Me: Hello
Jetstar: Is "John" there please?
Me: He's not home.
Jetstar: Is "Mary" there?
Me: No, both overseas.
Jetstar: Can I have your name?
Me: (silence, who is calling?) Who's calling?
Jetstar: This is Jetstar calling.
Me: (yeah, as if I would tell you my name without knowing who you were!)
Me: How can I help you?  I am their son.
Jetstar: Is there another number I can contact them on?
Me: No, they are overseas.  What's the problem?
Jetstar: There has been a schedule change.
Me: What's changed on their flight to Wellington in November?
Jetstar: Sorry I cannot tell you that.  We need them to confirm the schedule change via e-mail.
Me: I am their son, what's changed?  I know they are only going for a day.
Jetstar: Sorry this information is confidential.
Me: Are you a bank now?  How does disclosing a schedule change / new flight times make the information "confidential"?

Blah blah blah...

Jetstar:
1) Learn phone manners.  Don't ask who you are talking to when you haven't introduced yourself on the phone.
2) I clearly stated I knew my parents' flight to Wellington in November and advised I was their son, yet Jetstar couldn't disclose the new flight times over the phone.  Am I dealing with a bank here?  How would knowing the new flight times affect anyone or anything?  I can easily go onto their website and find out the flight times via a search. 
3) Stop changing the schedule - I know my colleague had her flight changed many times on another route.
4) Don't work off a procedures manual - use initiative.
5) Why would I give you "John" and "Mary's" overseas number when you won't even tell me their new flight times?

Lame.  Pay cheap and pay the price!