On the 3rd November, i call Jetstar regarding a flight I am taking from Rockhapton to Sydney - the return sector of my holiday. The flight was confirmed to depart at 2:25pm, however two months after I booked the flight, Jetstar advised that the flight will be departing at 9:15am, some five hours earlier than scheduled. I had booked the flight to meet my connection from Great Keppel Island, which arrived in Rockhapton at 12pm. After contacting the boat transfer company, they advised the earliest I could get to Rockhampton was 10am. I was left with no option other than to change the flight to depart the following day, and pay for an extra nights accommodation in Rockhampton.
I called Jetstar to request they pay for the extra nights accommodation. I realise that flight changes do occur, however I feel 5 hours is more than just a "change". The call centre operator advised me to write a letter and expect a response within four weeks, a time period that I considered to be overly generous, however I wasn't particually bothered.
Four weeks later, Jetstar have failed to reply. I contacted the call centre again, and was told that all I could do was wait - the team leader refused to allow me to speak with anyone who could resolve the situation, and she could not guarentee that the situation would ever be resolved. After being thrown around in circles for an hour, I simply had to accept that all I could do was wait. The team leader advised that the letter was received on the 10th November (3 weeks ago), but she didn't know what was happening, nor was there anyone I could speak to that knew.
I am amazed that an airline can refuse to allow me to speak with someone to resolve a situation. I now feel that I will never hear from Jetstar again, and the matter will go unresolved forever - and I will be out of pocket as a result of their actions.
If anyone's planning to fly shortly, use Jetstar as a last resort. I'm also booked on a flight departing this Saturday to the Gold Coast, it has changed (get this), 6 times!!! They can't keep to schedules, and their customer service is terrible. I realise they reserve the right to reschedule, but surely there are limitations
I called Jetstar to request they pay for the extra nights accommodation. I realise that flight changes do occur, however I feel 5 hours is more than just a "change". The call centre operator advised me to write a letter and expect a response within four weeks, a time period that I considered to be overly generous, however I wasn't particually bothered.
Four weeks later, Jetstar have failed to reply. I contacted the call centre again, and was told that all I could do was wait - the team leader refused to allow me to speak with anyone who could resolve the situation, and she could not guarentee that the situation would ever be resolved. After being thrown around in circles for an hour, I simply had to accept that all I could do was wait. The team leader advised that the letter was received on the 10th November (3 weeks ago), but she didn't know what was happening, nor was there anyone I could speak to that knew.
I am amazed that an airline can refuse to allow me to speak with someone to resolve a situation. I now feel that I will never hear from Jetstar again, and the matter will go unresolved forever - and I will be out of pocket as a result of their actions.
If anyone's planning to fly shortly, use Jetstar as a last resort. I'm also booked on a flight departing this Saturday to the Gold Coast, it has changed (get this), 6 times!!! They can't keep to schedules, and their customer service is terrible. I realise they reserve the right to reschedule, but surely there are limitations