Don't trust Jetstar with special needs passengers
Jetstar’s lack of care for their special needs and elderly passengers is nothing short of appalling.
My father needs to fly Melbourne to cairns on a regular basis and due to needing a direct flight and extensive road travel to reach Tullamarine we often have no choice but to fly with Jetstar.
The last 3 yes THREE, flights they have put my father at risk. He is hearing and vision impaired and has cancer. He has no trouble flying alone as either myself or a trusted carer is at either end to greet him. If only Jetstar could show some care.
In October they failed to provide a wheelchair and he wandered off, lost in the crowd at the Tullamarine causing a panic and a potentially dangerous situation for dad. After complaining they sent 2 $100 vouchers. I don’t want money I want a flipping wheelchair!
Then December after complaining on this page and worrying about the next flight Tim at Jetstar messaged me that all was in hand for Dad’s current flight and that a wheelchair would be provided.
Again it was NOT. Dad came through the gate once again on foot, weak & trembling after walking the considerable distance through the heat tunnel that passengers must endure from plane to the Cairns terminal.
I complained again on here and Tim chose not to respond at all.
Then again yesterday despite doing everything humanly possible to assure the wheelchair was available in Cairns when disembarking, it was NOT and my father came into the arrivals hall on foot, weak and shaking.
When I confronted the staff at the gate the flight attendant said the cabin manager had not arranged a wheelchair.
I also request a window seat every time so that he can rest against the wall to sleep. Never happens.
Qantas never drops the ball with Dad’s care. Which makes me wonder is it a money issue? The Jetstar flight is a few dollars cheaper so basic passenger care is disregarded?
But then how hard is it to have a wheelchair ready when there are plenty of them sitting idle in the check in area? They have now sent me a FB pm stating they will investigate.
Comments
don't hold your breathe on
don't hold your breathe on that. "we will investigate" when translated from jetstar to english means. "We will wait for you to call back again in a month to make another excuse"
My parents just did the same
My parents just did the same flight -cairns to melbourne on 17/2 @18:20
Cairns ground staff were EXCELLLENT, met them just before 5, they gave me the wheelchairs and checked them in. Asked us to come to the gate at 17:40 where they were ready to take them to the plane before the rest of the passengers boarded.
Now Melbourne -complete reverse.
They had taken them off the plane and then said no one would be able to help them to the baggage area where friends were waiting to pick them up...surely would another 5-10mins to push them to the baggage claim have disrupted their workload.
So in this case the ground staff in Melbourne need to learn from their peers in Cairns. Yes Melbourne is a much much bigger airport but surely that means they will have more passengers needing help and there staff levels should reflect this...it's a duty of care that shouldn't be based on the fee.
This is being sent to Jetstar by email as well.
Wheelchair passengers must
Wheelchair passengers must have an aisle seat.