Warning: Jetstar seat selection fees

[MEL_Traveller]

7B and 7E are not the same as my preallocated 7D. That's why I pay to pre-allocate seats yet the airlines think all seats in that zone are the same. What utter rubbish.

The solution would be to charge extra for aisles and windows (as does United for example). Again, how often does seat shifting happen, and would the majority support extra fees to satisfy the odd occasion when seats get changed?

 

[Strategic Aviation]

I was hoping the Airline Consumer Advocate would make an independent ruling here and set a precedent...

The ACA has no such ability. Unfortunately, it is not a completely independent regulator with the ability to make binding rulings.

It is likely much closer to what the industry wants it to be, which is a relatively token gesture of self-regulation in order to avoid external regulation. From the ACA's About Us page (emphasis added):-

The ACA is funded by the participating airlines. The ACA does not have independent power to make decisions that affect the participating airline’s response to your complaint. However, the airlines are bound by their commitment to respond within the required timeframe to all complaints referred to them by the ACA.

The ACA will also contribute to the raising of the participating airlines’ standards of customer service.We will do this by monitoring and reporting on complaints received and issues raised.We can also provide recommendations to the participating airlines for improving their customer service and relationships with consumers and identify systemic issues that may lead to industry wide recommendations for change.

Our aim is to reduce complaints about airlines and reduce the number of complaints that are inadequately addressed.

This does not necessarily mean the ACA is not impartial when oversighting cases or lacks the ability to resolve issues to customers' satisfaction.

But it is interesting that the RPT consumer affairs sector is so relatively unregulated in Australia, when the aviation sector more generally is one of the most highly regulated sectors worldwide.

Also interesting to hear your complaint wasn't taken seriously until after the ACA was involved, although I still would be interested in what their involvement is.

The ACA's involvement was probably very limited:-

The ACA will forward your complaint to the right person within the relevant airline and ensure you receive a response within a reasonable time (usually within 20 working days).

However, the ACA forwarding the complaint is probably all the involvement that is required.

Anyway - quite an effort to get a refund - I would expect that eventually the ACA will get sick and tired of doing these one-off disputes and request some sort of stronger regulatory oversight or get consumer law updated or request the ACCC and/or state depts. of fair trading to pull their finger out to get some of these sorts of issues more formalized.

Based on the above I suggest this would never happen.

 

[MEL_Traveller]

The ACA's involvement was probably very limited:-



However, the ACA forwarding the complaint is probably all the involvement that is required.

The OP's issue would be registered as 'a complaint' and one that the airline can easily resolve to cross off the list. The ACA publishes the number of complaints and those it is able to resolve. I guess something 'simple' like this helps the airline's stats.

 

[pauly7]

theres little point paying the fees on the JQ 787 as the seats are all atrocious, next time i pick up a bargain basement fare I'll just try and make sure it's a half empty flight on a Tuesday to get more space otherwise it is what it is...

Hmm half empty -in which case Jetstar will probably cancel your flight and leave you with no seat at all

 

[JohnK]

I booked flights BNE-NTL for wife and daughter and myself. Separate bookings. Paid for seat selection for myself I think it was 8D but could have been 7D. I paid for the Plus Bundle for the wife and chose seat in opposite aisle.

Got to airport yesterday to check-in and handed boarding passes for 6C for wife/daughter and 6B for myself. They are definitely not the seats I have chosen so I complain and conversation went something like this which makes absolutely no sense.

These are not the seats I booked.

- Seating is not guaranteed.

Yes but I specifically paid for seat selection so don't tell me seating is not guaranteed.

- Wife and daughter were moved to 6C to give her a spare seat next to her as JQ try to give passengers with infants a spare seat.

So why move me next to her?

- We try to seat couples together.

But now she does not have a spare seat next to her right? And there is a reason why I paid for seat selection and booked 2 aisles. Can I please have our original seats back?

- I will have to move you to other side of the aircraft

Why? Where is my original seat? She now starts grumbling. And hands me boarding pass for 7D and wife keeps original 6C.

- Your wife won't have a spare seat next to her now.

I couldn't understand this remark and was totally contradictory to her original remark. Anyway we head to Qantas lounge and then boarding.

We were last to board and the check-in agent was right. There was someone seated next to my wife in 6B but 6E was vacant.

I really hate this airline with a passion. This was my first JQ domestic flight and it was OK but the airline is horrible and I feel some of the staff are horrible. I was sort of pushed around at checkin but hung on and fought for what I believe is right.

We have the return leg tomorrow and with separate bookings and opposite aisles again. This time I may check in online and see what happens.

 

[RooFlyer]

Sounds exciting! How did the fight at check in go?

 

[JohnK]

I received a survey from JQ today. It was in spam folder. Since I'm a nice bloke I completed the survey and gave them a 6 on whether I'd recommend JQ to others and the survey asked for more information so I explained the seat moving issues.

I have since received another email thanking me for my feedback.

Dear John,

Appreciate your time in letting us know about your experience.

It's disappointing to learn that the service you received was not up to standard on this occasion. We aim to provide a hassle-free and enjoyable experience when you fly so it's disappointing we let you down. We genuinely appreciate your feedback as it highlights specific areas we can make improvements on.

I hope we get the chance to see you on-board again.

Warm regards,

Spam? The email address looks weird but the email looks genuine.

 

[Deleted member]

I booked flights BNE-NTL for wife and daughter and myself. Separate bookings. Paid for seat selection for myself I think it was 8D but could have been 7D. I paid for the Plus Bundle for the wife and chose seat in opposite aisle.

Got to airport yesterday to check-in and handed boarding passes for 6C for wife/daughter and 6B for myself. They are definitely not the seats I have chosen so I complain and conversation went something like this which makes absolutely no sense.

These are not the seats I booked.

- Seating is not guaranteed.

Yes but I specifically paid for seat selection so don't tell me seating is not guaranteed.

- Wife and daughter were moved to 6C to give her a spare seat next to her as JQ try to give passengers with infants a spare seat.

So why move me next to her?

- We try to seat couples together.

But now she does not have a spare seat next to her right? And there is a reason why I paid for seat selection and booked 2 aisles. Can I please have our original seats back?

- I will have to move you to other side of the aircraft

Why? Where is my original seat? She now starts grumbling. And hands me boarding pass for 7D and wife keeps original 6C.

- Your wife won't have a spare seat next to her now.

I couldn't understand this remark and was totally contradictory to her original remark. Anyway we head to Qantas lounge and then boarding.

We were last to board and the check-in agent was right. There was someone seated next to my wife in 6B but 6E was vacant.

I really hate this airline with a passion. This was my first JQ domestic flight and it was OK but the airline is horrible and I feel some of the staff are horrible. I was sort of pushed around at checkin but hung on and fought for what I believe is right.

We have the return leg tomorrow and with separate bookings and opposite aisles again. This time I may check in online and see what happens.

That will teach you to book JQ

 

[Vic]

looks like an interpretive issue with the terminology. Imagine if they called Up Front the Blue Zone instead. I think that addresses the issue. Jetstar have called a block of seats "Up Front" and charge a fee to have one of the seats in that "Up Front" area. This is pretty clearly explained in the quoted response from Jetstar. Unfortunately, that particular terminology - "Up Front" is subject to a literal interpretation resulting in some confusion.
But when I look at the jetstar seat selection it seem pretty clear that all of the seats in this area are "Up Front" even if they aren't literally the front row.

 

[dajop]

Jetstar could solve this (in relation to the original post) going forward by charging a different price for bulkhead seats. Then it differentiates them from other "Up Front" seats.

 

[JohnK]

I'm not sure I understand why this is so difficult but then it could just be me.

I have 2 separate bookings BNE-SIN-BKK-SIN-BNE for myself and wife/daughter where SIN-BKK-SIN is on 3K. I have the 3K PNR.

Go into my booking and I have seat automatically selected for return flight. I'm trying to pay for seat on outbound flight and I'm encountering any number of issues including booking not found, seat selection not added cart, no continue button etc. Similar issues for wifes booking.

Have tried different browsers and different PCs. Fun.