My First Jetstar Experience - Gold Coast

[Mrmaxwell]

Apologies for the rant but I thought some may find it interesting...

My first Jetstar experience flying from Coolangatta (GC) to Sydney last week left a lot to be desired. This was a QFF booking with flight JQ429 being the best suited time for me, and as I was yet to fly JQ I thought I'd give it a try.

The only problem I had was at check in - the QC lounge although basic is quite good and the cabin crew on the flight itself were all smiles and attentive on a flight that was 80% full and 100% on time.

After lining up at check in for 10 mins I was served and asked the JQ girl if it was possible changing to the earlier flight (I was 3hrs early with a Sydney flight scheduled to depart in 45mins). She asked me to move along to the next counter to speak with the JQ 'reservations' attendant. This attendant did not seem too interested in my request and advised me the early flight was full and my FF booking could not be changed. I then asked if she could check me in but she advised me she was too busy doing paperwork and to move back to the regualr open JQ desks.

When I did this the JQ check in attendant asked me where I had come from and that I needed to return to back of the queue! I advised him I had just been shunted twice now with no resolution and that all I wanted was to check in and retreat to QC. He said it was rude of me to push in and I must move to the back of the check in queue once again. Trying not to scream I advised him no one had served me in my previous two attempts and now wanted him to serve me, also mentioning my QFF and QC lounge credentials which he advised 'does not mean anything on Jetstar'. Now furious I asked him about his customer service skills and what customer service I should expect from my first JQ flight to which he replied 'Well that's Jetstar for you'. Ouch. :shock:

What was now a screaming match he advised I was holding up the queue which upon looking behind me saw there was none! He then decided to check me in to 29B advising there were no other seats available. I was furious.

The nice QC attendant was able to change my seat to 12C (exit row aisle) and apologised for the service received. The only other issue was the 15min delay in baggage collection at Sydney - not appreciated at 10.30pm on weeknight. :!:

Knowing this must have been a freak occurance and maybe just a 'bad day' for the check in clerk it has not made me want to try JQ again anytime soon.

 

[MelUser]

Your experience is consistent with my experience of Jetstar.

I received my first ever telling off by airline checkin staff earlier this year. It was checkin in Sydney - not the QF terminal, the other one. First of all queued up to checkin - then when reached the front of the line was told this was the wrong check in line. Then went to correct checkin and approached desk - was abused - said it wasn't open and that I had to wait and go to back of queue. The staff seem to be hell bent on following rule books and pulling up anyone who does not in their minds seem to comply. This is fine when you're 21 but not for more seasoned passengers who appreciate respect (and who are themselves respectful). I can only imagine what overseas visitors must think when flying jetstar!

 

[Platy]

If you must travel the Deathstar Scarebus, may I recommend some tips for bypassing the negatives of the experience?

- chose your seat when you buy your ticket online
- travel with hand luggage only (if possible)
- check in at the Qantas Club at least 40 mins prior to departure
- if you have a problem, the staff at the Club may be more likely to assist with changed fllights etc since they are used to dealing with frequent flyers and providing service

One final point, keep your wits about you when you cross the apron to board the aircraft (where there is no aerobridge), so you don't get run over etc...the safety standards of some of the ground handling companies are atrocious and I have personally witnessed crews trying to drive vehicles through lines of pedestrians, having a smoke airside etc (all big safety no nos!).

 

[MelUser]

I had to help a little old lady who was left stranded by jetstar crew. She was quite disorientated having crossed the tarmac at avalon airport and then having to climb stairs. She then asked me what seat number was on her boarding pass. [This was prior to Oct last year] and I explained to her (as someone pushed past) that it was first in best dressed. I actually held unrully passengers back while she was seated.

I really felt for her on arrival in BNE - all passengers had to walk down the aircraft stairs, across the tarmac - up 3 flights of stairs to the airport and then down 3 flights to luggage collection - you would think being on ground level that they would have ushered us through the terminal and not up 3 flights and then down 3 flights.

Jetstar is a very good example of what people mean when they say "Cheap and Nasty"!

 

[moa999]

I would not say Jetstar is 'cheap and nasty'.
I would say it is 'you get what you pay for' and is a fairly well executed LCC.

Yes they stay strictly to the rule book. Check-in, departure times and excess baggage but that is because the business model is based on a certain %ge of excess baggage charges and can't afford late fees for missing slots etc.
Don't expect any QFF benefits, as far as they are concerned they are a totally different airline to Qantas, apart from ownership

Great airline if you are fine with airports and know where you're going. Unfortunately due to their prices they get a lot of first timers and don't have the staff to help. Also wouldn't want to fly them if I had any mobility issues.


That said having recently helped a legally blind stroller pushing grandmother on a 'full service premium paying' Qantas flight, I didn't see much in the way of better service

 

[Mrmaxwell]

I would not say Jetstar is 'cheap and nasty'.
I would say it is 'you get what you pay for' and is a fairly well executed LCC.

Does a well executed LCC also include lack of customer service & manners?

I did forget to mention I only had carry on baggage but mistakenly checked in at the JQ counter upon which my carry on bag was weighed (a first for me) and I was told it was 1kg over the 7kg limit for JQ cabin baggage and I must check it in.

One must learn the hard way !!

 

[GCD123]

Does a well executed LCC also include lack of customer service & manners?

I did forget to mention I only had carry on baggage but mistakenly checked in at the JQ counter upon which my carry on bag was weighed (a first for me) and I was told it was 1kg over the 7kg limit for JQ cabin baggage and I must check it in.

One must learn the hard way !!

Not only is Jetstart a well executed LCC - everything that you have described is a well executed, concious marketing strategy.
Jetstar & Qantas staff are virtually told to 'treat them mean'. I have seen the memos to staff saying that Jetstar passengers do not expect the same level of service as Qantas passengers.
It's the same as a warehouse discount retailer or do-it-yourself removalists - it reinforces the low cost/low expectations image.
Having said that, I have been treated 'badly' and also had wonderful & considerate service. It comes down to value perceptions: does the price and scheduling suit you or not ?

 

[serfty]

... The nice QC attendant was able to change my seat to 12C (exit row aisle) and apologised for the service received. The only other issue was the 15min delay in baggage collection at Sydney - not appreciated at 10.30pm on weeknight. :!: ...

JQ lesson 5A. With one piece of carry on and having QP access - check in at the QP for JQ flights wherever possible, whenever possible.

If it was within normal size limits, they were never going to weigh your luggage at the gate.

(More than that, you may get the priority color tagged BP at the QP where you may not actually qualify for it, so not get it at normal JQ check-in).

 

[Platy]

does the price and scheduling suit you or not ?

And you can afford to be left stranded for hours when their schedule is put out of whack and they don't have the the flexibility in their system to mob up the negative on-flow of delays and problems into their system...personally, I have had Ok experiences on Jetstar when I have wanted to travel on the cheap, or earn status credits domestically (it used to be a ten dollars per SC earn on a domestic Jetflex fare before the prices jumped 20% recently), but I NEVER travel Jetstar when I needed to be there on time for a business meeting.

 

[Mrmaxwell]

Question: Do QFF PAX flying Deathstar flights receive QFF service or Deathstar service?

Point is all JQ customers should receive a basic level of customer service regardless of 'perceived' or 'expected' service level. I've received better service from cabbies and Servo attendants (the cabin crew on flight JQ429 were very good however as mentioned in my initial post)

 

[serfty]

Domestically and Trans-Tasman, the service is the same (i.e. Jetstar Service, including "food for purchase").

Internationally, it's still "For Purchase" unless you are (1) In StarClass, or (2) flying on a paid Qantas codeshare flight number. (Non Starclass QFF Award passengers have to purchase food/drinks).

 

[Danger]

Internationally, it's still "For Purchase" unless you are (1) In StarClass, or (2) flying on a paid Qantas codeshare flight number. (Non Starclass QFF Award passengers have to purchase food/drinks).

Are you certain on point 2, serfty? I've got a QF codeshare on JQ to HNL and thought I'd end up with absolutely nothing. On this issue, as it's a QF codeshare, are there any QF benefits (status or otherwise) afforded to you? I know you don't get FF points or SCs (flying at the back end) but what about other FF benefits or those associated with FF status?

 

[serfty]

Certain - I travelled HNL-MEL in June and did not have to pay for the meal and 2 drinks.

(Note, the more 'Flexible' booking classes for QF codeshare on JQi down the back do earn points/SC's).

Look here in regard to paid (commercial) services:

Qantas Industry Sales Site - Policies and Procedures - QF/ JQ Codeshare - Inflight Product

And a general info index:

Qantas Industry Sales Site - Policies and Procedures - Qantas Codeshare on Jetstar Operated Flights

As for that, a QP, SG or WP will get 'normal' Qantas Lounge access. No priority Luggage nor priority check-in.