JQ flight cancellation / service recovery procedure

[kpc]

Thought I'll post our somewhat positive experience on my cancelled JQ flight last night which was the last Mel-Syd flight for the day, scheduled to leave at 2045 and arr in Sydney at 2210. There were mechanical problems and we didn't board till 2115. I was told that we needed to be airborne by 2150 to safely beat the 2300 Sydney curfew. Doors closed at 2130 with a packed flight. I started to get concerned when we didn't start pushback straight away...sure enough at 2150 pilot announced the initial problem had recurred and we had to deplane.

Got back to a deserted terminal, and had to wait 15-20 minutes for the ground crew to return....that wasn't so good. Melbourne residents were told to collect luggage and go home, and had to ring J* reservations to rebook a flight the following day. Those that needed accommodation had to wait til something was sorted out....there were nearly 100 people waiting so I asked if I could sort out my own accommodation and get reimbursed later...given the green light, and quick smart found a rate of $160 at the Holiday Inn Mel airport on my smartphone, and 15 minutes later we were checked in and in our room!!

Found an automated email from J*, stating that we would be reimbursed up to $150 for hotel (could catch taxi if no train / bus), $35 per person for dinner (not sure why as already past 10 pm), $15 per person for breakfast, given a $100 travel voucher for a J * flight each as an apology, and the claim form. Also given a phone number to ring, and 10 minutes later we had rebooked a 12 noon flight today at our request....told it was a QF flight but it was actually a Virgin flight (caused a bit of confusion at the Mel Qantas Club when they couldn't find our names but sorted out after they called J *).

Nevertheless, whilst I have not been reimbursed yet, I think it was a pretty good service recovery by J* for a $65 fare.....so if you don't want to hang around waiting for J* to sort something out, this is what they seem to offer if you are forced to overnight in a non home city due to a J* flight cancellation.

 

[RooFlyer]

Sounds OK. What was the original fare type?

 

[macrop]

That's such a contrast to my single experience with Jetstar. Maybe things have changed of late.

I thought I'd share my complete opposite experience. Attempted to fly coughstar for the first time last year whilst in NZ (WLG) but the plane went tech. Got an email about this while waiting in departures. Must have missed the announcement. Found my luggage sitting in open on the floor near the carousel. Was told - sorry you'll have to sort yourself out tonight. They told me they might be able to fly me out the following afternoon with no guarantee. Several hundred dollars out of my pocket later and I was on my way to my destination on AirNZ. Happy days.

Nothing but the rudest helpdesk staff member on the phone too. Offered me a $50 or $100 voucher on top of my refund (which took 2 months as well). The voucher has since expired as I had no intention of ever using it. You get what you pay for in the end. This issue reminded me of that thoroughly. I'll stick to the premium carriers. AirNZ rocks.

 

[N860CR]

That's actually pretty good... Qantas cancelled a flight on me because of "mechanical reasons" and left me to buy my own ticket on Virgin at my expense (at less than an hours notice).

 

[Nizar]

That's actually pretty good... Qantas cancelled a flight on me because of "mechanical reasons" and left me to buy my own ticket on Virgin at my expense (at less than an hours notice).

This is shocking, surprising and disappointing.
Even if you weren't a WP but even more so as you are.
Unacceptable.

 

[mannej]

That's actually pretty good... Qantas cancelled a flight on me because of "mechanical reasons" and left me to buy my own ticket on Virgin at my expense (at less than an hours notice).

What were the options they presented?

 

[dfcatch]

Thought I'll post our somewhat positive experience on my cancelled JQ flight last night which was the last Mel-Syd flight for the day, scheduled to leave at 2045 and arr in Sydney at 2210. There were mechanical problems and we didn't board till 2115. I was told that we needed to be airborne by 2150 to safely beat the 2300 Sydney curfew. Doors closed at 2130 with a packed flight. I started to get concerned when we didn't start pushback straight away...sure enough at 2150 pilot announced the initial problem had recurred and we had to deplane.

Got back to a deserted terminal, and had to wait 15-20 minutes for the ground crew to return....that wasn't so good. Melbourne residents were told to collect luggage and go home, and had to ring J* reservations to rebook a flight the following day. Those that needed accommodation had to wait til something was sorted out....there were nearly 100 people waiting so I asked if I could sort out my own accommodation and get reimbursed later...given the green light, and quick smart found a rate of $160 at the Holiday Inn Mel airport on my smartphone, and 15 minutes later we were checked in and in our room!!

Found an automated email from J*, stating that we would be reimbursed up to $150 for hotel (could catch taxi if no train / bus), $35 per person for dinner (not sure why as already past 10 pm), $15 per person for breakfast, given a $100 travel voucher for a J * flight each as an apology, and the claim form. Also given a phone number to ring, and 10 minutes later we had rebooked a 12 noon flight today at our request....told it was a QF flight but it was actually a Virgin flight (caused a bit of confusion at the Mel Qantas Club when they couldn't find our names but sorted out after they called J *).

Nevertheless, whilst I have not been reimbursed yet, I think it was a pretty good service recovery by J* for a $65 fare.....so if you don't want to hang around waiting for J* to sort something out, this is what they seem to offer if you are forced to overnight in a non home city due to a J* flight cancellation.

Not too bad.....

BUT

Would they have covered the total Hotel expense if you had waited for them to book it for you?

 

[kpc]

Sounds OK. What was the original fare type?

Cheapest (with bundle to earn SC and QF points)

Not too bad.....

BUT

Would they have covered the total Hotel expense if you had waited for them to book it for you?

I faxed my claim for $160 to J* this am so it will be interesting to see whether I get $150 or $160 reimbursed for the room. Even if I only got $150, it was the wise decision to book the hotel room myself...I suspect it would have taken J* at least 60-90 minutes to sort out accommodation for all the pax (?100) whilst we we tucked up in our room at the HI Mel airport within 15 -20 minutes, having booked a room on my phone:mrgreen:

 

[dfcatch]

Cheapest (with bundle to earn SC and QF points)

I faxed my claim for $160 to J* this am so it will be interesting to see whether I get $150 or $160 reimbursed for the room. Even if I only got $150, it was the wise decision to book the hotel room myself...I suspect it would have taken J* at least 60-90 minutes to sort out accommodation for all the pax (?100) whilst we we tucked up in our room at the HI Mel airport within 15 -20 minutes, having booked a room on my phone:mrgreen:

I agree - given the extra vouchers etc - I would be more than happy.

But if they are only going to reimburse $150 I would like to be advised of this prior to me making arrangements.

Let us know how you go

 

[serfty]

... I'll stick to the premium carriers. AirNZ rocks.

Strange comment looking at that AirNZ domestic is basically a LCC these days (Posting as an Air NZ Airpoints Gold Elite).

 

[lovestotravel]

kpc - Sorry to hear that the day trip you both had planned took an unexpected turn!

Hopefully a night away made up for it

 

[kpc]

Hopefully a night away made up for it

Yes...a romantic night at the HI Mel airport (courtesy of J*) on a Sat night is highly recommended:shock:. The breaks of travelling, I guess...although from now on, I will always bring my mobile phone charger even for supposed day trips (and a change of undies...):idea:

 

[lovestotravel]

Yes...a romantic night at the HI Mel airport (courtesy of J*) on a Sat night is highly recommended:shock:. The breaks of travelling a lot, I guess...although from now on, I will always bring my mobile phone charger even for supposed day trips:idea:

Ha ha Well yes I guess the phone charger, and a few other bits and pieces when on the last flight out could be an idea!

 

[serfty]

...although from now on, I will always bring my mobile phone charger even for supposed day trips (and a change of undies...):idea:

Hotel receptions can normally assist with a phone charger ... Not to sure about a change of undies though

 

[CaviAck]

What were the options they presented?

Not too bad.....

BUT

Would they have covered the total Hotel expense if you had waited for them to book it for you?

When my flight was cancelled Easter last year, three options were given:

1. Go home, if transport is needed it would be covered (up to a certain value but I can't remember)
2. Find your own way for accommodation and you can claim up to $150 back. As for food, ISTR it was $35 for dinner and breakfast, but I could be wrong.
3. They organise everything for you, took them about an hour to set us up with transport, accommodation and booking us onto the next flight the following day.

Everyone was given a $100 flight voucher for the troubles which appeared in my email 2 days after the incident.

 

[kpc]

Hotel receptions can normally assist with a phone charger ... Not to sure about a change of undies though

The QC also had phone chargers but I didn't bother...the hotel was quite good really - gave us toothbrushes, comb, shaving kit, bathroom robes to use as PJs etc...didn't ask for undies tho

When my flight was cancelled Easter last year, three options were given:

1. Go home, if transport is needed it would be covered (up to a certain value but I can't remember)
2. Find your own way for accommodation and you can claim up to $150 back. As for food, ISTR it was $35 for dinner and breakfast, but I could be wrong.
3. They organise everything for you, took them about an hour to set us up with transport, accommodation and booking us onto the next flight the following day.

Everyone was given a $100 flight voucher for the troubles which appeared in my email 2 days after the incident.

It sounds exactly what I was offered by email with option 2). Here is the J* automated email for others' reference:

Dear kpc,

Due to Engineering Requirements in Melbourne your flight JQ528 27/04/2013 from Melbourne to Sydney has been cancelled.
We sincerely apologise for the disruption to your service today and the inconvenience this may have caused you. It is our intention to operate all services to schedule, however on occasion unforeseen issues can unfortunately cause a disruption.
As a gesture of good will, we have arranged a Jetstar Travel Voucher to the value of AUD$100 for you to redeem on future Jetstar services. Please refer to the 'How to Access your Jetstar Travel Voucher' section below for details on how to obtain this voucher.
How can I get help with my booking?
You can manage your flight by speaking to a member of our Customer Service team at the airport or at our Call Centre. Simply call 131 538 and quote "Cancelled Flight" for priority assistance.

If you missed an onward connection with Jetstar or one of our Partner Airlines, you'll be re-seated onto the next available connection. Please see Jetstar staff for more information.
Are you away from your home Airport?
If Melbourne is not your home Airport (or is more than one hour's travel from your residence) and, despite Jetstar’s recovery attempts, you have been delayed overnight, Jetstar will endeavour to provide you with overnight accommodation.
Alternatively if you would like to arrange your own overnight accommodation, Jetstar will reimburse the following out of pocket expenses up to the maximum amounts listed below (upon provision of receipts):

Hotel Room	Up to AUD$150 per room
Dinner per person	Up to AUD$35
Breakfast per person	Up to AUD$15

[TD="colspan: 2"]Transport to/from airport to hotel including taxi if no bus or train service is available[/TD]

Please note reimbursement will only be provided for items that are accompanied by a receipt and where there are no alternate services arranged by Jetstar available to travel. If you request a refund Jetstar will not consider any request for reimbursement of expenses.
Please attach your receipts together with this email online via: Travel Expense Request.
Alternatively, please forward your receipts with the completed Payment Authority Form (see attached document) to Jetstar:
By Fax: 61 3 8668 1233
Post: PO Box 635, Sunshine, Victoria, 3020, Australia

How to Access your Jetstar Travel Voucher
If you are a Jetstar passenger and you have booked online or through the Call Centre your Travel Voucher will be automatically sent to the email address you provided during the booking process. If you booked with another carrier or travel agent, please call Jetstar on 131 538 to confirm your Jetstar booking reference number.
Please allow up to 3 business days for your voucher to be created, then:

1. Go to voucher request page.
2. Enter your full name and Jetstar booking reference number on your Jetstar itinerary and a valid email address.
3. Your voucher will be emailed to you within 24 hours.

Please note your voucher must be used within 6 months from the date of this email.
If you have travel insurance, this letter may be of assistance.
Again, we sincerely apologise for the disruption to your service today. If you would like to provide us with feedback please visit our online customer care feedback form.
We hope to welcome you aboard a Jetstar flight again soon.
Yours sincerely,
xx_xx_xx
Head of Customer Care

​

 

[Red Roo]

Thought I'll post our somewhat positive experience on my cancelled JQ flight last night which was the last Mel-Syd flight for the day, scheduled to leave at 2045 and arr in Sydney at 2210. There were mechanical problems and we didn't board till 2115. I was told that we needed to be airborne by 2150 to safely beat the 2300 Sydney curfew. Doors closed at 2130 with a packed flight. I started to get concerned when we didn't start pushback straight away...sure enough at 2150 pilot announced the initial problem had recurred and we had to deplane.

Got back to a deserted terminal, and had to wait 15-20 minutes for the ground crew to return....that wasn't so good. Melbourne residents were told to collect luggage and go home, and had to ring J* reservations to rebook a flight the following day. Those that needed accommodation had to wait til something was sorted out....there were nearly 100 people waiting so I asked if I could sort out my own accommodation and get reimbursed later...given the green light, and quick smart found a rate of $160 at the Holiday Inn Mel airport on my smartphone, and 15 minutes later we were checked in and in our room!!

Found an automated email from J*, stating that we would be reimbursed up to $150 for hotel (could catch taxi if no train / bus), $35 per person for dinner (not sure why as already past 10 pm), $15 per person for breakfast, given a $100 travel voucher for a J * flight each as an apology, and the claim form. Also given a phone number to ring, and 10 minutes later we had rebooked a 12 noon flight today at our request....told it was a QF flight but it was actually a Virgin flight (caused a bit of confusion at the Mel Qantas Club when they couldn't find our names but sorted out after they called J *).

Nevertheless, whilst I have not been reimbursed yet, I think it was a pretty good service recovery by J* for a $65 fare.....so if you don't want to hang around waiting for J* to sort something out, this is what they seem to offer if you are forced to overnight in a non home city due to a J* flight cancellation.

Glad to hear of this positive experience. Will definitely pass this on to the JQ team for their reference.

 

[Red Roo]

That's actually pretty good... Qantas cancelled a flight on me because of "mechanical reasons" and left me to buy my own ticket on Virgin at my expense (at less than an hours notice).

Did you raise this with our Customer Care team? They may be able to provide you with alternative solutions.

 

[kpc]

Not too bad.....

BUT

Would they have covered the total Hotel expense if you had waited for them to book it for you?

I faxed my claim for $160 to J* this am so it will be interesting to see whether I get $150 or $160 reimbursed for the room. Even if I only got $150, it was the wise decision to book the hotel room myself...I suspect it would have taken J* at least 60-90 minutes to sort out accommodation for all the pax (?100) whilst we we tucked up in our room at the HI Mel airport within 15 -20 minutes, having booked a room on my phone:mrgreen:

I agree - given the extra vouchers etc - I would be more than happy.

But if they are only going to reimburse $150 I would like to be advised of this prior to me making arrangements.

Let us know how you go

OK, nearly 3 weeks later after I faxed my claim in for the hotel night ($160), I received a phone call from J* today, stating they had received my claim, they wanted to check my bank account details and were going to refund me with $150 as per their policy. I pointed out the hard limit of $150 was not mentioned to me when I was at the service desk, and I was given the green light to organise my own accomodation, and only found out about the hard limit of $150 once I was checked into the hotel room. I also pointed out that we did not claim for dinner / breakfast and whilst $10 was not worth arguing about, it was just the principle that I had trouble with....she agreed but said she was unable to reimburse the $160 at her end but instead offered a $25 travel voucher...I accepted this offer a little grudgingly perhaps but the whole conversation was very civil and polite. Oh BTW, it will take another 15 business days before I see the $150 in my bank account..:shock:

Overall, reasonable outcome and service recovery I guess...take home message: If you can't find a hotel to stay at for $150 or less, you have to wait for J* to organise overnight accommodation, otherwise you will be out of pocket.

Will I fly J* again? Yes, esp. if it is JQ35 or JQ1!!:mrgreen:

 

[N860CR]

Sorry... managed to miss the followup on this thread when I hijacked it

What were the options they presented?

Refund or fly tomorrow were the options presented. Didn't work as my meeting was first thing the next day.

Did you raise this with our Customer Care team? They may be able to provide you with alternative solutions.

Most certainly did, Red Roo, and I was told that the Customer Care Executive was "happy to see" that I'd been provided with the options of either a refund or to fly the next day. I received two emails from customer care when I asked some direct questions and neither of them answered any of my queries (and were, in fact, just templates). One of the worst service recoveries I've ever experienced for a cancelled service and certainly pushed a lot of business away from Qantas. For the record, I was not even offered a good will voucher or the like.