Jetstar Customer (lack of) Service does it again

[David Ramsay]

From stuff.co.nz

Jetstar shock for shark victim's mum

Jetstar refused to shift a booking for the mother of shark victim Adam Strange to fly to Auckland after his death.

Jeanette Strange, of Paraparaumu, had already booked return flights from Wellington to visit her son next week.

But after police broke the news to her on Wednesday of her son's death at Muriwai Beach, her sister rang Jetstar to transfer the booking, telling the airline about the horrific reasons for the change.

"They put me on hold for 10 minutes to talk to a supervisor, then said they were very sorry but could not transfer the booking. She would have to pay $321 for a new ticket," sister Kay Cresswell said yesterday.

"We were trying to calm Jeanette, saying hang on, hang on. They said there was a plane leaving [Wellington] in one-and-a-half hours with three spare seats.

"I was disgusted with their lack of compassion and hung up."

She then contacted Air New Zealand, and was told there were two seats left on a flight to Auckland.

When they arrived at Wellington Airport the flight was full, but police had already notified the airline of their arrival, and it gave Mrs Strange a discounted seat.

She was escorted to the Koru lounge, given refreshments, a diabetic food package for the flight, and was escorted to the plane.

"The police were brilliant. Air NZ was marvellous," Mrs Cresswell said.

A written response from Jetstar said the company reviewed requests to waive fare-change fees on compassionate grounds on a case-by-case basis.

Fees could be refunded at a later date on receipt of a request and supporting documentation.

"Jetstar extends its sympathies to Mrs Strange and her family. Jetstar appreciate this would have been a stressful situation and regrets if the service received by her relative from our call centre was perceived as unsympathetic," a spokesman said.

Consumer NZ chief executive Sue Chetwin said she was sure discretion could be used on compassionate grounds.

"I find it rather extraordinary Jetstar would not have just made anything available for that young man's mother. You usually throw rules out the window on those occasions and are there to assist."

Victim Support chief executive Tony Paine believed Jetstar should have "done the right thing".

"It is a terrible time for the family. I would like to think the community, including the corporate world, would have got behind them during this terrible time."

[Andrew P]

wonder how many people try it on each day with a death in the family excuse,

expect not in-signification so the real cases get swept up with the mob

[Mike W]

Originally Posted by Andrew P

wonder how many people try it on each day with a death in the family excuse,

expect not in-signification so the real cases get swept up with the mob

The tragic death of a swimmer to a shark attack was a high profile incident in N.Z. Jet star continue to alienate customers, especially in NZ (worse than here in Australia) and this is yet another example of their long list of public relation gaffs. It seems that a cheaper price than Air New Zealand is their only reason for existence there... but for how long?

As for your comment Andrew, not a good example Mate to suggest dishonesty

[Andrew P]

it was not this case that I was suggesting dishonesty, "(so the real cases get)"

but I still wonder how often passengers try and pull the wool over the eyes of airlines?

[Neil L]

Have being involved with passengers in the airline industry in a long career, the excuses given for compassionate type of travel or changes to travel are fairly common with dishonest reasons. Some excuses are beyond imagination.

However, experienced agents can usually determine genuine cases.

The problem is so many INEXPERIENCED staff compared to previous times and many call centres offshore where language interpretation is sometimes difficult.

Have always found, as a commercial passenger myself nowdays, Jetstar & QF to be extremely helpful in these cases. Sure VA would be the same but not sure about TT.

Like all industries depends who you talk to on the day.

A sad case but nowdays most passengers travel on price and reliability.

Easy to be an expert when you are not aware of the full conversation/ situation.