Jetstar riddled with flight changes and poor service

[Chenfamily]

its kinda annoying to send an email to australia if we are in china

 

[straitman]

its kinda annoying to send an email to australia if we are in china

Chenfamily,

Not making excuses for Jetstar because I agree but look at what FL360 said. Jetstar Asia is who you probably should address you issues with and not Jetstar in Australia. They are different and independent companies.

Good luck with your complaint.

 

[Chenfamily]

they told us to send the letter to melbourne

 

[Chenfamily]

actually, jetstar asia doesnt have its own website. its just the normal jetstar site

check on wikipedia

 

[FL360]

The ticket which you book with JetStar Asia lists all the conditions,
and it is a contract so to say....

for you I have dig up my old itinerary for SIN<=>HKG a few months ago
and the letter head have JetStar Asia's SIN address

Jetstar Asia Airways Pte Ltd.
Terminal 1, Singapore Changi Airport
PO Box 115
Singapore 918144
Registration No. 200403570D

and under terms and conditions there are :

2. Terms of Carriage: The carriage of a Passenger on any flight by Jetstar is, without exception, subject to:
· a Booking
· these Key Conditions of Carriage and our full Conditions of Carriage (available on request from our offices and on our website at Cheap flights - Jetstar Airways)
· Singapore laws, any international Conventions or other laws that may apply to the journey in question any specific directions given to a Passenger in writing, or orally by Jetstar staff, and the applicable fare rules.
In the event of any inconsistency between these Key Conditions and the General Conditions of Carriage, the Conditions of Carriage will prevail.

So I think you should see what rights you have under Singapore Law on this
and act on it, it seems it has NOTHING to do with Australia.

 

[comint]

actually, jetstar asia doesnt have its own website. its just the normal jetstar site

All the Jetstar franchisees come together at jetstar.com, but each still has an individualised "website" there!

Singapore (Jetstar Asia) - Contact us

Address mail to:
Customer Relationships
Jetstar Asia
Singapore Changi Airport T1
PO Box 323
Singapore 918144

 

[Chenfamily]

thanks everyone for your help!

 

[straitman]

thanks everyone for your help!

Good luck and let us know how you get on with them.

 

[tasflyer]

Say you lose something on a jetstar plane .... as I did .... try getting any info about 'lost propery' - ended up writing to jetstar - received a letter back telling me it would be up to 8 weeks before someone could respond! - received a letter 4 weeks later telling me it was my fault and no compo would be paid (none asked for) and instructions to contact baggage dept at airport and tell them it is a lost property enquire. Wrote a reply pointing out I did notknow which airport to contact as the plane continued on and returned to point of depature to overnight. Pointed out that it may be easier if the writer contact the purser on the flight and ask if any lost property handed in?
Item was worth $450 so likely it was handed in and now sits in an office draw or under someones xmas tree.
Jetstar does not have a lost property register and call centre staff don't have a clue what the proceedure is (don't have one).
I don't like to think that an airline would encourage staff to not hand in lost property but what else can you think of an airline with no visible lost property policy.

 

[straitman]

Say you lose something on a jetstar plane .... as I did .... try getting any info about 'lost propery' - ended up writing to jetstar - received a letter back telling me it would be up to 8 weeks before someone could respond! - received a letter 4 weeks later telling me it was my fault and no compo would be paid (none asked for) and instructions to contact baggage dept at airport and tell them it is a lost property enquire. Wrote a reply pointing out I did notknow which airport to contact as the plane continued on and returned to point of depature to overnight. Pointed out that it may be easier if the writer contact the purser on the flight and ask if any lost property handed in?
Item was worth $450 so likely it was handed in and now sits in an office draw or under someones xmas tree.
Jetstar does not have a lost property register and call centre staff don't have a clue what the proceedure is (don't have one).
I don't like to think that an airline would encourage staff to not hand in lost property but what else can you think of an airline with no visible lost property policy.

tasflyer,

Welcome to AFF.

This lost property topic was discussed on AFF about a year ago and surprise, surprise it is not just JQ who have this type of lack of followup. It seems to be quite the norm unfortunately :!: Like it or lump it we all have this type of issue from time to time and the airlines often don't make it easy.

Do you have H&C insurance or travel insurance that will cover the loss :?: That's where I'd be looking about now.

If I find the previous thread I'll post the link here.

 

[tasflyer]

tasflyer,

Welcome to AFF.

This lost property topic was discussed on AFF about a year ago and surprise, surprise it is not just JQ who have this type of lack of followup. It seems to be quite the norm unfortunately :!: Like it or lump it we all have this type of issue from time to time and the airlines often don't make it easy.

Do you have H&C insurance or travel insurance that will cover the loss :?: That's where I'd be looking about now.

If I find the previous thread I'll post the link here.

Thanks Straitman - I am like a dog with a bone - I think that to let it go without a fuss is to admit defeat and so far I have had the local paper print a letter to the editor and intend sending a letter to the ceo to outline the company response - I have the contact details of the manager of customer relationships and have written to her requesting her help.
It is interesting once you get a name you often get a facebook page and you get an insight in to the person you are dealing with.
In this case she is a graduate and proberbly only in the position for a couple of years.

We travel extensively internationally and domesticly - Jetstar is now our last choice for flights as they are very unreliable, we are also unlikely to use qantas again as they slipping - inflight service on international runs are very poor. It seems that both organisations are suffering badly from poor customer service.

And yes we could use our H&C insurance but I still believe given the choice more australians are honest and would return the item if the system allowed it to be returned to the owner not the pocket of a baggage supervisor.

Jetstar prove me wrong!!!

 

[straitman]

tasflyer,

Please keep us informed of your progress.

 

[pauly7]

tasflyer,

Welcome to AFF.

This lost property topic was discussed on AFF about a year ago and surprise, surprise it is not just JQ who have this type of lack of followup. It seems to be quite the norm unfortunately :!: Like it or lump it we all have this type of issue from time to time and the airlines often don't make it easy.

Do you have H&C insurance or travel insurance that will cover the loss :?: That's where I'd be looking about now.

If I find the previous thread I'll post the link here.

Unfortunately I can corroborate this point, last year my sister in law left an expensive SLR digicam on a Virgin flight, realised about half way home from the airport, drove back and spent a very frustrated 2 hours with some 'customer service' and 'baggage blues' people, many calls and weeks/months passed but nada, poor/no communication and no process evident.

Strange, because you would think all 3 airlines would have some level of lost property ongoing....?

 

[comint]

you would think all 3 airlines would have some level of lost property ongoing....?

The finders keepers policy?

 

[pauly7]

The finders keepers policy?

Seems that way! If thats the case some Virgin Blue employee is taking some press quality photos right about now!

 

[munitalP]

Again I read the posts of people (like myself!) who are biased towards or away from a particular airline. Mine is Qantas - I am an unashamed flag waver of the national carrier and am also frequenting J* on a regular basis. I too have had lost items on aircraft - in fact I would go as far as in one case stolen, but on the same token, I have had an attendant chase me to the taxi stand to give me a new Clive Cussler hard cover left in the seat back in J on arrival into BNE, and I have also had my darling iPoddy returned after leaving it again in a seat back in J (see: http://www.frequentflyer.com.au/com...-trip-photos/jakarta-via-singapore-13120.html for a full report...)

I have had luggage misplaced on 4 carriers in Australia, QF, REX, JQ and DJ, I have had luggage damaged on QF, REX and DJ - out of all the carriers, the most level response to an "issue" has always been QF

Now Tasflyer, I understand you are limited to airlines out of TAS, DJ, QF and JQ - but if you hate the airline so much, why do you fly them?

I had a bad experience on Aeroflot years ago - I will never fly them again as with DELTA, bad experience, my cough is never again in their seats.

DJ (as much as I hate to admit it) offer a reasonable service from TAS to Australia that I have experienced - maybe your experiences flying international and domestic will improve if you choose that airline only.

Me personally, I am fortunate enough to have company sponsored travel insurance - although touch wood, never had to use it

Good luck in the search!


Mr!

 

[tasflyer]

Mr!


My beef is with the system that allows items to disappear - Why do Jetstar have "no" process in place to facilitate the logging of a found/lost item.
Remember they know who sat in that seat & who the purser on that flight was. I think that given the choice most employees choose to be honest but if faced with the reality that no one cares and the company does not care it becomes easy to join in.

If this is in fact the case then think about how many items are left on their planes everyday - it must amount to 1000's of dollars a day.
And it appears they allow their staff to break the law.

What a luck dip - you get to keep anything you find during your working day.

 

[munitalP]

Tas, what you are saying is crazy. do you truly believe that J* actually allows their staff to break the law? I like to think that most people have a degree of honesty, and I would also like to think that people in a service industry are honest, and in my experience they are. I would bet $ on it that your missing item went missing because of a fellow Pax and not because of airline staff.Mr!

 

[Dave Noble]

My beef is with the system that allows items to disappear - Why do Jetstar have "no" process in place to facilitate the logging of a found/lost item.
Remember they know who sat in that seat & who the purser on that flight was. I think that given the choice most employees choose to be honest but if faced with the reality that no one cares and the company does not care it becomes easy to join in.

If this is in fact the case then think about how many items are left on their planes everyday - it must amount to 1000's of dollars a day.
And it appears they allow their staff to break the law.

The aeroplanes are cleaned and tidied by cleaners rather than the Jetstar cabin crew I should expect and they will just clear out things left behind. doesn't mean that they are stealing them

Dave

 

[tasflyer]

Tas, what you are saying is crazy. do you truly believe that J* actually allows their staff to break the law? I like to think that most people have a degree of honesty, and I would also like to think that people in a service industry are honest, and in my experience they are. I would bet $ on it that your missing item went missing because of a fellow Pax and not because of airline staff.Mr!

Mr ! not crazy ... without a transparent policy for lost property found and unclaimed items disposal how can anyone have faith in J* honesty.
I am not calling J* staff thieves, most I am sure would do the right thing given the chance.

And yes the item may have been taken by a fellow J* pax ; I accept that but perhaps J* could be a bit more helpful , have an open and transparent policy on lost property and most importantly establish a lost/found register so silly people like me can at least have a chance of finding a lost item.