Go Back  PPRuNe Forums > PPRuNe Worldwide > Australia, New Zealand & the Pacific
Reload this Page >

Jetstar forces wheelchair passenger to crawl across tarmac

Australia, New Zealand & the Pacific Airline and RPT Rumours & News in Australia, enZed and the Pacific

Jetstar forces wheelchair passenger to crawl across tarmac

Old 24th Nov 2009, 11:52
  #41 (permalink)  
 
Join Date: May 2004
Location: Australia
Posts: 32
Am I missing anything, but to get to Kokoda the protagonist in question presumably caught a J* flight from NTL(no aerobridges - so he may have been emplaned via a forklift/highlift, or indeed hopped up the stairs), went so SY or BN(aerobridge) - hopped on QF or ANG(aerobridge), then on a Twotter(stinking humid tarmac) to Kokoda(dirt/mud), done the Kokoda track(well done, but generally not a recognised wheelchair accessible location)
Reverse that to come home - possibly via Cairns.

Why is he now complaining about wheelchair access?
carpe_jugulum is offline  
Old 24th Nov 2009, 12:19
  #42 (permalink)  
601
 
Join Date: Mar 1999
Location: Brisbane, Qld, Australia
Age: 74
Posts: 1,131
Looks like Jetstar spokespersons need to read their own passenger information on their web site
Wheelchairs - At the airport

All customers travelling with a wheelchair must check-in 2 hours prior to flights departing from a domestic terminal and 3 hours prior to flights departing from an international terminal.

Jetstar provides customers with a wheelchair in which to transfer at check-in.Jetstar customer service staff will assist in the transfer into the wheelchair, using Jetstar's approved transfer method of slide boards and slide cloths.

If required, a Jetstar customer service staff member will then escort a customer who requires wheelchair assistance from check-in through security to their boarding gate. If the customer is travelling with a carer/companion who is willing to escort the customer, a Jetstar customer service staff member will organise to meet the customer(s) at the boarding gate.

Baggage: The customer's wheelchair must be checked-in as baggage. Wheelchairs or mobility aids are carried free of charge on Jetstar services and are carried in addition to the baggage allowances applicable to the customer's travel itinerary. When a customer has more than one wheelchair or mobility aid(s), the second mobility aid will be charged as excess baggage. This includes wheelchairs, electric wheelchairs and electric scooters.
Even I can understand that.
601 is offline  
Old 24th Nov 2009, 12:45
  #43 (permalink)  
 
Join Date: May 2002
Location: Asia
Age: 53
Posts: 2,583
Jetstar & Tiger, hold your heads in shame.

Some people just don’t get it. For most paraplegics, independence is a fiercely cherished ability. You remove that independence, especially with a wheelchair that can’t be propelled by themselves, i.e. aisle wheelchairs, you are taking away something extremely important to them.

It is also interesting to see which airlines let special needs pax use their wheelchairs to the boarding gate and/or aircraft door and those that couldn’t be bothered going that extra mile and be more considerate. Jetstar and Tiger should hold their heads in shame.

Cathay Pacific
Passengers travelling with wheelchair
Passengers with a disability may use their own manual or electrical wheelchair to the departure gate, and when airport facilities permit, to the aircraft door.
Virgin Blue
Travelling with a Manual Wheelchair: You can either check-in your manual wheelchair and we will provide you with an airport aisle wheelchair or self-propelled wheelchair for use within the airport or, where possible, you can choose to take your own manual wheelchair to the boarding gate. Your wheelchair will then be stowed in the aircraft hold.
Qantas
Mobility Aids and Wheelchairs
• You may surrender your mobility aid at check-in or at the departure gate where appropriate assistance will be provided to you.
• You may choose to have your mobility aid delivered to you at the gate lounge upon arrival or you may collect it from the baggage collection area.
• When travelling on narrow-bodied aircraft, your mobility aid will need to meet the specified size dimensions when adjusted or broken down for that aircraft type.
• Note: whilst all reasonable care will be taken, you remain responsible for obtaining insurance in relation to the carriage of your mobility aid.
Jetstar
Wheelchairs - At the airport

All customers travelling with a wheelchair must check-in 2 hours prior to flights departing from a domestic terminal and 3 hours prior to flights departing from an international terminal.

Jetstar provides customers with a wheelchair in which to transfer at check-in. Jetstar customer service staff will assist in the transfer into the wheelchair, using Jetstar's approved transfer method of slide boards and slide cloths.

If required, a Jetstar customer service staff member will then escort a customer who requires wheelchair assistance from check-in through security to their boarding gate. If the customer is travelling with a carer/companion who is willing to escort the customer, a Jetstar customer service staff member will organise to meet the customer(s) at the boarding gate.

Baggage: The customer's wheelchair must be checked-in as baggage. Wheelchairs or mobility aids are carried free of charge on Jetstar services and are carried in addition to the baggage allowances applicable to the customer's travel itinerary. When a customer has more than one wheelchair or mobility aid(s), the second mobility aid will be charged as excess baggage. This includes wheelchairs, electric wheelchairs and electric scooters.
Tiger
Mobility Aids and Wheelchairs

Passengers' own wheelchairs will be carried free of charge, in addition to their normal baggage allowance, but must be checked in.

Wheelchairs that are powered by sealed, non-spillable batteries are accepted for carriage. Wheelchairs with un-sealed, spillable batteries will not be accepted.

All powered wheelchairs must be checked through and comply with relevant battery connection/disconnection requirements.

You must advise us whether you are able to board using steps or whether you require a wheelchair from check-in to the aircraft.

For Australia, we are able to provide a manual wheelchair to convey you from check-in to the aircraft, at which point a lifting device will be available, if previously requested (in the absence of an aero-bridge). Our crew can then assist in transferring you to an aisle wheelchair and from an aisle wheelchair to your seat. At your destination we will similarly transfer you from your seat and supply a lifting device and manual wheelchair for disembarkation, if previously arranged. Your wheelchair will then be delivered to you at the baggage collection point.

Our crew’s ability to assist is subject to compliance with mandated Occupational Health and Safety Regulations in Australia as to the maximum permissible weight of a passenger for lifting (130kgs) and the mobility status of the passenger (eg a full lift of a passenger compared to passengers able to partially lift themselves, and whether assistance is available from a carer, if applicable).

For Tiger Singapore flights, there will be a charge for assistance in respect of wheelchair and other services required from check in to embarkation if previously requested. There may be local unavailability of a lifting device or weight restrictions applicable to the use of devices and the ability of our crew to provide direct lifting assistance. Fees may be applicable for some devices.
404 Titan is offline  
Old 24th Nov 2009, 16:50
  #44 (permalink)  
 
Join Date: Jun 2004
Location: Surrounding the localizer
Posts: 2,200
Sounds like a dumbass customer service policy written with more thought to corporate laziness than customer satisfaction.
As for the numpties that think taking a wheel chair down the stairs on the airbridge is a bad idea...how about doing what they do in other parts of the world where the weather is a little less benign than Oz (i.e. ice, snow etc) and use the bloody stairs that you will find somewhere at the top of the airbridge (i.e. the bit connected to the terminal)

Jetstar..get your ducks in a row
haughtney1 is offline  
Old 24th Nov 2009, 19:12
  #45 (permalink)  
 
Join Date: Sep 2009
Location: Bathhurst
Age: 67
Posts: 10
He dragged himselfalong the Kokoda Trail. I can barely drag myself out of bed some days.

Anyone in frontline Customer Service knows what a Tool this guy really is.
Maybe Virgin or Tiger could better suit his needs.
Exceptional is offline  
Old 24th Nov 2009, 19:41
  #46 (permalink)  
 
Join Date: Mar 2007
Location: The Asylum
Posts: 38
The QF terminal in BNE is one of the worst designed terminals in the world for disabled people. A wheelchair passenger goes on a tiki tour to get to the gate.

There is more to this that meets the eye as I believe that Mr Fearnley has an ongoing dispute with Brisbane Airport (BACL) over disabled access.
QF DRIVE is offline  
Old 24th Nov 2009, 20:57
  #47 (permalink)  
 
Join Date: Oct 2009
Location: Australia
Posts: 357
Anyone in frontline Customer Service knows what a Tool this guy really is.
Exactly, If I turned up with a huge 3 wheel pram, or 5 pieces of "carry on" luggage, I would not be allowed to take them aboard. I'd have to follow the rules.

Just because this guy think's he's "special", doesn't mean he is.

It was his own decision not to use the supplied Jetstar wheelchair (which is designed to fit the aisles and be properly stored when not in use, and attempt to bring something non-standard and specifically excluded from the cabin onboard), and instead to "drag" himself to the aircraft under his own steam, same as he did the whole length of the Kakoda trail.

There is no story here, just a media beatup and a bunch of bleeding hearts.
p.j.m is offline  
Old 24th Nov 2009, 21:11
  #48 (permalink)  
 
Join Date: May 2002
Location: Asia
Age: 53
Posts: 2,583
p.j.m

No there is a story here. It is your airlines “Jetstar’s” dumb ass policy that is the story here. It just took someone with a megaphone to point it out to you. This applies equally to Tiger and any other dumb ass airline that doesn’t allow a wheelchair bound passenger the dignity to use their own wheelchair under their own steam to at least the gate. If you can’t see that and you are actually in customer service god help your airline.
404 Titan is offline  
Old 24th Nov 2009, 21:31
  #49 (permalink)  
 
Join Date: Jul 2002
Location: The dark corner of the bar
Posts: 351
Angry

The aircraft are loaded with cans. If he took his own chair to the aircraft he would then hold up the entire flight whilst his chair is then loaded under the terminal. The cans are not usually opened on the tarmac due to security practices. I guess it could have gone in the bulk hold but there is always more of a chance of damage due turbulence in the bulk.

It screams out publicity scam to me. After walking the track then CHOOSING to transport himself through the terminal and out to the aircraft you wouldn't think that another couple of hundred meters would matter.

This bloke has made a class 1 fool of himself in most peoples eyes and unfortunately conforms to the lowest common denominator of airline pax these days, disabled or not.

Doug.
Douglas Mcdonnell is offline  
Old 24th Nov 2009, 21:44
  #50 (permalink)  
 
Join Date: Oct 2009
Location: Sydney
Age: 72
Posts: 20
I admire his tenacity , he got plenty of attention for disability causes. As one would expect the media played it for all they could . I have met many lowlifes during my time , its funny how many are Journo's.I noticed it did not take long for Bill Shorten to jump on the bandwagon , what a joke he is !
OlAME is offline  
Old 24th Nov 2009, 21:49
  #51 (permalink)  
 
Join Date: May 2002
Location: Asia
Age: 53
Posts: 2,583
Douglas Mcdonnell

If other airlines can do it then why can’t Jetstar and Tiger. You are all required to comply with the same ramp security requirements. Remember Jetstar’s policy is that someone in a wheelchair must check in 2 hours before departure for domestic a 3 hours for international. Your really think a Jetstar staff member will stay with him for the entire 2-3 hours. Get real.

This is a classic case of a dumb ass policy thought up by a dumb ass pencil pusher. It’s a shame some of its front line staff can’t see that.
404 Titan is offline  
Old 24th Nov 2009, 22:00
  #52 (permalink)  
 
Join Date: Apr 2000
Location: Oz
Posts: 753
Is there a bloody prize for ignorance on PPRuNe?

QF: I have either been right at the entrance door or have seen from within the cockpit, disabled passengers on numerous occasions transferred from their own wheelchair into the aisle chair (so they can get up the aisle to the seat) at the aircraft door. Both coming and going.

The A320 has containers as do many other aircraft. But all of them have the capacity to load bulk cargo, which is normally how passenger's personal wheelchairs are loaded.

If I only had a dollar for every time I have sent an ACARS to QF dispatch saying "pax whlchr in bulk hold...pls bring to dr". Translation for the bloody ignorant: "we have a passenger's personal wheelchair loaded in the bulk hold. Could you please unload immediately on arrival and bring to aircraft door at aerobridge".

He may well be an obnoxious prat, but then JQ can be an obnoxious prat of a company sometimes too.
DutchRoll is offline  
Old 24th Nov 2009, 22:58
  #53 (permalink)  
 
Join Date: Dec 2002
Location: Not Syderknee
Posts: 1,006
He could have chosen to fly with an airline with a different wheel chair policy.
rmcdonal is offline  
Old 24th Nov 2009, 23:15
  #54 (permalink)  
 
Join Date: Dec 2002
Location: Australia
Posts: 2,383
How many thousands of disabled people have flown with jetstar and not had a problem? He raises some good points regarding the policy but I have to say that his speech regarding the matter was more akin to an auschwitz survivor.

The Kokoda thing impressed me I have to say but the Jetstar issue changed my mind to think he is a pretentious little whinger. No problem for the content of what he said but the delivery...Come on mate harden up hey.

I thought the Jetstar media people handled it well. As in "this is how policy and procedure is changed".
Mr. Hat is offline  
Old 24th Nov 2009, 23:31
  #55 (permalink)  
 
Join Date: Dec 2006
Location: Oz
Posts: 85
Whether or not the policy was adhered to by the customer service staff or not, I am still in disbeleif that this actually made the NEWS! Give me a break. Maybe I'll run to the media next time I'm forced to take off my belt, shoes, hat, take the calculator out of my shirt pocket and hand over the half empty toothpaste tube before going through security as a pilot! But that's right, nobody cares! Whether Jetstar was in the right or wrong, this story (pax complaint) should never have left the airport really....
brown_hornet is offline  
Old 25th Nov 2009, 00:55
  #56 (permalink)  
 
Join Date: May 2002
Location: Asia
Age: 53
Posts: 2,583
Sometimes people it takes a megaphone to be heard in this world. The very fact the company was forced into an embarrassing apology and rethinking of their own policy is testimony to its effectiveness and also their bloody mindedness for having such a policy in the first place.

Some people ought to know when it is time to criticise their own company rather than criticise someone for standing up against something that is just plainly wrong.
404 Titan is offline  
Old 25th Nov 2009, 00:58
  #57 (permalink)  
 
Join Date: Mar 2007
Location: The Dark Side
Posts: 61
Gooday Titan 404

"This is a classic case of a dumb ass policy thought up by a dumb ass pencil pusher. It’s a shame some of its front line staff can’t see that."

I read your quotes re wheelchair policies and while i am not saying i agree with J*'s policiy to me the the point is that at the time the booking was made and at the time of travel a wheelchair policy was in place. I am assuming (possibily a big mistake, i know) that the policies you quoted were taken from the respective airlines sites.

Having made such a bold assumption the question i would ask is why give the front line staff grief for followong current policy. If you believe something is wrong by all means take appropriate steps to have the situation changed. Until then you need to play by the current rules.

We all have choices as did this pax. Did he read the fine print, possibily not, I know I have been guilty of this. The point I am making is he could have chosen another airline if he was not happy with the terms and conditions of travel for J*

Fly safe and play hard

Hoss58
hoss58 is offline  
Old 25th Nov 2009, 01:03
  #58 (permalink)  
 
Join Date: Jul 2002
Location: The dark corner of the bar
Posts: 351
404 titan, "dumbass". Says it all really.

D
Douglas Mcdonnell is offline  
Old 25th Nov 2009, 01:21
  #59 (permalink)  
 
Join Date: Oct 2009
Location: Australia
Posts: 357
The very fact the company was forced into an embarrassing apology and rethinking of their own policy is testimony to its effectiveness and also their bloody mindedness for having such a policy in the first place.
The fact that they made an apology has nothing to do with the policy, and everything to do with "political correctness", the media beatup and attempting to minimise damage to their reputation.

The correct thing to do, would have been to sue the newpapers and media for defamation and to ban the troublemaker from flying on their airline.

We all know in this day and age, sometimes it is just not worth the time and effort, and the quickest and most expedient thing to do was to send in their PR people so smooth over the troubled waters.
p.j.m is offline  
Old 25th Nov 2009, 01:53
  #60 (permalink)  
 
Join Date: May 2002
Location: Asia
Age: 53
Posts: 2,583
hoss58

My criticism was directed at people like “p.j.m” who quite frankly disgust me, not at the frontline staff in general. How someone like “p.j.m” can work at the coal face of a customer orientated industry is beyond me. Having had a mother who worked voluntarily for years with the “House With No Steps”, my understanding of how wheelchair bound people think is particularly acute. I accept it is a shame the check in staff had to deal with this but blame should be squarely laid with the idiot high up in Jetstar that dreamt up this dumbass (eat your heart out Douglas Mcdonnell) rule.

Yes all the airlines wheelchair policies were from the respective airlines web sights. Most were quite easy to find, mind you Jetstar’s was a little bit more difficult being hidden away in a separate link.
404 Titan is offline  

Thread Tools
Search this Thread

Contact Us - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service - Do Not Sell My Personal Information

Copyright © 2018 MH Sub I, LLC dba Internet Brands. All rights reserved. Use of this site indicates your consent to the Terms of Use.