The "Star's" top performance 2010
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The "Star's" top performance 2010
"JETSTAR yesterday demanded that a distraught family whose baby died of SIDS during a holiday on the Gold Coast pay more than $600 to return a day early to Sydney.
When the four remaining members of the family tried to change their bookings to return home yesterday, they were told they would require proof the baby had died or they would be forced to pay the difference in fares and change fees upfront."
ONYA JETSTAR! You're really setting the example of what a LOW cost (act) carrier means!
Read more: Jetstar told family to prove baby death before changing flight | News.com.au
When the four remaining members of the family tried to change their bookings to return home yesterday, they were told they would require proof the baby had died or they would be forced to pay the difference in fares and change fees upfront."
ONYA JETSTAR! You're really setting the example of what a LOW cost (act) carrier means!
Read more: Jetstar told family to prove baby death before changing flight | News.com.au
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It is not uncommon to ask for proof of death, I was asked to show a death certificate for my Grandfather when I was trying to get to his funeral with Air New Zealand. I know it is an awful thing to have to ask, but you can't waive fees for everyone who claims some sort of hardship or death in the family. The way I read the above article is Jetstar would of waived the fees but needed some sort of documentary proof.
I would guess standard practice to ask for death certificate to protect from people trying to scam a cheap fare. This was the subject of a Seinfeld episode - Kramer trying to convince George to get the 'death in the family' fare with George then trying to get a copy of the death certificate...
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The problem is at short notice you can not just pluck one out of your ar$e.
I had the same drama with QF about 6 years ago in NZ, all 4 of us on Business Class tickets and needing to get home due Mrs Jaba needing hospital/specialist that we could not get in NZ at New Years Eve (onya NZ). So best option was bail out early and go home where we knew we could fix the problem.
Can't remember what the final deal was.......may have paid or used points or whatever but it was not a compassionate, no problem Sir we will just change your flights for you.
So why bag J* for a QF Group thing
I had the same drama with QF about 6 years ago in NZ, all 4 of us on Business Class tickets and needing to get home due Mrs Jaba needing hospital/specialist that we could not get in NZ at New Years Eve (onya NZ). So best option was bail out early and go home where we knew we could fix the problem.
Can't remember what the final deal was.......may have paid or used points or whatever but it was not a compassionate, no problem Sir we will just change your flights for you.
So why bag J* for a QF Group thing
Yes, when you purchase a ticket you agree to the terms and conditions of that purchase. Having a company (or industry) policy that allows a variation of those terms and conditions if there are exceptional circumstances should be seen as a good thing. An obligation to give some evidence that there is an exceptional circumstance is not unreasonable.
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Unfortunately one of the reasons a certificate is requested is due to the continuous lies, stories and general BS that passengers continue to sprout on a daily basis. Most who end up missing a flight always 'have an urgent funeral to attend', were 'delayed by a bad car accident', were given the wrong flight time by the airline etc etc etc. Same crap excuses every day of the year.
It's like the boy who cried wolf. Because of all the lies and deceit that sadly but truly most pax dribble, the airline simply doesn't trust anything they are told, and rightly so. But as a result, as in this case, when a genuine tragic event occurs it is often hard for the airline to believe that it is true. Maybe other passengers will consider this fact the next time they don't take responsibility for their own actions and they make up some BS strory that the staff have heard thousands of times before ??
It's like the boy who cried wolf. Because of all the lies and deceit that sadly but truly most pax dribble, the airline simply doesn't trust anything they are told, and rightly so. But as a result, as in this case, when a genuine tragic event occurs it is often hard for the airline to believe that it is true. Maybe other passengers will consider this fact the next time they don't take responsibility for their own actions and they make up some BS strory that the staff have heard thousands of times before ??
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Maybe other passengers will consider this fact the next time they don't take responsibility for their own actions and they make up some BS strory that the staff have heard thousands of times before ??
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Cactusjack, agreed. Even in the age of remarriage it's amazing how many grandmothers some people seem to own. 
Unfortunately it makes it harder for the honest people who really have had a personal tragedy. It's also a good reason for buying $15 worth of travel insurance, which is cheap at the price in my opinion.
Unfortunately it makes it harder for the honest people who really have had a personal tragedy. It's also a good reason for buying $15 worth of travel insurance, which is cheap at the price in my opinion.
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Ah, reminds me of a country not too far North... 'Traim tasol' they used to call it. Trying to get a discount or free flight for all sorts of reasons. It was hard to determine, even for someone who had spent a lot of time in country, if they were responding to a genuine need or about to be taken for a ride... People can be their own worst enemies...
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shame shame shame
irrespective of the scammers that try it on the reality is
1. JQ had their money upfront
2. They could only change flts if space avail
3. by taking an earlier flt they actually freed up more space for sale on the originally booked flt
4. To actually ask for proof of the baby's death is absurdly offensive
5. Why did it take media exposure to inject common sense into this moneygrubbing organisation.
also:
why was the baby on the passenger manifest??? - bit of an IT issue I believe was the internal excuse although there is a small issue with AOC compliance (but then when has that ever mattered esp with JQ & QF)
and..........
JQ draconian policy provides nil revenue leakage - just revenue gouge $service and $sensibility are spelt the same way as $afety.
note to company flunkies:
save the correspondence and wave of PMs- I note the JQ company mission posters still have safety as priority two folowed by service.
1. JQ had their money upfront
2. They could only change flts if space avail
3. by taking an earlier flt they actually freed up more space for sale on the originally booked flt
4. To actually ask for proof of the baby's death is absurdly offensive
5. Why did it take media exposure to inject common sense into this moneygrubbing organisation.
also:
why was the baby on the passenger manifest??? - bit of an IT issue I believe was the internal excuse although there is a small issue with AOC compliance (but then when has that ever mattered esp with JQ & QF)
and..........
JQ draconian policy provides nil revenue leakage - just revenue gouge $service and $sensibility are spelt the same way as $afety.
note to company flunkies:
save the correspondence and wave of PMs- I note the JQ company mission posters still have safety as priority two folowed by service.
If you purchase a low cost fixed flight ticket, that is the risk you take. The fare is cheaper for many reasons, but partly because some of the burden of risk is born by the passenger. The Jetstar site does recommend you purchase travel insurance. Why should Jetstar wear the cost of the family's burden? They are actually being reasonable when they state they are willing to vary the terms of the contract on compassionate grounds. If you are claiming that a special condition should apply then the burden of proof should lie with the party making the claim.
I see no issue here.
BTW I am no fan of Jetstar or an employee...
I see no issue here.
BTW I am no fan of Jetstar or an employee...
Last edited by theheadmaster; 7th Dec 2010 at 08:49.
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Think about it from this point of view.
How many customers have Jetstar lost because of their lack of compassion for a family that have suffered the pain of loosing a child to SIDS ?
versus
How many customers would Jetstar have gained if the story was reversed ?
It's not like it was going to cost Jetstar the world to show just a little compassion given the circumstances, but this is the filth that has crept into the industry since executive bonuses, profit and shareholder satisfaction has overtaken the prioritys of safety and customer/staff satisfaction.
Shame on you Jetstar and the QF Group once again.
How many customers have Jetstar lost because of their lack of compassion for a family that have suffered the pain of loosing a child to SIDS ?
versus
How many customers would Jetstar have gained if the story was reversed ?
It's not like it was going to cost Jetstar the world to show just a little compassion given the circumstances, but this is the filth that has crept into the industry since executive bonuses, profit and shareholder satisfaction has overtaken the prioritys of safety and customer/staff satisfaction.
Shame on you Jetstar and the QF Group once again.
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I get a bit sick of all the modern day apologists. You make the modern world suck.
Sure they should have been aware they were travelling on a scum bag airline without a conscious and paid bugger all for a ticket and that some where in the fine print it said, we don't have a heart, so if your baby dies don't try and get home with us without expecting o pay again.
I understand the person on the end of the phone, Filipino or Indian most likely, didn't have the to change policy, nor the intelligence to pass the request onto to someone who might be able to deal with such a difficult task.
Some times we all need to stand back and consider the situation, if this was my wife, sister, close friend, how would I be feeling in this situation.
Emotional at least.
Expecting some compassion when trying chage a booking? Absolutely.
Have a dummy spit without thinking when the person on the phone, had trouble communicating with me due to cheap communication systems and a language barrier.
From my point of view and I suspect most non airline readers, the worst type of service by a third rate airline.
Having this story published may educate the general public. They may become more aware of the likely outcome of traveling with this mob, and the result of a family tragedy whilst away.
Sure they should have been aware they were travelling on a scum bag airline without a conscious and paid bugger all for a ticket and that some where in the fine print it said, we don't have a heart, so if your baby dies don't try and get home with us without expecting o pay again.
I understand the person on the end of the phone, Filipino or Indian most likely, didn't have the to change policy, nor the intelligence to pass the request onto to someone who might be able to deal with such a difficult task.
Some times we all need to stand back and consider the situation, if this was my wife, sister, close friend, how would I be feeling in this situation.
Emotional at least.
Expecting some compassion when trying chage a booking? Absolutely.
Have a dummy spit without thinking when the person on the phone, had trouble communicating with me due to cheap communication systems and a language barrier.
From my point of view and I suspect most non airline readers, the worst type of service by a third rate airline.
Having this story published may educate the general public. They may become more aware of the likely outcome of traveling with this mob, and the result of a family tragedy whilst away.
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Does the paper that first raised this story seek documentary proof before publishing articles? Yes, they do. Did they they conduct checks in this case? I am pretty sure the would have because how stupid would they look right now if the family was conducting a scam. So why should Jetstar or any other airline not protect themselves?
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Another piss weak cop out.
There is a difference between,
"sir you will have to provide a death certificate or pay for a new ticket blah blah blah"........
Or,
"gee, I am extremely sorry to hear of your loss. We wll be able to help you, however we will need you to helps by providing some information as well I'm sorry. Let's have a look at the flight availability first blah blah blah........"
H
Having the misfortune of dealing with call centers all to often, I am guessing which version was used. Pay peanuts get monkeys, lose customers.
There is a difference between,
"sir you will have to provide a death certificate or pay for a new ticket blah blah blah"........
Or,
"gee, I am extremely sorry to hear of your loss. We wll be able to help you, however we will need you to helps by providing some information as well I'm sorry. Let's have a look at the flight availability first blah blah blah........"
H
Having the misfortune of dealing with call centers all to often, I am guessing which version was used. Pay peanuts get monkeys, lose customers.
Hmmm,
They purchased a fixed flight ticket that was an agreement for the airline to transport them on a certain flight. Subsequently, circumstances out of the airline's control, the tragic death of a child, make the family want to travel at a different time. The airline accommodates the request in accordance with he terms and conditions of the contract between them when the tickets were purchased. The airline states it will refund the price penalty if the family can offer some proof that the request is truly compassionate.
I see no problem here.
Tickets with flexible travel times are more expensive for a reason. If the family purchased a fixed flight ticket to save money, then they take the risk that changes in travel times will incur an extra charge.
The airline has been completely reasonable by saying it will waive the required fare adjustment if the family can prove their claim. The family will only be out of pocket if they are unable to substantiate their claim.
Where is the injustice?
They purchased a fixed flight ticket that was an agreement for the airline to transport them on a certain flight. Subsequently, circumstances out of the airline's control, the tragic death of a child, make the family want to travel at a different time. The airline accommodates the request in accordance with he terms and conditions of the contract between them when the tickets were purchased. The airline states it will refund the price penalty if the family can offer some proof that the request is truly compassionate.
I see no problem here.
Tickets with flexible travel times are more expensive for a reason. If the family purchased a fixed flight ticket to save money, then they take the risk that changes in travel times will incur an extra charge.
The airline has been completely reasonable by saying it will waive the required fare adjustment if the family can prove their claim. The family will only be out of pocket if they are unable to substantiate their claim.
Where is the injustice?
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Most people on this planet would out of their way to help a family that just lost a child. I feel sorry for you head master if you can't see a problem here.
Technically Jetstar were "legal" morally, bankrupt!
We are of course basing this on media reports, as we judge most issues outside of our direct lives. If the reports are correct it was the way it was handled.
I know if I became aware of a problem like this for a passenger traveling on one of my flights, I would phone who ever needed to be pond to assist the parents involved.
The real answer is don't travel Jetstar.
Technically Jetstar were "legal" morally, bankrupt!
We are of course basing this on media reports, as we judge most issues outside of our direct lives. If the reports are correct it was the way it was handled.
I know if I became aware of a problem like this for a passenger traveling on one of my flights, I would phone who ever needed to be pond to assist the parents involved.
The real answer is don't travel Jetstar.
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They purchased a fixed flight ticket that was an agreement for the airline to transport them on a certain flight. Subsequently, circumstances out of the airline's control, the tragic death of a child, make the family want to travel at a different time. The airline accommodates the request in accordance with he terms and conditions of the contract between them when the tickets were purchased. The airline states it will refund the price penalty if the family can offer some proof that the request is truly compassionate.
But there can be a MASSIVE differance in the way it is delivered. It costs NOT A CENT more and very very little extra time, to show exeptional customer service. A long lost art though I'm afraid...