Jetstar Stuffs up and Pays up

[Mike W]

What's with these 330s? Is it me or are they just plain unreliable? It seems there's mechanical issues with them regularly. maybe there is a high awareness of the Jetstar... er, I mean QF Group (I get mixed up which organisation is the parent these days :p) lately around maintanence, hence all the press?

http://blogs.crikey.com.au/planetalking/2010/01/27/jetstar-stuffs-up-and-pays-up/

Jetstar is applying lots of cash to a jet load of angry passengers, and no doubt to the future risk of tougher consumer laws being applied to air travel, after one of its Airbus A330-200s suffered two mechanical problems a night apart in Thailand.

The 290 passengers who were due to fly out of Phuket to Sydney on Monday night for a Tuesday morning arrival will now not arrive on a ‘recovery’ flight until tomorrow (Thursday morning).

The delays were caused by two ‘unrelated’ mechanical failures in an Airbus A330-200. A fault in a de-icing system, followed by a fault in a nose-wheel steering mechanism each required a replacement part that could not be flown in and promptly installed.

(Major ar*se kicking is about to occur in relation to the inventory and supply line arrangements in Jetstar maintenance.)
Continues

[NickN]

There is also todays story of the lady in NZ with the twin 18-month old babies who booked via telephone and was told the two could travel with her. When she turned up to check-in they denied her boarding.

There is definately inconsistencies which seem to occur from time to time with JQ and their telephone staff.

I can't comment on the other airlines however it does seem to be JQ (and also Tiger) who seem to share the spotlight most.

[Andrew P]

I’ve been in Phuket for the last few days, now at HK on way back to SYD.

Say the JQ A330 arrive on time on Monday from a friends garden, no photo as dark

Read on line of the delay, and when we arrived at HKT airport yesterday arvo, say one JetStar A330 parked in long term parking.

The other JQ A330 arrived about 30 minutes later, a ferry flight, and within 30 minutes of arrival all delayed passengers were on-board for departure, once refuelled of it went.

Saw all from the departures lounge.

As my wife said, hoped our Dragonair A320 went u/s, as another 2 days in paradise at an airlines expense would be fantastic.

The delayed passenger’s looked pretty happy lot

Banjo

[Nigel C]

What's with these 330s? Is it me or are they just plain unreliable?

Nothing. I think it's just you.

I see many A330's reliably come and go at work, and there rarely delays that cause overnighters.

[NickN]

Mike, apart from this unfortunate instance what other A330 specific delays would you use as reference?

I personally haven't heard of a type which is 100% fault free and hasn't experienced some sort of delay resulting in pax being offloaded and accommodated overnight or even longer.

As you referenced in your own post, it seems to be a supply line/maintenance issue for JQ rather than a type specific reliability issue.

From memory (in very recent history) United have had issues with 744's, Delta with their 77L, Etihad with the A346, QF with the A380.... the list goes on, all of which resulted in pax being deplaned and accommodated all night.

I suppose all those are just plain unreliable types too?

[Nadia B-J]

Good perspective Nick :p

Even though I am biased towards Boeing, you make a very good point.
Aircraft go mechanical often, it's just a part of life!

Cheers.

[Jon B]

I have had my fair share of delays due to technical faults, but i would rather a delay of a few hours /days to the alternate of the fault becoming a problem en route - i prefer to fly than swim! Pax should stop whingeing about delays and consider the important reasons for the delays.

[D Chan]

From memory (in very recent history) United have had issues with 744's, Delta with their 77L, Etihad with the A346, QF with the A380.... the list goes on, all of which resulted in pax being deplaned and accommodated all night.

I suppose all those are just plain unreliable types too?

Well I can speak for United and that is they were pretty unreliable when I was working at the airport - there was a period of 2 weeks when things got pretty bad and staff were praying that flights would go out so they don't have to deal with angry pax (well I was)!

[Jack B]

which A330 is the affected aircraft?

[lloyd fox]

Regardless of all the reasons or excuses given, the pax arrived 2 days late.That is far too long a delay.A number of them were interviewed by the media and i heard 2 different parties say they will never fly Jetstar again even though they were compensated by the airline.

[NickN]

Lloyd, perhaps you are right. What would have been your course of action to get those passengers home earlier than Jetstar did?

[Adam P.]

they will never fly Jetstar again even though they were compensated by the airline.


Some people are never satisfied.

[Steve Jones]

What course of action should have been taken?!

There are plenty of one-stop options from Phuket to Australia (via BKK, SIN, KUL etc etc), and I have no doubt with the number of flights available that seats could have been found for all pax within 24hrs, even during a busy period.

I would also suggest that once the flight cost is refunded, $600? vouchers are issued and meals and accommodation are paid, the cost to JQ would be similar to putting them on alternative (full-service) airlines. Plus you would have happy (at least happier) pax.

Just another thought. JQ have recently announced this big partnership with Air Asia. In such cases, they could perhaps put something in place to use Air Asia capacity (via KUL obviously) to get at least some of the pax home - might not have worked in this particular occasion, but certainly something worth considering.

Overall, in this respect, JQ are inconsistent. A couple of years back my SYD-CHC flight with JQ was cancelled. When we arrived to check-in, we were directed straight to the Air NZ counter and arrived in CHC on the NZ flight just an hour later than we would have had the JQ flight operated. The exit row seat and in-flight catering were an added bonus! In this case, one quickly forgets about the JQ cancellation and enjoys the holiday (if anything, it makes you praise Jetstar for their efficient action!).

[NickN]

JQ aren't lucky enough to have Air NZ backup in Thailand to ferry pax back to Oz.

For whatever reason they chose to do what they did for a reason and the pax were accommodated and given credits and refunds.

Better than getting told to "shove it".

[Mike W]

Nigel C Nothing. I think it's just you.

Yeah, I guess it's just me that the QF 330 scared the hell out of (and injured some) pax ducking and diving near Perth. Just me that another JQ leaving people stranded on a Honolulu flight recently (maybe a few months ago) and it's just me that when I was at the Airport (YSSY) a month or two back, a JQ 330 was delayed to a Tech problem, then with it did eventually taxy out to RWY34L and lined up, it then had to be towed back to the gate from there forcing a China Southern 330 to go around.

And this is just from memory without doing a search.

Maybe it is the media's fault then?

[Sarah C]

Thai was the other most logical option but apparently they were sold out.

There is always ways to get out of somewhere, even if it takes 2 to 3 stops. Any desperate passengers would have done their research to see if there were any options. JQ would not pay to put them on another full service carrier.

JQ went far and away beyond what their obligations are in this case.

[NickN]

Yeah, I guess it's just me that the QF 330 scared the hell out of (and injured some) pax ducking and diving near Perth. Just me that another JQ leaving people stranded on a Honolulu flight recently

Mike, it's not only JQ who have those issues, other major carriers also have experienced in-flight issues as well as pax delays. AND a whole host of carriers using different equipment.

If you want to draw on evidence such as what you have above then you better include about 50 other airlines who have to cancel flights due to tech issues, have to accommodate passengers overnight, who's aircraft experience a "bumpy" ride in-flight.

Would you prefer a bumpy A330 or a 777-come-glider?

[Nigel C]

Yeah, I guess it's just me that the QF 330 scared the hell out of (and injured some) pax ducking and diving near Perth. Just me that another JQ leaving people stranded on a Honolulu flight recently (maybe a few months ago) and it's just me that when I was at the Airport (YSSY) a month or two back, a JQ 330 was delayed to a Tech problem, then with it did eventually taxy out to RWY34L and lined up, it then had to be towed back to the gate from there forcing a China Southern 330 to go around.

And this is just from memory without doing a search.

Mike, it's a shame you don't get to see, or hear about, or comment on, the B737's that get occasional flap problems, the Q400's that have the occasional engine overspeed issues and have to shut one down, the B767 with the odd hydraulic issue, the E170's with the tyre deflation problems etc, etc, etc. You may have a slightly better balanced view otherwise

Most issues don't even make the media, but when one airline or aircraft type becomes the flavour of the month, then that's all you'll hear about. Unfortunately the A330 fits the bill this month.

[Adrian B]

FYI a Wednesday JQ flight (dept 1030am ish I think) from Syd to Mel went tech the night before, and my SIL was moved to a Qantas flight. No reason given, but the SMS service seemed to make a difference. No issue,s all organised and I belive everyone got to Melbourne the same day. Credit where it is due.

[NickN]

Adrian, it's extremely common for JQ to put pax on QF in the event of a service being canceled. Domestic ops are much easier for them to rectify considering they are part of the Qantas Group.

[Mike W]

[FONT="Arial"]Mike - you're only aware because it has been reported in the media.

You're absolutely right Andrew. That's why I am aware of it. (Apart from seeing a couple with my own eyes as well) and to be fair, I was stuck on the tarmac in AKL in a B767 last February for 3 hours or so while they changed some fuel valve or similar, but it didn't make the media. (I think I mentioned it on the Board at the time)

Why then, are the media seemingly picking on the 330 and in particular JQ?

[NickN]

Mike, a very small amount of thought would have made this quite obvious.

Your 763 was stuck on the tarmac for 3 hours.

The A330 was stuck for 2 days!

There are plenty of 3 hour delays in both SYD and AKL just about every day, nothing new.

[Mike W]

Mike, a very small amount of thought would have made this quite obvious.

Your 763 was stuck on the tarmac for 3 hours.

The A330 was stuck for 2 days!

There are plenty of 3 hour delays in both SYD and AKL just about every day, nothing new.

Mate, I cut you some slack to show I had an open mind and you react with this derogatory comment?

Of course it goes much deeper than one 767 in Auckland and one 330 in Bangkok or wherever. Face it, the 330 is slapped together in a hurry and doesn't it show! The reason the media is all over them is because of just that. Couple that with JQ's cut-corner maintainence (actually insert whatever for the word maintainence and the same result i.e. service) and the picture becomes more clear.

I'm a silver FF with QF but I seriously will not use my points on a flight (Gold Coast for example) if JQ is the carrier, as is the case for my family and myself this April. It's DJ all the way out of my sky rocket.

[NickN]

Face it, the 330 is slapped together in a hurry and doesn't it show!

Couple that with JQ's cut-corner maintainence

You have a background with Airbus and their construction line I assume in order to comment about the time it takes to assemble an A330? And a job at JQ in the maintenance department too?

Did you get your information on the alleged lack of JQ maintenance from someone who works there? Or your information about the "slap-hazard" A330 construction from an Airbus source?

From being a regular spotter at Sydney my eyes tell me there is a huge amount of A330 movements each and every day both -200's and -300's all of which seem to have no assembly issues and which rarely seem to experience delays due to the supposed "swift" construction method you speak of.

You might also want to consider that perhaps airbus have refined their assembly process to increase the speed and efficiency with which they can have an airframe ready for service and that the speed of construction is really not tied in any way to the quality of the aircraft.

Can you produce figures contrasting Boeing construction times to those at Airbus?

[Matt N.]

Face it, the 330 is slapped together in a hurry and doesn't it show! The reason the media is all over them is because of just that. Couple that with JQ's cut-corner maintainence (actually insert whatever for the word maintainence and the same result i.e. service) and the picture becomes more clear.

So you are both an Airbus AND Jetstar hater?

This JQ 330 'discussion' isn't going anywhere productive.. :rolleyes: