Jetstar Customer Service Line

[EbR]

Okay, so I had an awful online experience a few weekends ago and gave up trying to book a MEL>SIN flight at the time. Details aren't that important, but it was annoying enough to give their Customer Service section some feedback at the time (via their online form).

Got the standard acknowledgement email advising that I would get a reply in 15 working days. That never happened so yesterday I telephoned with the case# handy.

My question is do the Call Centre staff have any access to their own database or records?

I got asked to provide & spell out my name 4 times with the same staff member over the course of a 5 minute call. I also gave them my case# (twice) and I was placed on hold to check their records.

Then I got asked the "nature of my complaint" and the booking reference number. I stated that the whole complaint happened because I never got as far completing my booking (and I still haven't done so). No, I don't have a booking reference number.

What exactly do they look at when checking on my complaint? Do complaints simply go into a black hole never to be seen again - despite their assurances of a reply?

 

[Danger]

I haven't seen an oxymoron thread title like this for quite some time.

 

[asterix]

We're flying Jetstar to coughet on Monday (I hope), I've been reading the Jetstar Australia Facebook page for the last few weeks. I'd say 95% are complaints and most of the answers are simply following the same scripted response. I haven't even flown with them yet, but based on what I've read on the Facebook page I don't think I'll ever book another flight with them.

 

[Aussie_flyer]

People don't use Facebook to compliment companies

 

[spudseamus]

People don't use Facebook to compliment companies

Well I do ! If I can take the time to critize I take the time to compliment!

 

[Aussie_flyer]

Well I do ! If I can take the time to critize I take the time to compliment!

Youre in the minority

 

[benjy]

Although I can't speak for Jetstar, the very large company I work for (30,000+ employees) used to provide inbound agents NIL access to Online enquiries unless you had experience in the online section; if you had emailed in your request, you had to wait for an email back. Thankfully that process has changed now and not so much an issue. It is possible Jetstar gives their employees the same amount of access.

 

[kalboy]

did you ask Jess the virtual help desk chick.

 

[asterix]

Flew Jetstar SYD-->HKT on Monday, everything went very smoothly. Check-in staff and cabin crew were great, I'm going to get onto Facebook when I get home and post a positive feedback on their page.