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Jetstar stranding passengers with misinformation

ethernet

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As soon as flights were on the chopping block in Vietnam (16/3/20), my friend rang Jetstar to get out on the first
available flight. He was due to fly out on the very last flight on the 31st but that has now been cancelled, even though his status was 'Confirmed'.

On 20/3/20, Eagle eyed he noticed that JQ on their website said last flight was the 23rd. An online chat with Jetstar staff to move before the last flight, but was assured the 31st flight via MEL was good. Well, that last flight for the 31st was cancelled on 25/3/20 so he is stranded for a very long time. I also believe proactive communication from JQ was also missing in action.

It would be interesting to know if JQ stranded pax in other destinations before the flow on effects became toxic - such as hotel bill for 14 days. Was it cost shifting onto the cwth/state govts? Shame on JQ.

He added his name to the Australian Embassy there.
 

albatross710

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Seems travellers are being stranded all over the place at the moment. It's not intentional by airlines, I'm sure logistically they have significant problems behind the scenes also.

Hope he likes Phở
 

ethernet

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Well it could be money related, or logistical. But it is not a normal cancellation, it was the LAST flight out, so JQ was acutely aware it would leave a lot of travellers in the lurch big time. We would have to ask if the last flight was 100% full, and if they sold new seats to non-confirmed pax at premium prices. As a group, they stand to profit if QF is asked to make a mercy dash. I doubt their call centre had the wits to prioritise high risk pax (older, heart conditions, diabetics) as this is the decent socially responsible thing to do.

As this is on AFF, they should expect the most awkward and probing questions going forward, where the usual brush off questions like cancelled for logistical and operational reasons will not fly. The best one I can think of is a secret plan to skeleton/close MEL and SYD on the 31'st that has not yet been announced.
 

ethernet

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Proceeding on this theme JQ is trying to convert cancelled flights into vouchers, and pressure tactics to say must accept by 31st.
Pretty sure refund conditions vary by airline,and cash refund should be possible, but if I were an airline I would say mum and not try to get 'preserve all legal rights' hanging over. All this friend wantts is a flight home at no rapacious prices (LA and Peru setting new highs). Good luck proving price collusion.
A call to JQ was not answering, and on online chat online was hung up midway when 'I am stranded' was mentioned.
 

ethernet

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Why the sad face Franky?

MEL and SYD airports must be scaled down. Think how much money inside traders can make on Futures and CFD spreads on SYD airport shares if they know the dates and conditions in advance, or know what revenue numbers are involved. Loose what is right/wrong in Borderforce gives someone in the know to profit big.
 
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Proceeding on this theme JQ is trying to convert cancelled flights into vouchers, and pressure tactics to say must accept by 31st.
Pretty sure refund conditions vary by airline,and cash refund should be possible, but if I were an airline I would say mum and not try to get 'preserve all legal rights' hanging over. All this friend wantts is a flight home at no rapacious prices (LA and Peru setting new highs). Good luck proving price collusion.
A call to JQ was not answering, and on online chat online was hung up midway when 'I am stranded' was mentioned.
This is the distinction between Jetstar/Virgin and Qantas. QF conditions of carriage provide for a refund where the airline cancels a flight, for whatever reason. JQ doesn't, for matters 'outside their control', of which they might have grounds to argue for Covid-19 (and the EU has apparently deemed Covid an 'extraordinary' circumstance). Virgin I think is along the same lines as Jetstar.

We will probably see QF's CoC change after this.
 

ethernet

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Agree. But 'Control', on the 22nd is the decision date. I think mislead is fair description as what the support lines were behind the 8 ball awaiting for a decision. Pretty sure they could have laid on another plane, and they knew the numbers. Vn also has a strict visa policy, so that's a costly headache for many - well we will see. JQ now offer a refund. I have suggested a business end ticket with 12 months starting from recommencement with changes would be a start. I agree with the EU ruling, but there were no NEW apparent circumstances on the 22nd.
 

Franky

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Why the sad face Franky?

MEL and SYD airports must be scaled down. Think how much money inside traders can make on Futures and CFD spreads on SYD airport shares if they know the dates and conditions in advance, or know what revenue numbers are involved. Loose what is right/wrong in Borderforce gives someone in the know to profit big.
The fact that your last sentence in the last para could well be true!
 

ethernet

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I observed a Corona release by Vietnam Airways that contradicts what the person on the Jetstar phone line said. I think he said other flights are bumped another 2 months away.

NSW Health inside info is now the key to insider trading. Borderfarce control two ticks, while NSW health determine the 3rd. When they announce the protocol, a bridging spread on QF will look as innocent as pie.
 

ethernet

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Sorry ethernet, what am I missing here? Your friend decided to attempt travel during the corona lockdowns, but now wants some cheap option B??
Nope, left in early Jan, before Corona was even a thing. Had a rtn on 5 April, and when DFAT said come home, immediately rang JQ to get on the first available flight home - and told the 31st March and did so. Then he later noticed JQ said last flights were the 23rd. He rang to question this and was told , no that is only for new bookings the flight on the 31st was all go and you are confirmed. That is relied on advice given - and he has a copy of the conversation as well. Something changed and the 31st flight was cancelled, and I believe JQ failed to contact any of the 'confirmed' pax. So he was mislead, the call centre operative at best was wrong - or negligent, and JQ probably was overloaded and could not contact the passengers at risk.

So no, he was 1) Deceived with an incorrect statement - and 2) had his confirmed flight cancelled with no opportunity to change and 3) JQ contacted him to say his booked earliest flight is now scheduled in another 2 months or so. 4) No apology or detailed explanation. for the last second flip/flop. 5) Registered at the aussie embassy. It's not quite Bait and Switch but like EU terms he does not wish to subject to last minute XextortionX.

Like all stranded pax he would like to come home, preferably sooner than >2 months with qualifications. A fair outcome is desired. Cheap, well he did have a R ticket home. I assume JQ is not insolvent, and I guess a sweetheart deal with QF will be getting those mercy slots., and keep the Chinese airlines out perhaps.
Now is the time for Singapore Airlines/Emirates to schedule some charter flights on the USA leg - if they want to.

I digress, but I expect the open skies policy to become highly protectionist post Corona, and with the Virgin situation, Tassie, NT and FNQ tourist industry is in for a hiding.
 

muppet

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Like all stranded pax he would like to come home, preferably sooner than >2 months ....
For $2,500 he can get on a flight today via Doha.

Get home and sue JQ later.The longer he waits and argues the longer he is spending in Vietnam. Flights won’t be flying international in 2 months.

If he thinks the flights are too expensive, compare the cost with 6 months no income but needing food and hotel in Vietnam.
 

ethernet

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Thanks for the info - forwarded. It was also announced QF and Virgin get to fly stranded Aussies back from four ports, one being HK. As the planes are going empty one way, other than blatant nationalist trade protectionism - well this is a disgrace. I presume Bali and Thailand have Aussies there wanting out.
 

trooper

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Well it could be money related, or logistical. But it is not a normal cancellation, it was the LAST flight out, so JQ was acutely aware it would leave a lot of travellers in the lurch big time. We would have to ask if the last flight was 100% full, and if they sold new seats to non-confirmed pax at premium prices. As a group, they stand to profit if QF is asked to make a mercy dash. I doubt their call centre had the wits to prioritise high risk pax (older, heart conditions, diabetics) as this is the decent socially responsible thing to do.

As this is on AFF, they should expect the most awkward and probing questions going forward, where the usual brush off questions like cancelled for logistical and operational reasons will not fly. The best one I can think of is a secret plan to skeleton/close MEL and SYD on the 31'st that has not yet been announced.
Sounds great...but how is a call centre meant to DO this? Age may appear to be relatively easy, but what do you suggest is the cut off? And what of groups of mixed age..do they ALL get priority because of one person over the magic age line? Prioritisation by medical condition however ...by CALL CENTRE staff? Im unsure of how that would even be possible... announce such prioritisation and take every passengers word for it? Or what? Given your inference that doing this would be easy if call centre staff weren't lacking "wits"..how would YOU make it happen?
 
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ethernet

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Call centres make scripts. Call centre supervisors can even make stuff up, or be mean - like getting yakkers whingers and timewasters off the line.
Have you had chemotherapy in the last 12 months
Are you wheelchair dependant
Do you have a heat or blood pressure condition
Are you a diabetic?
Are you over 70 - wriggle room to 65
What is you date of birth
Are you on more than 5 medications at once
<Listen> Keywords Immunosuppressed, Cancer,high risk group, breathing problems, hospitalised now
OK, what is the name of your doctor or registered carer - pretend you are searching - play keyboard strokes macro
if you have been tested, do you know if you are covid positive or covid negative?
Ok <FirstName> you have been marked as a needy case using the answers you have provided, and this will assist us when we are allowed to resume flying. Obligatory mention of smarttraveller.gov.au and our airline status webpage for news. Urgent means nothing, but 'Time sensitive' is better than urgent.

Call centres have freehand fields. They cant say lying aggressive abusive asshole, but can't do that , so say prioritise medical condition at risk, plus a codeword putting you in a 1-10 bucket. Seems 'Crew' is near the top and scores an upgrade.

This would be my first cut.
 

Pu Koh

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I was in Taiwan in Jan/feb and the wuhan virus was already a thing back then. I knew I didn't want to be stuck there, and there was already talks of lockdowns even back then, so I did the sensible thing and came back early.

Australia has also been on this semi lockdown for weeks now. Why would your friend wait to come back on the last available flight.

sorry, no sympathy from me.
 
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The OP's fried tried to get out before the last flight but was told they couldn't, and that the flight on 31st was still flying. That turned out not to be the case.
 

ethernet

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Aug 10, 2006
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697
Well, he is still stranded. But worried that USA and UK embassies are active in contacting ther stranded pax (a bigger shutdown coming?) , no no aussie doing the same. I think a Phillipine rescure dash took place, but detailed news of this ellusive. I read that UK pax to leave / buy another ticket, and the airline that cancelled will pay the difference. But aussies have no such EU consumer protection.
 

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