Jetstar - why would anyone bother?

[Alanslegal]

Thanks it makes things alot more clear , back on topic I feel jetstar customer service and customer relations could use a major upgrade. I'm flying SYD-MEL in June tiger airways is $60 return.

Wishing you good luck with Tiger, hope there isn't a technical issue where you might end up delayed by 72 hours or more. Some of my work colleagues have flown Tiger, when its all going smoothly its going smoothly, and when shi* hits the fan, then hope you have loads of luck with sorting it all out.

With respect to the JQ's Price Beat Guarantee, I have used it three times so far, and have never waited in queue for more then 5 minutes and have never had a claim denied as long as I am within the T&Cs. You can't compare a flight more than 1 hour, like in your case, because that is not within the prescribed rules. I love Tiger for keeping their SYD-MEL-SYD airfares low because I can fly JQ $25 each way, and get access to Qantas First Class Lounge where I enjoy a 4 course meal plus champagne. Sometimes I get lucky and get a free facial in their spa as well

 

[Shanye2233]

Wishing you good luck with Tiger, hope there isn't a technical issue where you might end up delayed by 72 hours or more. Some of my work colleagues have flown Tiger, when its all going smoothly its going smoothly, and when shi* hits the fan, then hope you have loads of luck with sorting it all out.

With respect to the JQ's Price Beat Guarantee, I have used it three times so far, and have never waited in queue for more then 5 minutes and have never had a claim denied as long as I am within the T&Cs. You can't compare a flight more than 1 hour, like in your case, because that is not within the prescribed rules. I love Tiger for keeping their SYD-MEL-SYD airfares low because I can fly JQ $25 each way, and get access to Qantas First Class Lounge where I enjoy a 4 course meal plus champagne. Sometimes I get lucky and get a free facial in their spa as well

I too like that $25 one way . But again waiting about an hour calling booking time. Even at low peak periods like midnight . I just joined qantas club and looking forward to going into the lounge for the first time. Where is the first class lounge location is it in the domestic terminal?

 

[TheInsider]

I too like that $25 one way . But again waiting about an hour calling booking time. Even at low peak periods like midnight . I just joined qantas club and looking forward to going into the lounge for the first time. Where is the first class lounge location is it in the domestic terminal?

You don't get access to the First Lounge (located in international terminal), you don't even get access to the QF Domestic Business lounge, just the QF Club.

 

[samiam]

I just joined qantas club and looking forward to going into the lounge for the first time. Where is the first class lounge location is it in the domestic terminal?

The first class lounge is in the international terminal - just flash your newly minted QP card

Damn, QFCSA beat me to it

 

[Shanye2233]

You don't get access to the First Lounge (located in international terminal), you don't even get access to the QF Domestic Business lounge, just the QF Club.

Does that lounge offer facials and massages ?

 

[LiamR]

Does that lounge offer facials and massages ?

Sadly, no it dosen't.

 

[Alanslegal]

I too like that $25 one way . But again waiting about an hour calling booking time. Even at low peak periods like midnight . I just joined qantas club and looking forward to going into the lounge for the first time. Where is the first class lounge location is it in the domestic terminal?

If your travel times are flexible, then choosing a JQ flight that departs from the international terminal means you can access the international QP or F Lounge rather than the domestic QP. The downside is you have to go through customs and immigration on both ends, but at least the lounge is much nicer.

 

[JohnPhelan]

I love Tiger for keeping their SYD-MEL-SYD airfares low because I can fly JQ $25 each way, and get access to Qantas First Class Lounge where I enjoy a 4 course meal plus champagne.

Seriously, the more people talk about how they bought a $25 JQi ticket and then had a 4 course meal and champagne in the F Lounge, the more it becomes likely that QF will rejig things to make that impossible ......

 

[JohnK]

Seriously though folks, perhaps I'm somehow out of touch, but how much pain and wasted time are we willing to go through to save $100 or even $200 with these LCC's? What do we value our own time at? Zero?

Unless I am playing golf or scheduled to play golf my time is worth absolutely nothing. But I am not going to sit around for over an hour waiting for Jetstar to beat a $25 Tiger airfare.

Seriously, the more people talk about how they bought a $25 JQi ticket and then had a 4 course meal and champagne in the F Lounge, the more it becomes likely that QF will rejig things to make that impossible ......

Hopefully if they do rejig things to make that impossible they will only exclude anyone flying Jetstar from First Class lounge access on domestic sectors and not penalise the rest of the Platinums who are not abusing this benefit....

 

[Alanslegal]

Seriously, the more people talk about how they bought a $25 JQi ticket and then had a 4 course meal and champagne in the F Lounge, the more it becomes likely that QF will rejig things to make that impossible ......

my gut feeling is only a handful of wps are using jq and the f lounge and not the high numbers that people are concerned about.

an example was the organised f lounge run in february this year where we had about 20 wps on the jq flight and one of the f lounge host declared it was the most wps she had ever seen flying on jq.

 

[Lawlass]

Unless I am playing golf or scheduled to play golf my time is worth absolutely nothing. But I am not going to sit around for over an hour waiting for Jetstar to beat a $25 Tiger airfare.

Why would anyone?

It took me less than 5 minutes to get my fare-match for the Flounge run and they couldn't have been more helpful.

Maybe it's because I'm friendly on the phone and don't go into it thinking it's some sort of battle. If I was a CS person with someone being nasty or patronising on the other end of the line, I'd stick them on hold for an hour too.

 

[Ricardo]

just came across this thread...


It does not matter what the terms and conditions say about refunds, or the amount of delay before JQ will voluntarily give you a refund... contract law and consumer protection law cannot be 'written out' by supposed terms and conditions, no matter which boxes you check or how many boxes you check. You still have rights.

Some of what we consider 'good customer service' is driven by contractual rights. Rather than giving you a refund it is often simpler just to put you on the next available flight (as Qantas or Virgin would do). We think that's great customer service, but in reality it also has a financial underpinning for the airline (that is, not having to process a refund).

It's the same when Qantas says they will 'refund a flight' if they can't reaccommodate you on an acceptable alternative (for example with the NRT flights).

Even though you have a non-refundable ticket - they have to process a refund. It's not them being generous.

I agree, today it's more about a so called 'contract' for almost everything we purchase these days, and not just for airline tickets. Try getting power and phone connected to your house, or moving house, they want your money up front and if you don't get what you paid for, or don't abide by the 'contract' your money is gone. There is very little 'real' customer service like what we had 10-20 years ago with most goods and services you purhchase today. Anyway that's my rant and I have had numerous issues with Jetstar from bookings to trying to obtain a refund and will not use them again. I now use ANZ or Virgin Aust, and with the upcoming code share things are looking good !!!!

 

[ozbeachbabe]

Quite an assumption. Maybe the door had been closed, maybe all the paperwork had been completed and would need re-doing, maybe the staff would get into trouble for delaying a flight, maybe other reasons too.

JQ staff would have had to open up the flight, checkin the laterunner, redo the paperwork eg printing out a couple of reports eg pax manifest & baggage list then run it down to the aircraft not forgetting that the aerobridge has already been pulled back so it would have to be put in again. Aircraft door opened then closed again then bridge pulled back.

The Captain also reviews pax numbers in the 3 zones to make sure it's all in trim so there's absolutely no way the airline could have done this & not copped a delay. Just because the plane is sitting there doesn't mean laterunners can be accepted. Too many people think jumping on a plane is like jumping on their local bus to the shops.

More than likely the Captain had already asked ATC for clearance to push back which could happen any time from when he/she asks ie it might be 30 seconds after it's requested or it might be 5 minutes.

Far better to have one upset pax (despite it being their fault for being late) at missing their flight than 176 upset pax for accepting the late runner.

Incorrect. Had they informed me that my bags were overweight in Melbourne, I would have left the surfboard and a few golf clubs behind in the car.

Reminds me once when I overheard a pax say to a checkin agent "well nobody told me I couldn't checkin (for free) 7 pieces of luggage!!!

It is the passengers responsibility to understand the baggage allowance whether they book through a TA or direct with the airline via the web.

Rather than giving you a refund it is often simpler just to put you on the next available flight (as Qantas or Virgin would do). We think that's great customer service, but in reality it also has a financial underpinning for the airline (that is, not having to process a refund).

You'd be suprised the amount of pax who are offered this option despite it being their fault for being late then still want to argue about why they can't take their original flight when baggage has already closed. Sometimes you give people solutions & all they want to do is argue.

I agree, today it's more about a so called 'contract' for almost everything we purchase these days, and not just for airline tickets. Try getting power and phone connected to your house, or moving house, they want your money up front and if you don't get what you paid for, or don't abide by the 'contract' your money is gone. There is very little 'real' customer service like what we had 10-20 years ago with most goods and services you purhchase today.

Anyone who has built a house would agree with the above. I asked for the homephone to be disconnected at DRW 08 March & they said if I was to put in the application to reconnect in BNE in the same phone call Telstra would waive the reconnection fee. Trouble is everybody outsources & subcontracts with everything these days eg it's not Telstra but their subbie is Silcar but it's not Silcar their subbie is TMQ & therein lies the problem.

Well it's three months later & we're still waiting for the home phone to be connected. Of course we're still being charged for the phone line in DRW we're not using which we'll obviously dispute.