ozijet
21st May 2007, 12:44
On three occasions now, whilst checking in on Jetstar flights at Melbourne Airport, I have witnessed several incidents where Jetstar passengers have missed their flights by seconds.
Some of these people were understandably upset and vented their frustration by telling the JS ground staff what they think about the airline, and this does cause undue strees for these staff, but this is no excuse for very poor customer service on the part of the ground staff supervisors. I understand how important it is for flights to depart on time and that there are probably quite complex and justified reasons for JS to close out flights for checkin 30 minutes prior to scheduled departure time, but again, this does not justify rudeness towards customers.
On one occasion I overheard a plain clothes JS officer (i assume was a supervisor) tell a female passenger, who was taking her time deciding whether or not to pay a flight change fee, "hurry up as my staff do not have the time to wait for you to make up your mind". The woman became quite distraught and when she told this supervisor chap that he was rude he told her to pick up her bag and move on as JS do not have time for passengers who are late.
On my most recent flight I checked in within the alloted time and waited at the Melboune checkin area for a colleague to arrive. Unfortunately my friend arrived 3 minutes too late and as a consequence could not be checked in. I waited with her whilst she tried to arrange another flight. Wholst we were waiting, the same supervisor as described in the earlier incident walked up to us and asked where we were travelling to. I explained the situation and asked if their was any way of getting my friend on the flight. We were abruptly told "No! As YOU are late you cannot be accomodated on this flight and will need to pay a fee in order to travel on the next service". I added that I was actually checked in and reiterated that it was my friend that had missed the flight. After hearing this the supervisor stared at me in a rather intimidating way and said that I should be at the gate and ordered me to leave the checkin area or he would have me offloaded. At this point in time there was still 25 minutes before the flight was due to depart. Rather than argue with this imbecile, I left my friend and boarded my flight and for most of the morning I was fuming over the way myself and my colleague had been treated.
I work for a aviation consulting company and as far as I am concerned this chap should not be employed in a customer service environment let alone as a supervisor. JS ground staff who find reason to act in such a rude and un sympathetic manner should realise that the only reason they get paid is because people choose to fly on their planes.
On a good note the inflight service is great.
Has anyone else had problems with jS on the ground or is it just me? :yuk:
Some of these people were understandably upset and vented their frustration by telling the JS ground staff what they think about the airline, and this does cause undue strees for these staff, but this is no excuse for very poor customer service on the part of the ground staff supervisors. I understand how important it is for flights to depart on time and that there are probably quite complex and justified reasons for JS to close out flights for checkin 30 minutes prior to scheduled departure time, but again, this does not justify rudeness towards customers.
On one occasion I overheard a plain clothes JS officer (i assume was a supervisor) tell a female passenger, who was taking her time deciding whether or not to pay a flight change fee, "hurry up as my staff do not have the time to wait for you to make up your mind". The woman became quite distraught and when she told this supervisor chap that he was rude he told her to pick up her bag and move on as JS do not have time for passengers who are late.
On my most recent flight I checked in within the alloted time and waited at the Melboune checkin area for a colleague to arrive. Unfortunately my friend arrived 3 minutes too late and as a consequence could not be checked in. I waited with her whilst she tried to arrange another flight. Wholst we were waiting, the same supervisor as described in the earlier incident walked up to us and asked where we were travelling to. I explained the situation and asked if their was any way of getting my friend on the flight. We were abruptly told "No! As YOU are late you cannot be accomodated on this flight and will need to pay a fee in order to travel on the next service". I added that I was actually checked in and reiterated that it was my friend that had missed the flight. After hearing this the supervisor stared at me in a rather intimidating way and said that I should be at the gate and ordered me to leave the checkin area or he would have me offloaded. At this point in time there was still 25 minutes before the flight was due to depart. Rather than argue with this imbecile, I left my friend and boarded my flight and for most of the morning I was fuming over the way myself and my colleague had been treated.
I work for a aviation consulting company and as far as I am concerned this chap should not be employed in a customer service environment let alone as a supervisor. JS ground staff who find reason to act in such a rude and un sympathetic manner should realise that the only reason they get paid is because people choose to fly on their planes.
On a good note the inflight service is great.
Has anyone else had problems with jS on the ground or is it just me? :yuk: