Jetstar introduces web chat service for customers

  • Jetstar launches live chat service to answer customer queries
  • Live chat links service agents with customers via instant messaging
  • Introduction follows a successful trial of live chat for Jetstar holiday bookings

Jetstar is introducing live chat at to offer customers a timely and convenient service to answer queries.

The live chat platform, which is available from today, allows users to interact with customer service agents via an instant messaging interface on the website.

Jetstar Group Chief Commercial Officer David Koczkar said the addition of this service was great news for customers.

“We know our customers value their time and our live chat service is all about resolving queries on the spot,” Mr Koczkar said.

“Jetstar has always embraced the use of technology to improve the customer experience and we’re proud to be the first airline to offer live chat in Australia and New Zealand.

“This new platform helps us deliver a hassle-free experience and is another initiative we have implemented as part of our focus on continually improving the Jetstar customer experience.”

Jetstar first used live chat in 2011 to help customers booking holiday packages on and customer feedback for this service has been positive.

“Four out of five Jetstar customers who have used live chat have had their query resolved on first contact and customer satisfaction rates are around 90 per cent,” Mr Koczkar added.

In July 2012, the live chat service was extended to include help for web users having trouble completing online bookings.

The software that supports Jetstar’s live chat platform was developed by US technology firm LivePerson.

Live chat will only initially be available for Australian and New Zealand customers with other Jetstar markets currently under consideration.

About Jetstar

The Jetstar Group is one of the Asia Pacific's largest low fares network by revenue.

It is made up of Jetstar Airways (subsidiary of the Qantas Group) in Australia and New Zealand; Jetstar Asia in Singapore; Jetstar Pacific in Vietnam; Jetstar Japan; and, subject to regulatory approval, Jetstar Hong Kong.

Jetstar branded carriers operate more than 4,000 flights a week to more than 60 destinations. The Jetstar Group carried more than 25 million passengers in financial year 2014.

photo:Jetstar AU & NZ Media
Jetstar AU & NZ Media
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