Jetstar scammers

[rossco77]

After booking a ticket on the internet for my girlfriend we discovered that she may not be able to go on that date, so i called the customer service line to find out my options. The Jetstar phone operator told me it was no problem because the money hadn't gone through sothe ticket was not confirmed so he could cancel the ticket and the money would be refunded when it came through. A week later the money had not been refunded so I called again only to be told that they would not refund the money and the ticket was already cancelled. I told them that i was given the wrong information the week before and that i would have kept the ticket or changed the date if i was told the correct information. I was told that i could not have a refund or the ticket now. I asked if they kept recordings of the phone calls and i was told by 2 people that they do record all calls. They would not play the recording for me but said they would listen to it. More than a week later i was contacted today to be told that they can't find the recording.... What a joke... they obviously heard their staff member giving me the wrong information on the recording and chose not to do the right thing and just admit it...

 

[munitalP]

I can't be bothered replying to this....

Ok, I have... Welcome to AFF roscco, some more details would be good...

 

[mannej]

Hi Roscoe,

Before you go any further, please not that ranting will not get you that far. We currently have a Jetstar staff member who frequents this board.

For you to get the most use out of this board, please keep your points short, sweet and to the point. Leaving any emotive or provocative language out of your posts will give you a better chance for your post to be answered to your satisfaction.

 

[rossco77]

ok, fair enough. its just so frustrating....

 

[rossco77]

I only cancelled the ticket because their phone staff told me that it would be refunded... If they had told me that it would not be refunded then i would have kept the ticket or changed the date on it...

 

[JetstarNews]

After booking a ticket on the internet for my girlfriend we discovered that she may not be able to go on that date, so i called the customer service line to find out my options. The Jetstar phone operator told me it was no problem because the money hadn't gone through sothe ticket was not confirmed so he could cancel the ticket and the money would be refunded when it came through. A week later the money had not been refunded so I called again only to be told that they would not refund the money and the ticket was already cancelled. I told them that i was given the wrong information the week before and that i would have kept the ticket or changed the date if i was told the correct information. I was told that i could not have a refund or the ticket now. I asked if they kept recordings of the phone calls and i was told by 2 people that they do record all calls. They would not play the recording for me but said they would listen to it. More than a week later i was contacted today to be told that they can't find the recording.... What a joke... they obviously heard their staff member giving me the wrong information on the recording and chose not to do the right thing and just admit it...

Hi - so sorry you’ve recently had a difficult experience and thanks for bringing this situation to our attention. I’d like to investigate this properly and come back to you with a resolution. Would you mind personal messaging me your full name, contact information and booking reference so we can investigate and call you directly?


Thanks,


Simon Westaway
Head of Corporate Relations

 

[markis10]

New members are restricted in what/who they can send a PM to, so I have sent a message offering to act as a repeater so to speak!

 

[TheInsider]

ok, fair enough. its just so frustrating....

Two things.
1. When you booked the ticket online did it say it was refundable?
2. Again JQ have another call centre provider based in Manila run by a company called Stella. This is a new call centre, so people would be be getting the hang of things (not an excuse i know), but moreso another reason why JQ should've kept Salmat (based in Melbourne and Malaysia) or even decided to do their reservations in house under actual Jetstar and not a 3rd party..

Just more LCC BS that JQ can't seem to get right. You outsource (not necessarly offshore) your quality drops and you piss off your customers.

 

[drron]

Hopefully it looks like you may get some resolution of your problem.
But a word of advice(not just restricted to Jetstar)-when ringing always write down the name of the person you talked to and the time you rang as well sas the time the call took.Much harder for anyone to then deny the conversation took place.With Telstra also ask where the person you are talking to is physically located.

 

[TheInsider]

With Telstra also ask where the person you are talking to is physically located.

ALL JQ English phone staff are located in Manila.

 

[drron]

ALL JQ English phone staff are located in Manila.

Mrs.dr.ron knows that only too well-had another session with them yesterday.

 

[TheInsider]

Mrs.dr.ron knows that only too well-had another session with them yesterday.

Haha, sounds about right then!

 

[ethernet]

Disclaimer: Always say you with to record their conversations for training and quality assurance purposes ;-). Telephone to USB conversation recorder.
Humbug - Record first, ask questions later. $30 landed gizmo here
Sunsky - USB Telephone Recorder (Dual recording：Supports two telephone recording) will log your calls.

There are apps to record calls out there - but for some reason can be scarce.

And if you cop an outrageous wait time - call them back . I'm wonder if hanging on for 45 minutes (Tiger) or JQ actually costs them money.
Choice phrases are 'Oh - your not English' - and hang up or 'and that's all I wanted to say' click.

 

[ric_melb]

I guess if Mrs dr.ron flies Jetstar, has a Citibank credit card, and a mobile phone with Optus, then she has hit the Manila trifecta!

 

[adampenrith]

I think the original poster (new to the forum) had a legitimate grip with JQ.

He was offered choices - made one - and then it was not honored.

It is a major problem with call centres - as staff sometimes don't make notes on your account, and there is no record of your call.

Had issues with all foreign based call centres along those lines.

I can even remember being in Japan and ringing the english speaking call centre for Northwest airlines and being hung up on as the operator I spoke with had very little English and could not understand my question about my upgrade which was on standby - had it cleared.

Keep contacting them until you get what you want.

 

[drron]

I guess if Mrs dr.ron flies Jetstar, has a Citibank credit card, and a mobile phone with Optus, then she has hit the Manila trifecta!

Citibank card has been cancelled,optus only lasted 3 months.

 

[wmetz]

If there is no recording of u canceling the ticket then I think it means u justed dreamed canceling the ticket and therefore your ticket cant be cancelled.

So ring back and confirm your flight. If they say you canceled the ticket then ask then to prove it. Which then would prove that dreams can fly.

 

[albatross710]

This would have to be a grey area at best. If T&Cs have been accepted then acting on it before the payment is processed is still going to make the OP subject to the original T&Cs.

If there is no luck with Jetstar directly then there might be recourse via the card provider as the merchant (Jetstar) has failed to deliver the product/service.

For the sake of a couple of $ hopefully JQ will reinstate the ticket.