Jetstar backs pledge with cash

Photo / Simon Baker

Jetstar will hand out travel vouchers of up to $100 if it fails to deliver on a 10-point charter.

The list ranges from ensuring safety to privacy and is being unveiled today.

Jetstar suffered teething problems when it started flying in New Zealand but says it started work on the guarantee scheme before the launch last June.

The airline handed out vouchers to those affected by delayed or cancelled flights then but it was done in a limited way.

Chief executive Bill Buchanan said the charter was not window dressing although it was partly in response to competitors' claims a budget airline could not provide good service.

"There is no trade-off needed between a low fare and good customer service."

The airline has spent millions of dollars putting staff through customer service training.

During the past four months the airline's call centres had been bolstered by "escalation teams" to solve problems on the spot.

Mr Buchanan said there was not much any airline could do about weather or mechanical problems but the response of airline staff was critical.

THE CHARTER

* Your safety is our highest priority.
* We commit to provide the lowest fares with our 'Price Beat Guarantee'.
* Our team are always here to help, 24 hours a day, 7 days a week.
* We'll let you know your choices if your flight is changed before you travel.
* We'll keep you updated and provide options if things don't go to plan on the day.
* You will get what you paid for.
* You can have confidence in how quickly we will respond to an issue.
* You can have confidence in how quickly we will refund your money.
* We share your passion for protecting our environment.
* We commit to the privacy of your personal information.