Jetstar complaint resolution timeframe

[stredinnick]

Hello all, flew with Jetstar and paid for an exit row. Attempted check-in via phone txt msg however the scanner was not working. Desk staff issued me with another boarding pass. It was only upon the aerobridge that I noted my seat was reallocated as well, from 13 (exit) to 8.

Not really a huge deal on a 1.5 hour flight, but they did charge me for it. My issue is, how long will it take for them to actually respond? Lodged a phone complaint the following day, and have since lodged three online feedback forms over the past two weeks. Still waiting for any sort of response or acknowledgement. Thank you.

 

[Moopere]

My issue is, how long will it take for them to actually respond? Lodged a phone complaint the following day, and have since lodged three online feedback forms over the past two weeks. Still waiting for any sort of response or acknowledgement.

I've no personal experience with this situation and JQ, but if the multitude of complaints on this forum can be believed you probably won't get a response at all. The general theory from several folk, including myself, is to diarise your contact with JQ making sure you keep copies of emails and phone conversations. After 1 or 2 tries with no satifactory answer (and no, 8-12 weeks to respond is not satisfactory), chargeback your credit card.

Note that you cannot do partial chargebacks, you must do the full amount. The theory goes that you have paid for services not delivered and though the carriage part of the contract may well have been delivered the full contract of sale was not.

In the fullness of time JQ will notice the chargeback and get in contact with you about payment options. Don't leave your money with them while they faff about, get your cash back, and await further discussion from them. Its not as if you don't want to pay at all.

 

[stredinnick]

chargeback your credit card.

.

Thanks. I'd definitely do this if it were a personal expense, however it was put through my corporate ccard. It may just create a headache for accounts. I'll start diarising madly though!