If you have trouble, contact Jetstar... how?

[gilby08]

All they could do was suggest we call that Melbourne number which turned out to be only a switch-through to the ticketing centre in Malaysia. The reason it cost us so much to call is that we had to wait around 45 minutes listening to the 'Your call is important to us..." messages.

You are contridicting your self a fair bit in these posts, either it was YOU at CNS airport speaking to the staff or it was your friend?
As pointed out earlier, there are 2 call centres, one in melbourne and one in malaysia, both are trained in the same products and have the same authority to do things. They are equal in everything besides the country they reside in. As i said you getting through to a Malaysian agent is only because they were the next ones that were avail to take your call..

 

[Eric George]

Gilby08, there is no contradiction. My friend went to Cairns airport to try and get a message into the system that we would be late and please arrange an alternative. We arrived at Cairns next day.

Look at the title of the post which deals with the difficulty of contacting Jetstar when there is a problem. The Ticketing call centre staff in Malaysia, and the ground staff in Singapore, are not Jetstar. They can't help at all.

My friend and I failed to talk to anyone from Jetstar about the problem. No one wanted to know. I got the impression that the lady at Cairns who met the plane might have taken our details, but when she spoke by phone with a supervisor, she just pushed our papers back to us and gave us a web site address.

No, the fundamental of doing business is that you deal with your customers. I certainly was not dealt with and I REALLY regret listening to the man who said Customer Service would 'sort things out'. They never came near me, not even to say there was nothing to be done.

 

[gilby08]

I'm not going to bother anymore, as nothing seems to be getting through to you.

But simply business are there to make money, businesses are not charity's and we don't live in a communist state.

Maybe it's time for you to actually take on some of the other members feedback on this thread and stop with your unfounded and unreasonable 'hatred' of an airline. If anything you (once again) should be livid with the other airline. Maybe take on some responsibility your self too?

 

[medhead]

Look at the title of the post which deals with the difficulty of contacting Jetstar when there is a problem. The Ticketing call centre staff in Malaysia, and the ground staff in Singapore, are not Jetstar. They can't help at all.

this is just plain wrong. They are "Jetstar" and they can help if you contact them 24 hours before hand. If you do that they can change your flight.

 

[Eric George]

Sorry to contradict you, but the ground staff in Singapore are CIAS - not Jetstar. The call centre supervisor in Malaysia told me she was not Jetstar and I should take up any issues with them, not her.

I guess you missed the earlier posts, where we found it completely impossible to call or email anyone from Jetstar proper.

 

[medhead]

Sorry to contradict you, but the ground staff in Singapore are CIAS - not Jetstar. The call centre supervisor in Malaysia told me she was not Jetstar and I should take up any issues with them, not her.

I guess you missed the earlier posts, where we found it completely impossible to call or email anyone from Jetstar proper.

Do they act on behalf of jetstar? Yes then they are agents of jetstar and hence they enforce jetstar rules. Therefore they are jetstar.

And if you want to ask No then tell me exactly how any jetstar flight can ever leave Singapore.

 

[gilby08]

Sorry to contradict you, but the ground staff in Singapore are CIAS - not Jetstar. The call centre supervisor in Malaysia told me she was not Jetstar and I should take up any issues with them, not her.

I guess you missed the earlier posts, where we found it completely impossible to call or email anyone from Jetstar proper.

Ground staff are actually SATS and CIAS, but they represent Jetstar (3K and JQ)

The call centre represent Jetstar but they are employed by Salmat - Salesforce.

These people are given authority to represent Jetstar. And if you want to speak to JQ directly you need to write into them.

This is widely done by many companies such as foxtel (salmat), origin energy (salmat), optus (teletech AFAIK), telstra (salmat), bigpond (salmat), flybuys (salmat), Department of Education and Training (salmat). AirNZ in Australia - QANTAS, Emirates - Toll DNATA, Malaysian Airlines in Australia - Menzies, I can provide more examples if needed?

And even the ground staff at CNS are JQ empoloyed and not contractors.

 

[gilby08]

I guess you missed the earlier posts, where we found it completely impossible to call or email anyone from Jetstar proper.

And this would get you no where, as it is not the airlines issue that you had to purchase a new ticket, nor any airlines issue for that matter.

 

[drron]

So you had a weather delay at ULN.You were flying MIAT.JQ flight was from SIN.Couldn't get satisfaction from JQ agents in SIN.No internet.
Problems-i didn't find it hard to get addresses of internet cafes in Ulaanbataar.
_MIAT doesnt fly to SIN,so you must have gone via an intermediate airport-PEK,NRT,KIX certainly have internet available.
-By the time you reached SIN you had missed your plane so what were JQ agents to do-your fare was already forfeited.
-even if you had got on to jetstar.com and changed your flight time you have to pay a fee plus any change in fare.So if your new ticket was 3.5 times the original you would have to pay 2.5 times original plus penalty to change.Wouldn';t have been much different.
Should have taken notice of JQs Conditions of Carriage-

<H2>3.3 Travel Insurance

Our liability to you is limited and it is recommended that you purchase travel insurance, which can cover things like:

• changes in travel plans and travel cancellation
• medical and hospital expenses
• personal injury and death
• delayed, damaged or lost Baggage and other items
• missed flight connections and additional expenses.

</H2>

 

[JetLagged]

I think, to summarise, that we are all in broad agreement that:

1. Every sensible traveller has travel insurance, regardless of which airline they are flying
2. The problem in missing the flight was not the fault of Jet* but the fault of the first carrier
3. Jet* representative did make a mistake in saying everything will be fixed up, when Jet* had no legal, moral or any other imperative or requirement to do so
4. And, finally, in this day and age of heightened security concerns, are you really surprised that an airline was not willing, let alone legally not able, to take 'advice' from a person who is not named on the tickets involved?

 

[Eric George]

To summarise, I got into trouble in Mongolia and found it completely impossible to communicate anything meaningful about it to Jetstar. They did talk me into spending more money with them, but their subsequent behaviour showed they did not give a monkey's about me and my problems.

It seems we have some people here who, for whatever reason, are strong, single-minded advocates for Jetstar and their business model. Fine - they can keep flying Jetstar and I hope they never find themselves in my situation.

For the rest of us, I would recommend booking with a proper airline. The cost is little different - if at all - and you have some hope that Customer Service means what it says.

 

[samh004]

In our case, we knew there would be a problem 30 hrs in advance - but if Jetstar does not let you talk to them, what can you do?

Even if you had contacted them, they probably wouldn’t have changed your original flight, and you might have been able to buy the same ticket slightly cheaper, but 30 hours out I think it’d be a very similar price.

If you booked a full flexible ticket, then that might be different.

 

[NM]

I think all has been said for both sides of the "perspective" and as this thread is going nowhere I am going to close it for the time being. If the OP wishes to provide any further information regarding his follow-up with JetStar or his travel insurance company, or if anyone has specific relevant information for this situation, then please send a PM to me or any of the moderators and we will re-open for posting of further information.