November 8th, 2025Just sayin’…

So Kyle and I fly Jetstar now and again. It’s pretty much to do with price point. And we’ve always found the service fine. Until now.
I tend to notice stuff. People watching and all that. Maybe because I am a journalist or maybe that was why I became a journalist.
Anyway, I was at Melbourne Airport recently and watched a young woman run up to a Jetstar gate only to be told she was too late. The plane was still there, the steps were still there. But they have their rules. I get that.
However, when the young woman dropped to the floor pleading, crying to be let on the plane, the Jetstar employee just ignored her. Then three other women came over and I thought ‘any moment now compassion will kick in’. They will either let her on the plane, or walk with her to the service counter. Neither.
The woman continued to cry, uncontrollably, rocking on the ground, her things around her on the floor, as the Jetstar staff hugged, had a few jokes and then wandered off as the plane reversed out.
I was stunned. I went over and guided her to a seat and sat next to her. She said ‘they are so mean’ and I agreed. But I said the plane had gone and we needed to be proactive and find another flight as soon as possible.
The woman continued to cry and said ‘I’m done – I can’t do life anymore’. She was just 26, a mother of three young children, one just 10 months old and I could tell life was not working out for her.
Finally she called her ‘big brother’ and Kyle told him there was another flight a couple of hours later and she was booked on – for $500. After half an hour we had to leave for our flight but bought her some water, chocolate and found another passenger who was happy to sit with her. I gave her a hug and she thanked me. But she was still crying.
Bloody hell. Where is the compassion? What is the point of all the RUOK? campaigns if this is how we treat fellow people. Shame on you Jetstar staff. Poorly done.
I should have left it but a day later I went online to Jetstar’s complaints department. All done online now. Just type in your details and you get someone to speak to. Well, type with. This is how it went, a truncated version.
“Hi! Priscilla here. Good day Donna, Welcome to Jetstar it’s my pleasure helping you today. I can surely try and assist you with your concern.
Me: OK.
Priscilla: My deeply apology Donna. We’re going to pass your comments onto our management team, so hopefully it doesn’t happen again! We can see why that would be frustrating. It’s definitely not the sort of experience we want you to have with us. How would you like me to proceed?
Me: I would like to talk to someone about this and perhaps get the woman some sort of compensation for the staff inaction. It was terrible to watch. Other customers were very upset as well.
Priscilla: Sorry to hear that. I ma willing to check here. Can you provide the booking reference number? Name of passenger? Email used on the booking?
Me: Her name was Jane (not her real name) and she will be easy to find because she was the one passenger who did not board that flight. She bought another ticket for the 2.20pm plane yesterday from Melbourne to Adelaide, so easy to find. She was originally on flight from Melbourne to Adelaide at 12.40pm yesterday from Gate 43.
Priscilla: Can you provide the booking reference number?
Me: No. I was there consoling her because I was worried about her mental health. Mental health of your passengers should be a priority.
Priscilla: I’ll just need another minute or two. Thanks for sitting tight. Can you provide the full name of rhe passenger?
Me: No. But I am sure you can look at the flight list and find her. Jane. The passenger who was not able to board. And then got the 2.20pm flight. Can’t be many passengers who book twice from the same city within hours.
Priscilla: I’ll just need another minute or two. Thanks for sitting tight. My apology Donna we need the full name of the passenger?
Me: I don’t have it but you do – on your flight list.
Priscilla: I can not find the booking yet here can you send email used on the booking?
Me: No I don’t have it. I only consoled the woman, I do not know her. I am sure you can find her. If not please put me in touch with your Customer Care Team and I can talk to them.
Priscilla: Can you confrim how are you related with the passenger?
Me: I consoled her because she was on the floor crying/sobbing. Are you real or AI? I guess you are real because of your typos.
Priscilla: I have a case number. Is there anything else I can help you with today?”
FFS. I only hope Jane got home and is OK. Just sayin’…