UM ["Unaccompanied Minor"] removed from JQ Flight

[MARTINE]

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This story sounds suitably horrendous

 

[Guvner]

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This story sounds suitably horrendous

Jeepers. I'd go ballistic if that was my son.

 

[eastwest101]

Its not very clear from the articles published so far, but is this a case of flight bookings being made on the Qantas website for Jetstar codeshare flights? Eg JQ2351 SYD-OOL or something like that?

 

[Ade]

Its not very clear from the articles published so far, but is this a case of flight bookings being made on the Qantas website for Jetstar codeshare flights? Eg JQ2351 SYD-OOL or something like that?

That's what I think ... must have been a booking made on QF website for a JQ flight ...

 

[Ade]

This story sounds suitably horrendous

Really bad form by JQ ... and the issue is the passing the ball play by QF and JQ ... my understanding is that the rules of the operating carrier apply. so, it's technically JQ rules. That being said, one'd have to be a complete <<bad word to be filled by the reader>> for separating siblings, especially UMs, travelling unaccompanied ... I mean what were you thinking - did you think that it was a wise idea to take one sibling off the flight? what would have been good is to keep the siblings together, offload both of them and put them on a different flight together ...

Also, I'd like to think that the 13 yo would have told something to the FA about travelling with her brother? May be the FA didn't think before acting?

 

[RooFlyer]

Its not very clear from the articles published so far, but is this a case of flight bookings being made on the Qantas website for Jetstar codeshare flights? Eg JQ2351 SYD-OOL or something like that?

Yes apparently the passengers' parent queried Qantas that the minors would be allowed to travel together. Qantas agent advised, yes but was obviously giving advice for Qantas not for Jetstar policies.

 

[oz_mark]

Jetstar don't provide an unaccompanied minor service, and someone under 12 (the 11 year old) needs to be accompanied by someone 15 or over. Would have been better to remove them both....

 

[MARTINE]

Jetstar don't provide an unaccompanied minor service, and someone under 12 (the 11 year old) needs to be accompanied by someone 15 or over. Would have been better to remove them both....

I think that was the crucial issue - and what the mother said. Imagine how terrified that girl would have been not knowing what happened to her brother. Codeshare flights still display which carrier is involved; in which case she was given incorrect advice that the children could fly (assuming what is reported in story correct).

 

[oz_mark]

I think that was the crucial issue - and what the mother said. Imagine how terrified that girl would have been not knowing what happened to her brother. Codeshare flights still display which carrier is involved; in which case she was given incorrect advice that the children could fly (assuming what is reported in story correct).

But even on Qantas, there may have been a requirement to pay a fee for the 11 year old (depending on supervision requirements). Sounds like some all round bad advice from Qantas, and badly handled by Jetstar.

 

[antycbr]

But even on Qantas, there may have been a requirement to pay a fee for the 11 year old (depending on supervision requirements). Sounds like some all round bad advice from Qantas, and badly handled by Jetstar.

Probably getting advice from Fiji or South Africa

 

[dajop]

But even on Qantas, there may have been a requirement to pay a fee for the 11 year old (depending on supervision requirements). Sounds like some all round bad advice from Qantas, and badly handled by Jetstar.

Yes on QF, the 11yo or less cannot travel unsupervised (by staff) unless the older sibling is 15 years or older. So on QF two choices, the 13 & 11 yo travel together as unaccompanied minors, paying the appropriate fees for both, or the 11yo and 13yo travel separately, with the 11 yo as unaccompanied minor (fee paid) and 13 yo as young adult (no fee paid).

So it seems the advice was wrong even for QF operated flight. That a QF call centre would hand out incorrect advice, would surprise almost none of us.

 

[Hvr]

The original booking included their father, however due to a sudden change in work commitments — he was no longer able to travel and was taken off the ticket.

This is where the problem began.

https://www.news.com.au/travel/travel-updates/incidents/11yearold-booted-off-jetstar-flight-for-not-travelling-with-an-adult/news-story/c492978845b7e522ee1278e950fd3e0e

 

[moa999]

And a 3 second google search would have brought up the fact that the accompanying passenger has to be 15+ on JQ

Wonder whether the QF call centre person was made aware the flight was on JQ.

 

[kangarooflyer88]

Saw this news item appear whilst scanning the headlines:

Child, 11, kicked off Jetstar flight over booking misunderstanding

9now.nine.com.au

Basically two children (one 13 and the other 11) were supposed to fly with their father from SYD to OOL on a QF marketed flight. Father was called out to work last minute and so kids would need to fly alone. Mom calls Qantas to confirm that this is alright and they indicate yes it's fine since one of the children is old enough to supervise the other. Mom calls back later to double check and they agree everything is fine. Fast forward to day of departure and children as seated on QF marketed flight and flight attendant queries one of the children of their age, they respond they are 11 and are immediately off boarded since they are too young to fly. Child is understandably inconsolable, and when Mom asks gate agent to off board other child to accompany their 11 year old the agent responds flight has already departed too bad!

-RooFlyer88

 

[astrosly]

Not Qantas, Jetstar
Already discussed here UM removed from JQ Flight

 

[MARTINE]

Not Qantas, Jetstar
Already discussed here UM removed from JQ Flight

Yes
But as a customer if I book QF - I ring QF and get advice. Ok - she should have got JQ to confirm if the children could travel - was this ever advised?
If a company is providing a ‘service’ irrespective of who they get to provide it - is it unreasonable the consumer should get service and the right response from where they paid the money?
The byzantine labyrinth behind the scenes is not relevant.
In any case its the denial and obfuscation after the fact from the ‘service provider’ where the real insult arises.
What a gift this could have been to QF to handle this well - turn around public sentiment - hell get John Travolta to fly the family to Disneyland
Once again.

Wheres the PR and marketing team?

 

[moa999]

Wheres the PR and marketing team?

Staying quiet.
Company can't win in these situations. Attacking the customer, even if wrong doesn't play well.

And without a recording of the call hard to know what was said by the Qantas rep.

All I know is the Jetstar policy is pretty easy to find online.

 

[MARTINE]

Staying quiet.
Company can't win in these situations. Attacking the customer, even if wrong doesn't play well.

And without a recording of the call hard to know what was said by the Qantas rep.

All I know is the Jetstar policy is pretty easy to find online.

Are calls recorded?
I recently had a significant consumer issue (which ended up being well resolved) and they accessed the calls

 

[serfty]

Are calls recorded?
I recently had a significant consumer issue (which ended up being well resolved) and they accessed the calls

I believe all calls to large companies such as these are recorded. You could probably stick a years worth on a USB these days ...

 

[Rich]

The issue to me is less about wrong advice or who is at fault (though not great) but how Jetstar allegedly handled it.
The kids managed to board for which Jetstar bears some responsibility, though I understand how easily it could happen at the gate with surrounding adults. But how did they even manage an online or self check-in? When the UM was removed, did Jetstar just dump him or wait till someone could look after him? An 11 year old might freeze up and go quiet, but did they at least ask if he was travelling with someone? A lot if unanswered questions, but the check in ability is the biggest to me.