Took a flight from Melb to Hobart return on the same day as I was attending a football match on Sat. August 15, 2015. Flight back to Melb was supposed to be at 9.10pm. Boarded, told there is a mechanical issue. 9.39pm, told it was fixed and it would be 10-15 mins for the paperwork to be completed then we take off. No problem, we thought as these things can happen and safety paramount.
10.05pm, paperwork done but crew have worked too may hours so everyone had to get off, stand in line at check in and get boarding passes for the re-scheduled flight at 10am the next day. They also were to organize accomodation. While waiting for an hour and a half, no customer service reps there except the 3 ladies working behind the counter. NO water, coffee, assistance if anyone had a question or a medical condition. (I am diabetic and had no insulin). I only flew for the day so didn't require my overnight dosage of insulin as well as tablets. We got to the front and the thriving metropolis of Hobart apparently had no further accomodation.
They said they "might" have to close the airport. Were we to sleep in the cold with no blankets, food, water, any basic human requirements? They did open another part of the airport with heating and at least it was carpeted. Jetstar staff had gone home by this time as had the 6 police present. I even jokingly asked one of the police if they could arrest me so I could have a bed for the night!!
By midnight, everyone was gone except the 50-60 of us sleeping on floors, conveyor belts, plastic chairs or not sleeping at all. NO Jetstar staff, NO medical people available should anything go wrong, NO food, NO blankets. There was a nice airport security man who got us bottles of water. I also found out that the crew would have had to work 7 minutes overtime to get us home!! Yes I know there are CASA requirements and fines should they exceed the time worked but 7 minutes!! I also know through life that common sense should always prevail and taking initiative may be of benefit to all concerned but not here.
Jetstar spent $150 on those that got a bed but nothing on those that didn't. We were allowed $30 per person meal allowance (that's fair). The next day, the 10am flight had mechanical problems again. Which was a bit scary as the plane hadn't moved all night!! It was still, like us, in the same spot. We left at 11am and home 14 hours later than expected.
I wrote a complaint and then received a factually incorrect reply. "I am glad to see that our airports staffs were able to get you on the next available flight". There were 2 flights at 7.55am and 9.55am and our flight was just a newly created one so it wasn't the next available. Then I get further on "I am happy to provide the AUD $45.5 refund as a further gesture of goodwill". Where was the first gesture of goodwill to say further? And why is it goodwill to provide the refund of $45.50 when that was what 3 of us spent on breakfast as part of our meal allowance?
Now I am writing this as I wish to know who I can speak to rather than standard email replies full of crap and apologies.
-i rang 131538 and option 2 doesn't exist.
- I rang (03) 8628 3400 (which is Melb where I live) - voicemail is full
- 1300 360 933 - please check the number you are calling
- 9347 0091 - voicemail
- I also rang (03) 9645 5999...which is a Melb. number..I get the Phillipnes!!
I don't know who else to call..can someone please assist?
3.30pm - It s now an hour later and I gave 131538 a call as I had run out of ideas. After about 20 minutes talking to a Filipino lady, I spoke to a Filipino man in customer service who refused to budge. I threatened I would go viral on social media, and thanks to this site had email addresses to executives, he gave me a $100 flight voucher for each of my party. At least someone actually tried for me so I reluctantly accepted as I am not keen to go with them again. Hopefully, it will be just for a football game again as any family holidays will not be through Jetstar.