Passenger Jay Mancuso sent a complaint letter to budget airline Jetstar Australia for their flight between Denpasar and Adelaide, here it goes:
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 apologised 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 take off, 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 apologised 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 ensure we will be flying Jetstar again. (But can we please have a Dreamliner plane for the Adelaide to DPS run?)
Yours in good fun.
