I'd bought my mother and father-in-law a return trip to the Gold Coast in Queensland, Australia as a present for their 40th wedding anniversary flying
Jetstar. Unfortunately, my father-in-law passed away on the 6th April, 2013 - the very day before their 40th wedding anniversary.
During the following week, I called Jetstar to inform them that the passengers were no longer able to travel, and they told me that they can either send me a very limited Jetstar travel voucher for the cost of the fares, or I'd have to
fill out their compassionate request form if I'd like a refund or change of flight details (including name change) which requires 'supporting documentation' such as a funeral home statement or a copy of the deceased's death certificate.
Once I was able to obtain a copy of my father-in-law's death certificate, I filled out Jetstar's compassionate request form and waited for a reply.
On the 25th April at 4:00AM, I received an e-mail notifying me that the flight schedule had been changed. This was the only correspondance I had received from Jetstar by the end of April, so I called them again and was informed that the compassionate request form had been received and that someone would be in touch with me shortly. The operator seemed to ignore the fact that my mother-in-law was also booked on the flight, and constantly referred to only looking at my father-in-law's flight.
On the 1st May at 3:30AM, I received another email notifying me that the flight schedule had changed, followed by an email at 5:30AM acknowledging a request, with indication that I would be contacted within 5 working days.
I then received a pre-prepared reply on the 4th May at 7:00AM from a no-reply e-mail address as if I had not contacted them before. The email stated that they understand my circumstances might change, and that if I am/was unable to travel on my booking, I should fill out a compassionate request form on their website and include suitable documentation such as medical certificate or documents detailing that a person is deceased. It also indicated that they would consider the request for the possibility of a voucher, which I was offered in the first place (without filling out a compassionate request form). The only part of this e-mail that seemed personalised was the booking reference number and my name, which they'd spelt incorrectly.
On the 7th May at 4:00AM, I was sent ANOTHER (third) notice that the flight schedule had changed.
Whilst looking on Jetstar's website, a box came up allowing me to chat (online) with a customer service agent. I thought this might be a great idea, so I clicked the button and had a conversion with Gerald:
[15:31:29] Info: Thank you for choosing Jetstar. A Travel Specialist will be with you shortly.
[15:31:30] Info: You are now chatting with 'Gerald'
[15:31:34] Gerald: Hello! My name is Gerald. How may I assist you today?
[15:31:44] JD: Hi there, I called up after one of my PAX died, was told to send Compassionate Request Form.
[15:32:14] JD: I received no response, so I called to chase it up, I was told that someone would be in touch.
[15:32:33] JD: After waiting nearly a week, I'm told to fill out a compassionate request form.
[15:33:03] JD: Jetstar's customer service is absolutely useless, I just want to speak to someone who can resolve this situation to my satisfaction.
[15:33:04] Gerald: Have you submitted the form?
[15:33:14] JD: Yes.
[15:33:56] JD: After the first time it was requested. When I asked for a follow up on the form, I'm told someone will call me. Instead I get an email directing me to the CRF again!
[15:34:26] JD: I'm sorry if I sound really annoyed (I am) but it's becoming a joke, and costing me money every time I try and reach you guys.
[15:37:23] Gerald: I'm sorry for the inconvenience. May I have the booking reference please?
[15:38:35] JD: Booking Reference # XXXXXX [Removed]
[15:39:15] JD: <Father-in-law's name> passed away on the 6th April, It was planned to be a present for them to receive for their 40th Wedding Anniversary.
[15:40:25] Info: Chat session has ended.
Yes, The operator had effectively 'hung up'. Was I too rude? I'm not sure, but I've now gone from being somewhat annoyed to really annoyed, still with an unresolved issue. I start looking for a customer service policy and find
Jetstar's Customer Guarantee which says: "...If you ever need to talk to us about anything,
we commit to our customers that our Call Centre will be open 24 hours a day, seven days a week, 52 weeks a year.
We also commit that we will have a decision-maker available in our Call Centre to address your query on the call...
If we fail to meet this commitment, call us and we’ll provide you with a $50 Jetstar travel voucher". I figure that since they haven't had a decision maker available in the call centre, I'll ask them to honour their customer guarantee and they might get things sorted quicker.
I then proceeded to call Jetstar, and once again explain where I'm up to. After being put on hold a few times, I'm informed that the admin has received my request and the attached document wasn't received. They requested that I re-submit the compassionate request form, I told them I would.
When I asked about the customer guarantee, the operator argued that it is their procedure that the admin must decide on compassionate request forms, and that they can not answer. I asked to speak with the supervisor and was ignored several times, and then I was finally transferred to the supervisor, when I asked his name, the agent told me he didn't know - but he calls him
Salva. Salva tells me he is the '
floor support supervisor' and he informs me that he is the most senior agent at the call centre.
I talk to
Salva who agree's that they've been unable to make a decision (unless he can call my mother-in-law and see if she's happy to change a booking she didn't end up receiving), however he argues that Jetstar's commitment "is for a query, not a request" and even goes as for to tell me to look the two words up in the dictionary (his English isn't very good as you can see below).
When I ask him for the official reason, and this is (word for word) what he spits out: "The one that you are asking is for the response of the request you have submitted to us, as you can see it will be responded within 15 days. The answer on your request is not yet provided by the admin.". After 2 hours (1:54 minutes to be precise) of being on the phone,
Salva indicates that he is going to send a $50 Jetstar travel voucher to me before the phone conversation is ended.
This morning, we receive two emails from Jetstar. The e-mail contain a $50 Jetstar travel vouchers in each. I presumed they had sent a duplicate copy of the first one.
I showed my wife, who starts crying when she notices that Jetstar have
issued the travel vouchers in the name of her mother and deceased father, and the vouchers also state
"The person named on this Voucher must be a passenger travelling on the booking".
