QF5?

 

[N860CR]

Yep originally on QF31 and now booked still on QF31 however it now departs at 4:55pm instead of 10:15pm, arriving at 10:45pm instead of 4:05am the following day.

If you didn't actually contact them , then there's nothing to complain about imo

Well I'm not actually complaining about the change or the subsequent rebookings required. It cost me next to nothing to add the extra night because I spotted the change early. Infact the hardest part was rearranging my work schedules and I doubt Qantas would have been of any help with that! I just feel Qantas have an obligation to inform their customers of any schedule change (particually a major one) as quickly as possible to allow any difficulties to be overcome. Not everyone is as big a plane nerd as many of us here! Most don't even know about things like "Check My Trip" etc or any way to check for changes in their flight (nor would they bother)

 

[Dave Noble]

I just feel Qantas have an obligation to inform their customers of any schedule change (particually a major one) as quickly as possible to allow any difficulties to be overcome.

That does depend on what alternative arrangements that they are prepared to make. You are castigating QF without actually finding out what they would do to assist .

They will contact people affected by the schedule change where they can and are , ime, v helpful when these occur. Perhaps they'll rebook those that cannot leave earlier/cannot be contacted on another carrier .

Dave

 

[N860CR]

Ok, agree to disagree, however surely it will be a hell of a lot easier for the airline and customer if they got onto people as quickly as possible to sort out any problems

 

[Yada Yada]

Yep originally on QF31 and now booked still on QF31 however it now departs at 4:55pm instead of 10:15pm, arriving at 10:45pm instead of 4:05am the following day.

Interesting. Do you know if this is this just a one-off re-schedule or is the timetable being changed?

I just feel Qantas have an obligation to inform their customers of any schedule change (particually a major one) as quickly as possible

Agreed. It's surprising that they haven't. Given my good experiences I'd have to assume that there is an internal problem where someone has omitted to follow SOP. It would be worth calling them to ask why!

 

[N860CR]

Interesting. Do you know if this is this just a one-off re-schedule or is the timetable being changed?

Looks to be a total timetable change from 27th March. It's interesting as QF5 is still operating (at 3:50pm) as is the BA QF319 (at 3:45pm), so they have three flights SYD-SIN departing almost within an hour. I guess they figured people didn't like arriving in SIN at 4am! (although I do quite like the 10:15pm departure, saves wasting a day in the plane).

 

[Dave Noble]

Ok, agree to disagree, however surely it will be a hell of a lot easier for the airline and customer if they got onto people as quickly as possible to sort out any problems

Given that it is a complete schedule change , not just one day's flight that is being affected, do you not think that they have a lot of people to contact and will be doing it as time permits with the earliest affected being contacted first.

QF seem to be replacing the SYD-SIN overnight and daytime SIN-LHR flight (QF31) with an overnight MEl-HKG and daylight HKG-LHR service since BA is pulling out of the LHR-MEL run (QF29)

Dave

 

[Yada Yada]

Looks to be a total timetable change from 27th March. It's interesting as QF5 is still operating (at 3:50pm) as is the BA QF319 (at 3:45pm), so they have three flights SYD-SIN departing almost within an hour. I guess they figured people didn't like arriving in SIN at 4am! (although I do quite like the 10:15pm departure, saves wasting a day in the plane).

Thanks danielribo. I'll be taking QF31 a number of times this year and was unaware of the change. I find the early morning arrival unattractive, and have to book the hotel room for the night anyway to ensure I have somewhere to go on arrival, so this change will suit me.

 

[jakeseven7]

yawn...

do you work for virgin perhaps? from my experience with all three major airlines jetstars customer service at its absolute worst is equivalent to virgin.

go ahead, im sure the qantas group could give a $% about your little website

just be very very careful, qantas are notoriously aggressive in court

 

[shillard]

Hey Jake, do you by any chance call your computer 'Orac'?

 

[oz_mark]

Hey Jake, do you by any chance call your computer 'Orac'?

Wasn't that Blake's computer?

 

[jakeseven7]

Hey Jake, do you by any chance call your computer 'Orac'?

huh?!