JETSTAR BOARDS MUM ON THE WRONG PLANE THEN MISSES SONS WEDDING! F*#K YOU JETSTAR

TO WHOM IT MAY CONCERN

I would like to make an official complaint regarding the mentioned flight particulars entered with this submission.

My Mother was due to arrive into Perth as stated on her itinerary on Saturday 30th November 2013 at 9.10am. The purpose of her travel was to attend the first wedding of her children. The wedding was scheduled for the 30th November 2013 at 3pm.

Unfortunately Jetstar you failed us miserably. I received a phone call on the morning of the wedding day from my Mother. She was extremely distressed and upset and had me very worried. The incompetence of such a mistake leaves me wondering how something like this could happen, especially in times when airport security now is so much tighter and security procedures are more extensive.

My Mother called at a time in the morning where she should have still been in the air on a flight to Perth. Instead she told me she was in 'Tasmania'! I thought this was a joke! I couldn't believe what I was hearing. My Mother was so upset! I knew immediately there was a problem. I was extremely livid. Today I am still bitter about the whole situation. How did my Mother check-in at the Jetstar counter, be issued the wrong boarding pass and be seated on the wrong plane? Please explain! How on earth can this happen? I'm very experienced with air travel and thus know how the procedures work. I don't think that even if I tried to board the wrong plane on purpose I would be able to. The checks and cross referencing with identification, tickets, itinerary and boarding passes on more than one occasion by airline staff should ensure the correct passengers are on the correct flights and that who is suppose to be on a plane is on that plane and those who don't are not.

Consequently my Mother missed the wedding of her son! Can you imagine how hard it was for me to break the news to my brother that our Mother won't be able to make it and see him be married today? Can you imagine how my brother felt to hear that his mother couldn't make it? He thought it was a joke also. Until he saw the seriousness in my face that I was not joking he than became very emotional and upset to say the least.

My Mother was put on a Qantas flight to Perth that same day. Not only did she miss the wedding she missed most of the reception. They say a picture is worth a thousand words, well I can think of 2…'where's Mum'? She missed everything because of this unbelievable incompetence! When we look back on photos our mother will no be in them. That will last a lifetime! Our whole family are extremely disappointed at how this has happened and saddened that our Mother missed the first wedding of her children due to stuff up that should never have happened!

The morning of the wedding, before hearing that my Mother was in Tasmania, I had missed calls that came through at 4:10am on Saturday 30th November 2013. I returning the calls. The call was picked up by 'Jetstar Baggage Staff'. They asked to speak to my Mother, Sera Roebuck. Now this immediately raised a red flag. Not only are Jetstar calling at a time when my Mother should be in the air they would not give me any information at all as the reason of the call due to passenger confidentiality. I told the the staff member that I was handling the travel arrangements of my Mother but she would not give me an information. I explained that if it is anything serious I want to know because she is attending her sons wedding today. At this point she seemed quite hesitate in her voice and phone manner and then assured me that it was not serious to which I though, why is Jetstar calling me then?

After finding out my Mother was in Tasmania I called back the number from my caller id, which put me through to Jetstar Baggage Service. I demanded answers! How has this happened! I was promised that someone would contact me on my mobile to explain why my Mother ended up in Tasmania and not Perth. Nobody from Jetstar has called me since the 30th November 2013! I'm absolutely disgusted in the service and what’s worse my Mother was made to feel it was her fault by one of your staff! I’m disgusted and appalled that at such a low point where my Mother is feeling sad and deflated that she is kicked in the guts and made to feel that this incompetence is her own fault! This is so unacceptable.

I would like some answers, and promptly. I believe we a duly entitled to compensation and I wish it to resolved swiftly to our satisfaction.

Sincerely,

Matt Roebuck

------------------------------------------------ HERE IS THEIR REPLY TODAY ------------------------------------------------------

20 January 2014

Mr Matt Roebuck

Via email: ************************

Dear Mr Roebuck,

Thank you for your patience while we looked into the issues you raised in your feedback.

I can appreciate that it was disappointing that your mother missed your brother’s wedding as a

result of boarding and travelling on a flight different to the one she was booked on in booking

QE5DRA.

I can confirm that your mother was checked in for flight JQ 984 Sydney to Perth departing at

07:10am on 30 November 2013, however boarded flight JQ745 Sydney to Launceston at

07:10am on the same day.

Please accept my assurances that we take care to provide as much information as possible

about your flight at the boarding gate. Flight destinations are displayed at the boarding gate

and airport staff make announcements both at the boarding gate and inflight stating the flight

destination.

We do require that all customers are able to travel independently. That is, Jetstar will not allow a

person to travel alone unless the person can travel safely, without assistance, supervision or

both. This extends to embarking, travelling on and disembarking the aircraft. As such, it is the

responsibility of each independent traveller to ensure they have boarded and are travelling on

the correct flight.

I’m afraid that we are unable to assist with your request for compensation for your mother’s

experience. I can confirm that Launceston airport staff booked your mother on a return Jetstar

flight to Sydney and an onward flight to Perth with Qantas on 30 November 2013 as a gesture

of goodwill to get your mother to her destination.

Please be assured that safety & security is our number one priority and your concerns are

important to us. I’ve included your feedback in our report to our senior management team,

which is reviewed to improve our services.

Thank you again for taking the time to follow this matter up with us.

Yours sincerely,

Lisa Christodoulou

Manager Customer Care

Jetstar Airways Pty Ltd PO Box 635, Sunshine, Victoria, 3020, Australia

ABN 33 069 720 243