Jetstar Blues

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danielribo said:
...He was a little stumped when I reminded him he worked for an airline that doesn't sell refundable tickets...

<G> I had the opposite experience. I rang up to cancel a booking and was told "Sorry sir, Jetstar tickets are not refundable." I replied that it was a jetflex fare and got "Oh right, except those..."

danielribo said:
So exactly 5 weeks (right on the day) later, the money was returned. Seems JQ are just extending and extending this process to suit themselves. Considering all Jetstar refunds are as a result of the airlines own mistakes/changes, this kind of time frame is totally unacceptable.

Well, I'm at 7 weeks and counting. I rang 3 weeks ago and was told "it should be next week or so". I'm waiting for the full CC statement to come in at the end of this week before I go off at them.

danielribo said:
Solution - don't fly Jetstar.

A proposal I am ready to agree with. Of course, when they are the only choice, it may prove more difficult.

mt
 

JohnK

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mainly tailfirst said:
A proposal I am ready to agree with. Of course, when they are the only choice, it may prove more difficult.
There is always other choices even if JQ appears to be the only choice.

Fly any half decent airline to the closest airport to your final destination then use a combination of other lcc's, boats, trains, buses, air balloons, hire cars, taxis, rickshaws etc to get to final destination. Repeat same for return or try a different method of transport.
 

Soundguy

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JohnK said:
There is always other choices even if JQ appears to be the only choice.

Yeah, I recommend you get your own plane before going Jetstar.... (only half joking BTW).

Why did Qantas set this company up with such an un-Australian bad attitude?
 

rhjames

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The same happened to me on Jetstar a couple of weeks ago - I was charged four times for the one seat all due to some error in their system - no cancellations or anything complicated - just a simple booking. It was happening once per day - quite frightening. Each time I complained they charged me again - good tactic. Jetstar explained that one refund would go through immediately, and the other two would take 8 weeks. Luckily it was only $141 for the flight, but I am still $400 out of pocket over Christmas. 4 weeks later I haven't received any refund.

If it was a cancellation I can see some justification in delaying a refund but when it's their own stuff-up, this isn't acceptable. Fair trading here I come.

Qantas double booked me recently due to their own fault, and refunded within 24 hours.
 

Bolman

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danielribo said:
Solution - don't fly Jetstar.

BAD Attitude! BAD service!

EVeryone seems to have a horror story!

Arrived to checkin at 29mins - fine this was inside the 30 minute close window - but come-on! It was the 3rd last flight of the day Bris-Syd. No more seats available on anything sorry sir. You'll have to come back tomorow??????????????????? AND pay $50 extra for missing your flight.

I hired another car, checked into to another hotel. Cost me way more than a qantas ticket would have in the first place. grrr.... never been back. NEVER again.
 

Dave Noble

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Bolman said:
BAD Attitude! BAD service!

EVeryone seems to have a horror story!

Arrived to checkin at 29mins - fine this was inside the 30 minute close window - but come-on! It was the 3rd last flight of the day Bris-Syd. No more seats available on anything sorry sir. You'll have to come back tomorow??????????????????? AND pay $50 extra for missing your flight.

I hired another car, checked into to another hotel. Cost me way more than a qantas ticket would have in the first place. grrr.... never been back. NEVER again.

The airline has always been clear on its 30 minute deadline and that <30 minues = no travel. I cannot see how their operating as they advertise is a bad attitude or bad service. whether it was the 1st flight of the day or the last hardly matters

Dave
 

JohnK

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Bolman said:
I hired another car, checked into to another hotel. Cost me way more than a qantas ticket would have in the first place. grrr.... never been back. NEVER again.
I would hate to think what would happen when JQ is the only choice on most routes.
 

rhjames

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Arrived to checkin at 29mins - fine this was inside the 30 minute close window - but come-on! It was the 3rd last flight of the day Bris-Syd. No more seats available on anything sorry sir.

I don't know if it's possible to be on standby with Jetstar and get a seat if there is a no show. If not, I don't see how the seat can be gone. If it is I can sort of understand that all the seats are given away 29min before the flight eg some people waiting on standby, and given the last seats right on 30 min before the flight. However, I'd hope that they could bend the rules and wait a few more minutes, or do their best to find a seat. If there just aren't any, then that's the penalty of not being there well before time. If we travel with a cheap airline, I suppose we must expect the service that we pay for.

I've only flown Virgin a few times and had no problems. Anyone able to give a comparison?
 
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Dave Noble

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rhjames said:
I don't know if it's possible to be on standby with Jetstar and get a seat if there is a no show. If not, I don't see how the seat can be gone. If it is I can sort of understand that all the seats are given away 29min before the flight eg some people waiting on standby, and given the last seats right on 30 min before the flight. However, I'd hope that they could bend the rules and wait a few more minutes, or do their best to find a seat. If there just aren't any, then that's the penalty of not being there well before time. If we travel with a cheap airline, I suppose we must expect the service that we pay for.

My understanding is that the 30 minute cut off is set and no exceptions in the same manner that Easyjet uses. It is part of their business model and has been fairly well made clear on tv that that is how they work

I can't see anything really wrong with it; it is a published rule. From the JQ site

Jetstar said:
Arrive on Time
To help us get you to your destination on time we must get your flight away on schedule. To do this we will close check-in:

For Domestic Australian flights operated by Jetstar (JQ) 30 minutes before your scheduled departure
For Intra-Asia flights operated by Jetstar Asia (3K) or Valuair (VF) 40 minutes before your scheduled departure
For International flights to/from Australia operated by Jetstar (JQ), 60 minutes before your scheduled departure

Dave
 

rhjames

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Dave Noble,

I think you're right - the 30 minute rule is well publicised, and if we don't like it, pay more and fly with another airline. When I fly Jetstar I make sure I'm there an hour ahead of time. If I think there's any chance of not making it, I buy a more expensive ticket with the flexibility I need.

My only problem is getting $400 back after being booked 4 times on the same flight due to a messup in their system. 4 weeks to go!!!
 

NYCguy

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I'm always up for a bit of OneStar bashing, but I'm afraid I have to agree - if you're late for your flight, you have to cop it sweet!

Flexible fares cost a bomb, but when you're cutting it fine they pay for themselves.
 

N860CR

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I think Jetstar's "Ryanair" style policies would be easier to accept if JQ charged "Ryanair" style fares. The lowest fare, for example, SYD-HMI on JQ is $149 - could almost buy every seat on a Ryanair flight for that.

Virgin V's Jetstar? Apples and oranges. Virgin is virtually full service compared to JQ
 

Bolman

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Dave Noble said:
I cannot see how their operating as they advertise is a bad attitude or bad service.
Dave

I also believe in operating as one advertises - without rules there would be anarchy right? But it is not that at all - it is the lack of compassion under such inconvenient circumstances. "Good service" = understanding the customer.

I am talking about Brisbane airport. Where you can literally SEE through the check-in counter to the boarding lounge. Barely 30 meters away. But this person could not see beyond the length of their nose.
They should not have sent me away until the next day, that was a big no-no.
 

Dave Noble

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Bolman said:
I also believe in operating as one advertises - without rules there would be anarchy right? But it is not that at all - it is the lack of compassion under such inconvenient circumstances. "Good service" = understanding the customer.

To me , it seems that your definition of good service is that the rules should only be applied to other people. 29 minutes is less than 30 minutes and I think that consistent application of rules is a good thing and that applying the rules consistently is a good way to provide service

Dave
 

Kiwi Flyer

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Bolman said:
They should not have sent me away until the next day, that was a big no-no.

I disagree. You know the rules and expect them to break the rules just for you? Sure it would have been nice (for you) if they had broken their rules and allowed you on, but you shouldn't complain if they didn't.

If you had a higher fare ticket then maybe you would have gotten on a flight later the same day instead of next day.
 

Kiwi Flyer

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JohnK said:
I would hate to think what would happen when JQ is the only choice on most routes.

I don't expect JQ would be any more lenient or strict if they serve a route (or reasonable alternate) with QF or alone.
 

acampbel

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But not the war ....

Bolman,

I think there is one more letter you should write :-

Pen a quick note to QANTAS customer relations, pointing out that a 1-minute miss of the check-in deadline resulted in massive cost and inconvenience to yourself. You now realise the complete false economy in flying with the QANTAS low-cost carrier and so will be flying Virgin in future, as they seem to be able to balance value and service ... rather than giving you the choice of one or the other.

BTW - I will never, ever, EVER fly Jetstar. This is regardless of the BFOD policy at work and/or my need to fly the family on holidays at a reasonable rate.


Cheers,


Andrew
 
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