Poor Customer service with Jestar...Anyone Surprised?

[nardcornish]

I had a bag destroyed by Jetstar after it fell of the luggage cart at sydney airport and got crushed under the wheel. I didn't have a problem with this as accidents do happen however the claims process has been a nightmare. I had very helpful staff at the baggage counter at jetstar who organised a replacement bag and gave me all the forms I needed to claim for the damaged contents. I completed all forms and singed the release papers to get my money and I still haven't received any money six months after this. I've sent about 12 emails to the domestic claims department (who will not provide me with a contact number to discuss) and have received mostly no response or an inappropriate response. I cannot find any contact numbers to call any complaints department and I have submitted 2 online complaints which received no reply. It is like they a deliberately avoiding the issue and don't intend on paying for the contents destroyed.

Has anyone had a similar experience or have any suggestion as to how I can resolve this?

 

[markis10]

Sounds like you are at least due a $50 voucher

. You can have confidence in how quickly we will respond to an
issue
Every single Jetstar employee is a customer too, and we know from our own
experience of other organisations’ customer service, that not knowing where
you can find help when you have an issue can be really frustrating.
If you have a problem regarding your travel with us, we will try to resolve
the issue at your first point of contact with us.
If we are unable to resolve your issue on the spot, we will refer you to our
Call Centre where we have a dedicated Customer Assistance Team to support
you to solve more complicated issues over the phone.
If we still can’t resolve the issue to your satisfaction and you wish to write a
formal complaint, click here or see the “Contact Us” link at the bottom of our
homepage at Cheap flights - Jetstar Airways for our address. If you prefer, formal
complaints can also be sent to us online at
Customer Relationships Feedback.
We commit to having a dedicated Customer Care Team who is there to
resolve all formal complaints we receive from our customers fairly, openly
and consistently.
We understand that getting a prompt response when you have a complaint is
important, that’s why we commit to:
• send you a dated acknowledgement of your written complaint within 24
hours of the receipt of the complaint by our Customer Care Team; and
• respond within 15 business days of receipt of your original
correspondence.
If we fail in our commitment, call us and we’ll send you a $50 Jetstar
travel voucher.

 

[nardcornish]

I've used the customer relations feedback link twice to make a formal complaint and received no response. I also contact the number on the contact list in april and was told they were unable to help me and referred me to the baggage department in sydney. I rang and left messages twice and no one returned my call