Jetstar complain

[chrus]

I wanna send it to Jetstar airline but I can't take a email adress. Do you know it? plz tell me!!

Dear, Jetstar Customer Relation

I am writing to report an incident that occurred during check-in for flight on 31/MAR/2009 between 9:00AM to 10:30AM in the Sydney airport Jetstar check-in desk and the customer service desk.

My name is KIM. I'm Korean.
I can speak English but It’s not perfect. Please keep until reading all done.

I was a passenger on my travel from Bangkok to Sydney (JQ30) on 15/MAR/2009 and Sydney to Bangkok (JQ29) on 31/MAR/2009.

This time was my first trip by Jetstar airline. My first impression about Jetstar airline was nice. I took your airline from Bangkok to Sydney (JQ30). I liked that every crew was kindly and made comfortable to me but it had broken by your crew.

I would like you know that I have been many countries, cities and airports.
So I have many an experience like this situation but I never complain to any company. I even thought that I reminding to me in the rule, for security, misconception, someone bad feeling or just unlucky.

However, this case is so different for me. Maybe you think that I got even a bad feeling. I checked that I’m wrong or not. Maybe happening is from Australian's culture. I visited or called many place include the Jetstar airline office in Bangkok and the Embassy of Australia. I asked their opinion that their said to me should connect to your company. Finally, I write down now a first complain letter in my life.

Let me explain to you..
On 31/MAR/09 I arrived airport around 9:00AM. I just went to check-in desk. But I couldn’t check-in. Check-in crew (after she) was not allow check-in. Main reason is I hadn’t air ticket a leave Bangkok. She said to me. "You have to buy a ticket because you have not a Visa" Simply she sad to me If I have not a air ticket for leave Bangkok. I can't go to Bangkok.

She recommended buy a ticket from Bangkok to Korea by Qantas airline after that refundable in Bangkok. If I can be a 100% money back to me. That is not a problem. May I buy and check-in. but she didn’t say to me about canceling fee. She said about 'Full refundable air ticket. So I asked about lost my money. Her answering was "Can you see? Qantas desk is over there.." I asked another questions about lost money and other way. But her answering was same. "Can you see? Qantas desk is right there.."
She didn’t try to even hear my questions.

And then She said to me "This is check-in desk, I can’t help you" And she said “Next!!” Maybe her meaning was shut up and go ahead to Qantas desk. I had to leave check-in desk for another customer...

I would like to know that why I have to buy ticket to leave Bangkok because I didn’t want to lost my money. I went the customer service desk and I asked same questions. There are close to the check-in desk at same area. And I told an experience about same case on other airline and airport. I have many times a passing Thai Immigration that I didn’t bring return ticket. In that time I didn’t show up a ticket.

My experience about I hadn’t bring a return air ticket.
- Seoul(ICN) to Bangkok(BKK) by Korean Airline on 31/OCT/2008
- Seoul(ICN) to Seattle(SEA) by Korean Airline on 29/MAY/2007
- Paris(CDG) to Bangkok(BKK) by Emirates Airways on 13/JUN/2008
- Bangkok(BKK) to Kualalumpur (KUL) by Thai Airways on 23/APR/2008

Specially, I had living in Thailand for 18month already. Thai Immigration interesting about who can leave Thailand. It’s not even air ticket.
Because, many traveler use to by way in-out on a border crossing. Usually, There is not bring air ticket for leave Thailand. (ex. Thailand - Laos, Thailand - Cambodia, Thailand - Malaysia. So, I can use by way Thailand - Laos - China - Korea or opposition)

Simply, Her answering was "It is rule"

So I was stop asking and went to buy a ticket Bangkok to Sydney by Qantas airline.(Qantas staff was so kindly and always smiling it made feel better to me)

May finished here I didn’t write down now. I met third person that was great. I got a feeling about racial discrimination.

I visited customer service desk again. I like to certainly understand that Why I have to spend money that I didn’t need. When I walked close to the customer service desk third person was look at me. She stayed alone. I asked for want to see a rule book. She was not allow simply don’t need. I asked again “I am your customer. right?” she said “I don’t know who you are. You just come here and ask….” but before she saw my passport and not allow check-in and first time when I visited the customer service desk that she stayed beside. So she saw me before.

But I didn’t care about that. I just interested about rule. I show up my Jetstar E-ticket. She saw my paper not over 2 seconds.(Meaning is She don’t need seeing my ticket) And told me about I have to buy a ticket for leave Bangkok. I bought already. I just interested about rule. And she said. It’s not airline rule. It’s Thai government rule. She suggested. I am going to near computer and search a Thai government web site. If rule from Thai government, how to explain before my experience.

I still can not understand why I have to buy a leave Bangkok ticket. I couldn’t understand her English because her speaking was so fast and many sentence. I could hear even a “go to computer and surf the internet”. I asked “Can I recording your voice explain for understanding” She was look so angry and she said “You can’t any recoding…. It’s illegal”. She look at me like that I’m a criminal. Actually, she was a scary me. I asked her name but She gave to me only “SIM” I asked full name. She said “I don’t need to give to you” and I asked “I am your customer. right?” She didn’t answer again. I asked again “why don’t I get your full name?” She shout for another customer “Can I help you!!!” with smiling. That customer was not arriving at desk. after that, She didn’t look at me any more. I just look at that she talked with another customer. I felt that I was not stand there. So I even could to do leave a Jetstar customer desk because I’m not customer.

I met a three Jetstar crew in Sydney. No one said to me “Can I help you”, “I’m sorry”, “Can you…”, “Please…” and I couldn’t see any Smiling.
Also, my questions met with disregard and they are arrogant toward me.
Everybody higher then me and nobody thought that I’m a customer.

I still want to know that…
- Why couldn’t I hear an exactly reasons.
- Why couldn’t I hear “Can I help you. Can you, Sorry, Mr, etc…”
- Why are they even too self-importance to me (for other customer was so kindly).
- Why couldn’t I see a smiling? (Maybe I am yellow monkey)
- Why had I to spend my money. Is it what kind of rule and where are from.
- Is it normal in Australia?
- Are your crew unlike a Korean or racial discrimination?

At Bangkok airport, I didn’t show up an air ticket for leave Bangkok and I was passing safety. I didn’t need. I just lost my money for canceling fee.

I write down that I try to make simple. In true, there are have more action. If you want that I can tell you more.

I am waiting for your answer.
If you don’t any reply, I will try to get answer using another way.
[FONT=&quot]I hop so that when my friends ask to me about Jeststar. I would like to say ‘It’s nice airline’. Thank you for reading.[/FONT]

 

[Saab34]

Im confused. You bought a ticket Bangkok-Sydney-Bangkok in one booking?

You cant email Jetstar, they dont have this option. You can only really mail this complaint to the airline at:

Jetstar Airways
GPO Box 4713
MELBOURNE VIC 3001

Might take months before you get a reply

 

[oz_mark]

It is my understanding that Thailand require a confirmed onward tickets for some travellers, and not so long ago Thailand was checking this. It is largely up to the airlines to enforce, and if you arrive in Thailan without the right documentation, it is Jetstar that has to fly you out.

If this is not aplicable to you, I can only think that they have not identified correctly which visa you are travelling to Thailand with.

 

[gilby08]

First off SYD internation Jetstar checkin is outsourced to QANTAS (soon to be aerocare).

Second, it is a requirement that passengers have proof on onward travel., if not, they will deny boarding until you can prove that.

 

[Evan]

I am a little confused and i am not aware of the situation in Thailand but many countries do have a requirement that you have a return air ticket to leave or they may not grant you access, An airline must enforce for there own good that you have a visa or return tickets or whatever is required else if they land you there and you are not allowed to enter they are fined a lot of money.

This is the reason for example airlines at check-in will always check if you have your visa for China is on a passport that requires this.

I know in Singapore it is a requirement that you have a way to exit, eg next onward/return ticket however i have never been asked myself but i did investigate it is a requirement for them.

 

[gilby08]

- Why couldn’t I hear an exactly reasons.

Becasue it's a thailand requirement

- Why couldn’t I hear “Can I help you. Can you, Sorry, Mr, etc…”

They probably did..

- Why are they even too self-importance to me (for other customer was so kindly).

Maybe you were giving them a hard time?

- Why couldn’t I see a smiling? (Maybe I am yellow monkey)

I highly doubt they wern't smiling b/c you are asian

- Why had I to spend my money. Is it what kind of rule and where are from.

You havd to buy another ticket due to thailand VISA restrictions

- Are your crew unlike a Korean or racial discrimination?

Lol nearly every on board Jetstar crew these days are asain anyway. Including Japanese, Singaporian, Thai, Cantonese, etc etc

 

[oz_mark]

I know in Singapore it is a requirement that you have a way to exit, eg next onward/return ticket however i have never been asked myself but i did investigate it is a requirement for them.

I was required at checkin for a KUL-SIN flight once to provide my onward journey details.

 

[one9]

1. When travelling to Thailand on a one way ticket, according to Thai immigration rules you need to have a onward ticket out of Thailand. It reality Thai immigration staff very rarely check this. However the airline is entitled to ensure that you do have an onward ticket out of Thailand as the airline will lose money if Thai immigration deny you entry to the country because you don't have an onward ticket. Recently, Qantas, Britirish Airways & Jetstar are enforcing this requirement for one way tickets to Thailand. If you really don't want to buy an onward ticket, just make one up using a previous e-mail confirmation from a low cost airline (airasia etc) and change the details to a real flight.

2. It seems that whilst the Jetstar check in agent was correct in telling you that you need an onward ticket, she did so in a rude manner. It is not necessarily racism, but more likely that she does not have the time or patience to deal with someone who has not great english. She is not going to go out of her way to speak slower or repeat herself. Australia does not have the same service standards as many Asian countries. Australian customer service is a lot less quality controlled and you will experience both really good customer service staff and really poor customer service staff. You will notice the same with Qantas staff. Some Australian staff (especially female) will speak rudely and demonstrate attitude that would virtually never be experienced when dealing with Asian staff in similar positions. This is maybe a cultural difference and also comes down to how much respect is given to a customer in different cultures.

3. Sending your letter to Jetstar will not get much response. Your letter is not clearly written and shows that you don't understand the Thai immigration requirement of having an onward ticket if travelling on a one way ticket. I would suggest re-wording your letter to concentrate on the unproffessional conduct that you experienced by the check in staff member.

 

[Evan]

one9, i think that is well worded and thought out reply

I was required at checkin for a KUL-SIN flight once to provide my onward journey details.

This is why i am always prepared... or was always prepared... now i have a green card and a special stamp in my passport that means i wont be getting asked that question again.

A lot of countries have these requirements, the problem is most people although not intending to over stay or stay illegally don't think about it and it becomes a huge shock if asked for it and they never imagined they needed such proof.
Almost without fail i am asked in Australia for CN visa if my ticket involves travel to China.

 

[vet]

Your letter is long winded and difficult to understand.

Write a SHORT letter to Qantas and Jetstar explaining the Qantas ticket was represented as fully refundable because Jetstar and Qantas staff were helping you save your trip by meeting thai immigration laws. Ask for the cancellation money on that basis, imo.

If you want to complain about staff, don't. Whilst you held up queues bleating about rule books, they helped you save your trip, get most of your Qantas fare refunded, avoid a full fare flight from Sydney to Korea,, and avoid interviews with Immigation. Send them flowers.

 

[Sudsi]

it is correct what the Jetstar check in agent did... the airline will be fined $5000 if they check you on without a visa to the country you are going to... they are very strict. She was correct, but obviously it wasn't treated well. I hope you still had a wonderful holiday.

 

[chrus]

it is correct what the Jetstar check in agent did... the airline will be fined $5000 if they check you on without a visa to the country you are going to... they are very strict. She was correct, but obviously it wasn't treated well. I hope you still had a wonderful holiday.

Thank you for your posted,

If She was correct, why didnt tell me about fined $5000 ?

 

[Evan]

Thank you for your posted,

If She was correct, why didnt tell me about fined $5000 ?

It is possible she did not know ? just knew that you had to have the visa or a ticket. But not know the real reason why. Some people just do there job, not take an interest why thing are the way they are.

 

[chrus]

wow~ so quickly~ (^o^)

I would like to ask one more thing... I dont need to send this mail?

Am I wrong that I want to complain?

 

[chrus]

Im confused. You bought a ticket Bangkok-Sydney-Bangkok in one booking?

Yes, I bought a ticket BKK-SYD-BKK in one booking

 

[Sudsi]

Thank you for your posted,

If She was correct, why didnt tell me about fined $5000 ?

I don't think it's something they advertise, but she could lose her job if her visa procedures are not correct. It is part of international travel procedure.

 

[munitalP]

I don't think it's something they advertise, but she could lose her job if her visa procedures are not correct. It is part of international travel procedure.

Welcome to AFF Sudsi

wow~ so quickly~ (^o^)

I would like to ask one more thing... I dont need to send this mail?

Am I wrong that I want to complain?

chrus, consider everything that has been said so far in this post especially in regards to the staff.

I disagree with the post regarding lower quality customer service in Australia or by Australian companies. The difference between Australia CS and others is there is less consideration for rude or hostile people.

Your written English is poor, however, that does not mean your spoken English is poor, and hostility is something regardless of which language you speak will show through.

The cultural differences between Australia, Korea or Thailand and the way this lady acted does not mean she is racist nor does it mean she thinks you are a yellow monkey, however, she will treat you with contempt if you do so to her. In Australia, the woman does not bow to the man - something which I have found from experience in working very close with a particular Korean gentleman over a period of time he didn't understand.

If you still wish to complain to JQ, go find a native english speaking person and ask them to help you compose your letter. At the moment it is difficult to understand, is too emotional and remove the insults - the yellow monkey statement etc...

I think you need more than luck here, but good luck anyway.

Finally, I don't believe you have a case, and I don't think you should be complaining for something which seems to be lost in translation or understanding, and importantly, the service person was correct in what they were saying.

Mr!

:-|

 

[vet]

Ingrate.

Chrus didn't do his research on visas, didn't like the answer, and pushed pushed pushed counter staff to prove they're right.

Now he's unhappy they helped him get back to Bangkok instead of hauling him off to Immigration for deportation from Sydney.

Send them flowers for saving your trip.

 

[Dave Noble]

Am I wrong that I want to complain?

In my opinion, you are indeed wrong in wanting to complain.

The staff were perfectly correct in that you have an onward ticket in order to be eligable to enter Thailand.

Dave

 

[chrus]

before, I was travelling at Europe.

I just bought ticket Bangkok-Paris-Bangkok in one booking.
In that time, I didnt bought onward ticket but I could come to bangkok.
It is how to explain?

In australia culture. cs staff is not give a full name to me.
I asked but she didnt give to me.