Is It Just Me or Jetstar and Qantas Are Not That Bad

tomleonhart on 04/09/2023 - 21:26
Last edited 05/09/2023 - 10:50

In the last 2 years to date I’ve taken 49 flights from both Jetstar and Qantas. A lot more pre COVID going back to 2012.

I’m well aware of the common held view that they’re both terrible but in my experience they were not that bad especially JQ with the bad rap.

Apart from the 30mins - 1 hour delay with Jetstar, the only 3 times I’ve got a significant delays were with:

  • 5 hours delay with Qantas going from Melbourne to Auckland but they didn’t cancel the flight and that was in June 2022 when COVID travel were a thing.
  • 3 hours delay with Jetstar going from Sydney to Ho Chi Minh in July 2022.
  • 2 hours delay with Jetstar going from Melbourne to Ho Chi Minh City in May 2023.
  • 1 cancelled flight from Sydney to Ho Chi Minh in October 2022. Rescheduled to 22 hours later.
  • 1 misplaced pram in July 2022. Got it 24 hours later.

3 major delays and 1 cancel and 1 missing pram out of 49 flights is a pretty good run IMO.

Am I too easy on them or have I been considered lucky ?

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Comments

  • [Deactivated] on 04/09/2023 - 21:33
    +13

    3 major delays

    Am I too easy on them or have I been considered lucky ?

    You're just frothing at the bit to unleash, aren't you?

  • SBOB on 04/09/2023 - 21:36
    +63

    3 major delays and 1 cancel and 1 missing pram out of 49 flights is a pretty good run IMO.

    So a 10% f* up rate is considered good?
    Are you Alan Joyce's publicist?

    • tomleonhart on 04/09/2023 - 21:40
      +10

      Put things in context. The most punctual airlines in the world is at 88.93% so they still screw up 11.07%. 10% fk up rate is pretty good by that standard.

      • boomramada on 04/09/2023 - 21:53
        +5

        10% is bad, I probably caught 50+ flighs over the time, probably had 1% screw ups.

        • tomleonhart on 04/09/2023 - 21:59
          +7

          By your standard then the best punctual airlines in the world is still terrible at 88.93%.

          https://amp.cnn.com/cnn/travel/article/most-punctual-airline…

          It’s ok though we’re all allowed to hold a standard.

          • nubix on 04/09/2023 - 23:49
            +8

            @tomleonhart: You're not comparing the same metrics here at all. There's a whole world of difference between a 2 hour delay, a lost pram and arriving at the gate 5 minutes late, or whatever they mean by "on time". Did every single one of your other flights arrive on time?

            • tomleonhart on 05/09/2023 - 08:00
              +2

              @nubix: That is true i haven't compared the same metrics. I can't say every single one of my other flights arrive on time but non of them actually arrive so out of the ordinary that I have to remember them for. They were all non-event.

              • crowleysimon on 05/09/2023 - 13:24
                +4

                @tomleonhart: You do realise the report that article is about includes Qantas? 68.43% of their flights were "on time". They were the 5th best "Network" airline in asia pacific (out of 6).

          • OzBarAnon on 05/09/2023 - 15:25
            +2

            @tomleonhart: You really ought to consider how Qantas supposedly has a ~10% failure rate, yet it doesn't even crack the top 10 in the very list that you posted. It's obviously far worse than that ~88% punctuality of no.1, and not even up to the no.10 of 78% punctuality.

      • freefall101 on 05/09/2023 - 09:52
        +8

        Punctual here means within 15 minutes of arrival time for a flight.

        10% major screwup isn't the same as 11% of flights being 15 minutes off.

        IMO you've gotten used to crap service and your expectations are way lower than they should be.

    • Nickels n Dimes on 05/09/2023 - 21:00

      and apparently hundreds of cancelled flights didn't add to their star on-time track record

  • KaTst3R on 04/09/2023 - 21:38
    +13

    Probably sold you a flight that didnt have intention to fly anyway.

    • tomleonhart on 04/09/2023 - 21:41

      But I still got to where I wanted to be 49/49 times. 🤨

      • KaTst3R on 04/09/2023 - 21:47

        Can i assume in your 49 flights in two years most of them are to Ho Chi Minh?

        • tomleonhart on 04/09/2023 - 21:48

          No. 31 of it were between Sydney, Melbourne, Brisbane, Auckland and Queenstown.

          • KaTst3R on 04/09/2023 - 21:50
            +1

            @tomleonhart: I dont mind Jetstar or Qantas as long it is a good deal and it is intended to fly. So far no issues for me.

            • tomleonhart on 04/09/2023 - 21:53

              @KaTst3R: That’s why I have a hard time understanding the commonly held view that JQ/QF is some sort of terrible service that no one should ever try as if they are the worst thing in the world. Jetstar is cheap and IMO if we take them for what they are, they’re pretty good.

              • KaTst3R on 04/09/2023 - 21:55

                @tomleonhart: There are worse airlines out there. I dont like Alan Joyce as a person but Jetstar and Qantas are ok in my books.

                • tomleonhart on 04/09/2023 - 22:00

                  @KaTst3R: I don’t have an opinion on the Irish man. All I’m saying is Jetstar is good value in my opinion.

        • Darayus on 05/09/2023 - 10:55

          Jetstar flight to Asia are operated by Jetstar Asia with JS overseas crew.

      • OZKap on 05/09/2023 - 20:29
        +2

        "jetstar/qantas aren't that bad, I have never died in a fiery explosion while flying their planes"

  • Benoffie on 04/09/2023 - 21:40
    +45

    I think for a lot of people it's a moral upset.

    Im peeved that after 3 holidays cancellations (all covid related for various reasons), they jackd prices up and forced my hand in spending credits at a time that wasn't suitable.

    One month later, they flip because the ACCC finally decided to do their job.

    Im also peeved that tax payers keep handing out public funds, with no claw back clause, to listed companies under some outdated notion of nationalism.

    So yeah, i have a problem with their jacked prices, outsourcing routes, bad baggage handing, poor customer service and blazze attitude to corporate responsibility.

    Ah… /rant

    • ChatCPT on 05/09/2023 - 09:14
      +6

      stop handing out money. taxpayers money and taxpayers say no
      let the company sort itself out
      or worse case its a loan

  • Some Human on 04/09/2023 - 21:42
    +5

    I flew jetstar once. The ride was so rough and rickety, I spent the whole time praying the plane didn't fall apart.

    • MS Paint on 04/09/2023 - 22:15
      +11

      That's mother nature not Alan Joyce.

    • tomleonhart on 04/09/2023 - 22:22
      -5

      I love rocky flight. Easier to sleep. Too smith and I stay wide awake.

  • SnowDragon on 04/09/2023 - 21:50
    +3

    I think Jetstar and (previously) Tiger got a bad rap. They are low cost but I never really had bad experiences except for two cancellations. They occasionally were 15-30m late but nothing out of the ordinary.
    Since I've started churning CCs, I've flown 6 times with Virgin and one of those was cancelled and the other (out of Darwin at 11:45pm) was delayed 2 hours.

    Low cost carriers are great for short haul domestic flights. Spend a bit more for international flights though.

    Most of my flights have been HBA <> MEL/SYD, so 1-2 hour flights are fine
    2 cancelled flights Bali to Melbourne (2 days in a row) with Jetstar
    1 cancelled flight Brisbane to Hobart with Virgin
    Otherwise I've been to Thailand and Hawaii successfully with Jetstar and back without any drama.

    • SlickMick on 05/09/2023 - 10:46

      I don't think they get a bad wrap. I think they provide a terrible service and are pure evil, and enough bad can't be said of them.

      My prime example:
      I was putting my daughter on an interstate discount flight. We were standing in queue at check-in, because they didn't provide any self check-in at the time, when, whilst 2nd in queue, it was announced that check-in was closed and no-one else would be flying.
      I said that my daughter didn't have any checked luggage, so just give her the boarding pass - boarding hadn't opened yet. They refused, saying we were late and had to purchase a new ticket. Obviously that ticket cost a whole lot more.

      I still use them, because in the long run I figure I'll still save money despite incidents like this, but I reserve my right to despise them.

      • Randolph Duke on 06/09/2023 - 18:27

        Can honestly say I’ve never heard anything like that, from any airline. They wouldn’t let you check in with a valid ticket, but would let you buy a need one on a check in that was closed?

        • SlickMick on 07/09/2023 - 08:16
          +1

          Sorry, I wasn't clear, we also had to wait for the next flight

      • tomleonhart on 06/09/2023 - 18:55
        +2

        I’ve seen more than a dozen times where JQ check in staff would call out passengers waiting in line for flights that are closing and bring them up front. Got a person walking with a board with the name of the flight too up and down the queue. Pretty sure it’s their standard practice since it happens on every time I was queuing up to check in. Sound like they forgot to do it for your daughter.

        • serpserpserp on 06/09/2023 - 19:26
          +3

          Sound like they forgot to do it for your daughter.

          Or the story isn't correct.

          • wackedupwacko on 07/09/2023 - 00:46

            @serpserpserp: It is common, but at the same time it can be quite loud at the airport and you may not necesarily hear the announcements.

        • SlickMick on 07/09/2023 - 08:26
          +1

          It only makes me more furious that they have other procedures that aren't followed. I have no doubt that the person doing check-ins was having a bad day, and because of her attitude my daughter didn't fly. Maybe her colleagues didn't show and there should have been 3 counters open instead of 1. (Well the latter is a fact, but I don't know the reason.)

          I flew Air Nuigini the other week and had trouble at check-in. The staff there were communicating over the radio with the boarding gate and did everything in their power to get us boarded. Had to reprint the passenger list twice. They even came over to Flight Centre to help resolve an issue.
          It didn't cost Air Nuigini any more to provide that service (unless they pay more to attract better staff??)

  • Hybroid on 04/09/2023 - 21:55

    Said this before but I've used them a handful of times from Sydney to Melbourne and I think Brisbane/Cairns once and haven't had any issues with them. Even during the Melbourne F1 peak period.

    I probably wouldn't fly abroad with them as they're not getting priority on landing, gates, services etc but couple hours interstate as a "shuttle bus" is fine.

    • MS Paint on 04/09/2023 - 22:17
      +4

      as they're not getting priority on landing,

      That's not how arrival sequences work.

      • serpserpserp on 06/09/2023 - 19:29

        That's not how arrival sequences work.

        Didn't you know that air traffic controllers just pick their personal favourite airlines to land first? If you are low on fuel but don't have a good rep with the air traffic cons you are just out of luck.

    • SlickMick on 05/09/2023 - 10:49
      +2

      Their service is far from being comparable to a shuttle bus. I long for the day that we can just turn up at an airport and purchase a fixed price ticket for the next departing flight and hop on.

      • john71 on 10/09/2023 - 21:15

        You mean like when Ansett and TAA would both charge you exactly $469.51 to fly from Canberra to Sydney regardless of when you bought the ticket?

        Ah yes. Them good ol' duopoly days.

        • SlickMick on 10/09/2023 - 23:12

          Nope, that's not what I mean at all.

          Lucky we've moved on from corruption in the airline industry hey./s

          • john71 on 12/09/2023 - 23:21

            @SlickMick: It's way better than it was.

            When I grew up, poor people caught the train to Perth while rich people flew. Nowadays I can get myself across the country (or even New Zealand) for the equivalent of two hours' wages.

  • foxmulder on 04/09/2023 - 22:13

    I used Qantas in April from Bali to Sydney. They delayed 40 minutes due to someone was sick and they had to escort the person out and fill out paperwork, I thought it was awesome for them to follow procedures, not short cut. That person happened to be in my row, but the other side, probably good thing I put masked on.

  • Almost Banned on 04/09/2023 - 22:25
    +1

    Haven't flown on QANTAS for years - but flown Jetstar many times and never had a serious problem.

  • CyberMurning on 04/09/2023 - 22:25

    last 2 years to date I’ve taken 49 flights

    Im more interested on how lucky you are to have this luxurious lifestyle

    • tomleonhart on 04/09/2023 - 22:28

      I fly cattle class. Nothing luxurious about it. Only mildly luxurious experience for me was premium economy from Singapore to Auckland with air NZ in March this year and they were still delayed by 45 mins. 😅

      • Baysew on 05/09/2023 - 15:46

        I fly cattle class.

        After this post, those days might be over.

        • unhuman on 06/09/2023 - 15:41

          Free upgrade all the time?

        • tomleonhart on 06/09/2023 - 18:56
          +1

          Wish that was the case. Just bought another ticket :-/ let’s see if I’ll get and special treatment after this post.

  • Seraphin7 on 04/09/2023 - 22:50
    +5

    Compare it with the train service. We have this expectation that the 6.12 train will rock up … at 6.12 … and depart about 1 minute later.

    On the planes, we seem to settle for a 6.00pm flight leaving anywhere before about 6.30pm as just totally acceptable.

    If we allowed an airline the same amount of leeway as we allow every other form of public transport, the failure rate would be a very significant double-digit percentage.

    • tomleonhart on 05/09/2023 - 08:14
      +2

      to be honest I don't think we can compare air travel with train services. The operational factors for those 2 are wildly different.

      • Seraphin7 on 05/09/2023 - 08:41
        +1

        It's fundamental logistics in both cases. The reality of it is that airlines are allowed to get away these delays and so they do.

        The difference is the PR departments. No one's interested in an all expenses paid trip to Penrith. But bung a few media pap merchants on a junket to Europe and it's wall-to-wall positivity and … what … the paying public … who dat?

      • Dslrfirst on 05/09/2023 - 09:27
        +1

        Why say "to be honest" now?

        • tomleonhart on 05/09/2023 - 09:27

          because you can't compare air travel with train.

          • MS Paint on 05/09/2023 - 10:32
            +1

            @tomleonhart: Agree. So many more variables in aviation for shit to go wrong.

      • ausdday on 05/09/2023 - 21:48
        +1

        actually airline is the only industry where they can get away with:
        1. overbooking. They can sell more seats than what is available and hope some people won't show up.
        2. have you buy insurance (hopefully from them) in case they screw up (flight delay, luggage lost, etc.)

    • gromit on 05/09/2023 - 10:08
      +2

      Trains aren't affected by the weather (at least not to the same level), a thick fog isn't going to prevent the train system running on time but a Fog in Canberra will affect flights (a regular winter occurrence) or a cross wind in Sydney or a storm in melbourne can delay a whole series of flights for the entire day across the country.

  • altomic on 04/09/2023 - 23:21
    +10

    my last 4 booking with Jetstar:

    2020 korea - cancelled
    2022 Japan - cancelled
    2022 Bris- Melb return leg - cancelled ( the trip down was delayed 3 hours)
    2023 Bris- Melb return leg - cancelled.

    • jv on 05/09/2023 - 00:40
      +4

      Might last trip with them had my outbound flight cancelled 3 times over two days.

    • morse on 05/09/2023 - 04:49
      +1

      I have flights booked with Qantas to Japan for next year. What happens when they cancel? Do they book you on the next available flight? Do you have to pay the difference if the next flight is more expensive?

    • tomleonhart on 05/09/2023 - 07:56

      lol that's a terrible run you had. What happened to the cancelled flight ? Rescheduled or credit ?

      • altomic on 05/09/2023 - 16:21
        +1

        First 3 creditted, last was rescheduled with qantas

        • Deals For Days on 05/09/2023 - 16:45
          +1

          That’s cooked. When did they get cancelled? Did you end up having to pay a lot more for replacement flights?

          • altomic on 05/09/2023 - 23:30

            @Deals For Days: 1 was a week before (before covid lockdown - so probably a blessing)
            2 was a month before departure
            3 was 6pm - 3 hours before departure - had to pay 50% more for replacement flights to sunshine coast the next day (instead of brisbane) as everything was either booked out or 3 times the price for the next 3 3 days - end of school holiday -i had to get back to work and kids had school)
            4 cancelled 3 hours prior but was rebooked on qantas (by jetstar) for same day.

  • kyle on 05/09/2023 - 03:20
    +8

    You're only looking at the delays and cancellations aspects.

    People are also upset at the incompetence of the call centres and how they can stuff up itineraries with people losing their premium cabin seats in some cases. And there are those waiting forever for refunds and the list goes on.

    • unhuman on 06/09/2023 - 15:49

      Sorta happens to every airlines tho. We have no choice but to fly either Qantas or virgin domestically. They are the only full service airline. Jetstar Rex and so on are budget airways and service is even worse. We need some billionaires to start new airline here lol

  • morse on 05/09/2023 - 04:47
    +3

    The international seats have improved marginally on Jetstar in that there’s now a solid back to them so you don’t get some kids foot digging in sharply through the fabric that you used to. The leg room is tiny though, I’m 168cm though I’ve proportionally longer legs, I’m about as tall as you’d want to be for a standard seat. I don’t mind their add in packages that include a food option, in my opinion the extra luggage and food is decent value.

    They are ruthless with overweight bags though, including carry on. I was given some gifts at a conference that put me over on carry on one time and they were making a huge fuss over 500g saying they were going to charge me $80. I had to drink my water in front of them (so not to through out reusable bottle) and put on my jacket even though it was warm - this kind of stuff is just silly and off putting. I also think they scales can be off quite a bit as I have had different results on different scales so you have to under pack by at least a couple of kilos.

    In terms for the refunds and credits, I haven’t experienced this personally, but I think there’s very good evidence that they’ve fobbed people off, dragged it out too long and that this is not reasonable. I also think the excessive flight cancellations are completely unreasonable. People are paying for a specific service and make plans around this. It’s not reasonable to have a second flight booked just in case Qantas/Jetstar cancels at the last minute. I’ve had a friend miss our wedding due to this and they were only given credit (not refund) - in any other industry, if you don’t provide the goods or service, you don’t get to hold on to the money so you can provide a similar service that the customer might want at some point in the future, and may have to chip even more money for.

  • Mechz on 05/09/2023 - 06:31

    I think you have to look at the most cancelled routes and how they treat those people affected.

    I had a 6am Bris to Mel flight on Jetstar cancelled in 2019 and instead of refunding, they paid Virgin to fly us 10 hours later in the day. But the major issue was the 6 hours of zero communication after the cancellation.

  • 01001111 01000010 on 05/09/2023 - 07:21

    No, it's just you.

  • No and then on 05/09/2023 - 07:28
    +7

    Shitstar has always been shit. Even named a puppy after Jetstar so every time it took a dump I could say Jetstar's shit again.

  • Drj55 on 05/09/2023 - 07:28
    +4

    Have you ever had an issue and needed to call customer service? I've had a flight cancelled (now I understand it was always a "ghost" flight) and I had another problem booking a mulitstep international journey that kept throwing an error just before the payment page. Their service centre is one of the worst experiences in life!!

    • tomleonhart on 05/09/2023 - 08:16
      +1

      I can't say I have. With all the flights I've taken with them, and they more than 100+. I have never had the needs to call customer service thank god. But I know QF customer service can be a joke since I've not met a single person who says they're good lol.

  • sonicentropy on 05/09/2023 - 07:29
    +2

    Luck is also a factor. I have taken far less flights in last 5 years.
    Jetstar stranded my family in narita for 24 hours (canceled flight) .
    Feb this year our flight back to australia delayed 4 hours ((flight was already red eye). Qantas broke a new antler suitcase my daughter pointed it out on the tarmack (fallen off lugguage trolley). 4 years ago we had another OOL to Narita Cancelled ( 48 hour delay ). Our odds with jetstar are greater than 50/50 one of of yearly japan trips (pre and post covid) is delayed or cancelled. I had to go sydney last week, work was going to put me on jestar i talked them getting me on virgin, that 6 am jetstar OOL flight to sydney was cancelled and everyone was bused to brisneyland to catch their flight. Our jestar trip to wa was also affected by last minute changes so i cancelled (4 hour rule)

    • OzBarAnon on 05/09/2023 - 15:20
      +1

      Do they provide any recompense at all for the 24hr delay? Or were you left high and dry?

  • onetwothreefour on 05/09/2023 - 07:32
    -4

    People love to jump on the bandwagon and have a whinge, it's human nature.

    • Ade99 on 05/09/2023 - 07:56
      +3

      ooooor Jetstar has less regard for customer service…..some one has to fund those bonuses.

      • onetwothreefour on 05/09/2023 - 09:39
        -1

        Bandwagon

        • smartazz104 on 05/09/2023 - 10:23
          +1

          You're saying there are people who aren't affected by Jetstar's poor service and are just having a go?

      • MrThing on 05/09/2023 - 11:26

        Jetstar is way worse than qantas

        But jetstar is qantas at heart

        Just like scoot is singapore airlines

  • Mitchtastic on 05/09/2023 - 08:17

    I personally have had more dramas and issues with virgin then compared to jetstar and qantas. Also back in the day never had any problems with Tiger. I used to fly interstate from lerth multiple times a year.

  • capslock on 05/09/2023 - 08:19
    -1

    What I don't understand is why Jetstar haters always feel the need to comment on Jetstar deals. If you hate the company so much and will never fly them again then why do you keep clicking on the Jetstar deals?

    • tomleonhart on 05/09/2023 - 08:33

      And make the effort of typing in the comment of how much they hate them. I must have been pretty lucky to not have to experience the JQ typical experience.

    • smartazz104 on 05/09/2023 - 10:24

      Same reason people comment on Heymix deals despite never having a device catch fire.

    • SlickMick on 05/09/2023 - 10:58
      +1

      Is that a rule? We have to choose whether to use a company we despise or have a whinge?? I wasn't aware, I do both (and continue to accumulate content for future whinges).

    • cmyk on 05/09/2023 - 14:05
      +1

      It's the OzB spirit to warn others. Like product review.
      What I don't understand is why Jetstar simps keep defending JS even though they're obviously horrible

  • Waltervp on 05/09/2023 - 08:32
    +1

    I have continuous battles with qantas about everything. Flights and crew always friendly and organised, on time enough for me…. but i have nothing but trouble with flight booking issues, medical equipment, lounge access, fees, redemption seat availability, luggage transfers between jetstar and qantas…. i perservere with them as my town is only serviced by them and i have a love hate relationship with them.

  • Andrew0415 on 05/09/2023 - 08:38
    +3

    It's not just delays or punctuality for me - although my niece recently had a nightmare experience with them sitting trapped on the tarmac for 5 hours while they tried to find a pilot (while still making sure to charge people for food and bottled water). In my experience their personnel and customer service is abysmal. They're always searching for ways to screw you out of money. When I think of Jetstar all I see is one of their staff members rolling one of those baggage size checkers along a row of weary passengers and trying to catch everyone out. Never had that experience with Virgin.

    • samfisher5986 on 05/09/2023 - 08:48

      I would rather Jetstar check bags and keep prices low rather then let everyone cheat the system and raise prices indirectly because everyone is has bigger and heavier bags.

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