Jetstar seriously sucks

[defurax]

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 )

I recently booked CNS-DRW-SYD on QF instead of CNS-SYD on JQ :shock: just to avoid stressing out about missing my connection on QF27 to SCL. Yes I hate JQ that much...

 

[Julesmac]

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

Maybe you have accidentally fallen into a Monty Python sketch. Sounds like something John Cleese would say!

 

[Mal]

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

Gesture of goodwill? PFFT. It is a legal requirement.

 

[defurax]

Gesture of goodwill? PFFT. It is a legal requirement.

Maybe they call it "Gesture of goodwill" when a claim is settled without legal proceeding :mrgreen:

 

[dfcatch]

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.

When it works - they work great.

And for the record I have several JQ flights booked over the next few months.

I have three problems with JQ:

1/ Their immoral booking practice of auto-selection which is not backed up with a pain-free refund procedure.

2/ Their piss-poor customer service and contempt for consumer regulations.

3/ Being forced to fly JQ because QF cede a route to them.

But you're right - they can be cheap - and the physical flight itself is usually fine.

You're lucky as you live in MEL.

- As QF acknowledge you're in a port that is well serviced by QF so you can choose which airline to fly.

- You can show up to the lounge prior to a JQ flight and actually get a bite to eat. (Some of us live in ports where the lounge does NOT stay open for JQ flights).

- Most flights for you eg. Launceston are short. (And if you fly long on JQ it's by choice).

- You don't have to worry about being f&&@ked around on international connections even if you connect out of SYD or BNE.

- You don't have to worry about deceptive QF code shares as they're not used on domestic connection flights to MEL.

So no - I'm not surprised you haven't had any issues - but that doesn't mean others don't encounter legitimate issues on a regular basis.

 

[MEL_Traveller]

in the other hand... I gotta give to jetstar... was very impressed recently by a price match guarantee (thanks to markis10).

called jetstar, was answered in less than 10 seconds... mentioned the price match and was told 'this will take some time'... which turned out to be about 90 seconds... they asked if I had flown jetstar before (confirmed I had) and they pulled up a booking from about 7 years ago and asked if all the details were still the same and 'can we just transfer everything over to create a new booking?'

whole call from beginning to end was about 5 minutes and I was seriously impressed... i cant imagine QF being so quick to confirm a price match. if they continue with customer care like that I will certainly consider flying them again!

 

[CaviAck]

in the other hand... I gotta give to jetstar... was very impressed recently by a price match guarantee (thanks to markis10).

called jetstar, was answered in less than 10 seconds... mentioned the price match and was told 'this will take some time'... which turned out to be about 90 seconds... they asked if I had flown jetstar before (confirmed I had) and they pulled up a booking from about 7 years ago and asked if all the details were still the same and 'can we just transfer everything over to create a new booking?'

whole call from beginning to end was about 5 minutes and I was seriously impressed... i cant imagine QF being so quick to confirm a price match. if they continue with customer care like that I will certainly consider flying them again!

That is impressive! Reminds me of the time I got multiple calls from JQ (I missed 4 of them over 3 days) to follow up about a complaint I made. Very quick and efficient courtesy (that I requested) to inform me that the issue is being followed up and to give me a $50 voucher. Shame I don't have any use for it anytime soon Got pulled in by QF sales and forgot about the JQ voucher...

It's refreshing to see some positive comments for JQ every now and then. They're not that bad, albeit more bad than good.

 

[dfcatch]

JQ are excellent at taking your money.

And on the price beat bookings - I've always had them be very easy and painless.

JQ will easily give a $50 voucher for customer care - in fact it is the only thing that Customer Care is empowered to do.

But they can't (won't) do anything else (different).

I would hardly call it "good".

I would expect them to perform well on both counts.

I would however say - their compassionate policy is excellent - and goes to show that they can get some things right.

The issue with JQ is that the bad rap they get is generally their own fault and their own doing. As such - I have no sympathy for them.

 

[Aussie_flyer]

So no - I'm not surprised you haven't had any issues - but that doesn't mean others don't encounter legitimate issues on a regular basis.

Yes of course, the same could be said for any company.

 

[whiteshark]

Published on News.com "Man pens complaint letter to Jetstar after being swamped by obese passenger in next seat"

I loved reading this story from Rich Wisken on being seated next to a fat person on a Jetstar flight. He really gave it to the airline in his letter.

The original letter to Jetstar with cautions on language

Rich Wisken Drinks, then Writes...

 

[puppysparkes]

I'm sorry but it's a pathetic letter written with the intent of generating more twitter followers and clicks for his blog. There's no other reason to write such a highly discriminatory letter. Why post to a blog before/while seeking direct resolution?

 

[whiteshark]

I'm sorry but it's a pathetic letter written with the intent of generating more twitter followers and clicks for his blog. There's no other reason to write such a highly discriminatory letter. Why post to a blog before/while seeking direct resolution?

I see your point, and he certainly got me reading his letter but bigger still got his story published on a international news site. Not bad for a pissed off traveller.

The world of social media continues to be a force for companies to be reckoned with, no matter what the point of view others might take, the damage has been done to both the passenger and the airline. Airlines would do well to learn from this experience and modify their practices accordingly.

 

[MEL_Traveller]

Some aspects of the story don't seem to quite add up.

If the person was so obese they would have required a seat-belt extension. Seat-belt extension means you cannot sit in an exit row.

So issue on credibility already.

 

[puppysparkes]

His view could've been expressed without colouring it the way he did. I instantly thought this guy sounds like a failed David Thorne (27bslash6). Rich Wisken comes across as a basement dwelling neckbeard, full of self importance while flying on a LCC.

 

[whiteshark]

Some aspects of the story don't seem to quite add up.

If the person was so obese they would have required a seat-belt extension. Seat-belt extension means you cannot sit in an exit row.

So issue on credibility already.

Good point. Maybe it was just a fat person who didn't need an extension, an experience I have also had.

 

[MEL_Traveller]

Good point. Maybe it was just a fat person who didn't need an extension, an experience I have also had.

then if they didn't need an extension maybe there weren't so 'obese' after all!

 

[dfcatch]

then if they didn't need an extension maybe there weren't so 'obese' after all!

Haven't read the article - but they can be obese enough to infringe on my seat space without the need for an extension belt.

And they often do.

Bring on weight-based charges I say.

 

[MEL_Traveller]

Haven't read the article - but they can be obese enough to infringe on my seat space without the need for an extension belt.

And they often do.

Bring on weight-based charges I say.

In the context of the article what the author is saying doesn't add up.

 

[dfcatch]

In the context of the article what the author is saying doesn't add up.

I got that.

Unsurprising nowadays.

 

[Rox]

I was on a jetstar flight Mel Sydney 3/4 full, where someone was sitting in my seat, because she wanted to sit with her friends and "I thought I could just sit anywhere"
I asked the FA if I could just sit in one of the vacant seats (in hindsight would I have bothered asking but thought there might have been more pax to board)
She said not until we had taken off and seatbelt sign had come off, but didn't help in any way, but left me to sort it out myself.