Jetstar- Rude Ground Staff
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Jetstar- Rude Ground Staff
On three occasions now, whilst checking in on Jetstar flights at Melbourne Airport, I have witnessed several incidents where Jetstar passengers have missed their flights by seconds.
Some of these people were understandably upset and vented their frustration by telling the JS ground staff what they think about the airline, and this does cause undue strees for these staff, but this is no excuse for very poor customer service on the part of the ground staff supervisors. I understand how important it is for flights to depart on time and that there are probably quite complex and justified reasons for JS to close out flights for checkin 30 minutes prior to scheduled departure time, but again, this does not justify rudeness towards customers.
On one occasion I overheard a plain clothes JS officer (i assume was a supervisor) tell a female passenger, who was taking her time deciding whether or not to pay a flight change fee, "hurry up as my staff do not have the time to wait for you to make up your mind". The woman became quite distraught and when she told this supervisor chap that he was rude he told her to pick up her bag and move on as JS do not have time for passengers who are late.
On my most recent flight I checked in within the alloted time and waited at the Melboune checkin area for a colleague to arrive. Unfortunately my friend arrived 3 minutes too late and as a consequence could not be checked in. I waited with her whilst she tried to arrange another flight. Wholst we were waiting, the same supervisor as described in the earlier incident walked up to us and asked where we were travelling to. I explained the situation and asked if their was any way of getting my friend on the flight. We were abruptly told "No! As YOU are late you cannot be accomodated on this flight and will need to pay a fee in order to travel on the next service". I added that I was actually checked in and reiterated that it was my friend that had missed the flight. After hearing this the supervisor stared at me in a rather intimidating way and said that I should be at the gate and ordered me to leave the checkin area or he would have me offloaded. At this point in time there was still 25 minutes before the flight was due to depart. Rather than argue with this imbecile, I left my friend and boarded my flight and for most of the morning I was fuming over the way myself and my colleague had been treated.
I work for a aviation consulting company and as far as I am concerned this chap should not be employed in a customer service environment let alone as a supervisor. JS ground staff who find reason to act in such a rude and un sympathetic manner should realise that the only reason they get paid is because people choose to fly on their planes.
On a good note the inflight service is great.
Has anyone else had problems with jS on the ground or is it just me?
Some of these people were understandably upset and vented their frustration by telling the JS ground staff what they think about the airline, and this does cause undue strees for these staff, but this is no excuse for very poor customer service on the part of the ground staff supervisors. I understand how important it is for flights to depart on time and that there are probably quite complex and justified reasons for JS to close out flights for checkin 30 minutes prior to scheduled departure time, but again, this does not justify rudeness towards customers.
On one occasion I overheard a plain clothes JS officer (i assume was a supervisor) tell a female passenger, who was taking her time deciding whether or not to pay a flight change fee, "hurry up as my staff do not have the time to wait for you to make up your mind". The woman became quite distraught and when she told this supervisor chap that he was rude he told her to pick up her bag and move on as JS do not have time for passengers who are late.
On my most recent flight I checked in within the alloted time and waited at the Melboune checkin area for a colleague to arrive. Unfortunately my friend arrived 3 minutes too late and as a consequence could not be checked in. I waited with her whilst she tried to arrange another flight. Wholst we were waiting, the same supervisor as described in the earlier incident walked up to us and asked where we were travelling to. I explained the situation and asked if their was any way of getting my friend on the flight. We were abruptly told "No! As YOU are late you cannot be accomodated on this flight and will need to pay a fee in order to travel on the next service". I added that I was actually checked in and reiterated that it was my friend that had missed the flight. After hearing this the supervisor stared at me in a rather intimidating way and said that I should be at the gate and ordered me to leave the checkin area or he would have me offloaded. At this point in time there was still 25 minutes before the flight was due to depart. Rather than argue with this imbecile, I left my friend and boarded my flight and for most of the morning I was fuming over the way myself and my colleague had been treated.
I work for a aviation consulting company and as far as I am concerned this chap should not be employed in a customer service environment let alone as a supervisor. JS ground staff who find reason to act in such a rude and un sympathetic manner should realise that the only reason they get paid is because people choose to fly on their planes.
On a good note the inflight service is great.
Has anyone else had problems with jS on the ground or is it just me?
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I would say its not just JQ ground staff, but many so called cumstomer service representatives. Try the banks, they are the same (the Commonwealth really pisses me off). Unfortunately when some people get into a position with just a little power they turn into absolute w@nkers.
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SLF here, only travelled once with Jetstar, last month, Hobart to Syd and I noticed no difference between them, QF or Virginblue. All were courtesy personified, but I was not late, had no problems to put to them. Jetstar seating seemed a little tight, on the BA side of uncomfortable. Cabin crew on Jetstar were very pleasant but I had no need to interact with them since I don't bother with buying food etc on planes. Clearly rudeness is uncalled for and ozijets experience is unfortunate but if he really wants to experience unpleasant customer service try any of the airlines found in the US. Over here in Europe I'm told Ryanair is the one to go for but I personally have not had any experience of them. In terms of cabin crew however I am sorry to say that there seems to be a downturn in customer service on QF internationally. I've noticed the non-Australian cabin crew members who take over as crew in Singapore or Bangkok to Europe are very off hand, peremptory and not willing to engage with the customer. I don't mean having a joke, I mean simple acknowledgement of one's existence eg "Good morning" or "excuse me".
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moaning passangers
you know what,imagen this !!!
100's of passangers shouting at you,moaning at you,throwing insults at you,threatning you,screaming in your face and once just once you have had enough cos your delaying the aircraft so its passangers dont come screaming out the sky at 500 miles per hour from 36000ft im a silly metal tube and kill everyone on board thats what you passangers dont realise so next time you feel like giving someone greef in a airport or slagging off a airline you put yourself in there shoes and get all the facts first cos delays dont happen just to anoy you they happen to ensure your safety!!!!!
100's of passangers shouting at you,moaning at you,throwing insults at you,threatning you,screaming in your face and once just once you have had enough cos your delaying the aircraft so its passangers dont come screaming out the sky at 500 miles per hour from 36000ft im a silly metal tube and kill everyone on board thats what you passangers dont realise so next time you feel like giving someone greef in a airport or slagging off a airline you put yourself in there shoes and get all the facts first cos delays dont happen just to anoy you they happen to ensure your safety!!!!!
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My experience of check in staff on Jet*, Qantas and VB is that they are generally very helpful and friendly. Far superior to the USA people who tend to be very impersonal and distant and generally better than the Brits who whilst helpful are usually more formal.. Experienced a 1 hour delay with Jet* on my last visit and 3 announcements were made advising passengers on progress with the flight, never had it as good as that..
It does seem as though the supervisor in Mel needs to be taught his job again, although my experience is that fellow passengers cause far more trouble than airline staff..
It does seem as though the supervisor in Mel needs to be taught his job again, although my experience is that fellow passengers cause far more trouble than airline staff..
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Say What..
cos your delaying the aircraft so its passangers dont come screaming out the sky at 500 miles per hour from 36000ft im a silly metal tube and kill everyone on board thats what you passangers dont realise
us, are you wishing to be taken seriously?
Join Date: May 2007
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I guess this sums it up
Consumers can Qantas quality
May 29, 2007 07:50am
Herald Sun
AUSTRALIA'S national carrier Qantas has been voted worst international airline in a consumer survey.
The survey of 4000 subscribers to consumer magazine Choice also found Qantas' low-cost subsidiary Jetstar to be the worst domestic airline.
Singapore Airlines was voted top international airline while minnow Regional Express was the favoured domestic operator.
Choice asked subscribers to rate airlines for value for money, booking processes, convenience, the check-in procedure, inflight service, including food and entertainment, as well as seat comfort, legroom and cleanliness.
Qantas scored 63 per cent compared to Singapore Airline's 78 per cent.
On the domestic front, Qantas fared little better with a 67-per-cent rating, with consumers labelling the service "arrogant and aloof", while Jetstar scored just 62 per cent.
One respondent described Jetstar staff as "uniformly surly, unhelpful and most definitely unwelcoming".
Regional Express won a survey-high rating of 79 per cent followed by Virgin Blue with 71 per cent.
"Virgin Blue staff attempt to make what is a reasonably unpleasant experience flying with a no-frills service, light-hearted and enjoyable," one respondent said.
One possible reason Qantas may have fared so poorly is that people may be more critical of their national carrier, the magazine suggested.
Travellers said they continued to fly with Qantas to earn frequent flyer points even though they rated the airline significantly lower than average.
- AAP
May 29, 2007 07:50am
Herald Sun
AUSTRALIA'S national carrier Qantas has been voted worst international airline in a consumer survey.
The survey of 4000 subscribers to consumer magazine Choice also found Qantas' low-cost subsidiary Jetstar to be the worst domestic airline.
Singapore Airlines was voted top international airline while minnow Regional Express was the favoured domestic operator.
Choice asked subscribers to rate airlines for value for money, booking processes, convenience, the check-in procedure, inflight service, including food and entertainment, as well as seat comfort, legroom and cleanliness.
Qantas scored 63 per cent compared to Singapore Airline's 78 per cent.
On the domestic front, Qantas fared little better with a 67-per-cent rating, with consumers labelling the service "arrogant and aloof", while Jetstar scored just 62 per cent.
One respondent described Jetstar staff as "uniformly surly, unhelpful and most definitely unwelcoming".
Regional Express won a survey-high rating of 79 per cent followed by Virgin Blue with 71 per cent.
"Virgin Blue staff attempt to make what is a reasonably unpleasant experience flying with a no-frills service, light-hearted and enjoyable," one respondent said.
One possible reason Qantas may have fared so poorly is that people may be more critical of their national carrier, the magazine suggested.
Travellers said they continued to fly with Qantas to earn frequent flyer points even though they rated the airline significantly lower than average.
- AAP
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Ozijet
I certainly hope you have put in a complaint to Jetstar regarding this person. There is every chance that the company are not aware of his actions and will take steps to improve things if they are made aware of the situation. No company wants there passengers upset.
If you havent taken action then you are no better than the person you are complaining about. Whinging on an anonymous forum might help you vent but it wont improve the situation for other SLF.
If you havent taken action then you are no better than the person you are complaining about. Whinging on an anonymous forum might help you vent but it wont improve the situation for other SLF.
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Thanks for the tip, but no thanks.
I certainly hope you have put in a complaint to Jetstar regarding this person. There is every chance that the company are not aware of his actions and will take steps to improve things if they are made aware of the situation. No company wants there passengers upset.
If you havent taken action then you are no better than the person you are complaining about. Whinging on an anonymous forum might help you vent but it wont improve the situation for other SLF.
If you havent taken action then you are no better than the person you are complaining about. Whinging on an anonymous forum might help you vent but it wont improve the situation for other SLF.
I think avconsult has summed it up and it appears that J* management do not give a rats clacker.
And by the way, dont go comparing me to that imbecile I described earlier just because I dared to have a 'whinge' about him. The more people that know about this twit, the better.
If J* dont know about this bloke by now then tough titties I say. They can live with the consequences which may mean that SLF will listen to the press and vote with their feet.
Thanks for listening.
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Never flown Easyjet or Ryanair then have you?
These comapnies run the airlines like busses. Arrive in time. get on the bus, arrive late miss the bus.
All of your examples were people who arrived late.
They missed the bus. If you want fantastic customer service, pay more for your flights. If you want a cheap service that runs like a bus company, then arrive in good time.
These comapnies run the airlines like busses. Arrive in time. get on the bus, arrive late miss the bus.
All of your examples were people who arrived late.
They missed the bus. If you want fantastic customer service, pay more for your flights. If you want a cheap service that runs like a bus company, then arrive in good time.
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On three occasions now, whilst checking in on Jetstar flights at Melbourne Airport, I have witnessed several incidents where Jetstar passengers have missed their flights by seconds. Some of these people were understandably upset
People always find a justification as to why they should be accepted and they always base it on being "only a few minutes late". If a passenger who is two minutes late should be checked-in then should a passenger who is 4 minutes late be accepted as well? Where would it end?
With regards to the rude guy at J*, I would write a letter. Sounds like the poor guy needs a change of career anyway!
Last edited by TotalBeginner; 2nd Jun 2007 at 10:17.
