Problems booking adjacent seats for Comfort on Jetstar

[straitman]

It’s obvious Jetstar don’t want Fat travellers so why don’t they just say so?

IMHO this is a golden opportunity for a Jetstar representative to become involved.


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[Sprucegoose]

IMHO this is a golden opportunity for a Jetstar representative to become involved.


Sent from my iPhone using AFF Mobile

Do we have an authenticated coy rep?

 

[drron]

Just want to add my thanks to the OP for his responsible attitude to travel.Really is disappointing when you do everything right but things still go wrong.Maybe someone should PM the JQ person on this forum?

 

[samh004]

It’s obvious Jetstar don’t want Fat travellers so why don’t they just say so?

Do we have an authenticated coy rep?

Simon Westaway is the JQ rep, I'll see if I can PM him from my phone.

 

[pshepvic]

Suggestion for future, and I think someone else also mentioned a similar idea. Book two seats, but include a middle name or initial (or as an example, if the person is Jonathon Smith, book one seat as John Smith and the other as Jonathon Smith). if you check in online they never ask for ID anyway, but you could always show just one BP with the name that matches your ID, and not show the other. When you get to the gate, just give both BPs to scan.

On that note, you could almost book it under a completely different name and no-one would notice - or reverse the first and last names. Cite a "computer error"!

I have a question though - slightly o/t but related - what happens if there are two people booked on a flight with exactly the same name? This happened to my partner who also works with someone else with the same name (and even same middle initial!) would Jetstar refuse to carry both of them as they have the same name??? They've both been on the same DJ flight before, and whilst there was slight confusion with check in staff, they still coped ok.

 

[samh004]

Would you be able to raise the arm rest (rogue PE) or arm rest + small table (real PE) in DJ PE? This is the main concern for the OP, not just having a seat blocked.

Yes you can do that on rogue aircraft.

Simon Westaway is the JQ rep, I'll see if I can PM him from my phone.

I couldn’t do much from my iPhone, but can from my laptop. I’ve sent the PM, turned on the JQ signal, we can only wait now.

 

[samiam]

With due respect to the OP, I fail to see how it's 'obvious' that Jetstar don't want fat travellers.

Obesity is a challenge for all industries that have, until recently (think the past 20 years), had to manage predominantly normal-weight persons only.

Hospitals have begun to buy specially designed beds and equipment to take the extra weight, ambulance services now have specially designed vehicles and stretchers.

When the ambulance service used to cart obese people around on a mattress in the back of a hired delivery truck, it wasn't obvious to me that they didn't want to take fat people to hospital - they simply didn't have the systems, processes and training in place to deal with overweight patients - and now they do.

The examples provided in this thread sounds to me more like a failure of the systems and processes, and lack of training leading to some individual staff behaviours - rather than a company policy of "no fat people on our planes".

 

[BAM1748]

I think the subject line says it all. Other modes of transport can deal with it, Jetstar it would seem doesn't want to spend the money to deal with it properly and in a dignified way.

If Jetstar did want to deal with it, the CEO would simply send an email saying this needs fixing to his managers. And over time IT would be fixed, crew training would be fixed and physical issues regarding the equipment would be as well.

Lazy management who's bonuses are linked to $$'s.

 

[ethernet]

Challenge - do not want - not learning from, and not fixing the issue.

This is really a management codeword for not wanting to spend money and effort on edge cases - or not spend money full stop - even if there is a legal or moral / decency obligation to fix.

USA is post-lawsuits, meeting this global challenge, why Australian managed co's are clearly inferior - and not stepping up to the challenge is odd. Not enough lawyering I expect, or they offer free flights etc when a cough-up does occur, rather than hit with real money and real press releases.

Unconscious discrimination, is say not having any female toilets in the workplace, say because all aircraft fitters are male anyway, or digging in and saying there will be no female aircraft captains, because this is the thin end of the wedge. Or even not allowing any 'part time' employees, or hours that would preclude parents needing to use child care centers.

In Australia, we have planes with no 'fattie' seats, even though we know the waist measurements are expanding. It is hard to find out the width and legroom of the seat you book. And when you do the right thing, poorly paid check in chicks at $24 hour odd, instantly shuffle 'seats' - without reading 'notes'.

Given
"Virgin Blue, Qantas and Jetstar representatives told Take-Off they comply in full with existing anti-discrimination legislation and do everything possible to meet any special needs of customers."
I would expect then to be reminded of it.


Random Links
Obese passengers on planes | Airline policies
Southwest Airlines' policy concerning overweight [email protected]
When size matters: obese passengers and economy seating

 

[Peter-R]

With due respect to the OP, I fail to see how it's 'obvious' that Jetstar don't want fat travellers.

Obesity is a challenge for all industries that have, until recently (think the past 20 years), had to manage predominantly normal-weight persons only.

Hospitals have begun to buy specially designed beds and equipment to take the extra weight, ambulance services now have specially designed vehicles and stretchers.

When the ambulance service used to cart obese people around on a mattress in the back of a hired delivery truck, it wasn't obvious to me that they didn't want to take fat people to hospital - they simply didn't have the systems, processes and training in place to deal with overweight patients - and now they do.

The examples provided in this thread sounds to me more like a failure of the systems and processes, and lack of training leading to some individual staff behaviours - rather than a company policy of "no fat people on our planes".

I completely disagree and you would forgive me for thinking you are maybe Jetstar staff as your last line refers to "our Planes"
The point is that if what I suggest is not true then why is it not fixed ?
As a manager I realise that it would be difficult to force fat people to buy 2 seats but when one wants to do it any way why make it so hard. Its simple a new code like xx_ would denote a 2 seat person and then automaticaly prevent them being booked in to the wrong seats.
If they can fly planes they should be able to solve this small issue and I doubt it would cost much to do it.

 

[samiam]

I completely disagree and you would forgive me for thinking you are maybe Jetstar staff as your last line refers to "our Planes"

Anyone is entitled to agree or disagree with me whether that disagreement be partial or complete.

My last line is in quotation marks, referencing the third person. I don't work for Jetstar, and have flown with them twice in four years.

The point is that if what I suggest is not true then why is it not fixed?

Possibly for the same reason that the consistency of service has not been fixed, meal selections are not always available and I should get what I want 100% of the time that I specifically ask for it.

Anyone is entitled to suggest anything - whether that suggestion is deemed valid by another individual will depend upon the argument and the evidence proffered.

Furthermore, in order for any problem (perceived or otherwise) to be fixed, it needs to be identified as a problem. I can list different examples in other threads where a carrier cannot seem to 'fix' priority boarding, CSM greeting etc - I haven't seen a post header stating that it's 'obvious' they do not wish to carry status pax as a result of the inability of that carrier to fix any specific problem.

As a manager I realise that it would be difficult to force fat people to buy 2 seats...

As a manager I realise it is pretty damn hard to make any organisational change unless the instructions are written into policy, staff are trained in the procedures and performance is measured on the outcomes.

Whilst my opinion remains that this is a system failure (as if any organisation is going to refuse custom, particularly of any interest group that may provide adverse publicity) rather than a policy position, I have not seen any evidence to date that any particular policy or other evidence is available that makes it obvious that Jetstar discourages the carriage of fat passengers.

 

[ozbeachbabe]

I did not book the seats the seats were allocated to me by Jetstar via Flight Centre
I have no difficulty with the rule Its the Stupid way this was handled. Thank God they fly the aircraft well because if the quality of the pilots was the same as the rest of the staff there would be many disasters

Can I point out that Jetstar allocated exit row seats because that's what Flight Centre booked, it wasn't a random act of kindness. Should a passenger want an exit row seat on Jetstar they pay the applicable airfare plus a $30.00 surcharge so JQ would assume the passengers read the t&c for sitting in an exit row.

FC acting as your travel agent had a duty to convey this information to you. It appears FC were firstly not aware armrests are fixed in exit rows & secondly that it's a CASA requirement that anybody requiring a seatbelt extension may not sit in an exit row.

As FC weren't aware they obviously did not convey this to you which resulted in an uncomfortable situation for you once onboard the aircraft.

 

[Peter-R]

Not withstanding the comments here that suggest the alloction of the exit seats were not Jetstars fault I still stand by my thread title.
It was not easy and took many telephone calls to even be assured that 2 seats could in fact be booked in the same name and that they would be side by side
It would IMO be easy for Jetstar to correct this situation if they wanted to and after all I would not be the first person to have experinced this problem.
As far as flight centre are concerned they simply insisted that 2 seats were booked together no one paid any extra for the exit row seats they were allocated by Jetstar after they (flightcentre) insisted that the seats be pre allocated to avoid having one seat in row 8 and one in row 23.
It is my argument that it should be simple and easy to book 2 seats for one oversize passenger and that by failing to inplement a simple system to facilitate such bookings Jetstar are sending a clear signal that they dont want fat passengers.

 

[ozbeachbabe]

I think people who for whatever reason want to purchase 2 seats would have the same problem as yourself. All the above problems have been about trying to secure two seats together when purchasing two seats for one passenger.

The way I look at it the issue you have with Jetstar is the actual booking process when a person wishes to purchase two seats not the what size you are.

The only fault Jetstar made was to not ask the travel agent whether you required an extension seatbelt as if they did and you replied yes they wouldn't have allocated you seats there which they did at no extra cost to you.

The second problem is if your calls or the travel agent calls are being diverted all over the world to different call centres somebody who is not in Australia would probably have no idea about these issues. This is a downside to globalisation & JQ not supporting jobs for Australians.

 

[Peter-R]

So just like Jetstar you are blaming me the customer

What a joke very funny !

 

[ozbeachbabe]

So just like Jetstar you are blaming me the customer

What a joke very funny !

No, I'm not blaming the customer - you had made every effort to do the right thing.

It's Jetstars fault for putting you in the exit row as they failed to grasp the fact that
a) not being able to retract the armrests did not meet your needs & would defeat the purpose of paying for the second seat

b) if you required an extension seat belt it's a CASA regulation that you can't sit there

I don't know whether it's too much to expect a travel agent to know about these things but they've obviously never sat in a JQ exit row.

 

[serfty]

Welcome to FT Peter-R.

Interestingly, Jetstar do have provision for purchasing an adjacent seat - I guess one needs to speak to the right person.

Look here from their Booking info page: (http://www.jetstar.com/au/en/askjetstar/before-you-travel/how-to-book.aspx#seats)

What if I need two seats?

Additional seats can be purchased for customers who require 2 seats for themselves.

If you wish to ensure you have two seats for the flight you must book and pay for two seats in your own name. You will be pre-boarded on flights. If you do not wish to purchase two seats, you can book and pay for only one, on the basis that if there is an unbooked seat which you can use, you will be able to utilise that seat. If there is not such a spare seat available and you are unable to fit in one seat, you will not be able to travel on that flight. The fare will not be refunded.

... and from thier CoC's: (Conditions of Carriage)

...
However, we do provide limited special assistance services to ... customers who wish to purchase two seats next to each other.
...
Passengers purchasing an extra seat will be entitled to an additional checked baggage allowance (if applicable for that fare) but no additional cabin baggage.
...

It seems obvious the operater initially contacted was not aware of this.

 

[Peter-R]

Welcome to FT Peter-R.

Interestingly, Jetstar do have provision for purchasing an adjacent seat - I guess one needs to speak to the right person. ...

My understanding was that we spoke to in total at least 5 different Jetstar operators and none could help resolve the issue. So one can be forgiven for suggesting that they may only have one brain between them and no one is sure who has it today

My customers are much less forgiving in circumstances where they percieve bad service and I think it time all business took responsibilty and stopped hiding behind reams of terms and conditions. Its not rocket science it is just a flight

 

[NM]

I don't know whether it's too much to expect a travel agent to know about these things but they've obviously never sat in a JQ exit row.

If they claim to be a travel agent, and are selling JQ flights, then I believe they have an obligation to know and understand what they are selling and any limitations or constraints associated with the products they are selling.

 

[Blackadder]

Flight Centre are only a agent for service providers, they are not legally responsible for the airlines,tour companies,hotels etc