Jetstar customer guarantee

[Michael Jetstar]

Check out the youtube clip featuring Jetstar CEO Bruce Buchanan talking about Jetstar’s new customer service charter. youtube.com/jetstarairways

Jetstar is the first airline in Australiasia that is guaranteeing to deliver on high standards of customer service.

 

[jaffa]

Jetstar Makes Customer Compo Pledge

Budget airline Jetstar is promising to give customers what they paid for.
The charter, called the Jetstar Customer Guarantee, includes commitments that say:

"You will get what you paid for"

Ha ha!!

I nearly choked on my coffee.
What a great way to start the day


Jetstar makes customer compo pledge

 

[oz_mark]

I assume you have some relationship with Jetstar, but unless Jetstar has very recently lifted its game with some of these things, I think you'll be handing out lots of $50 vouchers.

I would guess this is a response to the governments threat about airlines need to sort out their service of it will be legislated.

We understand that getting a prompt response when you have a complaint is important,reat that's why we commit to:

• send you a dated acknowledgement of your written complaint within 24 hours of the receipt of the complaint by our Customer Care Team; and
• respond within 15 business days of receipt of your original correspondence.

I understand the average resolution time at the moment is much greater than 15 days

Where we've offered you a refund, we know that getting your money back in a timely manner is important too. That's why we commit to completing any refund within 15 business days of agreeing to it, assuming your account details are valid.

I still don't get it. You can take the money instantly, but it still takes 15 days after agreeing to give it back, for you to actually do so. Why?

Also, is Jetstar the judge and jury in deciding who is eligible for compensation vouchers, or is their an impartial arbiter, such as an ombusdsman?

 

[anat0l]

I don't get how this is significantly different to business as usual now, except that it's been put onto paper.

$50 for some of these situations isn't a lot, especially if it's constrained to flying with JQ and within the next 3 months.

Also, notwithstanding the addressing of an issue clause, there is no telling how long it may take for a customer to receive their compensation after notifying JQ of it.

I can see this charter being used as a strong accountability tool against JQ - that is to be expected, however, if JQ really is committed to putting their money where their mouth is. I would be expecting all front line troops to be prepared for such an onslaught, then. Seriously.

 

[equus]

We understand that getting a prompt response when you have a complaint is important,reat that's why we commit to:

• send you a dated acknowledgement of your written complaint within 24 hours of the receipt of the complaint by our Customer Care Team; and
• respond within 15 business days of receipt of your original correspondence.

And does the cynic in me suggest these end up being the same thing.

"Within 15 business days (i.e. 3 weeks or more), we will eventually get your letter to the one person we have now designated as the "Customer Care Team" - with everyone else now having a new title, who will send you a "response" which acknowledges receipt. You will also note we have not promised that we will ever send your complaint to a Customer Care Team so we can control whether or not we want to start the 24 hour clock ticking, so we are really only promising to get back to you within 15 business days"

 

[aus_flyer]

Seriously, what a load of cr*p. Here's applying their "guarantee" to my experiences...

1. Your safety is our highest priority

Goes without saying.

2. We commit to provide the lowest fares with our ‘Price Beat Guarantee'

But once they sell out of Jetsaver fares, they won't bother to match other airlines

3. Our team are always here to help, 24 hours a day, 7 days a week

They'll divert your call to India, 24 hours a day, 7 days a week

4. We'll let you know your choices if your flight is changed before you travel

Your option is to travel in 2 days time. Like it or lump it. But rest assured, we've told you about your options!

5. We'll keep you updated and provide options if things don't go to plan on the day

You'll be updated provided you check their website

6. You will get what you paid for

A flight that leaves on time? No.
A flight that arrives on time? No.

7. You can have confidence in how quickly we will respond to an issue

How quickly? How long is a piece of string?

8. You can have confidence in how quickly we will refund your money

As previously commented by another poster, not as quickly as they take it!

9. We share your passion for protecting our environment

No comment

10. We commit to the privacy of your personal information

No comment.

 

[samh004]

Re: Jetstar Makes Customer Compo Pledge

I skimmed through it, the blurb about getting what you paid for is pretty short, while if a flight is cancelled and they don’t manage to book you on another flight, you get $50 for your troubles, woo!

Looks more like they’re trying to cover their coughs.

 

[straitman]

What a mob of cynics :!:

 

[oz_mark]

What a mob of cynics :!:

Realists

 

[draper]

The 10 Points as received by e-mail this morning:

[FONT=&quot]What you can expect from us[/FONT][FONT=&quot]

The Jetstar 10 point Customer Guarantee is our commitment to you that:[/FONT]
[FONT=&quot]

[/FONT]
[FONT=&quot]

[/FONT]
[FONT=&quot]1.[/FONT][FONT=&quot]
[FONT=&quot]2.[/FONT]
[FONT=&quot]3.[/FONT]
[FONT=&quot]4.[/FONT]
[FONT=&quot]5.[/FONT]
[FONT=&quot]6.[/FONT]
[FONT=&quot]7.[/FONT]
[FONT=&quot]8.[/FONT]
[FONT=&quot]9.[/FONT]
[FONT=&quot]10.[/FONT][/FONT][FONT=&quot][/FONT]
[FONT=&quot]

[/FONT]
[FONT=&quot]Your safety is our highest priority
We commit to provide the lowest fares with our 'Price Beat Guarantee'*
Our team are always here to help, 24 hours a day, 7 days a week
We'll let you know your choices if your flight is changed before you travel
We'll keep you updated and provide options if things don't go to plan on the day
You will get what you paid for
You can have confidence in how quickly we will respond to an issue
You can have confidence in how quickly we will refund your money#
We share your passion for protecting our environment
We commit to the privacy of your personal information[/FONT]

 

[cosi]

In the email I received from Jetstar, the following quote made me laugh.

As one of our most important customers, we wanted you to be amongst the first to know about this great new initiative

I have only flown on Jestar 2 times. so I dont know how I could one of their most important customers.

 

[anat0l]

What a mob of cynics :!:

Evaluate what JQ did critically.

At best it is a pithy attempt at CSR. Do you think any of those points differs to business as usual right now?

If I were JQ right now, I'd spend less money on silly media releases like this and more on working out why the majority of their fleet is kicking the s**ts.

 

[Leumas]

Having never been a JQ customer, this charter doesn't entice me to try them out. In fact, it further discourages me from flying them, because now I know how they plan to wiggle out of things.

 

[anat0l]

Having never been a JQ customer, this charter doesn't entice me to try them out. In fact, it further discourages me from flying them, because now I know how they plan to wiggle out of things.

It doesn't really give them a "wiggle" out in many cases, because if you're still unhappy with what they're prepared to offer, it goes back to the current situation now: you voice you are unhappy (e.g. with their compensation) and worse comes to worse we go to court.

To be honest, we can only give JQ credit for actually spawning a different idea, that is the entire Australian (in fact, global airline industry) should be forced to sign onto a charter which specifies resolutions and financial remediations for adverse events. This is a lot like the equivalent EU Regs at the moment, although the "equivalent" parts that JQ have in their charter aren't very realistic means of compensation.

 

[straitman]

I have only flown on Jestar 2 times. so I dont know how I could one of their most important customers.

Maybe you fly with them more than the average person. :shock:

 

[Nigelinoz]

I noticed one of the points is "You will get what you paid for",which I take to mean "So if you didn't pay for it don't expect us to give it to you"
Which just about describes their business model perfectly IMO.

 

[2muchplastic]

I noticed one of the points is "You will get what you paid for",which I take to mean "So if you didn't pay for it don't expect us to give it to you"
Which just about describes their business model perfectly IMO.

But this point totally contradicts, in my opinion, their terms of carriage, which state that the flight time does not form part of your contract with them, or something along those lines. If I have paid to be on the 1925 OOL-SYD and it leaves at 1945, have I really got what I paid for?:mrgreen:

If this point is intended to say you will get what you paid for, provided you realise you have only paid for a seat, on an unspecified aircraft, departing at some point in the future, arriving at a different point in the future which may or may not bear any resemblance to the original timetable, route or even day requested. You have not paid for any assurances or assistance if you have any disability or special needs, nor have you paid for the air within the cabin itself.

In the event of an emergency the coin operated oxygen masks will drop down like this.....Please insert your own coins before paying for masks for others such as children.

 

[oz_mark]

I would suggest that people look at the 2009 Aviation White Paper, particularly Chapter 5 - Consumer Protection (see Aviation White Paper - Flight Path to the Future). It may give some context to why Jetstar has done this


Example:

As a first step, the Government is calling on airlines to develop 'Corporate Charters' that are tailored for each airline and set benchmark standards on the handling of consumer complaints. The Charters should set out minimum standards, dealing with issues such as the minimum time for acknowledging a complaint, guarantees of local-call telephone assistance, minimum times for responding to the substance of a complaint, and clear undertakings to offer full refunds to consumers in specified circumstances, such as cases of 'denied boarding' due to deliberate overbooking, or significant schedule alterations. The Government also expects the industry to establish a mechanism for consumers to have unresolved complaints examined by a third party, such as an industry ombudsman, independent of the airline involved

 

[11sjw]

In the email I received from Jetstar, the following quote made me laugh.



I have only flown on Jestar 2 times. so I dont know how I could one of their most important customers.

You represent repeat business therefore you're important.

Seriously They need to set up a paper towel dispenser offering copies of that cough to everyone..."For your guarantee, pull here"

 

[N860CR]

I was thinking exactly what 2muchplastic was. A broad statement like "you get what you pay for" seems very, for lack of a better work, naieve (read: stupid) for a large company to be putting into a guarantee.

When booking a ticket on a dodgy airline like JQ, the only thing you feel that you are paying for is a seat from A-B at a specific time. Regardless of what the T&C say, JQ have now publically announced that they guarantee you will get exactly what you paid for - A-B at said time. Every single person here knows that as with any airline (but seemingly more with JQ) that is often not the case.

Obviously, they take this statement as only applying to your pre-paid items, however its very misleading.

That said, I'm suprised they need a "charter" to tell people that if we stuff up and don't give you the food you prepaid for, we'll give you your money back - shouldn't that just be assumed?