Still waiting for a JQ Itinerary after 11 days!

[perthflyer]

Hi All,

I booked a flight online with JQ on July 15th, as of today July 26th, I still have not received an itinerary.

I have logged on to their website and resent my itinerary, and have been advised it will be sent within 24 hours, and have still not received it long after the 24 hour mark.

I have called their call centre, was initally hung up on after the agent didn't understand my questions (I called back and complained and received a $50 voucher - to my email address after banging on about the customer guarantee) but the two other agents I have also spoken to claim there is something wrong with my email address, which there isn't and that there is no known issue with customers not receiving their itinerary.

I am sure when I have booked with JQ in the past and quoted my QFF number, the booking has shown up on my booking list in my QFF account, this booking is not being displayed, despite my QFF being quoted.

I have even sent an email via their online feedback form, 6 days ago, and despite their customer guarantee stating I will receive an acknowledgement within 24 hours, I have received nothing! Another $50 voucher coming my way I thinkk.

There is no doubt that Jetstar are a terrible business and that their customer service is amongst the worst you will ever deal with, but being able to receive an emailed itinerary shortly after making an online booking really does seem fundamental to the operation of an airline which relies on online bookings.

I also find their customer guarantee interesting. They are pretty brave publishing a list of KPI's, some of which they same unable to meet. I would hope that people are pursuing claims against this guarantee when Jetstar fail to deliver on their commitments.

Has anyone had a similar experience?

 

[mannej]

I have the same problem currently. There is nothing wrong with my email address so I am getting frustrated.
Pretty much same story but nothing seems to work.

As the two GDS systems are different I do not believe JQ bookings show up in the QF site, unless you are on a QF operated JQ codeshare. They will have a ghost reference number for their system.

Let me know how you get on with this one.


Sent from my iPhone using Aust Freq Fly app

 

[rwatts]

I have a gmail address I rarely use which gets forwarded to my primary address. My gmail address has a couple of dots in the name as separators. A couple of months ago I received several Jetstar emails including a couple of itineraries that had been sent to an address that was the same as mine but minus the dots.

Checking the headers there seemed to be no error in the email addressing so I could only think it was a bug in Google Mail's delivery, but I'm sure the intended recipient would be thinking Jetstar was at fault.

Richard.

[I feel no remorse for unsubscribing that user from the Jetstar spam mails either seeing they were ending up in my mailbox]

 

[samh004]

I have a gmail address I rarely use which gets forwarded to my primary address. My gmail address has a couple of dots in the name as separators. A couple of months ago I received several Jetstar emails including a couple of itineraries that had been sent to an address that was the same as mine but minus the dots.

Checking the headers there seemed to be no error in the email addressing so I could only think it was a bug in Google Mail's delivery, but I'm sure the intended recipient would be thinking Jetstar was at fault.

Richard.

[I feel no remorse for unsubscribing that user from the Jetstar spam mails either seeing they were ending up in my mailbox]

I'm sure that was a bug/rumour that afflicted gmail a few years ago, would be very surprising if that's happening.

 

[opusman]

Gmail ignores dots in email addresses - [email protected] is equivalent to [email protected], and mail sent to either will be delivered to the same account. This is a feature, not a bug.

 

[rwatts]

I'm sure that was a bug/rumour that afflicted gmail a few years ago, would be very surprising if that's happening.

IT never fails to surprise

Richard.

 

[rwatts]

Gmail ignores dots in email addresses - [email protected] is equivalent to [email protected], and mail sent to either will be delivered to the same account. This is a feature, not a bug.

Ahhh, the saying that has been around for years ! It may not be a bug per se but the mechanism that allows two accounts to be created by different people in that way would seem to be an issue then.

Richard.

 

[yohy?!]

In the same boat here - waiting 30+ days for a 3k itinerary, will probably just take a few screen shots instead

 

[opusman]

It may not be a bug per se but the mechanism that allows two accounts to be created by different people in that way would seem to be an issue then.

But it doesn't. At least, I just tried to create multiple variants of my existing gmail account with various numbers of embedded dots and it wouldn't let me create any of them.

 

[perthflyer]

I am pretty sure isn't an issue with my email (which is in fact a gmail). The $50 voucher was sent to the same email address I used for my booking, so at least some emails are coming through.

 

[mannej]

I would think that it is a bug in their system. I did the call, the re-send button and now have suggested that JQ post out the ticket in the mail

It is frustrating, however I do am not too worried, as I know the booking is confirmed, and not until November.

I may bring it further if I do not have any luck though (however for the price I paid, I am not really complaining or expecting too much)

 

[perthflyer]

I received this response yesterday from JQ;

Dear Mr,

Thank you for contacting us with your enquiry.
I'm sorry to hear that you have been experiencing difficulties receiving your itinerary for your booking. I can confirm that your itinerary was sent to the email address provided on your booking on 15 July, the date you made the booking online.

Further to this, your itinerary was sent to the same email address on 17 July at 9:45 AM, on 20 July at 10:36 AM, 10:37 AM, 10:52 AM, 10:58 AM, and 11:00 AM respectively. Your itinerary was sent to the same email address on your booking on 24 July at 11:20 AM, and again on 26 July at 8:57 AM and 8:58 AM respectively.

If you still have not received your itinerary, you may wish to follow this up with your internet service provider, or check the Spam and Filter settings on your email account.

Alternatively, you may wish to contact us to change the email address on your booking.

Thanks for taking the time to follow this up with us. We look forward to welcoming you on board Jetstar flight in September.

Yours sincerely,

Michael Mirabito
Manager Customer Experience

Still no itinerary, no resolution to my problem, hundreds of other emails received since, regularly check spam folder and filters are fine. Great customer service Jetstar - push the problem back to the customer.

 

[arraitch]

Did your ISP have any advice to offer?

 

[perthflyer]

My ISP? What advice could the possibly offer about a lone email (gmail) that has been apparently sent and not received multiple times, when my email account is operating as usual and I have received other emails from JQ over the same period?

It seems to me that JQ have an issue at their end that they are unwilling to take ownership over, and instead are happy to send their customers on a wild goose chase. Not good enough!

 

[rwatts]

I received this response yesterday from JQ;
...
I can confirm that your itinerary was sent to the email address provided on your booking on 15 July, the date you made the booking online.

Further to this, your itinerary was sent to the same email address on 17 July at 9:45 AM, on 20 July at 10:36 AM, 10:37 AM, 10:52 AM, 10:58 AM, and 11:00 AM respectively. Your itinerary was sent to the same email address on your booking on 24 July at 11:20 AM, and again on 26 July at 8:57 AM and 8:58 AM respectively.

If you still have not received your itinerary, you may wish to follow this up with your internet service provider, or check the Spam and Filter settings on your email account.
...

Really doesn't help much does it ? When investigating similar issues at my organisation I pull the logs from our gateway mail server. Either the lost email didn't reach our outer boundary (very rare) or I can provide the ip address of the next server in the chain with the date and time it received it. That is usually the gateway mail relay of the intended recipient's ISP and if necessary provides them with the necessary information.

Much more useful and conclusive than telling when some originating server may have sent something into a (their own) black hole.

Richard.

 

[notzac]

As something to try - can you get JQ to change the e-mail address on the reservation and then e-mail it again?

 

[ps107]

I booked a 3K flight online on 26th Jul and still haven't received my itinerary. I'm also on Gmail. I tried the resend button on their website and got nothing so rang them up. They guy on the phone said he'd send it twice to my Gmail and twice to a work address I gave him, but I still haven't seen anything. I will print the web page instead for a bit of reassurance.

 

[mannej]

Who is the JQ Rep on here since Simon Westaway left?

 

[Ewing]

I am the same.

For my two recent Jetstar flights (June and July) the itinerary has not arrived, despite multiple requests to send it and clicking "Resend Itinerary" on the Jetstar site.

I receive other emails fine, and checked my spam quarantine - nothing.

I do receive these emails though:

Dear Shaun Ewing,

Thanks for choosing to fly Jetstar!

You'll be flying with us in the next few days, so here are a few things to help make your trip that little bit easier!!

Just not the ones containing the all important PDF itinerary.

 

[perthflyer]

Finally - my issue is resolved! Still no automated email, but someone at JQ has shown some initiative and manually sent me the itinerary!!


Dear Mr X,

Thank you for contacting Jetstar again.

I am sorry to hear you are dissatisfied with my previous response.

As you still have not received your itinerary, please find this document attached for your convenience.

I am pleased to confirm I have also requested a 50 AUD Jetstar travel voucher for you, issued under Point 7 of our Customer Guarantee. I can see that we received your initial email on 20 July, however the acknowledgement for this was sent on 26 July. Please accept my apologies for this delay. You have every right to expect efficient and helpful service when you contact Jetstar or fly with us, so it's disappointing your experience has not met your expectations on this occasion.

The voucher can be collected through our website. Please allow approximately 2 business days before trying to access your voucher.

You will need to enter your name, reference number and current email address, and the voucher will be emailed to you. You can redeem your voucher through Jetstar Telephone Reservations or online by selecting ‘Voucher’ as a payment option when making a booking.

Bookings must be made within 3 months of the date of this letter, for travel commenced and completed within 12 months of the voucher issue date. Vouchers are non-transferable and must be used by the recipient.

Thank you again for taking the trouble to follow this up with us.

Yours sincerely,

<redacted name>
Manager Customer Experience