Jetstar Customer (lack of) Service does it again
Feb 28, 2013, 1:59 pm
#1
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Jetstar Customer (lack of) Service does it again
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 .......
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 .......
Last edited by davidrnz; Feb 28, 2013 at 7:08 pm
Feb 28, 2013, 2:38 pm
#2
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That is what you get when you have a Call Centre based in another country.
How would they have known about the tragedy or that this is really the family involved.
As much as I sympathise with the family on this matter I find it a bit inappropriate for them to go to the media at this moment in time.
How would they have known about the tragedy or that this is really the family involved.
As much as I sympathise with the family on this matter I find it a bit inappropriate for them to go to the media at this moment in time.
Feb 28, 2013, 6:41 pm
#4
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It's a tough one for JetStar. I would hope they have an internal policy on exactly what to do in such circumstances. They will obviously see the political problems with negative decisions, but giving the staff the clear instructions on what to do is critical. I suspect they have not developed such policies covering political discretion. Unless of course it's always "computer says no".
Feb 28, 2013, 11:24 pm
#5
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Being covered in the Australian media as well, of course.
Stupid way to run a company. Just hands tons of good publicity to Air New Zealand.
Stupid way to run a company. Just hands tons of good publicity to Air New Zealand.
Mar 1, 2013, 4:49 pm
#8
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So what degree of tragedy is necessary for the general public to agree that JetStar should give a free ticket change? Is it the pet dog being run over, is it the old auntie on her death bed, house fire, shark attack? How long is the list? Going to the media forces the airline into a corner and nobody wins. Should the taxi to the airport be free too for personal tragedy issues?
Mar 1, 2013, 5:11 pm
#9
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So what degree of tragedy is necessary for the general public to agree that JetStar should give a free ticket change? Is it the pet dog being run over, is it the old auntie on her death bed, house fire, shark attack? How long is the list? Going to the media forces the airline into a corner and nobody wins. Should the taxi to the airport be free too for personal tragedy issues?
I agree that the "I'll scweam and scweam (to media) till i'm sick" approach is not appropriate. If the reservations staff are incorrect, all that is likely to be needed is to write in with the proof and will be fixed.
Looking at JQ's rules for WLG-AKL
Under changes penalty is does say
Code:
INVOLUNTARY REBOOKING/REVALIDATION/ AND REROUTING/
REISSUE/ PERMITTED IN THE EVENT OF CERTIFIED DEATH
OR FOR OPERATIONAL REASONS AS PROVIDED IN PAT
GENERAL RULES.
but in cancellations it says
Code:
WAIVER PERMITTED FOR DEATH OF A PASSENGER AN
ACCOMPANYING PASSENGER/IMMEDIATE RELATIVE/AS
DEFINED IN PAT GENERAL RULES//LEGAL GUARDIAN OR
WARD/AS VALIDATED BY A DEATH OR MEDICAL
CERTIFICATE.
Last edited by Dave Noble; Mar 1, 2013 at 5:17 pm
Mar 4, 2013, 4:03 am
#10
Join Date: Feb 2013
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So what degree of tragedy is necessary for the general public to agree that JetStar should give a free ticket change? Is it the pet dog being run over, is it the old auntie on her death bed, house fire, shark attack? How long is the list? Going to the media forces the airline into a corner and nobody wins. Should the taxi to the airport be free too for personal tragedy issues?