Jetstar seriously sucks

[dalereardon]

I am confident that without a signature or PIN being used you will always succeed in a chargeback. Merchant terms with the banks or Amex always say if the card is not physically present and PIN or signature then the merchant can have the funds taken off them.

Amex is particularly good with chargebacks - I believe they have an onlien fraud guarantee in place as well - this is fraud as the cardholder never selected the items.

Dale.

 

[samh004]

I'm interested in seeing how far this goes, simply because the major failing here was JQ's attitude to customer service, which is picked up on a lot. It needs to be fixed, and probably needs a fairly big shove to start that, so will be interested to see what happens next.

Just because they're low cost, and they've been doing this for a while to customers doesn't mean it should be accepted.

 

[RooFlyer]

Couple of qs, dfcatch (I'm not contesting anything, just curious):

When the phone agents asked "Why are you calling only now" and you replied "because the invoices have only just been sent to me this morning" (or words to that effect, I imagine) - what was the response? A question given a perfectly good answer. if the good answer isn't good enough, the question is pointless.

Isn't there a simple insurance cooling off opportunity? Surely there must be. (Doesn't excuse the airline's attitude, again, just curious).

Did Red Roo initiate contact with you, or vice versa? if the former, then good on RR to get involved when its a Jetstar issue.

I am fearful about your chances of a full refund via any route but best of British! Please keep us informed as to progress :-|

 

[Alanslegal]

Amex is particularly good with chargebacks - I believe they have an onlien fraud guarantee in place as well - this is fraud as the cardholder never selected the items.

Dale.

And it could be argued by JQ that the disputed items were actually selected, especially since there is a 'review' page prior to actual purchase.

 

[dfcatch]

1/ I explained that I only noticed it when it posted to my credit card this morning. I then checked the emails and the Tax Invoice only came through this morning.
The agent(s) had no response when the question was answered (so not sure where the question was leading).

2/ I referred Red Roo to the thread and asked if it was possible to refer it to JQ Customer Care. I'm very grateful for Red Roo doing that

3/ I was, and remain, hesitant to escalate the issue - I really just wanted it resolved this morning, wasn't chasing a $50 voucher - just a refund (or voucher) to cover the overcharge. Perfectly reasonable request IMHO.

It was only after being continuously told "there's nothing we can do" that I suggested to the supervisor this morning that he's leaving with no other course of action than chargeback and alternate airline booking, and him still not being able to offer an alternate solution - that I went down that path.

In other words - only after all reasonable avenues were exhausted (and after offering JQ every opportunity to come up with an alternate resolution) did I make another booking and initiate chargeback.

I haven't as yet posted anything publicly outside of AFF - I posted on AFF as this is the Brains Trust - but also able to share the knowledge, and, allow JQ the opportunity for service recovery.

Very frustrating that I'm being forced to deal with this the "hard way" rather than the "easy way"

 

[dfcatch]

And it could be argued by JQ that the disputed items were actually selected, especially since there is a 'review' page prior to actual purchase.

The review page DID NOT include the extra charges.

I saw it with my own eyes (so not relying on 3rd hand comment).

The extra charges (insurance, starkids, carbon offset) were all actively de-selected and the review summary checked.

 

[elbarto]

Again why you expect great service recovery from JQ is beyond me

It's not unreasonable to expect quality customer service from an LCC. I don't understand why LCCs think poor service should be part of the business model.

 

[dfcatch]

As an amusing aside....

I was actually just mentioning to fellow AFFers the other night that I was actually coming around in my mindset to be more supportive of JQ.

Their loss I guess........

 

[robd]

If Jetstar or any other airline is going to put stuff in my shopping basket, they should at least do it right at the start. If I can see that I owe money before I've even started selecting what I want, I've certainly got more of a chance to chuck out what they've put in my basket.

Imagine how many people get caught with these charges when chasing Friday Frenzy type fares; when the excitement of getting the flight you want just impels you to hit continue, continue, skip seat allocation, accept!

 

[lovestotravel]

I am confident that without a signature or PIN being used you will always succeed in a chargeback. Merchant terms with the banks or Amex always say if the card is not physically present and PIN or signature then the merchant can have the funds taken off them.

Amex is particularly good with chargebacks - I believe they have an onlien fraud guarantee in place as well - this is fraud as the cardholder never selected the items.

I used to believe chargeback were easy, until recently, but that was with a CBA Amex card... Basically I ordered something online, and it wasn't delivered..

Took 1 week to get the paperwork sent to me
They wanted the original order and paper trail of me trying to chase up the on-line store
I sent all this in and didn't hear back for about 4 weeks
Called the bank and they were still waiting to hear back from the supplier

In the meantime the good arrived

It wasn't an easy process

 

[JohnPhelan]

I used to believe chargeback were easy, until recently, but that was with a CBA Amex card... ..

It wasn't an easy process

It depends on what sort of card it is. It is MUCH easier to do a chargeback on an Amex card (issed by Amex itself, not a bank) than on Mastercard/Visa. It seems the reason for this is that Visa and Mastercard - and perhaps the banks - consider themselves the 'agent' of the merchant, i.e. you, the customer, need to convince them of your case. The onus of proof is on you.

Amex - on its direct issue cards - considers itself the 'agent' of the customer, i.e. Amex requires the merchant to convince them of their case, so the onus of proof is on the merchant.

Certainly that reflects my experience - have had to do reams of paperwork for bank-issued Visa/Mastercard; much simpler for Amex direct issue cards (either no paperwork at all, or a one page statement).

 

[Deleted member 29185]

I'm curious about the mentioned "charge back period". What's that? I've only ever once needed to do a charge back (non-airline related) with a GE Go Mastercard and it was weeks, possibly months down the track (goods took forever to arrive and when they did were wrong) and GE did a chargeback immediately without issue. They didn't even ask me to return the incorrect goods (but I did regardless).

As for JQ, I just did a price match for the first time on Thursday so the transaction was over the phone and he told me the price and just checked the card, which matches, so all good......except he also said I'd receive my confirmation with 24 hours (I think it was 24 hours). Nothing has arrived yet.

 

[Hvr]

So given you think J* seriously suck maybe you should blow them off?

 

[serfty]

...

As for JQ, I just did a price match for the first time on Thursday so the transaction was over the phone and he told me the price and just checked the card, which matches, so all good......except he also said I'd receive my confirmation with 24 hours (I think it was 24 hours). Nothing has arrived yet.

It can take a few day - I always get the PNR before finishing the call.

I can then generally look the booking up online (and see how they charge at the full price less what you paid pending an entr from what I presume is the marketing departing).

 

[dfcatch]

So given you think J* seriously suck maybe you should blow them off?

Personally - I don't like them.

But for my parents, the price point is attractive....

But more importantly - unlike those who live in the Golden Triangle - we have very limited alternatives, made even worse when QF deliberately hand over routes to JQ.

So as much as I dislike them (and the QF/JQ dual airline strategy), I have come to accept them as a necessary evil. But that's no excuse for poor customer service.

A LCC ticket is a saving on "features" at a reduced price..... But there are basic levels of customer service that should be minimum requirements.

I will say at this point that I have just received a genuine attempt at service recovery after I escalated it to the highest level last night.

I will wait until it is resolved before I post any details. (And in the interests of fair and balanced posting I will fully acknowledge their efforts once resolved).

 

[Alanslegal]

The review page DID NOT include the extra charges.

I saw it with my own eyes (so not relying on 3rd hand comment).

We've met a while back so I do know that you're an honest bloke and what you are telling us, especially in the original post, was factual and that the page did not include the extra charges.

My comment was in reference to Dale's comment where he suggests point blank that it "is fraud". My response to that is when JQ (or any other merchant) gets a chargeback dispute, all they could say is "the cardholder saw a Review Screen or similar before committing to purchase, so is aware of what they purchased". So on face value, it could be a "he said, she said" type situation. Of course, this is just a general opinion in response to Dale's comments, so just because there may have been a IT mistake, human error or something non-intentional as mistakes happen from time to time, it doesn't automatically mean fraud or even a fraudulent activity.

I am confident that without a signature or PIN being used you will always succeed in a chargeback. Merchant terms with the banks or Amex always say if the card is not physically present and PIN or signature then the merchant can have the funds taken off them.

Amex is particularly good with chargebacks - I believe they have an onlien fraud guarantee in place as well - this is fraud as the cardholder never selected the items.

Dale.

And it could be argued by JQ that the disputed items were actually selected, especially since there is a 'review' page prior to actual purchase.

 

[Aussie_flyer]

I'm curious about the mentioned "charge back period". What's that? I've only ever once needed to do a charge back (non-airline related) with a GE Go Mastercard and it was weeks, possibly months down the track (goods took forever to arrive and when they did were wrong) and GE did a chargeback immediately without issue. They didn't even ask me to return the incorrect goods (but I did regardless).

As for JQ, I just did a price match for the first time on Thursday so the transaction was over the phone and he told me the price and just checked the card, which matches, so all good......except he also said I'd receive my confirmation with 24 hours (I think it was 24 hours). Nothing has arrived yet.

Its 72 hours that they quote.

 

[Burrito]

2/ We go back into the booking payment screen, DE-SELECT the immorally default selections of insurance, starkids and carbon offset.

How much does each cost? Seems you've endured a lot of frustration which makes me wonder what $ value that all that rage is worth.

 

[dfcatch]

How much does each cost? Seems you've endured a lot of frustration which makes me wonder what $ value that all that rage is worth.

$27.90 was the overcharge.

Which should have been something that could have been sorted in the first 5 min phone call (either refund or voucher).

It's now worth much more in out of pocket expense and customer service failure.

That said I have received an email offering an apology and a full refund.

Although the phone call from a customer care staffer only offered a restrictive voucher - so I have declined the voucher and will take the refund.

 

[ftm]

I'm curious about the mentioned "charge back period". What's that? I've only ever once needed to do a charge back (non-airline related) with a GE Go Mastercard and it was weeks, possibly months down the track (goods took forever to arrive and when they did were wrong) and GE did a chargeback immediately without issue. They didn't even ask me to return the incorrect goods (but I did regardless).

I had a reason to initiate a chargeback on a direct issued Amex a while back and was told the time limit was 90 Days.