Jetstar OOL-NRT Business issues and no customer service

[SmokyBBQ]

Hi All
I've booked for my family to fly JQ "business" OOL-NRT in 10 days but have had absolutely no luck getting assistance dealing with a couple of issues:

• My wife has ceoliac disease so needs a gluten free meal. You can order a GF meal if you're in economy but business just says "included". When I find the business menu online it says everything has gluten, dairy and nuts. Surely there is some way to address this and they must deal with allergies in some way?
• Secondly, I booked the last 7 seats and they are spread around the bus cabin. There are 3 young children who can't sit alone so they will have to be moved and it would make sense for JQ to do that ahead of time rather than a mess at checkin/gate.

I've tried phone (such poor english that they don't understand the issues) and the online chat (feels like a chatbot) for a couple of hours with no success. I've logged a complaint which says they will respond in 10 business days which isn't helpful given the flight in 10 calendar days.

Any secrets to find some customer service? Unfortunately I'm only lifetime silver with Qantas at the moment.

Thanks in advance
David

 

[MEL_Traveller]

Hi All
I've booked for my family to fly JQ "business" OOL-NRT in 10 days but have had absolutely no luck getting assistance dealing with a couple of issues:

• My wife has ceoliac disease so needs a gluten free meal. You can order a GF meal if you're in economy but business just says "included". When I find the business menu online it says everything has gluten, dairy and nuts. Surely there is some way to address this and they must deal with allergies in some way?
• Secondly, I booked the last 7 seats and they are spread around the bus cabin. There are 3 young children who can't sit alone so they will have to be moved and it would make sense for JQ to do that ahead of time rather than a mess at checkin/gate.

I've tried phone (such poor english that they don't understand the issues) and the online chat (feels like a chatbot) for a couple of hours with no success. I've logged a complaint which says they will respond in 10 business days which isn't helpful given the flight in 10 calendar days.

Any secrets to find some customer service? Unfortunately I'm only lifetime silver with Qantas at the moment.

Thanks in advance
David

Unfortunately your Qantas status won't help you with Jetstar. There's no priority telephone help, and while you will get airport benefits because you are flying Jetstar business class, if you were in economy your Qantas status would be of no use (can' use business class check-in or priority boarding).

You could maybe try social media. Or try the phone centre again. Worst case scenario for the seating is that it will either get sorted at check-in or at the gate (maybe even on baord). They don't usually let young children sit unaccompnaied (but it will depend on their ages).

Even if you can get a confirmed special meal, I wouldn't risk it - pack enough snacks of your own just in case.

 

[**TBA**]

Definitely try Facebook!

 

[Revenge]

Did you have any luck with this?
Sometimes tweeting can help with getting a response.