UM ["Unaccompanied Minor"] removed from JQ Flight

[Princess Fiona]

The issue to me is less about wrong advice or who is at fault (though not great) but how Jetstar allegedly handled it.
The kids managed to board for which Jetstar bears some responsibility, though I understand how easily it could happen at the gate with surrounding adults. But how did they even manage an online or self check-in? When the UM was removed, did Jetstar just dump him or wait till someone could look after him? An 11 year old might freeze up and go quiet, but did they at least ask if he was travelling with someone? A lot if unanswered questions, but the check in ability is the biggest to me.

I just watched the video interview.
Grand parents collected the kid.
There was a phone conversation between the kid, mom and JQ rep after he was taken off the aircraft.
I assume that the grandparents brought both kids to SYD, checked them in etc and waved them off at the gate.
How this wasn’t picked up earlier I have no idea.
Probably all the check-in and bag drop is done by kiosk.

 

[Rich]

I just watched the video interview.
Grand parents collected the kid.
There was a phone conversation between the kid, mom and JQ rep after he was taken off the aircraft.
I assume that the grandparents brought both kids to SYD, checked them in etc and waved them off at the gate.
How this wasn’t picked up earlier I have no idea.
Probably all the check-in and bag drop is done by kiosk.

Yeah, 2 of my kids 15 and 13 flew solo recently drama free, but it was on QF. Bookings had DOB too. Maybe they didn't for Jetstar.

 

[oz_mark]

Yeah, 2 of my kids 15 and 13 flew solo recently drama free, but it was on QF. Bookings had DOB too. Maybe they didn't for Jetstar.

The issue was the 11 year old. A 15 year old and a 13 year old can travel solo on Jetstar with the appropriate doco.

 

[Rich]

The issue was the 11 year old. A 15 year old and a 13 year old can travel solo on Jetstar with the appropriate doco.

Sorry, I provided useless information! My point was really that their bookings included a date of birth. Does Jetstar? If the case in media was booked through QF then it should. Why didn't that trigger something at check in.

 

[astrosly]

But as a customer if I book QF - I ring QF and get advice.

If you book with Webjet do you ring Webjet to find out what the carrier's policy is? Policies regarding carriage are with the operating carrier, not the booking agent.

Remember the father was originally to travel with the children and the mother arranged to have him removed from the booking and asked if there was an issue with the kids travelling alone (but it may not have been presented that way). The agent for Qantas gave them the wrong information, they should have directed them to the carrier's (Jetstar) policy for UMs.

 

[UP4014]

I think changing a booking by removing the adult is not wise, however I also think the cabin crew didn't do the right thing at all by separating two children.

Aren't children, I mean this in a good way, handed off from guardian/parent to airline staff in a chain of custody in that the children are never left by themselves until the destination where they are again handed off to the parent or guardian. They even sit in the back row or seat close to crew members.

My question is who dropped them at the airport and let them fend for themselves and far enough to be on the aircraft.

Might be more to this story that I'm realizing.

 

[oz_mark]

I think changing a booking by removing the adult is not wise, however I also think the cabin crew didn't do the right thing at all by separating two children.

Aren't children, I mean this in a good way, handed off from guardian/parent to airline staff in a chain of custody in that the children are never left by themselves until the destination where they are again handed off to the parent or guardian. They even sit in the back row or seat close to crew members.

My question is who dropped them at the airport and let them fend for themselves and far enough to be on the aircraft.

Might be more to this story that I'm realizing.

For airlines that provide an Unaccompanied Minor service, there is a process. However, Jetstar don't provide such a service, so there is no chain of custody as such.

 

[Rich]

Aren't children, I mean this in a good way, handed off from guardian/parent to airline staff in a chain of custody in that the children are never left by themselves until the destination where they are again handed off to the parent

Only if an official UM, which Jetstar don't cater for.
Even then, they had boarded, so the grandparents could have seen them walk through and then left,only for one to be ejected after that.

 

[RooFlyer]

If you book with Webjet do you ring Webjet to find out what the carrier's policy is? Policies regarding carriage are with the operating carrier, not the booking agent.

If I was booking via a travel agent, I would expect the travel agent to know the policies of the ticket sale and not sell me a ticket where I couldn't comply. But that's not the case here, as circumstances changed after sale. As far as I can tell, the parents did the right thing when the father had to withdraw and queried Qantas, who supplied inappropriate info regarding Jetstar.

 

[justinbrett]

Sorry, I provided useless information! My point was really that their bookings included a date of birth. Does Jetstar? If the case in media was booked through QF then it should. Why didn't that trigger something at check in.

JQ website requires DOB for all passengers including adults.

 

[eastwest101]

JQ website requires DOB for all passengers including adults.

What about the Qantas website when booking QF/JQ codeshares (QF flight number but JQ metal)?

 

[dajop]

If you book with Webjet do you ring Webjet to find out what the carrier's policy is? Policies regarding carriage are with the operating carrier, not the booking agent..

Actually many people probably would expect their travel agents to either be able to answer a question about the policy (they are acting as an agent for the airline) or if they don't know, to point them in the right direction where the customer can find an answer (i.e. suggest they check with the operating carrier).

That aside, I don't really like the travel agent analogy. Yes we “in the know” essentially understand the role of Qantas to be like a travel agent, but when do you ever see “Webjet flight 1611, operated by Jetstar”? It’s not unsurprising that less well informed members of the general public would expect Qantas to offer the correct advice relating to flights they are selling under their own brand (even though operated by someone else). They aren't exactly acting the same as a travel agent when it comes to codeshares, although they are when it comes to connections to other carriers on the other carriers code.

 

[justinbrett]

That aside, I don't really like the travel agent analogy. Yes we “in the know” essentially understand the role of Qantas to be like a travel agent, but when do you ever see “Webjet flight 1611, operated by Jetstar”? It’s not unsurprising that less well informed members of the general public would expect Qantas to offer the correct advice relating to flights they are selling under their own brand (even though operated by someone else). They aren't exactly acting the same as a travel agent when it comes to codeshares, although they are when it comes to connections to other carriers on the other carriers code.

Nobody ever said it was a QF marketed flight. I very much doubt it was. As far as I'm aware, the only way to book a QF marketed JQ domestic flight is for an international connection.

How the flight was booked is a moot point because originally the father was on the ticket. The issue was when she called to remove him from the booking and the operator said the kids could still fly - which they couldn't under either the QF or JQ policies (QF allowed if they completed the UM form and payment - had that been completed, that would have pinged QF to tell them UM service not available on JQ).

What about the Qantas website when booking QF/JQ codeshares (QF flight number but JQ metal)?

Don't believe that is possible. However you can book JQ/JQ (either cash or points) on the QF website as long as it's also a QF route. But the QF website does ask the age range of the pax and has a link to the policy, which clearly says under 12 needs to be supervised by over 15 unless the UM service is paid for.