Dear Sir/Madam,
I have been a loyal customer of JetStar Asia since the inaugural launch of JetStar in December 2004. Since its entry, JetStar has impressed by differentiating itself from its budget competitors by its start up plans and its impeccable customer service. In the fast-growing travel market for airlines, these values have given JetStar a competitive edge and winning it the Best Low Cost Carrier Award.
However, my impression of JetStar Asia is now completely marred by an unfortunate incident. I booked a flight to Phuket for travel between 31st Jan and 3rd Feb in November. However, on the 13th of December, I was informed that my outbound flight was rescheduled for 1st Feb without any explanation. I had to change my hotel bookings incurring a USD15 administrative fee from the agent.
To add on to my disappointment and problems, I was once again told of another schedule change, this time just less than 2 weeks before my flight. Given the short notice, all the hotels are fully booked and I had to incur even more charges to cancel my hotel reservations and my trip altogether. This is infuriating as I was looking forward to a good break, not to mention the inconvenience, frustration and time spent to see to all these changes.
To add on further to my annoyance, I was told by your customer service representative, Mr Edwin Tan that I will only receive the full refund 3 months later (This call was made on 31st Jan 08 at 9.50am). The explanation given was that their processing time by JetStar will take 1 month and processing time by the bank to refund to my credit card will take 2 months. This is unacceptable when Citibank operates JetStar’s corporate account and my credit card account. Just for your information, my hotel cancellation refund was credited within a month!
When I asked to speak to the Supervisor of Mr Edwin Tan, I was told that his supervisor Ms Krish is in a meeting and asked me to call back later to the hotline to look for her. This irresponsible behaviour and poor follow-up irks me and just shows that she has something to hide by not responding promptly with her own initiative to resolve an issue that arose from your own organisation.
I believe that I am not the only passenger in this situation. Could JetStar explain the multiple changes in flight schedule and the short notice given? Moreover, Jetstar should compensate customers who had to incur additional costs arising from the changes in itinerary. I had tried to contact Jetstar to seek compensation for my cancelled trip but the Reservation Desk told me that they were unable to provide any compensation.
With the stiff competition in low-fares airlines, Jetstar needs to look at the reliability and quality of service provided, if it wants to distinguish itself from the other providers and retain the confidence of its customers. I was also told that the only method to feedback was to write in. Jetstar should consider an email or internet feedback system for the convenience and better management of customers’ expectations and problem resolution.
I really hope JetStar can do something salutary before I myself and potentially many others lose total confidence in the carrier. Cheap airfare will not ensure repeated business but exemplary service will.
