Jetstar SYD Debacle
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Oh boy, we have quite a divided camp here. As`always humans really kick in when others are down. Am sure not one of the Jokestar pax read the T&C's on the back of their ticket, assuming they had one or read any of the pre-amble pertaining to the conditions. I will openly admit that I've never read the fine print totally but we pilots are a little more privileged than the general flying public with what causes delays cancellations but the poor Mr & Mrs Joe Average where the innocent victims here I believe.
There was a lot of buck passing by the sounds of things, typical Australian pastime sadly. And all done at the gateway to OZ. At times I don't feel too proud to be an ozzy, i don't care who was at fault (got nothing to do with the wx, it was after that that was the stuff up!) this should never have gotten to this level. Jokestar will pay for it in other ways.
CW
There was a lot of buck passing by the sounds of things, typical Australian pastime sadly. And all done at the gateway to OZ. At times I don't feel too proud to be an ozzy, i don't care who was at fault (got nothing to do with the wx, it was after that that was the stuff up!) this should never have gotten to this level. Jokestar will pay for it in other ways.
CW
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Qantas 787...
It is one thing to say that there was an option available that wasn't utilised but then again was it offered?
Were the pax told that they could move over to the international terminal?
I'm sure that if you told someone that they could go over to another terminal they would not have stayed in a bus shed as is being reported.
However,I ask again what happened to the VB pax?
I'm sure the weather affected them just as much but there does not seem to be as much grief directed towards VB.....Did VB do anything more than J*
Both are LCC's.....
It is one thing to say that there was an option available that wasn't utilised but then again was it offered?
Were the pax told that they could move over to the international terminal?
I'm sure that if you told someone that they could go over to another terminal they would not have stayed in a bus shed as is being reported.
However,I ask again what happened to the VB pax?
I'm sure the weather affected them just as much but there does not seem to be as much grief directed towards VB.....Did VB do anything more than J*
Both are LCC's.....
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intell from VB staffer:
VB made an early call on the wx and canx flts early in the program.
-pax phoned
-accommodated
-and rescheduled
-limited number xfer'd to QF to cover off overbooked flts today to meet international connex.
some were less than impressed - however lesson is tell it like it is and don't keep pax in the dark.
LCC's are bit like buying insurance - "don't tell what I am covered for - just tell me what I'm not" ...to be fair to the JQ pax though - they are not getting the real story.
Perception leads to expectation
VB made an early call on the wx and canx flts early in the program.
-pax phoned
-accommodated
-and rescheduled
-limited number xfer'd to QF to cover off overbooked flts today to meet international connex.
some were less than impressed - however lesson is tell it like it is and don't keep pax in the dark.
LCC's are bit like buying insurance - "don't tell what I am covered for - just tell me what I'm not" ...to be fair to the JQ pax though - they are not getting the real story.
Perception leads to expectation
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I think the blame lays with the idiotic 11pm curfew.
Surely under extreme circumstances of weather as it was in Sydney last night, a common sense duress dispensation could have saved all the heartache and chaos.
We are all so stupid.
Surely under extreme circumstances of weather as it was in Sydney last night, a common sense duress dispensation could have saved all the heartache and chaos.
We are all so stupid.
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JQ620's diversion to and ground delay at Canberra were handled extremely well by the crew, Jetstar Ops and Qantas Canberra. All passengers onboard were kept fully informed of events as they unfolded, were fed and watered and seemed to understand that on some days, inconvenience aside, it is better to be on the ground than it is to be in the air.
What was not handled well was communication between Jetstar ground-staff and their passengers in T2 at Sydney. In my opinion that dynamic is the achilles-heel of this operation and unfortunately it has the effect of colouring the general public's perception of the airline and, to my eternal frustration, it's technical and cabin-crew.
Equally, the media really do need to stop sensationalising what are fairly mundane and routine events when severe weather affects airport operations. All conditions of carriage were met for every passenger, the vast majority of those affected WERE accomodated overnight and everyone arrived at their destination safely, albeit late.
Perspective is the key.
What was not handled well was communication between Jetstar ground-staff and their passengers in T2 at Sydney. In my opinion that dynamic is the achilles-heel of this operation and unfortunately it has the effect of colouring the general public's perception of the airline and, to my eternal frustration, it's technical and cabin-crew.
Equally, the media really do need to stop sensationalising what are fairly mundane and routine events when severe weather affects airport operations. All conditions of carriage were met for every passenger, the vast majority of those affected WERE accomodated overnight and everyone arrived at their destination safely, albeit late.
Perspective is the key.
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flyingins:
glad to the CBR experience was better than SYD and I agree with your post in that regard....however JQ had a/c asleep in MEL when it could have got one into and out of SYD inside curfew & therefore avoid the grief.
to wrap this thread:
..............however all/most of the pax were NOT taken care of and the core issue is that JQ wants to be a LCC but with a (defacto) premium image. This is where the percepion issues arise.
As for the media - yes some are A grade wankers that couldn't do the research and ask the hard questions if you wrote them down for them.....HOWEVER - don't blame the media in this instance. JQ & West*way could have suffocated this story with an articulate responsible proactive advice & action.
The media runs today fulfilled the 'who, what, where, how, & why' requirement - the principal criticisms stem from the 'why didn't they' category. I am very reliably informed that JQ (even post 'incident') was still very slow to respond (as always) to calls from two networks.
Even a little thing like having some water or snacks and someone to keep the pax informed would have given this story a very different look and I suggest a much lower position on the news rundown - then the story would have been a less impressive 'storms close airport' instead of 'airline dumps passengers.'
As before - if you are going to be an LCC - just be honest upfront and clear about what you are selling, don't cut corners on safety and don't ask for safety dispensations just so you can make a few extra dollars.
here endeth the sermon
and maybe the thread?)
glad to the CBR experience was better than SYD and I agree with your post in that regard....however JQ had a/c asleep in MEL when it could have got one into and out of SYD inside curfew & therefore avoid the grief.
to wrap this thread:
..............however all/most of the pax were NOT taken care of and the core issue is that JQ wants to be a LCC but with a (defacto) premium image. This is where the percepion issues arise.
As for the media - yes some are A grade wankers that couldn't do the research and ask the hard questions if you wrote them down for them.....HOWEVER - don't blame the media in this instance. JQ & West*way could have suffocated this story with an articulate responsible proactive advice & action.
The media runs today fulfilled the 'who, what, where, how, & why' requirement - the principal criticisms stem from the 'why didn't they' category. I am very reliably informed that JQ (even post 'incident') was still very slow to respond (as always) to calls from two networks.
Even a little thing like having some water or snacks and someone to keep the pax informed would have given this story a very different look and I suggest a much lower position on the news rundown - then the story would have been a less impressive 'storms close airport' instead of 'airline dumps passengers.'
As before - if you are going to be an LCC - just be honest upfront and clear about what you are selling, don't cut corners on safety and don't ask for safety dispensations just so you can make a few extra dollars.
here endeth the sermon
and maybe the thread?)
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A news program this evening reported that of those pax that did seek shelter in the international terminal, most were asked to produce passports. 
c'mon lets draaaaag it out as much as possible!!!
c'mon lets draaaaag it out as much as possible!!!
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Funniest thing walking past No.142 at QL this morning - just adjacent to T2 - was seeing a tent pitched on the only small patch of grass out the front where i made a joke suggesting that was probably a jetstar pax. Only to find out that it actually was one of the pax sleeping in the rain. Man you have to be desperate to put up with that!
Bo!
Bo!
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money shot
very prophetic ryan !
you should have taken a pix and sent it to 7 & fairfax - could have been a $200 morning bonus.........
..........re the tent.....maybe airservices could have delivered free coffee...sorry overlapping the threads
you should have taken a pix and sent it to 7 & fairfax - could have been a $200 morning bonus.........
..........re the tent.....maybe airservices could have delivered free coffee...sorry overlapping the threads
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airtags,
I don't disagree with your assessment of Mr.Westaway's repsonse. Communication is essential and I freely admit Jetstar the company didn't do a good enough job on this occasion.
I won't enter into a to-and-fro about the ratio of those who did and did not get accomodated but all passengers who were eligible to be put up were and many more too. Conditions of Carriage clearly state a passenger's eligibility.
Corners were never cut on safety (which is why flights weren't allowed to depart and another ended up at Canberra) and the only dispensation that was (unsuccessfully) sought last night was to allow a departure after curfew. It was not safety-related so don't confuse the two.
I don't disagree with your assessment of Mr.Westaway's repsonse. Communication is essential and I freely admit Jetstar the company didn't do a good enough job on this occasion.
I won't enter into a to-and-fro about the ratio of those who did and did not get accomodated but all passengers who were eligible to be put up were and many more too. Conditions of Carriage clearly state a passenger's eligibility.
Corners were never cut on safety (which is why flights weren't allowed to depart and another ended up at Canberra) and the only dispensation that was (unsuccessfully) sought last night was to allow a departure after curfew. It was not safety-related so don't confuse the two.
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............tent outside the terminal hey?..........sacred site perhaps?
Just imagine if somebody found out that the Syd airport was a sacred site! God.......their welcome to it !
All's safe at the end of the day, well the next day that is !
CW
Just imagine if somebody found out that the Syd airport was a sacred site! God.......their welcome to it !
All's safe at the end of the day, well the next day that is !
CW
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Jetstar spokesman Simon Westaway said the airline's policy was that it did not provide accommodation for cancellations or delays caused by events beyond its control, such as weather.
It does provide another flight in these circumstances at no extra charge even though travellers' original fares become invalid because of the cancellations.
The airport said accommodation arrangements were the airlines' responsibility and its terminal was not operated on a 24-hour basis. One airport official told radio 2UE that authorities would have kept the terminal open if an airline had requested it to do so, but no one had asked. Virgin Blue cancelled 11 flights but provided its passengers with accommodation.
It does provide another flight in these circumstances at no extra charge even though travellers' original fares become invalid because of the cancellations.
The airport said accommodation arrangements were the airlines' responsibility and its terminal was not operated on a 24-hour basis. One airport official told radio 2UE that authorities would have kept the terminal open if an airline had requested it to do so, but no one had asked. Virgin Blue cancelled 11 flights but provided its passengers with accommodation.
Like the stock market and life in general ,perception is everything and it looks like one airline or someone who works for that airline does not understand that.
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The debacle with JOKESTAR this week just demonstrates the total lack of any contingency planning or "back up plan" that the average punter thinks they might have-.....does not exist !
Sure, they are a LCC ( there fore its always going to be buyer beware)
BUT if they at least made some attempt to treat these pax with some miniscule of respect.......things may have been different.
As it turned out the 2UE/2GB/3AW Rottweilers savaged the brand big time......... again.
Westaway should be punted to work for RailCorp.
How they've managed to bluff their way along thus far is truly
astounding.
Sure, they are a LCC ( there fore its always going to be buyer beware)
BUT if they at least made some attempt to treat these pax with some miniscule of respect.......things may have been different.
As it turned out the 2UE/2GB/3AW Rottweilers savaged the brand big time......... again.
Westaway should be punted to work for RailCorp.
How they've managed to bluff their way along thus far is truly
astounding.
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Red T Bar
So if I buy a $69 ticket with VB and I live 5 km from the airport and my flight is cancelled due weather, I do not go home because VB will look after me and give me a hotel room at no cost to me.
Is that what you are saying.
So if I buy a $69 ticket with VB and I live 5 km from the airport and my flight is cancelled due weather, I do not go home because VB will look after me and give me a hotel room at no cost to me.
Is that what you are saying.
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So if I buy a $69 ticket with VB and I live 5 km from the airport and my flight is cancelled due weather, I do not go home because VB will look after me and give me a hotel room at no cost to me.
Is that what you are saying.
Is that what you are saying.
But at the end of the day VB did not get the complaints and negative publicity that J* did.
Since VB fly aircraft as J* do and are subject to the same vagaries why is that golow?