Kudos to Jetstar

[awilcockson]

Not something you would have ever heard me say before, nor likely to hear again.

A friend of ours who never flies and doesn't have a credit card had a death in the family and needed to fly interstate tomorrow to be with her family. She rang my wife and asked her to book a flight from Brisbane to Adelaide for tomorrow morning. Jetstar was the cheapest option, the flights were booked with my credit card, and the itinerary was sent through to our friend ... at which point she realised she had actually meant to say Perth, not Adelaide!

Uh oh, I figured, there's $250 for a useless return flight down the drain, and then another $400 for the Perth return flights. A quick call to Jetstar, however, had them changing the flight destination from Adelaide to Perth, and all for nothing more than the cost of the fare difference.

To say that I was impressed was an understatement. Well done Jetstar!

 

[LiamR]

Wow. That's impressive, never heard of that sort of customer service before. I wouldn't expect that from the QF Platinum line, let alone the JQ call centre.

I'd send some feedback to JQ somehow to let them know what a great job they did.



Its sad how impressed I get when a customer service agent does the right thing, we are all so use to them making our lives harder that when a helpful one comes along, they become out hero....

 

[Robert K]

how soon after the booking did you make the call?

 

[awilcockson]

how soon after the booking did you make the call?

about 30 minutes (and then 30 minutes on hold)

 

[JetstarNews]

Not something you would have ever heard me say before, nor likely to hear again.

A friend of ours who never flies and doesn't have a credit card had a death in the family and needed to fly interstate tomorrow to be with her family. She rang my wife and asked her to book a flight from Brisbane to Adelaide for tomorrow morning. Jetstar was the cheapest option, the flights were booked with my credit card, and the itinerary was sent through to our friend ... at which point she realised she had actually meant to say Perth, not Adelaide!

Uh oh, I figured, there's $250 for a useless return flight down the drain, and then another $400 for the Perth return flights. A quick call to Jetstar, however, had them changing the flight destination from Adelaide to Perth, and all for nothing more than the cost of the fare difference.

To say that I was impressed was an understatement. Well done Jetstar!

Thanks for the positive feedback on your customer service experience with Jetstar.

We really try to be flexible at times such as the situation highlighted above. I'll make sure it gets to our customer service team.

Cheers,

Jetstar

 

[Jacques Vert]

Wow. That's impressive, never heard of that sort of customer service before. I wouldn't expect that from the QF Platinum line, let alone the JQ call centre.

Actually, I've had similar from QF on two occasions (and I was Gold not Plat).

But more importantly; Well Done JQ

JV

 

[Simo]

I have done that as well and was all sorted and fixed up for no extra. I picked the wrong time...

I have also had an entire return trip credited back as I was supposed to book the flight but someone decided to book my flight as well(very helpful person) all done on the same day.

I would have been happy with a credit on my account.

Generally they are good if you want to change on the day you make the booking.

 

[pshepvic]

I've had QF refund a one-way red e-deal after I realised that I'd booked the right airports, but in the wrong direction. Was only Gold at the time too. I called them within about 10 minutes of booking, when I realised after the confirmation came through!