I am sorry to tell but honestly the service provided by Jetstar staff Natalie and Peterson Robert in Sydney airport has given me by far the worst flying experience I
have ever had from any airline or any airport. Our booking number was U2UMRL and our name are On Tai Anthony Lin and Kit Man Ting. Our flight was supposed to fly from Sydney to Nadi, Fiji on 29 March at 9am. We checked in at the counter at 8:05am and we were told that the flight was departing on 9am. We go directly to the departure gate right after we checked-in. However, we got stuck in custom due to long waiting lines. No one was trying to search for us and no final boarding call was heard. When we arrived the departure gate, it was 8:50am. We were told by Natalie that the gate was closed because she needed 10 minutes to handle the documentations and that's why the gate was closed at 8:50am instead of 9am. We wondered why Natalie has not offering any solutions or hospitality at the time being.
The atitude of Natalie is arrogant and we got irritated because she just kept telling us the gate was closed and there was no point for argue. No remediations were
being given. Below are some quotes from Natalie:
"Do you know the documentations are complicate? Have you handle the document before?"
"There is no point for argue, the gate was closed"
"It is your fault of being late to the gate and we have nothing that can do about it"
"We have to take time to count number of people and calculate the weight balance of the flight"
We thought Jetstar staff should be cooperative and nice. However Natalie totally changed our image on the airline. We don't really feel that Natalie is trying to help. We believed the responsibility of Natalie should be to help us to get on plane, instead she kept trying to tell us the rules and how difficult her job was. What she was trying to do was just delaying our time and wish the flight to fly away so that we really have no point to argue. It turned out that she called the cabin crew at 8:55am. The cabin crew answered that we cannot get abroad. I believed the story would be different if she called right away when we arrived the gate. The flight started to move away from the bay at 9:05am. At that time Natalie told us that the flight was gone and she would bring us back to the flight office and arrange the next flight for us. Therefore after all the customs and re-scan of x-ray, we stood in front of the flight office and waited for Natalie reply.
After 30 minutes, the duty manager, Peterson Robert shown up instead of Natalie, and tell us that we need to pay AUD610 in order to re-schedule the flight to Nadi on 31 March. Peterson did not offered us any solutions instead he told us that the company has to be fined for AUD1000 for every minute late to depart. If the cause of late departure is us, we should be able to get on to the plane. He seemed like using a technique to tell us that Jetstar is paying for a fine (which is not related to us) and he is doing us a favorite because he can cancel the whole booking and we may even lost the return flight ticket. Please understand that we cannot accurately mentioned the name of the staff (Natalie) that served us at the departure gate because Peterson refused to give us her name. Peterson said he is the duty manager, all his decision is final and he will not give me her name. Peterson was even trying to mislead us when I said I am going to file a complaint. He told me that the only thing I have to put in the complaint was reference number and the time I arrived the gate. With no names, how can we truly reflect the services that were being given?
We were disappointed with no choice to search for other airline to go Nadi. We ended up to purchase a one-way ticket to Nadi on that day for AUD900. We are not trying to ask for explaination but we hope this can express our great expression of unsatisfy. We would like to reflect the real situation and service offering by front line staff to the management of Jetstar. The whole process only shows cunning, arrogant, and unhelpful of these two staffs. Not to mention that this is our honey moon.
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