Robbery? [JQ denied travel in paid seat for Infant on Check-in!]

[Pushka]

The was an issue a couple of years ago where a J* PAX who had booked a comfort seat found it allocated elsewhere on the aircraft.

And similarly a large passenger was required to book two seats and found they were allocated two seats but on each side of the aisle.

 

[Melburnian1]

The airline(s) consumer advocate may be useful after you have formally complained to Jetstar - a letter not an email works best (send it to Jetstar's head office in Bourke Street, Melbourne Vic 3000 (I think the street number is 667) but after that if you remain dissatisfied, one option is to take Jetstar 9as a Victorian registered company) to the Victorian Civil and Administrative Tribunal.

There have been a small number of such cases reported in the newspapers in the last few years. It appears that threats of a VCAT hearing can be a most effective tactic as the airlines are concerned about precedents being set by the increasingly legalistic VCAT.

 

[Sprucegoose]

The was an issue a couple of years ago where a J* PAX who had booked a comfort seat found it allocated elsewhere on the aircraft.

Yes 'come fly with me' perfected that one!

 

[fursten]

Thanks for support.. Update got a phone call on Friday afternoon (Anzac Day) from the company's overseas call center, first before wanting to talk to me they wanted to verify who I was and started to ask personal questions, quickly told them since they had called me I had no interest in verifying private information to an anonymous person who claimed to be representing Jetstar.
They quickly changed tack, and were delighted to tell me that in response to my email complaint they had processed my refund for the forward journey and that it will be in my bank account.
I do not think they understood that the issue was not about refund, by way they confirmed that my grand daughter could not have a seat, but when I pointed out that she had one on way back, why had they not cancelled whole booking they had no answer, but heard typing going on in background so assume my whole conversation was being transcribed .
I advised them that their response was in no way adequate and legal proceedings are being commenced for misleading and deceptive action, and may throw in discrimination. Did not mean anything to call center person but hope when summons turns up at head office a real person with authority will actually contact us.
VCAT is where this will end up

 

[Simo]

I purchased a ticket for my under 2 year old many years ago.

Little Miss Simo had to sit on one of our laps during take off and landing but during the flight she sat in her seat and coloured in.

 

[Sprucegoose]

Thanks for support.. Update got a phone call on Friday afternoon (Anzac Day) from the company's overseas call center, first before wanting to talk to me they wanted to verify who I was and started to ask personal questions, quickly told them since they had called me I had no interest in verifying private information to an anonymous person who claimed to be representing Jetstar.
They quickly changed tack, and were delighted to tell me that in response to my email complaint they had processed my refund for the forward journey and that it will be in my bank account.
I do not think they understood that the issue was not about refund, by way they confirmed that my grand daughter could not have a seat, but when I pointed out that she had one on way back, why had they not cancelled whole booking they had no answer, but heard typing going on in background so assume my whole conversation was being transcribed .
I advised them that their response was in no way adequate and legal proceedings are being commenced for misleading and deceptive action, and may throw in discrimination. Did not mean anything to call center person but hope when summons turns up at head office a real person with authority will actually contact us.
VCAT is where this will end up

Good they need a shake up. Let us know how it goes.

 

[RooFlyer]

FWIW it appears that you were lied to and the check-in agent was just grabbing the infant's seat for another pax to relieve their need to shift extra pax du to the cancellation.

I'm very glad to hear your response to their cold call and that you will be taking the issue further, formally.


As an aside, I've never been in the situation of buying a seat for a toddler. I am in no way criticizing anything the OP did, but couple of queries if someone will indulge me:

* Do you have to declare the infant's age when you buy the ticket/seat?

* Do you have to declare anywhere that yes, you will provide a car seat if the toddler can't use an airline seat belt effectively? Or is the decision left to you to turn up with a car seat or not?

I'm just asking this because I'd be surprised if toddlers could be placed in an airline seat without some form of regulation. By law there is an age where you have to use a car seat in a car, as the infant would slip under the regular seat belt. Surely the same with an airline seat - you are not permitted to put an infant in a regular seat under a certain age / size (however defined)?

Again, I'm in no way supporting what Jetstar did. But just curious about what the booking process does in respect of toddlers/infants.

 

[MEL_Traveller]

FWIW it appears that you were lied to and the check-in agent was just grabbing the infant's seat for another pax to relieve their need to shift extra pax du to the cancellation.

I'm very glad to hear your response to their cold call and that you will be taking the issue further, formally.


As an aside, I've never been in the situation of buying a seat for a toddler. I am in no way criticizing anything the OP did, but couple of queries if someone will indulge me:

* Do you have to declare the infant's age when you buy the ticket/seat?

* Do you have to declare anywhere that yes, you will provide a car seat if the toddler can't use an airline seat belt effectively? Or is the decision left to you to turn up with a car seat or not?

I'm just asking this because I'd be surprised if toddlers could be placed in an airline seat without some form of regulation. By law there is an age where you have to use a car seat in a car, as the infant would slip under the regular seat belt. Surely the same with an airline seat - you are not permitted to put an infant in a regular seat under a certain age / size (however defined)?

Again, I'm in no way supporting what Jetstar did. But just curious about what the booking process does in respect of toddlers/infants.

thiswas discussed up thread. jetstar sets out the requirements for an extra seat for toddlers, either an appropriate restraint device or they must be able to sit up unaided.

 

[fursten]

FWIW it appears that you were lied to and the check-in agent was just grabbing the infant's seat for another pax to relieve their need to shift extra pax du to the cancellation.

I'm very glad to hear your response to their cold call and that you will be taking the issue further, formally.


As an aside, I've never been in the situation of buying a seat for a toddler. I am in no way criticizing anything the OP did, but couple of queries if someone will indulge me:

* Do you have to declare the infant's age when you buy the ticket/seat?

* Do you have to declare anywhere that yes, you will provide a car seat if the toddler can't use an airline seat belt effectively? Or is the decision left to you to turn up with a car seat or not?

I'm just asking this because I'd be surprised if toddlers could be placed in an airline seat without some form of regulation. By law there is an age where you have to use a car seat in a car, as the infant would slip under the regular seat belt. Surely the same with an airline seat - you are not permitted to put an infant in a regular seat under a certain age / size (however defined)?

Again, I'm in no way supporting what Jetstar did. But just curious about what the booking process does in respect of toddlers/infants.

In answer to questions,
no query re age, however when I booked made it clear to booking agent that it was toddler. Also as was international flight had to put in passport details.

it is stated you need to bring car seat or an approved harness, we have an approved harness.

 

[RooFlyer]

thiswas discussed up thread. jetstar sets out the requirements for an extra seat for toddlers, either an appropriate restraint device or they must be able to sit up unaided.

I saw your post up thread, but I was focusing more on the booking process (on line I thought but the OP in post above says it was on phone and has answered my query) - did it actively enquire about ages of young pax and then direct appropriate measures? (BTW I get a broken link in following the link in your post )

 

[winfred]

Positively sexist of Jetstar too - dictating mum's lap.

Can't agree more. It was mostly my lap (Dad's) when I was travelling with my kids.

 

[winfred]

Better training by J* would have avoided this but it costs money to train and airfare would need to go up or profit would be to come down and both are not going to happen any time soon.

I had problems with J* last year and the altitude is that I was travelling a low costs airline so don't demand anything and I should be grateful that I was allowed to fly.

 

[Lucky_man]

I have had a similar but much more trivial issue with QF and toddler in paid seat. When I asked for the chicken for toddler was asked if I had pre-ordered an infant meal - I said I had not and I was just looking for the adult meal. I was told that I'd have to wait and see if they had any left as there were others to be fed.

I expressed that I was confused - I would have thought that the seat was going to come with a meal regardless of the passengers age, didn't know I had to make special arrangements and asked FA to explain - FA handed over a meal. Latter FA returned and apologized for the confusion - probably after checking the manifest.

Overall though QF has done great with us traveling with an infant - including finding us a loan approved 'car' seat when it turns out ours did not meet some rule.

 

[Pushka]

I have had a similar but much more trivial issue with QF and toddler in paid seat. When I asked for the chicken for toddler was asked if I had pre-ordered an infant meal - I said I had not and I was just looking for the adult meal. I was told that I'd have to wait and see if they had any left as there were others to be fed.

I expressed that I was confused - I would have thought that the seat was going to come with a meal regardless of the passengers age, didn't know I had to make special arrangements and asked FA to explain - FA handed over a meal. Latter FA returned and apologized for the confusion - probably after checking the manifest.

Overall though QF has done great with us traveling with an infant - including finding us a loan approved 'car' seat when it turns out ours did not meet some rule.

That sounds like a reasonable error. They probably just thought you'd been given a spare seat and hadn't paid for it.

 

[TraceyK90]

I purchased a ticket for my under 2 year old many years ago.

Little Miss Simo had to sit on one of our laps during take off and landing but during the flight she sat in her seat and coloured in.

We once did the same on a V Australia flight to LA, bizzy was 16 months, popped her on a lap for take off and landing in a child seat belt.

 

[N860CR]

I had problems with J* last year and the altitude is that I was travelling a low costs airline so don't demand anything and I should be grateful that I was allowed to fly.

That's an interesting attitude to have. I believe you should at the very least be entitled to what you pay for. If one buys a Hyundai and it doesn't start when you go to pick it up at the dealer, should the attitude be "it was a low cost car, I should be grateful to even be allowed to buy it"

 

[ozbeachbabe]

Overall though QF has done great with us traveling with an infant - including finding us a loan approved 'car' seat when it turns out ours did not meet some rule.

The 'some rule' was possibly that all child restraints need to have an Australian Standards number on the restraint for it to be deemed suitable.

 

[Lucky_man]

The 'some rule' was possibly that all child restraints need to have an Australian Standards number on the restraint for it to be deemed suitable.

I had the number and had checked the model and everything before the flight with Qantas by phone (as required) but then check in desk attendant called for help and some manual was consulted. To their credit they checked the website and could see I had done everything right (by the website). The FAQ here https://qantas.custhelp.com/app/answers/detail/a_id/295 says the restraint can be forward or rear facing but does not say that a rear facing restraint does not include the rear facing capsules used in the first few months.

But it is a good point about the number - even after having found it once before on our seat we used later it was very hard to find at check out.

 

[chemtrails]

All this rubbish is standard for Jetstar. Stay away if you can. I am very happy paying a little more to deal with a real airline not the warped prodigy and "make it up as you go" rules of the "garden gnome" airline.

* "Garden Gnome"; slang for a very short guy running a major airline in Australia with an inferiority complex he blames on all Australians because he isn't one.

More than 50% saving potential for a family to HNL is a big motivating factor for choice, especially if we're talking 6 tickets.