JQ477 cancelled and Newcastle Airport closed - bushfire in area

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hgwells01

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Poor Jetstar service despite me telling them Newcasfle Airport was closed because I work next to and we are receiving regular info about road closures in the area they told me to go to the Airport because the call centre had no information otherwise and the flight was on time and scheduled to depart at 1440. Website says the same for Jetstar AND Newcastle Airport have not updated their website either to say its closed because of the approaching fire. Virgin had it right, flights marked as delayed. Airport did have staff at the front telling people they were closed, I suggested they tell Jetstar to update their info and perhaps they might like to update theirs as well, won't print what he said in response, it he was not impressed it had been overlooked. And I'm still waiting for the text that Jetstar said I would receive IF the flight was delayed.
 
I usually fly Virgin and they had at least updated their website, unfortunately we don't get a lot of choice in regional areas, I had a credit I had to use up and Jetstar was my only option. Flight moved to tomorrow, still no text, finally the website says to ctc Jetstar, flying home Virgin Sun as long as the fires get under control.
 
JQ poor form...but what amazes me is that NEWCASTLE AIRPORT isnt providing up to date info....the cynic in me suggests that the airport wants travellers/pax to go to the airport and forced to stay/eat/spend money at the airport!!! :shock:
 
under the radar said:
JQ poor form...but what amazes me is that NEWCASTLE AIRPORT isnt providing up to date info....the cynic in me suggests that the airport wants travellers/pax to go to the airport and forced to stay/eat/spend money at the airport!!! :shock:
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Newcastle Airport have been publishing they are closed for a number of hours:

Newcastle Airport closed due to bushfire

Newcastle Airport ‏@NTLairport2h
#Newcastle Airport is closed due to bushfire in close proximity. Please do not come to the airport until further notice.
 
lovestotravel said:
Again it's a LCC - You don't expect anything in terms of service when things go wrong

It's a pretty simple formula
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Thats a bit of a throw away comment and false:

Delays and Cancellations on the day of Departure:
All airlines at some time experience delays or flight cancellations at very short notice. At Jetstar your safety is always our highest priority, so sometimes we will have to delay or cancel your flight to ensure your travel is safe.
We certainly understand the impact this can cause, and our firm commitment to minimising cancellations is evidenced by Jetstar having one of the lowest cancellation rates of any major airline in Australia over the first five years of its operation. At Jetstar we never cancel flights on the day of departure for commercial reasons, or when we have not sold enough seats.
However, despite all the efforts we make, it is sometimes unavoidable that a flight is delayed or that we have to cancel a flight on the day you’re due to travel. In such circumstances, it’s important that you know what to expect, so we’re focussed on keeping you informed about the status of departure times with regular announcements at the airport.
If on the day you’re due to travel we have confirmed a delay of more than 45 minutes or we cancel your flight, and we are aware of the delay or cancellation more than two hours before the scheduled departure time, then we commit to:

  • advise you or your travel agent via SMS and/or time permitting a phone call, using the relevant contact details provided in your booking;
  • if you are not available and your voicemail is active, we will leave you a message; and
  • if your flight is cancelled, offer alternative transport arrangements to get you to your destination at no additional cost to you, usually on the next available Jetstar flight before or after your booked fligh
Customer Guarantee | Jetstar
 
markis10 said:
Thats a bit of a throw away comment and false:

Delays and Cancellations on the day of Departure:
All airlines at some time experience delays or flight cancellations at very short notice. At Jetstar your safety is always our highest priority, so sometimes we will have to delay or cancel your flight to ensure your travel is safe.
We certainly understand the impact this can cause, and our firm commitment to minimising cancellations is evidenced by Jetstar having one of the lowest cancellation rates of any major airline in Australia over the first five years of its operation. At Jetstar we never cancel flights on the day of departure for commercial reasons, or when we have not sold enough seats.
However, despite all the efforts we make, it is sometimes unavoidable that a flight is delayed or that we have to cancel a flight on the day you’re due to travel. In such circumstances, it’s important that you know what to expect, so we’re focussed on keeping you informed about the status of departure times with regular announcements at the airport.
If on the day you’re due to travel we have confirmed a delay of more than 45 minutes or we cancel your flight, and we are aware of the delay or cancellation more than two hours before the scheduled departure time, then we commit to:

  • advise you or your travel agent via SMS and/or time permitting a phone call, using the relevant contact details provided in your booking;
  • if you are not available and your voicemail is active, we will leave you a message; and
  • if your flight is cancelled, offer alternative transport arrangements to get you to your destination at no additional cost to you, usually on the next available Jetstar flight before or after your booked fligh
Customer Guarantee | Jetstar
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Why is it false ?

hgwells01 said:
Poor Jetstar service despite me telling them Newcasfle Airport was closed because I work next to and we are receiving regular info about road closures in the area they told me to go to the Airport because the call centre had no information otherwise and the flight was on time and scheduled to depart at 1440. Website says the same for Jetstar AND Newcastle Airport have not updated their website either to say its closed because of the approaching fire. Virgin had it right, flights marked as delayed. Airport did have staff at the front telling people they were closed, I suggested they tell Jetstar to update their info and perhaps they might like to update theirs as well, won't print what he said in response, it he was not impressed it had been overlooked. And I'm still waiting for the text that Jetstar said I would receive IF the flight was delayed.
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Again flying JQ, regardless of any printed customer guarantee rubbish, and expecting good customer service is pretty funny!
 
lovestotravel said:
Why is it false ?
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Your hyperbole suggests that the OP would still be waiting to hear, as that would be the case with no service, clearly not the case as this thread attests! You can expect them to meet their published obligations or claim your booty, thats hardly nothing, even for someone with low standards!
 
JessicaTam said:
I am not suggesting that pax be put on alternate flights or otherwise accommodated, just informed of the situation.
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Fair enough but it's Jetstar.... You get what you pay for

If it was Virgin or Qantas I'd be expecting a much higher level of service
 
The Newcastle fire plus single runway ops in SYD and dicey weather in in MEL is causing havoc in the system this afternoon.

The MEL lounge(s) are packed, lines 6 deep at the bar and single staff member serving, reminds me of some clubs on a Fri night, without the loud music. Food disappears as soon as it is placed out and no seating.

I quickly gave up on the J lounge and soon after headed out to the public area for some peace.

Oh well, that's traveling. I paid for transport, the rest is jam :)
 
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We refer to Maccas at the roundabout near Williamtown as "the Qantas Club" since there are no lounges at all at NTL, so the statement, tell the missus to wait at the Q Club until we fly over then come get me, was not the case today, lots of roads blocked and I was watching them water bomb the cars in the silver car park across the tarmac as I left the base, I understand that some exploded from the heat - can't confirm that, but some people that left them there to fly out somewhere might be getting a nasty shock when they return. When I got back to work and re-checked the sites, yes indeed finally the airport was up as closed and Jetstar had updated their website, obviously a long delay in that info getting out, radio had been broadcasting it for an hour before I left, but its only a 10 min round trip for me, I was just lucky - or unlucky I could walk out the back and see it coming. Some rain on the radar atm, hopefully they might get a light shower in some areas to assist, and I hope the smoke clears so I can make the 0820 flight out I rebooked for tomorrow. And no i've still not got that text the Jetstar lady said I would get IF the flight was cancelled, I just waited and rang them after the website was updated and rebooked myself.
 
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