Jetstar disservice

[jbc]

As fare as I can work out, Jetstar has no physical presence in Australia.

My wife was booking in JQ61 MEL-SIN via DRW on August 7 when the Hawthorn AFL team arived and we were bumped. I refused to go to the back of the queue and stood till the next station was free. The trip was domestic to DRW then international to SIN. The first checkin clerk said the luggage would have to be picked up and rebooked at DRW. No way says second clerk.

You guessed it the luggage has disappeared of the face of the earth.

The fun really starts. Three days in Singapore and no contact, my wife flys onto UK. I start calling from MEL and am given lost bagage phone no. in Singapore, only they dont handle JQ, but at least gave me the number. Sorry sir no sign of it says the contracted baggage handler (no we are not JQ).

Dozens of calls later I have got nowhere. QBE wont help till we lodge a claim with JQ, but I cant do that since I can only talk to call centre in KL (not India) or a contractor who says its not my problem.

Not one person from JQ has ever returned any of my calls and I still dont know how to lodge a claim.

Any ideas anyone?

PS I am not giving up

 

[docjames]

Well, there's always staff at MEL?

Or

Baggage Services - At The Airport - Travel Information - Jetstar Airways

Singapore (Lost and Found) 800 6161 979 (free call number)
Darwin (International flights only)Baggage Services 1 800 687 374

Melbourne TullamarineBaggage Services
Service Desk(03) 8336 5511 or (03) 8336 5510
Melbourne (International flights only) Within Aus only1 800 687 374

 

[serfty]

How long ago was this?

After 21 days, JQ have to agree the luggage is lost and compensate you.

This can be up to ~AUD1800.

More here: http://www.frequentflyer.com.au/community/your-questions/lost-luggage-18899.html#post256228

 

[Kylie Jetstar]

Hi JBC,

I've read your post with interest and firstly thought I'd let you know we are based in Australia.

Please email me at [email protected] (ATT: Kylie), and I'll see if I can resolve this issue for you,

Thanks,
Kylie
Head of Customer Relations
Jetstar Airways

 

[N860CR]

Thats risky, Kylie! You will be getting a hell of a lot of emails!

 

[serfty]

That's risky, Kylie! You will be getting a hell of a lot of emails!

Kylie has come on board in an endeavor to assist - look at her posts and you will see the provision of the email is consistent.

We thank her for that

.

 

[jbc]

Agreed Serfty, I am in contact with Kylie and hopefully can sort the issue out.

 

[gilby08]

This is a bit unrelated, but why would Jetstar;
1) Outsource a callcentre - The employees are not JQ, so couldn't really care about JQ and dont get any benefits from JQ
2) Offshore an Outsourced call centre to KL?

I can understand the cost savings involved with it all, but the publicity and quality of the agents would surely make it alot less beneficial for Jetstar. Also especially now since JQ is trying to change their image and possibly brand values.

I think Jetstar seem to have this view that offshoring and outsourcing work to other contractors/employers will help them avoid to do any more PR work yet it is doing the total opposite.

Meh, just my short rant!!!

 

[hardya]

This is a bit unrelated, but why would Jetstar;
1) Outsource a callcentre - The employees are not JQ, so couldn't really care about JQ and dont get any benefits from JQ
2) Offshore an Outsourced call centre to KL?

It worked for Alan Joyce, pocketed a huge bonus and worked his way up to CEO of QF Group. Now all he has to do is rack up debt, pretend to increase profits, strip assets and outsource more functions and he'll do a Trujillo on us before parachuting back to Ireland.

 

[N860CR]

It's worth noting that the Australian JQ call centre (does it still exist or is it all offshore now?) was outsourced as well. And yes, the service wasn't very good. I don't know what they're like now, haven't used it for years.

 

[anat0l]

It's worth noting that the Australian JQ call centre (does it still exist or is it all offshore now?) was outsourced as well. And yes, the service wasn't very good. I don't know what they're like now, haven't used it for years.

I don't have any big tiffs with the JQ call centre; only that in talking to them they don't come across as professional. They are more than likely catering for the average Joe or Julie Bloggs and not people like us who are more seasoned travellers.

Thank goodness for Qantas Premium (except when your flight is with JQ of course you need to call JQ...)

 

[samh004]

It's worth noting that the Australian JQ call centre (does it still exist or is it all offshore now?) was outsourced as well. And yes, the service wasn't very good. I don't know what they're like now, haven't used it for years.

I had to call it last night as my QF number wasn't entered on a JQ flight. The guy I spoke with sounded Australian, and they couldn't help me enter the numbers as the system said they weren't valid. Go figure!

 

[Keith009]

I had to call it last night as my QF number wasn't entered on a JQ flight. The guy I spoke with sounded Australian, and they couldn't help me enter the numbers as the system said they weren't valid. Go figure!

I usually book flights under my full name per ID but I find that with JQ, I have to book my ticket without my middle name in order for my QFF number to be accepted on their website.

 

[notzac]

I usually book flights under my full name per ID but I find that with JQ, I have to book my ticket without my middle name in order for my QFF number to be accepted on their website.

It seems that the JQ booking engine has access to the QFF systems, as it won't let you enter your QFF number in the booking unless the name matches exactly. The JQ call centre can add it manually however.

I can understand the cost savings involved with it all, but the publicity and quality of the agents would surely make it alot less beneficial for Jetstar. Also especially now since JQ is trying to change their image and possibly brand values.

It's all about the cost. JQ have many very good staff - but at the end of the day they are a LCC. If you want a QF Premium level of customer service, then you need to fly with a full service carrier.

 

[Keith009]

It seems that the JQ booking engine has access to the QFF systems, as it won't let you enter your QFF number in the booking unless the name matches exactly. The JQ call centre can add it manually however.

But i have my full name in my QFF account...:-|

 

[jbc]

Matter resolved satisfactorily, offer made and accepted.