"My five staff simply ensure services are delivered."
EWL - I think one of the problems may be the lack of internal staff who can help the customer. Gee, they only have 5 IT staff.
Ever tried to contact JQ's 'customer service' area? from what I have heard, it's near enough to impossible.
This is an interesting article re JQ's IT department,
Jetstar: How to run IT with five staff - Strategy - Business - News - iTnews.com.au
What if JQ's check-in system failed the day after the GF just like Virgin's? Would the software vendor have had enough staff to address both customer's issues? If not, who would have been the priority?