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Late calling of JQ flights in QC? Missed flight

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ogs70

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Last night was scheduled for the red-eye PER-SYD JQ flight. Went to the QC prior to the flight and the boarding/final call did not flash up on the departures screen until around 15-20 minutes before the scheduled departure time (usually the flight boards late) at which point the announcement was made in the QC that the flight was boarding. We left immediately for the 5 minute walk to the gate, at which point we arrived just under 15 mins before scheduled departure and saw them close the doors and were told the flight was closed, and it left 10 minutes early.

We were advised at the gate that this was our fault, Jetstar and Qantas are two separate businesses and should have been at the gate 30 minutes before departure like our boarding passes advised (we only had mobile boarding passes, and they didn't).

Service desk was helpful, but could only offer an alternative 24 hours later, so not suitable for the nature of the trip. It was also mentioned with JQ moving to the adjacent terminal the paging system doesn't work and they have to phone through to the QC from the gate?

Do I have any recourse? or do I just chalk this up to a JQ life lesson..
 

samh004

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When you entered the lounge with JQ BP's, did the front desk advise you that they wouldn't be calling/to be at the gate at a set time etc? If they didn't mention this, despite you simply waiting for an announcement I'd chalk this up to their error not yours... but getting compensation is going to be very difficult as the right arm certainly doesn't talk to the left arm in this case.
 

ogs70

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There was nothing mentioned at the front desk, I did confirm how long it took to walk to the new Jetstar gates, however. In the lounge other JQ flights had been called prior to boarding..all I assume with enough time.

I agree, from what I gather Jetstar will pass blame to us/QC and Qantas will not be interested in what is a Jetstar customer issue.
 

Austman

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Last night was scheduled for the red-eye PER-SYD JQ flight. Went to the QC prior to the flight and the boarding/final call did not flash up on the departures screen until around 15-20 minutes before the scheduled departure time (usually the flight boards late) at which point the announcement was made in the QC that the flight was boarding. We left immediately for the 5 minute walk to the gate, at which point we arrived just under 15 mins before scheduled departure and saw them close the doors and were told the flight was closed, and it left 10 minutes early.

We were advised at the gate that this was our fault, Jetstar and Qantas are two separate businesses and should have been at the gate 30 minutes before departure like our boarding passes advised (we only had mobile boarding passes, and they didn't).

Service desk was helpful, but could only offer an alternative 24 hours later, so not suitable for the nature of the trip. It was also mentioned with JQ moving to the adjacent terminal the paging system doesn't work and they have to phone through to the QC from the gate?

Do I have any recourse? or do I just chalk this up to a JQ life lesson..
Are you sure of the detail in what you say above? It's because timings in these situations can be critical.

1. Jetstar advise arriving at the gate 25 minutes before departure and that they will close the gate 15 minutes before departure. I know that information IS printed on a "regular" JQ BP - although I don't know about mobile. Boarding | Jetstar

2. Are you talking about an SMS check-in? That means you first have to go on-line and choose to receive the SMS? Isn't the 25/15 minutes requirement stated while you are still on-line?

3. I agree that the announcements in the lounge need to be made early enough to get you to the gate on time.

4. According to Jetstar.com, last night's red-eye PER-SYD departed and arrived on time (not 10 mins early).

Perth Sydney, Departing Friday, 15 August 2014



StatusFlightPortScheduled TimesActual Times
ArrivedJQ989PerthScheduled Departure: 11:55 PMActual Departure: 11:55 PM
SydneyScheduled Arrival: 6:05 AMActual Arrival: 6:05 AM
 

YSSY

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Unfortunately that's a rookie error, low cost airlines are notoriously stringent with the gate closing times, always in their favour. Of course, if I were you i would definately try it on and see if you can get some compo, but wouldn't hold your breath. Sorry.
 

ogs70

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This was using the SMS check-in, so there would have been the standard timing requirements stipulated during that process online, I agree. The SMS just states that 'Bag drop closes 30mins before departure'.

The JQ staff at the gate did say it is 30 minutes before departure to be at the gate, but this may have been slightly wrong if it is indeed officially 25mins, but irrelevant anyway as we weren't there 25minutes before, either.

Regarding the early departure when I was at the service desk I overheard the gate staff which had come down mention to the supervisor we were talking to that Sydney went early, and it seemed as though it had only been 5 minutes since we had been at the gate with the same staff - so I assumed it left the gate around 10 minutes early?

I of course don't consider myself blameless, but I am equally disappointed with the QC screens not seeming to provide correct information and the lack of timely boarding announcement..
 

eastwest101

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4. According to Jetstar.com, last night's red-eye PER-SYD departed and arrived on time (not 10 mins early).
According to FlightRadar24 JQ989 was pushed back at 1152pm so if the aircraft doors were closed say 5 mins before that then the OPs story may not be entirely incorrect. I am guessing the JQ boys and girls wanted to get home/have been instructed that they will only be paid until midnight and not a second more, take your pick between the two, so this is what happens when you schedule a 23:55pm departure time.
 

Austman

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I'm guessing that JQ closed the flight exactly 15mins before the scheduled departure.

An on-line/mobile/SMS check-in without checked baggage doesn't show that the pax even made it to the airport.

So I'm guessing that the OP had no checked baggage?

I note some airlines track that a passenger went into a lounge. That doesn't seem to happen for QF/JQ domestic flights where just a show of a BP and a card can get you access.
 

samh004

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According to FlightRadar24 JQ989 was pushed back at 1152pm so if the aircraft doors were closed say 5 mins before that then the OPs story may not be entirely incorrect. I am guessing the JQ boys and girls wanted to get home/have been instructed that they will only be paid until midnight and not a second more, take your pick between the two, so this is what happens when you schedule a 23:55pm departure time.
Delving off the topic here, this is the attitude that shines through Jetstar whenever I have to deal with them. It's like them doing their job is a burden on them, providing a service to me is a hindrance. Sure, they might not be going after loyalty, and people will always have to fly them because they're cheaper than others... but the brand, how people feel about them as a whole and how that then reflects on their parent... it'll eventually be noticed. I would love an undercover boss segment with the various parts of JQ, especially MEL in my opinion... because of the CEO thinks the current service is appropriate, or if the parents CEO thinks that, it's going to be a bumpy road ahead...

Back to the topic.
 

boomy

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Unfortunately that's a rookie error, low cost airlines are notoriously stringent with the gate closing times, always in their favour. Of course, if I were you i would definately try it on and see if you can get some compo, but wouldn't hold your breath. Sorry.
I would not say it's a rookie error to trust QF lounge announcements with JQ boarding times based on a rare case of miscommunication. On 99% of the times if you will start walking to the gate as soon as you hear the JQ boarding announcement in the QF lounge you will not miss your flight.
 

MelUser

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Had you checked luggage?

IF YOU Have checked luggage it is easier for airline to find you rather than airline to unload you bags.

Unfortunately if you fly jetstar - all of the usual rules that nice normal airlines would apply go out the window. They treat you like sh__ (you will see that this is the first time I have sworn on this website) and no one cares.

In fact one of the BRW 100 richest people in Australia flew jetstar from Darwin and they closed they flight right in front of his face - he was on his phone at the gate and they just slammed the door shut.

ANyone who flies with jetstar ( i have done so and will do so for a friday night flight where there is no QF alternative) does so at there own peril.

It seems that they are happy when you miss the flight and they cancel your ticket - I have never known another business entitiy to enjoy a person's suffering and misery as Jetstar does.
 

ogs70

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As you guessed, we didn't have any checked luggage.

Despite the bad experience at the gate, for what it's worth, I will add the Service desk supervisor was (after initially just advising we should contact Jetstar CS) helpful and empathetic, spending considerable time looking at alternative JQ options with us within the scope of what seemed the limited discretion JQ HQ delegate to them.
 
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tomo69

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Had you checked luggage?

IF YOU Have checked luggage it is easier for airline to find you rather than airline to unload you bags.

Unfortunately if you fly jetstar - all of the usual rules that nice normal airlines would apply go out the window. They treat you like sh__ (you will see that this is the first time I have sworn on this website) and no one cares.

In fact one of the BRW 100 richest people in Australia flew jetstar from Darwin and they closed they flight right in front of his face - he was on his phone at the gate and they just slammed the door shut.

ANyone who flies with jetstar ( i have done so and will do so for a friday night flight where there is no QF alternative) does so at there own peril.

It seems that they are happy when you miss the flight and they cancel your ticket - I have never known another business entitiy to enjoy a person's suffering and misery as Jetstar does.
Here here !
 

Kefci2000

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I think you are being a bit harsh

Having to fork out my own coin for weekly MEL-SYD, I quite regularly find myself on Jetstar.

Procedures are known well in advance, and I always make sure I am at gate 20 mins before.

FA's are quite stringent on the close the door at T-11 mins unless they have a request from ops to hold.
 

JohnK

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It seems that they are happy when you miss the flight and they cancel your ticket - I have never known another business entitiy to enjoy a person's suffering and misery as Jetstar does.
It's sad how a business entity can change human beings employed with them to enjoy another person's suffering and misery.

Or is that just natural behaviour for human beings?
 

moa999

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In fact one of the BRW 100 richest people in Australia flew jetstar from Darwin and they closed they flight right in front of his face - he was on his phone at the gate and they just slammed the door shut.
I would applaud the Jetstar staff for ensuring an on time departure, no matter who you are or how important the phone call was (no reason said person couldn't have continued down the ramp on phone, or asked to call back in 60 secs)
 

boomy

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I would applaud the Jetstar staff for ensuring an on time departure, no matter who you are or how important the phone call was (no reason said person couldn't have continued down the ramp on phone, or asked to call back in 60 secs)
They don't do it because they care about the pax and want them to arrive on time to their destinations. They only do it to save as much time and money.
I prefer an airline like QF who calls me to ask where I am and how long will it take me to reach the gate if I'm a few minutes late.
I'm sure most pax won't mind waiting for a while if someone is late because it can happen to anyone at some point.
 

dajop

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I don't know what peoples ongoing problems with Jetstar are. They have rules, follow them or expect to be in a sticky situation. Or fly with someone else. It's not as if they're the new kid on the block and these sorts of things have never been heard of before. It really is buyer beware.

Other businesses have rules too. My parents had some a couple of hundred dollars worth of ticketmaster gift cards that that they'd been given for Xmas that expire 12 months after purchase ... And forgot about them until about 14 months later. Even though the shop assistant didn't write the purchase date on them (and therefore we argued no actual expiry date was shown) Ticketmaster refused to even partially honor the gift cards, happy to pocket the $200. Tough! They were the rules of the contract, same with Jetstar's contract requiring people to present themselves at the gate a certain number of minutes before departure. It's a harsh, but Jetstar are hardly the only "harsh" business (think banks ..........).
 

moa999

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Yep. I'm sure Jetstar's model assumes a certain %ge of pax miss flights for various reasons and are forced to buy more expensive last minute tickets.

Much like Ticketmaster and indeed all the airline and hotel programs factor in a certain percentage of breakage
 
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