Jetstar slammed by customers over widespread cancellations
The Aussie budget airline has been slammed by customers over a series of recent cancellations.
Australia’s budget airline Jetstar has been plagued with complaints this month after a raft of flight cancellations has left hundreds of passengers stranded overseas.
Australians far and wide have taken to social media to vent their anger and frustration over their dissatisfying experiences with the airline in recent months.
A group of 16 passengers – including a toddler – were left stranded and forced to sleep on lounges at a Japan airport for three days after Jetstar cancelled two connecting flights to Australia.
Their flight landed at Narita Airport in Tokyo on Sunday and was scheduled to depart for the Gold Coast the same evening but was cancelled.
An elderly couple flying with Jetstar were left shaking, in tears and waiting hours at Bangkok airport after being deserted by the airline.
“It wasn’t until nine hours later that I went to check on the elderly couple to find them in tears not knowing what to do, severely distressed,” Melbourne man Elijah, 35, told NCA NewsWire.
Without any English speaking skills and with no way of contacting their loved ones back home, Elijah said they were confused, frightened and left to their own devices by Jetstar staff.
Some Australians have revealed they are paying up to $100 a day to remain in Indonesia as they wait for their flights home.
“I just spoke to an operator re: my cancelled Bali to Darwin flight. I am re-booked for Tuesday, which will incur a one day visa overstay fine,” one man from Darwin wrote in a Facebook group about Jetstar.
Why are so many flights being cancelled?
At least 4000 passengers have been impacted by numerous engineering issues, which had led to a raft of flight cancellations since the start of September.
As of last week, the majority of customers had been sent home, with only 200 passengers waiting for an alternative flight.
A Jetstar spokesman last week apologised for the inconvenience the disruptions had caused.
“Unfortunately, our Boeing 787 fleet has been impacted by a number of issues, including a lightning strike, a bird strike, damage from an item on the runway and delays sourcing a specific spare part for one of our aircraft due to global supply chain challenges,” they said.
“The part has to be road freighted across the US.”
What is Jetstar saying?
“Our teams are working hard to get passengers on their way as soon as possible – we are putting on five special services to bring people home and booking seats on Qantas flights also,” a Jetstar spokesman told NCA NewsWire last week.
A spokesman also “sincerely” apologised to the elderly couple and has said the company is hoping to get in touch with them directly so they can “improve our communications during disruptions”.
Jetstar gave up a chunk of market share after the April school holidays, but the airline denies passengers are abandoning the low fares carrier.
The Australian Competition and Consumer Commission revealed a 5 per cent drop in market share for Jetstar from 28 to 23 per cent in its latest quarterly report on domestic airlines.
Is there any compensation being offered?
Travellers impacted by cancellations “as a result of operational or engineering issues” are entitled to receive compensation for accommodation up to $150 per room and meals up to $30 per person.
Customers may be entitled to other “reasonable” expenses which would be considered on a case-by-case basis, which may include visa fees.
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