Jetstar launches Customer Charter

Guest Writer

Low fares leader Jetstar unveils another first, a 10-point Customer Charter known as the ‘Jetstar Customer Guarantee’, through YouTube today. It applies across Jetstar’s Australian, New Zealand and Singaporean businesses. 

The Jetstar Customer Guarantee demonstrates Jetstar’s ongoing commitment to deliver outstanding customer service and low fares. 

Jetstar Chief Executive Officer Bruce Buchanan said: “We’re really excited and proud to be the first airline in the region to introduce a Customer Charter which reinforces our commitment to customer service.

“Our Jetstar Customer Guarantee demonstrates how much we care about our customers and their experience with Jetstar.

“At Jetstar, safety is always our first priority, and we strongly believe that getting the lowest fare shouldn’t mean having to compromise on excellent customer service.

“The Jetstar Customer Guarantee will be an evolving and living document that will be constantly reviewed. This will be supported by a customer and staff engagement programme, including a newly established panel involving customers and staff and consultation with consumer advocacy experts.

“This reaffirms our carrier’s public commitment to excellence in customer service and reflects ongoing improvements the airline has been putting in place for customers.

“The Jetstar Customer Guarantee forms such an important part of our future direction that we are making this very public commitment directly to all our customers through our YouTube channel, via email and on our website, to ensure ease of accessibility.” 

Jetstar will publish its findings and commitments as well as enhancements to the Jetstar Customer Guarantee.

The Jetstar Customer Guarantee includes self-imposed consequences for the airline, including self-imposed penalties for the benefit of customers when commitments aren’t met.

These commitments include:

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