Flight Wn to Ak returned to Wn after getting halfway to Ak due to air pressure issues. At the resulting queue back at the Jetstar counter in Wn to rebook I chose the Service Queue as the other two lanes were Bag Drop and Check-in respectfully. I was 8th in the Service queue. The other two queues had 1 and 2 people only in them when I first got into my queue in 8th position. Over the next 20 mins my queue moved 1 person. Whilst the other 2 managed a constant flow of people. After 20 mins I raised my voice to ask if one of the other two staff could take someone from our queue as we had been waiting patiently for 20 mins and our line was now 14 deep. The Staff member managing my line looked up and told me to 'calm down and be patient like the others had had to do". The staff member in the Bag Drop line looked up and said "we are doing our best and we'll get to you". The inability for Jetstar staff to do even the most basic, fundamental customer service task of "looking up and seeing what's going on in the queues" astounds me. I have seen student bar staff manage and be aware of patrons who got to the bar before others so why can't Jetstar staff manage 3 little lines with more courtesy and awareness. As just about everyone in my line and one of the other lines said "how ignorant and arrogant" Jetstar staff are. Their total disrespect for customers amazes me. My company spent $60k last yr with them. As CEO of my company I have directed my them all to now fly Air NZ even if they are a little dearer. That's the best way I can punish these people. Complaining via their online complaint form is a waste of space and effort.
Comments
Good on you Darren for taking
Good on you Darren for taking away your business from this pathetic company. Your experience is not unique. We should all fight in whatever capacity to get this despicable company off our skies. Taking your business away is the most effective way. Also letting everyone around you know not to fly Jetstar is a close second.
The service queues are
The service queues are specifically designed to help passengers with more complex issues than those who simply need to check in or check baggage, so it's really not terribly strange your queue was moving more slowly than the others which operate on simple and routine procedures.
To shout at the staff in the service queue while they're assisting other passengers is impatient and arrogant in and of itself, and to assume the other passengers in your queue had simple issues to deal with is ignorant. The staff were well within their rights to ask you to calm down and be patient as they have to deal with this kind of thing (and much worse) on an hourly basis every single day.
'calm down and be patient
'calm down and be patient like the others had had to do" - Good on you Jetstar. I agree with Martin - what gives you the right Darren to treat people with disrespect. Yet another nonsense complaint about Jetstar. Ignorant and arrogant - you summed it up Darren
Thanks Martin and Peter for
Thanks Martin and Peter for your inability to comprehend or even try to understand what I wrote. The other lines were moving meaning the Jetstar counter staff thought it ok to have one line just remain stagnant. You missed the entire point of the complaint. But you'd get that from Jetstar staff posing as comment repliers. Shameful.
Darren, if you had taken the
Darren, if you had taken the time to actually read what I wrote you will find that I pointed out you entered a queue specifically designed for passengers with more complicated issues to solve prior to flight, rather than check-in or baggage drop which are usually a much simpler and quicker transaction, and then despite this you claim that "Jetstar counter staff thought it ok to have one line just remain stagnant".
Have you ever worked customer service? Your attitude in the queue and in your comments here would suggest you haven't, no customer service staff for any company ever "thinks it okay" to have a line stand still for very long because that's when people like yourself start to assert their false sense of entitlement over others. Believe it or not, people don't actively wish to inconvenience you because what would be the reward - behaviour like yours? Some reward. Way to rely on the easy tactic of claiming we're Jetstar staff rather than actually engaging with what we're saying. It's actually you who missed the entire point of the two comments you're responding to. I'd ask how in hell you became CEO of a company but I fear the answer might make my hair curl.
Thank you for your insightful
Thank you for your insightful comment. Yes I have worked in Customer Service. Yes I was in a queue that managed a specific function and yes the other queues were bag drop. But the other queues also did a host of other tasks in this instance including the task I required as I waited. Our counter operator spent the most part of 20 minutes laughing with another staff member of the airport. Furthermore if I felt I wanted special treatment or had a sense of entitlement I would have taken the 'offer' of one of the bag drop staff to come to her counter once I got to the front. But noting that another person had patiently waited behind me and had more reason to be seen first I asked them to go ahead. Not at any stage did I expect special treatment. Making this ridiculous statement n your comment speaks volumes for your view of a customers sense of value.
Again the complaint was not that I was waiting 20 minutes - this is expected at many airlines and other service counter situations - it was the simple fact that it was clear for all to see that about 6 people had not moved at all for 20 minutes and no one in the other counters or our own made an effort to acknowledge this. When I raised my voice I did not yell; it was simply high enough to get their attention to ask them if one of them could take someone from our line - it was neither rude nor aggressive nor in any way a sense of entitlement. The response however was and EVERY person in my line thought the same as did the lady being served in the counter who chastised the staff member for being so rude to a customer. Enough said.
Martin, I don't necessarily
Martin, I don't necessarily want to get in the middle of your discussions but you have obviously not had the pleasure of talking to Jetstar's Manilla call center. The staff at the center take great joy in actively frustrating and annoying their customers. Please take a moment and check Jetstar's own Facebook page. You'll be surprised how many people complaint about their ground staff at the airport not to mention the Manila staff and even the cabin crew. And before you say it, it is not common to all airlines. It is an ingrained and approved culture of Jetstar which which one day you will experience if you continue using them.
I also understand Darren's suspicion regarding comments by Jetstar staff. There are some people, not necessarily you though, that seem to be very active on this forum only justifying Jetsar's behavior and criticizing anyone who complains.