JetStar Claim Policies
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•07
On Saturday 17th February 2007 Nico, Gustav and I checked 3 bags at London Heathrow Airport for Quantas flight QF10 towards Melbourne Australia. On the morning of Monday 19th February 2007 we transfered to Jetstar flight QF350 to Christchurch, New Zealand. On the afternoon of Monday 19th February 2007 we landed in Christchurch, New Zealand.
Our bags did not arrive.
After trying to communicate with some very unresponsive people, filing paper work, phoning a number, further communication with more unresponsive individuals, sending irate emails, phoning more numbers, purchasing replacement ’surfer-dude’ clothes… we awoke the next morning to set off on our trip around the South Island of New Zealand, via Christchurch Airport. The date: Tuesday 20th February 2007.
Our bags arrived.
On February 22nd 2007 we recieved a reply to our email:
We apologise for the inconvience that was caused to you on your trip. Could you please send us the receipts for your expenses along with the bag tag numbers,boarding pass, ticket details and your file reference number
Thank you for your patience
Regards,
Doreen
Jetstar International Baggage Services ( Claims )
We collated all the necessary materials. Around 1 month later I spring cleaned.
I still had my boarding card, flight details and bank statements. After an email it was agreed this would suffice.
Today, Thursday 5th April 2007, I recieved this email:
Dear Mr. Tyrer,
We have contacted our claims department and as per JetStar Claim Policies you are entitled to a claim amount of 40 Australian Dollars.
To enable the payout please provide us with your bank details, such as bank name and branch, account name, account number and BSB code. Alternatively if you would like a cheque payout, please advise.
Await your reply.
Thank you,
Roxanne
Senior Baggage Officer
JetStar International Baggage Service (Claims)
$40 Australian Dollars comes to £16.56. Its not that this amount doesn’t come close the transactions on the bank statement (£150) - the clothes we bought, we might have bought anyway.
This comes down to principle and corporate responsibility. It seems this it the theme of the month
that is so completely pathetic - but unfortuneatly so like the evil corporate world. mum’s bag got lost on a flight to spain - it never turned up - and the flight company were completely useless (luckily she had some kind of insurance to replace everything). you would think they would have a much better and more efficent policy to do with something like this - has no one heard of good customer service!!!