from today's Australian e-travel blackboard:
Perhaps forumites should print and use as reference when trying to have complaints resolved by Jet* staff.
Jetstar makes promises in Customer Guarantee charter
Monday, February 15, 2010
Jetstar has pledged to give its passengers what they paid for and compensate them if it doesn't.
The Qantas offshoot has launched a new 10-point customer charter it claims is the first in the aviation industry in Australasia and southeast Asia.
The customer charter
Your safety is our highest priority
We commit to provide the lowest fares with our 'Price Beat Guarantee'
Our team are always here to help, 24-hours a day, 7-days a week
We'll let you know your choices if your flight is changed before you travel
We'll keep you updated and provide options if things don't go to plan on the day
You will get what you paid for
You can have confidence in how quickly we will respond to an issue
You can have confidence in how quickly we will refund your money
We share your passion for protecting our environment
We commit to the privacy of your personal information
Jetstar has promised that if it breaches the charter and a customer contacts the airline, Jetstar will provide affected customers with travel vouchers valued at $50 to $100 in local currency for each breach.
The charter, called the Jetstar Customer Guarantee, applies across Jetstar's operations in Australia, New Zealand and Singapore.
Jetstar said the charter would sit alongside the airline's "Conditions of Carriage" and would not replace standard conditions applying to fares.
Jetstar chief executive Bruce Buchanan said,"We want to really break that nexus in consumers' minds and say we can deliver the lowest fare in the market place and deliver excellent customer service.
"But we're not arrogant enough or not humble enough to say we get everything right."
Mr Buchanan said the guarantee had legal enforceability because "it's a promise that we make to customers".
Breaches of the charter would be determined by an internal Jetstar "customer care" team.
Should there be a dispute over whether there had been a breach, customers had other complaint resolution options open to them.
Jetstar would publish the complaints and its response to them.
"We're trying to be very transparent about its ... not something that we're making lip service of," Mr Buchanan said.
The charter would undergo constant review, with input from a panel of customers and staff, and consumer advocacy experts.
Jetstar said that under the charter it was committed to acknowledging complaints within 24 hours of receipt, and to responding to complaints and processing refunds within 15 business days.
Mr Buchanan said Jetstar staff would not be penalised should there be a breach of the charter.