Jetstar seriously sucks

[samh004]

$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.

Sounds like common sense prevailed.

If the total overcharge was $27.90 and they offered that $50 voucher, one wonders why they couldn't have just refunded the lesser amount. Doubt they've learnt anything from this.

 

[dfcatch]

An update as promised -

So JQ has now authorized a full refund "as a once off gesture of goodwill" and I'm just waiting for it to show up on the CC.

Ultimately a lot of anguish (for JQ) for what should have been a simple matter.

The upside is that it was a very revealing exercise on gaining an insight to what's wrong with JQ.

In fairness - JQ have acknowledged they are in the process of retraining in their contact centers and "clearly have some work to do".

There does very much seem to be a disconnect between where senior management want the airline to go (a direction I think most here would be ok with), and the existing embedded corporate culture which is a hangover from JQ's formation.

I will of course provide JQ with constructive feedback on how they can avoid such issues in the future.

(Besides reinstating QF services on the CNS-SYD route of course )

 

[CaviAck]

An update as promised -

So JQ has now authorized a full refund "as a once off gesture of goodwill" and I'm just waiting for it to show up on the CC.

Ultimately a lot of anguish (for JQ) for what should have been a simple matter.

The upside is that it was a very revealing exercise on gaining an insight to what's wrong with JQ.

In fairness - JQ have acknowledged they are in the process of retraining in their contact centers and "clearly have some work to do".

There does very much seem to be a disconnect between where senior management want the airline to go (a direction I think most here would be ok with), and the existing embedded corporate culture which is a hangover from JQ's formation.

I will of course provide JQ with constructive feedback on how they can avoid such issues in the future.

(Besides reinstating QF services on the CNS-SYD route of course )

Good to see a positive result. Make sure you watch for the refund, my flight voucher as compensation for stuffing up has still yet to turn up. They said it would take 36 hours but it's been over 84 hours and nothing has turned up...

 

[Ansett]

An update as promised -

So JQ has now authorized a full refund "as a once off gesture of goodwill" and I'm just waiting for it to show up on the CC.

Ultimately a lot of anguish (for JQ) for what should have been a simple matter.

The upside is that it was a very revealing exercise on gaining an insight to what's wrong with JQ.

In fairness - JQ have acknowledged they are in the process of retraining in their contact centers and "clearly have some work to do".

There does very much seem to be a disconnect between where senior management want the airline to go (a direction I think most here would be ok with), and the existing embedded corporate culture which is a hangover from JQ's formation.

I will of course provide JQ with constructive feedback on how they can avoid such issues in the future.

(Besides reinstating QF services on the CNS-SYD route of course )

Hi dfcatch congrats on getting a good result I am going through a situation where I inadvertanly purchased insurance for a forthcominmg trip after experiencing several issues and having to move forwards and backwards between pages that saw us charged for inusrance.

I contacted Jetstar IMMEDIATELY and was adviosed basically tough luck not our problem ALL insurance is non refundable. I pointed out that it had been charged in the last few moments and they told me I would have to deal direct with the insurance compnay as they are nothing to do with the insurance who is AIG group.

I have had several communications from AIG all of which is PURELY negative no chance sorry.

I find this most frustrating given Jetstar sold the product so as the agent I feel have an obligation to assist with errors, even stupid ones like this mande by customers not fully aware of how the system works.

Also I thought that all Insurance must have a cooling off period which I was well with in.

Any advise would be welcome.

 

[dfcatch]

Ansett,

The insurance charge is subject to a cooling off period and is fully refundable. However JQ (as the agent) refuse to deal with it and will direct you to the insurance company.

The charge is refundable as long as you are within the cooling off period.

If they are refusing to do so - keep records of calls, time, name of person and remember that all the calls are taped. So if they lie to you or refuse to refund - they can be done on it.

Keep escalating as necessary - but JQ are useless and will refuse to help. You need to go through the insurance company.

Their website is faulty - and this is a common problem as I have personally discovered (as well as discussions with dozens of others who have been caught by problems).

JQ of course rakes in huge dollars by their immoral (and should be illegal) auto-selection of extras on the website.

Good luck.

 

[Ansett]

Ansett,

The insurance charge is subject to a cooling off period and is fully refundable. However JQ (as the agent) refuse to deal with it and will direct you to the insurance company.

The charge is refundable as long as you are within the cooling off period.

If they are refusing to do so - keep records of calls, time, name of person and remember that all the calls are taped. So if they lie to you or refuse to refund - they can be done on it.

Keep escalating as necessary - but JQ are useless and will refuse to help. You need to go through the insurance company.

Their website is faulty - and this is a common problem as I have personally discovered (as well as discussions with dozens of others who have been caught by problems).

JQ of course rakes in huge dollars by their immoral (and should be illegal) auto-selection of extras on the website.

Good luck.

Thanks DF would you know what the cool off period as I cant even get a copy of the full policy from them. I dont usually give up on these things and I am taking heart in the fact that you and others have acheived a successfull outcome.

Again thank you.

 

[dfcatch]

Off the top of my head perhaps 10 or 14 days. Can't remember and on the iPhone.

 

[oz_mark]

Off the top of my head perhaps 10 or 14 days. Can't remember and on the iPhone.

It is 14 days.

http://www.jetstar.com/~/_media/Files/PDF/insurance/PDS_Domestic.pdf

 

[Ansett]

Ok

Well thanks everyone have made a call and things are progressing hopefully alonmg the right paths will keep you informed.

Many thanks

 

[Ansett]

Well

I am pleased to advise that they have as a "Gesture of Goodwill" arranged for cancelation and full refund of the travel insurance charges. Thank you everyone

Damn I love this Forum

 

[dfcatch]

Well

I am pleased to advise that they have as a "Gesture of Goodwill" arranged for cancelation and full refund of the travel insurance charges. Thank you everyone

Damn I love this Forum

Is that JQ or the insurance company?

 

[Ansett]

Is that JQ or the insurance company?

Hi dfcatch via the Insurance company AIG. Jststar didnt want anything what so ever to do with it. We have your money now go away or talk to the underwriters refunds are nothing to do with Jeststar.

So still a win for me.

I really will avoid JQ in anyway shape or form wherever possible and would rather even fly Garuda to avoid them.

They just seem to be a bunch of morons in an office with a script and NO common sense atall. As they say Peanuts and get ,,,,,,,,,,,,,

 

[dfcatch]

So your refund via the insurance company, (I assume within the cooling off period), and they call it a "gesture of goodwill"??

That's bullish!t!

You're legally entitled to it.

You probably can't be bothered - but I would raise hell for them, report them to the insurance ombudsman etc.

Jetstar IMHO is also in the wrong morally, as I believe if they want to have insurance as Auto-Select, and profit as the Agent - then they should take responsibility for the refunds too.

But as a high-profile policy-influencing person said to me last week - "JQ is a horrible, horrible airline".

I just pray that in the not too distant future the political will exists to clampdown on such immoral consumer practices.

 

[Ansett]

So your refund via the insurance company, (I assume within the cooling off period), and they call it a "gesture of goodwill"??

That's bullish!t!

You're legally entitled to it.

You probably can't be bothered - but I would raise hell for them, report them to the insurance ombudsman etc.

Jetstar IMHO is also in the wrong morally, as I believe if they want to have insurance as Auto-Select, and profit as the Agent - then they should take responsibility for the refunds too.

But as a high-profile policy-influencing person said to me last week - "JQ is a horrible, horrible airline".

I just pray that in the not too distant future the political will exists to clampdown on such immoral consumer practices.

dfc

I couldnt agree more and have already processed a complaint against JQ failing to meet its obligations as an agent and have gotearded a complete log of names dates and times and all copies of emails from all parties including one that came to about 30 minutes after the confirmation that a refund would be supplied by the insurance company stating that I was not entitled to a refund so sent them the earlier email and now get an email saying We are pleaased that we have been able to provide you with a satisfactory conclusion to your request

We look forward to you favouring us with your future insurance requirements..... WTF Will now leave it all in the appropriate hands

 

[dfcatch]

For the record - were you within the cooling off period?

 

[Ansett]

For the record - were you within the cooling off period?

Absolutely I made the request to cancel with in 5 minutes of making the booking once I realised what had happened.

It has served as a damn good lesson to myself to check double check and check again before making that final payment Guess I have been to use to dealing with more professional and ethical organisations in the past.

 

[vetrade]

There is just no possible circumstance under which I would ever, ever, consider flying JQ again after a not dis-similar episode of seemingly deliberate obfuscation on their part.
My particular episode 2 years ago involved trying to add checked baggage to an existing booking I had to OOL. At the time their website warned about the additional cost if you wanted to pay for checked baggage at the airport - no problem so far - I'll just book it on-line, I thought. BUT - there was no link (they have since corrected it, AFAIK) where you could actually pay to ADD checked luggage on their website - and yes, I did look EVERYWHERE.

There was a phone number to call, to supposedly pay for it via a human but calling the number only connected you to a recorded message which just told you what the baggage fees were and didn't provide any means via which you could pay.

So I paid $80 at the airport to get my bag back home and lodged a complaint. After refusing to be fobbed off through several emails a "customer service" (surely a misnomer if there ever was one) guy finally conceded there was no physical way I could have paid via the website or by phone. The refund voucher duly arrived - with an expiry date of only 3 months - i.e it was useless as I had no dom. travel coming up.

Many flights later and, hopefully with many more to come, I have never even entertained the thought of flying JQ again.

 

[medhead]

I only fly Jetstar when they give me free Bolly. I am also that price sensitive that I always look at the total before clicking the pay button.

 

[Aussie_flyer]

I fly Jetstar quite a bit as they have some great pricing and I go for daytrips to places, e.g. the recent $10 sale I booked to Launceston. I don't mind them , and I've never had any real major problems with them. I'm surprised how much they get bashed on AFF, I do online check-in so just show up at the lounge for a bite to eat then on to the aircraft.

 

[Julesmac]

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.

...and just imagine the nice little income stream this little lurk has netted them over the course of a year's bookings. Nice one, wish I'd a thunk it up