The complaint has been investigated and
resolved to the customer's satisfactionResolved Jetstar — departure
resolved to the customer's satisfaction
I am writing to report an incident that occurred during check-in for flight on 31/MAR/2009 between 9:00AM to 10:30AM in the Sydney airport Jetstar check-in desk and the customer service desk.
My name is KIM. I'm Korean.
I can speak English but It’s not perfect. Please keep until reading all done.
I was a passenger on my travel from Bangkok to Sydney (JQ30) on 15/MAR/2009 and Sydney to Bangkok (JQ29) on 31/MAR/2009.
This time was my first trip by Jetstar airline. My first impression about Jetstar airline was nice. I took your airline from Bangkok to Sydney (JQ30). I liked that every crew was kindly and made comfortable to me but it had broken by your crew.
I would like you know that I have been many countries, cities and airports.
So I have many an experience like this situation but I never complain to any company. I even thought that I reminding to me in the rule, for security, misconception, someone bad feeling or just unlucky.
However, this case is so different for me. Maybe you think that I got even a bad feeling. I checked that I’m wrong or not. Maybe happening is from Australian's culture. I visited or called many place include the Jetstar airline office in Bangkok and the Embassy of Australia. I asked their opinion that their said to me should connect to your company. Finally, I write down now a first complain letter in my life.
Let me explain to you..
On 31/MAR/09 I arrived airport around 9:00AM. I just went to check-in desk. But I couldn’t check-in. Check-in crew (after she) was not allow check-in. Main reason is I hadn’t air ticket a leave Bangkok. She said to me. "You have to buy a ticket because you have not a Visa" Simply she sad to me If I have not a air ticket for leave Bangkok. I can't go to Bangkok.
She recommended buy a ticket from Bangkok to Korea by Qantas airline after that refundable in Bangkok. If I can be a 100% money back to me. That is not a problem. May I buy and check-in. but she didn’t say to me about canceling fee. She said about 'Full refundable air ticket. So I asked about lost my money. Her answering was "Can you see? Qantas desk is over there.." I asked another questions about lost money and other way. But her answering was same. "Can you see? Qantas desk is right there.."
She didn’t try to even hear my questions.
And then She said to me "This is check-in desk, I can’t help you" And she said “Next!!” Maybe her meaning was shut up and go ahead to Qantas desk. I had to leave check-in desk for another customer...
I would like to know that why I have to buy ticket to leave Bangkok because I didn’t want to lost my money. I went the customer service desk and I asked same questions. There are close to the check-in desk at same area. And I told an experience about same case on other airline and airport. I have many times a passing Thai Immigration that I didn’t bring return ticket. In that time I didn’t show up a ticket.
My experience about I hadn’t bring a return air ticket.
- Seoul(ICN) to Bangkok(BKK) by Korean Airline on 31/OCT/2008
- Seoul(ICN) to Seattle(SEA) by Korean Airline on 29/MAY/2007
- Paris(CDG) to Bangkok(BKK) by Emirates Airways on 13/JUN/2008
- Bangkok(BKK) to Kualalumpur (KUL) by Thai Airways on 23/APR/2008
Specially, I had living in Thailand for 18month already. Thai Immigration interesting about who can leave Thailand. It’s not even air ticket.
Because, many traveler use to by way in-out on a border crossing. Usually, There is not bring air ticket for leave Thailand. (ex. Thailand - Laos, Thailand - Cambodia, Thailand - Malaysia. So, I can use by way Thailand - Laos - China - Korea or opposition)
Simply, Her answering was "It is rule"
So I was stop asking and went to buy a ticket Bangkok to Sydney by Qantas airline.(Qantas staff was so kindly and always smiling it made feel better to me)
May finished here I didn’t write down now. I met third person that was great. I got a feeling about racial discrimination.
I visited customer service desk again. I like to certainly understand that Why I have to spend money that I didn’t need. When I walked close to the customer service desk third person was look at me. She stayed alone. I asked for want to see a rule book. She was not allow simply don’t need. I asked again “I am your customer. right?” she said “I don’t know who you are. You just come here and ask….” but before she saw my passport and not allow check-in and first time when I visited the customer service desk that she stayed beside. So she saw me before.
But I didn’t care about that. I just interested about rule. I show up my Jetstar E-ticket. She saw my paper not over 2 seconds.(Meaning is She don’t need seeing my ticket) And told me about I have to buy a ticket for leave Bangkok. I bought already. I just interested about rule. And she said. It’s not airline rule. It’s Thai government rule. She suggested. I am going to near computer and search a Thai government web site. If rule from Thai government, how to explain before my experience.
I still can not understand why I have to buy a leave Bangkok ticket. I couldn’t understand her English because her speaking was so fast and many sentence. I could hear even a “go to computer and surf the internet”. I asked “Can I recording your voice explain for understanding” She was look so angry and she said “You can’t any recoding…. It’s illegal”. She look at me like that I’m a criminal. Actually, she was a scary me. I asked her name but She gave to me only “SIM” I asked full name. She said “I don’t need to give to you” and I asked “I am your customer. right?” She didn’t answer again. I asked again “why don’t I get your full name?” She shout for another customer “Can I help you!!!” with smiling. That customer was not arriving at desk. after that, She didn’t look at me any more. I just look at that she talked with another customer. I felt that I was not stand there. So I even could to do leave a Jetstar customer desk because I’m not customer.
I met a three Jetstar crew in Sydney. No one said to me “Can I help you”, “I’m sorry”, “Can you…”, “Please…” and I couldn’t see any Smiling.
Also, my questions met with disregard and they are arrogant toward me.
Everybody higher then me and nobody thought that I’m a customer.
I still want to know that…
- Why couldn’t I hear an exactly reasons.
- Why couldn’t I hear “Can I help you. Can you, Sorry, Mr, etc…”
- Why are they even too self-importance to me (for other customer was so kindly).
- Why couldn’t I see a smiling? (Maybe I am yellow monkey)
- Why had I to spend my money. Is it what kind of rule and where are from.
- Is it normal in Australia?
- Are your crew unlike a Korean or racial discrimination?
At Bangkok airport, I didn’t show up an air ticket for leave Bangkok and I was passing safety. I didn’t need. I just lost my money for canceling fee.
I write down that I try to make simple. In true, there are have more action. If you want that I can tell you more.
I am waiting for your answer.
If you don’t any reply, I will try to get answer using another way.
I hop so that when my friends ask to me about Jeststar. I would like to say ‘It’s nice airline’. Thank you for reading.