Jetstar - why would anyone bother?

[Timba-Jet]

Respectfully disagree. Don't see how their incompetancy to do their job should result in my pockets being lighter.

I don't understand this comment. It sounds like your pockets are lighter due to the JQ agent doing their job competently on the return leg as per their T&Cs.

Edited: ok makes more sense after reading your last post.

 

[serfty]

Incorrect. Had they informed me that my bags were overweight in Melbourne, I would have left the surfboard and a few golf clubs behind in the car.

Surfboard, golf clubs?

How incompetent was your original check in agent? Were you travelling StarClass?

Bulky Items | Jetstar

How much to hire a surfboard at your destination?

Seriously, Jetstar do provide you with plenty of information regarding your checked baggage allowance; it really is up to the passenger to read and understand.

 

[niemann]

The moral of the cheap-airlines story is: if you need to travel doing anything slightly outside the norm (the norm being you, a light bag and a desire to get to your destination around, but not exactly at the scheduled time), you do so at your peril. I reserve my sympathy to people forced to fly JQ because QF mainline doesn't operate the route anymore eg. to Tas. People should know by now what the score is...'cheap' airfares come at a cost. It mightn't be nice, but that's the world we live in.

 

[JetLagged]

Ummm - just wondering - has anyone noticed that the OP has not posted any response at all - maybe it gave him a chance to get things off his chest in a rant - maybe worried about being flamed - or then again ..... well, fill in your own theories.

 

[JetLagged]

Incorrect. Had they informed me that my bags were overweight in Melbourne, I would have left the surfboard and a few golf clubs behind in the car.

OK - so if you had lined up, finally gotten to the check-in counter, found your golf clubs and surboard put you over the limit, then:

• you would have left the line
• taken all your stuff back to the car
• repacked your gear
• then gone back to the terminal
• waited in line yet again
• and checked in with the right weight of baggage?

Mind you, all of that would have been averted if a) you had read the T&C of your ticket with regards to baggage, and b) checked the weight of your baggage BEFORE you left home for the airport.

I'm sorry - but I think your posting has just as many flaws of logic as the OP. Because the cjeck-in agent in Melbourne was overly generous to pass your level of excess baggage and not charge you for it, then you are p*ssed off when you were charged at the other end? As I said, just as many logic flaws as the OPs admission that a) he never bothers to read the fine print details, and b) didn't bring his e-ticket with him.

And as for the question as to what blame is attributable to the TA, my agent always gives me a copy of the Itinerary which lists which terminal I am flying out of, and would think that any half-decently competent agent would do the same. Which brings us back to the responsibility fot he flyer to ensure that they are at the right termninal at the right time.

 

[hopes]

As I said, just as many logic flaws as the OPs admission that a) he never bothers to read the fine print details, and b) didn't bring his e-ticket with him.


Am I alone in being confused by people that don't understand the whole point of an e-ticket isthat it is electronic. If you take a copy with you it ceases to be an e ticket and becomes just a ticket - back to 1975. I think Jetlagged needs to get with the 21st century.

I don't think the items quoted by Jetlagged are logic flaws just normal behaviour by normal people.




























am

 

[Shanye2233]

This is my first post I'm happy to see the message make a post today and become an active member for the last time.
I like jetstar for one reason the price beat guarantee. I dislike jetstar for many reasons , and I would have behaved the same as the OP. Lately I have found is so difficult to price beat after being on hold for an hour then getting hang up on it's very annoying. There rules for price beat continue to update everyday. Now it's not just the same route same fare it also has to be the same time within 1 hour and same cruise speed , oh and it can't be a return flight has to be a one way fare because not so long ago tiger had $19.95 to BNE and $1 return so no more return matching . ANyway jetstar look at tiger website who flies SYD-MEL for $20 the flights are 9.15 jetstar are 10.30 tiger 12.30 jetstar 1.45 sorry we can't price beat that for you. " can I talk to a supervisor " ? Sorry no supervisors here , weird
answer . Call back asks for supervisor can I have your booking number please . I don't have a booking I want to talk to supervisor again after 70 mins waiting . Sorry I can't put you thru without a booking reference number ( is everyone that works for jetstar filiopino ) hang up try again . Finally get a supervisor tell them what happened with the CSR no sir no agent would say that. Ok so I play the recording for him , as all the phone calls are recorded well so are mine
So sorry sir I will give you a $50 travel voucher to use to book your flight I will transfer you to CSR . 90 mins I make two separate bookings I would like to use the travel voucher to pay for the flight . Sorry sir what voucher the voucher the supervisor just gave me , oh please hold. Hello sir the travel voucher will be sent to you email within 6 weeks. Hahaha . Forget it.
Finished flight 2 months later no voucher call again. Hello after supervisor do you have a booking number :-|
Welcome to jetstar !




























am[/QUOTE]

 

[samiam]

Lately I have found is so difficult to price beat after being on hold for an hour then getting hang up on it's very annoying.

I have flown JQ twice in the past 6 months- and hadn't flown them for 3 years until recently. My first experience with their customer service line in February was a shocker- pushed from pillar to post in order to resolve a booking engine error- this took about an hour and involved 3 different agents and a supervisor (btw, the 3rd agent fixed the issue- not the supervisor).

Last Saturday, however, I called the price beat number and they were able to price match and book my selected flight in less than 5 minutes. I would have been on hold for < 5 mins also.

Experiences and service can vary.

 

[Moopere]

" can I talk to a supervisor " ? Sorry no supervisors here , weird answer . Call back asks for supervisor can I have your booking number please . I don't have a booking I want to talk to supervisor again after 70 mins waiting . Sorry I can't put you thru without a booking reference number ( is everyone that works for jetstar filiopino ) hang up try again . Finally get a supervisor tell them what happened with the CSR no sir no agent would say that. Ok so I play the recording for him , as all the phone calls are recorded well so are mine
So sorry sir I will give you a $50 travel voucher to use to book your flight I will transfer you to CSR . 90 mins I make two separate bookings I would like to use the travel voucher to pay for the flight . Sorry sir what voucher the voucher the supervisor just gave me , oh please hold. Hello sir the travel voucher will be sent to you email within 6 weeks. Hahaha . Forget it.
Finished flight 2 months later no voucher call again. Hello after supervisor do you have a booking number

Ha, that was a good read I must say.

Seriously though folks, perhaps I'm somehow out of touch, but how much pain and wasted time are we willing to go through to save $100 or even $200 with these LCC's? What do we value our own time at? Zero?

 

[TheInsider]

This is my first post I'm happy to see the message make a post today and become an active member for the last time.
I like jetstar for one reason the price beat guarantee. I dislike jetstar for many reasons , and I would have behaved the same as the OP. Lately I have found is so difficult to price beat after being on hold for an hour then getting hang up on it's very annoying. There rules for price beat continue to update everyday. Now it's not just the same route same fare it also has to be the same time within 1 hour and same cruise speed , oh and it can't be a return flight has to be a one way fare because not so long ago tiger had $19.95 to BNE and $1 return so no more return matching . ANyway jetstar look at tiger website who flies SYD-MEL for $20 the flights are 9.15 jetstar are 10.30 tiger 12.30 jetstar 1.45 sorry we can't price beat that for you. " can I talk to a supervisor " ? Sorry no supervisors here , weird
answer . Call back asks for supervisor can I have your booking number please . I don't have a booking I want to talk to supervisor again after 70 mins waiting . Sorry I can't put you thru without a booking reference number ( is everyone that works for jetstar filiopino ) hang up try again . Finally get a supervisor tell them what happened with the CSR no sir no agent would say that. Ok so I play the recording for him , as all the phone calls are recorded well so are mine
So sorry sir I will give you a $50 travel voucher to use to book your flight I will transfer you to CSR . 90 mins I make two separate bookings I would like to use the travel voucher to pay for the flight . Sorry sir what voucher the voucher the supervisor just gave me , oh please hold. Hello sir the travel voucher will be sent to you email within 6 weeks. Hahaha . Forget it.
Finished flight 2 months later no voucher call again. Hello after supervisor do you have a booking number :-|

[/QUOTE]


Okay? A bit hard to read.

1. PB booking have always had to be within 1 hour for Domestic flights and are on a one way basis only. This has always been the case and cannot make any changes until the expiry date of the promotion.
2. No 'supervisors' in the call centre, they are 'team leaders', these people make sure agents are hitting their KPI's (such as average call times, how long it takes for the agent to finish the call and take the next call, their conversion rate for sales vs calls taken)
3. Everyone that work in the call centre is represententing JQ from Manila.
4. I hope you told the staff you were recording the call, otherwise that is illegal to do so, without prior knowledge.
5. Call centre staff cannot make vouchers. This has to be sent to JQ for approval.
6. 90min to make a booking, i find VERY hard to believe, especially with how much monitoring these guys get, along with their stringent KPI's.

 

[Shanye2233]

I wasn't recording the conversation until he told me that no supervisors are there and he was the supervisor then I told him I'm recording this conservation could you repeat that.
I work afternoon shift so I'm home by midnight and call and yes it's always at least an hour to make a booking and every CSR gives me different answers I'm still waiting for a response from the email I sent on the website 8 weeks ago.
I love their PB policy but if they aren't happy someone taking advantage of it then dont offer it .

 

[LovemyCC]

Another issue with LCC is that they move considerable more people than full service airlines. Less planes but same amount of passengers (or more in some cases). More customers mean likely more complaints too.

FYI flown JQ dozen times, out of a dozen, one flight was cancelled SYD-MCY. Was placed on DJ flight SYD-BNE and bussed to MCY. Otherwise other option was next day flight. I thought that was reasonable, but other customers around me were not happy.

Love me or hate them, they do help the airline industry stay competitive. Without volume, Qantas and subsidiaries would not survive. And would get eaten up by a foreigner.

 

[Shanye2233]

I'm getting JQ means jetstar but can't work out what LCC means or DJ David jones ?

 

[Stephen65]

LCC = Low Cost Carrier

DJ = IATA airline code for Virgin Australia (the former Virgin Blue)

 

[Shanye2233]

LCC = Low Cost Carrier

DJ = IATA airline code for Virgin Australia (the former Virgin Blue)

Many thanks , what about a Y flight and a J-flight ?

 

[LovemyCC]

J = business class
Y = economy class

 

[Shanye2233]

Thanks it makes things alot more clear , back on topic I feel jetstar customer service and customer relations could use a major upgrade. I'm flying SYD-MEL in June tiger airways is $60 return. Its
Not worth calling jetstar for an hour trying to match a price for a compatible time route speed one way flight . And unfortunately for me
I just joined the qantas club.

Is it possible to sell or transfer the membership?

 

[JohnPhelan]

Am I alone in being confused by people that don't understand the whole point of an e-ticket isthat it is electronic. If you take a copy with you it ceases to be an e ticket and becomes just a ticket - back to 1975. I think Jetlagged needs to get with the 21st century.

Read the T&Cs - you are required to carry a copy of the e-ticket/invoice with you (could be carried digitally on a smartphone etc).

 

[JohnPhelan]

(deleted post - repeated due to computer error)

 

[MEL_Traveller]

just came across this thread...

the real issue here is the 3 hour delay.

the OP asked for a refund.

For a material flight time change, and three hours on a domestic flight is material, no matter which way you look at it, they should have offered a refund.

It does not matter what the terms and conditions say about refunds, or the amount of delay before JQ will voluntarily give you a refund... contract law and consumer protection law cannot be 'written out' by supposed terms and conditions, no matter which boxes you check or how many boxes you check. You still have rights.

Bearing this in mind (and JQ fully knows this) - they should just stump up and offer the refund.

The other course of action for the OP if they hadn't booked through an agent would be to simply do a charge back through your credit card as you did not receive what you paid for.

Some of what we consider 'good customer service' is driven by contractual rights. Rather than giving you a refund it is often simpler just to put you on the next available flight (as Qantas or Virgin would do). We think that's great customer service, but in reality it also has a financial underpinning for the airline (that is, not having to process a refund).

It's the same when Qantas says they will 'refund a flight' if they can't reaccommodate you on an acceptable alternative (for example with the NRT flights).

Even though you have a non-refundable ticket - they have to process a refund. It's not them being generous.