Jetstar: Terrible service

My wife and newborn child recently had to fly Jetstar to get from Melbourne to Singapore. We lined up to check in for over an hour, then when were told that she couldn't board the flight unless she had her itinery for her onwards flight to Colombia. I let them know that this was incorrect because my Dad is a Singapore PR so all they need is an address and to tell them that she is catching a bus onwards, or that she will fly out shortly and they will let her in. They didn't care.

Not wanting to waste time arguing with someone who hadn't been trained correctly I had the idea to purchase a flexi-ticket and get it refunded a few days later. I did this, the girl who did it for us, informed me that I (as in, me personally) could call up in a couple of days and get the refund. So, I purchased the ticket for my wife and son and they boarded the plane.

Two days later I called up, using the number on the tax invoice that the girl behind the counter handed to me (not my wife who wasn't even nearby when I purchased the ticket) and they told me that since I hadn't been listed as a contact on the ticket I wasn't able to get my refund! I let them know that I was the one who purchased the ticket, I used my debit card, the money came out of my account, I was never asked if I wanted to be a contact (honestly shouldn't this be assumed? I mean how dumb are these people?) yet they wouldn't give me my refund.

Then, after much hassle, I got my wife to call them up and list me as a contact. She did, but when I called in to get my refund, they told me that nothing had been noted down and that I STILL couldn't get my money back.

This is possibly the worst customer service I have ever had to deal with. I don't care how cheap they are, that doesn't mean they have to hire utter morons. All I want is my money back, the money that should have even needed to be spent in the first place.

Will NEVER be flying jetstar again. Won't even consider it, wouldn't even do it if they paid me to. I have since filed a formal complaint with the ombudsmen and will take this to court if I need to. Nobody should have to deal with this level of incompetence.

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