On Saturday the 7th of March I flew from Adelaide to Sydney along with my wife my son and my 5 month pregnant daughter in law to get our connecting flight to Thailand. On arrival into Sydney we went to pick up our luggage from the Jetstar carousel and out came my daughter in laws bag smashed beyond repair. I then went and spoke to the Jetstar baggage complaints area and was told in no uncertain terms to show me the bag and also Im getting my manager as well. For what reason I dont know. My family and I then went to the baggage area and we were beginning the process of filling out the damage report when that manager came into the area and believe me she was ready to fire. We were trying to explain that the bag wasnt damaged before the flight and that it was smashed beyond repair and we had a connecting flight to Thailand. The manager then took over and stated quite clearly, " We cant be responsible for the way you pack your bag, thats why its smashed" and then followed up with " That type of bag is PRONE to damage anyway" No apology no lets see what we can do to help NOTHING apart from "well you can tape it up for your next flight. This is when things got completely out of hand. We ALL reacted and asked why on earth wouldnt Jetstar take responsibility for the damaged bag and why couldnt they help us. I stated quite clearly that we should go as this was upsetting all of us. Her comment " Just go away" UNBELIEVABLE. I asked for her name to complain and she refused then we were told to leave now or we will be barred from our next flight. My daughter in laws in tears and Im fuming. This is Bullshit I said and we left. Stage 2. So we go to check in at Jetstar international and we're told please attend to the service desk. Then told operations have advised that my family can fly but Im banned for 24 hours as a security risk. WHAT you cant be serious. YEP security risk. Please explain, then Im told that there was a situation at baggage domestic where bad language was used and a racial slur. WHAT. Operations have advised and thats it. We have vision of the incident and thats that. Can I view the same vision and have rite of reply. NO Can I speak to someone from operations to explain and defend our side NO. My wifes in tears and my daughter inlaws in teas. ITS 1 oclock on Saturday and the next flight I can connect with is Monday Morning at 10am. No, this is a warning , no real explanation no rite of reply NO NOTHING. I walked away in disgust booked a flight with Malaysian Airlines and flew out 8 hours later. This is an airline with no customer service, no ability to listen to customer complaints and nothing but a bullish attitude in everything they do. I would rather walk to my next detination than fly Jetstar ever again. Im laying a formal complaint with the ombudsman and Sydney Airline Authority. Time for the people to start telling JERSTAR NO MORE!!
Comments
I hope you all have a
I hope you all have a wonderful holiday. I've read similar stories about JetStar's dreadful public relations and service -- what service?? I will never fly with them again after a much less horrible incident but enough to put me off forever. I also tell everyone. Make sure you do the same.
This is the M.O. of
This is the M.O. of jetstar..Provoke the passenger then deny all .
One has to be very careful while discussing issues with their staff.
always record dealing with
always record dealing with them on your phone
It really says something when
It really says something when people will choose Malaysian over Jetstar! Jetstar is THE worst airline ever!
Since then I lodged a formal
Since then I lodged a formal complaint with Jetstar and the Sydney Airport Authority and requested confirmation that Jetstar had requested and viewed the footage of the alleged incident. After a couple of follow up emails I was advised that they hadnt requested it or viewed it. ABSOLUTE DISGRACE> I intend sueing Jetstar and the manager separately and Ive lodged a formal complaint with the Airline Ombudsman.
This was Jetstars final
This was Jetstars final response ABSOLUTE ARSEHOLES>
Mr Hales’ booking (reference: XC8EWZ) was created via the Jetstar website on 6 December 2014. Bookings made via the Jetstar website cannot be confirmed without prior acceptance of terms and conditions known as the Jetstar Fare Rules and Conditions of Carriage.
Jetstar refers to its Conditions of Carriage which relevantly provide the following:
10.1 Refusal of carriage
Even if you have a Booking, we may refuse to carry you and your Baggage if any of the following circumstances have occurred or we reasonably believe will occur:
• if you have used threatening, abusive or insulting words towards our ground staff or a member of the crew of the aircraft or otherwise behaved in a threatening manner,
In any of the situations in this 10.1, we may remove you from a flight, even after you have boarded, without any liability on our part, and cancel any subsequent flights on us on your Itinerary Receipt.
Jetstar confirms Mr Hales behaved in an aggressive manner towards its airport staff on 7 March 2015 and they subsequently decided to exercise their right to offload him as per the Conditions of Carriage.
Jetstar confirms that, in situations where passengers become extremely aggressive, its staff may contact Qantas Group Security who may place the passenger on a ban from travel on any Qantas Group airline. Jetstar staff and Qantas Security are not required to view any airport security footage in order to implement such bans.
Jetstar’s response to the customer’s requested outcome:
Jetstar is unable to provide compensation for Mr Hales’ airfare purchased with another carrier in accordance with its Conditions of Carriage.
Mr Hales’ baggage complaint was resolved separately under ACA reference ACA1500127AG.