Safe to say I'm never flying with Jetstar again!
After a three hour delay on my flight from Tokyo (Narita) to Melbourne today, the flight was eventually cancelled due to issues with the aircraft itself - to be honest I wasn't comfortable getting on a plane that was experiencing faults anyway. We were not informed until after the flight was cancelled what the problem was, and I had to periodically investigate online how long the delay would be, as we were not informed at all. None of the staff knew what was happening, and just told us to sit tight until further notice.
Once the flight was cancelled, we were given the option of staying another night in Tokyo (presumably at the airlines expense) and being put on the same flight the following day, or being put on a flight this evening with a three hour stopover in Cairns. I chose the latter option, as I am struggling for money at the moment and just wanted to go home.
I was awarded a seat on the flight to Cairns after 'live-chatting' with a member of staff on the Jetstar website. It was difficult to communicate as the member of staff was unwilling to give straight 'yes/no' answers, and would instead skirt around the questions. When I inquired about compensation, or a partial refund for my flight (as the flight I had been booked onto was definitely cheaper than my original flight), I was told that unless I cancelled the flight altogether, I was not entitled to a refund. The most I was offered was a $10 (AUD) voucher that entitled me to food on the plane.
We were instructed to back to the check in counter to re-check in our baggage. There were huge queues in every direction, none of the passengers were sure where they were meant to be, and the staff didn't seem to know either. I was moved from one queue to the next, and after waiting in standstill queues for 15 minutes I asked a member of staff where I should be, when she took me back to the original queue I had been in. I complained and explained my situation, when she then kindly brought me to the front of the check-in for my flight to Cairns.
I checked in without any problems, but was concerned about receiving my voucher (as mentioned previously I do not have any money, and the prospect of being sat on a Jetstar flight for around 16 hours without food was not a pleasant thought) and so enquired at check-in. What I received instead was a voucher for 1000 yen, that could only be used in the airport, as opposed to on the aircraft. When I questioned this, I was told I would have to speak to the cabin crew when on board about the possibility of further compensation.
I was concerned that this would cause further issue, so once at the boarding gate (where I am currently sat waiting for my flight) I contacted Jetstar live chat again, and expressed my concerns. I was offered a $50 AUD voucher, which I could not use on this flight, but would be able to use on future flights. When I explained that there was no way in hell that I would be flying with Jetstar again, and will not be able to eat for the duration of the flight, due to a cock up from the company, the staff member (Dennis) told me that Jetstar could redeem anything I spend up to 3000 yen, providing I kept the receipts. I reminded him that I do not have 3000 yen, and then I was simply told there was nothing they could do as I was already at the airport. OF COURSE I was already at the airport, I was meant to be flying seven hours ago!
I have accepted the useless $50 voucher, which will be in my inbox in 48 hours. I have also complained to the woman at the boarding gate, and am awaiting news as to whether I will be able to eat anything at all over the next 16 hours. Fingers crossed, but after the day I've had here I don't hold out much hope.
I am a young person, travelling solo, with almost no money, just trying to get home. I am meant to be moving house tomorrow, and this added stress was totally unnecessary and utterly unavoidable. Thank you Jetstar, for making this the worst flying experience of my life.