Jetstar refuses to allow guide dog on flight

[Slats7]

Jetstar refuses to allow guide dog on flight | News.com.au

JETSTAR has been forced to apologise to a visually impaired couple who were not allowed to book their guide dog onto their flight.

Glen Bracegirdle called Jetstar to book flights for himself, his partner, Kathryn Beaton, and her guide dog.


Mr Bracegirdle, who is also visually impaired but does not require a guide dog, says his booking was refused by a clerk who told him “No dogs, no dogs, no dogs”.


Mr Bracegirdle says he then spoke to a manager who cut him off after becoming “quite loud and angry”.


Other Jetstar staff members told him they were unsure about the carriage of guide dogs, with one employee offering the couple a $50 voucher.


The couple have lodged a formal complaint with the Human Rights Commission.

I think it's about time no news updated their Jetstar photo.

 

[serfty]

Obviously a stuff up at the coal face. Interestingly, the article does not indicate where this happened.

JQ do allow "Guide Dogs" and other accredited service animals.

Limited special assistance - Travel information - Jetstar Airways

 

[joeymelb]

I really do prefer the journalist or reporter to disclose everything fully here. There is no mention of the flight origin or where Mr Bracegirdle was located (city would do the trick here) when he tried to make the troubled reservation.

I have a feeling that this incident occurred overseas rather than here in Australia. Even as a Taiwanese migrant to Australia (with limited understanding of the law here), I know that Guide Dogs enjoy a special privilege to board flights, ride in taxis or even go into restaurants. Refusal often result in court actions and hefty fines from Australian judiciary.

Personally, I would assume even the blondest outsourced J* check-in staff in Australia would know well enough to allow guide dogs to board. (Note: no offense to blonds... my wife is a blond and she is pretty smart.)

 

[albatross710]

Wonder if that article will make it into the printed publication.

 

[Dave Noble]

It could perhaps been a flight from a location where no animals are permitted to travel in the cabins

Dave

 

[joeymelb]

Quote: http://www.frequentflyer.com.au/com...-check-staff-too-busy-20460-3.html#post279655

Mr Danger provided a proper link to the article. The couple is from Melbourne.

JetStar really should be punished this time... I can understand if JetStar staff in Asia or one of those ports that view dogs as a secret ingredient in hot pots refusing them boarding. But there is no excuse for JetStar to behave this way in Australia. Shame shame!

 

[serfty]

OK, according to that article, it wasn't even at an Airport.

The problem arose when trying to book over the telephone as described in that link I posted earlier.

This was with call centre staff - me think the outsourced company is going to cop some "liquidated damages" over this one.

 

[medhead]

Seems like a systemic problem to me.

It is illegal to refuse to carry a guide dog in a taxi (in QLD). Not sure about aircraft, but this rule was stressed repeatedly to me during taxi driver training and I would rate it in the top 3 things not to do and iirc one of the few things on a one strike policy to lose your driver authority.

So I would expect that airlines would be in a similar situation and for multiple staff, including (allegedly) a manager, to not know the rules on this seems to be more than just a random lack of knowledge or training.

 

[munitalP]

No News strikes again - I also notice that they got a shot away regarding the wheelchair incident...

"Paralympian Kurt Fearnley spoke of his humiliation last month at being forced to crawl though Brisbane airport after Jetstar took away his wheelchair"

or should it have read....

Paralympian Kurt Fearnley spoke of his humiliation last month after his EGO forced him to crawl though Brisbane airport after Jetstar took away his wheelchair and offered him one that "hey, I just didn't like..."

hmmmm I wonder how much of this article is hyperbole and how much is factual - "No News, never let the truth get in the way of a good story..."

Mr!

 

[serfty]

Seems like a systemic problem to me. ...

It's in relation to the training of outsourced 3rd party staff - the turnover rates are huge:

Jetstar has since apologised and offered the couple free flights as compensation, pinning the problem on several staff members who gave out the wrong information about the company's guide dog policies.

There's at least too people with negative points against their employment profile - if indeed, they did not get the @rse.

If you read in full at the link I posted previously, JQ do indeed cover the requirements quite well.

In fact, the couple have booked and flown JQ with their Guide Dogs before and were simply following the process outlined there.

Jetstar to meet with government over disabled customer incidents after refusing to allow guide dog on flight | Herald Sun

 

[samh004]

Sounds like a few staff got it wrong but you shouldn't bash the whole airline because of them. Afterall, they've flown with them before and got free flights this time.

Out of curiosity, where does the dog sit?
Posted via Mobile Device

 

[joeymelb]

Out of curiosity, where does the dog sit?
Posted via Mobile Device

From my observation, the passenger always seemed to sit around the bulkhead area. A blanket was placed under passenger's feet and there's where the guide dog would sit. That's from some of MEL-SYD/SYD-MEL flights that I took in the past.

Sounds like a few staff got it wrong but you shouldn't bash the whole airline because of them. Afterall, they've flown with them before and got free flights this time.

The thing is, this type of mistake should not have occurred in the first place. Refusal to admit/board/accommodate Guide Dogs is a Federal Offense under Anti-Discrimination Act and Disability Discrimination Act. Yes, it looks like to be the fault of an outsourced call centre, however, JetStar ultimately is the one responsible for using the call centre and those staff members. Ignorance, "Don't Know", "Miscommunication", those are not excuses that will stand in the court of law.

 

[thewinchester]

I don't understand how in this day and age how anyone, regardless of who they work for, doesn't understand that guide dogs can pretty much go anywhere they need to (inc. overseas as most countries are pretty lenient with service dogs subject to all the necessary pre-clearances and vaccinations.

I'm a sighted person, so get me this JQ employee so I can kick them in the cough while wearing a wingtip on behalf of blind people everywhere.

Sorry, little riled up after attending a disability advancement awards ceremony yesterday. Spent a fair bit of time talking with others in the sector gaining an even greater insight into just how far the world has to come in this area. At least thanks to my work our employer walked away with a major feather in the cap in this area.

 

[Danger]

From my observation, the passenger always seemed to sit around the bulkhead area. A blanket was placed under passenger's feet and there's where the guide dog would sit. That's from some of MEL-SYD/SYD-MEL flights that I took in the past.

Okay, I've just twigged. It's taken some time, but I've got there. I naturally assumed (naively) that JQ had refused to carry the dog in the hold. Yes, stupid of me, I know.

Now I have to ask, what happens when the canine friend needs to go the bathroom? Or if he/she has nits? Or if another passenger on the flight has an allergy to dogs? Or if there are two guide dogs on the flight and they don't get along (or get along too well).

(I know nothing about how guide dogs are trained, in case you couldn't tell.)

 

[2muchplastic]

Okay, I've just twigged. It's taken some time, but I've got there. I naturally assumed (naively) that JQ had refused to carry the dog in the hold. Yes, stupid of me, I know.

Now I have to ask, what happens when the canine friend needs to go the bathroom? Or if he/she has nits? Or if another passenger on the flight has an allergy to dogs? Or if there are two guide dogs on the flight and they don't get along (or get along too well).

(I know nothing about how guide dogs are trained, in case you couldn't tell.)

I know that guide dogs are specially selected for their temperament, I guess it really would not do to have a guide dog that shot off and chased another dog/cat/motorbike at the drop of a hat when some poor blind guy is clinging on!
I remember watching a documentary in the UK about their training - not every dog makes the grade.

 

[medhead]

Now I have to ask, what happens when the canine friend needs to go the bathroom? Or if he/she has nits? Or if another passenger on the flight has an allergy to dogs? Or if there are two guide dogs on the flight and they don't get along (or get along too well).

(I know nothing about how guide dogs are trained, in case you couldn't tell.)

After their extensive training guide dogs are prgrammed to work in 2 modes - work mode and non-work mode. In work mode they basically don't do any of those things. Obviously, before a plane flight they must be given a chance to do their business, but that is something that the guide-ee takes care of.

My mum worked with someone who had a guide dog many years ago. Apparently, one the worst things that could happen was for people to pat the dog while it was in work mode as it confuses the training.

 

[joeymelb]

Okay, I've just twigged. It's taken some time, but I've got there. I naturally assumed (naively) that JQ had refused to carry the dog in the hold. Yes, stupid of me, I know.

Now I have to ask, what happens when the canine friend needs to go the bathroom? Or if he/she has nits? Or if another passenger on the flight has an allergy to dogs? Or if there are two guide dogs on the flight and they don't get along (or get along too well).

(I know nothing about how guide dogs are trained, in case you couldn't tell.)

I can't answer the question about Doggie Bathroom part. But I do know that the dogs are very well trained and accidents rarely occur. If they do, I will assume the FAs and owner will just pitch in and clean up. (As a dog owner myself, I will not hesitate to help out in cleaning the mess.)

If you are in Melbourne, I strongly suggest you to go to Guide Dog Association training centre in Kew (just off Eastern Freeway). You can get to see how the dogs are trained. It is simply amazing on how smart and obedeient they are. Note: Guide Dogs Association has Open Days with activities for children and family. It is a fun and educational way to spend Sunday. It is free to attend, all they ask for is understanding, acceptance, tolerance and (if you can spare it) a donation.

Now... after writing that, I think JQ should send their OUTSOURCED Call Centre Staff there for some field training and make a donation to Guide Dog Association.

 

[Hvr]

And now we have a trifecta. Jet*, Qantas and Tiger. Naturally QF is given prominence even though Tiger was the original airline which stranded the woman and her guide dog. Hopefully DJ don't join this sad club in the near future.

Surely someone, somewhere should just take a deep breath, and tell the pax to wait just a minute while they check policy and/or refer the matter to a supervisor?

Methinks there will be some serious staff training occurring very quickly.

Qantas refused guide dog and stranded blind woman

ANDREW HEASLEY

December 8, 2009
QANTAS left a blind woman distressed and stranded interstate at night because the airline would not allow her guide dog on a flight.
Qantas is not alone. Tiger Airways two days earlier baulked at letting the same woman fly with her guide dog.

 

[serfty]

I was doing a JQ booking online yesterday and noted there is now an option towards the end of the booking process to specify you are travelling with a service animal.

 

[JohnK]

Obviously a stuff up at the coal face. Interestingly, the article does not indicate where this happened.

Jetstar does not really need this type of publicity.

And yet another reason to stay away from outsourced call centres. It is hard enough trying to train staff and maintain low staff turnover rates in a self managed call centre.