Read This Passenger's Hilarious Note (and Jetstar's Even Better Response)
4th Dec 2016
A South Australian Jay Mancuso took to Facebook to "complain" about his recent experience on a flight from Bali to Australia with Jetstar. What he didn't predict though was that his post would get the response it did from the Australia carrier.
Here is Jay's note to Jetstar from Facebook:
"Dear Mr & Mrs Jetstar.
Hello, my name is Jay, and you guys gave me and my beautiful new wife a lift to Bali the other week to get married. Twas a lovely occasion and I believe you also gave about 60ish of our guests a lift also. Apart from the cramped seats, all went very well.
Now, I have read with interest several attacks on budget airlines, such as yourself, in recent years. Today I'd like to become one of these people (insert eye roll here).
On Friday evening at Denpasar international airport, my wife (still getting used to that) and I checked in at your Jetstar desk. Tired and grumpy (no one likes leaving holidays) we walked through the immigration stuff and wasn't till we were "on the other side" we noticed that we were incorrectly allocated our seats. Prior to travel, I booked and paid for extra legroom, being a big fella, in seats 1a and 1b. Alas, we were allocated 15c and 15b. What?! That's outrageous, I thought. I continued to the gate and talked to a lovely lady there who said the seats were double booked. But they changed our seats to 2a & 2b. Oh well, not much I can do from here.
Disgruntled as we were, we walked onto the plane and a wonderful lady, Abbey, flight manager, asked us why we had our tickets changed. I explained. Abbey then moved us to front row opposite and apologized profusely.
BUT! It didn't stop there. Abbey had the nerve to tell us that she was incredibly embarrassed about our mix up, gave us both a Jetstar comfort pack (love the toothbrush) and a warm little blanket for the journey. Wow, of all the insolence. Then, THEN just after takeoff, would you believe she continued her torrent of niceness, and told us to select a beverage and some food FREE of charge!!!!!
Landing in Adelaide at 6:00am she then still gave us a huge friendly smile and apologized once again.
This is not the behaviour one expects when travelling with a low cost carrier and it must stop! I expect far less of your staff and I think Abbey needs a good talking to.
So, in finishing. To dear Abbey, flight manager on board flight JQ128 ex DPS -ADL on Friday night the 25th November 2016, I salute you. Your customer service and attention to detail was exemplary. We thank you from the bottom of our hearts; you turned our frowns upside down. Jetstar, give this girl a sticker of excellence. It's conduct like this that ensures we will be flying Jetstar again. (But can we please have a Dreamliner plane for the Adelaide to DPS run?)
Yours in good fun.
And here is Jetstar's equally great response to this:
Thank you for your post and congratulations to you and your new Mrs!
I'm sorry to hear of the issues with your seating, but so glad Abbey could turn it around for you and make sure you had an awesome flight. We go to great lengths to try and provide passengers with excellent customer service so it's always helpful when a customer takes the time to tell us exactly what we're getting right.
It's also really rewarding for our team to have their work recognised in such a thoughtful way. I've passed your comments on to Abbey and her managers and I know they'll really appreciate your thanks.
I'm sorry if I'm just pushing it too far, but I've also requested for a refund to be processed back to your credit card for the cost of the extra leg room seating, just as a further gesture of goodwill (how annoying can we be?). We'll process this within 15 business days.
Thanks again for your great post and all the best to you and your new wife. We hope to see you both on board again soon :)
Cheers ? Mrs Jetstar (Emma)."
Great stuff from both Jay and Jetsar.