JQ flight cancellation / service recovery procedure

[JohnK]

Will I fly J* again? Yes, esp. if it is JQ35 or JQ1!!:mrgreen:

Good to see that things worked out well for you.

Has Jetstar employed a new public relations team?

 

[Red Roo]

Most certainly did, Red Roo, and I was told that the Customer Care Executive was "happy to see" that I'd been provided with the options of either a refund or to fly the next day. I received two emails from customer care when I asked some direct questions and neither of them answered any of my queries (and were, in fact, just templates). One of the worst service recoveries I've ever experienced for a cancelled service and certainly pushed a lot of business away from Qantas. For the record, I was not even offered a good will voucher or the like.

I'll pass on your comments to the Customer Care team for their reference. While it's not always possible to offer a gesture, each case is considered individually within their guidelines.

 

[kpc]

...Oh BTW, it will take another 15 business days before I see the $150 in my bank account..:shock:

Just to tidy this thread up, overnight the $150 was refunded to my bank account by J* so much quicker that I was expecting. I also did receive the $25 J* travel voucher in addition to the $100 one first given.

 

[samh004]

Thought I'll post our somewhat positive experience on my cancelled JQ flight last night which was the last Mel-Syd flight for the day, scheduled to leave at 2045 and arr in Sydney at 2210. There were mechanical problems and we didn't board till 2115. I was told that we needed to be airborne by 2150 to safely beat the 2300 Sydney curfew. Doors closed at 2130 with a packed flight. I started to get concerned when we didn't start pushback straight away...sure enough at 2150 pilot announced the initial problem had recurred and we had to deplane.

Got back to a deserted terminal, and had to wait 15-20 minutes for the ground crew to return....that wasn't so good. Melbourne residents were told to collect luggage and go home, and had to ring J* reservations to rebook a flight the following day. Those that needed accommodation had to wait til something was sorted out....there were nearly 100 people waiting so I asked if I could sort out my own accommodation and get reimbursed later...given the green light, and quick smart found a rate of $160 at the Holiday Inn Mel airport on my smartphone, and 15 minutes later we were checked in and in our room!!

Found an automated email from J*, stating that we would be reimbursed up to $150 for hotel (could catch taxi if no train / bus), $35 per person for dinner (not sure why as already past 10 pm), $15 per person for breakfast, given a $100 travel voucher for a J * flight each as an apology, and the claim form. Also given a phone number to ring, and 10 minutes later we had rebooked a 12 noon flight today at our request....told it was a QF flight but it was actually a Virgin flight (caused a bit of confusion at the Mel Qantas Club when they couldn't find our names but sorted out after they called J *).

Nevertheless, whilst I have not been reimbursed yet, I think it was a pretty good service recovery by J* for a $65 fare.....so if you don't want to hang around waiting for J* to sort something out, this is what they seem to offer if you are forced to overnight in a non home city due to a J* flight cancellation.

Sounds like a positive experience, for a change, when things go wrong on an LCC. I never would have expected this to be honest, and ahivng read that you were so well looked after gives me some faith in booking with them if I need to. Also interesting about Melbourne residents being told to go home... although they probably don't have too much access to QFF profiles, could there be some benefit in listing a home address somewhere you never are, and a business/other address for home, to make sure you're always looked after?

Perhaps interestingly, to compare, also had a flight cancelled recently, a JASA on Qantas. Despite the paperwork not being taken care of by the time I arrived late (and thus missed connecting flight), I was first off the plane and there was no one at the service desk so they sorted me pretty quickly.

From BNE airport I ended up at the Pullman in the city, with a cabcharge voucher for there and back, $20 for breakfast and $35 for dinner - explicitly not including drinks - and a $10 in-room phone call. I didn't need dinner and my rebooked flight was so early they'd have still been serving dinner when I left (well nearly) so didn't have breakfast either, or use the phone call.

Didn't get a voucher or any compensation, but then I was just happy I had been taken care of, and was aware of how much had been spent on me, considering the hotel, and then the cabcharges were over $50 each way!

 

[Red Roo]

Sounds like a positive experience, for a change, when things go wrong on an LCC. I never would have expected this to be honest, and ahivng read that you were so well looked after gives me some faith in booking with them if I need to. Also interesting about Melbourne residents being told to go home... although they probably don't have too much access to QFF profiles, could there be some benefit in listing a home address somewhere you never are, and a business/other address for home, to make sure you're always looked after?

Perhaps interestingly, to compare, also had a flight cancelled recently, a JASA on Qantas. Despite the paperwork not being taken care of by the time I arrived late (and thus missed connecting flight), I was first off the plane and there was no one at the service desk so they sorted me pretty quickly.

From BNE airport I ended up at the Pullman in the city, with a cabcharge voucher for there and back, $20 for breakfast and $35 for dinner - explicitly not including drinks - and a $10 in-room phone call. I didn't need dinner and my rebooked flight was so early they'd have still been serving dinner when I left (well nearly) so didn't have breakfast either, or use the phone call.

Didn't get a voucher or any compensation, but then I was just happy I had been taken care of, and was aware of how much had been spent on me, considering the hotel, and then the cabcharges were over $50 each way!

Glad to know you were looked after. Thanks for sharing this experience.