Jetstar strikes again

October 9th, 2012 at 11:00 am by David Farrar

Elle Hunt at Stuff reports:

A woman says she was “absolutely humiliated” when a flight attendant demanded a “pregnancy” medical certificate to fly despite her not expecting a baby.

Kelsey Hughes, 21, of Rangiora, was queuing to board her flight to Christchurch after a weekend in Wellington for the World of WearableArt show.

The flight attendant scanned her ticket and she moved on towards the plane. “Then he stopped and came over to me, holding up the whole queue, and said: ‘Excuse me, ma’am, do you have a medical certificate to fly?’

“I said: ‘A medical certificate? No, why?’, and he said: ‘You need a medical certificate to fly with your pregnancy’.”

Mortified, Miss Hughes explained that she was not expecting. “He said: ‘Oh. Really? Oops. Sorry!’, then just turned around and walked away. He just brushed it off as though it was a simple mistake that anyone could make.”

Oh my God, unless you can actually see the baby kicking, or the mum is the size of a beach ball, you never ever assume.

How could anyone think she is 28 weeks pregnant?

I like that Jetstar provides competition to Air NZ, but they really need to impose a customer service focus on their entire operations and culture.

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47 Responses to “Jetstar strikes again”

  1. Joel Rowan (99 comments) says:

    Yeah, so one staff member was bloody stupid. But it really is fatiguing that we have to hear about every tiny complaint someone has about this airline. Every tiny bit of hurt feelings caused by Jetstar employees makes it to the news.

    It is a budget airline – If you want better service, pay more.

    [DPF: You can be a budget airline, yet get the basics of customer service right. It is about culture, not cost. The Warehouse is a budget store, but have good customer service generally.]

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  2. wreck1080 (3,999 comments) says:

    Never flown jetstar, will avoid at all costs.

    Just the stories of inflexibility and incompetence put me off them.

    But, they are aiming at the budget end of the market so get what you pay for.

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  3. Murray (8,803 comments) says:

    Yes its a budget airline, we expect gross stupidity and incompetant staff. Shit lets just give them a free pass entirely shall we Joel “Jetstar PR” Rowan.

    If their pilots are as crap as the rest of their staff then is it byo lifejackat?

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  4. IHStewart (388 comments) says:

    I have a post unfortunately a copy and past doesn’t seem to give live links from a unpublished draft but scheduled to go up later today on the same topic.

    ” Just me ?

    Kiwiblog 1
    Kiwiblog 2
    Kiwiblog 3
    Kiwiblog 4
    DPF has about 10 other Jetstar fuckups detailed at kiwiblog. ”

    “…provides competition…” ? Well in much the same manor as I might provide competition to Husain Bolt over 100 meters.

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  5. RRM (10,099 comments) says:

    So your brand new $7 shovel from the red shed snapped the first time you tried to plant your daffodil bulbs… what did you expect? You bought our “BUDGET” model shovel, they’re not really made for digging holes

    So your child’s new shoes fell apart in 24 hours… what did you expect? You bought our cheaper line of kids shoes, they’re not intended to for a child to actually wear them and run around playing as children do

    Not fit for purpose, you say? What the hell’s that? That sounds like crazy talk. Bloody gubermint regulations, trying to ruin everyone’s business… mutter mutter.

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  6. Elaycee (4,425 comments) says:

    This is just another episode in the tragi-comedy that is Jetstar.

    Absolutely no surprises from this frequent flyer. None at all. And that’s why I don’t fly with them. And never will.

    But if I ever ‘want’ my travel to become a lottery, I know I can choose Jetstar…. and then take my chances that the flight exists (and hasn’t been cancelled due to ‘mechanical issues’) / I’ll not find someone else with the same seat allocation / the plane departs on time / there is an in-flight service after all / I’ll arrive at the destination on time / and my luggage will appear on the carousel.

    I’d have better odds with Lotto. The bonus, of course, is that the Lotto machine is not prone to regular, verbal gaffes.

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  7. RRM (10,099 comments) says:

    And yeah, she looks soooooo pregnant, it’s perfectly understandable how Captain Jetstar could have made that mistake… wtf?

    I priced up using Jetstar for a family holiday to the Sth Island last year. Jetstar would have saved me a cool four dollars or something. So I thought about that $4, and I thought about all the horror stories I’d read on here, and I booked Air New Zealand.

    Didn’t really regret it, although to make up that lost $4 I had to go without a second coffee while we were waiting by the wharf in Queenstown for our boat ride.. :lol:

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  8. peterwn (3,333 comments) says:

    They look tame compared with Ryanair. Ryanair expects you to print out your own boarding passes before going to the airport. If you do not they charge 20 quid per person to print them. Never mind if you made bookings in circumstances where you do not have access to a printer.

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  9. Longknives (4,953 comments) says:

    The media have sure got it in for Jetstar…
    Similarly I found it amusing that TV1 was hammering away about what a ‘fake’ Usain Bolt is for promoting sugary drink Gatorade.
    No mention from any of the ‘outraged’ experts or moronic host that New Zealand’s precious, beloved All Blacks shamelessly promote Powerade (which is essentially the same thing)..

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  10. Longknives (4,953 comments) says:

    Besides- Jetstar are positively first class compared to Aerolineas Argentinas (The ‘Fawlty Towers’ of Airlines).

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  11. Jimmy Smits (246 comments) says:

    Who gives a shit? All these people complain to the media as if they have rights – well guess what? YOU HAVE NO RIGHTS. And you’re still going to fly with Jetstar anyway because you’re cheap bastards. That’s what they’re there for, and no matter how many stories about Jetstar screwing up come out, you’ll still fucking fly with them because they’re God damn cheap. So shut the fuck up and take it up the ass and don’t complain about it you cheap bastards.

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  12. Brian Smaller (3,966 comments) says:

    This woman was embarrassed that a dozen people she never knew heard her being asked if she was pregnant but doesn’t mind 4 million people knowing? What a beat-up.

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  13. labrator (1,851 comments) says:

    You should never say anything to a woman that even remotely suggests that you think she’s pregnant unless you can see an actual baby emerging from her at that moment.

    – Dave Barry

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  14. greenjacket (486 comments) says:

    “Jetstar are positively first class compared to Aerolineas Argentinas (The ‘Fawlty Towers’ of Airlines).”
    No. ‘Fawlty Towers’ is much better organised. I flew from Buenos Aires to Auckland once using Aerolineas Argentinas – a 13 hour flight. The plane was full, and hadn’t been properly cleaned before we boarded. A few hours into the flight, the toilets broke down and ran out of toilet paper. The muppets forgot to stock the plane with enough water – all there was to drink was alcohol. The flight from Hell.

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  15. liarbors a joke (1,069 comments) says:

    yeah go away Jetstar..I much prefered the days of chc-akl return for 300 bucks on our shit arse national airline

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  16. Lance (2,713 comments) says:

    I used to not personally buy JetStar tickets but now I activly refuse to fly with them even if it’s work or something that have booked them.
    Incredible arrogance and incompetence. My wife had both her break-of-dawn and evening flights cancelled last weekend to/from Wellington. Only made it to a vital meeting because she could stump up $450 on the spot for Air NZ and the same coming back ($900) to avoid having to stay a hotel over night. Lots of people with kids were forced to stay the night at Wellington airport.
    The icing on the cake was their complete and utter arrogance and indifference at the difficulty the punters found themselves in.

    Yes I know they should have known better and my wife should have told her employer to stick the tickets, we know better now.

    I struggle to think of a worse company.

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  17. liarbors a joke (1,069 comments) says:

    “all there was to drink was alcohol.”

    What a punish !

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  18. Longknives (4,953 comments) says:

    greenjacket- I had a similar nightmare on that same Aerolineas route. The flight was delayed by 6 or7 hours then once aboard I was delighted to find my seat was covered in dried puke. After 13 hours with NO in-flight entertainment and NO refreshments (the flight attendants literally disappeared once we left Auckland- sleeping?) we arrived tired and cranky in South America only to find the lovely folk at Aerolineas had somehow lost our luggage.

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  19. Lance (2,713 comments) says:

    @lairbours a joke

    Air NZ are “shit-asre” compared to JetStar

    You are truly demented. The original competition to Air NZ was Ansett, and they were good but JetStar bring new depts of ineptitude and arrogance.

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  20. Manolo (14,167 comments) says:

    You should never ever fly Aerolineas Argentinas.
    There is only one reliable airline in that part of the world: LAN Chile, offering an excellent and punctual service out of Auckland.

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  21. Lance (2,713 comments) says:

    I can vouch for LAN Chile as well. Was very surprised how good they were especially after a crap Aerolineas Argentinas flight across the Tasman.

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  22. liarbors a joke (1,069 comments) says:

    Air NZ are rorters..just look at the regional routes , they suck and Id rather walk than fly in their shiity old clapped out 737’s.

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  23. TheContrarian (1,094 comments) says:

    “You should never ever fly Aerolineas Argentinas.”

    I flew with them from Argentina back to New Zealand and it was 17 hours of crap. Uncomfortable seats, they cut the booze off after I had only 3 drinks and still had a big roll down screen to playmovies on. Horrible.

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  24. Mark1 (92 comments) says:

    I wonder if she’s holding her tummy in for the photo? Either way she looks ok and I’d still tap that hur hur

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  25. liarbors a joke (1,069 comments) says:

    ” tap that hur hur ”

    wouldnt you rather just shag her ?

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  26. ross69 (3,652 comments) says:

    > What a beat-up.

    Of course it is…relentless stories about Jetstar and absolutely nothing about other airlines. Hmmmm. If someone has it in for Jetstar – and it’s apparent they do – they could try and be a little more subtle about it.

    [DPF: I have it in for bad customer service. I’ve also attacked Air NZ when they treat their customers badly]

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  27. ross69 (3,652 comments) says:

    > How could anyone think she is 28 weeks pregnant?

    A rather chauvinistic comment. Some women aren’t even aware they’re pregnant…until they give birth.

    [DPF: Don’t be stupid. I’m talking about staff judging off physical appearance. Unless you think they should ultrascan all female customers, they judge off appearance. And they should err on the side of trusting their customers]

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  28. ross69 (3,652 comments) says:

    http://www.thesun.co.uk/sol/homepage/woman/4555176/Women-who-give-birth-unaware-that-they-are-pregnant.html

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  29. Manolo (14,167 comments) says:

    A case of mistaken yummy mummy, maybe?

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  30. East Wellington Superhero (1,139 comments) says:

    @ RRM

    “I priced up using Jetstar for a family holiday to the Sth Island last year. Jetstar would have saved me a cool four dollars or something.”

    I hope you don’t have commerce degre. The reason the price difference is $4 is because Jetstar’s price forces NZ to be competitive.

    Do you really think Air NZ would be offering $49, $79, $99 dollar tickets to Queenstown ex-WGL ex-AKL if Jetstar wasn’t?

    With regard to the not-pregnant woman. Seems like a fuck up to me. But here’s a question, do we really believe Air NZ doesn’t make these mistakes? Or is it just because NZ media folk get free Air NZ tickets and Koru if they highlight Jetstar screw ups and hush hush Air NZ screw ups.

    As someone said above. This is DPF’s fourth negative Jestar piece in about as many weeks. pattern? Do he criticse other competing companies in such a manner? DOES DPF HAVE A COMPLIMENTARY KORU MEMBERSHIP OR RECEIVED COMPLIMENTARY FLIGHTS IN THE LAST YEAR? Perhaps not. Guess we just have to trust him.

    [DPF: You avoid demerits this time, but next time you’ll get a shitload. I detest people who attack my ethics and I bet you you never would to my face.

    Those with memories may recall that I was interviewed on TV news a few months ago attacking Air NZ for changes to their frequent flyer scheme.

    People would do a lot better if they didn’t assume I’m as unethical as they presumably are, and that when I attack a company it is because they piss me off, I think they are shit etc]

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  31. East Wellington Superhero (1,139 comments) says:

    Disclosure statement doesn’t say so, so guess he’s doesn’t. It’s a funny pattern though.

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  32. RRM (10,099 comments) says:

    I hope you don’t have commerce degre. The reason the price difference is $4 is because Jetstar’s price forces NZ to be competitive.

    You don’t fucken say……!! Is that REALLY the reason? :shock:

    Did you do the Vic summer school course on how to be a complete and utter knob jockey EWS? Or are you just naturally gifted in the shooting your big mouth off dept?

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  33. Zapper (1,048 comments) says:

    longknives even manages to get an anti-All Blacks comment into a Jetstar post! Impressive.

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  34. East Wellington Superhero (1,139 comments) says:

    @ RRM

    Vic? Hell no.

    Your comment was written in way that suggested JS and AirNZ are ‘about the same’. Apologies if I misread you.

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  35. Tauhei Notts (1,687 comments) says:

    When one books with Jetstar one is encouraged to take out insurance.
    All you whingers about Jetstar seem to be like Jetstar’s insurance salesmen.

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  36. Bevan (3,232 comments) says:

    So your brand new $7 shovel from the red shed snapped the first time you tried to plant your daffodil bulbs… what did you expect? You bought our “BUDGET” model shovel, they’re not really made for digging holes…

    So your child’s new shoes fell apart in 24 hours… what did you expect? You bought our cheaper line of kids shoes, they’re not intended to for a child to actually wear them and run around playing as children do…

    But but but, they still give good service!!!1!!1

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  37. Matthew Hooton (135 comments) says:

    This is actually good business practice by JetStar. As a budget airline in a competitive market, JetStar needs people to have no doubt their fares are by the cheapest. To do this, they must prove on a regular basis that, at an operational level, they really really hate their customers, far more than could be imagined at any other airline. Regular publicity such as this “pregnant” passenger and the nun or nurse stuck in Darwin are therefore essential to its image.

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  38. Matthew Hooton (135 comments) says:

    Further to post above, see http://m.smh.com.au/travel/travel-news/nurse-faced-paying-extra-fare-after-trying-to-save-passengers-life-20110225-1b8s3.html
    You see how well it works? They MUST be the cheapest.

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  39. BeaB (2,164 comments) says:

    The rudest cabin crew I have ever met. It must be deliberate.

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  40. BigFish (132 comments) says:

    Never give the lowest common denominator any power over those around them.
    She is clearly not pregnant, and should never be interrogated like that in any customer-service business.
    I fail to understand why you would pay tens or hundreds of millions of dollars leasing equipment and skimp on severely under-trained staff to the extent that they jeopardise your entire business. Pay a tiny bit more for some competent staff who do not make you all look like fools.

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  41. Longknives (4,953 comments) says:

    I’ll keep fighting the good fight Zapper! You keep that eyepatch on mate..

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  42. Dean Papa (784 comments) says:

    I was asked to undergo a pat down on exiting a Foodtown supermarket. When I asked why, the security officer indicated that it looked like I had something stuffed down the front of my shirt. Turns out it was my fat gut that was the culprit. I too was “absolutely humiliated”. On reflection, I realise I should have gone straight to the media, and there no doubt would have followed numerous articles and many photos of me posing for the camera dressed in my finest (gut held in of course!).

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  43. Zapper (1,048 comments) says:

    longknives, my views on the All Blacks are far closer to being factual than yours. In fact, to come to the conclusions you do, you have to dismiss what is right in front of your face :)

    They could win 50 in a row and you’d still try and say they’re not that good.

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  44. Left Right and Centre (3,007 comments) says:

    You’re going to get a few muppets working for places like Jetstar. What can you do?

    There’s heaps of really big fat women in NZ… how do they really know who’s up the duff or not? A woman could just say no I’m not pregnant. What are they going to do about it? You could just say you’re only 20 weeks pregnant.

    Would it really be that bad if a woman gave birth on a freakin plane? It’s highly unlikely to happen anyway… domestic trip? Less than an hour in the sky?

    What if you’ve got a medical certificate and the baby still wants out, huh? What are you gonna do? Show it the piece of paper?

    I’ll tell you what I want all the airlines to ditch- the luggage carousel. The one time I catch a plane and some lowlife takes my suitcase by ‘mistake’. And the Air NZ girlie said in ‘all her time’ it had only happened ‘once’. Lucky to get my damned suitcase back. Next time I’m putting polka dots all over my case and sprinting to the belt opening.

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  45. Longknives (4,953 comments) says:

    “you’d still try and say they’re not that good.”
    I never said they weren’t any good Zapper- Everyone knows the All Blacks are the most famous and successful team in World Rugby, and they are deserved winners of the Rugby Championship this season.

    What I said that so upset all the eyepatch wearing brigade was that the World Cup final ‘win’ last year was streaky (and rather dubious)….
    I stand by that assertion-

    Ironic that All Black fans have been howling and wailing constantly and endlessly about a refereeing shocker from 2007, yet you don’t hear a peep about Joubert’s shocker in the final last year…and just imagine the uproar if New Zealand’s star player got taken out by a Frenchman ‘accidentally’ stoving his face in. I’d bet Zapper that you would still be crying about that today…

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  46. Adele Keyshia (39 comments) says:

    Moral of the story: always avoid wearing horizontal stripes as a woman travelling on jetstar.

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  47. Zapper (1,048 comments) says:

    Having watched that game around 50 times, the decisions evened out. I may just have to give you a decision by decision rundown since clearly you’re the one with the eyepatch. We were lucky – lucky we got one of the few decent refs in the world. If you think that is comparable to 2007, you clearly don’t know rugby (I think you’ve already proven that).

    And if McCaw did that on purpose then he is even more brilliant than I already think he is – to pull that off while looking like he’s clearly got eyes for the ball is an amazing feat. It was as deliberate as the tackle that injured Cruden. An unfortunate accident.

    What wasn’t an accident was McCaw getting stomped on, headbutted and eye gouged in one ruck. He got up and led us home. Just made of tougher stuff than the French I guess.

    I’m not sure if you dislike the All Blacks or are attempting to not look biased, but whichever it is, your judgement on this match is clouded and incorrect, but of course you’re entitled to be wrong :) The best team in the world won and earned every possible trophy available to them, end of story.

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