Jetstar JQ 29/30 MEL-BKK-MEL 21/1 Diversion/Delay
JQ 29 returned to MEL due to some unspecified technical issue ( departed approx 1440, returned to MEL at 1708). Consequently rescheduled for 1930 departure ( same or different plane is unknown) and arrival at BKK at around 0200 local time. Eventual actual departure ex BKK was 0352 local , ie 6.5 hour delay and actual arrival in MEL at 1600 local ( 5.5 hour delay)
The arrangements covering the delay ex BKK were beyond shambolic ( no surprise there, given JQ’s track record). An email and SMS were sent at close to 1400 BKK time ( ie hours after it was known that the inbound plane was returning to MEL ( and in fact had landed at MEL). By that time many passengers had checked out of accommodation, and probably had limited access to email.
The note from Jetstar advised new departure time of 0210 ( and that checkin would close at 0110). Needless to say, checkin barely opened at 0100, and prior to that there were many confused, dazed-looking passengers trying to find the JQ desk in row D ( it goes without saying, no one from Jetstar in attendance, no signage indicated the further delay). Some of the passengers, including elderly or with children, had been airside at BKK for 7 hours , with limited seating, F&B ( particularly for those with little familiarity with the airport, and in any case difficult with luggage)
The checkin queues took well over an hour to clear, and with a further delay in immigration, many of the passengers were unable to use the ( pathetically inadequate) 300 Baht food drink voucher.
No one complains about delays for technical issues ( or weather or medical emergency). However, I strongly resent it when the spinmeisters try to explain away the experience, couching it in terms of “this was for your safety” as if that somehow justifies the utterly incompetent management of the delay from a customer perspective.
I felt sorry for those passengers for whom this might have been their first experience of the Jetstar ‘magic’, and particularly for those who are inexperienced travelers and found the experience distressing.