Conflicting check-in closing times for JQ

[kevrosmith]

No wonder the average person gets confused when flying! Booked a JQ flight, CNS to OOL JQ24, which leaves from the CNS International terminal. Now for me, having worked at the airport, I know that the check-in closing time is usually earlier for a Domestic flight through an International terminal, and checked the Jetstar website to confirm that it is 60 minutes beforehand.

However, then I receive a pre-flight email from Jetstar Monday morning, "Important things you need to know for booking XXYYXX". In this email, it tells me that check-in for this flight closes 30 minutes before the scheduled departure.

If I had've chosen to follow the latter instructions, and turned up in between the 30-60 minute mark, where would've I stood?

And to save on the potential argument, why is it so difficult for them to get this information correct?

 

[medhead]

Why can't they get it right. Maybe because jetstar proudly run their IT systems with 3 people.

 

[ozbeachbabe]

No wonder the average person gets confused when flying! Booked a JQ flight, CNS to OOL JQ24, which leaves from the CNS International terminal. Now for me, having worked at the airport, I know that the check-in closing time is usually earlier for a Domestic flight through an International terminal, and checked the Jetstar website to confirm that it is 60 minutes beforehand.

However, then I receive a pre-flight email from Jetstar Monday morning, "Important things you need to know for booking XXYYXX". In this email, it tells me that check-in for this flight closes 30 minutes before the scheduled departure.

If I had've chosen to follow the latter instructions, and turned up in between the 30-60 minute mark, where would've I stood?

And to save on the potential argument, why is it so difficult for them to get this information correct?

I'd say they would have still closed the flight anyway & told you that as it's an international flight it closes 60 minutes prior to departure ie they wouldn't have let you on. They may have possibly rebooked you at no cost if you had the JQ email as 'proof' but who knows, I guess it's up to who is doing the checkin ie Jetstar themselves or a ground handler on behalf of JQ.

It would definitely be a good idea to take a copy of the email they sent you with the "checkin closes 30 minutes before departure" bit highlighted with a fluoro marker pen.

One of the reasons for international flights closing earlier than domestic flights for checkin is that there's extra paper work involved for an international flight (even when flying within Australia) eg the Certificate of Clearance & General Declaration that the airlines prepare then take to Customs for it to be stamped & signed before being given to the operating crew of the aircraft.

As these documents have precise information such as the number of pax onboard once this has been done the airline cannot accept any latecomers.

Despite airlines saying checkin closes 30 minutes prior you would think pax would arrive in advance of this time eg 45 mins to one hour prior to departure but it's surprising the number of people who turn up at minus 25 only to say "we were told to get here 30 minutes before departure". They were told the flight closes at minus thirty and interpret that to suit themselves.

 

[Lucky_man]

I have a question about these strict check in time airlines as I have never actually travelled with them.

When it says that you must check in by T-30 does that mean check in completed by T-30 or in the queue by T-30?

It seems unfair to recharge passengers because they process the Queue slowly.

 

[ozbeachbabe]

I have a question about these strict check in time airlines as I have never actually travelled with them.

When it says that you must check in by T-30 does that mean check in completed by T-30 or in the queue by T-30?

It seems unfair to recharge passengers because they process the Queue slowly.

When it says you must checkin prior to T-30 it means you must be checked in with your baggage lodged & be heading for security by this time. Not walking into the terminal.

It's also unfair to 150 or so other passengers to delay a flight for latecomers. Think about it, what if you had made the effort to checkin on time & your flight ended up being delaying due to a passenger checking in late which in turn caused you to miss your international connecting flight?

Some airlines may call forward people out of the checkin queue to come to the front of the queue for a flight if it's about to close but then again they may not. Don't rely on this - it's far better to give yourself a buffer of 30 minutes & save yourself the potential grief.

I like to arrive at the airport for a domestic flight no later than 1 hour prior to departure even if I'm only taking carry on luggage with me. That's just me, others on this forum may choose to arrive later than that.

 

[Awesom Andy]

I like to arrive at the airport for a domestic flight no later than 1 hour prior to departure even if I'm only taking carry on luggage with me. That's just me, others on this forum may choose to arrive later than that.

For me, It really depends on the location. For domestic flights with OLCI and carry-on's only. I tend to arrive at the airport when they begin boarding. For flights ex-SIN with OLCI and carry-on's only, I leave the office when the flight status changes to boarding.
Although, on JQ, they don't have OLCI for international flights, so I'll have to go hang out in the lounge for a couple of hours.

 

[Blackadder]

I like to arrive at the airport for a domestic flight no later than 1 hour prior to departure even if I'm only taking carry on luggage with me. That's just me, others on this forum may choose to arrive later than that.

Or earlier to maximise time in QP.

 

[samh004]

Or earlier to maximise time in QP.

You can't always checkin too much earlier on JQ as they won't let you. One if their glaring issues.

 

[Blackadder]

You can't always checkin too much earlier on JQ as they won't let you. One if their glaring issues.

One main reason to avoid JQ or any of the LCC, at least with QF can check in early and also have the option of a earlier flight (space permitting)

 

[Joshua]

You can't always checkin too much earlier on JQ as they won't let you. One if their glaring issues.

Another similar inconsistency. When I scored a 5 cent flight MEL-ADL went to check in too early apparently. There was nobody queueing anywhere, place was empty. There 'welcome' person at the front of the queue rather rudely told me to leave because check-in wasn't open yet. I then pointed to the LCD screen a few feet behind her and it proudly shone "JQxx_ MEL-ADL is open for check-in"

(and no I still couldn't check-in, as she basically told me to piss off again, then ignored me - so went to the QP and they handled it)

 

[samh004]

Another similar inconsistency. When I scored a 5 cent flight MEL-ADL went to check in too early apparently. There was nobody queueing anywhere, place was empty. There 'welcome' person at the front of the queue rather rudely told me to leave because check-in wasn't open yet. I then pointed to the LCD screen a few feet behind her and it proudly shone "JQxx_ MEL-ADL is open for check-in"

(and no I still couldn't check-in, as she basically told me to piss off again, then ignored me - so went to the QP and they handled it)

Which is all well and good if you have hand luggage, but if you actually need to check something, you end up waiting and waiting, along with everyone else as a line actually grows, and right as check-in opens, half of them go on break (despite not doing anything previously)!

I’d really love a JQ official to witness this for themselves and explain how that level of service benefits them.

 

[ButFli]

Jetstar "international" flights from Darwin to domestic destinations say 60 minute check-in some places and 30 minute check-in other places. Like OP, I thought it was a bit rough if you took note of the 30 minute time when it was actually 60.

However, these flights (at least JQ82) actually leave from the domestic part of the terminal in Darwin and have a 30 minute check-in. Maybe it's the same in Cairns?

 

[ozbeachbabe]

Jetstar "international" flights from Darwin to domestic destinations say 60 minute check-in some places and 30 minute check-in other places. Like OP, I thought it was a bit rough if you took note of the 30 minute time when it was actually 60.

However, these flights (at least JQ82) actually leave from the domestic part of the terminal in Darwin and have a 30 minute check-in. Maybe it's the same in Cairns?

All JQ "international flights" ie JQ82 DPS/DRW/BNE JQ62 SIN/DRW/MEL JQ74 SGN/DRW/SYD & JQ76 MNL/DRW/SYD cease being international when they arrive in DRW as all pax disembark, clear customs & then have to bag drop their luggage at the JQ checkin counters.

All pax then head back upstairs & reboard the same aircraft however from the domestic side of the airport ie they don't go through customs again even as a domestic pax & just mingle with all the domestic joining pax in DRW.

The continuation of the above flights is purely on a domestic basis ie you depart from the DRW domestic terminal & arrive at the domestic terminals in BNE/MEL/SYD. You would purchase any duty free on arrival in DRW which you are permitted to carry on the next sector as it's a domestic flight.

These above flights are like any other JQ domestic with regards to baggage close off being at T-30. Again I would highlight arriving at the airport one hour before just to give yourself a buffer in case of any number of unexpected things that could happen.

The only exception in JQ58 SIN/DRW/CNS where you remain in transit airside in DRW if continuing on to CNS where you clear customs. Do not purchase duty free until arrival in CNS otherwise it will be confiscated in DRW when you disembark & go through the screening point into the transit area.

For domestic joining pax DRW/CNS as this is still an international flight ie you would go through customs DRW as a domestic & arrive at CNS intl terminal where you again go through customs on arrival.

I understand the cut-off is T-45 for JQ58 DRW/CNS so you'd want to arrive at least 60 minutes prior at the latest. I think that is a local rule in DRW as I understand that flying CNS/DRW on JQ57 the flight closes at T-60 so you'd be wanting to arrive there one hour and a half prior to departure. I believe most other international flights where you are travelling domestically have the same T-60 cut off ie get there no later than T-90!

Many people in CNS catching the flight arrive by mistake at the domestic terminal so if you have given yourself a buffer you would still have time to make it on foot to the domestic terminal without missing your flight.

Some pax just like to stand their and argue that they weren't told it was an international flight, not their fault etc etc but ultimately they will still miss that flight so isn't it better to err on the side of caution & give yourself a bit of extra time???

 

[LiamR]

As check-in opens, half of them go on break (despite not doing anything previously)!

I’d really love a JQ official to witness this for themselves and explain how that level of service benefits them.

I'll think you'll find most of the airports serviced by JQ are not JQ staff, but outsourced to Aerocare (There is a less flattering nickname within the industry), they are known for poor service, no knowledge of the rules, and inconsistency.

However to their defence, they don't just work for a particular airline. Take OOL for example...

Aerocare manage VA, JQ and TT. You would think certain staff would work JQ, and different staff for VA and only the brave ones to work for TT. Not the case, they'll change uniforms several times during their shift, switching airlines constantly.

How are you meant to know every rule for every airline?

I'm not saying this is an excuse for poor customer service. But it makes sense why they constantly forget the rules....


FYI... I hate them too.

 

[samh004]

I'll think you'll find most of the airports serviced by JQ are not JQ staff, but outsourced to Aerocare (There is a less flattering nickname within the industry), they are known for poor service, no knowledge of the rules, and inconsistency.

While that might be true, why couldn’t JQ work a clause into their contract that this sort of behaviour doesn’t happen, with some sort of penalty when it does. It seems perfectly reasonable to expect a certain lever of service, even if it’s contracted out.

 

[ozbeachbabe]

While that might be true, why couldn’t JQ work a clause into their contract that this sort of behaviour doesn’t happen, with some sort of penalty when it does. It seems perfectly reasonable to expect a certain lever of service, even if it’s contracted out.

It may be Aerocare in some ports. DRW for instance was Skystar Ground Handling but Menzies now have the contract which will be interesting as they didn't even have an office/employees in DRW & will get to 'cut their teeth' on JQ.

I don't think JQ are concerned about a level of service they just want people to do the job for the lowest possible price & I doubt there is any JQ supervision of outsourced labour so the end result is you end up with contractors doing as they please.

So many of their domestic flights are crewed by overseas based flight attendants as it's cheaper for them & allows them an advantage over DJ who have to pay Australian salaries, penalty rates etc.