Jet* [StarClass] Questions

[serfty]

My 45 minute wait was in SYD about 2 years ago.

On board, you get the same food as Y, except it is included in the price.

 

[MrJetset]

Thanks for all the input. I feel much better than I did a few days ago.

So here's my plan on surviving Jetstar:

• Travel Starclass
• Only do international daytime flights. We're returning from HKT on VA. (Decided I'd rather pay cash then use the FF points to come back from BKK on QF or BA in J).
• Check in at T-2:45. If the queue looks busy and full of Y pax, feign ignorance and go to the service desk to ask where the priority check in is.
• Eat a 3 course meal in the F Lounge thus reducing the reliance for on board food.
• Fill up my iPod with trashy MTV shows.

As for the DOM comparison. I actually think *Class may be better for 8 hours, than the new A330 Y+ configs masquerading as J for 5 hours....

 

[JetstarNews]

Given that Simon Westaway has joined AFF, I wanted to post a few questions in the forum for his response:

Simon, I'm flying *class in a few weeks for the first time. I've heard good reports, however two issue that keeps coming up are that seats that were selected by the pax often get changed. Why does this happen more often than other airlines, particularly for *class passengers? I understand this may be an operational requirement, however I have several friends on full *Class fares that have experienced this.

Secondly why do *Class pax have to fight for the priority check-in that is a benefit of the fare?

While I appreciate that you don't recognise WP, I'd like you to honour both of the above.

Thanks for the feedback about StarClass seat allocation.

While we always try to accommodate our customers’ seat requests in StarClass, final seating on all our aircrafts is arranged to ensure that the aircraft load is safely distributed. Circumstances such as weather conditions (and the need to take on addition fuel), freight and passenger loads may change and this affects the weight distribution of the aircraft. While we endeavour to seat passengers together or as they have requested, it is not always possible to do so. Safety is our number one priority so we will always follow the appropriate safety measures for our aircraft.

In regard to your second question - and if I understand you correctly - this may be a signage problem and I’m sorry to hear if the StarClass priority check-in signage has been unclear or absent at your departure airport.

We appreciate the feedback and I'll get our customer care team to pass this information onto our International Training and Standards Manager.

Please note: If you require a prompt response on these matters it's best to contact our customer care team direct. I'm more here to provide comment on Jetstar operational questions. Of course I'll do my best to get back to you within 24 hours if possible.

I hope this clarifies your questions.

Cheers,

Simon

 

[JetstarNews]

Re: StarClass Observations

Observations (MEL and SYD) for JQi:

• There have been times the *Class queue does not exist - I go to JQ the customer service desk and ask; I have then been escorted to the front.
• Other times the *Class queue exists but there is no signage. What's with that?
• Check-in is supposed to open 180 minutes before the flight. While there are often staff around, they lollygag, chatter, procrastinate and generally take their sweet time. Rarely does check-in open at 3 hours, more often ~2¾ or worse - once I experienced 2¼.:-|

I'm sorry to hear if the StarClass priority check-in signage has been unclear or absent at your departure point. As stated in my previous post our customer care team will pass this information onto our International Training and Standards Manager.

I have spoken to our customer care team and in order to offer you competitively priced low fares we must keep our operating costs as low as possible. We do this by focusing on efficient aircraft utilisation, turn-around times and improved on-time departures. We achieve this through a range of measures such efficient staff rostering by opening check-in for international flights 3 hours before scheduled departure and for domestic flights 2 hours before departure. We believe this model better serves most of our customers who don’t require full service facilities or complex itineraries.

We're disappointed to hear that our staff may not be opening check-in on time. We appreciate the feedback and I'll personally pass it onto the relevant Airport Managers for follow up with our staff.

I hope this helps.

Cheers,

Simon

 

[MrJetset]

Re: StarClass Observations

I'm sorry to hear if the StarClass priority check-in signage has been unclear or absent at your departure point. As stated in my previous post our customer care team will pass this information onto our International Training and Standards Manager.

I have spoken to our customer care team and in order to offer you competitively priced low fares we must keep our operating costs as low as possible. We do this by focusing on efficient aircraft utilisation, turn-around times and improved on-time departures. We achieve this through a range of measures such efficient staff rostering by opening check-in for international flights 3 hours before scheduled departure and for domestic flights 2 hours before departure. We believe this model better serves most of our customers who don’t require full service facilities or complex itineraries.

We're disappointed to hear that our staff may not be opening check-in on time. We appreciate the feedback and I'll personally pass it onto the relevant Airport Managers for follow up with our staff.

I hope this helps.

Cheers,

Simon

Thanks Simon, really appreciate your response.

There was also a concern that other pax who were not traveling in *Class were using the priority check-in, and the ground staff weren't enforcing priority for those pax actually in *Class leaving the pax to essentially fight it out. If you could address this with the airport managers, that would be great too.

 

[Hvr]

On 04 Nov I took JQ29 to BKK in *Class, an absolutely fantastic trip.

Check in at MEL AP was quick and there was a separate line for *Class pax. I was politely asked if I was eligible to check in there and then quickly processed into my preassigned seat. My carry on backpack had a small sticker put around the handle without further ado. Check in opened at exactly three hours prior to departure.

Received a priority immigration card and then went to the Qantas club where entry was easy. Priority boarding was enforced and I was made welcome on board. There was an amenities pack on the seat as well as noise cancelling headphones.

The first meal is shown below.


Uploaded with ImageShack.us

I was offered and declined a personal video player, I had my net book and watched heaps of stuff.

The second meal is shown below:



Uploaded with ImageShack.us


Staff were very friendly and the CSM was wonderful, her enthusiasm for her job really shone. She spoke to her staff very respectfully even when showing them how to rectify a minor mistake or how to do a particular procedure.

I don't drink alcohol or tea/coffee and was only asked once, my choice was remembered. However soft drinks and hot chocolate were offered which was appreciated.


The third meal is shown below:


Uploaded with ImageShack.us


I really enjoyed my *Class trip and would not hesitate to take another trip in this cabin, I got a very good deal ($1035) for MEL-BKK *Class return and it was a very good status run to make WP for the first time.

My return trip JQ30 on Sunday 07 Nov was equally enjoyable. When I arrived at BKK AP the check in was opened about 3.5 hours prior to departure, again a priority check in line with no problems. Through to the Qantas club for a meal.

A search of bags prior to boarding took awhile. No priority for *Class pax and a quick question about this showed they had received lots of queries.

Again priority boarding and the amenities pack on the seat. Joy of joy, I had the same CSM and she remembered me. She was excited to see me and welcomed me on board. When she had a free moment she asked me about my quick trip. I explained that I was doing a status run and she thought that was a great idea.

After take off I went to sleep and slept solidly for about six hours. Seat was fully reclined, ear plugs in and eye mask on tight meant I slept very well.

When I woke up I enjoyed the quiet for awhile and then we had breakfast, no photo, I forgot.

A little excitement, as we came into land we were told we had to wait to disembark and not to leave our seat. This was repeated when we pulled up to the gate and several customs personnel boarded and then the door was reshut. They went to the economy section and then word came back we were allowed to disembark.

I thanked the CSM and went on my way. Again we were issued with immigration priority cards.

A quick trip via duty free (keep mum happy with the Baileys ) and then used the electronic Smartgate at immigration, well I tried to, it didn't recognise me. The bloke at the gate called me over and said it happens sometimes. He did notice my weight loss (about 37kg) and congratulated me and sent me on my way.

My bag came out after about 10 minutes and I was waved through Customs. A quick walk to the domestic terminal and I checked in for my QF flight home.


What could be improved:
1) Priority baggage for *Class pax. Is this possible?

2) Make it easier to insert and confirm my QFF number on booking, I did enter it but it never took. The check in staff didn't seem able to determine whether or not it was entered (or maybe they weren't interested?). I had to claim to SCs and points through QF and it took the standard fortnight. It slightly delayed my WP recognition.

3) Make it easier to comment on my Jet* experience. the on line form seems fairly convoluted. I would love to send a quick email praising the CSM, she and her staff deserve to be recognised for their great customer service.

I appreciate that this may lead to more negative feedback but really it should be easy to comment either way.

Finally, the next *Class sale will see me book a trip, hope it is soon.

 

[serfty]

Re: StarClass Observations

I'm sorry to hear if the StarClass priority check-in signage has been unclear or absent at your departure point. As stated in my previous post our customer care team will pass this information onto our International Training and Standards Manager.

...

We're disappointed to hear that our staff may not be opening check-in on time. We appreciate the feedback and I'll personally pass it onto the relevant Airport Managers for follow up with our staff.

Thankyou for that.

Once caveat I must make is these observations¹ particularly pertain to domestic segments of JQi, such as SYD-MEL on QF35. It's a 3:15pm flight - often I am among the first to check in more than 20 minutes after the advertised 12:15pm.

¹ [re late opening of check-in and lack of signage]

 

[tuapekastar]

On 04 Nov I took QF29 to BKK in *Class, an absolutely fantastic trip.

. He did notice my weight loss (about 37kg) and congratulated me and sent me on my way.

Thanks for giving me some hope Hvr (I actually have heard plenty of positive stuff about *Class over the years, but the pre-flight stuff reported is a bit alarming).

Must admit I wondered how QF29 got so far off course but I suppose JQ29 operates to BKK.

That's great weight loss...have to start calling you pencil soon. The only way I seem to be able to lose weight lately is via a haircut.

And thanks to Simon_Westaway for joining the board and responding to concerns...we members whinge and grumble a bit but they're usually genuine whinges from mostly experienced travellers...we do appreciate an interest being shown and any efforts to improve the customer experience - happy customers = repeat business.

 

[Hvr]

Must admit I wondered how QF29 got so far off course but I suppose JQ29 operates to BKK.

D'oh just used to typing QF I guess. Lucky I got the chance to change it.

That's great weight loss...have to start calling you pencil soon. The only way I seem to be able to lose weight lately is via a haircut.

Thanks, I am enjoying and still have a bit to go.

And thanks to Simon_Westaway for joining the board and responding to concerns...we members whinge and grumble a bit but they're usually genuine whinges from mostly experienced travellers...we do appreciate an interest being shown and any efforts to improve the customer experience - happy customers = repeat business.

I agree and hope he has a long and productive relationship with us all here at AFF.

 

[Stealth]

While we always try to accommodate our customers’ seat requests in StarClass, final seating on all our aircrafts is arranged to ensure that the aircraft load is safely distributed. Circumstances such as weather conditions (and the need to take on addition fuel), freight and passenger loads may change and this affects the weight distribution of the aircraft. While we endeavour to seat passengers together or as they have requested, it is not always possible to do so. Safety is our number one priority so we will always follow the appropriate safety measures for our aircraft.

That is about as credible as the old "sorry for the delay, which was due to the late arrival of the inbound aircraft". I find it amazing that airlines continue to believe that passengers have no technical knowledge and can't pick a 'snow job' for what it is.

 

[Mal]

I do note that the JQ website says checkin for international to/from Australia JQ/3K flights opens 3 hours ahead - hope this is correct.

JQ has "early check-in" available at a couple of desks in their row in SIN. Don't know how early you can check in there - I was able to check in T-3:50.

 

[serfty]

SIN has "early check-in" available at a couple of desks in their row in SIN. Don't know how early you can check in there - I was able to check in T-3:50.

Changi has early check-in available of up to "48 hours" for those airlines that subscribe to the service (SQ is 48; 24 hours for QF).

JQi in not listed as being one of those (Early Check-in - Changi Airport).

 

[Mal]

I don't believe JQi would be one of those.

Yeah, but JQ do operate their own (I think my post was ambiguous - I've updated it )

 

[serfty]

Re: StarClass Observations

Thankyou for that.

Once caveat I must make is these observations¹ particularly pertain to domestic segments of JQi, such as SYD-MEL on QF35. It's a 3:15pm flight - often I am among the first to check in more than 20 minutes after the advertised 12:15pm.

¹ [re late opening of check-in and lack of signage]

I had a better experience at MEL on Monday

Staff showed up at T-3:02.

There was no *Class sign at check-in, but the special queue was obvious. I walked to the end of it at T-3:00.

About a minute later I was called over when they commenced check-in at T-2:58.

Note that JQi seem to have a new check-in area, Counters "201-213" IIRC. These are rather more inside the terminal (past the Qantas check-in counters) toward emigration.

 

[Mal]

Re: StarClass Observations

I had a better experience at MEL on Monday

There was no *Class sign at check-in, but the special queue was obvious. I walked to the end of it at T-3:00.

About a minute later I was called over when they commenced check-in at T-2:58.

My experience about a week ago was similar. There was a sign, and the line was empty. So joined it when I saw staff getting ready to open check-in, and was called forward straight away ("Are you in Starclass?"). Economy wasn't opened at the same time, so I ignored all of the weird looks and checked in. Express pass was given for immigration.

 

[MrJetset]

Re: StarClass Observations

My experience about a week ago was similar. There was a sign, and the line was empty. So joined it when I saw staff getting ready to open check-in, and was called forward straight away ("Are you in Starclass?"). Economy wasn't opened at the same time, so I ignored all of the weird looks and checked in. Express pass was given for immigration.

So Simon Westaway has actioned what he committed to earlier on AFF about priority check in?

 

[tuapekastar]

JQ has "early check-in" available at a couple of desks in their row in SIN. Don't know how early you can check in there - I was able to check in T-3:50.

Thanks - good to know.

 

[BVT]

I have had 3 return trips in *class, BKK x2 and DPS. All on sale.

The DPS trip from SYD was OK, long wait in "priority" queue for check in, 30 + minutes! Was asked twice by the same CSA while waiting, if I was in *class! Eventually boarding started, but no prioirty boarding; a quick question to a CSA fixed that.

On board service has been excellent on each occasion. The FSM's were all friendly, efficient and enthusiatic. Some of the Thai FA's semed weary and on auto pilot. The on board coaching/training was gentle, professional and respectfully given.

Will do *class again when they have sales and I want to go where the cheap seats fly!

 

[Mal]

I noted on both of my *C journeys that the crew were predominately from the SIN base rather than the SYD/MEL base. Nothing really wrong with that - the service was good (although a little inexperienced I felt), and it even seemed like a few of the staff had never been to Australia before ?:shock:

Perhaps it's something to do with the new route - MEL-SIN -- But it is amazing how J* are using the cheapness of the SIN base to open up new routes out of Australia.

 

[tonybne]

I have read with great interest this thread as my first * class trip is in June to KIX.Looking forward to it now with all this positive input. Just a quick question does any one know if there is a lounge in KIX for * class PAX? I am QF WP.