Jetstar Airways Pty Ltd. — poor customer service
I am Dissapointed with the way that Jetstar would not even look at my compaint over the phone. they could not even help me sort my booking issues out. The girl I spoke to suggested just paying again.
Below is the letter that I sent them:
3 February 2009
Customer Relationship Manager
Jetstar Airways Pty. Ltd.
GPO Box 4713
Melbourne, Victoria, 3001
This letter is to complain about service I recently received from a Jetstar Airways Pty. Ltd. customer service representative named Felecia when I called regarding booking reference “*******”
I called Jetstar Airways Pty. Ltd. on the 3rd day of Febuary 2009 to find out how to deal with a problem I’ve had with flights that I have booked. After I had been on hold for several minutes, Felecia came on the line. I had to explain my problem to her several times because she did not seem to be listening and therefore asked me the same questions repeatedly. Felecia put me on hold for several minutes, and then returned to say she could not help me. When I asked to speak to a manager at Jetstar Airways Pty. Ltd. She said that she could not help me, said “goodbye sir” and hung up on me. Needless to say, I was (and still am) quite frustrated.
I then called Jetstar Airways Pty. Ltd. again on that day to speak to a manager. My call was answered promptly by Fibi and she was put in a hard position as she could not put me onto a manager. She was as helpful as she could be in the situation. I do not believe that I should have to be writing this letter, my problems should have been sorted out while I was on the phone.
I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am cancelling my flights immediately, and I expect a full refund (less any fees that are applicable). I also deal in customer service based industry and not only will I be informing my friends and family about this experience, you can expect that every customer I deal with (usually 80 individuals per month) will hear about my bad experience with your company.
I would appreciate it if someone from your company could call me and confirm the receipt of this letter and I will at this time pass on my bank account details for a refund.
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