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jetstar's deplorable service!

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raychewie1979

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Aug 1, 2007
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Jetstar have sunk to the lowest of the low! monday night my husband and i missed our flight. our fault, so we copped $120 charge to book another flight on tuesday. the guy gave us an option of either 06:45 or 12:50. so we chose the 12:50. when we tried to check in at 12 on tuesday we were told we missed the 06:45 flight! apparently jetstar's policy is if you miss a flight you must go on the next available. we were never once told this. we were told we had an option. the manager refused to listen to us, interrupted us, never once apologised and refused to acknowlede their staff had made a mistake and given us the wrong information. she basically called us liars, by saying she believed what the computer said and not us! there were seats available on the 12:50 but they refused to let us on it. when i asked for her name, she said rosalin but was holding her name badge/lanyard in her hand so i could not see it! absolutely disgusting service! the worst i have ever experienced as a customer anywhere! i am taking this further and encourage all to NOT FLY JETSTAR! this has got to stop. they cannot get away with this anymore. at the same time we had to rebook our flight on monday night, a single mother with a new baby was also refused and was told to sleep in the international area. our flight had not even started boarding at this stage!
 

JohnK

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Whilst I feel sorry for both of you and the situation with which you were faced I cannot see any improvements in JQs customer service as long as people keep flying the airline and just continue to accept rude customer service.

OK, I have never flown JQ, and I never will unless it is a matter of life and death, but more and more of these stories are emerging everyday. Maybe people just love to knock JQ but I see a different pattern.

JQ does not have to be the future.
 

opusman

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raychewie1979 said:
apparently jetstar's policy is if you miss a flight you must go on the next available.
That just seems ridiculous if it's true. Once you've forfeited your original fare and have to buy another one, you're effectively buying a new ticket.

Taken to its logical conclusion you would never be able to fly Jetstar again if you missed a flight and didn't take the next one :)

Seems much more likely that the CSO you rebooked with put you on the wrong flight.
 

NM

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JohnK said:
JQ does not have to be the future.
As long as people keep demanding more competition and lower fares, JQ will continue to have a future.

And a steady flow of stories such as this can have the opposite effect on people than what you may first think. Reports of this type of treatment can reinforce people's view that JetStar is an airline that cuts costs and tries to save money in everything it does - hence can offer the lowest price. Couple that with a common belief that "it won't happen to me" and many people are willing to take the risk of receiving poor treatment (perceived to be a low risk because it won't happen to me) in order to save some money. And in some cases it may not even be the cheapest solution.

Now we may know better. But for many people, these perceptions are reality. Many people here are willing to pay a little more for their travel product in order to minimise the risk of such poor customer service experiences. Of course there are now plenty of people who don't have much choice because QF has decided their routes should only be serviced by JQ.
 

JohnK

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NM said:
As long as people keep demanding more competition and lower fares, JQ will continue to have a future.
Totally agree with what you have to say. People want to pay less but that does not mean the LCC has to abandon customer service. It does not cost anything to be polite.

Hopefully the new LCCs arriving into Austalia will be a success story and JQ will be buried along with Ansett, Compass, Ozjet etc.
 
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moa999

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so you paid cash/ credit card for the additional fee
but didn't get a receipt / itin print out ???

and didn't ask for one
 

davocns

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Joined
Apr 12, 2006
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I guess when you travel with a LCC - be prepared ! Read the terms and conditions on the booking page ,make yourself aware of what may or may not be done. Personally ,I have flown with Jetstar maybe eight times (all between CNS-ADL) and have never had a single problem , in fact ,have found all staff and crew to be friendly and helpful, and have always had "good" seats . Maybe I have just been lucky !
 

markis10

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JohnK said:
Hopefully the new LCCs arriving into Austalia will be a success story and JQ will be buried along with Ansett, Impulse, Ozjet etc.
LOL, JQ is Impulse so they are not quite buried yet (same ACN), and Ozjet is happily taking folks to Norfolk!

As for the original OP's story, if you paid money you would have got a receipt with the new flight details on it, probably worth checking I would have thought.

IMHO a lot of JQ pax are VFR (visting friends and relatives) first timers and expectations may not meet reality in many cases, for instance when they first flew to Hamilton Island there were quite a lot of people getting of the flight looking for a caravan park to stay in, they had never been there before, never flown before but were taking advantage of the cheap flights to go somewhere new.

I have flown JQ and have to say the service is good, I just have to remember that if I miss a flight there are no bending rules as there is with QF despite being CL.
 

Philip76

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Jun 6, 2006
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You're on the radio right now, talking about this with Derryn Hinch aren't you!
 

Shano

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But according to Skytrax, Jetstar is the best LLC in the world....[ :shock: :confused: ]

Jetstar named world's best | The Australian

JETSTAR has been voted the world's best low-cost airline in the respected SkyTrax annual survey.

Skytrax collated the results from 14million respondents, and 5 million in the low-cost carrier category.

Jetstar also beat Virgin Blue to take the best low-cost carrier in Australia-Pacific and the best cabin staff for Australia-New Zealand. The win contradicts a survey of 4000 people by Choice magazine, which found that passengers were least satisfied with Jetstar.
Just goes to show how little confidence you can place in some of these surveys.
 

bigjobs

Active Member
Joined
Jun 4, 2005
Messages
783
raychewie1979 said:
Jetstar have sunk to the lowest of the low! monday night my husband and i missed our flight. our fault, so we copped $120 charge to book another flight on tuesday. the guy gave us an option of either 06:45 or 12:50. so we chose the 12:50. when we tried to check in at 12 on tuesday we were told we missed the 06:45 flight! apparently jetstar's policy is if you miss a flight you must go on the next available. we were never once told this. we were told we had an option. the manager refused to listen to us, interrupted us, never once apologised and refused to acknowlede their staff had made a mistake and given us the wrong information. she basically called us liars, by saying she believed what the computer said and not us! there were seats available on the 12:50 but they refused to let us on it. when i asked for her name, she said rosalin but was holding her name badge/lanyard in her hand so i could not see it! absolutely disgusting service! the worst i have ever experienced as a customer anywhere! i am taking this further and encourage all to NOT FLY JETSTAR! this has got to stop. they cannot get away with this anymore. at the same time we had to rebook our flight on monday night, a single mother with a new baby was also refused and was told to sleep in the international area. our flight had not even started boarding at this stage!
man, that just sucks. my thing is to get just about everything written down. there is a distinct lack of responsibility in the community today and so i always look for ways to make other responsible for their dealings with me by getting things in writing.
 

JohnK

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Mar 22, 2005
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41,179
markis10 said:
LOL, JQ is Impulse so they are not quite buried yet (same ACN), and Ozjet is happily taking folks to Norfolk!
Not that funny. Maybe I meant Compass and not Impulse. And isn't Ozjet operating charter services? Well if that is where JQ ends up then I know which charter services to avoid.
 

ansettrule

Intern
Joined
Mar 14, 2006
Messages
58
What a surprise,I know 3 Jetstar employee's who say they wouldn'y even fly with the airline themselves.
So what does that say for them??.
I don't like the way this country's airline industry is going,what happened to good old fashioned service???, me think it died when Ansett were murdered by Air NZ.
 

Dave Noble

Senior Member
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Oct 10, 2005
Messages
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People want cheap prices ; most people don't have access to lounges , priority check in et al and are prepared to pay less for JQ regardless of the service

When looking rosy eyed at Ansett / QF duopoly days, look at the prices that were being charged and restrictions on cheap fares such as requiring 14 day Advanced purchase

Dave
 

opusman

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Joined
Jun 27, 2006
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Yes you only have to travel domestically in Europe (not the UK) to be reminded how much better it is in Australia these days. 21-day advance purchase, must stay away a saturday night conditions and return flights cheaper than one-ways are all still very common there.
 

NM

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ansettrule said:
I don't like the way this country's airline industry is going,what happened to good old fashioned service???
I think it died when passengers demanded that we have more competition and that it result in lower prices. We had good service when there was little in the way of competition and high air fares. Yes, prices have fallen, and so has the standard of service across the board. The focus on lower fares forced the airlines to reduce their baseline costs, and look at what we have now.
 

Dave Noble

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NM said:
I think it died when passengers demanded that we have more competition and that it result in lower prices. We had good service when there was little in the way of competition and high air fares. Yes, prices have fallen, and so has the standard of service across the board. The focus on lower fares forced the airlines to reduce their baseline costs, and look at what we have now.
And I would suspect that a lot of people would rather have cheaper fares and just snacks on flights ( other than at mealtimes ) on QF services than have better service. Personally, I like the way I can get one ways at reasonable prices and can make impulse trips without being slaughtered on price

And given the apparant success of JQ, there are a lot of people who really are focused on price

Dave
 

pauly7

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Joined
Dec 8, 2004
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davocns said:
I guess when you travel with a LCC - be prepared ! Read the terms and conditions on the booking page ,make yourself aware of what may or may not be done. Personally ,I have flown with Jetstar maybe eight times (all between CNS-ADL) and have never had a single problem , in fact ,have found all staff and crew to be friendly and helpful, and have always had "good" seats . Maybe I have just been lucky !

Have flown Jetstar about 8 times, mainly into tasmania but also the gold coast. All flights have been fine, have secured the good seats just by asking and had great service... I think the bad stories are not a represenative sample of the experience for most travellers. My cousins have had some absolute horror stories on Virgin Blue and Ansett, but I don't believe they are either. I don't believe the dramatic 'what is happening to our airline industry' people, I think its just fine! QF are alot cheaper to fly now relatively than they were ages ago!!:D
 

NM

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Dave Noble said:
And I would suspect that a lot of people would rather have cheaper fares and just snacks on flights ( other than at mealtimes ) on QF services than have better service. Personally, I like the way I can get one ways at reasonable prices and can make impulse trips without being slaughtered on price

And given the apparant success of JQ, there are a lot of people who really are focused on price

Dave
That is exactly my point. I am not saying one is better than the other. But I believe that one of the direct consequences of increased competition and reduced fares is a reduction of the traditional service levels. Those who complain about reduced service levels need to understand this is directly result of reduced fares (and vice versa).
 
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