Jetstar Points and appalling customer service

[Ontime]

Recently flew Syd Melb on Jetstar and selected a plus fare as I only needed 15 status credits to get 5000 point bonus. Flights posted as 0 points 0 status credits.

Made the booking using my Jetstar credit card and found out again the system does not accept Jetstar credit cards. I had previously confirmed this with a prior booking when the call centre could be accessed and was told it was a system problem. Tried to call again but was around the volcano ash time and could not get through. Booked using my amex online and card accepted no problem with fee. Initiated complaint online to jetstar on June 7 asking for my credit card booking fee to be refunded as jetstar cards are exempt. Response from Jetstar was that I would receive a response within 15 working days. Still waiting.
Following the booking I did not receive an email confirmation so rang to enquire and ensure the booking was ok. Was told they would send me one. It never arrived so I requested another on two separate occasions online with no response. Did online checkin day before and confirmed flight details and plus fare.
Given that jetstar do not respond to customer issues I rang the frequent Flyer number to follow up the points and was told that the fare class did not earn points and was asked why I did not take it up with jetstar. I politely told the person that it was a points issue so rang qantas and that Jetstar dont care or respond so I had no intention of calling them. I also told her that Qantas needed to be aware of the potential damage they are doing to premium customers.
I was told I would need to provide boarding passes which I could not provide as these flights were through international terminals and are retained. I was told they would take the matter up with jetstar. I will be interested to see response.

 

[mannej]

Just out of interest, who is your ISP or email provider.

There seems to be a glitch where JQ emails will not get through including itineraries.

 

[markis10]

I take a photo of my domestic leg international boarding pass just in case, and you would still be short the 5k points, SYD MEL is only 10 SC, I also echo the above comments re ISP, some mail servers would see JQ mail as spam for all the advertising on it, or for all the Jetmail received in the past.

 

[Red Roo]

Thanks for the Jetstar feedback. We are are aware there have been some issues with JQ points being awarded and we are working wth Jetstar to improve this process.

Let me know if anyone else has issues with Jetstar points (that the FFSC can not resolve) so I can pass it onto the right team here at QFF.

Cheers,
Red Roo

 

[Ontime]

I take a photo of my domestic leg international boarding pass just in case, and you would still be short the 5k points, SYD MEL is only 10 SC, I also echo the above comments re ISP, some mail servers would see JQ mail as spam for all the advertising on it, or for all the Jetmail received in the past.

Thats a good idea and i will do that in the future. I use optus and apple mail and checked my spam. I know it is not a problem with the ISP as I made a booking for my wife at the same time and using the same email account with no problems.

 

[drron]

Well I took the 1740 JQ flight MKY-BNE on 5/8 and first thing the next morning the points were in my account.I was impressed.

 

[Ontime]

Thanks for the Jetstar feedback. We are are aware there have been some issues with JQ points being awarded and we are working wth Jetstar to improve this process.

Let me know if anyone else has issues with Jetstar points (that the FFSC can not resolve) so I can pass it onto the right team here at QFF.

Cheers,
Red Roo

Thanks for that. I must comment that the service from the Qantas end was good and hopefully they will follow up. I have heard nothing today. I think that it is incredible that a Jetstar branded credit card does not work on their website. There must be some trade practices risk in this as the problem to my knowledge as existed for a least 4 weeks and one the benefits of the card cannot be delivered to online customers.

 

[whiteshark]

Thanks for the Jetstar feedback. We are are aware there have been some issues with JQ points being awarded and we are working wth Jetstar to improve this process.

Let me know if anyone else has issues with Jetstar points (that the FFSC can not resolve) so I can pass it onto the right team here at QFF.

Cheers,
Red Roo

Still major issues Red Roo, - after endless months of communications, i am still having problems with chasing up missing points, requests for boarding passes and customer service people who are just not interested in providing any service with regard to qantas points on Jetstar flights. All this and now I have to pay a premium for the luxury of accruing points. Qantas customer service are a discrace to the whole concept of customer service. They dont do anything to help in this matter just state policy, they are lazy people who treat customers unlike customers. I would love to be their boss for a few days - i would sort out this behaviour and help them recognise why they are employed.

Then i fly one flight and all the points are there as they should be. But on prior flight nope and nobody helps.

 

[TheInsider]

All this and now I have to pay a premium for the luxury of accruing points.

Umm you never got points on Jetstar fares unless it was a fully-flexible fare, so by JQ adding an option to allow a passenger to now accrue points on ANY type of fare, is not what your statement is implying.

 

[Moopere]

Then i fly one flight and all the points are there as they should be. But on prior flight nope and nobody helps.

Charge-back. Seriously. Your full contract has not been fulfilled and so long as you keep a diary of contact with the company and can reasonably demonstrate that you are being stonewalled with incompetent staff or unwilling company then you will be fine. Note that charge-backs will backfire on you very often if your claim is frivolous or not well supported by your own diary of the chain of events and proof (email, faxes, letters or whatever). Note dates, times and CSR's company number or name when speaking verbally on the phone, makes an enormous difference and I do this out of habit now with all call centre comms to all businesses (not just airlines).

Once the charge-back succeeds the company can contact you, if they are not too incompetent, to work out reasonable payment terms for the services that were actually provided.

None of this has to be nasty or angry, in fact, it will all work better for you if its completed in a businesslike and fairly dispassionate way.

As the quality of service from the big call centre's drops further and further, due to lack of staff, training, policy or whatever its in the businesses interest, short term financially at least, to have you give up and go away. Ultimately its a bad move for them of course because an upset customer probably won't return, but they don't see this in the immediate term.

Rescinding payment against an unfulfilled contract often gets their full attention, which is really all you want.

 

[nlagalle]

Umm you never got points on Jetstar fares unless it was a fully-flexible fare, so by JQ adding an option to allow a passenger to now accrue points on ANY type of fare, is not what your statement is implying.

Since May last year you can earn SC and points on any JQ fare as long as you add the bundle for it. I've done it plenty of times on the starter fare and added the bundle.

 

[TheInsider]

Since May last year you can earn SC and points on any JQ fare as long as you add the bundle for it. I've done it plenty of times on the starter fare and added the bundle.

I'm aware of that, but it seems like that poster is saying that always got points before hand, and now there is a 'premium' for them.

 

[mannej]

Just as a data point for the topic, the outbound leg of a recent trip took 2 months to the day to post, whilst the return leg posted 2-3 days after flying. The QF rep left a message saying that it could take around 8 weeks to post, which is contrary to the 14 days mentioned on the missing claims site.
Coupled with the fact that I had to wait around 11 weeks before I could get someone to send me a copy of my itinerary, you would think it was the trip from hell.
Surprisingly the ground staff and Cabin crew were great, and we even got offered the exit rows FoC coming back.

Last trip was JQ the outbound points posted fairly quickly, however a lengthy delayed return flight meant a trip on GA. Flight voucher came very quickly, so wasn't overly fussed in the end. Again the ground crew and cabin crew were great, even got to meet the Development Manager Lauren, as she was CSM for the flight.

Really only real 2 data points, but I can see where the issues do lay with JQ.

 

[1022]

Similar story here. Early 2011 saw a sale and booked what was still called star class flights SYD-BKK via MEL for October for the points and status credits. Had issues with being allocated Y seats on the MEL-SYD hop in a jetsaver fare category despite being the continuation of an int'l flight on an A330 between int'l terminals and the online booking page saying "starclass available" for that leg. Several calls and letters (each with a different but unsatisfactory result) ended up with a token $100 JQ voucher which I went on to redeem towards a max bundle flight OOL-SYD in August. (which incidentally, like the OP, I couldn't get an itinerary sent to me for even after 3 calls to the call centre and them insisting they'd emailed it...) 2 days after that flight it appeared in my QFF account...with....zero points and zero status. By this point I was so beyond caring that I couldn't face the trauma of another phone call to Manilla for the sake of 1000 points and 10 SCs.

October trip to BKK in what is now called business class wasn't too unpleasant. Domestic legs were in Y, but neither flight was very full and we were able to select good seats. They honored the lounge access that used to be part of the old starclass deal. QFF number was correctly printed on all boarding passes; JQ had emailed to say the original fare conditions would be honoured and it seemed they were being true to their word. Several weeks after returning though, unsurprisingly no poins or SCs in my account. I lodged an online claim on the QF website early Dec. Then randomly a few days later, lo and behold that
*August* OOL-SYD flight mysteriously appeared - the flight I'd assumed they decided not to credit because it was paid for with a voucher and for which I didn't put in a claim. 3 months after going to BKK I'm yet to see the points for that trip and/or the SCs I need by 31 Jan to retain PS...

...JQ and QFF really are a tiresome couple!!!

 

[Hvr]

I must be doing well then, Jet* Bus Max flight last Thursday and 3K flight last Monday have both posted properly.

Long may it last.

 

[whiteshark]

Umm you never got points on Jetstar fares unless it was a fully-flexible fare, so by JQ adding an option to allow a passenger to now accrue points on ANY type of fare, is not what your statement is implying.

That's not quite true.

I can remember when you got points on the flights all the flights that is, AND even when they were award flights booked with points. It has been decreasing over time

 

[whiteshark]

I must be doing well then, Jet* Bus Max flight last Thursday and 3K flight last Monday have both posted properly.

Long may it last.

Yes my recent one did too - it was nice, and i hope it lasts too. Incidentally i finally got my points for October too, I had to escalate it to more senior people who were able to sift through things with common sense - god bless them.

 

[whiteshark]

I'm aware of that, but it seems like that poster is saying that always got points before hand, and now there is a 'premium' for them.

Yes Insider - thanks

 

[whiteshark]

Still major issues Red Roo, - after endless months of communications, i am still having problems with chasing up missing points, requests for boarding passes and customer service people who are just not interested in providing any service with regard to qantas points on Jetstar flights. All this and now I have to pay a premium for the luxury of accruing points. Qantas customer service are a discrace to the whole concept of customer service. They dont do anything to help in this matter just state policy, they are lazy people who treat customers unlike customers. I would love to be their boss for a few days - i would sort out this behaviour and help them recognise why they are employed.

Then i fly one flight and all the points are there as they should be. But on prior flight nope and nobody helps.

My problem is now over/fixed, i finally got my points, I had to escalate it to more senior people who were able to sift through things with common sense - god bless them. I wish the average customer service person would just do that too. Thank you Qantas i am now a happy camper.

 

[1022]

I spoke to a chap at QFF customer service yesterday who after a bit of pushing offered to "email Jetstar" to chase my missing points. I could hear him rolling his eyes throughout the whole conversation. It's clearly a common complaint faced by the minions on the phones. They can't be blamed for being a bit indifferent if the folk higher up the chain at both QF and JQ can't get their cough together on something as simple as crediting points.

Like someone else said on another thread recently "Jetstar, a Qantas group airline (when it suits us)"