Rose Castro Castillo
آخرین نظرات
Jetstar Airways Pty Ltd
I was happy to have a flight booked to Bali from Auckland via Melbourne on Monday 24th of July 2023 at 8:40PM.
After I waited for almost 1.5 hours due to system failure to be able to do the check in I got told that I wasn’t allowed to board the flight because I didn’t have a transit visa to go through Australia. I explained several times that I didn’t need one. when I booked my flights with JS a few weeks ago, I made sure to read and check the immigration information that clearly stated that with my passport I didn’t require a transit visa as I was less than 8 hours transiting through. My transit was 7h.55m. When I tried to apply for transit visa I received a warning message on the immigration website suggesting that I didn’t require one so I didn’t get it. I explained this to the Jet Star employee who refused to accept this and said to either get the transit visa now or I wouldn't be able to board. I rushed to download an app that didn’t support my passport and instead tried applying online. When I finally finished to somehow upload the documents I had and send the application, the JS lady informed me that the check in was closed and I had no other alternative than to rebook my flight. She gave me a card with a number and left me in complete shock. I called the number and explained the situation to a customer service person. She explained that I had to pay to rebook the flight and act fast as after my flight would take off at 8:40 it would be a no show. I asked many questions trying to find the best solution under time pressure and extreme discomfort forced to make decisions such as upgrading the ticket for $600 extra. At around 8:20 she informs me that I have missed the flight and I was now a ‘No show’ meaning I had to now pay for a whole new ticket plus extra fares if rearranging the following one from Melbourne to Bali. I kept saying that it wasn’t a no show and that I still had time (until 8:40) to change the flight without losing money, but she wasn’t able to acknowledge this terrible mistake and help out. She continued to try making me book different flights or upgrade the ticket asking me to pay for the extra costs. I couldn’t believe any of this was truly happening. After spending 54 minutes on the phone with her and seeing that she had limited capacity to assist me any further I asked her to speak to a supervisor. After 10 minutes insisting on getting one she offered a phone call with Eric who called me 15 minutes after.
Another 33 minutes on the phone with now the supervisor who took all the details of me and was again, unable to provide any assistance beyond delivering the same answers the previous person I had spoken to, offering me to rebook everything from the start and now, paying much more for that flight ticket from Auckland to Bali. After considering what he offered I requested a full refund or credit to have more time to decide without the stress and pressure as I was under no circumstances paying extra to get more tickets. I provided evidence of the Australian immigration website stating that Chilean passports were eligible to enter without visa within 8 hours transit. He then said that the resolution team would have to take a look and come back to me with an answer and that it would take a week or so to receive a response from them.
A little holiday break to visit a dear friend of mine in Bali ended up being the worst nightmare I have ever experienced. An unbelievably poor service by Jetstar team all around, a concerning lack of accountability and empathy, and no willingness to truly help just made things extremely complex and stressful. To be left with this unsatisfactory experience and a very poor feeling that doesn’t align with how I conduct myself is beyond anyone’s imagination. I would’ve never thought an organisation such Jetstar could deliver such example of extreme poor quality of service and care.
It is your duty as a company that provides service to people to be an example of kindness in this world and this experience certainly failed on all fronts to show up to that.
After I waited for almost 1.5 hours due to system failure to be able to do the check in I got told that I wasn’t allowed to board the flight because I didn’t have a transit visa to go through Australia. I explained several times that I didn’t need one. when I booked my flights with JS a few weeks ago, I made sure to read and check the immigration information that clearly stated that with my passport I didn’t require a transit visa as I was less than 8 hours transiting through. My transit was 7h.55m. When I tried to apply for transit visa I received a warning message on the immigration website suggesting that I didn’t require one so I didn’t get it. I explained this to the Jet Star employee who refused to accept this and said to either get the transit visa now or I wouldn't be able to board. I rushed to download an app that didn’t support my passport and instead tried applying online. When I finally finished to somehow upload the documents I had and send the application, the JS lady informed me that the check in was closed and I had no other alternative than to rebook my flight. She gave me a card with a number and left me in complete shock. I called the number and explained the situation to a customer service person. She explained that I had to pay to rebook the flight and act fast as after my flight would take off at 8:40 it would be a no show. I asked many questions trying to find the best solution under time pressure and extreme discomfort forced to make decisions such as upgrading the ticket for $600 extra. At around 8:20 she informs me that I have missed the flight and I was now a ‘No show’ meaning I had to now pay for a whole new ticket plus extra fares if rearranging the following one from Melbourne to Bali. I kept saying that it wasn’t a no show and that I still had time (until 8:40) to change the flight without losing money, but she wasn’t able to acknowledge this terrible mistake and help out. She continued to try making me book different flights or upgrade the ticket asking me to pay for the extra costs. I couldn’t believe any of this was truly happening. After spending 54 minutes on the phone with her and seeing that she had limited capacity to assist me any further I asked her to speak to a supervisor. After 10 minutes insisting on getting one she offered a phone call with Eric who called me 15 minutes after.
Another 33 minutes on the phone with now the supervisor who took all the details of me and was again, unable to provide any assistance beyond delivering the same answers the previous person I had spoken to, offering me to rebook everything from the start and now, paying much more for that flight ticket from Auckland to Bali. After considering what he offered I requested a full refund or credit to have more time to decide without the stress and pressure as I was under no circumstances paying extra to get more tickets. I provided evidence of the Australian immigration website stating that Chilean passports were eligible to enter without visa within 8 hours transit. He then said that the resolution team would have to take a look and come back to me with an answer and that it would take a week or so to receive a response from them.
A little holiday break to visit a dear friend of mine in Bali ended up being the worst nightmare I have ever experienced. An unbelievably poor service by Jetstar team all around, a concerning lack of accountability and empathy, and no willingness to truly help just made things extremely complex and stressful. To be left with this unsatisfactory experience and a very poor feeling that doesn’t align with how I conduct myself is beyond anyone’s imagination. I would’ve never thought an organisation such Jetstar could deliver such example of extreme poor quality of service and care.
It is your duty as a company that provides service to people to be an example of kindness in this world and this experience certainly failed on all fronts to show up to that.