Jetstar business class, Gold Coast-Tokyo

By djbsmith | Dec 05, 2018, 11:59 PM
Hi All

I've booked for my family to fly Jetstar "business" OOL-NRT in 10 days but have had absolutely no luck getting assistance dealing with a couple of issues:
  • My wife has ceoliac disease so needs a gluten free meal. You can order a GF meal if you're in economy but business just says "included". When I find the business menu online it says everything has gluten, dairy and nuts. Surely there is some way to address this and they must deal with allergies in some way?
  • Secondly, I booked the last 7 seats and they are spread around the bus cabin. There are 3 young children who can't sit alone so that will have to be moved and it would make sense for them to do that ahead of time rather than a mess at checkin/gate.

I've tried phone (such poor english that they don't understand the issue) and the online chat (feels like a chatbot) for a couple of hours with no success. I've logged a complaint which says they will respond in 10 business days which isn't helpful given the flight in 10 calendar days.

Any secrets to find some customer service? Unfortunately I'm only lifetime silver with Qantas at the moment.

Thanks in advance

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By QFP1 | Dec 06, 2018, 07:58 AM
As far as seat allocations I think Jetstar is making its own mess here which it will need to handle when you all check in. That's their problem, not yours. Getting a gluten-free meal is very much 'your problem' however so I would get pro-active and jump on Twitter to Jetstar, social media tends to get better response times these days compared to the usual 'customer service' channels. If you don't hear back from them I would suggest bringing along your own prepared gluten-free meals just in case, because economy GF-meals are only loaded based on requests and demand. It would be a shame to have to bring your own GF meals and snacks but this way you're covered and you can always lodge a claim to JQ for some form of reimbursement because you had to BYO. But first things first, get onto Twitter.
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By GBRGB | Dec 06, 2018, 08:36 AM
Friends of mine took the CNS service a short while ago and had the same experience, their daughter has a peanut allergy, couldn’t get any response at all from JQ and ended up taking their own food for her, funny thing was once they got to Japan they had a small card written in Japanese saying their daughter has a peanut allergy, not an issue and everywhere they went were very helpful.
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By djbsmith | Dec 06, 2018, 10:06 AM
Thanks for the responses. Have tried twitter (had to create an account and join the 21st century!) so will see how that goes. I was never expecting a real business class experience from JQ but no solutions for medical food conditions is even below my economy expectations.
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By craigj77 | Dec 06, 2018, 04:54 PM
It is a chat bot!
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By aparasher | Dec 09, 2018, 02:29 PM
I would second the social media option. Try Jetstar Facebook page.
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