Thursday, March 18, 2010

Faith in the system?

As cynical as I can be at times, I do tend to have faith in 'the system'. I believe, generally, if you do the right thing, all will be well. You may think I am a fool for thinking this, but it is the way I survive. I cannot see much point in anything if I don't have some faith in our society. No doubt some of you now have tingling fingers, itching to start typing to drag me into the realities of life and I won't even mention what one blogmate went through when the medical system failed her so badly with tragic consequences.

If you watch those 'airport' style television shows, there is very rarely a case where the customer is right, but from what I have read on this post below, these chaps did everything right and yet were well and truly shafted by Jetstar. Ok, not life threatening, no one died, but what sheer incompetence by Jetstar, a subsidiary of our Qantas airline. So have a quick read of what Evol Kween and his partner went through at the hands of Jetstar. I can't see that they did anything wrong, apart from perhaps travelling Jetstar.

http://evolkween.blogspot.com/2010/03/visual-diary-hamilton-island.html

13 comments:

  1. I'm always gobsmacked at those shows and can never work out why they think it's good marketing/advertising. I would never fly with Jetstar after seeing that show. I have to disagree that they show the customer in a bad light though Andrew, because quite often it appears the staff are worse than the customers.

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  2. I love this show coz it shows you how bad human kind can be. Evol K & co. were really hard done by, through no fault of their own. I've heard so many terrible stories about these budget carriers, makes me very wary.

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  3. Anonymous4:50 pm

    Disgusting behaviour by those people at Jet Star!
    Cazzie!!!

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  4. Jetstar just got yet another dose of really bad publicity for their lack of customer service on TV here in NZ. A family who returned from Sydney with three young children found that their car seats had not arrived. Jetstar told them just to drive home without them. They had 60km to cover at nightime, but in the end they saw no option but to seatbelt themselves in the back of the car and travel like that. Next day, the family could get no answers from anyone at Jetstar about where the carseats were. After three days and some media attention, the car seats and an apology finally arrived. Stroller still missing though, but at least compensation has been offered for that. Family never intend to fly Jetstar again funnily enough.

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  5. System? You mean there is one?

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  6. Antikva, I have only seen the Tiger Airways version. I am certainly no defender of Tiger or Jetstar. Why can't they be more flexible? But generally the customer is at fault initially. I too can't understand why such companies participate in these shows.

    Maybe a case of you get what you pay for Fen.

    For sure Cazzie. They have used Jetstar more than once before too.

    Is that an old episode KN? I vaguely recall that or a similar one. We have had a NZ version here too, and a Crash Scene Investigation program. The NZ Crash program is far better than ours. One very sad case on the aforementioned tv show was a Maori woman with a pakeha husband and a few kids. Twice their flight was just cancelled. It was supposed to be a dream holiday for her.

    There is Brian and you get plenty of benefit from it too.

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  7. Hi Andrew

    I fly Jetstar and other budget airlines regularly and have never had any problems. Here's the thing. The price of low-cost interstate flights in Australia is about the same as flights were thirty years ago. This is replicated worldwide. On average, the cost of flying economy class hasn't changed since the 1980s.

    Something has to give and that something is not 'service' as such but the luxury end of service, i.e. the illusion that flying should be seen as a privileged mode of transport, entitling one to special and personalised treatment. We're talking about basic public transport now.

    I've taken a lot of budget flights around Europe as well and the same basic rules apply. I have flown Ryanair and Easyjet and I've done 99p fares with no problems. You can avoid all the hassle by just following a few simple rules,

    1) Book online early and reserve your seat. Very easily done with Jetstar.
    2) Check in online if you can, although I wouldn't say it's a big disadvantage as long as you...
    3) Get to the airport really early, like 90 mins or 2 hours. Seriously, we know that big airports like Tullamarine experience regular logjam problems. Can you not take that into account and bring a book, or have your laptop to hand?
    4) Don't overdo the luggage. That will always end in tears.

    xxx

    Pants

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  8. 'The price of low-cost interstate flights in Australia is about the same as flights were thirty years ago'. Really Pants? I would have thought they are very cheap now compared to what they were thirty years ago, unless you mean in actual dollar amounts. We do as you do and never have trouble and we set aside a whole day for a flight to Sydney. But we shouldn't have to. The guys were there well before check in time. I question the business model. Inadequate staffing clearly leaves a lot of very upset customers.

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  9. Hi Andrew

    Yes, I mean actual dollar amounts, or any other actual currency for that matter. I mean 99p is the amount you pay in Britain for a litre of milk, but you can fly to Hamburg for that - plus taxes.

    I can remember paying $100 to fly to Sydney from Brisbane in 1980 and thinking that was a good deal.

    I paid around $800 to fly to London from Australia one way in 1982 and about the same to fly back in 2008. My earning power had gone up by at least a factor of ten in that time.

    I'm not saying that people aren't entitled to decent service, only that they should be realistic about why they're getting such cheap fares. Either that or stump up for business class.

    xxx

    Pants

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  10. Andrew.... this latest incident wasn't on a reality programme.... it was on two current events shows here last night. Almost as bad as the airline telling the family to drive home with the kids unrestrained (which is illegal here for little ones) was the fact nobody would deal with the problem next day of getting the car seats back from wherever they were.....until the media got involved three days later.....

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  11. True Pants. I can't argue with that. People pay $25 for a flight that should be much more and they then have expectations that they will receive first class service. Duh, why is the fare so cheap? Air fares and cars are so much cheaper now than they ever were.

    Ok KN, that is very bad. As I say above, people expect a lot when they are paying very cheap fares, but there are some basics that should always be expected and that situation is one where the airline should go out of its way.

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  12. Anonymous4:13 pm

    Only ever fly with Virgin and Qantas for domestic travel in Australia - heard too many bad stories about Jetstar and Tiger Airways.

    Overseas travel is always with any other airline bar Jetstar, Virgin and Qantas. Have friends who work for these airlines and they say never to travel with them.

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  13. Not sure that Virgin is always that crash hot and we have had bad experiences with Qantas. If you fly cheap, then you must do as Pants above suggests.

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