Having attended a funeral of a family member in rural Victoria, my wife & I decided to 'cut short' our time with our family to ensure that we could make our return flight back to Sydney. We arrived at Tullamarine an hour & 20 mins before boarding time. Boarding time for flt JQ518 to Sydney was 1:05pm. We attended the Staff manned check-in desk and got our boarding passes. There was no mention of any delay - just to proceed to gate 26.
Jetstar book-in counter is at one end of the Airport, the gate at the other. I would say 800m. After 10 minutes of security queues, we made our way towards the gate. 20m before the gate was the departure sign. JQ518 to Sydney - Boarding at 1445.
Thinking that it must have been an error, we sat down and awaited the boarding call.
11.55 am a call went over the PA announcing a delay. Boarding at 1445. A delay of 1hr 40min.
The Plane was coming from Brisbane - flight time of 2hr 25min.
Booking staff would have been aware of any delay as from 11am Melbourne time. Was this conveyed at the check in desk - NO.
Did the Departure Board state the flight was delayed - NO.
CUSTOMER SERVICE FAILURE NO. 1.
As we are both 'smokers' we exited the airport. Whilst outside we heard an announcement concerning our flight - '...would ticket holders in seats 27+ get new boarding passes....'. The announcement was garbled as per usual airport announcements. As there were other Sydney flights in adjacent Gates, we assumed that passengers were being transferred to those flights.
After a 800m walk, via security check-in (again), we arrived at the Gate. There was another couple, with child, at the counter asking what the message was. They had assumed the same. Four staff members had grouped together and were 'telling' the couple that they had misheard or misunderstood. I entered the argument and said that I agreed with the couple. We both had the same understanding.
The Jetstar staff stated that they are in control of announcements and that we are lying.
Both of us walked away in disgust, only to witness/hear other passengers state the same.
CUSTOMER SERVICE FAILURE NO. 2.
1445 - 'Would all passengers for flight JQ518 to Sydney please go to gate 26 for boarding".
Boarding did not take place until 1500.
CUSTOMER SERVICE FAILURE NO. 3.
Reasons for delay over PA:-
We don't know, Sure it's a good reason, They don't tell us.
CUSTOMER SERVICE FAILURE NO. 4.
Finally on-board aircraft.
"Sorry for the inconvenience, there was a problem with the Brisbane flight. We realize that you have been inconvenienced - but so have we".
I don't give a shit if Jetstar staff have been inconvenienced - they still get paid etc.
CUSTOMER SERVICE FAILURE NO. 5.
Just to add insult to injury:-
"Jetstar has food and beverages that can be purchased in-flight. But due to the downgrade - we have no Coffee or Tea and some food items are not available".
The crew member was actually laughing as this was being announced!!.
CUSTOMER SERVICE FAILURE NO. 6.
Never again will I fly Jetstar.