Hi,
My flight was previously delayed for 20 hours and a few people from our flight had complained to Jetstar regarding this issue and they mentioned in an email that Jetstar will contact the passengers who were listed in the attached list for the redemption of $50 Jetstar voucher.
As I did not receive any phone call, I tried to contact Jetstar Singapore customer service at 8006161977. The line was on hold for at least 15 minutes. I tried a second time on another day and decided to be more patient. I waited for at least 10 minutes.
The operator did not know what was the whole issue about and when I initiated to offer the Case ID, he said it wasn't necessary. However, he did not know the whole case and proceeded to tell me that I would receive an email in 4 working days. The email address I provided was chia.hui.shan@gmail.com.
It was more than 4 days now, in fact, it is probably more than 2 weeks since I called. I did NOT receive any email from Jetstar.
A few points I wish to highlight to the management of Jetstar:
1. Poor service recovery. Flight had been delayed for almost 1 day. One of your staff mentioned that Jetstar will contact the passengers who are listed in the attached list for the redemption of $50 Jetstar voucher. There was NO news.
2. Jetstar customer service line was put on hold for too long, more than 15 minutes. This long wait will further aggravate an already-angry customer.
3. Telephone operator did not bother to check the issue, even upon customer's offer to provide the case ID number. He simply pushed it to an email response which he did not follow up with.
4. Lastly, email response was not delivered as promised.
You may or may not reply. I'm not really interested in the voucher redemption anymore. These are honest feedback from me, who is a customer also dealing with customer service.
