Jetstar problems

[medhead]

Typical internet forum, 75% know-alls with smart comments and 25% worthwhile comment

Mal! You are the 25%!
Congratulations and thanks very much mate
YOU addressed the question!

Gee, you have had a bad experience of forums. The ones I use have been almost 100%, including here. Usually, because when I ask a question, and people ask for extra information to help answer my question, I provide that information.

Remember you sat through your experience, you've recorded all the details. We haven't, we can't read your mind. So little details like what is recorded on your BP, we don't know what those are, but you do. You gotta work with people, that way everyone won't find it such a frustrating experience.

 

[stuartfaz]

You gotta work with people, that way everyone won't find it such a frustrating experience.

Exactly right. I've found people on this board are more than willing to help provided I co-operate when asked. That's why I like it here.

You can't ask something and then get frustrated when people try and help because you aren't 'getting what you want.' If you want someone to do what you want, pay a TA or a lawyer to take it up with Jetstar. If you want help or advice then work with people and you might just find what you're after.

As Jerry Maguire said (kinda)

Help us to help you
Help us to help you
Help us to help you

But anyway, close the thread please. It's near 1am and I have work to do.

 

[jpk]

The Manager
Complaints Department
Jetstar

I didn't think Jetstar even had a "complaints dept"?
(yes I am being sarcastic, I guess that makes me a 75%er)

 

[munitalP]

...Enjoy your cyber lives.

You are an angry person - if your attitude was the same on the aircraft, I'm surprised the CSM served you at all - possibly they only served you to shut you up...

At your age and with your experience travelling, I would think that you know better, however, as always the rule of thumb is tested...


Stuartfaz - the mod's shouldn't close a thread because someone thinks it's getting "too much" for them or because it's 1am. If you don't like what another poster has to say, place him on ignore or don't respond to his comments (I am assuming it's a HE). If the mod's close this thread, it then opens a pandoras box - when anyone has had enough they call the thread to be closed. :shock:




Mr!

POST MODIFIED AT REQUEST OF MOD

 

[yo yo ma]

Knowing that Jetstar was owned by QANTAS we gambled that the service would be similar.

Wrong assumption... Jetstar are are LCC and you usually get what you pay for.

Having said that, the best solution would probably have been to pay for the extras again during the flight. This would have resolved the situation at the time and then you could have claimed a refund and possibly compensation at a later stage.

Things are alway better with hindsight though...

 

[oz_mark]

Exactly right. I've found people on this board are more than willing to help provided I co-operate when asked. That's why I like it here.

You can't ask something and then get frustrated when people try and help because you aren't 'getting what you want.' If you want someone to do what you want, pay a TA or a lawyer to take it up with Jetstar. If you want help or advice then work with people and you might just find what you're after.

Based on some of the dates given, and some of the text, I suspect the OP has moved beyond trying to resolve it directly with Jetstar. Having said that, it is worthwhile to understand that people are trying to help, and that there may be something useful in someones response. One of the good things here, is that people are willing to toss ideas around trying to solve issues that people have.

 

[dajop]

Having read the various discourse on this topic, constructive or not .... shouldn't it simply come down to the email confirmation originally received after the booking was made? (having not made any JQi bookings I am not sure, but wouldn't it list the comfort package on the confirmation?)

If that confirmation had the full comfort package listed on it ... TheJapanChannel should have a strong case and has a right to feel aggrieved by JQ. If it didn't, TheJapanChannel, did you check the confirmation? One of the first things I do when making a purchase of anything is to check the written confirmation to ensure I am getting what I am paid for, and query it if not correct. That can prevent issues such as these later.

 

[anat0l]

Everyone: Please don't start by saying "don't feed the .......".....

What I read from this is JQ stuffed up. That's one point. And, from what I hear, it's not uncommon. I don't have enough JQ flying experience to give a similar incident (certainly no JQ international experience, except for domestic Star Class), so I'm biased in that JQ for me have a level of service equivalent to any run of the mill airline out there in the rat race.

What's probably more striking (and usually what these threads turn into) is how we deal with these situations and stuff-ups.

So firstly, to answer the OP most directly, no, I have not had a similar experience on JQ.

But, TheJapanChannel, I think you have been far too judgemental about the other people here of what they have to offer in terms of advice. OK, you may not be looking for advice, but the fact of the matter is people are only trying to help you. It's a shame that you seem to misinterpret them into this 75-25 principle.

I respect the fact you only want to get the answer to your question directly. I do not respect the fact that you seek to insult those who have been there done that and are only trying to help you, even if it is not directly addressing what you want. I'm most insulted by the remark about people here exclusively living on the net with no life. The people here are real people with real identities with real lives and careers and have real integrity. They don't just "troll" here to shoot people down; many times their advice (similar in style to what is printed here) has been most valuable to the "novices" amongst us (myself included).

I sincerely hope your situation is resolved favourably, because you deserve it. But here's to helping oneself in the future....

 

[stuartfaz]

...the mod's shouldn't close a thread because someone thinks it's getting "too much" for them or because it's 1am. If you don't like what another poster has to say, place him on ignore or don't respond to his comments (I am assuming it's a HE). If the mod's close this thread, it then opens a pandoras box - when anyone has had enough they call the thread to be closed. :shock:

munitalP, I only requested that the thread be closed because I thought it had veered too far off topic and was beginning to get out of line.

It is, though, a good point you raise about the precedent a hasty close can set, and one I probably didn't fully consider.

Duly noted for next time

 

[gilby08]

After spending an hour trying to book online (after answering the100 questions the system)

100 Questions lol, there are a few options you put in and THATS it!!???

We spent around 30 minutes on the phone answering all the questions again and waiting while the person checked into the internet problem and then finally took our booking.

The average time to make a booking a the call centre is 4min, i highly doubt it took 30min to make the booking!

to confirm that he had definitely included the comfort pack, flight entertainment and meals, for all four flights for both of us and he confirmed that he had.

Sorry but you don't receive IFOO, SPML, or OOCP on the JQ DOM flights (the ones numberd JQ300-JQ999)

We will be returning to Japan on 1st August and I would be satisfied with a confirmed upgrade to Business Class for both of us on both flights.

Hahaha good work, demanding things from an airline. You do relise they WILL NOT do this for you.

PS This was sent to Jetstar by email ( to the address our booking confirmation came from) on 12th July. By 16th July we had received no response so we phoned Jetstar.

Well on that email it does say "NO REPLY" but then again you expect it to be manned.

We waited on hold for 15 minutes before being answered.

Actually on the 16th/17th/18th the maximum queue time for people on hold was 1min 15sec, so i don't know how you got 15min wait time!!!!

After calling back and waiting another 15 minutes we were told that Jetstar only deal with complaints by post and we should mail it to you.

As per above post, this is complete and utter rubbish.

If this isn’t resolved to our satisfaction before we return to Japan we will be taking a number of further actions. [/b]

Lol so you'll be taking it to NEWS.com.au?

 

[Platy]

Having read the various discourse on this topic, constructive or not .... shouldn't it simply come down to the email confirmation originally received after the booking was made? (having not made any JQi bookings I am not sure, but wouldn't it list the comfort package on the confirmation?)

If that confirmation had the full comfort package listed on it ... TheJapanChannel should have a strong case and has a right to feel aggrieved by JQ. If it didn't, TheJapanChannel, did you check the confirmation? One of the first things I do when making a purchase of anything is to check the written confirmation to ensure I am getting what I am paid for, and query it if not correct. That can prevent issues such as these later.

Makes sense, Dajop. Note that the OP's quoted letter of complaint does say:

"As you will see from your records (or the attachments) we did ask and pay for everything to be provided"

This would suggest the error is firmly on JQ's part and a break down in their system somewhere meaning that cabin crew for some reason didn't have the correct "paperwork" to know to deliver the extras. It doesn't sound like crew dealt with this too well, particularly if one crew member was telling the OP of their own embarrassment:

"I was told by one of the other in-flight staff later that she was also embarrassed for us at how badly he had handled it"

Yes, indeed, you can't blame the OP's failure to have a copy of all the booking details for JQ's failure to deliver what had been paid for!

That said, I think all agree it is very prudent to travel with print outs of all relevant paperwork, whatever the airline, class of travel, hotel, whatever.

The OP's original query is quite reasonable since if others had experienced similar occurrences it would strenghten the perception of a systemic problem with JQ's systems. If others had successfully resolved similar "complaints" their method of resolution would be of interest.

 

[dajop]

Makes sense, Dajop. Note that the OP's quoted letter of complaint does say:

"As you will see from your records (or the attachments) we did ask and pay for everything to be provided"

That being the case, I agree the OP does have cause to be aggrieved. Something has broken down on the JQ side.

And yes in an ideal world the OP should have had a print out, but we all get complacement and assume that the airline's (or hotel or whatever's) IT systems will get it right (which does happen most of the time). I have on the odd occassion or two, have had to resort to getting my laptop out and pulling up an email to get a confirmation!

 

[Alanslegal]

I would hazard guess that TheJapanChannel's return flight on 1 August 2008 was more than satisfactory / adequate otherwise it would have been added to his originating post.

However for the OP, it may have been more simple to just pay for the meals, amenity kits and IFE whilst onboard, keep the receipts and put in a reimbursement claim afterwards.

Firstly, it would have made JQ look silly if indeed meals,amenity kits and IFE have been pre-paid and confirmed, and secondly JQ would likely give some form of compensation, whether its a $100 or $200 voucher or whatever.


But with the OP close to being abusive to other posters and suggesting posters don't have a life or have a pretend life is simply inappropriate.

 

[Platy]

100 Questions lol, there are a few options you put in and THATS it!!???

The average time to make a booking a the call centre is 4min, i highly doubt it took 30min to make the booking!

Sorry but you don't receive IFOO, SPML, or OOCP on the JQ DOM flights (the ones numberd JQ300-JQ999)

Hahaha good work, demanding things from an airline. You do relise they WILL NOT do this for you.

Well on that email it does say "NO REPLY" but then again you expect it to be manned.

Actually on the 16th/17th/18th the maximum queue time for people on hold was 1min 15sec, so i don't know how you got 15min wait time!!!!

As per above post, this is complete and utter rubbish.

Lol so you'll be taking it to NEWS.com.au?

Now, Gilby08, may I ask if you work for Jetstar (since you quote call centre stats for certain dates?) Sorry, I just looked at your historical posts and, yes, that appears to be the case.

Yes, there may not be "100s" of questions to make an online booking, but there is are a fair few boxes to tick, fields to select, etc, including the presumptive pop ups for upgrades, etc.

Since you have access to call centre data and seem happy to share it, please could you share data on the standard deviation, minimum and maximum call times to make bookings at the JQ call centre. I can then model that statistically and quote a probability of the OP taking 30 minutes to make the booking.

It appears the OP was travelling from Japan to Australia so I am unclear why you are ridiculing him for trying to order the in-fight extras on a domestic flight, especially when his issue was clearly on the international - surely it is up to the call centre agent to make clear what is and isn't being provided on each flight - besides one of his dom flights is actually a codeshare on QF metal - would he not get a breakfast on "QF168 CNS-BNE" as a JQ passenger?

Apparently some airlines don't even provide things that you have paid for let alone won't do anything you demand from them! If the OP has the paperwork as stated it is clear JQ stuffed up. If cabin crew were embarrassed by the behaviour of the CSM, it doesn't sound like things were handled too well on board. Overall, not such an impressive effort by JQ!

I thought it was indeed the case that all complaints to JQ must be in writing. IF this is not the case, please could you share a complaints phone number for us to use in the (hopefully unlikely) event that the rest of us experience some problem?

Finally, I note that you have posted some very useful information in some previous posts/threads. IMHO attempting to discredit and ridicule a customer in "shrill" tones and with misplaced argument is not going to help positive perception of JQ. It certainly hasn't helped my percpetions of the airline.

MY own personal opinion is that it would be great to learn from you, for example, the best way to approach making a complaint to JQ, what should one say to cabin crew if one has paid for inflight extras and they aren't delivered, what systems have have failed this customer and put cabin cew in a bad position, etc, what can JQ do to make sure this doesn't happen to other customers?

For what it's worth, I recently flew on JQ SYD-HNL-SYD in Starclass and the cabin crew were good. I thought that there were some things that could be improved and have made positive suggestions in the online survey.

Based on what I have read and heard from friends/colleagues etc, iwould not want to be in a position of trying to resolve a customer complant with the airline.

Perhaps JQ needs to hear that message since it is tarnishing the brand.

Ironically, for whatever reasons, the flights, which the OP used between Cairns and Nagoya are being axed.

 

[Platy]

But with the OP close to being abusive to other posters and suggesting posters don't have a life or have a pretend life is simply inappropriate.

Indeed, Alanslegal, and no excuses intended, but it probably didn't help that virtually nobody answered his actual query and within a couple of posts he was told that it was fault becuase he was in the wrong for not carrying copies of the email/receipt or whatever, when clearly JQ had made the error. One or two later posts were blatantly abusive to him (one now fortunately moderated).

 

[gilby08]

Since you have access to call centre data and seem happy to share it, please could you share data on the standard deviation, minimum and maximum call times to make bookings at the JQ call centre. I can then model that statistically and quote a probability of the OP taking 30 minutes to make the booking.

I'm sorry i cannot give you that detailed information, i only have access to the basics of it all.

I thought it was indeed the case that all complaints to JQ must be in writing. IF this is not the case, please could you share a complaints phone number for us to use in the (hopefully unlikely) event that the rest of us experience some problem?

There is no phone number to complain to you have to write it into the JQ's Customer Relaionships Team.
GPO BOX 4713
MELBOURNE, VIC, 3001

Finally, I note that you have posted some very useful information in some previous posts/threads. IMHO attempting to discredit and ridicule a customer in "shrill" tones and with misplaced argument is not going to help positive perception of JQ. It certainly hasn't helped my percpetions of the airline.

I can see that how i put that across seems to be discrediting the passenger and giving negative tones to the company, but in all honesty i don't care as this is only an internet forum . And if people have already made up their mind of not travelling JQ or for any other airline for that matter, there is no use in suger-coating what is being said.

But what i think some people have to relise is that the JQ call centre is NOT Jetstar, it is an outsoucred company to Salesforce (Salmat). And the longer they have this out-soucring of the call centre it's going to keep on getting worse for JQ in terms of "service".
So just to go a bit off topic, no matter what is said at the call centre, the agents simpily dont care about the complaints they have about the company(JQ), it's not their job to get abused for something a passenger did incorrectly or even if the airline did something incorrectly. Thats why there is a CR team for people to write into.

 

[gilby08]

Also im not represententing the company what so ever, i'm mearly stating the facts of the matter.

Nothing more and nothing less.

 

[codash1099]

POST MODIFIED AT REQUEST OF MOD

The words that were seen to be offensive may have been edited out, but they remain in any post that quoted the original.

If they are offensive enough to be removed, they should be completely removed. Perhaps Admin or the Mods should consider the appropriate action.

 

[Platy]

The words that were seen to be offensive may have been edited out, but they remain in any post that quoted the original.

If they are offensive enough to be removed, they should be completely removed. Perhaps Admin or the Mods should consider the appropriate action.

No worries, codash1099, I have myself deleted the post in which I quoted the words since moderated!

 

[medhead]

I'm sorry i cannot give you that detailed information, i only have access to the basics of it all.


There is no phone number to complain to you have to write it into the JQ's Customer Relaionships Team.
GPO BOX 4713
MELBOURNE, VIC, 3001

Standard Deviation, minimum and maximum is pretty basic statistical information and are usually quoted with an average when measuring performance. If jetstar are not already getting this information, perhpas they should request that it's provided.

Thanks for the address.