Jetstar flight cancellations - is this normal?

By Dundas | Nov 21, 2017, 08:32 AM
I had Jetstar cancel a Melbourne-Newcastle flight after I had gone to the airport and checked in - about half an hour before boarding time, from memory. It was late in the evening and my only choice was to rebook on QF's last flight of the day to Sydney and get a rental car from there (I snared the last available one). Despite having let me down, Jetstar still baulked at refunding the return portion of my fare! Learnt my lesson -- have never again used Jetstar or Tiger for any flight where I need even a smidgen of reliability.
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By Goat Guy | Nov 21, 2017, 01:21 PM
If Jetstar was half the price of Qantas then it might have a value proposition. The reality is that once you start adding in all the "extras" you end up about three quarters the price for about a third of the value.
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By pkjames | Nov 21, 2017, 07:57 PM
If Jetstar was half the price of Qantas then it might have a value proposition. The reality is that once you start adding in all the "extras" you end up about three quarters the price for about a third of the value.

that is probably the reason JQ is the best business of the QF group.
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By Goat Guy | Nov 21, 2017, 10:29 PM
pkjames,

How do you think the Jetstar v Qantas numbers would compare if all the new lower cost to operate aircraft went to the full service carrier first rather than the LLC getting all the new planes and the full service picking up the old LCC planes when D Checks were due? Management ensure JQ looks good, not sure about it being the best business. People fly Qantas because of the service, people fly Jetstar because of the price. Which one do you think creates the most sustainable value?
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By Russjking | Nov 22, 2017, 12:23 AM
I have had a cancellation sms from JQd before.
But I had inkling something was off when I tried to do OLCI and it would not allow me, it was T-24 prior to my JQd MEL - ADL flight.
I didn't notice their first sms and then got the fright of my life when I noticed the sms re flight cancellation.
Ran from QP in MEL T1 back out through security to buy a semi flexY ticket MEL - ADL as I couldn't wait till the next day for the replacement JQd flight they offered to me.
As I had to drop my phone onto the tray for domestic security, I forgot to pick it up after passing through for the second time that day.
Grr, not happy JQ.
Though we should be lucky that we (you and I on these occasions), do get the sms.

JQd, OLCI, QP, T1....
20 abbreviations in four sentences must be a record.
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By aussie-flyer | Nov 22, 2017, 01:25 PM
I had this happen to me once with JQ on a flight from Syd to Mel. They let me know 24 hours beforehand and let me choose any flights that day to be rebooked on. They also gave me a $10 voucher for the hassle (better than nothing).
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By alan46 | Nov 22, 2017, 05:57 PM
My JQ CHC-MLB flight last Saturday morning (5:50am departure) was cancelled for engineering reasons. I only found out at the airport, after getting up at 3am to be at the airport on time. However I have no complaint with the way JQ handled it. Firstly, they rebooked me on the next morning's flight to MLB (another 3am start!); they gave me a $10 food voucher so I could have breakfast at Christchurch airport; they booked me into one of the more salubrious hotels in Christchurch; and they paid return transportation to and from the hotel. The hotel booking was effectively for two nights so that I and other affected passengers could get a room (and sleep) immediately on arrival at the hotel instead of having to wait until the normal earliest check-in time of 11am. They also re-booked my connecting JQ flight from MLB-LST. In the event, the next day's CHC-MLB flight was also cancelled so they put me on their CHC-SYD flight (similar departure time). The only thing JQ didn't cover was the $6.10 it cost me on the train between Sydney International Terminal and Sydney Domestic Terminal. Fortunately I did not have any commitments to keep, so while all this was an inconvenience yet I felt JQ's response was highly commendable and made the situation not only bearable, but almost enjoyable.
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By mstyson22 | Nov 23, 2017, 02:34 PM
It's perfectly normal! I'd never risk JQ for any travel at all. I learnt that lesson 10 years ago.
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By lind26 | Nov 24, 2017, 08:48 PM
It still astounds me that people who pay half the price of a full service carrier expect the same service and punctuality

I don’t think that is the expectation, the expectation is to get what you paid for.
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By pkjames | Nov 26, 2017, 08:17 PM
pkjames,

How do you think the Jetstar v Qantas numbers would compare if all the new lower cost to operate aircraft went to the full service carrier first rather than the LLC getting all the new planes and the full service picking up the old LCC planes when D Checks were due? Management ensure JQ looks good, not sure about it being the best business. People fly Qantas because of the service, people fly Jetstar because of the price. Which one do you think creates the most sustainable value?

There is a QF report somewhere states JQ has the best margin in the QF group (probably aside from QFF). In any case, if you add all those extra bits and pieces, it is not cheaper than QF. I am paying JQ for the lack of onboard service and seat pitch, not cancellation.
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By mo | Dec 01, 2017, 02:09 PM

It still astounds me that people who pay half the price of a full service carrier expect the same service and punctuality


I don't think he expects that at all, he just expects to get what he paid for. We all do.

Forget travel insurance, it won't get you there on time. The responsibility is with the airline


As long as airlines charge (extra) for specific departure times, they should provide those times. The conditions of carriage are unfair and the consumer protections for flyers in this country are a joke.


CHOICE has a good article on this
How can a business charge a premium for a service scheduled at a peak time when this is explicitly excluded in the contract with the consumer? Should a term that states the service will not be delivered in a specific time frame be considered unfair? Given consumers’ willingness to pay a price premium to travel at certain ‘peak’ times, should airlines be required to provide some kind of guarantee on time of delivery?
...It is clear from this pricing structure that the Australian domestic airlines know the value of the different scheduled flights and routes, and charge a higher rate to exploit this. However, flight time is explicitly excluded in the consumer’s contract with the airline...
Last edited by mo at Dec 01, 2017, 02.13 PM.
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By PG44 | Mar 05, 2018, 02:00 PM
My JQ CHC-MLB flight last Saturday morning (5:50am departure) was cancelled for engineering reasons. I only found out at the airport, after getting up at 3am to be at the airport on time. However I have no complaint with the way JQ handled it. Firstly, they rebooked me on the next morning's flight to MLB (another 3am start!); they gave me a $10 food voucher so I could have breakfast at Christchurch airport; they booked me into one of the more salubrious hotels in Christchurch; and they paid return transportation to and from the hotel. The hotel booking was effectively for two nights so that I and other affected passengers could get a room (and sleep) immediately on arrival at the hotel instead of having to wait until the normal earliest check-in time of 11am. They also re-booked my connecting JQ flight from MLB-LST. In the event, the next day's CHC-MLB flight was also cancelled so they put me on their CHC-SYD flight (similar departure time). The only thing JQ didn't cover was the $6.10 it cost me on the train between Sydney International Terminal and Sydney Domestic Terminal. Fortunately I did not have any commitments to keep, so while all this was an inconvenience yet I felt JQ's response was highly commendable and made the situation not only bearable, but almost enjoyable.

Wow.
Are you sure that was Jetstar?
Sounds awfully un-Jetstar like to provide that much customer service
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By PG44 | Mar 05, 2018, 02:05 PM
If Jetstar was half the price of Qantas then it might have a value proposition. The reality is that once you start adding in all the "extras" you end up about three quarters the price for about a third of the value.

Spot on.
Which is exactly why Jetstar is so successful - people don't factor in the reduction in customer service and the high increase to the risk of cancellation when they are booking. They just see "cheaper", and their penny pinching instincts kick in. By and large, domestic Jetstar is relatively pricey for what you get.
International Jetstar can be a slightly more varied experience, depending on the route.

I'm convinced that Jetstar recruits ex prison guards for their land-side crew, to ensure they are tough enough to dish out the most cold-hearted 'customer service' possible, and to be deaf to all appeals.


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