07 December 2010

Customer Service with a Smile: The Jetstar Way...


So, your baby has just died of Sudden Infant Death Syndrome / SIDS while you were on a group holiday booked through Jetstar. You booked with Jetstar to maximise the benefits of cheap flights and accommodation package deals. You are looking at changing your flights in order to deal with the tragedy within the relative safety of your own home with family and friends. Unfortunately, you find out that changing your flights and leaving your holiday on the Gold Coast early is certain to be problematic. You call Jetstar to organise the changing of flight details only to be told you will have to prove that your baby is dead or you will be slugged with AUD 600 in additional fees and charges.

Jetstar demands that these fees be paid upfront before you fly. According to Jetstar, they are going to contact the family and they are to be fully reimbursed. However, that really is not the customer service point is it? Seriously, how many people do you know who are going to call an airline or front up at the ticket counter and try and claim that they need to change their flights because one of their children has died of SIDS if it did not happen? I appreciate there are people out there that might, but they are in the minority, aren't they?

Jetstar has argued along the lines of "We deeply sympathise with our passengers in such situations and seek to be as flexible and accommodating as possible." Yeah, right! It is all about the dollars and cents. There is no compassion or sympathy exhibited by Jetstar in this instance. And, the above statement might make them feel better about themselves, but it shouldn't. Neither should this justification be considered valid as representative of sympathising with passengers suffering tragedy in their families "If documentation is unable to be provided at the time, change fees and fare difference applies — however, the amount is fully reimbursed once the documentation is provided."

Jetstar really should be ashamed of themselves in regards to the way this family was treated.

I am not going to fly Jetstar on principle. My principles are that people are more important than bottom line dollars and cents. The simple reality here is that these were extraordinary circumstances and cutting this family some slack in their moment of grief was not going to send Jetstar bankrupt. If they do not care enough for the people that pay their salaries, then I do not see any reason for me to support an organisation like that.

Thus endeth today's rant and rail.

5 comments:

Multibrand said...

Hi Rob,

I have been thinking about flying on Jetstar, but after reading you post I'd rather take other airlines.

Rob Baiton said...

@ Harry...

To each their own. You have to make those sorts of decisions for yourself.

I am certain that the vast majority of people will continue to fly Jetstar because it is cheaper than the alternatives.

Outsource Call Center said...

In my opinion, Good customer service is necessary. I believe that treating the customer so politely makes them so comfortable and satisfied with your services. Thanks for sharing.


-fern-

Rob Baiton said...

@ OCC...

I think good customer service is necessary too!

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