Damn angry with the super lousy customer service from jetstar....
Read the feedback that I sent to them at their website below if you want to know more:
I am EXTREMELY EXTREMELY UNHAPPY about jetstar customer service.
To explain about my problem, I made a booking on the internet for a valuair flight from Medan to Singapore on 10 Oct.
Then the webpage return me with some errors at the page. When I check my booking, it is shown as the payment has been declined.
Because of that I try it again for a few times, but all of them are declined.
The booking numbers are LFZ86B, N7P9NZ, K9JMNT, and ZBCKVD. All of them are shown with payment have been declined.
Then, in the end, all of these failed transaction are still billed to my credit card account. I ask my bank about it and they ask me to call jetstar directly because jetstar is the one that billed it to them. They said I can report this to them, but it will take longer because it will take 10 days to process the whole thing.
Therefore, I called Jetstar the next day and the customer officer ask me to fax my credit card bill to them and wait for 3 days before I call them back again. I try to fax, but I think the customer officer give me a wrong fax number! (They give me this number 0383303872, which I don't even know what number is this)
I call them back again to request for the fax number again (this time they give me another number 00160379602022). I fax it to them and they say they need another 1 week to process.
After 1 week, when I call them, they say they have not received the fax and ask me to fax it again one more time.
Disappointed with such service, I repeat the process to fax it again and call again directly after I fax the document.
Again, the customer service officer ask me for another 3 days before calling.
After that I call again, and then they said they are in the process of refunding my account, and they will call me back once they have informed the finance department to refund me back my money. Hearing this answer I am a bit relieved.
However, I waited for more than 1 week, and then they didn't call me at all. I called again today, and check with the customer service.
Then to my biggest disappointment, the customer service tell me they CAN'T refund me. I need to call my bank to ask them to refund it to me.
I am so angry because of this because I am just going one big round and in the end I still didn't get my money back.
So I am getting the impression that Jetstar's website is the one that is having the issue and it cost the customer's money and jetstar doesn't even bother to help their customer get back their money. I will rate your customer service as 1 out of 5, because you don't even have a proper management of customer feedback. Everytime I call the customer service officer, the officer does not even know what is the problem that I have and I need to explain again what is my problem and the answer from your customer service officer is always to keep on asking me to repeat on the same process again and again.
Asking if I can just get an email so that I can just follow up, the customer officer says I need to call and fax them rather than emailing them.
Your customer service officer is not doing any help at all and I suggest you change to use answering machine instead.
From a very disappointed customer who promise himself will try not to use any Jetstar service again in the future.
Henry
NB:
Your feedback form doesn't even have Medan in the departure airport as the selection. How am I supposed to fill in my booking number if this is a required field and you don't even have the selection.
You need to fix it. Thanks.
