Jetstar problems

[Platy]

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.

Thanks, Gilby08, for the clarification and additional information.

Whereas there are no doubt folk out there who have indeed made up their minds about who to fly with, there may be others who are ready to be swayed one way or another. I myself boycotted QF for 6 months until a long list of issues was resolved. Once this was done, I was happy to go back and try them again.

I guess many regular travellers expect things to go wrong from time to time. Certainly for myself, I can say that it is often how the situation is resolved by the airline and not necessarily the original situation, that makes a big difference in how I perceive the level of service.

Outsourcing has some benefits, which many companies try to embrace, but yes, you are right, there can be downside in controlling service levels, which must be frustrating for in house staff trying their best to do a good job!

 

[Platy]

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.

Indeed, Medhead. I also wonder, given this is an outsource arrangement, exactly how the stats are defined - reasons might be found to exclude inclement outlying data points (if only couched in terms such as "99% of calls are answered in x minutes and take y mnutes to complete").

My limited experience of call centres is that there are rarely quality measures (eg. accuracy of information provided) - I'll stop there since this is pure speculation on my part in the case of the JQ/Salesforce situation.

 

[oz_mark]

My limited experience of call centres is that there are rarely quality measures (eg. accuracy of information provided) - I'll stop there since this is pure speculation on my part in the case of the JQ/Salesforce situation.

In any case, ringing Jetstar is likely only to get you on the phone with someone not in a position to investigate or do anything with a service complaint. They may be able to confirm what you have paid for, but that is probably about it.

 

[straitman]

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).

Platy,

In post #12 (1hr and 3min after post #1) I did infact answer the OP but this was largely glossed over because it was not what he wanted to hear. At this point I quit and let him continue to dig the hole for himself. If he is a Commercial pilot with 32 years travel experience, as he says, I'm sure he could have made this a lot easier for himself if he wished, by using his aviation 'corporate' knowledge base. Instead he prefered to go down the route of bagging those who were attempting to help him.

In any case it appears that TheJapanChannel has left the building so it probably doesn't matter.

 

[Platy]

Platy,

In post #12 (1hr and 3min after post #1) I did infact answer the OP but this was largely glossed over because it was not what he wanted to hear. At this point I quit and let him continue to dig the hole for himself. If he is a Commercial pilot with 32 years travel experience, as he says, I'm sure he could have made this a lot easier for himself if he wished, by using his aviation 'corporate' knowledge base. Instead he prefered to go down the route of bagging those who were attempting to help him.

In any case it appears that TheJapanChannel has left the building so it probably doesn't matter.

Yes, indeed, Straitman.

The OP did write a fairly positive post just after you, which I personally had read as (at least partly) appreciative of your input.

And yes, I agree with you, one does expect cool and calm communication generally.

To take away a positive message from this thread, it's a good lesson for us all to remember to carry copies of all booking information when travelling, even if it's a fat wad of papers (as was the case for my recent jaunt!), as most already seem to do.

 

[Platy]

In any case, ringing Jetstar is likely only to get you on the phone with someone not in a position to investigate or do anything with a service complaint. They may be able to confirm what you have paid for, but that is probably about it.

Yes, indeed, Oz_mark!

To support this further, I think that is exactly what Dilby08 was saying. Apparently, the (outsource) call centre for JQ has no brief to handle complaints.

 

[Keith009]

To take away a positive message from this thread, it's a good lesson for us all to remember to carry copies of all booking information when travelling, even if it's a fat wad of papers (as was the case for my recent jaunt!), as most already seem to do.

I agree. Always end up printing a forest's worth of stuff to bring with me on trips. Have once or twice encountered "computer says no" issues w/r/t etickets at the check in counter but a record of my ticket number saved the day each time. No other issues beyond that thankfully, but ya never know...

 

[serfty]

Yup, double sided, 2-up with page boarders ...

 

[anat0l]

I guess there will be a small atmosphere of balking when they introduce "paperless ticketing and boarding"....

 

[Platy]

Have once or twice encountered "computer says no" issues w/r/t etickets at the check in counter but a record of my ticket number saved the day each time

Goodness, QF009, I trust that a gentleman of your eminent travel experience doesn't use Carol Beer as your travel agent?!

For those who haven't seen it, here's my personal favourite:

YouTube - Little Britain - Computer Says No

Please do be careful of ordering that special meal...

 

[Keith009]

Goodness, QF009, I trust that a gentleman of your eminent travel experience doesn't use Carol Beer as your travel agent?!

For those who haven't seen it, here's my personal favourite:

YouTube - Little Britain - Computer Says No

Please do be careful of ordering that special meal...

ROFL
Gold!

(almost mirrors my experience with the LH call centre in god-knows-where, the one you get connected to when you ring up the Australian line after hours...)

 

[Platy]

ROFL
Gold!

(almost mirrors my experience with the LH call centre in god-knows-where, the one you get connected to when you ring up the Australian line after hours...)

Off topic folks...

Oh ah, QF009, I hope you weren't a difficult customer?!

YouTube - Little Britain - Disappointed Horse

 

[Keith009]

Off topic folks...

Oh ah, QF009, I hope you weren't a difficult customer?!

YouTube - Little Britain - Disappointed Horse

I'd have dialled the SEN line if I had a complicated enquiry, like this one:
YouTube - 3 Three Non-Blondes Hidden Camera Fun
(first sketch)

 

[serfty]

Maybe jetstar can show these on the In Flight monitors ?

 

[oz_mark]

Maybe jetstar can show these on the In Flight monitors ?

Little Britain would be an improvement on some of the video's that get shown

 

[Driver]

I agree. Always end up printing a forest's worth of stuff to bring with me on trips. Have once or twice encountered "computer says no" issues w/r/t etickets at the check in counter but a record of my ticket number saved the day each time. No other issues beyond that thankfully, but ya never know...

Right up to yesterday I have been having this advice drilled into me - thanks to those of you who have taken the trouble - a final, final check yesterday revealed the latest email from Qantas with an itinerary change (AA flight), had no eticket numbers on it. Quick phone call and a new email and all is right. It's easy to think you have it all but as everyone says here, check again, then, check again :!:

Just as an aside, my dad always used to say "Darlin', honey will catch you a lot more flies than vinegar!" Now, it may not get you anywhere but doesn't it make you feel like you're the one in control!

 

[Platy]

I'd have dialled the SEN line if I had a complicated enquiry, like this one:
YouTube - 3 Three Non-Blondes Hidden Camera Fun
(first sketch)

Nice stuff, QF009!

In fact I seem to remember watching hidden camera stuff on one airline's in flight video TV some years ago (Australian Airlines Mk 2 possibly). Had me crying with laughter in the aircraft aisles..(I like that stuff!).

 

[annann]

My experience of sending a complaint to Jetstar is not to bother. You will be fustrated and in the end if you get any compensation it won't be worth the effort you have put in to get it!

I actually use to work for the outsourced call centre in question and am horrified by how they treat customers now.

I sent through a complaint letter in January (bad cabin service & no recline) in JQ*class and resent it in April. Called In May, told a call centre team leader would call in 2 weeks (they didn't) and then called again in June. After all the hassle they gave me a $50 voucher...totally not worth it!

I am travelling JQ again soon only because of their Mel-Bkk direct flight (qantas doesn't offer a direct service). I understand that if anything goes wrong then tough luck to me.

I was really happy with my intial JQ*class flight but their poor customer service department has ensured that I will do everything I can to travel with QF in the future!

 

[FL360]

I do not have time to read the posts and their replies, but I do have heaps of experience flying with them and I had my complaints resolved as well.

1. You need to have minimal expectation with JetStar (and all LCCs in general), provided that you pay a low ticket price. In case for KIX flights too bad if you book through QF and JAL and end up in a JQ flight.... Everytime I travel with JQ international I will hear someone complaining that their thought it is a QF flight and where is my free food etc etc... However this problem never occur with 3K (Jetstar Asia) because I think QF don't re-brand them.

2. About complaints, you need to make your case strong, and depends on your case sometimes the best they can do is provide you a voucher....

 

[dajop]

I was really happy with my intial JQ*class flight but their poor customer service department has ensured that I will do everything I can to travel with QF in the future!

Well, that's hardly a problem for Jetstar's shareholders is it? They probably would appreciate ppl willing to pay extra few bucks to fly QF. Your complaint would have more credibility if it said".... has ensured that I will do eveything I can to travel with TG/SQ/DJ/whoever-but-not-QF in the future!"