Star Class Domestic Y tag-on segment

[TheInsider]

Returning from the trip I noted that zero points/status showed for the first leg.

JetStar really needs to improve their call centre as they are totally clueless about their product. My advice is don’t bother even calling the call centre, it’s a waste of time!

What you have to remember, points and status credits are not a JQ program. This is a QF program. Just like you don't call AA for information on how many status credits or points you'll get on the QFF program.

 

[finalapproach]

Still doesn't excuse their total lack of knowledge of the fare types on their own connecting domestic flights, whether StarClass baggage allowance applied to the domestic legs and the 1 X 20 min call, followed by another 1 x 30 minute call where the operator constantly (up to 8 times during the call) refers to a supervisor. Then a further 3 calls after the flight.
Not to mention the lengthy email on the feedback section of their webpage that was obviously not fully read as I was asked "When are you flying?" At that point I had flown was three weeks earlier! BTW, my feedback included their booking ref.#
The whole point is that the operators confirmed I would recive BC status and points for the flights on two separate occasions as checked each time by a supervisor.
Sorry not good enough for a $4,000+ spend (2 passengers)

 

[1022]

They have also updated their website, it no longer says Star Class available in these scenarios. (It now states Economy, for A330 domestic tag-ons with Promo Star Class fares.)

I noticed that this has been updated too....but that's not what I saw when I specifically picked the 14:00 JQ37 domestic leg MEL-SYD based on the fact that the website said Starclass was available.

I've written to them again with a thanks for the $100 vouchers, but I'd rather have an answer to my fairly simple questions and ideally a seat in the Starclass cabin on the flight in question.

 

[ftm]

His first response: You'll be on a "little plane" for the domestic flights, so no *class.
Me: I understand that's the case SYD-MEL, but MEL-SYD is ex int'l terminal on an A330.
Him: Hold please sir (I was to hear this a lot...). But sir you ARE in star class.
Me: Why then does my itinerary say Jet Saver?
Him: Hold please sir. Our records say you ARE in Star class, in fact you have very good seats, 24 A and B. I'll re-send your itinerary.
Me: Umm...good seats for whY maybe, but rows 1-6 would be better ;-)
Him: Hold please sir. Oh I see that Star class is fully booked on this leg, so you were allocated very good whY seats in the most expensive fare category

And on it went.

I could have been on the same phone call ! Just spent over an hour trying to work out what was going on with a booking change I made. Was originally flying HKT-SYD direct, but needed to change to day earlier. Now going via SIN and MEL. It is not a *class promo fare.

Who knows what cabin I will be sitting in and what SC's I will earn. The JQ call centre staff just seem to spiel off any answer to get you off the phone. When you point out that their answer isn't possible (eg the Starclass cabin is oversold MEL-SYD), they still persist before moving on to another attempt to get you off the phone.

When the supervisor came out with this one, I decided it was time to do what they wanted and give up: "don't worry sir, although your ticket shows JetSaver, the check in staff in MEL will see that you are in Starclass. Just ask them to sit up the front."