I have to vent with my experiences with Jetstar in this difficult situation.
I had booked a return flight in business with the business max option MEL-DPS to attend a medical conference. The outbound flight was threatened to be cancelled by the volcano but thankfully I made it into Bali.
Coming back there was lots and lots of flight cancellations from across many airlines since Thursday 9th July. My scheduled flight was supposed to be on Sat 11th July and unfortunately my flight was cancelled. Here started the numerous problems.
1) The jetstar website released a press release saying that my flight was cancelled on Friday night. I called them and was told my flight was definitely NOT cancelled and that I should not need to make arrangements to extend my stay. You would think something as important as a press release should filter down to the telephone staff? I did not book an extra room at my hotel and assumed my flight was going ahead. The next morning I received an email saying my flight was cancelled.
2) I logged in online and was given the option to cancel and get a credit voucher or to reschedule, the earliest flight was 23rd July (12 days later). So I called the call centre and they said that there's nothing they can do. I asked that if I take the 23rd would I be put on an earlier flight if one came available. I was told 'I'm sorry sir the earliest flight is on the 23rd'. There were no other re-routing options either and I was happy to fly economy. So I said I'll have a think about what I want to do.
3) The next day I checked my booking online and the options to reschedule my flight or cancel had been removed from the booking! I had to call the call centre (again) to be told that the next available flight was 17th July via a 3 stop flight. At this stage I had to cancel operating lists and appointments for many of my patients as I couldnt get back. No sympathy from Jetstar. I then specifically ask Jetstar 'If I take the 17th and another relief flight comes up before hand will I be waitlisted for an earlier flight?'. I was given a resounding reply in a rude manner 'NO. We are offering you a suitable alternative and once you agree to this, it is final and there can be no changes. You will not be wait listed for an earlier flight or onto a relief flight'
I find this utterly disappointing and am appalled by the customer service, lack of communication and general lack of knowledge Jetstar had. Fair enough I was fortunate enough to be able to fly on a business ticket and be a Platinum QFF (and on the way to P1 this year) but those factors shouldnt affect rerouting a situation like this but there was a general lack of sympathy that I've had to cancel the operations of several patients not to mention the clinic appointments of many more. I can understand everyone is desperate to get home, heck I have young kids left alone at home with their mother, but they had no sympathy or understanding for the knock on effect this has had on many people under my care, fortunately I was able to arrange some alternative arrangements with other colleagues who had semi urgent medical conditions who couldnt wait.
The story ends in that I flew Jakarta (there are like 16 domestic flights a day so the chance of getting out were higher). In Jakarta I called Qantas and they arranged a flight for me home within 10 minutes of calling them.
Jetstar, you have completely disappointed me with your lack of concern for the well being of my patients. Fortunately no one had an adverse outcome for having their treatment delayed.
I had booked a return flight in business with the business max option MEL-DPS to attend a medical conference. The outbound flight was threatened to be cancelled by the volcano but thankfully I made it into Bali.
Coming back there was lots and lots of flight cancellations from across many airlines since Thursday 9th July. My scheduled flight was supposed to be on Sat 11th July and unfortunately my flight was cancelled. Here started the numerous problems.
1) The jetstar website released a press release saying that my flight was cancelled on Friday night. I called them and was told my flight was definitely NOT cancelled and that I should not need to make arrangements to extend my stay. You would think something as important as a press release should filter down to the telephone staff? I did not book an extra room at my hotel and assumed my flight was going ahead. The next morning I received an email saying my flight was cancelled.
2) I logged in online and was given the option to cancel and get a credit voucher or to reschedule, the earliest flight was 23rd July (12 days later). So I called the call centre and they said that there's nothing they can do. I asked that if I take the 23rd would I be put on an earlier flight if one came available. I was told 'I'm sorry sir the earliest flight is on the 23rd'. There were no other re-routing options either and I was happy to fly economy. So I said I'll have a think about what I want to do.
3) The next day I checked my booking online and the options to reschedule my flight or cancel had been removed from the booking! I had to call the call centre (again) to be told that the next available flight was 17th July via a 3 stop flight. At this stage I had to cancel operating lists and appointments for many of my patients as I couldnt get back. No sympathy from Jetstar. I then specifically ask Jetstar 'If I take the 17th and another relief flight comes up before hand will I be waitlisted for an earlier flight?'. I was given a resounding reply in a rude manner 'NO. We are offering you a suitable alternative and once you agree to this, it is final and there can be no changes. You will not be wait listed for an earlier flight or onto a relief flight'
I find this utterly disappointing and am appalled by the customer service, lack of communication and general lack of knowledge Jetstar had. Fair enough I was fortunate enough to be able to fly on a business ticket and be a Platinum QFF (and on the way to P1 this year) but those factors shouldnt affect rerouting a situation like this but there was a general lack of sympathy that I've had to cancel the operations of several patients not to mention the clinic appointments of many more. I can understand everyone is desperate to get home, heck I have young kids left alone at home with their mother, but they had no sympathy or understanding for the knock on effect this has had on many people under my care, fortunately I was able to arrange some alternative arrangements with other colleagues who had semi urgent medical conditions who couldnt wait.
The story ends in that I flew Jakarta (there are like 16 domestic flights a day so the chance of getting out were higher). In Jakarta I called Qantas and they arranged a flight for me home within 10 minutes of calling them.
Jetstar, you have completely disappointed me with your lack of concern for the well being of my patients. Fortunately no one had an adverse outcome for having their treatment delayed.
