Jetstar customer guarantee
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Jetstar customer guarantee
www.youtube.com/jetstarairways
Check out the new youtube clip featuring Jetstar CEO Bruce Buchanan talking about Jetstar’s customer service charter.
Jetstar is the first airline in Australiasia that is guaranteeing to deliver on high standards of customer service.
Check out the new youtube clip featuring Jetstar CEO Bruce Buchanan talking about Jetstar’s customer service charter.
Jetstar is the first airline in Australiasia that is guaranteeing to deliver on high standards of customer service.
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Folly
You still haven't answered this question !!
Michael, Please explain ?
Hey Michael, could you please explain the following process for me ? -
Scenario: JQ 989 flying Per/Syd.The flight's departure is delayed 'due to unforeseen circumstances' by 4 hours. Now,the flight,albeit late,will eventually depart instead of at the STD of 2250, it will now depart at 0250. So Operations cancell the flight number,but then straight away rename it JQ 7989. There are nil actual changes to the crew, pax count, nothing has changed except it has a new flight number with a STD at 0250.In fact,it ends up departing at 0248,technically early and it doesn't cop a 'delayed penalty' on paper !!
Hey,like magic,the OTP is NOT affected ! Yes, they receive a penalty of a cancelled flight, but the precious OTP remains in tact ( technically ) !!
Whoops, that secret is now 'out of the bag' !
Hey Michael, could you please explain the following process for me ? -
Scenario: JQ 989 flying Per/Syd.The flight's departure is delayed 'due to unforeseen circumstances' by 4 hours. Now,the flight,albeit late,will eventually depart instead of at the STD of 2250, it will now depart at 0250. So Operations cancell the flight number,but then straight away rename it JQ 7989. There are nil actual changes to the crew, pax count, nothing has changed except it has a new flight number with a STD at 0250.In fact,it ends up departing at 0248,technically early and it doesn't cop a 'delayed penalty' on paper !!
Hey,like magic,the OTP is NOT affected ! Yes, they receive a penalty of a cancelled flight, but the precious OTP remains in tact ( technically ) !!
Whoops, that secret is now 'out of the bag' !
For those of you who didn't get the email;
What you can expect from us
The Jetstar 10 point Customer Guarantee is our commitment to you that:
1. Your safety is our highest priority
2. We commit to provide the lowest fares with our 'Price Beat Guarantee'*
3. Our team are always here to help, 24 hours a day, 7 days a week
4. We'll let you know your choices if your flight is changed before you travel
5. We'll keep you updated and provide options if things don't go to plan on the day
6. You will get what you paid for
7. You can have confidence in how quickly we will respond to an issue
8. You can have confidence in how quickly we will refund your money#
9. We share your passion for protecting our environment
10. We commit to the privacy of your personal information
... I like number 6.
---> You will get what you paid for! 
What you can expect from us
The Jetstar 10 point Customer Guarantee is our commitment to you that:
1. Your safety is our highest priority
2. We commit to provide the lowest fares with our 'Price Beat Guarantee'*
3. Our team are always here to help, 24 hours a day, 7 days a week
4. We'll let you know your choices if your flight is changed before you travel
5. We'll keep you updated and provide options if things don't go to plan on the day
6. You will get what you paid for
7. You can have confidence in how quickly we will respond to an issue
8. You can have confidence in how quickly we will refund your money#
9. We share your passion for protecting our environment
10. We commit to the privacy of your personal information
... I like number 6.
---> You will get what you paid for!
I hear AirAsia X is starting up another low cost carrier that will compete directly with the Jetstar Vietnam...
Must suck for Jetstar to be getting screwed over and competed on routes with someone who is meant to be a partner.
How does it feel now?
Must suck for Jetstar to be getting screwed over and competed on routes with someone who is meant to be a partner.
How does it feel now?
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Jetstar is the first airline in Australiasia that is guaranteeing to deliver on high standards of customer service.
Gotta love a service charter which starts out with a lie!!!!
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#3 & #7
I have had the unfortunate "pleasure" of flying JQ as a commercial internationally.
The 2 Customer Guarantees
....that stick in my craw and the rest of the other unfortunates that flew on "that" night from Phuket are numbers #3 and #7.
Dream on Jetstar.
Now come real close and listen carefully !!!
THIS CUSTOMER GUARANTEE ...... NOW THAT ITS IN THE PUBLIC DOMAIN WILL COME BACK AND BITE YOU ON THE BUTT......BIG TIME !
I feel for all front line staff.......you're going to get nailed by this marketing horse ****e.
The 2 Customer Guarantees
....that stick in my craw and the rest of the other unfortunates that flew on "that" night from Phuket are numbers #3 and #7.Dream on Jetstar.
Now come real close and listen carefully !!!
THIS CUSTOMER GUARANTEE ...... NOW THAT ITS IN THE PUBLIC DOMAIN WILL COME BACK AND BITE YOU ON THE BUTT......BIG TIME !
I feel for all front line staff.......you're going to get nailed by this marketing horse ****e.
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The aussie flying public already think they can pay $20 bucks a seat from anywhere to anywhere and if anything goes wrong expect everything from cab vouchers to hotels and reaccomodation on other carriers whether they originally booked TT,JQ,DJ or QF!
This customer gaurentee i can assure you came as a shock to the front line staff who are already up in arms and who were sent a token email at 6pm the night before it was introduced with no prior consultation. One second we are supposed to be low cost the next we are supposed to bend over for the customer with minimal resources and minimal staff.......
Management are scared of all the recent media and this ridiculous gaurentee will be harmful to the already under siege ground staff who have to tell the pax of the frequent 4 to 5 to 6 to 7 hour delays because the airline doesnt want to give revenue to DJ and ferry back when serviceable!
What customer service gaurentee are you talking about when you would prefer to delay your customers 7+ hours than putting them on DJ/QF and making your crew work 14+ hour duties and actually expect them to smile!
GET REAL BRUCE
This customer gaurentee i can assure you came as a shock to the front line staff who are already up in arms and who were sent a token email at 6pm the night before it was introduced with no prior consultation. One second we are supposed to be low cost the next we are supposed to bend over for the customer with minimal resources and minimal staff.......
Management are scared of all the recent media and this ridiculous gaurentee will be harmful to the already under siege ground staff who have to tell the pax of the frequent 4 to 5 to 6 to 7 hour delays because the airline doesnt want to give revenue to DJ and ferry back when serviceable!
What customer service gaurentee are you talking about when you would prefer to delay your customers 7+ hours than putting them on DJ/QF and making your crew work 14+ hour duties and actually expect them to smile!
GET REAL BRUCE
Last edited by maccaj73; 12th Feb 2010 at 13:37.
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This thread belongs in the SLF forum. Obviously Michael Jetstar is another one of those Bourke St pilot wannabes.
How long has the Prune been a mouth piece for airline PR deptartments??
You spin me right round baby right round..........
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Having read the full wording the guarantee seems to have been carefully costed.
The only cash refund to PAX is when a pre-paid in-flight ammentity lie extra leg room is not delivered, and then the refund is only the amount paid. This is nothing generous.
Most compensation is in the form of $A50 or $NZ50 vouchers. These are designed such that J* will not suffer financially and in some situations will come out ahead. Vouchers cost less to deliver than cash handouts.
The voucher must be redeemed within 3 months for travle within 12 months. Hence many will expiry unused and those which are used will often be on standard fare travel as customers can't wait for a big sale.
At $50 the voucher effectively acts as a discount on a regular return ticket. Hence, J* will still get revenue in most cases when it is used. In many cases the revenue will be comparable to their sale prices.
This voucher effect also increases the chance the PAX will fly J* and not the competition next time they fly, hence J* gets some revenue when after annoying the PAX they may have got none. This also gives J* a chance to redeem themselves.
I agree this scheme could end out being hard for customer facing staff as PAX will ask for vouchers when facing the smallest delay etc.
The only cash refund to PAX is when a pre-paid in-flight ammentity lie extra leg room is not delivered, and then the refund is only the amount paid. This is nothing generous.
Most compensation is in the form of $A50 or $NZ50 vouchers. These are designed such that J* will not suffer financially and in some situations will come out ahead. Vouchers cost less to deliver than cash handouts.
The voucher must be redeemed within 3 months for travle within 12 months. Hence many will expiry unused and those which are used will often be on standard fare travel as customers can't wait for a big sale.
At $50 the voucher effectively acts as a discount on a regular return ticket. Hence, J* will still get revenue in most cases when it is used. In many cases the revenue will be comparable to their sale prices.
This voucher effect also increases the chance the PAX will fly J* and not the competition next time they fly, hence J* gets some revenue when after annoying the PAX they may have got none. This also gives J* a chance to redeem themselves.
I agree this scheme could end out being hard for customer facing staff as PAX will ask for vouchers when facing the smallest delay etc.
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How long has the Prune been a mouth piece for airline PR deptartments??
After sampling jetstars idea of customer service and what they expect their groundstaff to do I feel sorry for all Jetstar staff.
This reminds me of those TV ads.
"But wait ..call now and you get..."
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As shown by the following statement from a BB interview, Jetstar management think nothing of front line staff. It's all about management.
What curbs exist on Jetstar's expansion? For the success of this business, are we able to train the next level of managers up, can we get that talent from within? If we can, I think we'll continue to grow. But it requires us to get some tight people plans around development and training.
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Jetstar is the first airline in Australiasia that is guaranteeing to deliver on high standards of customer service.
Thought not.
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because the airline doesnt want to give revenue to DJ and ferry back when serviceable!
Is there any other airline in the world that can:
- cancel a flight,
- have their disrupted passengers carried by another carrier, and
- keep the revenue.
Actually they may just be right...
Words from the HNL Port Manager for a certain airline associated with JQ with reference to the cancellation of JQ services and replacement with QF charters :
"This is the 6th time in 6 weeks!"
He went on to complain that his budget was blown for this quarter already (due to having to call in his own staff on days off to manage the services) and when queried at a higher level, was told to 'drop it'!
So yes, their customer (full) service on certain routes may indeed be fantastic. Im thinking SYD-HNL-SYD 6 times since the start of 2010 in fact!
Now watch this space for QF to announce that HNL is unprofitable and that JQ must take over to keep the dream alive.
The day will come when this false accounting will effect the bottom line, come back and bite the Group on the proverbial. I just hope its not too late!!!
"This is the 6th time in 6 weeks!"
He went on to complain that his budget was blown for this quarter already (due to having to call in his own staff on days off to manage the services) and when queried at a higher level, was told to 'drop it'!
So yes, their customer (full) service on certain routes may indeed be fantastic. Im thinking SYD-HNL-SYD 6 times since the start of 2010 in fact!
Now watch this space for QF to announce that HNL is unprofitable and that JQ must take over to keep the dream alive.
The day will come when this false accounting will effect the bottom line, come back and bite the Group on the proverbial. I just hope its not too late!!!
Last edited by OneDotLow; 13th Feb 2010 at 04:07. Reason: Formatting...
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.....'just thought I'd take a look at the You tube video.
Let me tell you ........its really worth watching.
I reckon we'll be seeing it a lot over the next few months.( trotted out on all the bottom feeding news channels such as Ch7 and Ch 9)
If ( oooppss!) WHEN things fall into the vice of the 10 points.......roll tape.
The line about the ....."saving billions of litres of water" is gold.
Like......hello .....how many litres are there in Warragamba ??????
Let me tell you ........its really worth watching.
I reckon we'll be seeing it a lot over the next few months.( trotted out on all the bottom feeding news channels such as Ch7 and Ch 9)
If ( oooppss!) WHEN things fall into the vice of the 10 points.......roll tape.
The line about the ....."saving billions of litres of water" is gold.
Like......hello .....how many litres are there in Warragamba ??????
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Remember when the cardboard snack boxes were first loaded in Y/C and Geoff Dixon said that they were a great idea but the only problem was that they forgot to put food in them.
Marketing people have a knack for looking at life with rose-colored glasses.
The reality is usually somewhat different and not always good.
Anyone who has watched the movie "Thankyou for smoking" will know what I mean.
Marketing people have a knack for looking at life with rose-colored glasses.
The reality is usually somewhat different and not always good.
Anyone who has watched the movie "Thankyou for smoking" will know what I mean.
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I reckon anyone with half a grasp of the Engrish language will easily see through this 10 point customer guarantee.
For as long as it contains words like "confidence in", "priority", "choices" and "passion" insead of words like "we shall", "we will", "we will not", "at the customers discretion".....well, you get the idea.
That 10 point list would offer me no confidence at all if I was in the market for an airline ticket. Marketing tosh.
For as long as it contains words like "confidence in", "priority", "choices" and "passion" insead of words like "we shall", "we will", "we will not", "at the customers discretion".....well, you get the idea.
That 10 point list would offer me no confidence at all if I was in the market for an airline ticket. Marketing tosh.
Last edited by waren9; 14th Feb 2010 at 01:26.