Unfortunately JQs call centre is outsourced, is overseas based and is obviously very cheap. They can book tickets... But that's about all. When it comes to irregular operations they have no idea what's happening and have no support.
Good example: my partner was flying BNE-SYD on the last JQ flight of the evening a few months ago. It departed BNE very late with an ETA at SYD of 10:50pm. This was a bizarre SYD night where fog rolled in at about 10pm and virtually stopped all landings. I drove out to the airport, parked the car near the long term carpark and listened on my scanner to the plane on approach. At about 10:58 the crew called going around and I listened to the plane climb out over my head. Shortly after ATC advised that the curfew was in operation.
I drove home, had a look at flight aware and watched the aircraft heading direct west towards ADL (where it eventually landed).
I contacted the Jetstar call centre to confirm where the flight was going and request which hotel they would be using as my genius +1 had left their phone at home. I was told at least 5 times that the aircraft was "late" and would be landing in SYD at 10:50. I advised that it was now 11:45 and I was told again it would land at 10:50. I was even told "you say it's 11:45, but the plane will be landing at 10:50 sir". I advised that SYD airport closed at 11pm and I was told "no, airports don't close". I knew I was fighting a losing battle (it was entertaining though) and finally asked if the person would put me on hold, call JQ ops in SYD and ask what had happened.
"If you insist sir, but they will tell you the same". 10 minutes later... "Sir I have spoken with them and the plane is landing at 10:50". He even told me he "swore his job on it"
Eventually... A supervisor finally admitted nobody had called JQ in Australia and when he did, they confirmed the diversion.
It was a very entertaining phone call (I had few friends around and it was great entertainment for an hour!). My point... JQ employees glorified monkeys to work in it's call centre so don't expect help when things go wrong.
Good example: my partner was flying BNE-SYD on the last JQ flight of the evening a few months ago. It departed BNE very late with an ETA at SYD of 10:50pm. This was a bizarre SYD night where fog rolled in at about 10pm and virtually stopped all landings. I drove out to the airport, parked the car near the long term carpark and listened on my scanner to the plane on approach. At about 10:58 the crew called going around and I listened to the plane climb out over my head. Shortly after ATC advised that the curfew was in operation.
I drove home, had a look at flight aware and watched the aircraft heading direct west towards ADL (where it eventually landed).
I contacted the Jetstar call centre to confirm where the flight was going and request which hotel they would be using as my genius +1 had left their phone at home. I was told at least 5 times that the aircraft was "late" and would be landing in SYD at 10:50. I advised that it was now 11:45 and I was told again it would land at 10:50. I was even told "you say it's 11:45, but the plane will be landing at 10:50 sir". I advised that SYD airport closed at 11pm and I was told "no, airports don't close". I knew I was fighting a losing battle (it was entertaining though) and finally asked if the person would put me on hold, call JQ ops in SYD and ask what had happened.
"If you insist sir, but they will tell you the same". 10 minutes later... "Sir I have spoken with them and the plane is landing at 10:50". He even told me he "swore his job on it"
Eventually... A supervisor finally admitted nobody had called JQ in Australia and when he did, they confirmed the diversion.
It was a very entertaining phone call (I had few friends around and it was great entertainment for an hour!). My point... JQ employees glorified monkeys to work in it's call centre so don't expect help when things go wrong.
