Another Jetstar complaint

September 19th, 2012 at 6:32 am by David Farrar

Stuff reports:

At 35 weeks pregnant, Sarah Clear was feeling noticeable enough already. The last thing she wanted was to be escorted off a plane in front of 150 passengers.

Mrs Clear, 33, of Wellington, had flown to Auckland with last month to visit a friend in hospital.

Unbeknown to her, she was in breach of Jetstar’s policy on pregnant passengers because she had not obtained a clearance letter from a doctor or midwife.

But no staff member raised any concerns with her, and she had no reason to believe there was any reason she could not fly back to Wellington four days later. …

After the flight left, she managed to reach her midwife, who told the Jetstar manager she was fine to fly, but the airline told her a verbal confirmation was not acceptable.

So instead she caught an Air New Zealand flight home without any difficulty.

Mrs Clear was upset that the airline had not enforced its policy on her first flight.

“I have argued black and blue with them that if they’re going to stick to a policy, they must stick with it both ends. You can’t strand me in Auckland.”

If Jetstar had told her about the need for a letter from her midwife when she arrived for her flight in Wellington, it could have been arranged, she said.

Jetstar’s policy requires passengers who are more than 28 weeks pregnant to carry a letter from a doctor or midwife confirming the estimated delivery date, whether it is a single or multiple birth, and details of any complications.

It forbids travel after 40 weeks for uncomplicated single pregnancies, or after 36 weeks for multiple pregnancies.

Air NZ allows passengers to fly up to the 38th week for single pregnancies, or 32 weeks for multiple ones.

Friends don’t let friends fly Jetstar!

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43 Responses to “Another Jetstar complaint”

  1. big bruv (13,211 comments) says:

    I have no love for Jetstar and refuse to fly budget airlines at any time (you run the risk of being seated next to Green or Labour party supporters) bur really, anybody with half a brain (was she born in Canterbury?) knows that chicks who are heavily pregnant are not allowed to fly.

    She should have checked what Jetstars policy was before getting on the plane.

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  2. seanmaitland (455 comments) says:

    Once again I fail to see the problem here – she should’ve checked before her first flight what their restrictions are. Given people are giving birth at up to 23.5 weeks (my son came at 29 weeks last year) – its essential to be on top of things like this.

    Additionally, all this whinging and the woe-is-me stories on Kiwiblog about JetStar are a total joke – I bet you guys would be the first to complain if Jetstar left the NZ market and Air NZ put all their prices up once they are running a monopoly on domestic travel again.

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  3. graham (2,214 comments) says:

    This does seem to be a bit of a beat-up towards Jetstar.

    So Jetstar has a policy about carrying passengers who are pregnant (fair enough), and this woman couldn’t be bothered reading the policy? And she’s complaining because the airline didn’t enforce the policy on the first flight? Spare me.

    When I travel, I check the policy. When I take out travel insurance, I check the policy. These days, who wants any unexpected surprises, or to find out you’re not covered for something when you thought you would be? If you can’t be bothered checking these things out, tough. Don’t complain when the policy gets enforced just because you couldn’t be bothered to read it.

    And I’m not surprised that Jetstar told her a verbal confirmation that she’s okay to fly was unacceptable. If something goes wrong, and she decides to sue Jetstar, where’s their proof of the conversation?

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  4. Mobile Michael (410 comments) says:

    There is no need for restrictions on a 60 minute flight for pregnant women. If they haven’t had contractions before they board then 99.9999999999% of the time they will be fine.

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  5. graham (2,214 comments) says:

    That’s not the point. The point is that Jetstar has a policy, this woman couldn’t be bothered to check it, and is now complaining because the policy was enforced.

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  6. seanmaitland (455 comments) says:

    Mobile Michael – spoken like someone who doesn’t have a clue about the complications that can arise during pregnancy.

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  7. James Stephenson (2,010 comments) says:

    and is now complaining because the policy was enforced.

    No, she’s complaining because the the policy was *randomly* enforced, causing her to be stranded in another city. Jetstar really wouldn’t know customer service if it smacked them in the face.

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  8. Elaycee (4,297 comments) says:

    James Stephenson:

    No, she’s complaining because the the policy was *randomly* enforced, causing her to be stranded in another city. Jetstar really wouldn’t know customer service if it smacked them in the face.

    Correct. Jetstar has an unfortunate reputation for cancelled flights / ‘mechanical issues’ / bad PR / poor customer ‘service’ etc and this latest example just adds to a very long list. They are the modern day version of the Cook Strait ferries – and Jetstar manages to hold this podium position without the ‘assistance’ of any union running interference… a remarkable achievement!

    No surprises with this latest cock-up [please excuse the turn of phrase] because Jetstar is the form horse when it comes to crap service.

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  9. graham (2,214 comments) says:

    It doesn’t matter if the policy was randomly enforced or not. At the end of the day it’s *policy*.

    How the hell can this woman complain when it was *her* *fault* for not reading the freaking policy?!

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  10. hmmokrightitis (1,506 comments) says:

    Try flying to and from the provinces on Air UnZud. Not a happy experience. Frequent and significant delays, noisy aircraft which are either freezing or bloody hot, and hugely expensive – last week, 7 days before flying, it cost me $520 to buy a return New Plymouth to Auckland.

    Yeah, JStar are shit, but Air UnZud arent brilliant either. Ive had plenty of WTF moments with them as well. Including 2 lost bags – flying that same route – within 3 weeks. How the fuck can you lose a bag on a 35 minute flight?

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  11. East Wellington Superhero (1,151 comments) says:

    Sorry DPF but this is too coincidental.

    Jetstar is poised to make a big announcement today. This Stuff ‘article’ and DPFs post wreaks of paid bad press by Air NZ and its PR contractors.

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  12. East Wellington Superhero (1,151 comments) says:

    Further to that, my work colleague was delayed 2 hours on Friday prior to his Air NZ Wellington to Auckland flight. This happens all the time. Also, what pregnant women flight at 35 weeks (of 40) of term doesn’t check the rules FFS?

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  13. BeaB (2,056 comments) says:

    We’ll never fly Jetstar again after rude and unhelpful check-in staff in Cairns and an air hostess who shrieked after us as we walked down the aisle. One of the air crew had strong BO which we got an unpleasant whiff of every time she swept past us.
    Never a problem with Air NZ and even Qantas this time gave us two enjoyable flights

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  14. East Wellington Superhero (1,151 comments) says:

    More evidence of bullshit PR “news story”.

    The Stuff article says “Air NZ allows passengers to fly up to the 38th week for single pregnancies, or 32 weeks for multiple ones.”

    But actually, the rules for Jetstar and Air NZ are exactly the same for over 28 weeks which was the sticking point. And, the 38 week rule for Air NZ is only for short haul flights, longer haul has 36 week limit like Air NZ. And these all require medical approval.

    Jetstar rules
    “Those who are 28 weeks pregnant would need to seek medical clearance prior to flying.”
    http://www.jetstar.com/au/en/planning-and-booking/travelling-with-kids/mums-to-be

    Air New Zealand rules
    “If you are beyond your 28th week, we recommend you carry a letter from your doctor or midwife confirming your pregnancy dates, that there are no complications and that they believe you are fit for travel.”
    http://www.airnewzealand.co.nz/special-assistance-travelling-when-pregnant

    Conclusion. Women did check the facts and now wants to blame someone else.

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  15. East Wellington Superhero (1,151 comments) says:

    * women didn’t check the facts

    As I’ve said on previous Jetstar posts/PR hatchet jobs, I don’t work for Jetstar or have an business with them. I just don’t like bullshit media articles written by reporters who are getting free tickets to overseas conferences. And I also like to defend Jetstar because if they were to leave NZ we’d all get it in the neck.

    People who don’t read their ticket, turn up late, or expect special treatment for a $59 ticket are fools.

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  16. Kimble (4,375 comments) says:

    There may be a million reasons not to fly with Jetstar. This isnt one of them.

    Restrictions on flying for heavily pregnant women are well known to pregnant women.

    No sympathy. She should have known better.

    Would a guy having his pocketknife confiscated on the return leg of an international flight make the news?

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  17. davidp (3,540 comments) says:

    I myself own a shop. I don’t like having pregnant women in the shop just in case they give birth while looking at the products I have for sale. I make this quite clear in the Entry Terms And Conditions that are printed in small text and taped to the shop window next to the door. But you’d be surprised at the number of pregnant women who just waltz in to the shop without reading the policy. Often they argue when I try and remove them and they don’t respond to shouting. Sometimes it takes quite a push to get them out the door. So I agreewith Jetstar and East Wellington Superhero… pregnant women should read the policy and shouldn’t complain when you’re pushing them out on to the street.

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  18. RRM (9,427 comments) says:

    Shame on her for not reading all 17 pages of the small print every time she books a domestic flight online, like the rest of us always do eh?

    Fuck’s sake, a 35th-week pregnancy is not going to advance very far during a 60-minute flight.
    It sounds like customers are regarded as a hindrance to the efficient running of that airline…

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  19. Chris2 (754 comments) says:

    Years ago all this health and safety nonsense never existed, people were expected to manage their own risks themselves. And if shit happened, on their own head be it.

    Last week on the Australian TV news there was a story about how several schools in NSW have forbidden children from doing cart-wheels, or walking upside-down on their hands. Detention awaits those caught doing what kids do.

    Shoot me down in flames here, but all this politically correct health and safety crap never existed before women moved in and took over the Personnel departments in companies (in fact they renamed their department too, it’s now Human Resources – which suggested there must be a non-human resources department somewhere).

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  20. seanmaitland (455 comments) says:

    @Chris2 – I think you can attribute it smack and bang to how pathetic society has become – no-one takes responsibility for their actions anymore – they always want someone else to blame for their failures.

    You can guarantee that if JetStar had let this woman on the flight and something had happened mid-air that the air-staff could not handle, she would also be whinging to the press and preparing law-suits against Jetstar.

    This kind of woman/person makes me sick – she is a repulsive, slimy little whiner who refuses to have a bit of personal responsibility. She exactly the opposite of how I want my children to turn out.

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  21. seanmaitland (455 comments) says:

    @RRM – do you know the effect of air-pressure changes on heavily pregnant women? Do you know what happens when there is a rough landing and a pregnant passenger is slammed upwards into her seat belt or towards the seat in front of her several times?

    You should probably go and prepare yourself a hot cup of STFU…..

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  22. graham (2,214 comments) says:

    Shame on her for not reading all 17 pages of the small print every time she books a domestic flight online, like the rest of us always do eh?

    Fine, if you don’t want to read the small print (last time I flew with Jetstar it was more like six pages, from memory) then don’t. But if they turn around and kick you off for breaching one of their conditions of passage, don’t turn around and say “You can’t kick me off! I didn’t know about it because I’m too damn lazy to read, so it’s not my fault.”

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  23. RRM (9,427 comments) says:

    You should probably go and prepare yourself a hot cup of STFU…..

    The unborn baby is in the woman’s – ABDOMEN.
    A properly-adjusted lap belt goes over your – LEGS.

    You are obviously new around here Sean… hopefully in time you will come to appreciate that carrying on like a big-mouthed, obnoxious knob jockey isn’t compulsory (although depending on who you are talking to it can help…)

    she is a repulsive, slimy little whiner

    Such vitriol… Sounds like you need to go prepare yourself a nice cup of chill the fuck out… :-)

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  24. Viking2 (11,125 comments) says:

    Of course you should realise that today is the anniversary of women’s suffrage sometime in the past. Things have gone downhill from that day. :lol:

    However, generally speaking being pregnant and giving birth has been around for more than the few years that stupid kangaroos have been flying. Had the flight been of long duration then maybe the stoopid kangaroo needs a policy but 1 hour? FFS We fly them in from all sorts of places for longer times than that. I thought that air bunnies were trained for these things or is that just an urban myth like so much to do with hosties?

    Probably its more in the nature of a female to female thing. As I employ females I know about shit like that. Time of the month, boyfreind issues,heard and seen it all. Can’t stand it.

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  25. ross69 (3,652 comments) says:

    > a 35th-week pregnancy is not going to advance very far during a 60-minute flight.

    But getting into the brace position might not be so easy…

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  26. nasska (10,612 comments) says:

    Bloody women are always moaning about some thing or the other…..how hard would it be to just hold on until the plane lands. :)

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  27. East Wellington Superhero (1,151 comments) says:

    @ RRM

    “Shame on her for not reading all 17 pages of the small print”

    Actually, typing the word “pregnant” into the search bar gives you an answer in three seconds. Most sensible mothers and fathers to be would check.

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  28. East Wellington Superhero (1,151 comments) says:

    With regard to “they’re only 60min flights”.

    Stop. Engage your fucking brains. Flights can be delayed on the tarmac. Flights can be diverted. Flights can be extended due to mechanical issues.

    Also, airplanes crash-land sometimes. Having a less agile/more dependent passanger can pose a legitimate safety risk for the individual and others. Imagine a heavily pregnant women standing on the wing of the jet that ditched into the Hudson River in New York.

    Regarding pregnancy and short-haul flights, did any of you knuckle-heads bothered to read my 9:10am post were I provided direct quotes and links to both Air NZ’s and Jetstar’s IDENTICAL policies for 28 weeks and over requiring a medical certificate?

    Nah, let’s just blame a big company.

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  29. ross69 (3,652 comments) says:

    > Bloody women are always moaning about some thing or the other…

    I feel for the woman’s hubby, fending for himself, getting his own meals, doing his own washing, and cleaning the toilet. His wife doesn’t seem to be taking their marriage very seriously.

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  30. ross69 (3,652 comments) says:

    > Imagine a heavily pregnant women standing on the wing of the jet

    That would be a sight!

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  31. Elaycee (4,297 comments) says:

    EWS:

    Jetstar is poised to make a big announcement today.
    As I’ve said on previous Jetstar posts/PR hatchet jobs, I don’t work for Jetstar or have an business with them.

    For someone who suggests they don’t work for Jetstar or have a business with them, its odd that they know of a pending announcement today… and then follow up with no fewer than 6 comments defending Jetstar and trying to beat up another airline not even mentioned in the original story.

    Just saying….

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  32. RRM (9,427 comments) says:

    did any of you knuckle-heads bothered to read my 9:10am post

    :lol:

    Release your ANGER, young Skywalker…

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  33. MH (624 comments) says:

    There’s the small matter of Jet Star not being reimbursed if an extra passenger suddenly appears on the plane,that’s more than a breach. Probably a surrogate ANZ hostess. Also she probably deliberately booked the ticket 7 months ago.

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  34. East Wellington Superhero (1,151 comments) says:

    @ Elaycee

    I wasn’t “suggesting” that I don’t work for (or have business with) Jetstar, I was telling you that I don’t.

    As you’ll note if you go back and look at many of the other anti-Jetstar posts DPF does you’ll note that this topic always winds me up because a) the aggrieved passangers are usually idiots with a sense of entitlement (for their $69 ticket), b) the “reporters” are often recipients of free air-travel & perks and are therefore effectively PR agents, not reporters, and c) Air NZ will fuck us over with its prices if Jetstart leaves.

    With regarding to knowing Jetstar was making an announcement today. As you may know, stories leak. Sometimes intentional and sometimes just by the fact that people gossip.

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  35. mickrodge (27 comments) says:

    Jetstar shits me no end particularly because they don’t offer POLi payment with Westpac (Small Australian Bank you may have heard of) forcing me to pay $20 credit card fees on $160 fares but…

    In this instance the woman should have done her homework given her situation and, as much as it pains me to admit it we would be right royally fucked without Jetstar in the market. Given a monopoly position Air New Zealand would hike prices faster than any Italian retreat in history.

    Anyone who thinks otherwise is delusional.

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  36. mmmm (13 comments) says:

    Jetstar is average at customer service but you pay for what you get really and they provide much needed competition to Air NZ. On the other hand, this story is a complete beatup. Speaking as someone currently pregnant this woman is a moron. The dangers of flying in later stages of your pregnancy are well documented, your midwife warns you about them, they are mentioned in the hundreds of little pamphlets you get from the doctor/midwife your pregnancy is confirmed and at subsequent appointments that you have. At this stage in her pregnancy she will be having appointments every 1-2 weeks and she never thought to mention to her midwife she was taking a trip or thought to check the policy? Idiot. I’m not claiming I read every policy every time I book but if I didn’t then got denied a flight then my bad, my fault.
    Most babies arrive between 38 – 42 weeks, she could of encountered difficulties and then Jetstar would be dealing with the issue of any of those complications. If there had been a aircraft accident then she would of been putting other people in danger as well as herself and her unborn child. Already moving on to the list of MILS…

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  37. davidp (3,540 comments) says:

    EWSH>Having a less agile/more dependent passanger can pose a legitimate safety risk for the individual and others. Imagine a heavily pregnant women standing on the wing of the jet that ditched into the Hudson River in New York.

    The same applies to old people. My mum is on the wrong side of 80 and I hate to think what would happen to her in an air crash. She also isn’t equipped for a mad scramble to the emergency exits, or for floating in the sea for several hours while she blows on the little whistle they give you. I’ve tried telling the airlines that she is a menace to both herself and other passengers, but they inisist on carrying her anyway.

    Imagine my mum standing on the wing of the jet that ditched into the Hudson River in New York. She probably wouldn’t even hear the order to evacuate the aircraft!

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  38. niggly (799 comments) says:

    LOL x2 dp!

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  39. Tauhei Notts (1,602 comments) says:

    Jetstar is a cut price airline.
    Jetstar’s service is crap.
    Air New Zealand’s fares are too expensive for me.
    Air New Zealand’s service is amongst the best in the world.
    But I fly Jetstar expecting crap service. And I usually get what I expect.
    But Jetstar is a cut price airline and anybody using them must expect crap service and keep their whinging to themselves.
    Now, if Air New Zealand, with their inflated fares, provides crap service then there is a place for whinging.

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  40. RRM (9,427 comments) says:

    I priced up using Jetstar vs Air New Zealand once. JS would have saved me about $4 from memory.

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  41. MH (624 comments) says:

    Can we at least come up with a good name for the baby? Jettison for a boy….and for a girl?

    $4 ? I never keep money esp loose change in my memory. The sound as it rolls about…

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  42. seanmaitland (455 comments) says:

    @Tauhei Notts: “Air New Zealand’s service is amongst the best in the world.”

    Lol, that sounds like its come from the mouth from someone who barely ever flies. Air NZ are notorious for their absolute shit treatment of passengers, particularly on long haul flights.

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  43. Elaycee (4,297 comments) says:

    sean maitland:

    Lol, that sounds like its come from the mouth from someone who barely ever flies. Air NZ are notorious for their absolute shit treatment of passengers, particularly on long haul flights.

    Bollocks. I fly long haul regularly on Emirates, Singapore or Air NZ and I have no issues flying Air NZ. I suppose it depends on what you expect from the airline – but as the point of the exercise is to get from point ‘A’ to point ‘B’ with a minimum of fuss, then Air NZ is fine (as is Emirates and Singapore). I find it ironic that someone bleats about Air NZ service when the very same airline regularly wins international service awards voted by…. frequent flyer passengers!

    Go figure…

    Maybe its a case of personal expectations in terms of airline service on long haul flights, but as most Air NZ long haul flights leave here (AKL) at night, the service consists of getting passengers on board, serving a meal / drink before everyone settles down for a kip. Even the day trip to Japan is OK – just be prepared to do some work or to read en route. Or watch a movie – whatever spins your wheels.

    But if you’re happy with ‘maintenance issues’ / delayed flights / cancelled flights / passengers being bumped off / lost luggage etc, then feel free to keep supporting Jetstar.

    UPDATE: Jetstar is at it again!
    http://www.stuff.co.nz/travel/7703990/Jetstar-dumps-another-mum-to-be

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