Jetstar email addresses passenger with curse words, airline blames account change

A woman planning to fly across the Tasman with Jetstar is “disgusted” after two expletives were attached to her name in an email from the airline.

Tracey Thompson’s name was accompanied by the words “f*** c***” in a change of booking confirmation email she received from the airline on Thursday.

Thompson told the Herald she was shocked when the expletives were used next to her name.

“It’s definitely not on, especially from a corporate group. Yeah, it’s disgusting actually.”

She wondered if others who were booked on the same Hamilton to Sydney flight had similar words used in their emails.

Thompson and her husband booked the flights to Sydney to attend the NRL Grand Final, hopeful the Warriors would be playing.

Tracey Thompson says Jetstar addressed her in an email with the slur 'f*** c***' following an itinerary change. Photo / Supplied

Before the Herald contacted Jetstar, Thompson said the airline called her to say that she must have entered her name like that on the booking.

Thompson said it later called to clarify it was investigating.

Jetstar said its investigation had indicated Thompson’s contact name had been updated through her account, with the system automatically using it in the email communication she received.

“We understand this may have been an upsetting email to receive and apologise for any distress caused,” a spokesperson said.

“We have contacted the customer to discuss this to support our investigation.”

When asked about the expletives' origins, Jetstar said an investigation indicated Thompson's contact name had been changed directly through her customer account.

However, Thompson denied altering the account name and said Jetstar‘s conclusion lacked an apology.

“They don’t know who changed it, and I know I didn’t change it.”

Thompson said she queried the IP address logged during the edit, but the customer service specialist did not have an answer.

“They’re not going to look into it anymore, but I’m not happy with that,” she said.

“They shouldn’t have been able to use that language.”

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