Jetstar systemwide IT issue 22/2/25

[zan5hin]

I guess from the lack of threads, I'm the only forum member who had the opportunity to experience Jetstar operations on Sat 22nd Feb.

Picture this: systemwide shutdown, all check-in terminals were red for hours.

Jetstar on Xitter just had a canned apology. One comment said there were 1000 people lined up trying to get out of Bali.

I was in Melbourne, and we didn't even check in until after the flight. So even after the machines went green, had to wait 20 min for them to update the flight info.

Cherry on top, 50 passengers didn't have their bags loaded, including me! There were multiple people with airtags telling them the bag was still in Melbourne. We were all crowded around the service counter.

So I'm on Sukhumvit now eating some Japanese and need to find someone still open at 2am selling I heart Bangkok t-shirts or something. Maybe I should go full "wife-beater" look?

And I wanted to be super comfortable, so my pants are the bottom of the Qantas business class pajamas

I've said before when they cancelled my flight the day before my holidays "I'm never flying with Jetstar again.". Time heals all wounds they say. So I didn't want to go via Singapore and went with Jetstar. This is the last time I take them flying International, they are dead to me.

I wish we had better competition.... I think with LCC price for checked bags now averaging $120 from what I found, across Scoot and AirAsia as well.

Looks like for vacations budgeting time and itinerary to include China on the full service airlines in both directions seems the affordable way to go. Plus the visa situation since late 2024 is all Aussies get 30 day visa on arrival. No transit without visa hoo-ha.

I'm coming back via Chengdu holiday, and last year I got to Rome via Guangzhou.

I was at the front of the lost baggage paperwork line, but they were doing it one by one... It would have taken 3 hours, on top of the 3 hours delay in landing. Lots of hungry, tired Aussies and Thais.

I have no idea what compensation I can expect (does anyone at J* even care?) for lost bags.

 

[Saab34]

During the global outage the other year they also had serious issues compared to others and had to essentially just give up and wait until the next day.

I recall they use Sabre?

 

[AIRwin]

I recall they use Sabre?

Navitaire

 

[Saab34]

Navitaire has had many outages over the years. I recall Virgin had major issues back in the day under its Virgin Blue brand when it crashed for weeks. They moved to Sabre soon after

 

[tcasfail]

GoNow (the DCS) was also down Monday, but for an update, nationwide.
A whole lot of other LCCs use it, so it would be interesting to see if they were hit by an outage as well yesterday.

Navitaire airline and high-speed rail customers

Navitaire serves more than 60 airlines and high-speed rail operators, including many of the world’s fastest growing low-cost carriers.

www.navitaire.com

 

[Scarlett]

In case you haven’t already read these.
Step 1: https://www.jetstar.com/au/en/contact-us/lost-damaged-and-delayed-baggage
Step 2: https://www.jetstar.com/au/en/conditions-of-carriage-jq#Our-liability

Para 13 about liability.
If you don’t get your bag back:

• In the case of Baggage, the Carrier will be liable for destruction, loss of or damage to:
  • Checked Baggage unless the damage resulted in an inherent defect, quality or vice; and
  • Carry-on Baggage and personal items if the damage was caused by the fault of the Carrier.
• In either case there is a limit of liability of:
  • for travel that occurs on or after 28 December 2024, 1,519 SDRs (about A$3,133) for Baggage,

If you don’t get your get it back, but delayed, there doesn’t appear to be a specific amount you can claim per day. Therefore, keep receipts and send to them as your ‘claim’ for baggage delay. Reasonable expenses are generally about $100 necessary for clothing, toiletries etc.

Mrs Scarlett once bought a pair of joggers for €90 when Swiss (LX) delayed her suitcase, as she only had some flimsy strapped type footwear from the flight and they were unsuitable for walking around a city whilst on holiday. LX paid the over €300 total claim no questions asked, but in that case the bag had not been returned for four days.

Step 3: https://www.jetstar.com/au/en/mobil...2f1af700-50e9c4e7-e28a-4504-a553-2522cf0d51d1

 

[zan5hin]

Quick update:
Emailed the Bangkok airport service desk and let them know my hotel in Hua Hin from the 25th. They replied with the incident code and said they would send to Hua hin so this is a multiple day coughshow.

Tried calling Jetstar. 32m on hold, transfer to bag team, after 67m total, call disconnected.

Call again, another 35m on hold, another transfer, after over 2 hours on hold, finally report the incident code.

My ANZ platinum card says it has $500 insurance for lost bags over 10 hours and more for longer. Not sure what I am allowed to purchase under this. For example, I have had a portable travel safe for 15 years. It is in my suitcase. In my carryon, I decided to bring my $2000 headphones + if gryphon DAC for the first time, to see how it was like travelling with this combo.

Does ANZ insurance want receipts or is the lost bag claim including inconvenience factor? I mean, my day bag is 30L and was full when I boarded. I don't have room for all these new clothes without buying a new suitcase or looking like a multiple bag hobo.

Now I can't lock it up, and new travel safes cost $240. Jetstar said their reimbursement only covers essentials.

Jetstar also caused me to do my back. I should have arrived at 8:15pm, I would have lined up a 2 hour full body massage to get out all the links from my day job which turns me into a pretzel in Melbourne.

My back has not had an issue for 6 months. So as I arrived late, no massage time. Instead I'm at the mall trying on pants in the morning because I'm still wearing my Qantas pajama bottoms. Then I bend over and do my back.

Really, I am never flying Jetstar again even if you paid me.

 

[sudoer]

Does ANZ insurance want receipts or is the lost bag claim including inconvenience factor?

Have you read the PDS?

SECTION 4.3 LUGGAGE DELAY
4.3.1 What we cover
If during the period of cover available for your journey any of your covered items are delayed, misdirected or misplaced by the carrier for more than 10 consecutive hours, we will reimburse you for the reasonable costs you incur for you to purchase essential items of clothing or other personal items, up to the amount specified in Part C - Benefit Limits - 4.3 Luggage Delay.

Conditions
You should make reasonable efforts to obtain confirmation from the carrier who was responsible for your covered items confirming that your items were delayed, misdirected or misplaced as this may be the easiest way to provide evidence of the delay. We will deduct any amount we pay you under this section from any subsequent claim you make for lost covered items payable under Section 4.1 Luggage. If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft, misplacement or damage occurred we will deduct the amount you are entitled to from any claim payable by us. However, if you are not reimbursed the full amount of your loss, we will pay the difference between the amount of your loss and what you were reimbursed, up to the limit of cover available.

They will want receipts. You don't automatically get the full $500 after 10 hours and further $1000 after 72 hours.

I don't have room for all these new clothes without buying a new suitcase or looking like a multiple bag hobo.

Then buy a bag with part of the allowance.