Don't Fly Jetstar A place to share your Jetstar complaints.

Customer Service

Submitted by Anonymous on Tue, 03/05/2011 - 20:44

We were saddened by the lack of Customer Service last night on flight JQ 529, when a young mother with a child in arms travelling by herself was left to struggle down external stairs to tarmac, up stairs to enter plane with her personal & babies hand luggage with no help or offer of by assistance ground or flight personal on plane, not even a kind smile . On arrival, a repeat of lack of care & assistance .Any injury to child or herself would have been the direct course of the lack of care .After being in customer service all my life I have never witnesssed such lack of care and also this mother was clearly distessed. My husband
& myself helped as much as we could, so come on Jetstar - this is not good enough !!!!

Domestic
Australia-Sydney
Australia-Melbourne - Tullamarine
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Comments

Am I surprised? No way!

Submitted by Anonymous on Tue, 03/05/2011 - 21:09

Am I surprised? No way!

Terry - what if every

Submitted by Anonymous on Wed, 04/05/2011 - 02:00

Terry - what if every passenger happened to have a child in arms and baggage. You're talking about a budget airline who operates on a few staff as possible. The staff aren't expected to offer to carry someones bags or child. However I have been on Jetstar flights in the past and seen crew lifting and carrying small children up and down the plane. It depends on the crew, but they are in no way required. It actually can be a health and safety risk. Honestly, people just loooooove paying peanuts and then complaining.

it doesn't matter how much u

Submitted by Anonymous on Wed, 04/05/2011 - 11:06

it doesn't matter how much u pay... customer service is customer service.
sure can be a health & safety risk... but wouldn't hurt anyone to say "how can I help u" with a smile...???

Anonymous - I know you're the

Submitted by Anonymous on Wed, 04/05/2011 - 12:38

Anonymous - I know you're the same person because you always say that Jetstar is a budget airline and that gives them excuse for bad customer service.
Jetstar state on their website that they striving for good customer service and yet they still don't display any of it.
So stop saying "people paying peanuts and then complaining" as I have paid the same fair with another airline and have received excellent customer service. (and yes, even help with my luggage when I had a child with me)

If you cant manage your own

Submitted by Anonymous on Wed, 04/05/2011 - 14:57

If you cant manage your own children, close your legs!

it is not the airlines

Submitted by Anonymous on Wed, 04/05/2011 - 15:01

it is not the airlines responsibility to assist people who carry their own baggage or look after their own children. I would suggest flying business class with QF or getting the bus if it all seems too much to cope with...

What is next? Option to pay

Submitted by Anonymous on Wed, 04/05/2011 - 20:18

What is next? Option to pay $10 extra for a smile?

Anne - you are in some ways

Submitted by Anonymous on Thu, 05/05/2011 - 02:24

Anne - you are in some ways correct, but it IS a workplace health and safety risk. People need to manage their own belongings. I do agree that a smile or small gesture of help would not go astray.

I agree that people need to

Submitted by Anonymous on Thu, 05/05/2011 - 09:29

I agree that people need to manage their own belongings but some people may have the necessity to fly on their own with children due to their circumstances. A bus may be an option, yes, but what if there is a need for urgent travel?
What's lacking here is basic customer service. Low cost airline or not, they have a duty to follow their own customer service guarantee namely:

"1. Your safety is our highest priority

2. We commit to provide the lowest fares with our ‘Price Beat Guarantee’*

3. Our team are always here to help, 24 hours a day, 7 days a week

4. We’ll let you know your choices if your flight is changed before you travel

5. We’ll keep you updated and provide options if things don’t go to plan on the day

6. You will get what you paid for

7. You can have confidence in how quickly we will respond to an issue

8. You can have confidence in how quickly we will refund your money

9. We share your passion for protecting our environment

10. We commit to the privacy of your personal information"

crew are not covered if they

Submitted by Anonymous on Thu, 05/05/2011 - 14:44

crew are not covered if they are injured by helping pasengers with bags and babies. she should have checked her bags in and brought a handbag if she couldnt cope. its not jetstars responsibility

Argue all you want.. but

Submitted by Anonymous on Fri, 06/05/2011 - 01:15

Argue all you want.. but next time fly with a different airline.. Reading the pro-Jetstar comments on this page is the greatest advertisement for Virgin anyhow..

Would this issue not come

Submitted by Anonymous on Fri, 06/05/2011 - 18:15

Would this issue not come under the "Independent Traveller" clause which you agree to when you buy your ticket?
http://www.jetstar.com/au/en/planning-and-booking/at-the-airport/specifi...

yeah, i agree phil. all the

Submitted by Anonymous on Fri, 06/05/2011 - 20:15

yeah, i agree phil. all the sad sacks sticking up for jet star by quoting the lame "policies" is the perfect promotion tool for other, much better, airlines. so jet star rats, keep it up! youre only digging yourselves deeper!