Jetstar Service - What Service?

[Jezza]

G'day All - Long Time Reader, First Time Poster, You know the story....

Just had to share this example of p*ss poor service on offer from Jet*.

Recently flew my elderly grandmother from Tamworth to visit me in Cairns with Jet*. She flew the TMW-BNE leg with Sunshine Express (Soon to be REX I hear??). To make her connection easy (limited walking) I booked her with Jet* as S.Ex and Jet* now share the BNE Common User terminal.

On her return transfer to Brisbane today, she asked a Jet* staff member for gate directions to the S.Ex departure gate and was given an abrupt answer of 'See QANTAS, We don't have anything to do with them'. Again she asked and was given a short and rude answer, even when it was pointed out she was an originating Jet* passenger.

I've compared this to when my grandmother once connected with DJ on the Bne-Cns leg. This time the check in staff member personally walked her to the gate while staff assisted her with the whole journey.

I know Jet* have the policy that you have to be self sufficeint, and my grandmother certainly is, all she was seeking were directions. Seems to be a complete lack of customer service and common respect. I've passed on my complaint to Jet* however I doubt it will get very far.....

Bugger Jet*. If flying your family and looking for a cheap fare support DJ. I'll certainly be supporting DJ whenever I can. Lucky for me I am in charge of booking my departments business travel . Be interesting to see how DJ go with the new corporate fares and upgraded lounges. My only worry is their lack of lounges at key regional ports, but maybe they will expand.

 

[one9]

Simple solution when flying Jetstar or Virgin Blue: Expect No service and then you won't be dissapointed.

Fly Qantas if you want a chance of getting service.

 

[Yada Yada]

Simple solution when flying Jetstar or Virgin Blue: Expect No service and then you won't be dissapointed.

Fly Qantas if you want a chance of getting service.

I have never flown Geoffstar so cannot comment on the service. However I have flown both QF and DJ quite a lot within Australia and QF internationally, among others. My experience differs markedly - on balance, I'd say DJ has the better service. :!:

 

[dajop]

Simple solution when flying Jetstar or Virgin Blue: Expect No service and then you won't be dissapointed.

Fly Qantas if you want a chance of getting service.

Did you actually read the OP? In particular:

I've compared this to when my grandmother once connected with DJ on the Bne-Cns leg. This time the check in staff member personally walked her to the gate while staff assisted her with the whole journey.

The question is how long before Jetstar's attitude starts reflecting on the parent company? After all many of the routes are QF routes handed to them after being deserted by QF.

 

[NM]

Jezza, welcome to AFF.

I think this experience highlights just how important it is for all staff (no matter what company they work for) can have a significant influence on their customer's perception of the company. In this case an unhelpful JQ employee has soured an entire travel experience and the family involved will be very reluctant to use that company for future travel (and quite understandably so).

However, if you read these forums enough you will find similar (and even worse) experiences from all of the major airlines people fly with. So the grass may not always be greener on the other side. But when the grass on one side of the hill tastes sour, it is natural to look for a greener pasture. At least we have some level of choice at this time.

 

[aden_1]

I've flown Jet star Numerous times.
I Fly jet star because of the price like most people do - i dont care about service on a 1.75 hour flight to hamilton island where i will be smoosed with coughtails and service for that next week or 2...

I guess that fact should be that the people who fly jetstar have 1 thing in common - they all want the cheapest possible flight. But what they dont have in common, is that fact they need to understand Jetstar cant give you a dirt cheap flight, with gold class service! (or even silver class!!)

So my GF and I understand that, we dont mind that because jetstar flights are so short anyway. But as per the original poster here, they SHOULD still have a moral duty to a passenger from any airline, to point them in the right direction - this is just plain rude.

So i hope you called up to complain on behalf of your grandma.
I certianly would, but im sure the airline doesnt even care
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[bigjobs]

I've flown Jet star Numerous times.
But as per the original poster here, they SHOULD still have a moral duty to a passenger from any airline, to point them in the right direction - this is just plain rude.

Ahh, the old SHOULD and moral duty argument ... just remember that is your SHOULD and moral duty only, it may not apply to anyone else in this world.