[航空公司]:捷星


[購買途徑]:官網線上購票


[班機日期]:2/26(三)臺灣飛澳洲，經新加坡轉機、回程2/29(六)，經新加坡回臺灣


[不專業退票分享]:

首先，先感謝版上的各位大大有分享一些退票方式。
在武漢肺炎疫情的前期_1月底、2月初，
就在想2月底的行程怎麼辦，因為當時新加坡雖非最終旅行地，
僅有還回程會在轉機，並停留各不到24小時。

2月初時新加坡的旅遊警示僅有一級-----無法退票。

2月20日左右，新加坡旅遊提升為二級-----才開始有退票辦法。


幸好趕在出發前得知退票消息，就趕緊與"線上客服"對話！ 破英文也適用喔~


詳細對話紀錄的網誌版：https://bit.ly/2JBxgLh


第一個步驟就是連結上"捷星台灣"的臉書粉絲團，

點選置頂的連結 https://www.jetstar.com/hk/zh/travel-alerts ，

後續往下拉，找到Chat Now就趕快點進去，

因為這樣才能直接面對線上客服人員！！！


https://imgur.com/ZiJJlCN
https://imgur.com/FD4vnbN


第二個步驟在點選Chat Now之後，就必須填寫基本資料，

包含1.名字、2.姓氏、3.電子信箱、4.機票的訂位代號。

填寫完，才有辦法與線上客服聊天，然後這個網頁不能關閉，一關閉就要重來！

https://imgur.com/kOhOftD



此時，可能需要等待5~10分鐘，才會有有空的客服出現，

這時可以喘口氣，休息一下，然後開google翻譯以備不時之需。




第三個步驟就是開始問答，

線上客服會先告知注意事項，然後說名字後，詢問有什麼需要幫忙的事情。

後續對話不脫離下列3件事。

1.打招呼，告知因為武漢肺炎而要求退款。

2.告知訴求並確認，如退費、改班、換代金券...等。

3.對話中一定要有禮貌！

https://imgur.com/tnXeLl0


實際對話如下，僅節錄比較重要的地方XD 歡迎參考不專業的英文溝通。



( 2m 29s ) OOO: *Please do not share your credit card information, security
code or CVV in this chat window.*
Hi, my name is OOO. How can I help you today?
( 3m 29s ) 我: hello OOO! i would like to request the refund due to Corona
virus.

( 4m 37s ) 我: My traveling on a Jetstar flight to Singapore between 24th Jan
to 31st Mar.
→ 打招呼，告知因為武漢肺炎而要求退款。


( 4m 41s ) OOO: Hi there, 我. Let me check this for you. One moment please.
→ 客服確認中。



( 10m 3s ) OOO: Thank you for waiting. Upon checking here, we can now cancel
and refund your booking via a voucher. Shall we proceed?
→ 客服說：感謝等待，經過確認後，我們可以取消和退回代金券。我們可以繼續進行嗎?


( 11m 35s ) 我: Okay! sounds great, but the real money back is better.
( 13m 31s ) OOO: I'm sorry about that. I'm afraid that what we can only
provide is a free move or a refund via a voucher.
→ 在此與客服確認只能退成代金券。


OOO: Please be advised that the voucher is valid for 6 months but it doesn't
necessarily mean that you have to travel within 6 months, you just need to
book any available flight on our website. If you still can't travel you can
have someone else use the voucher like a family member or a friend as long as
you remain as the contact person on the booking because the voucher is under
your name.

→ 客服回覆：代金券需在2020年8月底前使用，但機票不一定要在8月底前出發，
如果本人沒空可以用自己的名字去幫朋友訂購。


Also, the voucher can only be redeemed in one booking and any amount not
redeemed in that booking will be forfeited. If the new booking is priced
higher than the voucher, kindly use the voucher first as mode of payment and
the balance can be paid using a different form of payment like a credit card.
If you use the credit card first, the whole amount will be debited from it
and you won't be able to use the voucher.
→ 客服回覆：一張代金券的金額，要在一次用完，未用完就會消失。
(跟夜市券一樣的概念XD)

新預訂的金額高於代金券，則先扣除代金券金額，餘款可用其他方式用，
所以務必先使用代金券。

如果先使用信用卡，則不會用到代金券。(這句有點複雜，待後續買票來查證)


If you are unable to use the voucher, someone else can use it and you can
make arrangements with them as long as you put your contact details on the
new booking because the voucher is under your name.

→ 客服回覆(最後提醒)：如果你沒用到，可以給其他人使用，
只要將你的聯絡方式放在新預訂上面則可，因為代金券是你的名字。


( 41m 59s ) 我: And another question, if I chose to get the voucher, I could
only use one time? ---> it doesn't look like the real voucher.
( 43m 2s ) OOO: The voucher can only be used one time. If you like, we can
divide the amount so that you will have more vouchers with you. However, the
expiration dates will be the same.
→ 客服說明可以將代金券切割！ (就是一萬元可分為五千、三千、二千各一張之類！)


( 49m 15s ) 我: but if i can not use it until 31st August, it will disappear?
( 49m 33s ) OOO: I'm sorry, are you referring to the voucher?
( 49m 54s ) 我: yes!
( 50m 32s ) 我: I am afraid that the Corona virus will spread all of the
world for many months.....
( 51m 2s ) OOO: I see, in that case, you may chat us back for us to check
what we can do to help you if you weren't able to use the vouchers. However,
I cannot guarantee it.
→ 客服說明如果無法使用代金券，可以再與線上客服尋求協助，但無法保證結果。


後續確認後，就請客服將代金券分成幾等份，
不過後續OOO客服下限了，馬上來了PPP客服，只好重新講一次。
過程就是 確認訂單->退成代金券->最終確認。


( 1h 54m 11s ) PPP: Thank you for patiently waiting, 我. Good news. I have
already process the travel voucher for booking reference LLXXXX. It will be
sent to [email protected] within 5 business days. Is there anything else I can
help you with today?

→ PPP客服已協助轉成代金券的過程，需要5個工作天。



( 1h 55m 55s ) 我: Wow!! Just waiting for least than 5 business days.
( 1h 56m 8s ) 我: It is really awesome.
( 1h 57m 2s ) 我: I think that I don't have any questions now. So i just wait
for 5 days, is that correct?
( 1h 57m 34s ) PPP: That will be 5 business days. Just a reminder, Saturdays
and Sundays are not included as business days.

→ 客服說明六日不在工作天裡面。


後續捷星台灣就把對話紀錄寄給我的電子信箱了！


[後記]

時間序紀錄：

2/22(六)2AM左右完成線上對話、
2/24(一)下午從電子信箱中收到代金券。

https://imgur.com/xYaUrtn



[代金券使用方式]

可以參考官網 縮網址：https://bit.ly/3aIpaw6
應該跟禮券使用方式差不多吧?! (待大家討論)


--------------------------------------------------------------------
fb粉絲專頁：https://www.facebook.com/WillBeJohnsJourney/
臺灣東部旅遊blog：https://river8698.pixnet.net/blog/category/3234062

--
※ 發信站: 批踢踢實業坊(ptt.cc), 來自: 1.200.209.141 (臺灣)
※ 文章網址: https://www.ptt.cc/bbs/Aviation/M.1585932219.A.6AD.html