On the morning of the 18th October 2008 I flew from Brisbane to Cairns on Qantas flight QF798. I checked in 1 x suitcase and 1 x set of golf clubs.
In the afternoon of the 20th of October 2008 I arrived at the Cairns Jetstar check-in counter with my suitcase and golf clubs for my return trip to Brisbane on JQ939. After placing both items on the weighing station I was informed that I was 16kgs over the allowable limit, and that I was going to be charged at a rate of $10 per kilo. That’s $160 to bring my golf clubs back from my short trip, the game of golf only cost me $99!
I was NOT charged by Qantas on the way up, yet I get slugged $160 on my return trip. It would have been cheaper to book a new flight with Virgin. I have never been charged by Jetstar before to take my golf clubs with me, and I have certainly never been charged by Qantas or Virgin.
I asked the woman behind the counter if there was anything that could be done for me, maybe waiving the fee for this one off occasion, or even offering me a discounted rate. I asked her what my options were, her reply “you can leave your clubs behind” what a stupid thing to say, oh ok, so I can leave them at your house and I’ll pick them up next time I’m in town? Get real!
She was not forthcoming or helpful on any of these requests, her (Jestar’s) ‘take it or leave’ it attitude it appalling. No compassion, no caring, not even a glimmer of someone trying to help.
I know what you are going to say “different airlines have different policies” and “it’s all in our terms and conditions”, well I can tell you; if that’s the line you want to draw in the sand I’m never going to fly Jetstar again!
One last thing, let me give an insight into Virgin Blue’s customer service, they do everything they possibly can to help you, if you arrive 20min before your flight they do everything possible to get you on-board, if you luggage is slightly over they don’t worry about it, if you are transporting sporting goods they don’t charge you. So maybe, just maybe you could take a leaf of Virgin’s book and build on your ice cold customer relations because at the moment it stinks, it absolutely stinks!
Another unhappy Jetstar customer!