Jetstar riddled with flight changes and poor service

[lucinda]

This came from e-Travel Blackboard.

"Jetstar shrugs off revenue drop"

Typical of Jetstar, Maybe they should change the name to "Shrugstar"

They shrug off passengers as an inconvenience They shrug off bad press as lies, they shrug off maintenance issues as unimportant, they shrug off on time performance as irrelevant and not their fault.
They shrug off travel agents as the most useless things invented.
They shrug off bad in-flight service and state that they are no frills. They shrug off statistics because they don't matter either.
Basically the shrug off everything that does not, will not, agree with them.

Pity, because if they keep this up, the very people who pay their wages will shrug them off and Alan will be looking for another gig!!

Posted by Patrick Sandford of Travelscene Fremantle

 

[vt01]

The bottom line for J* is they really don't care and most likely never will. They are a low cost airline where price is king. The average mr and mrs fly occasionally will always go for the cheap fare and not really care about service. I would imagine J* could ignore the majority of the complaints because when it comes down to it, people don't know their rights and will not bother with the hassle of trying to get it set right. As soon as those $39 fares come back, so will the passengers - bad experience or not.

I think it's only the experienced frequent flyers who really care and will follow through with complaints. We are such a minority in the J* scheme of things, we really don't matter.

The only thing which would make a difference is if one of their planes falls out of the sky.

 

[Platy]

One trick when dealing with faceless call centre staff is to ask them to provide their staff number. That means you lcan record an actual person against any call notes you make for future reference. They can be uniquely identified when you escalate the complaint and they know it!

 

[serfty]

One trick when dealing with faceless call centre staff is to ask them to provide their staff number. ...

That may work if the actually give you a real number ...

On my recent flight from HNL, the service was exceptional. Well very good when compared to Qantas mainline staff.

Shame about the product they had to serve ...

 

[Mal]

One trick when dealing with faceless call centre staff is to ask them to provide their staff number.

"I'm sorry Sir, I can't give that to you for security and privacy reasons..."

 

[Bandicoot]

Hi Lucinda,

wow :shock: I've never heard of such outrageous "customer service". Why don't you visit the Not Good Enough Site.

Not Good Enough - Australia's Customer Complaints Website :: Home


This is an effective name and shame site for hopeless companies. In some instances nge may actually help out with resolving your complaint.

 

[Alanslegal]

I Flew J* from Sydney to coughet at the end of April 07.

After we boarded, plane delays 35minutes due to cargo problem.

Then when food started being served, it was only for those passengers who pre-paid or were willing to pay for it in flight. BUT I booked my ticket via the Qantas website on FF points?

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

Oh well!

 

[oz_mark]

I Flew J* from Sydney to coughet at the end of April 07.

After we boarded, plane delays 35minutes due to cargo problem.

Then when food started being served, it was only for those passengers who pre-paid or were willing to pay for it in flight. BUT I booked my ticket via the Qantas website on FF points?

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

You should have got the meal. It is part of the product for the QF codeshare on JQi.

 

[NM]

Given that I've used FF Points, for a Qantas flight, and was placed onto a J* flight, I think I should be entitled to full service incl. drinks and food as my ticket is paid for by using FF points.

QF Award tickets on JQ international flights are entitled to the FeedMe Pack (includes meals and one beverage per meal) as well as blanket (not the full Comfort pack). If you did not receive these amenities, then you should complain to Qantas Frequent Flyer.

 

[Alanslegal]

You should have got the meal. It is part of the product for the QF codeshare on JQi.

Nope, I didn't get my meal on the flight.

Similarly, my 3 friends who travelled with me on the same flight who also had award flights through QFF also did not receive their meals.

Strange enough, we just assumed it was because J* is a low-budget airline and everything is additional costs.

Oh well, it's too late, and not worth complaining to Q / J* over $20bucks .

 

[N860CR]

While it's not a huge amount of money, I'd definatley be complaining to Qantas (Not JQ).

1) A lot of JQ's intl staff are based overseas (mainly Thailand because they're paid 1/10 what an Australian is) and hence aren't totally up to date with things like Qantas codeshares etc (although yes they should be), so these mistakes need to be addressed with the crew.

2) I'd imagine QF will have to send some frequent flyer points your way as compensation.

 

[oz_mark]

I would lodge some feedback to them, so that they can address the issue maybe through training of cabin crew. Obvioulsy, cabin crew training is lacking in this area, and should be addressed.

 

[littl_flier]

Even for $20, definitely lodge some feedback with Qantas. Not only is it useful for training for cabin crew, it shows their computer system is not working properly as your entitlements should have been printed on both your boarding pass and their passenger manifest.

 

[d15.in.oz]

A lot of JQ's intl staff are based overseas (mainly Thailand because they're paid 1/10 what an Australian is) and hence aren't totally up to date with things like Qantas codeshares ...

I have changed my opinion, on the Thai crew down the back on JQi. They are pleasant, subtle and happy to be of service. (They struggle with non-English speaking customers though, which doesn’t bode well for Japan services.) One issue though - sometimes they can become a little officious, too quickly in “safety related” situations (but I would guess this assertive manner has been trained into them). Unfortunately as the flight continues and they become more tired, their propensity to define “safety related” sometimes becomes a bit too broad.

JQi will face an interesting staff problem soon - I can already sense a real clash going on between the Thai & Australian staff. I decided to start reflecting on this situation, after I experienced sitting in front of two QF FAs on a personal trip, earlier this year. While the Thai crews’ attitude and service, to the QF staff, did not differ from their approach to me, the Aussie crews’ did.

The Aussie JQi crew made a point of not just schmoozing with the QF staff, but bringing them food for sale items, without charging. My guess is that some of the Australians may have formed a hierarchy in their minds, with them in the middle, the Thais at the bottom, and QF (where perhaps they really want to work) at the top. (Of course, I have other interesting examples, but this isn’t the thread to share them.)

Needless to say, I am impressed with the JQi Thai staff professionalism, particularly working on a jobsite with colleagues that are paid (substantially?) more, for the same job.

…cabin crew training is lacking in this area, and should be addressed.

In my experience, JQi has well trained FAs when it comes to these procedures. As little_flier points out, add-on pack training is a JQ-“101” course.

…it shows their computer system is not working properly as your entitlements should have been printed on both your boarding pass and their passenger manifest...

May I suggest, to Alanslegal, that you go back and check your activity on the QFF website - do these flights show in your history with a JQ flight number or QF flight number. I suspect the former, in which case - the systems, and not the crew were at fault!

As an aside, to those who are worried it may happen to them, take your Itinerary print-out on board with you, which clearly demonstrates that you are on the QF codeshare flights.

FeedMe Pack (includes meals and one beverage per meal)

I think I posted somewhere, when I saw the Feed Me pack had changed, anyway here 'tis again... the pack price went up (obviously not an issue to a QFF award passenger) and the drink part became complimentary non-alcoholic drinks throughout the flight. (Which, aside from a pre-departure drink service to ALL Y passengers, of water, equates for most pack passengers to –

• a drink with the main meal service,
• a drink during the snack cart service and
• a drink with the final light meal service.

Although the FAs make it abundantly clear with an announcement, their reaction time and their attitude that you are welcome to press the call button at any stage during the flight, if you would like anything.)

 

[serfty]

With my one experience with JQi long haul down the back, the generally prompt. efficient and, indeed, enthusiastic response to the FA call buttons was one thing that really stood out as being different from QF mainline.

(I have posted before that I have nicknamed them 'ignore buttons' for Qantas flights).

 

[lucinda]

I posted on this thread earlier airing my grievances about Jetstars total lack of customer relations.
I did write 3 times over 3 months and did not receive a reply until yesterday, in fact the day I arrived back from Thailand using Jetstar.
I am to receive $91.00 refund as they think that I should just get the difference between a JETSTAR STARCLASS fare and a QANTAS economy. BUT I only booked with Jetstar and the difference between econ and BC (Jetstar) is over $200.00??? Odd that. and they have also only credited my account with $61.00 so have somehow lost the other $30.00

They also showed how magnanimous they can be at Jetstar as the C.R. woman informed me (in the letter I received after my trip) that as a real goodwill gesture they were also arranging an upgrade for me on my Mel - Bkok flight IF one was available. Well there were plenty available 3 weeks prior to my travel, but what a shame that there was not a seat free the day of my flight. Surely they didn't just wait until the last day knowing there wouldn't be a spare seat.
It all stinks really as I could have purchased a $7.00 ticket when booking with the specials but opted for an extra 534.00 as I like B.C.
I only wanted an upgrade for my next trip, no money, no hassle, but Jetstink are very unaccommodating and seem to lack basic common business sense.

So there is the end of my saga. I flew back Business Class with Brit. Air and how magnificent are those new top deck cabins.

 

[rkura]

We had a flight from singapore to hong kong and jetstar kust cancelled us without telling us. Even worse, we had just came from Perth .There was lots of trouble.

 

[FL360]

Hi Chenfamily,

I think your flight from SIN to HKG is under JetStar Asia,
its ownership is a bit different from JetStar Australia,

and I have heard that JetStar Asia is not making a profit
after so many years and also they face stiff competition from AirAsia... on similar routes...

for me in my previous LCC trips I have always used SIN as a stopover location, nowadays I will use KUL because flights are generally cheaper
and hotels in SIN is way too expensive !

 

[rkura]

Also, we emailed jetstar using [email protected] and they replied us with an email saying for us to write to them in post. It would of taken them the same time to write the email and to give us a reply!:evil:

 

[FL360]

I also made a complain to JQ via mail sometime ago, it will take them about
half a year to reply, however if your complain is reasonable and with sufficient proof they will do something, for me it is a $50 dollar voucher,

They definitely know the best method to water down someone's anger is time.....