Jetstar change of flight! [Asked to pay more on 'phone after website fail]

[highland]

Attempted to change my flight to another date online(ticket allowed this). Each stage of the process was okay until I came to the payment section. This is where an error occurred. No problems, I contacted the virtual chat which led me to the online customer service. The operator said she was able to fix the problem and continue the change. Great! until she told me the price which was twice as much as I had on my screen. I asked why this was the case. This was the reply.
The rates online is lower since it is self-managed but prices there are not guaranteed. What's good about making the changes through me is that I can guarantee that the changes would be made with no further errors, convenience and a guaranteed price."
Wow! I found this outrageous! there was a problem with the online booking so I had no choice but to go through customer service who wanted to charge double! I declined her offer and logged off. I logged back in and this time the payment went through no problems.

 

[MEL_Traveller]

Attempted to change my flight to another date online(ticket allowed this). Each stage of the process was okay until I came to the payment section. This is where an error occurred. No problems, I contacted the virtual chat which led me to the online customer service. The operator said she was able to fix the problem and continue the change. Great! until she told me the price which was twice as much as I had on my screen. I asked why this was the case. This was the reply.
The rates online is lower since it is self-managed but prices there are not guaranteed. What's good about making the changes through me is that I can guarantee that the changes would be made with no further errors, convenience and a guaranteed price."
Wow! I found this outrageous! there was a problem with the online booking so I had no choice but to go through customer service who wanted to charge double! I declined her offer and logged off. I logged back in and this time the payment went through no problems.

They can charge you a phone assistance fee. But they shouldn't be charging you that if it is their error. As you were able to log back in a book it seems unclear where the error was?

 

[highland]

I agree with them charging you a small fee but to charge double! .. There was an error number which I don't have copied. I just did not like the fact that this person was trying their hardest for me to book through them. I wonder if it is 3rd party?

 

[mannej]

Just to get some context, how much are we talking about here?

 

[JohnK]

They can charge you a phone assistance fee. But they shouldn't be charging you that if it is their error. As you were able to log back in a book it seems unclear where the error was?

I had similar issue. The JQ person on chat said it was my browser causing the issue not JQ website and would not waive assistance fee. I declined and tried again and this time it worked.

JQ customer service can be woeful.

 

[highland]

Just to get some context, how much are we talking about here?

It was $270 online with chat service $495. No zillions but it annoyed me.

 

[MEL_Traveller]

It was $270 online with chat service $495. No zillions but it annoyed me.

Oh. wow. That is outrageous!

 

[highland]

I know right! I would rather save the dollars and join as a gold member here!

Oh. wow. That is outrageous![/QU

 

[ethernet]

JQ website is very bad. Chat attendant shelled out $50 for my loss, but I rebooked at a higher price so JQ is ahead anyway.Any the operator wont admit any browser issues, and say it was up. As a compter professional I gave the specific page codes, but they were not interesting in reporting and packing the issue to the IT guys. any one got a direct email to I can email in the specifics. Many threads saying site is hopeless.

I suspect the real cause is most mobile phones/browsers have cough security with popup assistance, and my home desktop is fairly well secured from sites that want to mine data. Cookies were allowed. Must have frames for Jess Chat and popups. But Jess FAQ has no technical specifics. This time I use Chrome under Win7. Bottom line I suspect IE scripting was hardcoded into their new booking engine AND lost context of the browser string. Lazy gits.

So said there are about 20 or so core browsers that must be catered for. So I guess logging and screenshots deserve more $50 vouchers. But for me my time is worth more unless I am really mad with them.

 

[MEL_Traveller]

JQ website is very bad. Chat attendant shelled out $50 for my loss, but I rebooked at a higher price so JQ is ahead anyway.Any the operator wont admit any browser issues, and say it was up. As a compter professional I gave the specific page codes, but they were not interesting in reporting and packing the issue to the IT guys. any one got a direct email to I can email in the specifics. Many threads saying site is hopeless.

I suspect the real cause is most mobile phones/browsers have **** security with popup assistance, and my home desktop is fairly well secured from sites that want to mine data. Cookies were allowed. Must have frames for Jess Chat and popups. But Jess FAQ has no technical specifics. This time I use Chrome under Win7. Bottom line I suspect IE scripting was hardcoded into their new booking engine AND lost context of the browser string. Lazy gits.

So said there are about 20 or so core browsers that must be catered for. So I guess logging and screenshots deserve more $50 vouchers. But for me my time is worth more unless I am really mad with them.

This happened to me on my recent booking. Website wouldn't take payment. Used chat and the fare was (a) more expensive and (b) was offered the $50 by way of compensation.

When I returned to the booking page during on line chat the fare had jumped to a much higher level than the chat agent was offering me (which in turn was $100 or whatever more than I orgininally saw if for).

I declined the agent's assistance and the agent said they would 'cancel' the booking they had created.

Once chat terminated, the much lower fare was available again, this time with 2 seats.

I suspect the chat agent actually booked multiple seats to force a higher fare so that I would take their offer. That is the only explanation for the fare zeroing out while on chat, but being available for multiple seats once the agent cancelled their booking.

 

[AustraliaPoochie]

You want a JQ "manager's/boss's" email address or some high up at JQ's email address.
Personally, not worth it/Best of luck!
Kudos for trying, but it will be near impossible.
Somewhere in the training process, and I bet it would be ingrained into all JQ contact centre staff/agents/robots, is to never give out any "live" JQ email addresses.
If you go and read "don't fly jetstar" you will see my sentiments.
And yes, I have flown JQd/JQi (dom pax), and I promise myself, never again.

 

[GoldCanyon340]

And yes, I have flown JQd/JQi (dom pax), and I promise myself, never again.

I'm in the '99% will never fly JQ' camp. Got bargain basement ADL-DPS return fares two years ago and bit the bullet for a long weekend. Mrs 340 and me had the only spare seat in the 3-3 layout both ways.