No Buggy - 4 Month Old Baby

Here is our story... i have just copied and pasted the email that i have sent again and again and again to jetstar.... i have finally sent it to the three email addresses that were posted on this site....

**COMPLAINT**

I am writing to express the trouble and distress that we had with your service on our flight last night (31st October) from Sydney to Melbourne JQ545, which should have been a stress free experience.

We were travelling with our 4 month old baby daughter and had to check our pushchair into the oversized baggage department, which we did with some reservations and i was surprised that we couldn't just push her to the door of the plane and load the buggy there like we have done on previous air travel.

We got to Melbourne at 7.30ish and our pushchair did not. The reason we were told was because the pushchair had become tag-less on the way to the plane and was unable to join the flight. This left us with a complete nightmare. If we had received the pushchair when we was supposed to, along with our other baggage we would've been able to continue our journey by bus to Southern Cross station and then a train home to Frankston. Our baby would have traveled in a safe and warm environment (all our blankets were with the pushchair) and we would have got home at a reasonable time for her last feed.

However, this did not happen. All we were offered in way of compensation for the delayed pushchair was a choice of two grubby filthy broken strollers (the wheels did not even turn properly) which was not suitable to put a 4 month old baby in who cannot yet sit up on her own. By this time my baby was getting very distressed at being at the airport for so long and so was I. There was no other option offered to us and i kept being told i had to write to customer relations - which was not helping me there and then. In the end we had to hire a car from Hertz with a child-seat to get us all safely home from the airport.

Upon receiving my pushchair this morning i was amazed to see that the tag was still on the pushchair! The only reason i can think of for the pushchair being delayed and so much stress caused to us at the end of our relaxing holiday was because it was just simply left around at Sydney airport and not put on the plane in time.

Thanks to Jetstar our baby had a horrific onward journey as we didn't get her home until near midnight before all this was sorted out, therefore I could not warm her last bottle up and feed her in comfort.

I would like to seek financial compensation for the car we had to hire to get us home that cost us $139.67, receipts can be provided. I would be very grateful for a speedy response.

This experience has now given me reservations on ever using Jetstar again for future travel within Australia. Not the fact that the pushchair was delayed, but the matter in which it was handled at Melbourne - we were not helped at all and left stranded with a 4 month old baby (on a cold and wet evening in Melbourne) and all our bags and no reasonable help in getting us home safely. I do suggest that Jetstar invest in some decent, clean, working pushchairs that are suitable for all ages in case this ever happens again to any other passenger. If we were offered something safe and suitable we would have happily accepted it and carried on with our onward journey as intended.

**END**