Fly Jetstar and Go Hungry

[kew]

Hi all,

I booked a flight from Denpasar to Bundaberg for my brother in law on the Qantas web site using frequent flyer points. The leg of the flight from Denpasar to Sydney (although a Qantas flight) is operated by Jetstar. I paid the taxes using my credit card online.

There is no option on the website to "add a meal" as the provision of a meal on Jetstar is optional requiring a further payment so one must contact Jetstar Customer Service to organise a meal. I did so and provided the reference number and particulars of the passenger and was told that due to privacy laws I was unable to add a meal. I was told that I would have to be down as the Organiser or third person in order to do that. (In fact I was on the Qantas website)

I advised the Customer Service Person that I had booked the flight using my Qantas Points and credit card through the Qantas website. Two others I spoke to (including a Supervisor) confirmed the "privacy" restriction. I advised that I wished to make a complaint about the matter and was told to write in and I would be unable to resolve this on the phone.

Considering that I booked the flight on the Qantas website (a Qantas flight operated by Jetstar), I contacted Qantas only to be advised by the Customer Service person that they could not do anything about it as Jetstar operated separately although he personally thought it was "bull".

I know meals can be bought on the Jetstar flight but that is not guaranteed and can be a payment hassle on board.

There seems to be a communication problem between Qantas and Jetstar in that my particulars as the "travel arranger" are not forwarded onto Jetstar and there is no facility to organise a meal on the Qantas website.

It might also be noted that in identical circumstances for the flight to Denpasar, I booked a meal for my brother in law yesterday for a flight to Denpasar today which was a "privacy breach" by Jetstar according to their rules.

 

[gilby08]

Jetstars system does not recognise who's points were used for the booking, only the people travelling. If it's such a big issue get the pssengers to call up??

 

[samh004]

Welcome to AFF!

Simple to sort out I think, simply phone JQ up and pretend to be your brother to add you as an organiser, then phone back later and (as the organiser) purchase a meal for your brother.

Sometimes it’s the little things that don’t work out, but the rules are the rules and you’ve just got to work within them. For instance, I regularly call Telstra and pose as my dad, as when I don’t he’s not in the country to call them anyway.

 

[kew]

Jetstars system does not recognise who's points were used for the booking, only the people travelling. If it's such a big issue get the pssengers to call up??

Certainly not a "such a big issue" if you are in Australia with a land line but if you are in a remote village with mobile phone it becomes "more of an issue" and certainly one that needs to be rectified.

 

[kew]

Welcome to AFF!

Simple to sort out I think, simply phone JQ up and pretend to be your brother to add you as an organiser, then phone back later and (as the organiser) purchase a meal for your brother.

Sometimes it’s the little things that don’t work out, but the rules are the rules and you’ve just got to work within them. For instance, I regularly call Telstra and pose as my dad, as when I don’t he’s not in the country to call them anyway.

Simple solution?. Not so simple as the credit card for payment needs to be in the passenger's name. If I can book a flight for them from Denpasar to Bundaberg but I cannot book them a meal on board, I think their rules need to change.

 

[ejb]

Simple solution?. Not so simple as the credit card for payment needs to be in the passenger's name. If I can book a flight for them from Denpasar to Bundaberg but I cannot book them a meal on board, I think their rules need to change.

Perhaps the pax can take some food on board, it really is not than long a flight so a few snacks would be much better than the food onboard anyway, and cheaper.

ejb

 

[kew]

Perhaps the pax can take some food on board, it really is not than long a flight so a few snacks would be much better than the food onboard anyway, and cheaper.

ejb

I've written to Qantas and Jetstar in order to get the problem resolved. That way it may benefit others as it is clearly an oversight. Personally, I'm not one who favours people bringing their own meals aboard a flight.

 

[markis10]

I would have thought you can add the meal later in the my bookings section using the PNR you get from Qantas? If not then maybe thats the answer.

 

[kew]

I would have thought you can add the meal later in the my bookings section using the PNR you get from Qantas? If not then maybe thats the answer.

No, being a Jetstar flight that isn't possible. I know it is not such a big deal but when you are organising something for someone else, and you know they like a meal on board it should be possible to either do it on the website or do it over the phone. I'm the travel arranger on the Qantas website but a stranger to Jetstar.