TheJapanChannel
Newbie
- Joined
- Sep 4, 2008
- Posts
- 7
Has anyone else had a similar experience with Jetstar?
(I will just post the letter i sent them which they never answered.)
The Manager
Complaints Department
Jetstar
GPO Box 4713
Melbourne 3001
URGENT
Subject: Jetstar Flight Itinerary for xx_xx_xx_xx_X(Booking ref# WR1JLE) JQ64 10/07/2008 20:15, JQ385 11/07/2008 06:30, JQ926 01/08/2008 07:35, JQ63 01/08/2008 12:25
Attention The Manager,
We have travelled to and from Japan 5 times by QANTAS and never had a problem.
Knowing that Jetstar was owned by QANTAS we gambled that the service would be similar.
After spending an hour trying to book online (after answering the100 questions the system would tell us that it had a problem processing "at the moment" and to please try again later or book by phone)... we gave up after an hour of trying and then phoned to book.
We spent around 30 minutes on the phone answering all the questions again and waiting while the person checked into the internet problem and then finally took our booking.
He then told us the price which was about $50 more than it had been when I tried to book online.
By this time I had had enough and just asked to confirm that he had definitely included the comfort pack, flight entertainment and meals, for all four flights for both of us and he confirmed that he had.
None of this was handled efficiently or satisfactorily but the booking was completed and confirmed by email.
When it came time on the first flight for the comfort packs to be handed out we were not given them.
I asked why and was told I had not paid for them - I advised that we had.
My partner sat shivering (it was summer in Nagoya when we left but the aircraft was cold) for 20 minutes until the cabin manager came and told me that I hadn't paid for them... I expressed my dissatisfaction and advised again that I had paid for them, that my partner was cold and that I wanted a blanket for her.
Finally they got her one. (But didn’t get me one.)
When it came time for meals we went through it all again with the cabin manager and he finally agreed to bring us meals after everyone else "who had paid for meals" had been served. (I found that insulting and reminded him again that we had paid.)
By this time we had not eaten in nine hours but were forced to watch those around us eat, by the time we were served (a vegetarian meal and a pork - no choice) everyone else had eaten which made this a further embarrassment.
The cabin manager handled both these exchanges poorly and by his attitude and solutions inferred I was lying about having paid - many other passengers heard these exchanges and it was very embarrassing for both of us.
(I was told by one of the other in-flight staff later that she was also embarrassed for us at how badly he had handled it.)
We were never provided with in-flight entertainment.
As you will see from your records (or the attachments) we did ask and pay for everything to be provided (I consider this whole penny pinching choices policy nothing but an inconvenience - this is international travel not a flea market - and obviously the way it is administered leaves it vulnerable to errors).
I am very unhappy about this whole experience and expect Jetstar to resolve this to our satisfaction promptly.
We will be returning to Japan on 1st August and I would be satisfied with a confirmed upgrade to Business Class for both of us on both flights.
xx_xx_ xx_xx_X
TheJapanChannel.com
0439 xx_xx_xx_
PS This was sent to Jetstar by email ( to the address our booking confirmation came from) on 12th July. By 16th July we had received no response so we phoned Jetstar.
We waited on hold for 15 minutes before being answered.
We then asked for an email address for Jetstar but were told you don’t have one.
We asked to speak to a supervisor, waited on hold for another 5 minutes and then were disconnected by the operator.
After calling back and waiting another 15 minutes we were told that Jetstar only deal with complaints by post and we should mail it to you.
We advised that this was difficult as we are only in the country a short time and needed this resolved quickly.
If this isn’t resolved to our satisfaction before we return to Japan we will be taking a number of further actions.
** They since refunded the cost of the 3 "options" but it doesnt compensate us for discomfort and embarrassment during the 8 hour flight.
(I will just post the letter i sent them which they never answered.)
The Manager
Complaints Department
Jetstar
GPO Box 4713
Melbourne 3001
URGENT
Subject: Jetstar Flight Itinerary for xx_xx_xx_xx_X(Booking ref# WR1JLE) JQ64 10/07/2008 20:15, JQ385 11/07/2008 06:30, JQ926 01/08/2008 07:35, JQ63 01/08/2008 12:25
Attention The Manager,
We have travelled to and from Japan 5 times by QANTAS and never had a problem.
Knowing that Jetstar was owned by QANTAS we gambled that the service would be similar.
After spending an hour trying to book online (after answering the100 questions the system would tell us that it had a problem processing "at the moment" and to please try again later or book by phone)... we gave up after an hour of trying and then phoned to book.
We spent around 30 minutes on the phone answering all the questions again and waiting while the person checked into the internet problem and then finally took our booking.
He then told us the price which was about $50 more than it had been when I tried to book online.
By this time I had had enough and just asked to confirm that he had definitely included the comfort pack, flight entertainment and meals, for all four flights for both of us and he confirmed that he had.
None of this was handled efficiently or satisfactorily but the booking was completed and confirmed by email.
When it came time on the first flight for the comfort packs to be handed out we were not given them.
I asked why and was told I had not paid for them - I advised that we had.
My partner sat shivering (it was summer in Nagoya when we left but the aircraft was cold) for 20 minutes until the cabin manager came and told me that I hadn't paid for them... I expressed my dissatisfaction and advised again that I had paid for them, that my partner was cold and that I wanted a blanket for her.
Finally they got her one. (But didn’t get me one.)
When it came time for meals we went through it all again with the cabin manager and he finally agreed to bring us meals after everyone else "who had paid for meals" had been served. (I found that insulting and reminded him again that we had paid.)
By this time we had not eaten in nine hours but were forced to watch those around us eat, by the time we were served (a vegetarian meal and a pork - no choice) everyone else had eaten which made this a further embarrassment.
The cabin manager handled both these exchanges poorly and by his attitude and solutions inferred I was lying about having paid - many other passengers heard these exchanges and it was very embarrassing for both of us.
(I was told by one of the other in-flight staff later that she was also embarrassed for us at how badly he had handled it.)
We were never provided with in-flight entertainment.
As you will see from your records (or the attachments) we did ask and pay for everything to be provided (I consider this whole penny pinching choices policy nothing but an inconvenience - this is international travel not a flea market - and obviously the way it is administered leaves it vulnerable to errors).
I am very unhappy about this whole experience and expect Jetstar to resolve this to our satisfaction promptly.
We will be returning to Japan on 1st August and I would be satisfied with a confirmed upgrade to Business Class for both of us on both flights.
xx_xx_ xx_xx_X
TheJapanChannel.com
0439 xx_xx_xx_
PS This was sent to Jetstar by email ( to the address our booking confirmation came from) on 12th July. By 16th July we had received no response so we phoned Jetstar.
We waited on hold for 15 minutes before being answered.
We then asked for an email address for Jetstar but were told you don’t have one.
We asked to speak to a supervisor, waited on hold for another 5 minutes and then were disconnected by the operator.
After calling back and waiting another 15 minutes we were told that Jetstar only deal with complaints by post and we should mail it to you.
We advised that this was difficult as we are only in the country a short time and needed this resolved quickly.
If this isn’t resolved to our satisfaction before we return to Japan we will be taking a number of further actions.
** They since refunded the cost of the 3 "options" but it doesnt compensate us for discomfort and embarrassment during the 8 hour flight.
