Jetstar service?
Join Date: Dec 2005
Location: Australia
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Fellow PPruners. For the sake of clarity I have reprinted the entire diatribe, and added my own comments and remarks in bold where appropriate. Whilst there is a lot not to like about Jetstar, I feel that much of this utter crap needed to be addressed. For the record I work for the Qantas group as a pilot with Eastern (Qantas Link).
A funny thing happened on the way to the airport today, I was reminded of that old fashioned concept – service.
You see our long awaited holiday departure date had finally arrived, but unfortunately mother nature stepped in – disguised as fog, and put paid to our departure time. Not much anyone can do about that, so we wait until it clears.
Three hours later we board the aircraft and are on our way. In order to keep the good name of the airline untarnished, and as a gesture of good will to the paying customers, the Captain came over the intercom and told us that today, the drinks were on the airline.
Oh I shall never forget that feeling of goodwill, as it promised to shape the way I would think of air travel from that time on. A compassionate captain providing a wonderful gesture to those tired and frustrated passengers who just wanted to get their holiday underway.
He could only be passionate if his management backed him. Try making a call like that these days! I bet he had to have permission first.
There is an old saying – there is nothing like good service, and unfortunately Jet Star provides nothing like good service. You see the story I have just related occurred in 1979 whilst flying Qantas. Ever since then (despite the shift from customer focus to shareholder focus) I have been a loyal Qantas passenger. Qantas can thank that particular Captain for my many Qantas miles and therefore many Qantas dollars!
And how much did airline travel with Qantas cost in 1979? What proportion of the Aussie population could afford airline travel in 1979? You paid top dollar for that service! I have been fortunate enough to have traveled the globe many times, and have flown with many different airlines – To this day I remain disappointed with Qantas’ service. (Although I have had some good flights too).
Jet Star on the other hand has provided me with a travel memory that I will never forget, and remind me each time I travel to fly any other airline but theirs. Allow me to hit the high points.
Remember that Jetstar is the Devil Spawn of your beloved Qantas. I will respond to some of your points.
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because I don’t like their philosophy, the lack of seating arrangements, the lack off express check in, and the ‘user pays for everything’ approach.
Fair enough mate – It’s not for you, or for many others, but LCCs have enabled many others to travel cheaply.
1. The seating arrangement issue is being addressed
2. Qantas’ check in is any thing but great these days
3. The ‘user pays for everything’ with Qantas anyway.
So with those many Qantas miles I had accumulated over the years, came many Qantas Frequent flier points, which I chose to redeem (on flights suitably picked by the airline to be as inconvenient as possible for the traveller) for a couple of tickets from Melbourne to Cairns.
As a loyal Qantas passenger (remember never wanting to fly Jetstar – Oh, I have a confession to make. During those times that Qantas flights weren’t available or didn’t suit, I fly Virgin, because you might remember that I never wanted to fly Jetstar), I logged into the Qantas web site, put in my Qantas frequent flyer number and finally managed to book two seats (plus an 18 month old toddler). I diligently printed off my itinerary (complete with Qantas logo) confirmed the flights (QF flight numbers) and waited for the day to leave. Yippee, a holiday at last!
Other than allocated seating – give me Jetstar any day. (speaking from my own experiences only)
Now at this place in the story, I should point out that I have excellent eyesight, but managed to overlook the small print of that dreaded word ‘Jetstar’, which in fairness to the company, did appear in small font below my Qantas flight number on my Qantas letterhead that I had printed off from the Qantas web site. I only noticed this however, when I arrived at the Qantas club check-in (you know the ones, usually have small queues and they give you those silly little ‘express luggage’ tags – oh and when I say ‘give’ I mean ‘trade’ for that $700 annual membership), quoted my QF (that’s airline talk for Qantas Flight) flight number and was told that the flight was with Jetstar. Disappointment turned to despair when I looked over at the Jetstar counter to see a line as long as I’ve ever seen.
My heart bleeds for you. Let’s get the violins out for this suited up battler! Oh the thought of a ruffled suit jacket – Those creases are oh so hard to get out.
1. Can’t really blame this one on Jetstar mate – It’s your beloved Qantas’ fault that they put you on a Jetstar flight.
2. Use you’re your excellent eyesight next time. Or ask Qantas to spell it out for you.
Check-in didn’t proceed as well as one would have hoped. Despite the departure screen informing the travelling throngs that QF5896 (sorry that should be JQ7896) was scheduled to leave at 0945, the fog in Melbourne was saying otherwise. After about 30 minutes in the queue, I arrived at the counter, presented myself, my pregnant wife and 18 month old son, only to be told that the flight was delayed until 1525, oh and by the way “I’ve added your baby onto your ticket, because he wasn’t on the initial booking”. But wait, I know he was. “Sometimes this information doesn’t come through”. Fair enough, not all that info you type in needs to get to them, they send it to a central area where a real person disregards a lot of the ‘useless’ info.
So what is really the problem here? It all got sorted out. I don’t know – but I would say 50/50 a Qantas stuff up in the reservation system. Jetstar sorted it our for you.
Upon enquiring why I hadn’t been called about the delay – I was told that Flight Centre should have called me (strange, I booked via the internet) “Well it is Qantas’ responsibility to call.”
Remember Jetstar are the Devil Spawn of Qantas.
It seemed a little strange that the fog was delaying our departure until 1325, when the Sunshine coast service (and I use the term ‘service’ loosely) was only going to be delayed until the fog cleared.
This point you make is fair enough. However in fairness to the check in staff it probably was initially a fog problem. Communication within any large organization can break down quickly. I have experienced this sort of thing many times, and with many airlines (including Qantas). It is unfortunate that it happened to you on this occasion, but hardly uniquely a Jetstar problem. Surely a well traveled person such as yourself has had similar experiences?
I was intrigued to hear one passenger later tell the other disgruntled passengers, that in fact she had been told when she arrived, that the flight was rescheduled from the original 0945 departure time to the 1325 departure time the previous day, because of scheduled aircraft maintenance; but I digress, more on disgruntled passengers later…
It’s unlikely that they would have scheduled maintenance during the timetable mate. Unscheduled maybe – Certainly it’s doubtful that there was any conspiracy going on.
Back to the check-in counter. With nothing else to do, I passed over our bags and tried to figure out how to kill four hours with a toddler and pregnant wife in a busy airport.
What’s that old saying about airline travel………? Hardly uniquely Jetstar
Thankfully the Jetstar check in man had given us some vouchers for food, which would tide us over. It wasn’t until I went to redeem them that I realised that toddlers need to eat as well (how forgetful of me, first I forget to put him on the booking and now this – I hope no one from DOCS reads this!), fortunately the two $8 vouchers were enough to buy two stale sandwiches and leave us $4 dollars to buy one drink (they cost a bit more than that by the way).
Crank up the violins guys, and get out the tissues! Blame the over priced stale sandwiches on Jetstar – That would be right – you have obviously allowed your jaded bigotry to bias your opinion. However in fairness to you $8 may be a little on the lean side – The Qantas vouches I have seen are in the order of $14, but hardly worth getting worked up about mate.
Luckily for us, we managed to contact a friend who was kind enough to pick us up and allow us to spend some time at his house (babies needing sleep and all that).
What Jetstar didn’t put you up in the Hilton for a few hours – how…how….how…Stingy!
“Qantas never have delays, but…..but…..but….. if they did I bet they would put us up in the Hilton!”
So around 1 pm I called the Jetstar number (oh, if you ever need to find it, don’t look on the ticket because it’s not there) only to be greeted by a service representative who takes no lip, but does accept key tones. Another point to note here is that if you use one of the functions of the ‘service’ (loosely used again) and then want to go back to another – oh I don’t know why – maybe to speak to someone, you can’t. The little voice says thankyou and hangs up). Another tip for the uninitiated, don’t use the Telstra call connect service for this, because when Jetstar hangs up on you, you can’t look at the ticket to get the number (come on keep up - remember it’s not there) So always write the number down and then you can call back without having to go through Telstra again.
Automated phone services are pathetic – no argument. However, once again this is hardly uniquely a Jetstar problem.
The little voice told me that the flight was departing at 5.25pm. I was sure that couldn’t be correct, maybe the voice is wrong; perhaps I had better ask a real person. Now which key do I press to get a real person (Slow learner –see note above). Call back and speak to real person. The flight is leaving at 3.25. Excellent. “Oh and buy the way, why didn’t anyone call me to tell me the flight was delayed?”
“I’m very sorry Qantas should have done that”
“Will they call me if there are any more delays?”
“Probably not, perhaps you should call before you leave for the airport”
As a loyal (But obviously slow learning) Qantas passenger I will save you some time also. Bare in mind that Jetstar are the Devil Spawn of Qantas.
1. Collectively Qantas treat there own like pond scum
2. Collectively Qantas treat there customers like the bottom dwellers that feed off pond scum
3. Collectively Qantas treat Jetstar (and the staff) like the excretion that scum sucking bottom dwellers pump out of their nether regions!
So if it was Qantas’ responsibility to call you, then it is no surprise to me that you were left in the dark. Good on that ‘real person’ to have the honesty to suggest you call in future.
Here is a time saving tip for travellers – save a few seconds when you book your flight by not bothering to put in your CONTACT details, they don’t really need them anyway, contact to an airline probably still refers to the art of swinging a prop.
Admittedly communication is obviously a problem that not only Jetstar, but the Qantas group should address. Yes the entire Qantas group – Qantas Link also!
OK, where were we? Oh yes that right – check before you leave. So 10 mins after my initial few calls (remember you need to make a few) I called back and spoke to a real person. It seems the flight is delayed until 5.25pm. I checked my mobile – yes it was still on, and no silly, it wasn’t on silent- seems like I must have been overlooked again.
Would you like some syrup with your waffle sir????
When we finally arrive at the airport we make our way to the gate only to see the aircraft leave, oh don’t fret, that one isn’t ours; ours is delayed until 6.15pm (phone is still on). Another tip here, always have a friend who lives in the same town/city as the airport and who can pick you up – could you imagine having to wait in the airport ALL day (well not technically ‘all day’ only 10 hours) because of delays. It would probably make you pretty angry and if you had kids, make them unruly. Lucky you have that $7 stale sandwich and that one-dollar drink (note comment above about drinks costing more than $1).
What was that saying about airline travel again?
O.K, we finally board. Horay! Take off is uneventful and we settle into the cruise. The captain turns off the seat belt sign, which allows the cabin staff to leave their seats and congregate around the toilets talking about how they were called in from standby because of the previous crew running out of hours.
I’m prepared to give the Flight Attendants the benefit of the doubt here as you are obviously at the point of blaming Jetstar about a jock itch! Sure they may have gathered near the toilets at some point – but did they spend the duration of the flight there? If so – inexcusable, if not however– then stop embellishing the argument.
Now dear reader, if you can remember the very start of this tirade, you might recall that captain, who saved the airlines good name and offered his passengers a free drink – after all they had waited around for three hours and were pretty annoyed (an other point here – anyone who knows anything about flying understands that fog is fog and it is not the airlines fault that they are delayed – but some people don’t and will blame the airline – thus the brilliance of the Qantas captain; give ‘em a drink, they’ll be happy and they’ll fly with us again).
1. Qantas’ good name is on the nose.
2. That brilliant Captain that you have exalted to some god-like status was probably either doing as he was told or following company protocol that may or may not exist now. Did he pay for the drinks himself? Would it still happen at Qantas today? – Maybe? I don’t know as I have never seen it – I am sure some fellow diehard PPruners (The majority of which hate/fear Jetstar infinitely more than you) may shed some light on this point. Sure it was a nice thing to do and probably would have been appropriate in this situation too.
In this case however it was more than three hours (about ten but who’s counting) and it wasn’t only fog but maintenance (I know aircraft fall out of the sky if they aren’t looked after), but one might expect some action to go along with the shallow “we’re sorry for the delay”
Ease up mate! You have had a go at the company, the cabin crew, and now you are insinuating that the crew are also shallow. That’s a pretty powerful accusation. What makes it ‘shallow’ mate? The fact that you wanted your drink, and other than someone’s blood, nothing else would have satisfied you?
I reckon I have to give a “sorry folks” call for every third flight at Eastern – and I never give it ‘shallow’ mate!!
After the staff had rested from the arduous takeoff, they walked through the aisle and offered us a drink (at the going rate of $6 for a beer). Some people who had thought they would be on the flight much earlier and foolishly hadn’t eaten dinner ($7 dollar sandwiches taste pretty good after hanging out in an airport all day) thought they would buy some overpriced under whelming food to keep them going on the flight.
Now I interrupt this tirade to make a point to airline staff, if you are going to offer food, it is a good idea that you ACTUALLY have the food to offer. You see food is like baggage when it comes to flying – we generally like our bags and food to be on the same flight that we are. You can have that tip for nothing.
1. So the cabin crew didn’t spend the entire time at the toilets????
2. Those drinks aren’t free on your beloved Qantas either. Somebody has to pay for them. At least at Jetstar you have the choice to not have to pay for them.
3. When is airline food anything but ‘underwhelming’?
4. Having the food onboard is a good tip mate. Same problem at Eastern (and I make the presumption that it would be the same at Qantas) – I understand that it’s a Qantas group policy that if catering is not there then the flight will not be delayed. It sucks I’m sure for the customers, but once again not uniquely a Jetstar problem. I can assure you the cabin crew cringed when they saw the catering was missing! They are human too!
Now I know that Jetstar is only a new airline, but even babies know how to moderate their core temperature. Another tip here staff members, if you see kids taking off their clothes, and you hear people saying how hot it is – you might actually want to do something about it. I wouldn’t wait until one of those annoyed customers has something else to complain about by having to ask you to turn the cabin temp down. You don’t even need to bother the captain; you have a little button on the touch screen on the front bulkhead that can do it for you.
Once again mate you’re having a go at the crew. I’m tipping you flew on an A320? If so the cabin crew can’t change the temperature, that’s the sole responsibility of the flight crew. It’s a pain when it gets to hot/cold – sure. There are other possibilities though, i.e. the aircraft had been in for maintenance so something may still be faulty, or a setting may be slightly out. Did they sort the temperature issue out? You may not have seen one of the cabin crew on the intercom asking the pilots to “take a couple of logs off the fire”.
Now here is a final tip on customer service. I know people often complain and want to feel like their special (especially those annoying customers that are in some crazy way that I don’t fully understand (I’m not college educated) paying your wages), but when you see the beginning of a mutiny on your hands, you might like to actually DO something about it (remember an empty ‘sorry’ only goes so far). I know the signs are sometimes subtle – maybe taking the form of a lady starting a partition and having virtually EVERY passenger sign it during the flight) but with practice you will recognise these signs.
Thank God I’m not back down the back. I have seen your type and I wouldn’t have the patience to tolerate you. You wouldn’t want a coffee from me mate because I would give you extra ‘froth’ on top! What do you want the cabin crew to do for you? You don’t accept a “sorry” from them. Often things and circumstance happen that are out of the control of the cabin crew mate. Do you want them to change into potato bags and throw ashes on their heads and then grovel at your feet while you sip on the captain’s generosity? You Toff! If there is more to your story then elaborate on the above comment (and don’t embellish it!).
From the mutterings I listened to in my many walks up and down the aisle following a sleep deprived child, I heard a number of people say things along the lines of ‘and they won’t even give us a free drink, well I will never fly Jetstar again’. I know that many of them will buckle and fly Jetstar again, but many won’t, and most will tell their friends about this money hungry airline, which will eventually cost more than 150 free drinks.
Is that damned drink the only thing that would have placated you?
I wish now that in 1979 I had taken note of the Captains name, because I’m sure he would like to know how his simple gesture (costing the company very little) has earned them untold amounts of not only good will but custom, and I’d like to point him in the direction of Jetstar management, so he could give them a little lesson on the forgotten art of customer Service.
Woomera – Is there an emoticon that is bowing down and worshipping a ‘generous’ captain???
Have I complained to Jetstar – no, what’s the point? They can’t give me the lost day of my holiday, and even if they did offer me a free flight (highly unlikely) I wouldn’t take it, as I have said, I never want to fly Jetstar again. Instead, I’ll do the next best thing. I hope lots of people read this diatribe and think twice about using Jetstar, until the company realises that even with cheap seats, people want to be treated like people and not cattle. Service doesn’t really cost that much.
1. I am tipping you spent the second day of you holiday, fuming over a keyboard, and typing this crap out.
2. Why not complain to Jetstar, rather than whine to us? (Although there are plenty of sympathetic readers here I guess.)
P.S. I hope someone form Jetstar has read this entire letter, and it has taken a number of minutes out of their day, minutes they could have been spending on a holiday. If they have, and they feel annoyed at the waste of time – I’m sorry (but I promise to by you a free drink).
P.S.
1. Pull you head in!
2. Happy ironing, you Toff!
Cheers!
A funny thing happened on the way to the airport today, I was reminded of that old fashioned concept – service.
You see our long awaited holiday departure date had finally arrived, but unfortunately mother nature stepped in – disguised as fog, and put paid to our departure time. Not much anyone can do about that, so we wait until it clears.
Three hours later we board the aircraft and are on our way. In order to keep the good name of the airline untarnished, and as a gesture of good will to the paying customers, the Captain came over the intercom and told us that today, the drinks were on the airline.
Oh I shall never forget that feeling of goodwill, as it promised to shape the way I would think of air travel from that time on. A compassionate captain providing a wonderful gesture to those tired and frustrated passengers who just wanted to get their holiday underway.
He could only be passionate if his management backed him. Try making a call like that these days! I bet he had to have permission first.
There is an old saying – there is nothing like good service, and unfortunately Jet Star provides nothing like good service. You see the story I have just related occurred in 1979 whilst flying Qantas. Ever since then (despite the shift from customer focus to shareholder focus) I have been a loyal Qantas passenger. Qantas can thank that particular Captain for my many Qantas miles and therefore many Qantas dollars!
And how much did airline travel with Qantas cost in 1979? What proportion of the Aussie population could afford airline travel in 1979? You paid top dollar for that service! I have been fortunate enough to have traveled the globe many times, and have flown with many different airlines – To this day I remain disappointed with Qantas’ service. (Although I have had some good flights too).
Jet Star on the other hand has provided me with a travel memory that I will never forget, and remind me each time I travel to fly any other airline but theirs. Allow me to hit the high points.
Remember that Jetstar is the Devil Spawn of your beloved Qantas. I will respond to some of your points.
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because I don’t like their philosophy, the lack of seating arrangements, the lack off express check in, and the ‘user pays for everything’ approach.
Fair enough mate – It’s not for you, or for many others, but LCCs have enabled many others to travel cheaply.
1. The seating arrangement issue is being addressed
2. Qantas’ check in is any thing but great these days
3. The ‘user pays for everything’ with Qantas anyway.
So with those many Qantas miles I had accumulated over the years, came many Qantas Frequent flier points, which I chose to redeem (on flights suitably picked by the airline to be as inconvenient as possible for the traveller) for a couple of tickets from Melbourne to Cairns.
As a loyal Qantas passenger (remember never wanting to fly Jetstar – Oh, I have a confession to make. During those times that Qantas flights weren’t available or didn’t suit, I fly Virgin, because you might remember that I never wanted to fly Jetstar), I logged into the Qantas web site, put in my Qantas frequent flyer number and finally managed to book two seats (plus an 18 month old toddler). I diligently printed off my itinerary (complete with Qantas logo) confirmed the flights (QF flight numbers) and waited for the day to leave. Yippee, a holiday at last!
Other than allocated seating – give me Jetstar any day. (speaking from my own experiences only)
Now at this place in the story, I should point out that I have excellent eyesight, but managed to overlook the small print of that dreaded word ‘Jetstar’, which in fairness to the company, did appear in small font below my Qantas flight number on my Qantas letterhead that I had printed off from the Qantas web site. I only noticed this however, when I arrived at the Qantas club check-in (you know the ones, usually have small queues and they give you those silly little ‘express luggage’ tags – oh and when I say ‘give’ I mean ‘trade’ for that $700 annual membership), quoted my QF (that’s airline talk for Qantas Flight) flight number and was told that the flight was with Jetstar. Disappointment turned to despair when I looked over at the Jetstar counter to see a line as long as I’ve ever seen.
My heart bleeds for you. Let’s get the violins out for this suited up battler! Oh the thought of a ruffled suit jacket – Those creases are oh so hard to get out.
1. Can’t really blame this one on Jetstar mate – It’s your beloved Qantas’ fault that they put you on a Jetstar flight.
2. Use you’re your excellent eyesight next time. Or ask Qantas to spell it out for you.
Check-in didn’t proceed as well as one would have hoped. Despite the departure screen informing the travelling throngs that QF5896 (sorry that should be JQ7896) was scheduled to leave at 0945, the fog in Melbourne was saying otherwise. After about 30 minutes in the queue, I arrived at the counter, presented myself, my pregnant wife and 18 month old son, only to be told that the flight was delayed until 1525, oh and by the way “I’ve added your baby onto your ticket, because he wasn’t on the initial booking”. But wait, I know he was. “Sometimes this information doesn’t come through”. Fair enough, not all that info you type in needs to get to them, they send it to a central area where a real person disregards a lot of the ‘useless’ info.
So what is really the problem here? It all got sorted out. I don’t know – but I would say 50/50 a Qantas stuff up in the reservation system. Jetstar sorted it our for you.
Upon enquiring why I hadn’t been called about the delay – I was told that Flight Centre should have called me (strange, I booked via the internet) “Well it is Qantas’ responsibility to call.”
Remember Jetstar are the Devil Spawn of Qantas.
It seemed a little strange that the fog was delaying our departure until 1325, when the Sunshine coast service (and I use the term ‘service’ loosely) was only going to be delayed until the fog cleared.
This point you make is fair enough. However in fairness to the check in staff it probably was initially a fog problem. Communication within any large organization can break down quickly. I have experienced this sort of thing many times, and with many airlines (including Qantas). It is unfortunate that it happened to you on this occasion, but hardly uniquely a Jetstar problem. Surely a well traveled person such as yourself has had similar experiences?
I was intrigued to hear one passenger later tell the other disgruntled passengers, that in fact she had been told when she arrived, that the flight was rescheduled from the original 0945 departure time to the 1325 departure time the previous day, because of scheduled aircraft maintenance; but I digress, more on disgruntled passengers later…
It’s unlikely that they would have scheduled maintenance during the timetable mate. Unscheduled maybe – Certainly it’s doubtful that there was any conspiracy going on.
Back to the check-in counter. With nothing else to do, I passed over our bags and tried to figure out how to kill four hours with a toddler and pregnant wife in a busy airport.
What’s that old saying about airline travel………? Hardly uniquely Jetstar
Thankfully the Jetstar check in man had given us some vouchers for food, which would tide us over. It wasn’t until I went to redeem them that I realised that toddlers need to eat as well (how forgetful of me, first I forget to put him on the booking and now this – I hope no one from DOCS reads this!), fortunately the two $8 vouchers were enough to buy two stale sandwiches and leave us $4 dollars to buy one drink (they cost a bit more than that by the way).
Crank up the violins guys, and get out the tissues! Blame the over priced stale sandwiches on Jetstar – That would be right – you have obviously allowed your jaded bigotry to bias your opinion. However in fairness to you $8 may be a little on the lean side – The Qantas vouches I have seen are in the order of $14, but hardly worth getting worked up about mate.
Luckily for us, we managed to contact a friend who was kind enough to pick us up and allow us to spend some time at his house (babies needing sleep and all that).
What Jetstar didn’t put you up in the Hilton for a few hours – how…how….how…Stingy!
“Qantas never have delays, but…..but…..but….. if they did I bet they would put us up in the Hilton!”
So around 1 pm I called the Jetstar number (oh, if you ever need to find it, don’t look on the ticket because it’s not there) only to be greeted by a service representative who takes no lip, but does accept key tones. Another point to note here is that if you use one of the functions of the ‘service’ (loosely used again) and then want to go back to another – oh I don’t know why – maybe to speak to someone, you can’t. The little voice says thankyou and hangs up). Another tip for the uninitiated, don’t use the Telstra call connect service for this, because when Jetstar hangs up on you, you can’t look at the ticket to get the number (come on keep up - remember it’s not there) So always write the number down and then you can call back without having to go through Telstra again.
Automated phone services are pathetic – no argument. However, once again this is hardly uniquely a Jetstar problem.
The little voice told me that the flight was departing at 5.25pm. I was sure that couldn’t be correct, maybe the voice is wrong; perhaps I had better ask a real person. Now which key do I press to get a real person (Slow learner –see note above). Call back and speak to real person. The flight is leaving at 3.25. Excellent. “Oh and buy the way, why didn’t anyone call me to tell me the flight was delayed?”
“I’m very sorry Qantas should have done that”
“Will they call me if there are any more delays?”
“Probably not, perhaps you should call before you leave for the airport”
As a loyal (But obviously slow learning) Qantas passenger I will save you some time also. Bare in mind that Jetstar are the Devil Spawn of Qantas.
1. Collectively Qantas treat there own like pond scum
2. Collectively Qantas treat there customers like the bottom dwellers that feed off pond scum
3. Collectively Qantas treat Jetstar (and the staff) like the excretion that scum sucking bottom dwellers pump out of their nether regions!
So if it was Qantas’ responsibility to call you, then it is no surprise to me that you were left in the dark. Good on that ‘real person’ to have the honesty to suggest you call in future.
Here is a time saving tip for travellers – save a few seconds when you book your flight by not bothering to put in your CONTACT details, they don’t really need them anyway, contact to an airline probably still refers to the art of swinging a prop.
Admittedly communication is obviously a problem that not only Jetstar, but the Qantas group should address. Yes the entire Qantas group – Qantas Link also!
OK, where were we? Oh yes that right – check before you leave. So 10 mins after my initial few calls (remember you need to make a few) I called back and spoke to a real person. It seems the flight is delayed until 5.25pm. I checked my mobile – yes it was still on, and no silly, it wasn’t on silent- seems like I must have been overlooked again.
Would you like some syrup with your waffle sir????
When we finally arrive at the airport we make our way to the gate only to see the aircraft leave, oh don’t fret, that one isn’t ours; ours is delayed until 6.15pm (phone is still on). Another tip here, always have a friend who lives in the same town/city as the airport and who can pick you up – could you imagine having to wait in the airport ALL day (well not technically ‘all day’ only 10 hours) because of delays. It would probably make you pretty angry and if you had kids, make them unruly. Lucky you have that $7 stale sandwich and that one-dollar drink (note comment above about drinks costing more than $1).
What was that saying about airline travel again?
O.K, we finally board. Horay! Take off is uneventful and we settle into the cruise. The captain turns off the seat belt sign, which allows the cabin staff to leave their seats and congregate around the toilets talking about how they were called in from standby because of the previous crew running out of hours.
I’m prepared to give the Flight Attendants the benefit of the doubt here as you are obviously at the point of blaming Jetstar about a jock itch! Sure they may have gathered near the toilets at some point – but did they spend the duration of the flight there? If so – inexcusable, if not however– then stop embellishing the argument.
Now dear reader, if you can remember the very start of this tirade, you might recall that captain, who saved the airlines good name and offered his passengers a free drink – after all they had waited around for three hours and were pretty annoyed (an other point here – anyone who knows anything about flying understands that fog is fog and it is not the airlines fault that they are delayed – but some people don’t and will blame the airline – thus the brilliance of the Qantas captain; give ‘em a drink, they’ll be happy and they’ll fly with us again).
1. Qantas’ good name is on the nose.
2. That brilliant Captain that you have exalted to some god-like status was probably either doing as he was told or following company protocol that may or may not exist now. Did he pay for the drinks himself? Would it still happen at Qantas today? – Maybe? I don’t know as I have never seen it – I am sure some fellow diehard PPruners (The majority of which hate/fear Jetstar infinitely more than you) may shed some light on this point. Sure it was a nice thing to do and probably would have been appropriate in this situation too.
In this case however it was more than three hours (about ten but who’s counting) and it wasn’t only fog but maintenance (I know aircraft fall out of the sky if they aren’t looked after), but one might expect some action to go along with the shallow “we’re sorry for the delay”
Ease up mate! You have had a go at the company, the cabin crew, and now you are insinuating that the crew are also shallow. That’s a pretty powerful accusation. What makes it ‘shallow’ mate? The fact that you wanted your drink, and other than someone’s blood, nothing else would have satisfied you?
I reckon I have to give a “sorry folks” call for every third flight at Eastern – and I never give it ‘shallow’ mate!!
After the staff had rested from the arduous takeoff, they walked through the aisle and offered us a drink (at the going rate of $6 for a beer). Some people who had thought they would be on the flight much earlier and foolishly hadn’t eaten dinner ($7 dollar sandwiches taste pretty good after hanging out in an airport all day) thought they would buy some overpriced under whelming food to keep them going on the flight.
Now I interrupt this tirade to make a point to airline staff, if you are going to offer food, it is a good idea that you ACTUALLY have the food to offer. You see food is like baggage when it comes to flying – we generally like our bags and food to be on the same flight that we are. You can have that tip for nothing.
1. So the cabin crew didn’t spend the entire time at the toilets????
2. Those drinks aren’t free on your beloved Qantas either. Somebody has to pay for them. At least at Jetstar you have the choice to not have to pay for them.
3. When is airline food anything but ‘underwhelming’?
4. Having the food onboard is a good tip mate. Same problem at Eastern (and I make the presumption that it would be the same at Qantas) – I understand that it’s a Qantas group policy that if catering is not there then the flight will not be delayed. It sucks I’m sure for the customers, but once again not uniquely a Jetstar problem. I can assure you the cabin crew cringed when they saw the catering was missing! They are human too!
Now I know that Jetstar is only a new airline, but even babies know how to moderate their core temperature. Another tip here staff members, if you see kids taking off their clothes, and you hear people saying how hot it is – you might actually want to do something about it. I wouldn’t wait until one of those annoyed customers has something else to complain about by having to ask you to turn the cabin temp down. You don’t even need to bother the captain; you have a little button on the touch screen on the front bulkhead that can do it for you.
Once again mate you’re having a go at the crew. I’m tipping you flew on an A320? If so the cabin crew can’t change the temperature, that’s the sole responsibility of the flight crew. It’s a pain when it gets to hot/cold – sure. There are other possibilities though, i.e. the aircraft had been in for maintenance so something may still be faulty, or a setting may be slightly out. Did they sort the temperature issue out? You may not have seen one of the cabin crew on the intercom asking the pilots to “take a couple of logs off the fire”.
Now here is a final tip on customer service. I know people often complain and want to feel like their special (especially those annoying customers that are in some crazy way that I don’t fully understand (I’m not college educated) paying your wages), but when you see the beginning of a mutiny on your hands, you might like to actually DO something about it (remember an empty ‘sorry’ only goes so far). I know the signs are sometimes subtle – maybe taking the form of a lady starting a partition and having virtually EVERY passenger sign it during the flight) but with practice you will recognise these signs.
Thank God I’m not back down the back. I have seen your type and I wouldn’t have the patience to tolerate you. You wouldn’t want a coffee from me mate because I would give you extra ‘froth’ on top! What do you want the cabin crew to do for you? You don’t accept a “sorry” from them. Often things and circumstance happen that are out of the control of the cabin crew mate. Do you want them to change into potato bags and throw ashes on their heads and then grovel at your feet while you sip on the captain’s generosity? You Toff! If there is more to your story then elaborate on the above comment (and don’t embellish it!).
From the mutterings I listened to in my many walks up and down the aisle following a sleep deprived child, I heard a number of people say things along the lines of ‘and they won’t even give us a free drink, well I will never fly Jetstar again’. I know that many of them will buckle and fly Jetstar again, but many won’t, and most will tell their friends about this money hungry airline, which will eventually cost more than 150 free drinks.
Is that damned drink the only thing that would have placated you?
I wish now that in 1979 I had taken note of the Captains name, because I’m sure he would like to know how his simple gesture (costing the company very little) has earned them untold amounts of not only good will but custom, and I’d like to point him in the direction of Jetstar management, so he could give them a little lesson on the forgotten art of customer Service.
Woomera – Is there an emoticon that is bowing down and worshipping a ‘generous’ captain???
Have I complained to Jetstar – no, what’s the point? They can’t give me the lost day of my holiday, and even if they did offer me a free flight (highly unlikely) I wouldn’t take it, as I have said, I never want to fly Jetstar again. Instead, I’ll do the next best thing. I hope lots of people read this diatribe and think twice about using Jetstar, until the company realises that even with cheap seats, people want to be treated like people and not cattle. Service doesn’t really cost that much.
1. I am tipping you spent the second day of you holiday, fuming over a keyboard, and typing this crap out.
2. Why not complain to Jetstar, rather than whine to us? (Although there are plenty of sympathetic readers here I guess.)
P.S. I hope someone form Jetstar has read this entire letter, and it has taken a number of minutes out of their day, minutes they could have been spending on a holiday. If they have, and they feel annoyed at the waste of time – I’m sorry (but I promise to by you a free drink).
P.S.
1. Pull you head in!
2. Happy ironing, you Toff!
Cheers!
"Another pax who buys a cheap fare and wants to be treated like a king"
No, what he wants is to be treated like the valuable commodity he is - a customer, not as it would seem, as an inconvenience who's sole purpose is to provide the means of paying the crew's wages.
No, what he wants is to be treated like the valuable commodity he is - a customer, not as it would seem, as an inconvenience who's sole purpose is to provide the means of paying the crew's wages.
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Vee Won, or is it AJ or J* media.
A typical J* response - blame everyone else - the passenger, Qantas, anyone except yourselves.
Just remember, J* and QF need each other. Without QF, J* would probably not be around - look at J* Asia. Without J*, QF would likely find things tougher - although they could then probably spend time growing the premium market where all the money is!
Worse still is when AJ & GD themselves talk the QF operation down.
For everyone's sake, the two outfits should be able to help each other prosper. Unfortunately at this time J* is milking QF dry and slagging it left right and center.
If QF was gone, for just how long could J* survive? - I would say only a few months.
A typical J* response - blame everyone else - the passenger, Qantas, anyone except yourselves.
Just remember, J* and QF need each other. Without QF, J* would probably not be around - look at J* Asia. Without J*, QF would likely find things tougher - although they could then probably spend time growing the premium market where all the money is!
Worse still is when AJ & GD themselves talk the QF operation down.
For everyone's sake, the two outfits should be able to help each other prosper. Unfortunately at this time J* is milking QF dry and slagging it left right and center.
If QF was gone, for just how long could J* survive? - I would say only a few months.
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Originally Posted by wirgin blew
Its all in the terms and conditions. The small box you tick without actually reading them. Somewhere in those terms and conditions QF, JQ and DJ included gives them the power to pretty much do whatever they want without having to give you anything. Those T&C cover pretty much every eventuallity and I am sure if people actually read the rules they may even think twice about flying altogether.
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murgatroid.
I stated that I worked for Eastern. Feel free to do a search on my other posts.
I also specifically stated in the 1st paragragh that there is a lot not to like about Jetstar! No disput what-so-ever. I think Jetstar has a long way to go in the 'service' department.
At first I genuinly was upset for this bloke, but the more I read his waffle the more he fired me up, and my responses indicate that. I will let Jetstar worry about his complaint if he bothers to puts one in. He wanted to make his point here, possibly looking for sympathy - However if he wants to shoot from the hip at the staff, then he will get no sympathy from me.
Some of his points seemed valid, but most of his opinions seemed tarnished by his jaded bias and would appear unfounded.
There's a lot not to like about the entire Qantas group!
PS. Just a thought here. Remember when Virgin introduced a fee for changing a booking? "WHAT - I have to pay a fee!!!", now most people say "How much will that cost to change my booking." In other words people's expectations have changed, and they will continue to change.
LCCs have forged a place in the Australian market and are here to stay.
However I'm not defending poor service!
I stated that I worked for Eastern. Feel free to do a search on my other posts.
I also specifically stated in the 1st paragragh that there is a lot not to like about Jetstar! No disput what-so-ever. I think Jetstar has a long way to go in the 'service' department.
At first I genuinly was upset for this bloke, but the more I read his waffle the more he fired me up, and my responses indicate that. I will let Jetstar worry about his complaint if he bothers to puts one in. He wanted to make his point here, possibly looking for sympathy - However if he wants to shoot from the hip at the staff, then he will get no sympathy from me.
Some of his points seemed valid, but most of his opinions seemed tarnished by his jaded bias and would appear unfounded.
There's a lot not to like about the entire Qantas group!
PS. Just a thought here. Remember when Virgin introduced a fee for changing a booking? "WHAT - I have to pay a fee!!!", now most people say "How much will that cost to change my booking." In other words people's expectations have changed, and they will continue to change.
LCCs have forged a place in the Australian market and are here to stay.
However I'm not defending poor service!
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Originally Posted by Dj Dave
In Sydney Qantas and Jetstar are in a different terminal. Perhaps there is a lounge for Qantas link ?
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Originally Posted by Dj Dave
In Sydney Qantas and Jetstar are in a different terminal. Perhaps there is a lounge for Qantas link ?
As someone who has worked for both Jetstar and Short Haul I can tell Impulse/QantasLink had a far superior service culture. Slowly being destroyed by management at Jetstar. When I left it was still better than the bulk of my colleagues at Short Haul - just my observation.
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I agree that LCC are just that, low cost, but it doesn’t mean you have to be treated like you are irrelevant.
My only experience with J* was out of Sydney about a year or so ago. The flight was fine, managed to get a decent seat, although a little cramped (part and parcel of LCC that I except), the cabin crew were great and the drink was cold and not too expensive.
However the check in experience certainly let the whole show down. The check in booths changed several time, causing pax to move from line to line to line, the check in staff were rude and it was obvious that I (and probably the rest who were checking in) were nothing more than a hindrance.
Maybe my experience this day was a one off and the check in staff were just having a bad hair day, but I can’t really judge that as I have never bothered to fly with them since. A direct result of my first impressions.
It’s not that I don’t like travelling on a low cost airline per se, just this one doesn’t do it for me.
For those happy to accept mediocre treatment, go ahead, just that some of us like to be treated as we would treat others.
My only experience with J* was out of Sydney about a year or so ago. The flight was fine, managed to get a decent seat, although a little cramped (part and parcel of LCC that I except), the cabin crew were great and the drink was cold and not too expensive.
However the check in experience certainly let the whole show down. The check in booths changed several time, causing pax to move from line to line to line, the check in staff were rude and it was obvious that I (and probably the rest who were checking in) were nothing more than a hindrance.
Maybe my experience this day was a one off and the check in staff were just having a bad hair day, but I can’t really judge that as I have never bothered to fly with them since. A direct result of my first impressions.
It’s not that I don’t like travelling on a low cost airline per se, just this one doesn’t do it for me.
For those happy to accept mediocre treatment, go ahead, just that some of us like to be treated as we would treat others.
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just that some of us like to be treated as we would treat others.
I have a big problem with the entire Qantas group management. I have a problem with the fact that they can get a bonus for squeezing more and more from their staff. It's so easy to get caught up with an 'us and them' mentality (for us too). It might be part of a managers role to get the most out of us, but it is a abhorrent to think that they can get paid more if they can find a way to pay us less.
Unfortunately the poor check-in staff are on the front line, and must often deal with continuous stress and unfortuanelty often rude pax. I know many Qantas check-in staff, and the job wears them down very quickly. They have very little time to deal with each customer and must continually push them through. Try being nice to the check-in staff next time you fly and see what reaction they give you!
As for the management at Qantas - look to GD. He seems almost inhuman. The only time he smiles is when he has screwed somebody over. That sort of management flows downhill and it pollutes the entire organisation below.
In case any of the QF management missed it at Sunday school:
Galatians 6:7-9
...for whatever one sows, that will he also reap.........and let us not grow weary of doing good, for in due season we will reap......So then, as we have oportunity, let us do good to everyone......
Or to paraphrase it: 'What comes around, goes around.'
Our Nation was built on these sort of values, and it's a great nation - It's only now with these basic values vanishing that things are taking a turn for the worse.
Here endith the sermon.
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I applaud "allthecoolnamesarego" for taking the time to write of his first "jet*" experience.I can appreciate the frustration that motivates him to persevere with such a long post.I ,too, have had a bad experience with "the *".I've had 2 flights with them, my first and my last.They've taken the LCC concept to a new low.It starts with the "Disdain" you get from the check-in staff.You really do feel like a second class citizen from the word go.I get the impression the whole show is under staffed /overstretched.It has all been "calculated " to work by trendy,uni-grad types with all the paper qualifications, but no "real world" experience.The "you get what you pay for " excuse only goes so far.I buy "Low Cost" burgers from Macca's & Hungry Jack's & still get a "have a nice day plus a smile from the (usually) young staff. cheers maus.
May I add...
(and i dont wish to blow my own horn here - just making a point)
I am not a fan of Jetstar service at the best of times. I have found their flighties un-relateable. At least the virgin girls and boys have personality, and the QF flighties have that 'wit' and 'class' that only comes with a full service carrier...
I worked as a Cabin Manager, working up to 200hrs a month duty, once or twice more, for $24,000. Thats about $390 a week after tax! So needless to say, we worked harder and for a lot less.
Due to mechanical problems we once had a flight out of CNS delayed 12hours. We were operating as a low cost carrier for a travel agency, so it was your typical DJ/JQ service.
As you can imagine, the 100 passengers (full load) were not happy at all, with many missing connections, or risking it.
We boarded them, dimmed the cabin lights, and as per our company policy, I as the CM got approval from the Captain to offer a free food and bev service. Needless to say, out of the two double carts and two single carts, there was only 1/2 a bottle of red left on arrival in brisbane.
While we proceeded to calm the pax, we quietly organised them into groups to share taxis to their respective destinations on arrival, ensuring taxis were there to meet us on arrival at 3am.
The pilots also helped us (via operations), organise several passengers to collect their baggage from a holding facility after hours, and pre-warned their hotels/motels/backpackers joints of their late arrival - in flight.
Needless to say, while still unhappy about the delay, they were very happy about our attempts to help them out.
Now, to quash a few rumours, between the three cabin crew, we had 18months cabin crew experience. We had all dealt with one or two fairly challenging and in one case serious emergencies, and always managed to keep it together when it was a short flight and full service for a full service carrier.
My point is, its not necessarily or always the length of service, or the pay. Its the support the crew get from their managers and the long term view of management affecting policy in a positive manner. That support saw the cabin crew happy to hang around after sign off at 3:30am and help people into taxis! While the support may not be financial, the good policy and assurance we had the support of the company to help passengers of someone who contracted us to fly for them made all the difference.
I miss flying there! (and for those interested, that was only 2 years ago).
(and i dont wish to blow my own horn here - just making a point)
I am not a fan of Jetstar service at the best of times. I have found their flighties un-relateable. At least the virgin girls and boys have personality, and the QF flighties have that 'wit' and 'class' that only comes with a full service carrier...
I worked as a Cabin Manager, working up to 200hrs a month duty, once or twice more, for $24,000. Thats about $390 a week after tax! So needless to say, we worked harder and for a lot less.
Due to mechanical problems we once had a flight out of CNS delayed 12hours. We were operating as a low cost carrier for a travel agency, so it was your typical DJ/JQ service.
As you can imagine, the 100 passengers (full load) were not happy at all, with many missing connections, or risking it.
We boarded them, dimmed the cabin lights, and as per our company policy, I as the CM got approval from the Captain to offer a free food and bev service. Needless to say, out of the two double carts and two single carts, there was only 1/2 a bottle of red left on arrival in brisbane.
While we proceeded to calm the pax, we quietly organised them into groups to share taxis to their respective destinations on arrival, ensuring taxis were there to meet us on arrival at 3am.
The pilots also helped us (via operations), organise several passengers to collect their baggage from a holding facility after hours, and pre-warned their hotels/motels/backpackers joints of their late arrival - in flight.
Needless to say, while still unhappy about the delay, they were very happy about our attempts to help them out.
Now, to quash a few rumours, between the three cabin crew, we had 18months cabin crew experience. We had all dealt with one or two fairly challenging and in one case serious emergencies, and always managed to keep it together when it was a short flight and full service for a full service carrier.
My point is, its not necessarily or always the length of service, or the pay. Its the support the crew get from their managers and the long term view of management affecting policy in a positive manner. That support saw the cabin crew happy to hang around after sign off at 3:30am and help people into taxis! While the support may not be financial, the good policy and assurance we had the support of the company to help passengers of someone who contracted us to fly for them made all the difference.
I miss flying there! (and for those interested, that was only 2 years ago).
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So, you booked it on line, ticked all the boxes and didn't notice the (in not so small print) "Operated by Jetstar" information? And that's J*'s fault? You didn't use the QF Club (for whatever reason as, as holding a J* boarding pass, you can), and that's J*'s fault? Fog distruption, and that only happened to J*? No one called you? Does any airline with a day of operation disrupts close up??
Great way to spend day one of your holiday getting ticked off over a lot of things that you did have control over and, granted, some things you didn't, hope the rest of your break is enjoyable.
Great way to spend day one of your holiday getting ticked off over a lot of things that you did have control over and, granted, some things you didn't, hope the rest of your break is enjoyable.
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The only thing that really bothers me about the whole LCC thing is that Jetstar go on and on about choice, when, in fact, the choice is no longer available and your only " choice " is not to go at all.
I think its wonderful for all the people one would have once seen at Central Station, sporting their pillows and mega-sized bags of chips and coke for the trip, but I'm sure they even expect more than they get here. And if I want to sample a better product why the bloody hell can't I make that CHOICE!
The wheel needs to turn for these sad assed management types who decide financially that J etstar is the product for everyone. It isn't and it never will be and the sooner Qantas and its infrastructure ( including bad deal EBA's which pay for all this ) stop propping up Jetstar, the better. Lets see how popular it is when it has to support itself based on its own alleged popularity.
Dixon wants this to work and will clearly do ANYTHING to prove himself. Like, say, with Jetstar Asia.........
GUARD!
I think its wonderful for all the people one would have once seen at Central Station, sporting their pillows and mega-sized bags of chips and coke for the trip, but I'm sure they even expect more than they get here. And if I want to sample a better product why the bloody hell can't I make that CHOICE!
The wheel needs to turn for these sad assed management types who decide financially that J etstar is the product for everyone. It isn't and it never will be and the sooner Qantas and its infrastructure ( including bad deal EBA's which pay for all this ) stop propping up Jetstar, the better. Lets see how popular it is when it has to support itself based on its own alleged popularity.
Dixon wants this to work and will clearly do ANYTHING to prove himself. Like, say, with Jetstar Asia.........
GUARD!
I would reckon give it maybe 2 years and Jet* Domestic will have business class, meaning the return of "choice".
Funnily enough, someone in Jet* will come to the blinding realisation, almost a Damscene conversion, that "THE MARKET" in Hobart, Cairns, Hamilton Island, the Gold Coast etc. is "DEMANDING" a business class product. Remember, "We'll never use allocated seating!". What a crock that turned out to be.
QF has pulled out of Hobart and Hamilton and has all but pulled out of the Gold Coast and Cairns. So who'll be left to provide a J class service? Jet* of course.
It may have initially been about growing the low yield market (I don't personally believe that for a second) but it's now all about screwing down wages and conditions. You'll pay the same price as you used to for a QF J-Class ticket and get the same service. It's just that the people who provide that service will be on roughly 40% less than their QF equivalents.
Funnily enough, someone in Jet* will come to the blinding realisation, almost a Damscene conversion, that "THE MARKET" in Hobart, Cairns, Hamilton Island, the Gold Coast etc. is "DEMANDING" a business class product. Remember, "We'll never use allocated seating!". What a crock that turned out to be.
QF has pulled out of Hobart and Hamilton and has all but pulled out of the Gold Coast and Cairns. So who'll be left to provide a J class service? Jet* of course.
It may have initially been about growing the low yield market (I don't personally believe that for a second) but it's now all about screwing down wages and conditions. You'll pay the same price as you used to for a QF J-Class ticket and get the same service. It's just that the people who provide that service will be on roughly 40% less than their QF equivalents.
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I was waiting around in Cairns on Tuesday night waiting to get that very plane on its return trip to Melbourne. The scheduled departure was 1:30pm and we took off just after 10pm. 8 ½ hrs late is enough to piss anyone off at the best of times but unfortunately things go wrong and planes run late.
However, it’s how you deal with these problems that makes the difference. I was at least lucky enough to get a call at 9pm the night before saying the plane would be departing at 1905. When I asked why it would be late I was simply told, “It has been rescheduled”.
From the time I checked in at 5:30pm (where again I asked why the plane was late, to no avail), to the time we boarded just prior to 10pm (4 ½ hrs later) there was only one PA announcement. Again no explanation, no apology offered, simply stating that there would be very limited catering on the flight. No one was telling us anything. Not even why another Jet Star flight to Melbourne with a much later scheduled departure time left before us.
The first person to explain why the plane was late or utter the words ‘sorry’ or ‘we apologise for the delay’ was the captain about 15min after we were airborne.
When we finally got to Melbourne, standing around the baggage carousels almost every single conversation revolved around how everyone had been kept in the dark and how the staff seemed indifferent to the fact that we were over 8hrs late.
It doesn’t matter what service you are selling, if your customers are unhappy because they feel neglected and unvalued they will go elsewhere. I lost count of the number of times I heard the phrase “I’m never flying Jet Star again”.
How hard is it to push the airport PA button and say “We are sorry from the delay, unfortunately due to unscheduled maintenance and fog in Melbourne this morning, the plane has been further delayed and we anticipate that we will be able to board you just prior to 10pm. Jet Star apologises for any inconvenience.”……?
However, it’s how you deal with these problems that makes the difference. I was at least lucky enough to get a call at 9pm the night before saying the plane would be departing at 1905. When I asked why it would be late I was simply told, “It has been rescheduled”.
From the time I checked in at 5:30pm (where again I asked why the plane was late, to no avail), to the time we boarded just prior to 10pm (4 ½ hrs later) there was only one PA announcement. Again no explanation, no apology offered, simply stating that there would be very limited catering on the flight. No one was telling us anything. Not even why another Jet Star flight to Melbourne with a much later scheduled departure time left before us.
The first person to explain why the plane was late or utter the words ‘sorry’ or ‘we apologise for the delay’ was the captain about 15min after we were airborne.
When we finally got to Melbourne, standing around the baggage carousels almost every single conversation revolved around how everyone had been kept in the dark and how the staff seemed indifferent to the fact that we were over 8hrs late.
It doesn’t matter what service you are selling, if your customers are unhappy because they feel neglected and unvalued they will go elsewhere. I lost count of the number of times I heard the phrase “I’m never flying Jet Star again”.
How hard is it to push the airport PA button and say “We are sorry from the delay, unfortunately due to unscheduled maintenance and fog in Melbourne this morning, the plane has been further delayed and we anticipate that we will be able to board you just prior to 10pm. Jet Star apologises for any inconvenience.”……?
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Ever seen the movie 'Falling Down' with Michael Douglas? - There is a classic scene in which he is at Burger King and its 10:29am by his watch and he wants his breakfast.
He's not asking for much, but when he's told "sorry sir - breakfast has now finished, so you will just have to choose from the all day menu now", he's not a happy customer.
The customer is always right! - Regardless of establishmet.
Its a great movie - get it out to watch.
Bo!
He's not asking for much, but when he's told "sorry sir - breakfast has now finished, so you will just have to choose from the all day menu now", he's not a happy customer.
The customer is always right! - Regardless of establishmet.
Its a great movie - get it out to watch.
Bo!
Unreasonable expectations
Vee Won Kutt, excellent response to his post. Very rare on prune to read such a fair treatment of Jetstar - well done!
allthecoolnamesarego, very well written but you need to come to terms with some little realities of life or you will continue to be angry and disappointed.
Jetstar is working hard to provide the travelling public with the fares they want. That the public have unreasonable expectations of the service they will receive is not the fault of Jetstar.
As Jetstar are a low cost carrier, you have got to expect those aspects of their service that you highlighted. Automated phone service? Exactly the sort of thing you should have been expecting. Long queues and terse check in staff? Exactly the sort of thing you should have been expecting.
The fog was not the fault of Jetstar. The stale sandwiches were not the fault of Jetstar.
Almost every passenger that has flown with an airline can report both good and bad experiences with that airline. I can relate both good and bad experiences with Qantas, Virgin and Ansett.
Jetstar gave you vouchers for free food and drink but you don't rate that anywhere near the act of the Qantas Captain that decreed there be free drinks. Why is that?
Here is a little tip: how you perceive an experience is dependent on your state of mind at the time (e.g. mood, personal circumstances). Your personal circumstances were favourable at the time of the Qantas free drinks but were not so for the Jetstar experience.
To those idiots that subscribe to the "if you pay peanuts, you get..." philosophy, you are exceptionally dim-witted indeed. Consider the vast majority of G.A. pilots in Australia - paid peanuts but still highly professional, highly competent and thoroughly responsible - nothing like monkeys!
allthecoolnamesarego, very well written but you need to come to terms with some little realities of life or you will continue to be angry and disappointed.
Jetstar is working hard to provide the travelling public with the fares they want. That the public have unreasonable expectations of the service they will receive is not the fault of Jetstar.
As Jetstar are a low cost carrier, you have got to expect those aspects of their service that you highlighted. Automated phone service? Exactly the sort of thing you should have been expecting. Long queues and terse check in staff? Exactly the sort of thing you should have been expecting.
The fog was not the fault of Jetstar. The stale sandwiches were not the fault of Jetstar.
Almost every passenger that has flown with an airline can report both good and bad experiences with that airline. I can relate both good and bad experiences with Qantas, Virgin and Ansett.
Jetstar gave you vouchers for free food and drink but you don't rate that anywhere near the act of the Qantas Captain that decreed there be free drinks. Why is that?
Here is a little tip: how you perceive an experience is dependent on your state of mind at the time (e.g. mood, personal circumstances). Your personal circumstances were favourable at the time of the Qantas free drinks but were not so for the Jetstar experience.
To those idiots that subscribe to the "if you pay peanuts, you get..." philosophy, you are exceptionally dim-witted indeed. Consider the vast majority of G.A. pilots in Australia - paid peanuts but still highly professional, highly competent and thoroughly responsible - nothing like monkeys!
Last edited by aircraft; 27th Jul 2006 at 14:36.