OK so I got back from Thailand on Saturday, having had a wonderful 7 nights there.
Jetstar was awesome, very happy with their service and meals, the seats, leg room, etc.
QANTAS on the other hand...grrrrrr!!!!
I had booked a Jetstar flight from Brisbane to Phuket, which included a return flight from Brisbane to Sydney flying with QANTAS. When I arrived at Brisbane Domestic Airport on Friday 24 December, I initially went to the Jetstar desk who informed me that I was flying to Sydney with QANTAS. I proceeded to the QANTAS desk, where I was informed that I was actually flying with Jetstar. Due to the confusion, I headed over to the Ticketing Desk. No one there knew what was going on with the new Jetstar/QANTAS codesharing flights, however I was helped by a very friendly and helpful gentleman. He had to try phoning a few different staff members before I was able to given a definite answer on the check in procedure and whether or not by baggage would go straight through to Phuket. Lucky I arrived at the airport in plenty of time, and was able to check in just in time. However, I met a lady in Phuket during my trip who was not so lucky, and actually missed the flight, and therefore her connecting flight to Phuket, and was forced to fly over a few days later.
I had thought the whole situation was unprofessional enough, until I returned from Sydney on Saturday 2 December, after flying back from Phuket. I had been informed by Jetstar and several other airport staff that I would need to go straight to the QANTAS Domestic Transfer Service upon collecting my luggage and going through Customs. However, when I got there, the lady who served me (possibly of Mediterranean descent) insisted that my itinerary was incorrect, and that instead of flying with QANTAS I was actually flying with Jetstar. After explaining to her what happened in Brisbane, she remained adamant that I was to catch the bus to T2 and fly with Jetstar. There were about 8 other people who were there when I was, that received the same incorrect information about the connecting flight.
So I hopped on the bus (which cost $5, as opposed to the free QANTAS domestic transfer service) to the T2 terminal, as instructed. When I arrived and looked at the flight boards, I couldn’t see the Jetstar flight from Sydney to Brisbane (which I’ve learnt since is because Jetstar doesn’t actually fly that route!). I asked at the Help Desk and they told me that I was actually flying with QANTAS, and that my itinerary was correct and I did need to go to the T3 terminal. By this stage, you can hopefully imagine how I was feeling, after a 10 hour night flight, alone, and carrying heavy luggage – very frustrated! So I picked up my bags and walked through the carpark to T3, stopping for several breaks on the way, and feeling very puffed by the end.
I went to the Bag Drop counter, where the lady working looked at my itinerary, and…you guessed it…says “This is actually a Jetstar flight”. This was the final straw, and I explained to her what happened and asked if QANTAS trains their staff in new procedures, to which she replied “What new procedures?”, and acted very rudely, not offering any kind of apology or sympathy for the trouble I had to go through.
Overall, I was shocked that such a well-respected company like QANTAS would not at least notify its staff of the flight codesharing arrangements with Jetstar, and the process for connecting flights. I realise that it is a new arrangement, but I’d expect the staff to have a general idea of what the processes were, and be a bit slow at it, not give out wrong directions or be completely unaware that they were in place.
I hope that this situation can be rectified soon, so that others do not have to go through the same frustrating experience, which ended the holiday on a rather sour note.
So you've been warned! :) Ignore what the QANTAS staff say...