Need advice on Jetstar issue asap
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Need advice on Jetstar issue asap
Hi, before I begin I would quickly like to explain that I am not a pilot, but have a few mates who fly for various airlines, and they recommended I post my gripe on here.
here we go:
So I was supposed to leave on a 11am flight from Melbourne to Singapore today (and then on to Phuket) on Jetstar. Arrived 2 hours before flight and checked in. Went through customs, all good.
JUST before we were supposed to board, a message saying a 2 hour delay. No biggie.
1 hour, 55 minutes later, ANOTHER 2 hour delay. So I went looking for a Jetstar person. But as I was already in International terminal, there wasn't yet a single Jetstar representitive in there!
And then half way through this delay, they announce it will be another 5 hours!
Now I'm not the most impatient bloke, but 5 hours stuck in International lounge is too much. So I tried to exit, but Customs told me "you leave, you forfeit your ticket"..!
So I tried another guy and same answer. Unhappy, I called Jetstar from their own boarding gate, and was told that I couldn't leave the International terminal! I was a prisoner!
So waited my 5 hours, and with 10mins to go, another announcement, and I type it word for word:
"Dear Jetstar customers, we had an initial technical problem and attempted to replace the part. Unfortunately this part wasnt satisfactory, so we tried a second part, which we were also unhappy with. So we regret to announce the flight has been cancelled. You will be provided more information when you exit customs".
Damn it.
So jump in elevator down to "arrivals" and walk through to customs. Well at 8pm, customs is in meltdown - and we have to line up!
By the time the guy asked me if I had anything to declare, I could have nearly punched him..
So we exit customs, collect our bags, and the Jetstar lady (one lady for 200 odd passengers) tells us that they will take us to a hotel for the night. So we get on this bus (I am now on) and THEN they inform us that they are putting us in the Novotel in CRESWICK - BALLARAT!
What. The. Hell.
How is this legal? I came here because I don't know where else to go at this point in time. We are being repeatedly left in the dark, and then forced to do what they want once trapped!
So this bus is due to arrive at 11:30pm tonight, and they said we MUST be on the bus at 4:30am, or we miss the flight. No food allowance, since we aren't there for either meal time.
Again, how is this legal. Why am I on a bus to Ballarat when my ticket says "Phuket"..
I am shattered.
Please, anyone who knows what is going on, let me know what I should do.
here we go:
So I was supposed to leave on a 11am flight from Melbourne to Singapore today (and then on to Phuket) on Jetstar. Arrived 2 hours before flight and checked in. Went through customs, all good.
JUST before we were supposed to board, a message saying a 2 hour delay. No biggie.
1 hour, 55 minutes later, ANOTHER 2 hour delay. So I went looking for a Jetstar person. But as I was already in International terminal, there wasn't yet a single Jetstar representitive in there!
And then half way through this delay, they announce it will be another 5 hours!
Now I'm not the most impatient bloke, but 5 hours stuck in International lounge is too much. So I tried to exit, but Customs told me "you leave, you forfeit your ticket"..!
So I tried another guy and same answer. Unhappy, I called Jetstar from their own boarding gate, and was told that I couldn't leave the International terminal! I was a prisoner!
So waited my 5 hours, and with 10mins to go, another announcement, and I type it word for word:
"Dear Jetstar customers, we had an initial technical problem and attempted to replace the part. Unfortunately this part wasnt satisfactory, so we tried a second part, which we were also unhappy with. So we regret to announce the flight has been cancelled. You will be provided more information when you exit customs".
Damn it.
So jump in elevator down to "arrivals" and walk through to customs. Well at 8pm, customs is in meltdown - and we have to line up!
By the time the guy asked me if I had anything to declare, I could have nearly punched him..
So we exit customs, collect our bags, and the Jetstar lady (one lady for 200 odd passengers) tells us that they will take us to a hotel for the night. So we get on this bus (I am now on) and THEN they inform us that they are putting us in the Novotel in CRESWICK - BALLARAT!
What. The. Hell.
How is this legal? I came here because I don't know where else to go at this point in time. We are being repeatedly left in the dark, and then forced to do what they want once trapped!
So this bus is due to arrive at 11:30pm tonight, and they said we MUST be on the bus at 4:30am, or we miss the flight. No food allowance, since we aren't there for either meal time.
Again, how is this legal. Why am I on a bus to Ballarat when my ticket says "Phuket"..
I am shattered.
Please, anyone who knows what is going on, let me know what I should do.
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This should be an interesting and short thread.Jetstar have upped their customer service. You now get a hotel. It is awful but that is where aviation is headed. 
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From the letter i see:
Please see local Jetstar staff for your new flight details.
If you have an onward connection with Qantas or Jetstar, you’ll be re-seated onto the next available connection. Please see Jetstar staff for more details for more information.
If Melbourne is not your home location Jetstar will endeavour to provide you overnight accommodation. Alternatively if you organise your own accommodation, Jetstar will reimburse you up to the value of AUD$150 per room. We’ll also provide phone credit up to the value of AUD$5.00, dinner up to the value of AUD$35.00 and breakfast up to the value of AUD$15.00 per person upon the provision of receipts.
Please forward these receipts, the completed payment authority form, and a copy of this letter to Jetstar Customer Care:
By Fax: +61 3 9277 7905 or Post: Po Box 635, Sunshine, Victoria, Australia 3020.
We will provide you a Jetstar Travel Voucher to the value of AUD100 for you to redeem on future Jetstar services. Please follow the steps below to collect your travel voucher.
Please see local Jetstar staff for your new flight details.
If you have an onward connection with Qantas or Jetstar, you’ll be re-seated onto the next available connection. Please see Jetstar staff for more details for more information.
If Melbourne is not your home location Jetstar will endeavour to provide you overnight accommodation. Alternatively if you organise your own accommodation, Jetstar will reimburse you up to the value of AUD$150 per room. We’ll also provide phone credit up to the value of AUD$5.00, dinner up to the value of AUD$35.00 and breakfast up to the value of AUD$15.00 per person upon the provision of receipts.
Please forward these receipts, the completed payment authority form, and a copy of this letter to Jetstar Customer Care:
By Fax: +61 3 9277 7905 or Post: Po Box 635, Sunshine, Victoria, Australia 3020.
We will provide you a Jetstar Travel Voucher to the value of AUD100 for you to redeem on future Jetstar services. Please follow the steps below to collect your travel voucher.
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What do you expect them to do? Cancellations happen in the airline industry.
Also CZ had a flight cancelled into Melbourne today, so not just JQ it seems.
Also CZ had a flight cancelled into Melbourne today, so not just JQ it seems.
Last edited by Someperson; 17th Nov 2011 at 11:25.
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What do I expect? When my ticket says "Phuket", I don't expect to be in Ballarat for the night. That is flat out ridiculous. And not one of those other options were offered to any of us on this bus.
Don't get me wrong, I've flown for some time now, and can handle delays, and even cancellations. But busing us off to Ballarat with no food allowance is what I believe, completely disgusting.
How can any sane person, knowing that we wouldn't get there till 11:30pm and are required to leave at 4:30am, book a hotel at Ballarat? Is the olympics or something on in Melbourne this Thursday night?
Don't get me wrong, I've flown for some time now, and can handle delays, and even cancellations. But busing us off to Ballarat with no food allowance is what I believe, completely disgusting.
How can any sane person, knowing that we wouldn't get there till 11:30pm and are required to leave at 4:30am, book a hotel at Ballarat? Is the olympics or something on in Melbourne this Thursday night?
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Boston Bruce is on to it!
Some consultants have been called in to audit the cancellation procedures, evaluate the impact the delay had on OTP, audit the accommodation for compliance and generally make a small additional fortune.....
Oh yeah I almost forgot, the passengers, what passengers?????
Some consultants have been called in to audit the cancellation procedures, evaluate the impact the delay had on OTP, audit the accommodation for compliance and generally make a small additional fortune.....
Oh yeah I almost forgot, the passengers, what passengers?????
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Sorry mate but you get what you pay for.
They are crap and you get crap, what do you expect. Sorry to say.
It is not a full service mob and their cancel rate is very high, especially for the later flights of the day.
Have a whinge to customer service but the place is 'run' by gen y's who don't give a rat's jetstar
They are crap and you get crap, what do you expect. Sorry to say.
It is not a full service mob and their cancel rate is very high, especially for the later flights of the day.
Have a whinge to customer service but the place is 'run' by gen y's who don't give a rat's jetstar
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What do I expect? When my ticket says "Phuket", I don't expect to be in Ballarat for the night. That is flat out ridiculous. And not one of those other options were offered to any of us on this bus.
Don't get me wrong, I've flown for some time now, and can handle delays, and even cancellations. But busing us off to Ballarat with no food allowance is what I believe, completely disgusting.
How can any sane person, knowing that we wouldn't get there till 11:30pm and are required to leave at 4:30am, book a hotel at Ballarat? Is the olympics or something on in Melbourne this Thursday night?
Don't get me wrong, I've flown for some time now, and can handle delays, and even cancellations. But busing us off to Ballarat with no food allowance is what I believe, completely disgusting.
How can any sane person, knowing that we wouldn't get there till 11:30pm and are required to leave at 4:30am, book a hotel at Ballarat? Is the olympics or something on in Melbourne this Thursday night?
Not a good start to your trip, but chalk it up to experience. Low cost is not always the best, and can end up costing more than a premium ticket with a few more "get out" clauses in them.
Hope it all works out for you in one way or another.
Fly with a proper airline
The problem is, there are no real airline people (except Borghetti taking real Qantas Staff to VJ) running airlines in Australia.
My suggestion (may not help your deplorable situation immediately, but might help longer term) is to send the email above to Senator Xenophon. I think it might help add to the appalling body of evidence regarding Jetstar and Qantas at the recent parliamentary enquiry. They heard from management and staff, but not from passengers. I'd give it a go. It certainly won't hurt and people should know about what has happened to you. Its all too common and believe me, you have the sympathy of the 'old guard' at places like Qantas - where this sort of thing never used to happen.
FYI your experience is exactly the sort of rubbish behaviour Qf unions are riled about. The lack of concern shown in this thread is nothing against you, but a symptom of how 'we' get treated at work by the same despicable characters who see airlines as a way to earn themselves tens of millions through clever use of 'get out' clauses and financial engineering.
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The great lie of Australian aviation at the moment is the pup sold to consumers in relation to low cost carrier service.
In Europe an LCC is just that. If the aircraft breaks then you lose.
Passengers there understand its not a full service carrier, so if it doesnt fly due mechanical they won't go at all and they have to purchase again.
In Australia, passengers expect to pay nearly nothing, but get full service and then when it doesnt work out they bleat like stuck pigs.
Suck it up mate, you got what you paid for.
If you wanted to 'insure' yourself against delay, cancellation, death and disease you would have paid full price on Thai or QF.
I feel for you, but you have to understand that your predicament is do to your risk taking and is not Jetstars fault.
Good luck
In Europe an LCC is just that. If the aircraft breaks then you lose.
Passengers there understand its not a full service carrier, so if it doesnt fly due mechanical they won't go at all and they have to purchase again.
In Australia, passengers expect to pay nearly nothing, but get full service and then when it doesnt work out they bleat like stuck pigs.
Suck it up mate, you got what you paid for.
If you wanted to 'insure' yourself against delay, cancellation, death and disease you would have paid full price on Thai or QF.
I feel for you, but you have to understand that your predicament is do to your risk taking and is not Jetstars fault.
Good luck
Mohikan,
I agree with you but AJ would have you believe that LCC's are the only way you can run an airline.
People should be very aware of three things:
1) He will turn Qantas into a LCC unless he is stopped.
2) LCC's only make money by charging a lot for a little, and
3) The goal of any LCC is to work out how to become a full service carrier so they can charge a reasonable price before they go broke or kill people.
The only airline exec in the world intent on turning a rolled gold brand into a trashy LCC is our very own AJ. He has the keys to something every LCC CEO wants, but he simply lacks the competence to know how to use them..
I agree with you but AJ would have you believe that LCC's are the only way you can run an airline.
People should be very aware of three things:
1) He will turn Qantas into a LCC unless he is stopped.
2) LCC's only make money by charging a lot for a little, and
3) The goal of any LCC is to work out how to become a full service carrier so they can charge a reasonable price before they go broke or kill people.
The only airline exec in the world intent on turning a rolled gold brand into a trashy LCC is our very own AJ. He has the keys to something every LCC CEO wants, but he simply lacks the competence to know how to use them..