perthflyer
Junior Member
- Joined
- Jul 12, 2011
- Posts
- 15
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?
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?