My wife(on wheelchair)&I flew 3 Jetstar flights within one week,October 21-27,2015:
Arriving at the check in desk an hour earlier,we were told that it was too late to take our own wheelchair to plane entrance door.So we used the airport wheelchair,which was alright and on the arrival there was a few confusion about the wheelchair delivery, but it ended up OK.
At the check-in desk we emphasized about our wheelchair at Melbourne airport.But when we stepped down from the plane on arrival,we had to wait for more than 10 minutes in the cold and windy night with another disabled passenger.Finally her wheelchair came but not ours.We were told sternly by male and female ground officials to walk to the terminal building and told us to inform them prior to the flight.When I said we did,she just said she was not informed,which was totally unacceptable and irresponsible.
So we walked very slowly and awkwardly through the coming departure passengers till we got to the building.Thank god she managed to give us an airport wheelchair,left us struggled embarassedly through crowded departure passengers.
3.JQ29,October27,2015. 2.35-7.50 pm. Melbourne-Bangkok.
Arriving at the check-in desk more than 3 hours earlier,I again emphasized about the wheelchair delivery at the plane exit door on arrival in Bangkok.She assured me and told me to also informed the air crew,which I did.
But at the boarding gate,you couldn't believe it.This was our first time in our lives to be asked to board last.One of the ground hostages said there was not enough time to load our wheelchair if we took it up to to entrance door.So it was taken away to load together with a twin-pram belonging to other young parents.The parents with little kids(1 1/2-3years old) and a baby had to walk on board with other business class passengers.
And lastly,a blind passenger was helped to walk on,2other disabled passengers were taken on wheelchairs. My wife and I were left behind to wait,then one of the ground hostages asked us to walk and helped to carry my wife's bag.So we frustratedly walked along for 10-15 metres,thank god she came back with a wheelchair.I complained furiously about the inconsistent procedures on taking care of disabled passengers I had experienced within one week on 3 Jeetstar flights.She said different states,airports,domestic or international flights had different regulations,which is irrelevant and nonsense.
I also yelled out loudly complaining on the plane so that other passengers could hear what had been happening.The head crew later came to assure me that my wife would be assisted with a wheelchair on arrival in Bangkk.
I don't want to blame the individual Jetstar employee,because each of them just tried their own way in dealing with the situation.
I BLAME THE JETSTAR AIRLINE FOR NOT HAVING DEFINITE AND WELL-PLANNED POLICY ON TAKING CARE OF DISABLED PASSENGERS AND MAKE SURE ITS EMPLOYEES ALL HAVE GOOD SERVICE MINDS?
Note:From our past experiences with standard procedures on taking care of disabled passengers of many airlines(domestic and international):-
-disabled passengers board first
-disabled passengers are always taken on wheelchairs(own or airport)
-on arrival,a wheelchair will be delivered for each disabled passenger at the plane exit door and wheeled away by either accompanied passenger or airport official(with a special nurse in Kazakstan)
I doubt if we would recommend our friends to fly Jetstar in the future !