Written on: 28/12/2009
I was supposed to fly to Bangkok for holiday along with my 9 other family members via Jetstar airline on 23/12/09 07:15am (Flight 3K511).
Unfortunately my mom passport expiry date is less than 6 months (by 1 day different), thus the counter officer rejected to check us in.
We seek for Jetstar advise on this matter, but the officer turned us down by saying the manager on-duty was busy.
We insisted to wait until she's available to advise us. After waiting for quite some time, the manager on-duty approached us.
She reluctantly entertained us by saying passport with less validity period is not allowed and told us to go embassy to renew the passport.
(Yes, I know this but I was asking if there's other alternatives or better advise). She was then advise us to try another airline since she said "we are short of staff today and I've been very busy since morning".
I'm very much disappointed that instead of assisting us, she's complaining about the working condition in Jetstar. There's no professionalism at all in her response.
I advised her that they should also improved the ticket purchasing system by not allowing the customer to make the purchase if the passport expiry date is not valid. And again instead of taking the feedback, she told us that it's passenger's responsibility to ensure this.
I do not disagree with her but again I'm disappointed with the response, because she told us there were 10 same cases of passport validity issue for past 2 months! (and not even single action or warning to the customer given by jetstar airline)
At the same time, another group of passenger approached another officer with the same issue.
They were advised to go to ICA to get the letter of extension and the officer actually refused to tell them the subsequent available Jetstar timing since they are too busy.
We told the local group the next available time would be at 19:25 and we headed back to check-in counter asking to hold 3 of the tickets and let the other family members to go ahead. (The manager on duty said we can reschedule our departure time to 19:25 with charge of SGD80/person)
After so much hassle and due to some reason, in the afternoon we decided to reschedule the 2 tickets and cancel my mom's trip only.
I called the Customer Service to arrange the changes.
The guy on the phone told me that no changes are allowed for our tickets as they have been marked as NO SHOW. If we still want to go to Bangkok, we need to purchase new tickets again.
Another thing I found that any enquiry that requires answer has to be done via post mail (cannot be done online).
Is this method done by Jetstar to discourage customers to feedback ???
I fully understand that Jetstar is a budget airline, but does it mean the way the staff response and the service given by the airline should be far below the other airline's standard ??