Jetstar ranks lowest of more than 70 airlines in major survey by consumer groups

[Roberto]

My 16 year old daughter arrived at Avalon airport 70 minutes before a Jetstar flight and stood in the queue for 40 minutes. When she finally made it to the counter the clerk laughed and said "You're 1 minute too late - ha ha ha! You'll have to buy a new ticket." That was just over 10 years ago and was the last time anyone in my family or in my business has flown Jetstar. I personally wouldn't fly Jetstar if it was free.

 

[Brissy1]

One thing, the survey methodology seems it could be biased towards negative outcomes. If it is voluntary, it is natural that people with a negative things to report are more likely to respond ... the survey reports "1 in 10" with lost or damaged luggage, which seems awfully high. But it is 1 in 10 who voluntarily responded. A bit like many web polls.

Absolutely right, something is fishy about "1 in 10" , I observe most of their passengers don't even have checked luggage.

Maybe TT is better than JQ, but "worst airline in the world"? Not even close!

 

[csomole]

It might not be at Jetstar's instigation that all bottles of water were confiscated at the boarding gate in Bali.
(We are talking about stuff bought in the transit lounge, hence it cannot be a security risk. Uncontrolled stuff was already confiscated at the security check before entering the transit lounge.)

But it is Jetstar that then only SELLS water on a 7-hour trip, at $6 a bottle.
No money? Too bad, go thirsty.

 

[Melburnian1]

...Maybe TT is better than JQ, but "worst airline in the world"? Not even close!

The survey methodology had its faults, but it did not claim that 'JQ was the worst airline in the world": what the survey found was that of 73 airlines that were 'captured' in the survey because more than 25 respondents had flown on each airline, Jetstar ranked the lowest: absolute bottom of the barrel.

The 'worst airline in the world' is a media interpretation. We can't say that from the survey findings, but what we can say is that of respondents who had flown in Australia, QF and VA ranked well above JQ.

Most months, TT beats JQ for punctuality, although both have a share of late running.

TT has begun using Alliance Airlines F100s on many flights (seating capacity 100 v 180 or so on a typical A320 or B738) which is an outcome not many TT passengers would realise when they were booking tickets.

 

[Melburnian1]

...But it is Jetstar that then only SELLS water on a 7-hour trip, at $6 a bottle.
No money? Too bad, go thirsty.

Appalling. As on any public transport, tap water ought be free. If they don't have that, there's a moral obligation to provide drinking water free.

The only instance worldwide where drinking water consumption is not allowed is the Singapore MRT (elevated railways) which to my mind is also a disgrace, but it appears to be aimed at eliminating litter from passengers discarding plastic bottles on the floor of carriages (apologies...originally I had 'aimed at eliminating passengers' - even Singapore wouldn't want to do that.) Everywhere else - trains, planes, buses, trams, ferries, taxis and Uber/GoCatch - drinking water consumption is allowed, as it ought be.

 

[coco50]

I fly with JQ quite a bit, both domestically and overseas and I find the service quite good for what you pay. I also fly AA in the US. If AA is a full service airline, I would rate JQ much higher than AA and JQ isn't even full service. Perhaps someone should do a survey about how good CHOICE is. Personally I don't read it.

 

[Steelo]

I have flow JQ on numerous occasions - and I also understand it is a LCC - so not sure why anyone would expect anything but a very basic service, I have used JQ regularly on the Melbourne Cairns route - it gets you there safely and staff are polite - that's what you pay for - and a three hour flight in economy is about my limitation with JQ or any LCC. If you are not time restricted - you can often pick up an alternative flight to Cairns on QF - by flying via Brisbane at a similar cost.

If I was flying international - I would not go JQ economy - but if I was 30 years younger I would probably be okay with it because of their low fares. So it is really about expectations and planning - based on your priority regarding cost - time and quality.

Personally, I have never had a problem with JQ when flying - but then I adjust my expectations based on the above.

The survey result is very unfair - and I would suggest that respondents should be selected according to their relative experience with other LCCs - or some overseas carriers who claim to be full service and whose service would make JQ look good.

You soon realise how smart Qantas were in developing the LCC JQ - when you compare the response by British Airways - who took the alternative route of just degrading their full service model. The JQ model obviously works as it is both profitable and has allowed Qantas to operate profitably.

 

[Dr Ralph]

Jetstar is rubbish and deserved this award.

 

[nutwood]

I would have to agree with most other posters that this assessment is a bit harsh. I fly Jetstar domestic occasionally and I find them acceptable. Cabin crew have always been pleasant. Really a case of getting what you pay for. I would suggest a large reason for the poor result comes from a sense of entitlement that a lot of Australians (and others) suffer from. Pay $50 for a return ticket and then expect an experience commensurate with someone who paid $1000 for the same trip and is sitting up the front on Qantas, sipping a glass of bubbly. When reality fails to match expectation and along comes a survey, blame the airline. I've heard people bagging the cabin crew but I always wonder. Politeness begets politeness and cabin crew on Jetstar would be a tough job.
My biggest gripe with Jetstar is their punctuality. If I book with them, I can have no expectation of getting off the plane at the time I need to, therefore, I generally avoid them.

 

[Steelo]

I could not agree more. I have observed some appalling behavior by some passengers in JQ - on one occasion a male passenger stood up as take off had been completed and demanded that his food be served to him. There is a general sense of entitlement that exists in relation to airline services - and some pretty uninformed people who make unreasonable demands.

I would have to agree with most other posters that this assessment is a bit harsh. I fly Jetstar domestic occasionally and I find them acceptable. Cabin crew have always been pleasant. Really a case of getting what you pay for. I would suggest a large reason for the poor result comes from a sense of entitlement that a lot of Australians (and others) suffer from. Pay $50 for a return ticket and then expect an experience commensurate with someone who paid $1000 for the same trip and is sitting up the front on Qantas, sipping a glass of bubbly. When reality fails to match expectation and along comes a survey, blame the airline. I've heard people bagging the cabin crew but I always wonder. Politeness begets politeness and cabin crew on Jetstar would be a tough job.
My biggest gripe with Jetstar is their punctuality. If I book with them, I can have no expectation of getting off the plane at the time I need to, therefore, I generally avoid them.

 

[Deleted member]

I Rarely if ever fly JQ, mostly when I do it's in their *class, which I find is quite acceptable, and good value in the SC's department

 

[SydneySwan]

I have never flown on TT and on JQ only once - KL to Syd in 2007 - so I am hardly qualified to comment.

However this debate reminds me of the scene in the Waldorf Salad episode of Fawlty Towers when a guest stated that 'this place is the... the crummiest, shoddiest, worst-run hotel in the whole of Western Europe'. The Major responded with 'No! No, I won't have that! There's a place in Eastbourne.'

 

[Dee#]

Jetstar's poor performance really reflects on Qantas too, as it is a subsiduary.
Flew with JS return international once for about 4 hrs. Outward bound was OK but coming back the seats were designed differently and they were shocking. My husband could hardly walk and I had serious back ache when we got off. That and press and comments from other people means will never fly them again. Even if it means not going to destination at all.
This can be difficult as to fly direct out of Perth and Darwin to Denpassar, they are the only 2 direct carriers.Basic airlines. But just looked up fares for end May and Air Asia is cheaper than JS. Have flown AA and they do seem ok but I would prefer something a lot better and be willing to pay. Even Garuda goes via Jakarta, and takes 9hrs
Virgin used to fly Perth to Denpassar but then withdrew, directing everyone to Tiger, who promptly got banned. Come back Virgin. I got up there for $650 each way in business and got my status credits and platinum 3 bag luggage allowance. Give us a decent airline direct to Bali.

But is S**t Star really worst in the world?

 

[mannej]

Umm, Garuda fly direct PER-DPS.

 

[banger2]

Ive always had quite good service from Jetstar...more so when I consider they are a low cost carrier (price paid vs expectation anyone? ). Sure I can recount some frustrating stories from them, and in isolation it makes them look awful, but the majority is all good!

Although 99% of my flying with them is international and Ive had very few delays...ironically my last flight with them was domestic and 3 hours late!

Ive always found the cabin crew pleasant....even fun at times (because I always try to engage positively with cabin crew.). I always laugh at grumpy passengers thinking that being a prick to the FA for something usually out of their control will get them somewhere...I know when I have someone being grumpy to me, I'm not inclined to go out of my way for them!

The comparison of TT to JQ in respect to the survey seems odd considering the respective passenger/flight volumes.

Call me cynical, I don't really trust our media to convey accurate unbiased information, and I don't have a high opinion of Choice - seems the results are presented with little information on the process/criteria. The "average" response was 1409 people per country involved for all airlines, Jetstar only flies in 1 of those countries (and how many people do they fly per day...let alone per week/month etc)...so many questions...so few answers

 

[Dee#]

Thanks for that.
I looked up webjet and checked again eg. 24 May Garuda flight out of Perth/Denpassar is direct, but 31 May is return via Singapore and exy. Guess they don't return direct every day.
Will try Garuda next time ex Perth. Usually go out of Darwin and only choices are Air Asia which are Ok and forget JS. Fortunately only a 2hr trip.

 

[JohnK]

Appalling. As on any public transport, tap water ought be free. If they don't have that, there's a moral obligation to provide drinking water free.

Never understood this decision. Water should be free on any international flight. You can dehydrate quickly without realising.

 

[Austman]

Appalling. As on any public transport, tap water ought be free.

It is free on Jetstar.

You have to pay for bottled water.

The situation at DPS is due to Australian LAG laws. Nothing over 100ml is allowed as carry-on unless delivered to the gate. Nothing to do with Jetstar.

 

[csomole]

It [water] is free on Jetstar.
You have to pay for bottled water.

There was NO free water on the flight I took back from Denpasar.
The usual drink fountains installed next to the toilets were not part of that plane.

 

[Austman]

There was NO free water on the flight I took back from Denpasar.
The usual drink fountains installed next to the toilets were not part of that plane.

I had the same on an A320. AFAIK you ask the crew and they show you where the water fountain is?

Edit: On the A320s I think it was that you ask the crew for free water and they hand you (or bring you) a cup of water from the galley? Anyway I saw people getting free water ... There are fountains on their large aircraft.