Jetstar flight change

[hummel]

Hi everyone,

Hoping I can get some help from you all...

Have a 9:30pm flight on jq goldcosst-Melbourne tonight. Trying to change to a 5pm flight however jetstar call center has said that it needs to be done at the airport!

But I obviously don't want to spend 5hrs at the airport and not get on a flight!! Any tips? No lounge access either!

 

[serfty]

"Within 24 hours" is your issue.

http://www.jetstar.com/au/en/popup/fare-rules-jetsaverlight.aspx

5. Date, time and permitted passenger name changes may be made but must be completed at least 24 hours before the original scheduled departure:

• by telephoning Jetstar Telephone Reservations (see our contact us page on jetstar.com for contact details);
• on the Jetstar internet site at jetstar.com but only if your original fare was booked on jetstar.com (not available for passenger name changes); or
• at any Jetstar counter at an airport.

Did you book online? Option (ii.) is sometimes available; I have not done such for a long time..

 

[hummel]

Yes I tried changing online however the site told me to call the call centre due to the flight being so close and then they said goto the airport to change.

 

[TheInsider]

No changes can be made within 24hrs of the flights departure as per the fare rules.

 

[TheInsider]

Also airport wont be able to do anything either, they follow the same farerules and procedures as what was agreed to.

 

[Must...Fly!]

You could always buy a new ticket if you really wanted to get home early. 5:xxpm on JQ $108, 5:20pm on DJ $114.

 

[hummel]

Two different answers from two different call centre operators.

As usual AFF provides a much clearer answer.

Lesson learnt...

Thanks guys

 

[TheInsider]

Two different answers from two different call centre operators.

As usual AFF provides a much clearer answer.

Lesson learnt...

Thanks guys

What answers were given from the call centre?

I know that there is a 'late fee' avail for airport staff to use, if the pax is late for the flight (within certain timeframes), and they get moved on to the next avail flight.

AFF did provide the response, but also your fare rules provided the same result though.

 

[737NG]

My Niece used to work at the JQ call centre in MEL before it was offshored to the Phillipines. I remember her telling me that flight changes within 24 hours had to be made at the aiport. As a favour to passengers the local call centre staff would call the airport service desk and arrange for the changes to be made, I couldnt imagine the Manilla based staff doing this.

 

[TheInsider]

My Niece used to work at the JQ call centre in MEL before it was offshored to the Phillipines. I remember her telling me that flight changes within 24 hours had to be made at the aiport. As a favour to passengers the local call centre staff would call the airport service desk and arrange for the changes to be made, I couldnt imagine the Manilla based staff doing this.

Sorry i've got a different view. Salmat staff used to say that due to the fact they couldn't be bothered dealing with the customer and pass the customer on to an actual JQ employee (at the airport).. The T&C's didn't change weather at the apt or contact centre.
Team Leaders and phone operators could bend the rules to help with their KPI's and commissions (due to Australian based staff). Therefore one of the reasons why Salmat (carlton and malaysia) lost the Jetstar contact centre contract, which is now run by Stella.


As for the contact centre calling the service desks at the airports, this caused alot of issues as in only 1 or 2 circumstances were the contact centre allowed to call the airports.

 

[hummel]

Just wanted to say thanks guys!

Didn't end up changing my flight but now sitting in ther JQ lounge at Coolongatta and getting my monies worth out of the beer/coffee and the cold party pies!