Jetstar bundle shrinkage

[Skoogle]

Hello everyone,

Back in April, I booked Sydney to Honolulu return for my mum. Being in running for son-of-the-year, I added all the extras. The original itinerary has a section that it is a JetPlus fare saying that 20kg checked baggage, meals, personal video on demand and comfort pack are included.

Today, I selected her seating and another itinerary arrived via email. The fare is now 'Starter Plus' with 20kg of baggage. The Jetstar website says entertainment and comfort pack are extra $ for Starter Plus. Neither the new itinerary or the online booking make a reference to the other extras being included.

The Jetstar call centre said that all extras are still included, but were unable to provide documentation for it. The best they could do was add a note for the check-in agent.

Has anyone experienced the transition of the old to new bundles?

Thanks

 

[Qld4101]

I have also had a similar issue with a booking - I had booked starclass prior to them changing ticket types. When I checked later the details had been changed to no QF points, No lounge (not an issue am WP) and no luggage on domestic connectors.
After speaking to their call centre a number of times and each time being given a different answer, the most consistent answer seemed to be very much along the lines of; it is included, we know about it, but it won't show on your itinerary!
I'm not sure why if they are included they do not show!

At this point I have given up on it and will see what transpires at the airport - I do have my original itinerary that shows all inclusions and will take that one with me.
Good luck with your one.....

 

[ozbeachbabe]

AFAIK, for the cabin crew to provide any extras, the 4 digit SSR (special service request) code for those items has to appear on your boarding pass which would also appear on the flight manifest.

Sounds like a lot of pax will miss out on services have have paid for under the previous fare rules but travel after the new ones have been introduced.

I would travel with as much documentation as possible supporting what you have paid for although I don't know if that would really be any use as if your paid item has not been loaded on to the flight, you're not going to receive it.

I guess a question for JQ would be at what point comfort packs, prepaid meals etc are loaded on to the plane ie if it's in the booking & on the manifest your item will have been loaded vs if you paid for it under the old scheme but it's not reflected on the new one you'll miss out.

Just another example of introducation of 'enchancements' totally stuffing up people's plans because management don't have the nouse to foresee the consequences of their actions.

 

[Mal]

AFAIK, for the cabin crew to provide any extras, the 4 digit SSR (special service request) code for those items has to appear on your boarding pass which would also appear on the flight manifest.

I suppose this is one check you could make when getting your boarding pass - assuming you know the correct codes. I know a couple of them, but don't know the one for "Luggage", "Feed Me", "Entertain Me", "Hand me a blanket".

Anyone flown recently?

 

[anchew]

Hi Skoogle,

According to Jetstar website Booking changes | Jetstar you'll still get what you paid for:

What if the new fares don’t offer the same as my old fare, do I still get what I paid for?
Yes, we will change you to a fare that gives you what you originally purchased with your initial fare. The only difference you will notice will be what the fare is called and how certain things are displayed on your itinerary.

 

[oz_mark]

Just another example of introducation of 'enchancements' totally stuffing up people's plans because management don't have the nouse to foresee the consequences of their actions.

Why do you say this is due to management not having nous? It was documented that all entitlements will transfer across to the bookings, so it's not like it wasn't thought about. Now they may be coded differently, which is stopping the latest itineraries from displaying, but that could just be an implementation issue. If the call centre can see the information, it must be in the booking somewhere.

 

[docjames]

Just another example of introducation of 'enchancements' totally stuffing up people's plans because management don't have the nouse to foresee the consequences of their actions.

They don't care. They make a few extra (short term) $$. :evil:

 

[ozbeachbabe]

Why do you say this is due to management not having nous? It was documented that all entitlements will transfer across to the bookings, so it's not like it wasn't thought about. Now they may be coded differently, which is stopping the latest itineraries from displaying, but that could just be an implementation issue. If the call centre can see the information, it must be in the booking somewhere.

Generally the decision makers, usually management don't realise (or care) about the ramifications when something that should happen doesn't as many have come from marketing roles in different industries & have little or no experience in aviation. Take someone like James Strong who knew a great deal about customer service.

With the new bundles & fare conditions, entitlements are supposed to transfer across but if they're not reflected on the itinerary chances are they won't be reflected on the manifest which is what cabin crew use to determine who has paid for what.

So the end result is cabin crew at the coal face can't supply what has been paid for and have to deal with angry passengers.

 

[tuapekastar]

Why do you say this is due to management not having nous? It was documented that all entitlements will transfer across to the bookings, so it's not like it wasn't thought about. Now they may be coded differently, which is stopping the latest itineraries from displaying, but that could just be an implementation issue. If the call centre can see the information, it must be in the booking somewhere.

It really should be crystal clear in the OP's case (hello skoogle ) when the new itinerary arrived that the 'extras' were still included, and this fact documented. Otherwise uncertainty develops in the passenger's mind. We all know that 'if it's not in writing, it didn't happen', and it's often too late at the airport to sort things out if there is an issue.

Things may well turn out just fine (and I hope they do), but I would be much happier checking in with documented proof (in the current itinerary) of what I have purchased. Nous would have seen the new itinerary clearly documenting the paid-for extras.

 

[ozbeachbabe]

It really should be crystal clear in the OP's case (hello skoogle ) when the new itinerary arrived that the 'extras' were still included, and this fact documented. Otherwise uncertainty develops in the passenger's mind. We all know that 'if it's not in writing, it didn't happen', and it's often too late at the airport to sort things out if there is an issue.

Things may well turn out just fine (and I hope they do), but I would be much happier checking in with documented proof (in the current itinerary) of what I have purchased. Nous would have seen the new itinerary clearly documenting the paid-for extras.

Nevermind once onboard an aircraft.

 

[oz_mark]

With the new bundles & fare conditions, entitlements are supposed to transfer across but if they're not reflected on the itinerary chances are they won't be reflected on the manifest which is what cabin crew use to determine who has paid for what.

While that is an issue that management should fix, I don't believe that it was of their making. They intended that the information would go across, so, in this case, so it was something that was recognised and should have been dealt with. Management quite clearly knew what they had in mind, and had the nous to do it. If they failed, it was ensuring it was documented correctly on the new itineraries.

 

[Danger]

Is it just me or has there been a relatively recent change where the plus bundle now does not include 20kg of baggage?

 

[oz_mark]

Is it just me or has there been a relatively recent change where the plus bundle now does not include 20kg of baggage?

I don't think they have ever since the retructure. The old JetPlus ones has baggage migrated across, but I don't belive the StarterPlus bundle ever had it by default.

 

[ozbeachbabe]

Is it just me or has there been a relatively recent change where the plus bundle now does not include 20kg of baggage?

AFAIK baggage was never included. When you do a JQ booking their booking engine defaults to include 20kg off baggage at a charge of $18.00 which is on top of the fare you paid. It's probably not a bad idea as otherwise I thinik people would forget to select this option when they want checked baggage resulting in extra fees when checking in bags at the airport.

When I did a JQ booking to CNS last year I had to de-select this option as I was travelling with hand luggage only. I selected the plus bundle which was $11.00 at the time IIRC which includes one free date/time change subject to the same fare being available, basic seat selection (excludes up front seating or exit row seating) & QF ff points & SC.

Take care with the travel insurance bit as this was automatically selected & despite thinking I'd de-selected this option I ended up being charged for it.

If there's been any change, I think the plus bundle may have increased as I'm sure a BNE/CNS fare now attracts a Plus Bundle option of $25.00 whereas it was $11.00.

 

[Danger]

Right. Thanks all.