[jordanaus]

Badly given runaround by Jetstar Pacific Customer Service, particularly Luong Tuong. Here are the details:

1. Vietjet Air flight from Taipei to Ho Chi Minh City on 26th December 2016 0900hrs did not permit me onward ticket from Jetstar Pacific from Ho Chi Minh two hours after arriving and after also being told by the Vietnamese embassy in Australia that I was not required to have a visa for transit in the airport. NB. Vietjet Air have since reimbursed me this ticket)

2. Immediately realizing that I was going to miss my connecting Jetstar Pacific flight in Ho Chi Minh City to Bangkok later that day, I located a Jetstar customer service person at around 8.30 that morning in the Taipei airport (this flight BL661 was at 1330hrs leaving that that afternoon) and I asked him if he could change the flight to a different date but I was understanding there would be rescheduling fee of course. He answered saying he could not help me and that I would have to call a telephone number. I explained to him that I had no phone and there were no telephones in the airport either and confirmed if he was a customer service representative of Jetstar Pacific. He confirmed he was but showed that he did not care about my situation and said he could not help.

3. I then caught public transport back to a hostel in Taipei and desperately tried to contact Jetstar Pacific on their Facebook messaging page to get assistance in changing my flight as I only had wifi access with no telephone service and no computer access.

4. On the 27th Dec 2016 I receive a Facebook Messenger response from "Jase", a Jetstar Pacific customer service rep. He told me that I was unable to get a refund for my ticket but could move my flight to another date as that option was still available as I was still within the time period. I asked him to do it for me but he insisted he could not help and I had to make a phone call. I told him that I am travelling and do not have access to a phone so he said to contact via skype. I asked why he couldn't make the changes there and then, after all, he did work for Jetstar! (But no I was expected to go to the end of the earth to contact Jetstar on the phone to make the change even though it was easy enough for Jetstar to take my my money over the internet when booking!). Unfortunately I cannot access Skype on my phone nor do I have a laptop. I have a copy of this Messenger conversation I saved as screenshots on my phone.

5. Also on the 27th Dec 2016 I access Jetstar Pacific online chat service and spoke to a person called 'CJ' while I was waiting with wifi access in Taipei Airport. I also have complete copies of our interaction as I took screenshots of our conversation. CJ basically told me the same thing as Jase. Again I told CJ that I do not have access to a phone but that I could go see the Jetstar representative Jetstar branch in Bangkok when I arrive the next day. CJ said "yes".

6. So on the 28th December 2016 I go to the Jetstar branch in Bangkok. They are kind enough to ring the Australian Jetstar office who then tell me that that I did not reply to them in time to change the ticket so I was unable to have that option anymore!! I explained to them that I had no phone and that I was in transit and that I informed CJ that I would go into the office as soon as I arrive in Bangkok and that CJ said it was ok to do this. But now the Australian office was telling me that I couldn't change it! I argued that I had contacted Jetstar the very morning HOURS before the flight was to take off and they would not help me, and I had contacted them repeatedly online and was given no help. The Australian office did not care and told me to put an investigative form in to Jetstar if I had an issue with it.

7. I emailed Jetstar and asked: Why I wasn't helped the morning I requested to change the ticket in Taipein in person? Why wasn't I helped online on the 26th and the 27th when I can pay for tickets to Jetstar online? Why am I being penalised by not "getting back to them in time" when it was in fact Jetstar who would not assist me at any time and only provide a telephone service for changing a ticket and not an online service or email or an office? After all, I reasoned that if it is good enough to book and pay Jetstar for the ticket online, then surely they can change a ticket date and time online???

8. On the 4th of January 2017 I contact Jetstar Customer Service Rep, Mary Pat Grace, and ask for assistance in dealing this matter. I received no response.

9. On the 19th January 2017 I send another email asking how the situation is going. I make sure I have sent it Jetstar Pacific. I receive no response

10. On 20th January Jetsar Pacific customer service rep, Luong Tuong, contacts me and asks the details of my case AGAIN!

11. On the 3rd March I ask Luong Tong how the investigation is going. No reply.

12. On the 23rd March 2017 I am contacted by Jetstar Customer Service Analyst, Aisha, who says that she has forwarded my investigation onto Jetstar Pacific (wtf/, who was I emailing all this time?!)

13. On the 8th March 2017, Luong Tuong contacts me again and asks me again for the details of my case!!!!

14. On 17th March 2017, Luong Tuong tells me that he can't help because I was a "no show" and that he can't help. I then wrote immediately back and told him that I actually informed Jetstar Pacific long BEFORE the flight took off at; (a) the Taiwan Airport and, (b) Jetstar Pacific Facebook Messenger Service! And I also told (c) Jetstar Pacific online chat customer service who said I can re-route my flight for a fee, and I informed (d) Bangkok Jetstar Office in Silom Bangkok (who rang customer service rep in Australia). None of these people would help me though.

15. 24th March 2017 Luong Tuong informs me that I can't get a refund because of the visa issues I had in Taiwan. I returned an email and said I was not seeking a refund, never had, but that I was seeking to get this ticket transferred to another flight on the same route for a fee, which is what I was originally told I could do.

16. 28th March 2017. Luong Tuong ignores all my information I gave him and decided to close the case and gives me an email informing me so.