This was published 7 years ago
Passenger's amusing 'complaint' letter to Jetstar over inflight service
Jay Mancuso was disappointed when his seats were double booked - but then pleasantly surprised by Jetstar's response.Credit: Jay Mancuso/Facebook
If we had a dollar for every time a passenger complained about a budget airline, we'd never have to travel in the cheap seats again.
But Jay Mancuso's witty letter of "complaint" is like nothing we've ever seen before - and Jetstar's response is even better.
Mancuso recently posted on the Jetstar Australia Facebook page, explaining how he and his fiancee had flown to Bali for their wedding.
Jay Mancuso was disappointed when his seats were double booked - but then pleasantly surprised by Jetstar's response.
"Now, I have read with interest several attacks on budget airlines, such as yourself, in recent years," he writes.
"Today I'd like to become one of these people (insert eye roll here)."
Mancuso said as a "big fella", he had booked and paid for extra legroom in seats 1A and 1B, but soon realised Jetstar had assigned them seats in 15B and 15C.
"I continued to the gate and talked to a lovely lady there who said the seats were double booked. But they changed our seats to 2A & 2B. Oh well, not much I can do from here."
The disgruntled newlyweds boarded the plane, where a flight manager named Abbey asked why their tickets had been changed. Mancuso explained the botch-up.
"Abbey then moved us to front row opposite and apologised profusely," he said.
"BUT! It didn't stop there. Abbey had the nerve to tell us that she was incredibly embarrassed about our mix up, gave us both a Jetstar comfort pack (love the toothbrush) and a warm little blanket for the journey. Wow, of all the insolence.
"Then, THEN just after take off, would you believe she continued her torrent of niceness, and told us to select a beverage and some food FREE of charge!!!!!"
When they landed in Adelaide, Mancuso said Abbey gave them a "huge friendly smile" and apologised again.
"This is not the behaviour one expects when travelling with a low cost carrier and it must stop! I expect far less of your staff and I think Abbey needs a good talking to," he joked.
Mancuso's post received more than a thousand likes on Facebook, and earned an equally tongue-in-cheek response from Jetstar.
"I'm sorry to hear of the issues with your seating, but so glad Abbey could turn it around for you and make sure you had an awesome flight," an employee named Emma said.
"I'm sorry if I'm just pushing it too far, but I've also requested for a refund to be processed back to your credit card for the cost of the extra leg room seating, just as a further gesture of goodwill (how annoying can we be?)."
Mancuso then responded: "Pushy pushy pushy. Ahhh, okay Emma, if you're going to harp on about it, I guess you can refund our $$$'s. Thanks so much to you and Jetstar. Awesome service."
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