My wife recently found herself stranded on the Gold Coast, having missed her flight due to a malfunctioning GPS.
She was stuck in a strange city, with no flight, no accomodation, and no transport – and with a 3mth old baby in her arms.
The level of customer service she received from the staff at Jetstar was nothing short of appalling. They were rude, unhelpful, and thoroughly incompetent. Due to the appalling level of service we were shown, we finished up considerably out of pocket, as we attempted to make alternative arrangements.
When I complained to Jetstar, their “Manager Customer Experience”, one Michael Mirabito, assured me that this level of service was normal for Jetstar, and that they had done nothing wrong.
But of course “customer experience” does not imply “customer service” does it…..
Jetstar – never again!
BTW, it appears my experience is not unique. Also here and here