In December my wife and I were booked on a Jetstar flight from Sydney to Melbourne and were denied a bag drop only 8 seconds (trust me I checked!) after being issued with 2 boarding passes and a luggage tag from the check-in kiosk. As we could not travel without our bag, nor re-book on a Jetstar flight (next available flight was 14 hours later!), we were left with no choice but to pay an additional $900 dollars for two one-way Qantas flight tickets to Melbourne.
Nick Sams (Head of Customer Service for Jetstar) response was that "although we had completed the check in process we apparently ran out of time (8 secs!) to drop off our bags before the baggage drop closed"
He went on to explain that "even if a bag tag and boarding passes have been issued, Jetstar is
not obligated to accept our checked baggage if it is not dropped off prior to
the check in and baggage drop deadline" They were not prepared to offer any compensation nor refund our untraveled fare under these circumstances"
Am I being overly critical or just plain "out of luck" Would be interested to hear from other travelers who have experienced a similar issue. Am I entitled to some compensation? Jetstar clearly isn't interested in customer satisfaction nor uphold their own "customer guarantee"
I take it this was the Nick Sams you are referring to - https://www.linkedin.com/in/nick-sams-8986a541 - would seem you got to speak to the OneStar person responsible for "highly escalated and legal risk complaints"
The rest of his role description with OneStar certainly makes for interesting reading...
But getting back to your issue - not sure why OneStar would be so belligerent - there systems would tell them that pax had checked in and printed tags - bouncing you seems very harsh.
Last time I flew with Jetstar from MEL to HBA. It was the last flight in the day. I successfully dropped in my baggage at least 1 hour prior, but I fail to claim my baggage at the Hobart Airport. The schedule of the shuttle bus at Hobart is based on the Airline timetable. So it is the last shuttle bus to the down town as well. As I fail to claim my baggage and I cannot catch up the bus due to I spend on time to wait for my un-coming baggage. And I took a taxi back home.
Although Jetstar gave back my baggage at next day morning, and they reimbursed my taxi fee, but I still disappointed about their attitude for the customer as they said " VALUED CUSTOMER".
Although Jetstar gave back my baggage at next day morning, and they reimbursed my taxi fee, but I still disappointed about their attitude for the customer as they said " VALUED CUSTOMER".
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At least Jetstar reimbursed your taxi fare, be thankful for that. It's really grind my gears for people not to accept an apology or a bit of compensation
Look, I feel your frustration, however JetStar is BUDGET airline and thus has to be dealt with as a such. They printed in red everywhere on their booking confirmation that they will not wait even split second. Basically play their rules or fly with someone else. They will not wait for you to jump on board as Qantas did once ages ago for my wife and myself - we was late to BNE-LAX plane because our plane MEL-BNE was delayed and whole fully loaded B747 was waiting for us good 20 min (I asked neighbor passenger) - once we jump on board they slam door and start taxi immediatelly. Those golden days bygone forever for Qantas - gorget about JetStar!
Last time I flew with Jetstar from MEL to HBA. It was the last flight in the day. I successfully dropped in my baggage at least 1 hour prior, but I fail to claim my baggage at the Hobart Airport. The schedule of the shuttle bus at Hobart is based on the Airline timetable. So it is the last shuttle bus to the down town as well. As I fail to claim my baggage and I cannot catch up the bus due to I spend on time to wait for my un-coming baggage. And I took a taxi back home.
Although Jetstar gave back my baggage at next day morning, and they reimbursed my taxi fee, but I still disappointed about their attitude for the customer as they said " VALUED CUSTOMER".
Sorry, mate I cannot get your rant. I would give cudos for JetStar is this situation.
I feel for people from places that have been Jetstarred by QF and had QF services removed and replaced only by Jetstar, living in Townsville I know it too well, but I still make a choice not to fly them. However in your case this is clearly a choice made by yourself as SYD - MEL is well serviced by VA and QF, Jetstar are rigid because that's where they make their money, luggage, seating, meals etc, everyone knows it.
I really can't understand why you are complaining. Firstly, you chose to fly a budget airline and as such, you were treated as a budget customer. Secondly, you left it too late to drop your bags. It doesn't matter if it was 8 seconds or 8 minutes. You simply left no margin for error.
I don't think you will get much sympathy on this site for your error.
I really can't understand why you are complaining. Firstly, you chose to fly a budget airline and as such, you were treated as a budget customer. Secondly, you left it too late to drop your bags. It doesn't matter if it was 8 seconds or 8 minutes. You simply left no margin for error.
I don't think you will get much sympathy on this site for your error.
Grannular, you missed the last, yet subtle point made by the OP; that is "A disappointed Platinum Frequent Flyer." That I believe summarises the entire context of this post, which is, if I may paraphrase: Jetstar, you are part of the Qantas family. Why did you treat me so badly? Do you not know that I'm a Platinum QFF member?
I think it has become evident, particularly in 2016 with the changing of terminals for Jetstar departures away from Qantas Clubs, that the Qantas groups views Jetstar as set apart from Qantas. People need to wake up to that reality.
Jetstar has always been run separately from Qantas... apart from the Lounge Perk, and the occasional status credits and points one gets when buying the package, there is no other benefit one should expect from JetStar as a Qantas Frequent Flyer...THEY ARE TOTALLY DIFFERENT!!
Being a QANTAS Platinum QFF has no impact on your JETSTAR experience... the sooner you learn that, the less disappointment you will get yourself in.
Hi Guest, join in the discussion on
Jetstar experience gone wrong!
awayne
awayne
Emirates Airlines - Skywards
Member since 04 Jul 2016
Total posts 1
In December my wife and I were booked on a Jetstar flight from Sydney to Melbourne and were denied a bag drop only 8 seconds (trust me I checked!) after being issued with 2 boarding passes and a luggage tag from the check-in kiosk. As we could not travel without our bag, nor re-book on a Jetstar flight (next available flight was 14 hours later!), we were left with no choice but to pay an additional $900 dollars for two one-way Qantas flight tickets to Melbourne.
markpk
markpk
Qantas - Qantas Frequent Flyer
Member since 29 Nov 2013
Total posts 456
I take it this was the Nick Sams you are referring to - https://www.linkedin.com/in/nick-sams-8986a541 - would seem you got to speak to the OneStar person responsible for "highly escalated and legal risk complaints"
Zimin
Zimin
Qantas - Qantas Frequent Flyer
Member since 21 Jan 2017
Total posts 3
I totally feel for you.
highflyer
highflyer
Qantas - Qantas Frequent Flyer
Member since 10 Apr 2012
Total posts 186
So, its the airlines fault you left it so fine that you missed the bag drop deadline?
Doubleplatinum Banned
Doubleplatinum Banned
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
gazzaoak
gazzaoak
Member since 22 Aug 2015
Total posts 8
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Although Jetstar gave back my baggage at next day morning, and they reimbursed my taxi fee, but I still disappointed about their attitude for the customer as they said " VALUED CUSTOMER".
[/QUOTE]
At least Jetstar reimbursed your taxi fare, be thankful for that. It's really grind my gears for people not to accept an apology or a bit of compensation
Steve987
Steve987
Member since 23 Feb 2015
Total posts 268
The age of entitlement... SMH
Serg
Serg
QFF
Member since 12 Apr 2013
Total posts 923
Look, I feel your frustration, however JetStar is BUDGET airline and thus has to be dealt with as a such. They printed in red everywhere on their booking confirmation that they will not wait even split second. Basically play their rules or fly with someone else. They will not wait for you to jump on board as Qantas did once ages ago for my wife and myself - we was late to BNE-LAX plane because our plane MEL-BNE was delayed and whole fully loaded B747 was waiting for us good 20 min (I asked neighbor passenger) - once we jump on board they slam door and start taxi immediatelly. Those golden days bygone forever for Qantas - gorget about JetStar!
Serg
Serg
QFF
Member since 12 Apr 2013
Total posts 923
Sorry, mate I cannot get your rant. I would give cudos for JetStar is this situation.
GBRGB
GBRGB
Qantas - Qantas Frequent Flyer
Member since 21 Jan 2014
Total posts 292
I feel for people from places that have been Jetstarred by QF and had QF services removed and replaced only by Jetstar, living in Townsville I know it too well, but I still make a choice not to fly them. However in your case this is clearly a choice made by yourself as SYD - MEL is well serviced by VA and QF, Jetstar are rigid because that's where they make their money, luggage, seating, meals etc, everyone knows it.
Grannular
Grannular
Member since 31 Mar 2014
Total posts 272
I really can't understand why you are complaining. Firstly, you chose to fly a budget airline and as such, you were treated as a budget customer. Secondly, you left it too late to drop your bags. It doesn't matter if it was 8 seconds or 8 minutes. You simply left no margin for error.
Yaf
Yaf
Member since 02 Nov 2012
Total posts 47
Most companies allow for margin of error in their systems
TheRealBabushka
TheRealBabushka
Member since 21 Apr 2012
Total posts 2,058
Grannular, you missed the last, yet subtle point made by the OP; that is "A disappointed Platinum Frequent Flyer." That I believe summarises the entire context of this post, which is, if I may paraphrase: Jetstar, you are part of the Qantas family. Why did you treat me so badly? Do you not know that I'm a Platinum QFF member?
I think it has become evident, particularly in 2016 with the changing of terminals for Jetstar departures away from Qantas Clubs, that the Qantas groups views Jetstar as set apart from Qantas. People need to wake up to that reality.
highflyer
highflyer
Qantas - Qantas Frequent Flyer
Member since 10 Apr 2012
Total posts 186
Jetstar has always been run separately from Qantas... apart from the Lounge Perk, and the occasional status credits and points one gets when buying the package, there is no other benefit one should expect from JetStar as a Qantas Frequent Flyer...THEY ARE TOTALLY DIFFERENT!!