[Media Beat-up] Jetstar denies heart transplant patient, 5, the use of wheelchair

[Mal]

Jetstar denies heart transplant patient, 5, the use of wheelchair | Courier Mail

"We do our best to assist passengers who require a wheelchair. However, as we only have a limited number available we require them to be pre-booked," a Jetstar spokeswoman said.

"We sincerely regret that in this instance we were not advised a wheelchair was required and so one was not available.

Thought I'd put the JQ spin first, as it's normally hidden right down the bottom of the articles...

Now for the *real* news. Cue "Today Tonight" or "ACA" heart-tugging music:

A GOLD Coast five-year-old recovering from 151 days on a mechanical heart and one of Australia's most traumatic heart transplants had to be carried through Melbourne Airport because Jetstar refused to provide his distressed mother with a wheelchair.

To add insult to injury, the airline also forced Kellin Hyde's mum to use his Christmas present money to fly his lifesaving medication and toys home yesterday because their bags weighed too much.

 

[Must...Fly!]

I'm not reading this...

...am I?

This is scraping the bottom of the bottom barrel.

 

[ric_melb]

Looks like we will all be unfavourably disposed to the style of this article!
How is it again.

Mother fails to book wheelchair, all wheelchairs are being used when she arrives at the airport!
Mother has so much luggage she has to pay excess baggage!

 

[drron]

Looks like we will all be unfavourably disposed to the style of this article!
How is it again.

Mother fails to book wheelchair, all wheelchairs are being used when she arrives at the airport!
Mother has so much luggage she has to pay excess baggage!

And on JQ you can actually prepay excess baggage on line and save money.

 

[Mal]

Looks like we will all be unfavourably disposed to the style of this article!
How is it again.

- Person who is somehow disadvantaged expects something that they didn't pre-arrange, or is not entitled to.
- They get in a huff'n'puff and call in the media.
- Media gets choice quotes, calls the airline and gets some kind of resolution.
- Original complainant gets their time in the paper, others get to read it and shake head.

 

[TheInsider]

And on JQ you can actually prepay excess baggage on line and save money.

And book a wheelchair on the net too.

 

[medhead]

Not saying the story is right or should be published or anything.

But I'd love to see you all book an airfare after having a your 5 year old child get a transplant after being on a mechanical heart for half a year. I dare say you might be slightly preoccupied by other things rather than thinking about the fine details of getting around an airport or the weight of your luggage.

Much as this story shouldn't have been published IMO it should not have been reported on AFF. It doesn't tell AFF members anything that they don't know already and it's only purpose here seems to be as an opportunity to bash mainstream media. An entirely pointless exercise.

 

[Mal]

It doesn't tell AFF members anything that they don't know already and it's only purpose here seems to be as an opportunity to bash mainstream media. An entirely pointless exercise.

But it does tell people something. If you ever want something special from an airline that you aren't entitled to - run to the media, sob and then things will magically become good. Can't wait for more examples to come out from the NoNewsTodayTonight organisation.

(And while it may be a media beating exercise, it does promote discussion around various airline policies, so I do feel that it is a meaningful thread. And if more articles like this are ridiculed as stupid, it can change the way media report various incidents).

 

[VHOEJ]

Well said Mal. I am sure thier are policies in all forms of life (including airlines) that could be changed. I feel for the family involved and see thier point of view.

However, everyone has a reason to not follow the rules - if airlines just gave into everyone who turned up late, brought excess baggage etc, they would never make money. And to add to it, if one exception is made, it has to be made for everyone or else it is favouritism.

 

[lovestotravel]

- Person who is somehow disadvantaged expects something that they didn't pre-arrange, or is not entitled to.
- They get in a huff'n'puff and call in the media.
- Media gets choice quotes, calls the airline and gets some kind of resolution.
- Original complainant gets their time in the paper, others get to read it and shake head.

Exactly!!!!!!!!!

It is always someone Else's fault and never the person who made the booking, signed the contract, didn't' read the T&Cs/

 

[ozbeachbabe]

Not saying the story is right or should be published or anything.

But I'd love to see you all book an airfare after having a your 5 year old child get a transplant after being on a mechanical heart for half a year. I dare say you might be slightly preoccupied by other things rather than thinking about the fine details of getting around an airport or the weight of your luggage.

Exactly however just because the mother has had a lot on her plate doesn't mean the airline should be branded as uncaring & whatever else for not having a crystal ball.

Surely this woman has some friends or family who could've stepped up to the plate & been a tad more proactive either by flying with her or at the very least done the bookings on her behalf & organised any special requirements ahead of time.

 

[medhead]

But it does tell people something. If you ever want something special from an airline that you aren't entitled to - run to the media, sob and then things will magically become good. Can't wait for more examples to come out from the NoNewsTodayTonight organisation.

Is that something that AFF should be telling people? :shock:
Personally, I don't bother reading this types of news stories as they are bad for my heart and they don't affect me.

(And while it may be a media beating exercise, it does promote discussion around various airline policies, so I do feel that it is a meaningful thread. And if more articles like this are ridiculed as stupid, it can change the way media report various incidents).

Certainly, it would be meaningful if there was discussion of airline policies. But so far that discussion is missing. So far all it boils down to is statements of "that's jetstar policy get over it". The story itself is questioning that the airline policy and lack of resources. The posts here are mostly rediculing news ltd for even reporting this story. :-|

Surely this woman has some friends or family who could've stepped up to the plate & been a tad more proactive either by flying with her or at the very least done the bookings on her behalf & organised any special requirements ahead of time.

Maybe. But they could have been in from the country or something. One of the hardest parts of my current life is that I stay in a hotel when I'm in Sydney for work. I found that hotel because the hospital I work at recommends it for patients. So most weeks I share a hotel with couples that are down from the country for treatment (cancer, heart etc.) They are away from homel and they have no support.

But don't get me wrong, people are free to have their opinions on this just like me. I would reserve my strongest criticism for the stories publisher, not because they unfairly target jetstar but because they even published the story in the first place.

 

[lovestotravel]

Well some people are just stupid so it's always going to be the fault of someone else.

It's about time people were responsible for their own actions instead of blaming the airline or anyone else except themselves

 

[Ikara]

"It's about time people were responsible for their own actions instead of blaming the airline or anyone else except themselves."

There is nothing else for me to say! Other than the world would be a better place if this happened!

JB - a 64 year old Vietnam Vet who gets a bit grumpy at times! Particularly after a couple of red wines. Sozza

 

[JohnK]

As usual this is another non news story.

Why do people expect to get something they are not entitled to get and then use the media to vent their anger?

 

[VHOEJ]

The other part that annoys me - everyone seems to expect special treatment and complains when they don't get it. Airlines do make exceptions everyday and give great customer service but they never make the news.

 

[medhead]

Glad to see that this is getting into a meaty discussion of airline policy.

Well some people are just stupid so it's always going to be the fault of someone else.

So you've never done anything that could be considered stupid, in hindsight, due to emotional or physical stress or because of, oh say, being drunk, for example. I feel truly blessed to have know of a perfect person.

The other part that annoys me - everyone seems to expect special treatment and complains when they don't get it.

A 5 year old child having a heart transplant isn't special or unusual?

 

[oz_mark]

A 5 year old child having a heart transplant isn't special or unusual?

I wonder, though, that given the medical treatment, and all the medicine they were carrying, whether a Jetstar flight was even appropriate to begin with.

 

[cjg]

I agree with some of the previous posts that this really is a non-news story and wasn't worthy of reporting. But seeing as though it was I consider it then reasonable for people to present their views.

Perhaps it is fence sitting, but I think both the family and Jetstar could have done more in this situation.

The family has been through a terrible ordeal that only the coldest person could have some sympathy for. However, ensuring that their travel arrangements were in order is entirely their responsibility, including whether the airline was aware of any special transport needs. Similarly, it is also their responsibility to adhere to weight restrictions for checked luggage and their carry on pieces. I don’t know whether it would have worked, but perhaps a phone call through to the airline in advance explaining their situation may have yielded some positive results.

Conversely, it is disappointing that when presented with this situation at the check-in desk that some more compassion was not shown by the staff member. I understand that if no wheelchairs are available then that’s the situation – it’s unlikely that much could be done by Jetstar to fix this.

However, the issue of charging for the overweight luggage seems petty, especially if the passenger loading was as light as reported in the article. I normally have very little time for travelers who pay no regard to what their luggage allowances are and then cry foul when they are charged for the additional kilos. But in this family’s instance I consider Jetstar could have shown some good grace, understanding and discretion in regards to the enforcement of their luggage allowance policy.

 

[tuapekastar]

The mother had my sympathy until she (and I'm only presuming this is what happened) contacted the media to complain (and yes, I know she wouldn't have really had my sympathy otherwise 'coz I would never have known about the situation in the first place). Obviously she was under stress and pressure at the airport, but she may well have had time to calm down and consider the situation later, prior to contacting the media (again, I'm only presuming that she did this - who knows, there may have been an opportunistic 'reporter' in the area at the time who sniffed out a story).

The part of all this I find very disappointing is that the first two paragraphs of the article appear to contain, if not out-and-out lies, then at least significant distortions.

A GOLD Coast five-year-old recovering from 151 days on a mechanical heart and one of Australia's most traumatic heart transplants had to be carried through Melbourne Airport because Jetstar refused to provide his distressed mother with a wheelchair.
To add insult to injury, the airline also forced Kellin Hyde's mum to use his Christmas present money to fly his lifesaving medication and toys home yesterday because their bags weighed too much.

Jestar refused to provide a wheelchair? Not exactly, they simply did not have one available.

Jetstar forced mum to use the Christmas present money? Well, no, she chose to.

The cynic in me also wonders how much of the excess was medicine and how much was toys.

And without wishing to sound like I'm making light of such a serious medical condition, I note the boy endured a horror transplant. I'm wondering what a good transplant entails.

It is very emotive and unprofessional reporting (perhaps it actually is professional in terms of boosting newspaper sales, but certainly not in any credible journalistic fashion).

It is obviously a traumatic time for the family and despite my disdain for the mother maybe having involved the media, and the emotive 'story' that was published, do hope there is a turnaround in fortunes for them.