Jetstar Problem

On 14th August 2006, my daughter Jane had booked a flight from Sydney to the Gold Coast on the Australian carrier Jetstar. She is not a seasoned traveller (nor am I) but was trying her best to to do the right thing.

Her flight was scheduled to take off at 7.05am and she was due to check in at 6.35am (30min before departure). She arrived at the terminal at 6.30am but because of her unfamiliarity with the airport she queued at the wrong counter for a few minutes before being directed to the correct counter.

The short story is that she arrived at the Jetstar counter at 6.37am only to be told that she was two minutes late and that she would have to pay $70 to continue her journey. When she reasoned with the receptionist the robotic response was "It's in your terms and conditions. You must be here 30 minutes before departure - read your terms and conditions".

What's worse, after she paid her money she was not allowed to board anyway. She was led to believe she was paying a "Late Fee", in fact she was buying a ticket for later flight.

The other passengers hadn't boarded and some were still checking in their luggage. What's the big deal?

It's is easy to say she should have been on time, but things happen. Yes, it costs money when a jet is held up in an airport, but seriously, was this really going to holdup departure?. It also costs money when people avoid your airline because you don't treat people decently. The strict application of rules might make some minion feel important for the moment, but in the end, does it really serve the purposes of the company?

...

Now I've had a chance to talk to a few people and understand the situation a little more clearly. Apparently Jane is not the only one to cop this treatment. Most said something like "You flew Jetstar! What were you thinking?". (Honestly, that's a sad reputation for any company).

The Jetstar marketing gurus might say "Next time she will be more punctual". I say "Fair dinkum mate, there won't be a next time?".

More to come...