Jetstar customer service

Discussion in 'Open Discussion' started by jetstarsucks, Feb 8, 2006.

  1. jetstarsucks

    jetstarsucks Newbie

    Feb 8, 2006
    4
    0
    Hi there everyone,

    I'm a new visitor to the site, but I ASSUME that the lack of a proper and efficient customer service dept at Jetstar has been discussed verbatim.
    Registered Users don't see this and have the option of removing all other advertisements.  Register HERE

    Well, despite having to run a company of my own, I'm putting some time into building a website - www.jetstarsucks.com (already registered) - as a means of allowing customers to air their concerns (complaints or compliments) VIA EMAIL, just as they should be allowed to do in this day and age.

    I have a huge amount of material to get the site started, but if anyone has some unique experiences with the Jetstar customer service division (as I have of course!), then please post them on this thread or email me at sthstar@hotmail.com.

    Ulitimately, I'm hoping the site will be picked up by media outlets and will shame the company into changing their outdated practises. The point of the site is not to be overly offensive towards the company, but simply to allow customers to air their grievances in a fair manner.

    cheers
    Mark
     
  2. flyer4703

    flyer4703 Member

    Nov 21, 2005
    129
    1
    Brisbane
    Re Jetstar

    You say that you have a "huge amount of material" to get started with. If you dislike them so much and have had so many problems why do you continue to fly with them? There are alternatives. Make a stand take your business to Qantas or Virgin.
    I am sure they will take more notice of falling load factors than of a web site dedicated to Jetstar bashing.
     
  3. Yada Yada

    Yada Yada Established Member

    Dec 6, 2004
    1,872
    8
    1F
    I am highly suspicious that this is just a ploy to earn some money via the web. I clicked on the link and noticed at the bottom of my browser that it first went via http://dotster.revenuecollect.com/... before it arrived at his website, and that a popup window was then blocked.

    There is no informaiton about Jeststar on this site whatsoever - just a banner proclaiming it as a "future site of a Dotser registered domain", and lots of other unrelated advertising. My opinion is that if you go to the trouble of putting up a new website, you would at least put something there about its purpose, even if it is still a work in progress, before you advertise it to all and sundry.

    And if this person did have problems with Jetstar, you'd also assume that he would have joined a site like AFF to discuss specific issues before going to the trouble of starting up his own domain/website.

    Hmmm... perhaps I'm being a bit paranoid, but I suspect the OP is nothing more than a scammer spammer. :roll:

    I'd suggest that you don't click on the link as there is nothing there to look at and it only encourages him.
     
  4. jetstarsucks

    jetstarsucks Newbie

    Feb 8, 2006
    4
    0
    I would suggest you dont click on the link yet either.. because there is no site yet! It was registered with Dotster so the site just goes to their page until i put something up!!

    Settle down people.

    Of course there other other alternernatives to Jetstar (well one last time I counted).. and I dont and never will fly with them again I can assure you. It's not about Jetstar bashing at all, just a portal for Jetstar customers to air their compliants or compliments, because they certainly dont want to hear them.

    cheers
     
  5. Guest

    Guest Guest

    dude if you put anything on there to do with jetstar the airline you can say goodbye to your hard earned dollars and hello to law suits and legal hastles. You're obviously not the brightest crayon in the box for a few reasons I can think of off the top of my head.

    honestly...don't even think about it unless you're sitting on a couple hundred million bucks and own a law firm.
     
  6. Yada Yada

    Yada Yada Established Member

    Dec 6, 2004
    1,872
    8
    1F
    OK, I've settled down now. :roll: I've stubbed my toe twice today already. Must have got off my bike on the wrong side. :)

    You could perhaps forgive me for jumping to the conclusion that your original post might be a scam. It does seem odd to advertise a personal website on your first post here and for there to be nothing there yet at all aside from advertising.

    Anyway, I will await the upload of your content and look at the site again when you have something there. Meanwhile, I can't help you out with information because I have never flown Jetstar.
     
  7. QF WP

    Moderator

    Jun 20, 2002
    14,242
    5,926
    Brisbane
    Flight Map:
    View my flight map
    Twitter:
    Facebook:
    Linkedin:
    jetstarsucks, you probably should have chosen a less prominent and negative name, but your call. By using that name, you are ostracising yourself without anybody having to post...and what happens if you actualy get good service from Jetstar in the future?? Going to seem contradictory to your AFF name to post that kind of information, so I'll bet you don't. Reminds me of antiqantas on FT.

    Call us all cautious, but I assume admin will have a look at this thread to see whether it is acceptable within the guidelines of AFF.

    I'm not about to click on any site like yours anytime soon, but I'm sure you'll get some who willl be curious (perhaps only after you've uploaded some content :wink: ).

    I have nothing to give you unfortunately - I haven't been required to fly with them yet (most of my travel is capital cities, so I'll stick with my preferred full-service QF excellent service that I get).

    Also reminds me of Willyroo's comment about antiqantas...don't feed the trolls :twisted: . I'm not about to continue...my points been made
     
  8. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    5
    I may be pleasantly surprised but I doubt that will be the case. Starting with the name, you probably will select the juicy stories (but what about any good service stories), etc.
     
  9. N860CR

    N860CR Established Member

    Nov 30, 2004
    3,061
    651
    Brisbane & Sydney
    Well they will certainly be a lot of them to be put up on your site! I've got quite a good one myself (which in any decent company would have seen a few people given the sack - not Jetstar of course) and will be happy to help you out once the site gets up and running.

    As mentioned, I would suggest you perhaps put yourself into less of an attack position and more of a "constructive" mutual one. Something like "Jetstar Sucks" (as accurate as it may be) will no doubt not be looked upon with smiling faces by the airline (pretty much the same as flying with them :lol: *Badoomcha*) but if you make it a place where people can bring to light their experiences with the carrier (most of which will be negative), you'll find yourself in a much more secure if Jetstar or Qantas start to get a little hot under the collar. Much like the website Not Good Enough.

    Keep us posted anyway, I'll keep an eye on your site
     
  10. Guest

    Guest Guest

    virginbluesucks.com is still available if you want to pick that one up too!
     
  11. N860CR

    N860CR Established Member

    Nov 30, 2004
    3,061
    651
    Brisbane & Sydney
    jetstarsucks is clearly discussing the customer service problems that riddle Jetstar and have no proven to be a problem at Virgin Blue, so such a website as Doot as suggested wouldn't be required particually by the poster in this case.
     
  12. NM

    NM
    Moderator

    Aug 27, 2004
    15,698
    1,179
    Flight Map:
    View my flight map
    If that is the case, then why bother going to all this cost and trouble to get them to change their practices?

    And I think you may find that many of these practices are not in fact "outdated" as you suggest, but a deliberate method of doing business as a low cost carrier in a competitive market, which is in fact a reasonably new way of doing business as an airline in Australia that has come about by public demand for lower airfares.

    I don't like their business model or the travel experience that results from their style of service. Therefore I exercise my right to choose my carrier and will pay a higher fare in order to avoid flying with a low cost carrier. That is my choice and I will exercise it. But at the same time I am happy that they seem to be succeeding by sticking to their defined operating model.

    If "changing their outdated practices" means deviating from their current cost model, then I do not support the application of pressure for them to change.
     
  13. stuandmel

    stuandmel Intern

    Oct 10, 2005
    60
    0
    Sydney
    I agree with NM, they do a great service for QF passengers by taking away a great majority non business / first time travellers and kids. They just need to get their tattoo policy sorted.
     
  14. jetstarsucks

    jetstarsucks Newbie

    Feb 8, 2006
    4
    0
    Well people, the impossible happened!!!

    The friendly folks at Jetstar actually CALLED me in response to a written complaint!! I do believe that this could be a first for the company.

    I was put on 'speakerphone' with two heavies I assume (I missed their names) - one had an Irish accent which sounded familiar in the media. I wish I taped the conversation as it would make for some interesting listening!

    Anyway, suffice to say that we agreed to disagree on certain matters concerning Jetstar and their lack of an accessible customer service department. The common excuse that "we are a low-cost carrier.. blah blah" can only be used to a certain point. Does it really take longer to reply to an email than it does to a letter? I would of thought there would be less manpower involved.

    I somehow feel that I've won this battle. Of course I havent, but what did it cost me? A domain name and a few stamps. What I can do for those customers who feel that they need to email or phone through a complaint or compliment to JETSTAR, is to suggest using the following...

    Calling (03) 8628 3408 or emailing...

    Jetstar spokesman Simon Westaway (swestaway@jetstar.com)
    Head of customer service, Gerry Turner (gturner@jetstar.com)

    Finally, I leave you with this MONEY quote from Mr Simon Westaway last year when referring to Jetstar using Irish-based Ryanair's business model(http://www.theage.com.au/news/business/olearys-cost-cutting-helped-jetstar-off-the-ground/2005/07/09/1120704593622.html). He appears to have quickly forgotton, or been lying through his teeth.

    "Ryanair is notorious for its level of customer service - or lack of it," Jetstar spokesman Simon Westaway said. "We sought not to go down that path. We are very aware of our customers and their needs and you just wouldn't get away with what Ryanair does in Australia."

    cheers
    Mark
     
  15. shillard

    shillard Guest

  16. reneeker

    reneeker Newbie

    Feb 20, 2006
    1
    0
    Surfers Paradise
    Jetstar does suck...

    I love the idea of a jetstarsucks.com website. Thats Gold!
    I had extremely bad experience with Jetstar..

    I am getting married in the Whitsunday’s in April and booked flights online well in advance to Proserpine Airport from Brisbane for myself and fiancé. I recently received an email stating that the flight times had been changed and it would now be flying later. This does not suit us as we are departing on a charter boat.

    I called the Jetstar office to let you know this was not suitable; I was on hold for 15 minutes before my call was answered. I asked if I could change the flight so it would be returning to Brisbane. I was told that I couldn’t. I then asked for a refund and was told I would be waiting for 5 weeks for the refund to be processed. I asked to be put through to a team Leader and was put on hold for another 20 minutes, I hung up the phone.

    Again I tried today to talk to someone about this and spoke to an extremely rude lady. Her telephone manner was absolutely shocking. She even yelled at me at one stage to tell me speak up on the telephone, instead of possibly saying she was having trouble hearing me as it was a bad line. I asked if it was possible to change the flights to someone else’s name as there were other people in our wedding party that were arriving into Airlie beach earlier. She told me (very rudely) it was going to cost $40 per person to change the names. I asked her if is was also correct that it would take 5 weeks for a refund and she said that it was correct (once again very rudely) Again I asked to be put through to a supervisor. She would not put me through to a supervisor. I had to be so persistent and demand 5 times to be put through. I was put on hold while she obviously spoke to the supervisor.

    The supervisor was almost as rude as she was. I explained the situation and his answer was “That’s correct you will incur a $40 charge per person and we can not change the flight to a returning flight” however this time he said that the refund would take 3 weeks to process. I explained that I could not wait three weeks for a refund as we would need to book new flights. Through no fault of my own was I changing the flights so I could not understand why there would be a charge to change the flights or why I could not change it to a returning flight. He then said there was nothing Jetstar could do. He was so rude about it and offered absolutely no explanation. I asked him for his name or team number (I was sick of having rude people speak to me like this and not know who they were) and he refused to give it me. All I got out of him was “Chris”. When I asked him why he would not give me his team number or last name his response was “Because I don’t have too” I even told him that we are booking for the whole wedding party (16 pax) the flight to Brisbane on the 19th of April at 1705 with Jetstar and asked him if he would prefer I would take my business to Virgin. His answer to that was “that’s fine” in a sacasic manor.

    In the end I have tickets that are useless to me, no refund and the worst service I have EVER experienced.

    6 months ago a similar thing happened with Virgin Pacific with my flights to New Zealand, the flights were changed and they were no longer suitable. The lovely lady I phoned was so helpful and the flights were changed at no extra charge and I even had a laugh with her. She was so helpful and friendly; she even asked me if I would prefer to fly out of the Gold Coast instead of Brisbane. The end result was I wrote in a letter to commend her service. Jetstar got a letter of complaint.

    Its a great start to my wedding..

    I would ...
    NEVER BOOK JETSTAR AGAIN!!! and would reccommend everyone else to take their buisness elsewhere too.
     
  17. Yada Yada

    Yada Yada Established Member

    Dec 6, 2004
    1,872
    8
    1F
    Re: Jetstar does suck...

    :shock: Sorry to hear you had so much trouble with Jetstar. :( It seems that customer service is something they are not keen on providing. The airline business is all about people, yet JQ seem to have overlooked this.

    Your experience with changing flights on Virgin/Pacific Blue is the same as mine - the Virgin Blue staff are friendly, polite and always willing to help. I have never once had a problem with their service over the phone, at the airports or in the air. I guess you now know who to use!

    BTW, welcome to AFF. :D
     
  18. N860CR

    N860CR Established Member

    Nov 30, 2004
    3,061
    651
    Brisbane & Sydney
    That there is probably the number one complaint people have about Jetstar. Since JQ's beginnings I have booked 5 return flights with them (SYD-ROK, SYD-MCY, SYD-OOL, SYD-HBA and SYD-AVV). Of those I only ever travelled on 1 return sector (SYD-AVV) as all four of the others were "changed". Obviously, I fly often enough to know flight changes happen, but each one of these changes were 6-8 hours from the original schedule.

    The change on my first flight caused major problems with a boat transfer I was picking up in Rocky so I actually tried to see if JQ could work out a suitable alternative but also ended up getting stuck with the same service Reneeker received from the JQ call centre (I honestly get the feeling they are trained to behave so rudely). Each other time I didn't bother even trying to talk with them, just got each one refunded (and even then they made it as hard as they possibly could). One of the call centre staffers even tried to tell me that it was against policy to provide refunds in any circumstances. And yes, each time the refund took 4-5 weeks.

    I've had to deal with flight changes on both QF and DJ flights before but the two of them seem to be able to handle it and rarely are the changes ever as severe as those at JQ. They've proven to be an unreliable and unprofessional carrier hence have lost my business (and obviously that of many other customers)
     
  19. NM

    NM
    Moderator

    Aug 27, 2004
    15,698
    1,179
    Flight Map:
    View my flight map
    Refunds taking 5 weeks is normal practice for the airline industry. The reason is nothing to do with how much effort is involved, not how long it actually takes to process the refund. It is technically possible to process overnight.

    The reason airlines almost universally hold onto your money for up to 5 weeks (or sometimes more) is to stop people booking fully refundable tickets willy-nilly and cancelling at the last minute and getting a refund overnight. If people could do they, they would create all sorts or dummy or "just in case" bookings and the airline's yield management would be completely screwed. My making the refund outside the normal credit card billing cycle, people are not going to undertake the dummy booking process.

    Now, that does not justify the practice of delaying refunds where they are legitimate and due to the airline making a schedule change. It just explains why they have this delayed refund policy in the first place.
     
  20. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    5
    Its frustrating as consumer when dealing with call centre who isnt empowered to do anything helpful, especially in cases like these when it is due to the airline's actions that is causing the refund request.
     
Loading...

Share This Page