Jetstar still has its (many) problems
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Jetstar still has its (many) problems
Published by the Sydney Morning Herald
Jetstar passengers stranded in Thailand
THOMAS HUNTER
January 27, 2010 - 10:18AM
Jetstar passengers booked on a Thailand-to-Sydney flight have been stuck on the resort island of Phuket since Monday because of maintenance problems.
Flight JQ28 was due to leave Phuket at 9pm (local time) on Monday, but the flight was cancelled, leaving hundreds of passengers to spend Australia Day stranded far from home, Natalie Soltyszewski said.
The passengers were put up in a hotel on Monday night and told they would leave at 5pm (local time) on Tuesday, but due to more maintenance problems that flight was also cancelled after they had boarded the aircraft.
Jetstar again arranged accommodation, meal and telephone vouchers for passengers on Tuesday night.
The Qantas-owned no-frills carrier later confirmed the stranded travellers would be picked up by bus to catch a replacement flight to Sydney at 5.30pm on Wednesday.
But tempers were frayed as the passengers waited for information.
"They boot you off the plane and then you are stuck dealing with the Thai ground staff who don't know anything," Ms Soltyszewski said.
"The information is just not forthcoming. We'll go to a hotel now, and we'll find out in the morning whether or not we've got another plane."
Ms Soltyszewski had been on holiday with friends in Thailand for a month.
"I'm not so worried about myself," she said.
"One lady has to get back for chemo. Some kids are starting school tomorrow.
"It's a great Australia Day for us."
Jetstar spokesman Simon Westaway said two unrelated faults occurred on the A330 aircraft, one which required a part to be delivered from Bangkok.
“We are just as frustrated as those customers that just want to get back to Australia,” he said.
Jetstar were sending another A330 to Thailand this morning to pick up the passengers.
“The other aircraft should be repaired today, but we’re not taking any chances,” he said.
“I understand that some people are frustrated but I’ve also heard a lot of positive comments our cabin crew, tech crew and pilots in terms of how we’ve managed the situation,” he said.
Mr Westaway said all passengers would receive a full refund and travel vouchers worth $600.
He said a couple that had a pressing medical issue were found seats on a Thai Airways flight.
Meanwhile, Jetstar has come under fire in New Zealand from a mother with twins who was kicked off a flight because she did not have another adult flying with her.
Aimee Moutray and her 18-month-old identical twins Arliyah and Janade were booked to fly to the Gold Coast on Friday for Ms Moutray's cousin's wedding, the New Zealand Herald reported.
At Auckland Airport she could not fly with the two girls without another adult. Ms Moutray said Jetstar had previously told her she could.
Mr Westaway said Ms Moutray would receive a refund for the flight.
THOMAS HUNTER
January 27, 2010 - 10:18AM
Jetstar passengers booked on a Thailand-to-Sydney flight have been stuck on the resort island of Phuket since Monday because of maintenance problems.
Flight JQ28 was due to leave Phuket at 9pm (local time) on Monday, but the flight was cancelled, leaving hundreds of passengers to spend Australia Day stranded far from home, Natalie Soltyszewski said.
The passengers were put up in a hotel on Monday night and told they would leave at 5pm (local time) on Tuesday, but due to more maintenance problems that flight was also cancelled after they had boarded the aircraft.
Jetstar again arranged accommodation, meal and telephone vouchers for passengers on Tuesday night.
The Qantas-owned no-frills carrier later confirmed the stranded travellers would be picked up by bus to catch a replacement flight to Sydney at 5.30pm on Wednesday.
But tempers were frayed as the passengers waited for information.
"They boot you off the plane and then you are stuck dealing with the Thai ground staff who don't know anything," Ms Soltyszewski said.
"The information is just not forthcoming. We'll go to a hotel now, and we'll find out in the morning whether or not we've got another plane."
Ms Soltyszewski had been on holiday with friends in Thailand for a month.
"I'm not so worried about myself," she said.
"One lady has to get back for chemo. Some kids are starting school tomorrow.
"It's a great Australia Day for us."
Jetstar spokesman Simon Westaway said two unrelated faults occurred on the A330 aircraft, one which required a part to be delivered from Bangkok.
“We are just as frustrated as those customers that just want to get back to Australia,” he said.
Jetstar were sending another A330 to Thailand this morning to pick up the passengers.
“The other aircraft should be repaired today, but we’re not taking any chances,” he said.
“I understand that some people are frustrated but I’ve also heard a lot of positive comments our cabin crew, tech crew and pilots in terms of how we’ve managed the situation,” he said.
Mr Westaway said all passengers would receive a full refund and travel vouchers worth $600.
He said a couple that had a pressing medical issue were found seats on a Thai Airways flight.
Meanwhile, Jetstar has come under fire in New Zealand from a mother with twins who was kicked off a flight because she did not have another adult flying with her.
Aimee Moutray and her 18-month-old identical twins Arliyah and Janade were booked to fly to the Gold Coast on Friday for Ms Moutray's cousin's wedding, the New Zealand Herald reported.
At Auckland Airport she could not fly with the two girls without another adult. Ms Moutray said Jetstar had previously told her she could.
Mr Westaway said Ms Moutray would receive a refund for the flight.
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Sadly the widebody operation is still a victim of being too small a fleet, together with the maintenance being carried out by a contractor (in this case, QF Engineering) who further contracts out maintenance in some ports.
And I'm not making a judgement call here - it's just that whenever an airline is in that kind of situation, they lose an element of control of the operation. Evidence the narrowbody operation; not nearly as many 'big' disruptions - part of the reason being that it's an entirely 'in-house' operation. And it helps that there are nearly 40 airframes to fall back on.
By year's end, disruptions may well be more easily handled - more and newer units into the fleet. Quite a few...
It's a situation that V don't have to worry about for the moment - nice shiny new jets don't fail all that often. But maybe in a couple years time? Who knows.
And I'm not making a judgement call here - it's just that whenever an airline is in that kind of situation, they lose an element of control of the operation. Evidence the narrowbody operation; not nearly as many 'big' disruptions - part of the reason being that it's an entirely 'in-house' operation. And it helps that there are nearly 40 airframes to fall back on.
By year's end, disruptions may well be more easily handled - more and newer units into the fleet. Quite a few...
It's a situation that V don't have to worry about for the moment - nice shiny new jets don't fail all that often. But maybe in a couple years time? Who knows.
I reckon Jetstar did alright this time.
Breakdowns happen, and two in a row is probably just bad luck.
Pax got
1) their flights refunded
2) hotel accom and meals paid for
3) $600 each towards their next holiday
Many LCCs would leave you waiting around the terminal with nothing.
doesn't leave much to gripe about. I'm guessing anyone who had to get home asap could have flown Thai or V Aus.
Breakdowns happen, and two in a row is probably just bad luck.
Pax got
1) their flights refunded
2) hotel accom and meals paid for
3) $600 each towards their next holiday
Many LCCs would leave you waiting around the terminal with nothing.
doesn't leave much to gripe about. I'm guessing anyone who had to get home asap could have flown Thai or V Aus.
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I agree with Goat Whisperer, handled reasonably well.
Airlines, in a sense, are victims of the reliability of modern aircraft. The on-time performance approaching 90% for all Australian domestic operators tells us that significant delays are pretty rare. Add to that the ability of all trunk-line operators to move pax on the same day even if their flight is cancelled, and it is easy to see why people are surprised when it doesn't all pan out like that when something goes awry at a low frequency, relatively isolated port.
Then add the wonders of modern communication and a slow news week and you get stories like this one.
I don't think it is Jetstar specific, just the rub of the green.
Bit like the UA BNE diversion.
Airlines, in a sense, are victims of the reliability of modern aircraft. The on-time performance approaching 90% for all Australian domestic operators tells us that significant delays are pretty rare. Add to that the ability of all trunk-line operators to move pax on the same day even if their flight is cancelled, and it is easy to see why people are surprised when it doesn't all pan out like that when something goes awry at a low frequency, relatively isolated port.
Then add the wonders of modern communication and a slow news week and you get stories like this one.
I don't think it is Jetstar specific, just the rub of the green.
Bit like the UA BNE diversion.
Last edited by Wod; 27th Jan 2010 at 05:51. Reason: Afterthought
This is what happens when Pornstar goes U/S in a port where big brother doesn't fly to. When you take away that safety net it becomes apparent how budget this airline really is.
It has nothing to do with maintenance being contracted out to Qantas. If the truth be known a large part of Pornstars 320 work is done by people other than Jetstar.
Jetstar had a 330 problem a few weeks ago on the SYD-HNL route. The aircraft didn't even leave Sydney. But thats OK because big brother was able to pull them out of the poo by uploading quite a few pax on the QF HNL-SYD flight.
Quality is not a word that should be used anywhere when discussing Jetstar international.
It has nothing to do with maintenance being contracted out to Qantas. If the truth be known a large part of Pornstars 320 work is done by people other than Jetstar.
Jetstar had a 330 problem a few weeks ago on the SYD-HNL route. The aircraft didn't even leave Sydney. But thats OK because big brother was able to pull them out of the poo by uploading quite a few pax on the QF HNL-SYD flight.
Quality is not a word that should be used anywhere when discussing Jetstar international.
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A small suggestion...
What seems to come through in the SMH article is not that the aircraft went u/s or that the punters weren't given refunds, etc. - it's the lack of information part.
Punters like to just be told something - anything - to make them feel reassurred that they haven't been forgotten. Then take the 2 mins to update every half an hour or so until resolution.
What seems to come through in the SMH article is not that the aircraft went u/s or that the punters weren't given refunds, etc. - it's the lack of information part.
Punters like to just be told something - anything - to make them feel reassurred that they haven't been forgotten. Then take the 2 mins to update every half an hour or so until resolution.
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Gee, the JQ bashing by the media is getting tiresome. Would they like JQ to fly the aircraft if they were not certain if was safe? These punters get stuck in Thailand (I could think of worse places to be), get hotels paid for and refunds. Considering they are a LCC, that is a fair good deal. I certainly wouldn't mind it - and the kids missing school, they are probably loving it. Once again, people never leave enough time in case something does go wrong.
Meanwhile, the earthquake in Haiti continues, there are people trapped because of a mudslide in Peru...........that word PERSPECTIVE comes to mind.
As for the information, I agree JQ needs to work on this but no matter what you tell people, they want more answers. Sometimes it is worse giving them all the details because they become experts on how to 'fix' the problem or deal with the passengers.
Meanwhile, the earthquake in Haiti continues, there are people trapped because of a mudslide in Peru...........that word PERSPECTIVE comes to mind.
As for the information, I agree JQ needs to work on this but no matter what you tell people, they want more answers. Sometimes it is worse giving them all the details because they become experts on how to 'fix' the problem or deal with the passengers.
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About 20 years I flew to the US on a 747 for vacation. the flight went via NZ. We had a tech issue in AKL and the flight was delayed 24 hours. We all came back to the airport 24 hours later only to be told it was another delay of 24 hours.
The delay was badly handled by all airline staff involved and I have never flown longhaul with said airline again.
At that time, the airline had been in the airline business for over 60 years, I guess.
So tell me airsupport, did I get what I paid for? I seem to recall the ticket was very much a full service price.
The delay was badly handled by all airline staff involved and I have never flown longhaul with said airline again.
At that time, the airline had been in the airline business for over 60 years, I guess.
So tell me airsupport, did I get what I paid for? I seem to recall the ticket was very much a full service price.
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I hope no staff travellers got caught-up in this sh!tfight. Although full paying pax would have been well compensated, I could imagine it would be very stressful for staff trying to get home (especially with families).
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Ngineer
Yes, and no.
If you go away on a staff ticket, we all know we're at the bottom of the priority list when things go wrong.
If you go away knowing you "must" be back in time then having no back up plan (like a second ticket with another carrier or tickets via another stop over) is just plain fool hardy and deserves no sympathy.
What ever one you dont use you get a refund on.
Yes, and no.
If you go away on a staff ticket, we all know we're at the bottom of the priority list when things go wrong.
If you go away knowing you "must" be back in time then having no back up plan (like a second ticket with another carrier or tickets via another stop over) is just plain fool hardy and deserves no sympathy.
What ever one you dont use you get a refund on.
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So tell me airsupport, did I get what I paid for? I seem to recall the ticket was very much a full service price.
It is just commonsense really, you can NOT expect the same service with these LCCs.
I see regularly where these LCCs have fares advertised for $39 or so, no rational person could expect much with these fares.
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Sorry Waren but I must disagree.
Packing up and getting to the airport early every day to try and get a seat on a Jetstar flight is stressful enough, especially if you have a couple of kids in tow (remembering its first in best dressed with these guys). Having to back up for 2 days, then compete against 2 missed flights worth of passengers...........
Other airlines offer their loyal employees confirmed tickets every year. It is unfortunate that our degrading staff travel benefits have become the norm. Definately an issue for up-coming EBA's.
Packing up and getting to the airport early every day to try and get a seat on a Jetstar flight is stressful enough, especially if you have a couple of kids in tow (remembering its first in best dressed with these guys). Having to back up for 2 days, then compete against 2 missed flights worth of passengers...........
Other airlines offer their loyal employees confirmed tickets every year. It is unfortunate that our degrading staff travel benefits have become the norm. Definately an issue for up-coming EBA's.
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waren9.....
I agree and it is just another form of insurance....
You wouldn't drive a car..or at least a decent car without insurance so why would you not have the same when you travel.Even on a full fare ticket I have travel insurance just for the unexpected things that can happen...
Although a few years ago when Mrs Lobe and I were travelling on a Lufthansa staff ticket and the aircraft was grounded halfway home with a problem with the hydraulics...
I was very impressed by the way that the cabin crew and tech crew walked around telling the pax that there would be a delay of approx 24 hours and that accommodation and food would be arranged...poor communications are the cause of most problems especially when dealing with the public.
When they got to my wife and myself I said that we were not only staff but staff with another airline...I fully expected to have to fend for ourselves.
The Lufthansa crew then said that it was their fault and not ours so we were going to be treated no different than any other pax...
I wonder if it would have been the case with our airline ....
As a matter of fact I have been a J* flight out of Sydney on a full fare ticket and we returned to Sydney because of weather at the destination....which is another story but...
When back in Sydney I asked the J* rep for a refund she initially refused because I had been on the ticketed J* flight and it had not been cancelled....
Then I pointed out that the flight did not arrive at the destination and diverted back to Sydney through no fault of mine she eventually relented....So I can understand the problems others face....
The answer is not to fly with a LCC I guess but what happens if the parent airline has reduced flights or even replaced fights to a certain destination and you do not have any other choice....
I agree and it is just another form of insurance....
You wouldn't drive a car..or at least a decent car without insurance so why would you not have the same when you travel.Even on a full fare ticket I have travel insurance just for the unexpected things that can happen...
Although a few years ago when Mrs Lobe and I were travelling on a Lufthansa staff ticket and the aircraft was grounded halfway home with a problem with the hydraulics...
I was very impressed by the way that the cabin crew and tech crew walked around telling the pax that there would be a delay of approx 24 hours and that accommodation and food would be arranged...poor communications are the cause of most problems especially when dealing with the public.
When they got to my wife and myself I said that we were not only staff but staff with another airline...I fully expected to have to fend for ourselves.
The Lufthansa crew then said that it was their fault and not ours so we were going to be treated no different than any other pax...
I wonder if it would have been the case with our airline ....
As a matter of fact I have been a J* flight out of Sydney on a full fare ticket and we returned to Sydney because of weather at the destination....which is another story but...
When back in Sydney I asked the J* rep for a refund she initially refused because I had been on the ticketed J* flight and it had not been cancelled....
Then I pointed out that the flight did not arrive at the destination and diverted back to Sydney through no fault of mine she eventually relented....So I can understand the problems others face....
The answer is not to fly with a LCC I guess but what happens if the parent airline has reduced flights or even replaced fights to a certain destination and you do not have any other choice....
Last edited by lowerlobe; 27th Jan 2010 at 20:46. Reason: grammar
East West can confirm this but a travel agent friend has advised me that he simply tells his clients to fly Thai to Phuket as it can be cheaper and naturally a far better product and you can have a stop over in BKK. Apparently they did fly direct to Phuket as well but not sure if that is still the case.
For Bali, he says that returning clients are opting to fly Garuda or trying Virgin to DPS as they can be cheaper as well.
Hawaii: I wonder what the 'true' loads are like with Jet* compared to Qantas on the HNL run?
At least with DPS and HNL there are other choices and it is about choice, isn't it?
For Bali, he says that returning clients are opting to fly Garuda or trying Virgin to DPS as they can be cheaper as well.
Hawaii: I wonder what the 'true' loads are like with Jet* compared to Qantas on the HNL run?
At least with DPS and HNL there are other choices and it is about choice, isn't it?
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staff travel benefits.........Definately an issue for up-coming EBA's.
Yeah, because that is an important issue. Lets see what I am willing to trade off to get this in my next EBA. Also will it just be for pilots, or will we be fighting for the entire staff in the Group?
As for you Bootstrap or should I say Neckstrap or Shoelace, because they are a play on words of your title that are original, well thought up and will have the crowds here pissing themselves with laughter.
The A330`s are Qantas aircraft, maitained by Qantas. If Qantas were operating the aircraft and were only operating 1 services a day, then the plane still would have had a problem and it still would have been grounded, and probably for 2 days. The media coverage of Qantas and Jetstar`s problems are been tiresome and overexaggerated for a long time. YOur constant bitching and moaning is just F#$%g boring. Today 06:59staff travel benefits.........Definately an issue for up-coming EBA's.
Yeah, because that is an important issue. Lets see what I am willing to trade off to get this in my next EBA. Also will it just be for pilots, or will we be fighting for the entire staff in the Group?
As for you Bootstrap or should I say Neckstrap or Shoelace, because they are a play on words of your title that are original, well thought up and will have the crowds here pissing themselves with laughter.
The A330`s are Qantas aircraft, maitained by Qantas. If Qantas were operating the aircraft and were only operating 1 services a day, then the plane still would have had a problem and it still would have been grounded, and probably for 2 days. The media coverage of Qantas and Jetstar`s problems are been tiresome and overexaggerated for a long time. YOur constant bitching and moaning is just F#$%g boring. Today 06:59staff travel benefits.........Definately an issue for up-coming EBA's.
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In relation to staff travel, correct me if i am wrong but generally, if the aircraft goes U/S after you have been checked in you will be looked after but if its XXLD prior to you recieving a boarding pass and confirmed seat its to bad so sad fend for yourself?
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Not even worth reporting fellas. Been happening since Pontious was a pilot, will continue to happen, no matter who the airline is, anytime four hundred thousand bolts fly in close formation there will always be a problem, somewhere, well handled by JQ.
