Another Jetstar 'fiasco'??
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Another Jetstar 'fiasco'??
From the Sydney Morning Herald
As the spin doctor says in the final sentence "we were denied getting an aircraft into Sydney Airport given the curfew." No, it's got nothing to do with running a late service has it? Blame everyone and anyone but not the airline. 
wits.
Jetstar loses more of its shine
Dylan Welch
April 16, 2007 - 2:25PM
Time's not on budget carrier Jetstar's side again, after one group of angry passengers was forced to stay in the wrong city overnight and another offered $8 food vouchers when their flight was cancelled.
The latest incidents come a day after the end to a 48-hour delay for Jetstar passengers trying to get home to Australia from Honolulu.
Last night a Jetstar flight was turned away from Sydney Airport because it was just after the 11pm official curfew.
The plane was forced to fly to Melbourne's Avalon Airport. Passengers were provided with free hotel rooms and had a special flight put on this morning to return them to Sydney.
But the special flight from Melbourne meant another Jetstar flight, JQ482 from Sydney to Hamilton Island at 6.55am, had to be cancelled, leaving numerous holidaygoers fuming.
Terry Bec, 46, from Wollongong, who was heading off with his wife and children on a week-long holiday, said he was "pissed off" at the cancellation, which caused the family to spend six hours at Sydney Airport waiting for the afternoon flight.
"Never, ever again," was all Mr Bec had to say when asked by smh.com.au what he thought of Jetstar, adding that two of the airline's staff had quipped with him that they didn't fly with their own company.
Spokesman for Jetstar Simon Westaway said that, when it became apparent JQ482 would have to be cancelled to collect the stranded Melbourne passengers, the company tried to contact everyone booked on this morning's flight.
About two-thirds of this morning's passengers received the information, he said.
Jetstar then diverted a flight from Melbourne to Hamilton Island and picked up 65 of the 130 Sydney to Hamilton passengers, meaning a third flight was affected by last night's curfew slip-up.
The remaining 65 passengers were forced to wait about six hours at Sydney Airport until the afternoon flight arrived, at 1.05pm.
Kate Arnott, a journalist from Melbourne who said she had not been contacted by the company, said she and her boyfriend arrived at Sydney Airport at 6am only to be told at 7am that the flight had been cancelled.
She asked for a Cabcharge so she and her partner could return home to wait, but the company instead offered all delayed passengers an $8 meal voucher as compensation.
She felt "ripped off" by the offer, she said.
"We just thought that's not good enough compensation. More than that, it was just the lack of communication."
She said Jetstar had obviously not learned from its recent fiasco in Hawaii.
"Just knowing the Hawaii stuff, this is just ridiculous."
Last night and this morning's cancellations, delays and reroutings had no relationship to the Honolulu incident, Mr Westaway said.
He also believed a request for a Cabcharge was "unreasonable".
"We did everything we could from a customer service perspective. We initiated call-outs [yesterday] evening. We diverted a Melbourne aircraft bound for Hamilton Island into Sydney.
"The remaining passengers [were] flown out on the one o'clock service this afternoon.
"I think that's excellent customer service, given the fact that we were denied getting an aircraft into Sydney Airport given the curfew."
Dylan Welch
April 16, 2007 - 2:25PM
Time's not on budget carrier Jetstar's side again, after one group of angry passengers was forced to stay in the wrong city overnight and another offered $8 food vouchers when their flight was cancelled.
The latest incidents come a day after the end to a 48-hour delay for Jetstar passengers trying to get home to Australia from Honolulu.
Last night a Jetstar flight was turned away from Sydney Airport because it was just after the 11pm official curfew.
The plane was forced to fly to Melbourne's Avalon Airport. Passengers were provided with free hotel rooms and had a special flight put on this morning to return them to Sydney.
But the special flight from Melbourne meant another Jetstar flight, JQ482 from Sydney to Hamilton Island at 6.55am, had to be cancelled, leaving numerous holidaygoers fuming.
Terry Bec, 46, from Wollongong, who was heading off with his wife and children on a week-long holiday, said he was "pissed off" at the cancellation, which caused the family to spend six hours at Sydney Airport waiting for the afternoon flight.
"Never, ever again," was all Mr Bec had to say when asked by smh.com.au what he thought of Jetstar, adding that two of the airline's staff had quipped with him that they didn't fly with their own company.
Spokesman for Jetstar Simon Westaway said that, when it became apparent JQ482 would have to be cancelled to collect the stranded Melbourne passengers, the company tried to contact everyone booked on this morning's flight.
About two-thirds of this morning's passengers received the information, he said.
Jetstar then diverted a flight from Melbourne to Hamilton Island and picked up 65 of the 130 Sydney to Hamilton passengers, meaning a third flight was affected by last night's curfew slip-up.
The remaining 65 passengers were forced to wait about six hours at Sydney Airport until the afternoon flight arrived, at 1.05pm.
Kate Arnott, a journalist from Melbourne who said she had not been contacted by the company, said she and her boyfriend arrived at Sydney Airport at 6am only to be told at 7am that the flight had been cancelled.
She asked for a Cabcharge so she and her partner could return home to wait, but the company instead offered all delayed passengers an $8 meal voucher as compensation.
She felt "ripped off" by the offer, she said.
"We just thought that's not good enough compensation. More than that, it was just the lack of communication."
She said Jetstar had obviously not learned from its recent fiasco in Hawaii.
"Just knowing the Hawaii stuff, this is just ridiculous."
Last night and this morning's cancellations, delays and reroutings had no relationship to the Honolulu incident, Mr Westaway said.
He also believed a request for a Cabcharge was "unreasonable".
"We did everything we could from a customer service perspective. We initiated call-outs [yesterday] evening. We diverted a Melbourne aircraft bound for Hamilton Island into Sydney.
"The remaining passengers [were] flown out on the one o'clock service this afternoon.
"I think that's excellent customer service, given the fact that we were denied getting an aircraft into Sydney Airport given the curfew."
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This would have never happened at another airline....yeah right!!!!
jetstar bashing continues...b a ****** or alert what ever your name is i guess your another career fo or so at the rat with a chip on your shoulder
Jq and Vb are the future of the industry in this country so get used to it!!!!!!
jetstar bashing continues...b a ****** or alert what ever your name is i guess your another career fo or so at the rat with a chip on your shoulder
Jq and Vb are the future of the industry in this country so get used to it!!!!!!
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Jq and Vb are the future of the industry in this country so get used to it!!!!!
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Jetstar bashing here is only going to inflame one group, the Jetstar employees. Is that your wish BA?
Stop and think about what Dixon wants. How would he feel if we actually worked together to improve things? Any chance of that happening while the two groups of employees bash each other here? Sadly it only takes a couple of protaganists from each side to give everybody a bad name.
A lot of mindless bashing of groups resulted in the end of the QF participation in the Cabin Crew Forum didn't it?
Stop and think about what Dixon wants. How would he feel if we actually worked together to improve things? Any chance of that happening while the two groups of employees bash each other here? Sadly it only takes a couple of protaganists from each side to give everybody a bad name.
A lot of mindless bashing of groups resulted in the end of the QF participation in the Cabin Crew Forum didn't it?
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Jetstar bashing here is only going to inflame one group, the Jetstar employees. Is that your wish BA?
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Uh...if Tiger is meant to provide lower airfares than Jetstar, what makes you think the customer service will be better?
A low cost airline has fewer resources than a full service one. Having worked for two other full service airlines, crap happens...and what happened to Jetstar is no different than the disruption that occurred then.
One of those airlines was Ansett.
A low cost airline has fewer resources than a full service one. Having worked for two other full service airlines, crap happens...and what happened to Jetstar is no different than the disruption that occurred then.
One of those airlines was Ansett.
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Jq and Vb are the future of the industry in this country so get used to it!!!!!
So in a Nutshell, take out Jet* or at least add a modified Jet* and that may be the future of the industry!! (Well what Im hoping I guess) But I think a lot of us know that we have no idea of the actual future of this industry as a lot can atest to !!
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Totally unbelieveable.
Where do people get off.
As if no other airline has EVER missed curfew at Sydney.
I've decided Jetstar bashing is now a sport.
I have being part of some absolutely appallingly handled rolling AND known delays. Incidently many of these where at Q where the compensation offered to passengers was nothing better than a meal voucher (sounds familiar doesn't it)
People who think Tiger is going to offer something "better" please refer to my post entitled "Utopia" on the "tiger A320s downunder threat". Get a reality check.
End of rant
Where do people get off.
As if no other airline has EVER missed curfew at Sydney.
I've decided Jetstar bashing is now a sport.
I have being part of some absolutely appallingly handled rolling AND known delays. Incidently many of these where at Q where the compensation offered to passengers was nothing better than a meal voucher (sounds familiar doesn't it)
People who think Tiger is going to offer something "better" please refer to my post entitled "Utopia" on the "tiger A320s downunder threat". Get a reality check.
End of rant
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Jq and Vb are the future of the industry in this country so get used to it!!!!!
So in a Nutshell, take out Jet* or at least add a modified Jet* and that may be the future of the industry!! (Well what Im hoping I guess) But I think a lot of us know that we have no idea of the actual future of this industry as a lot can atest to !!
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yep I can just see it now, the Singaporeans handing out cabcharges when their aircraft go u/s. If people think that Tiger will be any different just wait. I think EWL gave a nice little insight into what it is like dealing with them on another post. Should be fun comparing sunday newspaper columns about both airlines, and then the slimmed down rat after apa take it to boot camp, then we should see some complaints.
Nunc est bibendum
As if no other airline has EVER missed curfew at Sydney.
QF isn't immune from this either but given the weight of sectors it would appear that it would appear that poor delay/ cancellation management is becoming a J* art form.
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resboy
Unbelievable and where do people get off?
How dare people expect service and communication ?
Mate technical glitches happen to every business.The difference between a good one and an ordinary one are the ones that communicate with their customers.I have been invloved with 3 J* foul ups and the pilots didn't even communicate with the cabin crew for a considerable time.
Unbelievable and where do people get off?
How dare people expect service and communication ?
Mate technical glitches happen to every business.The difference between a good one and an ordinary one are the ones that communicate with their customers.I have been invloved with 3 J* foul ups and the pilots didn't even communicate with the cabin crew for a considerable time.
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reminds me of the time -a j* flight from HBO -SYD diverted into CBR one night due very bad weather in SYD .the aircraft parked over at fairbairn as the appron at the terminal was full -the tech crew and some cabin crew just locked themselves in the flt deck the whole time the aircraft sat there. the pax were geting angry so the FED's were called over for bit a mussle -the aircraft arrived at 2120 hrs and by the time the fueling tanker truck got to them it was way past bedtime in SYD ie curfew -so the qf cbr ops staff spent all night on the phones drying to arrange hotel accomadation -but as luck would have it . there was no vaccancies far and wide - finally they arranged some school busses to come and take the pax upto syd -they turned up at 0430 hrs - more feds turned up to watch over the pax as they trundled off the aircraft at -0400 hrs and got the bus to syd- the luggage stayed on the aircraft and arrived at SYD with aircraft finally at 1100hrs the next day. as for custermer service or communication there was none.
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Monday 16-04-07
"Creative Holiday" booked & ticketed passengers arrive at Sydney International terminal to fly on the JQ27 to Phuket.
Problem is the tickets were for a 14:40 departure, whereas the scheduled departure time was 13:30.
Additionally, Jetstar had no information about the ticketed passengers travelling on the flight in the system.
Nice start to an overseas holiday, the Traval agent stating that all normal processes were followed in the ticketing at booking process.
"Creative Holiday" booked & ticketed passengers arrive at Sydney International terminal to fly on the JQ27 to Phuket.
Problem is the tickets were for a 14:40 departure, whereas the scheduled departure time was 13:30.
Additionally, Jetstar had no information about the ticketed passengers travelling on the flight in the system.
Nice start to an overseas holiday, the Traval agent stating that all normal processes were followed in the ticketing at booking process.
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I've noticed a number of people (probably Jetstar employees) telling us that you get what you pay for.The trouble with this is that a number of full service airlines are within a few dollars of Jet scar's prices.
So the pax are not getting what they pay for but the problem is public perception and that is when they see a Jet scar ad they think it is cheap simply because it is J*.
Those that are telling us that Tiger will be no different must have a very good crystal ball.How do you know what Tiger will offer?What happens if they offer free small meals or something that the others do not?
Even at the very least if Tiger uses SIA's bank balance to offer cheaper fares then the locals will have to follow suit.
So the pax are not getting what they pay for but the problem is public perception and that is when they see a Jet scar ad they think it is cheap simply because it is J*.
Those that are telling us that Tiger will be no different must have a very good crystal ball.How do you know what Tiger will offer?What happens if they offer free small meals or something that the others do not?
Even at the very least if Tiger uses SIA's bank balance to offer cheaper fares then the locals will have to follow suit.
Last edited by lowerlobe; 17th Apr 2007 at 00:23.
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lobotomy, simple, because the don't and they won't. They use the same model and will fight Jetstar on the same terms. However, I'm sure in the war there will be incentives to win the wallets of the Australian travelling public but it will be in the form of cheap airfares and then we'll see the real race to the bottom.
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dodgy..If you think Tiger will have no teeth when it arrives then it's not me that has had a lobotomy..by the way you are not a Jetscar employee are you?
Is the Australian Government going to pass any laws pertaining to this sort of thing? They are mulling it over in the USA after having several very nasty turn of events with pax being left overnight on u/s aircraft on numerous occasions in the past year(in one instance in Hawaii they turned off the APU). It all came to a head recently with JetBlue handling a major snow storm "Jetstar Style" by leaving everyone stranded in the JFK terminal. Really if you are going to be stuck anywhere overnight the airline should be putting you up in a hotel. QF will and have done it in the past, maybe it should become law.
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JetBlue
And JetBlue sent the following to all of their customers.
Dear JetBlue Customers, We are sorry and embarrassed. But most of all, we are deeply sorry. Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts. Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before. Most importantly, we have published the JetBlue Airways Customer Bill of Rights http://www.jetblue.com/about/ourcomp...ce=ap_2promise
—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action. You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
Sincerely,
David Neeleman Founder and CEO JetBlue Airways
Dear JetBlue Customers, We are sorry and embarrassed. But most of all, we are deeply sorry. Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts. Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before. Most importantly, we have published the JetBlue Airways Customer Bill of Rights http://www.jetblue.com/about/ourcomp...ce=ap_2promise
—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action. You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
Sincerely,
David Neeleman Founder and CEO JetBlue Airways