Reported to Security - My Jetstar Experience
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- เผยแพร่เมื่อ 30 มิ.ย. 2024
- It started so well. Until suddenly it went down hill pretty quickly.
I was flying from Cairns to Adelaide with low-cost carrier Jetstar Airways which is part of the Qantas group. This Jetstar flight review covers my total Jetstar Experience including when things took a turn and I was Reported to Security.
It was all going so well - I was really impressed by Cairns Airport; from their friendly security staff through to the many shops and dining options and the huge Qantas Club Lounge with its great views of the apron and airport operations.
Then I headed to the gate and things went downhill quickly. Jetstar appears to randomly select flights where they weigh passenger's hand luggage - this was one of those flights. Luckily my hand luggage was under the weight limit however the Jetstar employee managing this process didn't take too kindly to me filming the process - even though I wasn't filming her or any passenger's faces.
Despite my attempting to explain why I make these review - to promote travel and help inform travelers - things escalated quickly. She reported me to management and I was stopped from boarding until I had been suitably berated by the manager and shown her my footage. For good measure she advised me she would be reporting me to Qantas Security.
I've always maintained that every employee helps shape a company's culture and contributes positively or negatively to its brand experience. My experience on this flight is the perfect example on how a couple of staff having a bad day can damage a brand. Ultimately though we all know the buck stops with senior management and hopefully this video sparks the conversations that are sorely needed at Jetstar's head office.
For an example how these videos can be a positive for an airline and boost staff pride and morale at the same time check out my recent Air France flight review. Here's the link: • Air France La Premiere...
Jetstar Flight JQ961
Flight Date: 13 Nov 2022
Flight Route: Cairns (CNS) to Adelaide (ADL)
#jetstar #jetstarreview #flightreview
00:00 Introduction
01:47 Qantas Club
03:03 To the Gate
03:31 Trouble Strikes!
04:25 Boarding with a Telling Off
06:00 Take Off
06:15 Inflight Experience
07:14 Outback Views
07:43 Approach into Adelaide
Hi All, thanks for all the views and comments on this one. Just a quick update. Jetstar did reach out to me yesterday. I got a phone call from a very nice guy in their customer liaison team. He acknowledged that things were not handled correctly at the airport and apologised for the treatment I received.
We had a really good chat which included my observations that airlines should be embracing vloggers and encouraging the fun of flying - especially at a leisure airline like Jetstar. A good example is the ban on taking selfies on the tarmac which appears to be strictly (and often rudely) enforced here in Australia but not elsewhere in the world.
We spoke about the 7kg weight limit on hand luggage which is obviously designed to generate extra revenue rather than a safety issue as the Qantas limit is 10kg. This makes Jetstar every unattractive for business travellers but most importantly it places their airport staff under great stress and open to abuse from unruly passengers. I cannot understand why management would willingly put their staff in such a situation. It is no wonder that staff weighing bags are jumpy!
We also spoke about the inconsistency of the bag weighing - even on this flight where the last person to board was a young lady with 3 bags, the largest of which was at least 10kg if not more.
It turns out the Jetstar manager, despite her threat, did not report me to security.
Jetstar, in addition to their apology, asked if there was anything else they could do in order to make it right and encourage me to fly Jetstar again. I politely declined as this was never about compensation. I simply asked that my comments be passed up to management and that all staff are correctly informed of the rules around filming.
Hopefully this will be taken on board and the culture at Jetstar improves - low-cost carriers have done an incredible job in making flying more affordable, creating amazing holiday memories and connecting families. Sadly though their tightness and the ruthlessness of management who willingly put their frontline staff in the firing line means that, at times, they kill the joy of travel.
As to the answer to the question - will I fly Jetstar again? Yes, when their schedules and my itineraries align I will fly them. Life’s too short to hold grudges.
Of course a cameo appearance by JQ management talking about the importance of safety, customer service and staff well-being on your next suitable vlog would be great. I won’t hold my breath because I know I’d be stone cold dead before this happened.
Glad you’re moving on and leaving it with the phone call. Happy trails Dennis!
If you weren't a vlogger I doubt that you would have gotten any correspondence from them at all. Jetstar is a part of Qantas - arguably the most putrid airline in the world when it comes to their attitude to customers. Just look at their CEO - it comes from the top. I would rather hitchhike with the Milat family than fly either airline.
You got an apology (I assume) because of who you are. If Joe or Mary Citizen was treated like you were, they would just have to suck it up. Thanks for your work, and providing me with another reason to avoid QANTAS/Jetstar if possible. It's such a shame, because QANTAS was once one of the world's great airlines.
@@emilylightfoot8994 perfectly said.
Your video was concise and to the point. Hopefully Jetstar management will retrain the person who was rude to you.
PS. Subscribed.
I had an experience with Latestar at Melbourne airport once, I was checking my wife in and couldn’t use the scanners coz she bought her ticket overseas and it didn’t have a bar code to scan, I waited in line patiently while they checked in another person. When they’d dealt with that person I continued waiting patiently for them to finish up their paperwork, at this stage the staff member leant over to his mate and overheard him say “watch this”. He called me over and I said I’d like to check in. He said no, he wouldn’t serve me I had to use the self check, I told him I couldn’t, there’s no bar code. He insisted he wouldn’t serve me and started to call the ppl standing behind me to serve them. I stood my ground, I wasn’t rude, didn’t swear, but it was wrong. I asked to speak to his manager, he said no. At this stage he threatened to call the Federal Police and have me arrested. Fair enough I said, I’m not flying anywhere, I’ll wait for them to arrive, I said. Eventually, realising I wasn’t t gonna be bullied he called his manager, who asked what was going on, I told him. The manager took my wife’s luggage and ticket to the self check in, needless to say he couldn’t check me in and had to process me manually. I got no apology or anything. Prior to that incident I’d flown at least 20 international flights with Jetstar. To this day I won’t fly with them or Qantas, I don’t care if I have to pay more. I will never fly with them again
Thank you for your time and work... I will take the advice and never use either of those or jetstar
What happened with qantus?
@@joe5300 it owns Jetstar
Yep, figured this out in the 90s - Qantas is not interested in timely customer service. Will always exhaust all other options before flying either Qantas or Jetstar. RIP Ansett Australia
@@momouppa ohh I don’t know that
As a flight attendant, I have seen a handful of my coworkers go completely crazy when they encounter a customer trying to film onboard the aircraft. The one thing those employees all have in common is the total awareness that if their boss saw a recording of how THEY were treating customers, they would be in deep trouble. When you’re doing nothing wrong, and treating people well, why would you have any issue with some recording you? Thanks for the great content Dennis, as always!
As a flight attendant you should understand why any luggage is being weighed from a safety perspective. Storage weight limits, storage door weight limits in case of turbulence, aircraft loading weight limits etc. And nobody really likes being filmed without their consent, regardless of behaviour. Especially women. PS they don't have a boss, they have a manager...
@@trn8061 ok
@@trn8061 is that you?? The airport worker from Cairns?
Consent not required in a public place!
@@gatecrasherkz7 Is that me? What do you think ?? Off course not, I don't even work in the industry.
With regards to filming, how would would you like it if someone came in and just starting filing you at work only post it on TH-cam? What if your wife came home and told you that someone started filming her at work to post it on social media? Regardless if it is just her feet, voice or any part of her body.
FYI this is From the Sydney Airport Website:
Filming and photography
With so much happening at our airport, we know it can be a great place for filming and photography.
If you'd like to conduct filming or photography at Sydney Airport, you'll need to seek approval to do so in advance of your visit. This will help us facilitate your request, while ensuring the safe and efficient operation of the airport.
If you'd like to make an application for filming at T1 International or T2 and T3 Domestic, fill out the form linked below and submit via email, or call us on blah blah... The following information may also be of interest to you:
Application process
Filming and photography application form
Terms and conditions
Requests will be assessed on a case-by-case basis and there will be times we'll need to decline filming and photography requests for operational reasons, so we ask that you plan ahead and contact us in advance.
Commercial filming and photography will not permitted during our peak time, from 1 December 2022 - 31 January 2023.
Sydney Airport reserves the right to refuse permission to any organisation or person or to issue a ban on any organisation or person to film or photograph at the airport based on previous abuse or misuse of filming or photography rights.
It is therefore important that these guidelines and in particular the Terms and Conditions are complied with.
Terms and conditions
Filming & Photography
Terms and conditions
The safe, secure and efficient movement of passengers, freight and aircraft at the airport
must not be interfered with in any way. The site used for filming or photography must be
kept clean, tidy and safe at all times. The location specified in the attached application must
not be used for any purpose other than the purpose for filming or photography specified in
the application.
During operating hours, group sizes must not exceed ten (10) people. This includes crew,
cast, extras, arriving or departing talent and assistants.
Sydney Airport may relocate, defer or cancel any approved filming or photography activity
when safety, security or operational considerations demand it. In those circumstances,
Sydney Airport will not be responsible for any loss to any person or organisation.
Persons or organisations wishing to film or photograph on the airside (past security
screening and customs) of the airport are subject to security access control requirements,
i.e. sighting of a drivers licence or passport, as well as a safety escort and supervision
(charges apply). In particular, all persons must be accompanied by an airport official with an
Airport Security Identification Card (ASIC) and a valid visitor pass must be obtained for each
person entering the airside.
If it is intended to drive airside, an Authority to Drive (ADA), applicable to airline operators
only, must be obtained and the rules set out in Sydney Airport’s Airside Vehicle Control
Handbook (AVCH) must be complied with.
Due to increased security at all airports around the world no vehicle is to be left unattended
in the vicinity of the airport, apart from the public carpark.
Persons or organisations accessing Sydney Airport do so at their own risk and release Sydney
Airport from liability for any loss or damage of any kind.
Prior to commencing filming or photography, persons/organisations must submit to Sydney
Airport a copy of:
1. A certificate of currency of public liability insurance for an insured sum of $20 million (as a
minimum) and noting Sydney Airport as a joint-insured for the purpose of access to Sydney
Airport on these terms and conditions; and
2. A certificate of currency of workers compensation insurance (if relevant).
If any of these terms and conditions are, in Sydney Airport’s reasonable opinion, not complied with,
then Sydney Airport may terminate the right to film or photograph, and all persons associated with
that activity will be required to immediately leave the airport. In those circumstances, Sydney
Airport will not be responsible for any financial loss to any person or organisation.
Good points ... plus these people filming are typically doing free promotion and attracting new tickets
Next time anything like this happens to you, just remind yourself how appreciated your vids are on here. I applaud you for keeping your cool and taking the higher ground.
Exactly. Class act. Those of us that travel a lot, we run into it all from the great, good, bad to the ugly. It's just part of traveling.Nothing on the spectrum really surprises me anymore.
Held your head high through the experience 😊
@@clintsheehan2535 I agree - Dennis is a great ambassador for Australia.
👍
It is incredible how bad some people working in the hospitality industry are... at hospitality. I mean, if she was unhappy with the filming, just ask and I'm sure you'd oblige. But by making a big deal about it, all she has done is damage the reputation of the airport and JQ as 100K people watch this video over the next week. And no-one is safer or whatever reason she thought to justify her poor behaviour.
Maybe DB should have asked for the certificate of calibration for the scales. Fair’s fair.
@@kennyeverett3201 That would have just needlessly escalated things and delayed the flight. He was smarter than that.
I last flew Jetstar several years ago on a day trip for work to Adelaide.
No check in luggage and my back pack only. They weighed us in Sydney right before we boarded and my back pack was at 7.15 kilos.
I explained no check in, which I was allowed one 20 kilo bag, and just my pack.
I had to pay $85 there at the gate just so I could board.
I've been shook down for less by security in Manila and KL both for less
100% Paul,
I really enjoy your videos as well mate. It feels like a black eye for all the wonderful staff at both Jetstar & Qantas doing a great job day in day out. It starts at the top & im sure both you & Dennis understand Alan Joyce’s penny pinching of staff & crew wages which indelibly diminish our flying kangaroo that every Aussie is proud of. I hope he’s removed before safety suffers.
Lots of newly empowered "tiny tyrants" these last few years.
Whoa! Sorry to hear about this experience, Dennis.
Would I fly JetStar? After seeing this, I think I’d choose an indirect routing from Cairns to Adelaide just to avoid it…😳
She absolutely missed an opportunity to create a positive moment for you to share with the world. Thanks for creating your videos in such a respectful way, even in light of that experience.
(Also hope that Qantas security team doesn’t come knocking on your door…😳)
I do wish that Qantas security staff had met you, Dennis, at the gate so that this could be sufficiently resolved. Perhaps with an apology. This is bad customer service all around here, undoubtedly, including at Adelaide to leave you hanging and wondering. I don't know what is at issue with capturing on camera how heavy the handbag was, so the whole ca-fuffle seems needless to me. Of course, please keep us all updated. Seems as if the company has 'plaining to do, and avoiding a route over one or two staff members as an option is really a sad state.
@@michaelp5790 Qantas security problem just responded with, "yeah we know who he is, why is this an actual problem?"
I've generally found Jetstar staff more poorly trained than Qantas. I have flown them from Sydney to Honolulu a couple times, and they're MUCH less expensive than Hawaiian or Qantas and have a higher frequency but definitely lack in courteousness IME. I flew SYD to CNS and return this past August and chose Qantas over Jetstar for this reason even though it was more expensive. I suspect the gate agent needs some additional training.
Had a power tripping lady at Proserpine airport complaining about 0,5kg overweight as well, and then when we moved stuff into hand luggage she DEMANDED to weigh that as well… naturally we were still way under the 7kg per person, but yeah. Same kind of rude power trip thing trying to squeeze customers out of every penny. Luckily our flight to Brisbane went without further issues. Had to fly JQ to and from Uluru, but apart from where there’s literally no other choices, I’m not travelling with them again. Virgin Australia has been MILES better.
I disagree with virtually all comments under this video.
Jeststar frequently weigh carry on baggage, so it should not have been a surprise to Dennis.
Any person either at work or not has the right to request not to be filmed, especially if they were not asked in the first place.
Dennis claims he knows the filming protocol, but basic common decency would surely have the cameraman asking permission before filming a person close up at work.
Would Dennis like me walking into his office, filming him close up without being courteous enough to first ask permission?
He then makes claims about “power trips” and being spoken to like a school kid by Qantas security. However, there is absolutely no good evidence of this other than Dennis’ word. Why not get the full story before leaping to conclusions?
Further, his rant about making youtube videos as some sort of excuse would mean absolutely nothing to the employee at the time. They almost certainly wouldn’t have known him from a bar of soap.
If Dennis has so much experience filming in airports and with persons in the travel industry, then why didn’t he immediately cease filming, put the camera away and respect their wishes as a fellow travel industry employee?
I smell a rat.
I fully support the airline staff in this video in trying to keep airports and their workplace safe.
Not just as a flight / travel vlogger but also as a human , you are always incredibly polite and professional in every single video! I think sometimes people forget that the world revolves around how we treat others and when it’s actually involving providing a service - human interaction is the most important .
Keep doing an amazing job with this channel and also as a human . I love how you conduct yourself 🫡
G'day Dennis, I'm currently a check in agent at VirginAU based in our beautiful home city of Adelaide and I'm shocked to hear how you were treated. I can't exactly see it from an operational/security point of view why it would be an issue? Albeit I don't know her reasoning and full story. However, with my experience in a similar role, I could only see it being an issue on the tarmac? Regardless, it is good that you approached it in a manor where you were being respectful and followed instructions, however I think her reaction may have been OTT, and yes, potentially a powertrip. I always encourage people to film and am even happy to be included in peoples vlogs and pictures, as I appreciate their journeys (both big and small) are starting with me. I'd love to see your name on one of our flights and even better yet, a review of the service too. We'd always be happy to have you, hopefully see you again soon mate. Safe travels!
Flew from Syd to Bris vagas, with Virg Au ,brillent,was a breez
Seems like just another reason to avoid Jetstar.
Good words about CNS, Dennis.
Well balanced video considering your experience during boarding. It is absolutely unacceptable to leave a paying client on an aircraft for 3 hours, wondering whether they will be "met by security" upon arrival. Jetstar this is absolutely pathetic form. Dennis, please let us know whether the airline has reached out to you to make things right.
This is absurd. Cost cutting masked as security. This looks a lot like those cases in the US where, ultimately, the customer is denied boarding because they are being ‘un-cooperative’. Way too much actual or perceived power held by the airlines. Not that this JQ rep had the authority to exercise any of it.
@@kennyeverett3201 That's extremely rare in the US and in most cases it's justified.
Jetstar are now added to my list of two airlines I will not fly no matter how cheap. Ryanair being the other. If I ever get down under of course ....
@@johniii8147 No it isn't.
Added Jetstar to the avoid list now.
Hopefully an apology is issued to Dennis and the staff member in question is sent for retraining.
I’ve had bad experiences with Jetstar in NZ, Australia, Singapore & Thailand. Whether it’s delays, cancellations, or rude and over-zealous staff. It just seems the organizational culture has problems, almost like they want to be the cheap and nasty airline. Many reports in the media back this up.
They cancelled my flight from Bangkok to Singapore and put me on a later flight that left not enough time to transfer at Singapore for another JetStar flight.
Didn’t compensate me for anything because “they did get me to Singapore” and “it’s my fault I missed the 2nd flight” with only 50 minutes connection time
@@Peizxcv 50 minutes is plenty of time to connect at SIN
@@johniii8147 - Not if you have to wait for luggage.
@@johniii8147 50 minutes is from 1st flight landing to 2nd flight taking off. By the time the 1st flight made its way to a terminal and I got off the plane, I think I had ~29 minutes to make it to the next flight whose gate was closing
@@sameebah No reason to wait for luggage if your connecting on the same airline.
As a Brit, we have a name for people like her. We call them "Jobsworth's", because its "more than my jobs worth" to be customer friendly. I hope that you contacted Jetstar and let them know about this issue. Any business worth its salt would attempt to make things right. Sadly, the other comments about Jetstar would make this seem unlikely. It is really disappointing to see that one employee can sour the whole experience. I hope senior management sorts this person out, its not acceptable. Nice work keeping your cool, i certainly wouldn't. Terrific video!
Your comments were spot on Denis…..it only takes one, one officious, power crazed employee to leave you with a poor opinion of a carrier. One big problem is inconsistency across the network……one rule here, another there.
I had a SHOCKING encounter with a Vietnamese security guard after checking my luggage in. I was walking to my plane's waiting area when I was accosted by a most foul guard who was all wound up for a fight. If this is the type of staff they hire at Perth International terminals, then SHAME ON THEM! It is a part of their job to greet passengers in a polite & friendly way. I wondered WHO was he approaching like a rabid bulldog? I did nothing wrong. If he wasn't on a power trip, then I don't know.....
Worst part? His Aussie sidekick saw nothing wrong with his aggressive manner and chose not to say anything. These uneducated nasty cockroaches should never be given any such job where they're made to feel important. They can't take it. The bastard ruined my international flight. I hope they BOTH have long died from Covid. This was some years back but the hatred I still feel towards them makes me loathe whoever was responsible for hiring these THUGS. They had a bad attitude and behaved like prison escapees rather than trained security staff. Such ignoramuses make the country look bad and unprofessional. I was too in shock to respond. Considering such freaking rude ppl here, from now when I will travel, I will have my mobile phone on and ready to record any such freaky behaviour. Stupid are the ones who hired these oddball freaks in the first place.
I can’t imagine Dennis being anything but polite and reasonable, even when dealing with a rude person. How embarrassing for Jetstar!
I'm a retired airline pilot here in US. It's sad when there are people who are on a "power trip" like you said. It happens way too much, not just in aviation. It hurts the biz overall. I don't get why some do this. Love your videos
Plenty of US airline pilots have this ego power trip issue. I fly 250k miles a year and have seen it all.
@@_w_w_ not just a US pilot problem….many pilots, hell people, are very much like this!
@@michae8jackson378 Nah, very much an US issue
This is an anglosaxon issue in the modern capitalist environment.
So common in nursing, some genders dont do well having ' authority '.
I've flown many hundred flights with various airlines and Jetstar is the only one I've had any significant problems with. This particular flight was delayed and rescheduled four times over a period of three hours. I tried to claim on my travel insurance (purchased from Jetstar) but was brusquely told I had no claim as the flight had not been delayed for more than an hour. Apparently the 'clock' restarts every time a delay is rescheduled!
Jetstar is also the only airline where I have had to weigh hand luggage. The tiny lady ahead of me in the line (less than 50kg I estimated) was charged for having hand luggage 1 kg over weight. I'm double her body weight but my hand luggage was only about 6 kgs so no charge. Unbelievable.
Air New Zealand - fantastic service, Qantas and Virgin Australia mostly OK, Emirates great, all American airlines very average.
Love to hear the outcome of your experience Dennis.
It's scamstar
Kudos to you Dennis for keeping your cool during the whole boarding debacle. I wouldn’t have handled it as composed as you have…
He was asked not to film - he should have stopped - simple.
It’s very sad that Qantas/Jetstar has gone downhill so much in the last couple of years. The customer service has been appalling on many different levels. Hopefully management can change the culture on the business soon.
The trouble is with leprechauns in the management.
Its like we are putting them out by being there
The last time I got good service on Qantas was in 1979 when I flew to New York. It had terrific service back then. Then I flew to the UK in 1980 and I got good service, but in 1981 when I flew back home, the service was bad. They forgot to serve our section our meals, while the other section had long finished eating & their trays were being collected. My friends also flew Qantas & told me about the bad service they got too. A few years later I flew Qantas only domestically and was truly shocked by a lack of pride in the air hostesses appearance and awful service. They wore flat shoes, wore no make-up, another's face covered in acne and none of them greeted passengers with a smile. They were as frumpy as they came. Lately they are losing luggage or delivering shredded luggage. I don't like the newer news stories about how some Qantas planes had mechanical trouble & had to turn back. I will be giving them a miss. They long aren't providing up to scratch service, which is what passengers are paying for with Qantas. There are some truly awful bad airlines out there too, not just Qantas. I had rude service with Malaysian Airlines & Cathay Pacific. Last used them 35 years ago. Never will again.
@@inthefar-queue6270 Yep.
@@johanna5688 I agree with most of your comment, however, I hardly think it is the flight attendant's fault that she had acne.
Please do let us know how the airline responds to you! If anyone from Jetstar is reading this, Dennis’ channel is top notch and among the most trustworthy reviewers out there. He’s not trying to do some gotcha piece, but genuinely fueling enthusiasm for travel from people all around the world, including in the Australia market. The quality of the content is exceptional.
That's exactly right. I second this.
Great comment. Given that the airline industry needs allies, friends and loyal customers, I would have hoped that someone from Jetstar would have been on here ASAP with something to say that was in some way consoling and good for business.
It's interesting how just one bad link in the chain of many good links, is all it takes to lose confidence in that business. I believe the answer is both training and identification of suitable people for the job. Not everyone is good dealing with people. So do not put them into such a job.
@@BelloBudo007 There are two people (minimum) in Cairns who need to be fired. There are replacements ready at the local Centrelink who would have no problem in the exercise of courtesy and common sense. (for starters some of the post PhD types sacked from the tertiary sector when the previous government decimated the universities, ) so lets get a post middle aged multi-lingual person who would appreciate the salary and care about their job
Excellent video as ever. It’s the little touches that make it so professional, like the background music and showing a descending escalator when ‘things went downhill’.
Hi Dennis, your videos have been so helpful in terms of encouraging me to try different flight experiences. It’s a shame that you faced this situation but you handled it well. Here’s to more videos - and yes, it was a pleasure to find you quoted in the AFR !
Reminds me of the time I flew Jetstar out of Melbourne in 2017. My baggage got stuck at the drop-off hole in the wall. It went about 1/3rd of the way in and the bag wouldn’t go any further. I looked around for someone to help or even a button to press for assistance but nothing. After a few minutes of the belt trying to move my bag I gave it a little tap. It then went in all the way and you guessed it, shut all the drop-offs down.
Some snappy girl then came out of a door, shouted at me not to put my hand in the hole and wouldn’t even let me tell her my bag was stuck there for a few minutes with no way to call for assistance. I calmly asked her to get a supervisor and she said “no way mate” and walked straight back behind the door.
Never flown Jetstar since.
This is not just a reflection on Jetstar, but the sad low level of training of Aussies when it comes to service. I had THE WORST experience at Perth Airport's International terminal with their SHIT security staff. They behaved more like evil thugs than security staff. One was a Vietnamese animal who viciously verbally accosted me like a bulldog. He was just all wound up for a fight with a young woman travelling solo. His Aussie sidekick saw nothing wrong with that & said nothing. Their staff are ill trained & not fit human beings. I told everyone about this behaviour and pray they have long since died of Covid. This happened some years back, and wonder WHY anyone would even bother wanting to touch base here with such AWFUL airport staff. They were on a power trip. I shall never forgive them.
What a joke, you’d think in this day and age they’d take one step back and consider the negative impact and damage to reputation that can be caused by these over zealous bozos. I hope Jetstar and Qantas get wind of this and make amends. You do such a great job and are always so positive, even in circumstances like these. Keep up the amazing content.
They are low wage contract employees. They really don't care.
For me, my experience of flying Qantas was bad. It's not just the bad service, it's also its very loud Aussie passengers. I never want to be trapped on board on a long haul flight with them again. Screaming kids, drunks, ppl misbehaving, don't call us.....
One bad egg will certainly be sent off to retraining. She has just cost her airline at least 1000 bookings given the widespread popularity of your posts. I gave up on Jetstar a long time ago when their leprechaun leader focused all his attention on shareholders instead of passengers. Switched to Virgin and have only had one inconvenience in the last 24 flights for which they upgraded me to BC to compensate.
Love your posts Dennis, keep them coming.
I’m an expat Aussie, working for an airline in the US. If someone films me whilst I am doing my job then I just have to deal with it (regardless of whether I like it or not). I would never chastise a passenger like what happened to you. Keep on making great videos mate, you are awesome!
That's bcz in the US they give great service, not like those ignorant skanky ppl they hire in Oz. The service stinks here all over, not just at the airports. Having said that, some years back I was walking to the waiting area after checking my luggage in at the Perth International terminal. I was accosted by a most vicious bulldog of a Vietnamese security guard, who I could only call him a feral animal who was all wound up for a fight. He was such a bastard. I did nothing wrong, just a woman flying solo that day. What's worse, his Aussie sidekick saw nothing wrong with that & said nothing. Next time I will have my mobile phone running & ready to film appalling service. I could only label this pair as insane prison escapees who were totally untrained and unfit for their positions. They were on a power trip. This duo alone will have given Australia a BAD reputation. I could at best call them insane thugs. Just pure evil. I told everyone I could about them. I've slagged them off to everyone I could ever since. Even in Melbourne, I found airport security staff untrained, rude goons. What I encountered in Perth that day was the shabbiest & most abysmal staff anywhere in the world. Come on Aussies. Lift your game. Get professional where it counts. Inbound visitors will be appalled by such thuggish behaviour by airport staff. Who will want to come here?
Dennis someone who has been following your channel for a number of years I cannot understand staff like that you have encountered , Kudos to you for keeping your cool , I am afraid to say I would not have been able too !! I hope jetstar CEO watches this !!
Yes he should tag him on social media and make a follow up
It's actually not hard to understand. These are contract employees that a low paid that really don't care.
Thanks for posting and you are one of the great vloggers always being respectful while filming.
I couldn't agree more with your sentiments Dennis. Provided you're respectful of the privacy of other passengers and staff (which you are), then trip reports generally provide free PR for airlines. I've had a similar experience to you on two occasions, once on QantasLink and once with a Qantas gate agent at Adelaide Airport, and both left a very bad taste in my mouth. It wasn't simply that they asked me not to film but the way they told me off, as if I was a child. Such a disappointing experience when you're actually promoting the industry. I contacted Qantas customer service after one of my flights and was told it was fine to film provided I respected the privacy of staff and passengers, but clearly not all staff have received that message.
Sorry to see that you had this experience mate, that's so shocking. Doesn't add anything to the experience at all. You handled it very well, not many would be so calm!
I thought VA had a direct ADL-CNS and vice versa service? Or it doesn't operate every day of the week?
Well done again for handling that so professionally. Love your work mate!
Dennis, love the reviews. Let us know how this plays out, as I think in an organisation this big one rogue employee is acceptable, but if management push the issue, then that is definitely unacceptable. Keep up the great work.
Great job and such a professional! I also applaud you on how you handled this situation! Good for you!
I’ve done the Cairns route from Adelaide to Cairns and back many times and my experience with Jetstar has always been very pleasant.
It is unfortunate that one person, can bring down a reputation of a whole company or business.
But, just recently I have had a good experience with Jetstar. Over the last year I have not been well and we have had to delay or cancel our holidays to Cairns. We were well prepared to lose our flights completely but the kind staff at Jetstar credited all the flights up to the cost of $1200. My wife actually burst into tears when they did this for us.
So again, one person can make a company look so fantastic. I really do like Jetstar they’ve always been very nice to fly with. ❤🧡❤️
I’ve been watching your videos for years now Dennis keep up the good work 👍🏻🙏🏼❤️
Well handled Dennis! I can only hope some good comes from this video post, perhaps with Jetstar’s executives, the likes of Gareth Evans or Stephanie Tully, watching and taking the necessary and appropriate action on re-training some of their staff to improve their culture and the overall customer experience.
Whoah. You were so professional and calm… unfortunately I do not have the patience anymore to deal with staff like that, I’m too old and jaded. Kudos to you Dennis 🙏🏼🤙🏼
Well done Dennis for calling out as you did, always enjoy watching your vlogs.
You described it perfectly Dennis. Power hungry people can destroy a company's reputation very quickly. You kept your cool much more than I would have done. Well done!
I'm so sorry you had this experience Dennis. It must have been really upsetting, and I feel for you and all the other passengers who've had the misfortune to interact with those staff members. You're absolutely right that all it takes to ruin an impression of a company or a brand is for one bad apple on a power trip. Glad you made it home safely.
Why are you sorry? He was asked not to film - he should have stopped. What is it with people thinking they can do whatever they can?
Shocking airline. I’ve had a very similar experience and vowed never to travel with them again and I haven’t. She upset the wrong person Dennis. Give them a miss mate and don’t reward bad behaviour
I had a similar experience with them in 2007. Was my first time both flying and leaving the state in a touch over 6 years. Given that my previous flight experience was Ansett Business Class, talk about Jetstar being a hell of a letdown, I wasn't expecting much given they're a budget airline, but still....
Keep up the great work Dennis. Love your informative and very fair videos.
I think it’s cool you gave them a chance. Don’t worry…. Honestly I have not flown with Jetstar since my last encounter with their crappy schedule and it just reenforces my view of their sub par service. Kudos to you Dennis for giving them so many chances and not hold grudges. Very mature of you unlike me. ;)
Great vids Dennis.., you’re a true professional.., not easy keeping one’s cool when being berated/ threatened with security/ no fly…
But then … I think you’re pretty grounded gent..
I find the whole pre-boarding experience quite stressful, so I'm sorry that you had such a negative experience at the gate, especially after your positive experience. I have been chastised at another airport for having sunscreen in my handbag- chalk it up to being a very busy mum! You paid quite a lot of money and given that we have been through a pandemic with travel returning to some kind of normal, I think the least we could all do is be kind to one another. I enjoy watching your reviews!
Hi Dennis, you dealt with this incredibly well and very professionally and your points are very valid. Thanks for another great video, keep em coming.
I'm so sorry that happened to you. You are unfailingly a gentleman and that staff member could stand to take lessons in graciousness from you.
One person and their moment of truth…every interaction is an invaluable opportunity to build connections between all players…you behaved with dignity and professionalism and the same can’t be said for Jetstar, as sadly one persons failure to deliver positively in their moment of truth let’s down the whole airline…congrats to you Dennis and I’ll continue to support and cheer you on…all the very best to you
Well said. So many others in that airline doing the right thing are now affected by one miserable soul who isn't doing a good job at all. For crying out loud, this is 'front of house stuff' & not mopping floors or topping up the vending machines.
Travelled through Cairns Airport in 2017 and I was impressed by the airport and the friendliness of everyone of the staff i met from the check-in desk to the car hire people. Had flown up on Jetstar and I was so impressed with how the cabin crew had helped parents with crying children, I wrote a letter to the airline. The crew were fantastic. Only bad experience I had in an Australian airport was with Qantas check in staff at Sydney. They had no interest and weren't very helpful. Really put me off flying Qantas until I got in the air. The Qantas cabin crew were really nice. Seems a shame that the people on the aircraft do all they can to give the passengers the best service possible and some clowns on the ground do their best to get passengers backs up. Good review and nice to see the Cairns apron and tree covered hills once again. It's a great spot.
That happens a lot here in the United States. The ground service is abysmal and then the inflight crew is left to make amends.
8:24 What wise words. I have 35 years on the Airlines and you are 100% spot on. I'm nearly retired and it still saddens me when co-workers are sloppy or don't care about the passengers
Happy travels and glad you kept your cool.. Bon voyage Dennis!!!
You are remarkably magnanimous. The butt clenching at Jetstar when they realised she had referred a platinum FF and the head of one of Australia’s major travel companies to security for… doing nothing wrong; that lady is in for some serious retraining.
I am not sure if you remember meeting me in Perth QF Lounge back in 2021, where I told you about my experience with Jetstar pulling me aside for filming. It is sad when employees power trip, thankfully on that occasion I had an email from the airline's media department allowing me to film. But no, it sours the experience and it makes you feel lousy. Suppose being confined to a tight cabin when it all went down made the experience even more intense. I feel you, just watching your video brought back all that, not in a good way. Thankfully though, my other JQ flights have been excellent and the latest one I flew ADL-SYD the crew were fantastic because one of them recognised me as he's watched my videos. So on the flip side, doing these videos has it's perks. I was also recognised on VA by the CSM on one flight and I was welcomed to film.
On a brighter note, Cairns QF Lounge is the best as far as regional lounges go. It is surprisingly HUGE, suppose with Cairns being an important holiday destination and FIFO traffic. It is also the only location at the airport with natural light (besides that makeshift aviation museum).
Love your videos, keep doing what you're doing.
Your summary at the end was on point Dennis. Well said.
Dennis, you are always a gentleman of the sky! I will never fly jetstar again. You keep doing what you're doing, we love your work!
I always enjoy your videos Dennis and you are always positive and never negative. I agree with you and Jetstar is my airline of LAST resort. In the air, staff are good (apart from Jetstar’s food & beverage protocols have the staff running up and back from the galley), however airline Operations really let them down (and unfortunately QANTAS is heading down the same route). Fish normally rot from the head though 😂
Jetstar seems like the Ryan Air of Australia. The funny thing is, here in America, the Low Cost Carrier Southwest Airlines, has some of the best service in the US air travel industry. What they don't have in hard product they over compensate in personal service in all areas. Low Cost doesn't have to mean low service. Great, honest review Dennis!
Also I hope your tour company does trips around Australia, I'd love to book something when I make it down there. Cheers
I’d still say it’s a step up from Ryanair, those European LCCs are something else.
Wannabe - I'd save my cash & travel elsewhere. Aussies are not a friendly lot & these days won't talk to anyone at all. Bad service Australiawide. Rude, know-nothing retail staff, AWFUL & APPALLING airport staff, taxi drivers who can't speak English and don't know where they're going. I live in Perth and hardly anyone speaks English here. Perth Airport's International terminal had THUGS as security staff. I had checked my luggage in, then walked to my departure area. A Vietnamese security brute was all wound up for a fight, so picked on me, a young woman flying solo that day. He approached me snapping at me like a bulldog when I did nothing wrong. His Aussie sidekick stood silent, obviously not seeing anything wrong with the freak's outburst. This is the "service" you can expect Australiawide, not just at airports. These days Aussies are THE rudest & nastiest, most unfriendliest ppl on Earth. The place is bloody BORING too. I'd give it a big miss. You won't get service with a professional outlook anywhere. Public transport is not safe to ride on. No police in the streets or anywhere. They aren't inclined to help anyway. You're on your own here in every way. So many ppl go missing here. So many travellers too who never got to go home. Once you leave the city centre, train stations are lonely with nobody around. Deserted just like the streets. It's a creepy place. It's a very expensive destination, just so not worth what you'd have to pay for accommodation, food, transport, etc.
Nice work Dennis…….Bringing us the reality of flying….good and bad….your an honest blogger Dennis when so many others fake it or positive wash their reviews. Disappointing experience but glad you still provided it for us to see.
Thank you Dennis, i am enjouing your Blogs. you have wet my appitite for a 1st class long haul trip too. Keep up the good work. Aiden Ireland
Once QF security see Dennis is a high tier traveller im sure a PR person will come after him.
Promise to never remove the video even if they apologise
I really like that you didn't let your security experience affect your review of the in-flight staff. Good stuff as always
I support what you’re saying but I want to add that weighing the bag was NOT done for a security purpose. Rather, it was an airline rigidly enforcing T&C of travel.
I've never flown Jetstar, but thanks for the info. I've flown Virgin before and was shown to my very filthy & greasy seat. I asked for a cleaning cloth. They should have cleaned the seats before ppl boarded. I'd flown Qantas before, and there was no service. They served food trays to one lot of passengers in one section, but not to our section. Tired of waiting, I asked the hostess where are our meals? Well, they just forgot to serve the meals to our section. Not good enough. The others had their trays collected while we hadn't been fed yet, and wasn't going to be either. Lucky I spoke up.
My WORST experience was at the Perth airport some years back. I had already checked my luggage in & was walking towards the waiting area to wait to board my plane when I was accosted by THE NASTIEST Vietnamese security guy who seemed to want to start a fight with me, a lone woman. I was crying bcz I left a dear friend behind & for that I got mauled by this youngish guy on THE POWER TRIP of his life. He came at me like a savage bulldog. What stunned me, was the older Aussie security guy standing next to him who saw nothing wrong with his behaviour. I condemn them both. Such ppl are totally untrained & unfit to work with the public. I did nothing wrong but was treated like a criminal. SHAME on their employers! This is a BAD REPUTATION for the Perth Airport in the international flight terminal. I felt THEY were the criminals here. I surely hope they've BOTH long died from Covid. I will HATE THEM BOTH FOREVER. This is NOT how to treat paying, law-abiding customers. The uneducated folk of this world should NOT be hired in security or elsewhere where they deal with the public. It was their job to be civil & polite to all and actually GREET the passengers, not tear them verbally to shreds for NOTHING! This pair were a vicious duo of monkeys who were in the wrong job and should have been FIRED on the spot. Perth Airport, don't hire thugs and prison escapees to work for you in any capacity, let alone in security. I told EVERYONE about that. Trust me.
TH-cam reviews are a major way I decided to purchase things now days, keep doing what you are doing and have a great Christmas
Dennis, cannot believe how badly you were treated. You always come across so professional and courteous. Jetstar were obviously let down by that particular employee. 🙄 he/she was an example of poor customer relations. I look forward to your next trip. Oh yes that is me sitting in Thai First class.
she
Jet star was let down by her.
Thank you for your honest review Dennis. I fly 50-80 domestic flights per year, with all airlines, and I try to avoid Jetstar as much as I can. I never had an experience like you're describing - then again I am not a vlogger etc - however my experience with Jetstar is that if something goes wrong, it goes very wrong. In their recent 787 fiasco they were completely dishonest with customers, not cancelling flights until the day of the flight even though they knew for weeks they couldn't operate certain flights (look at JQ7, their MEL-SIN, during Aug-Sep for example - 10+ hours late or cancelled each and every day for over a month straight), thus destroying customers' travel plans.
My favourite domestic airline of the last year has been Rex, their 737 services between ADL-MEL-SYD have been flawless in my experience. (not affiliated with them in any way...)
However on the plus side, as bad as Jetstar are... at least we got rid of Tigerair. They truly were the worst of them all.
AMEN!
Thanks Dennis, really great video - professional and honest - love the branding/marketing accountability bit for everyone in an organisation !!
Good On You Mate! Keep up the amazing videos!
Hi Dennis I am a subscriber to your channel and a very experienced In Aviation over 35 years as a Aircraft Engineer, do to Redundancy and covid I have seen the industry I love destroyed by poor management decisions to get rid of most of the experienced staff and replace them with mostly unskilled staff only given minimum training.I see it everyday at Perth Airport as a current APO, one of those under appreciated security guys as you said yourself lol, looking to go back to my real career asap.The situation you came across was probably a new staff badly trained from what I experience on a daily basis, just from insight for you from the inside what you experienced is how it is now in Aviation, sorry to say , and things must change
Greatest respect for your self-control and awareness during this situation, especially given your extensive experience in and championing of the industry.
Nice on Dennis still great to have you back 😎
Thanks for providing a really balanced report and review of the experience. I've only flown Jetstar once. It was pre-pandemic and when my Qantas flights were cancelled and we had to take a bus to a different airport and get halfway to my destination on Jetstar, with a mobility impaired passenger in my travelling party. Jetstar staff were fabulous on that occasion (in comparison to QF who were woeful). But unfortunately one negative experience will outweigh a hundred positives. Hospitality staff should know and do better. As an aside, I have and continue to travel to and through Cairns airport at least half a dozen times a year, and it is a really great regional airport - so glad you did a shout out to (most of) the staff!
All to common with both Qantas and Jetstar these days. Rude and aggressive staff who don’t care about how they represent themselves or the company they work for. I’ve given up on them both after recent experiences and now fly Virgin, a breath of fresh air, bright, positive and friendly all the way. Thanks for your great review and hopefully bringing this attitude to the attention of the airlines.
Dennis you were a real gentleman and poured cold water over the jobsworth's venum.
Another great video Dennis, I always keep an eye out for you when I'm in the cbd or near your building. 🙂
I for one would never fly Jetstar. But you did a good job. 🎉
Great work giving a fair and even-tempered response to this unfortunate experience.
I’m a huge aviation fan and love all the reviewers, but many could take a lesson from how you handled the rude gate staff at Cairns. Well done giving constructive and helpful feedback to their team. I hope they take it to heart! 10/10
Very well handled and communicated Dennis - cheers
That’s why I never have and never will fly Jetstar. So sorry to hear what they did to you Dennis.
Dennis, I love your videos, and, like you, loved Air France. I have travelled once on Jetstar, never again. The main reason was the fact that I'm 190cm tall, and it took all day for the cramps to go away!
Seat pitch is terrible - I always pay the $25 for an exit row. Feel your pain
I think Alan Joyce maybe confused how $1100 is considered budget and not including a drink and snack at that price is penny pinching.
Seems to be a theme from some airlines now here in Australia but we need people like you to highlight these issues. Glad your out there doing this service.
Love your video, I recently flew with Virgin direct to Cairns from Adelaide, didn't know they even operated this flight. The experience was very pleasant, staff awesome and left and arrived on-time. Plus economy X for over 3 hours. Awesome!!
Any time you have a person SO against filming you really have to start asking WHY they are so against it, what are they trying to hide? Jetstar: you need your PR people to promptly respond to this.
Oh my goodness this makes me feel so angry Jetstar is known in our family as crapstar and that is exactly what it is unbelievable i am so sorry you went through that i will never fly them
Hi Dennis. Love your channel and love your reviews. Remind me always when I was in Adelaide - Port Noarlunga in 1987 flying with Qantas. Great airline. I really travel again to Australia soon! Sorry for having bad experience with JetStar. Greets from Guido
I understand your frustration but another great video Dennis
Cheers
Had only two experiences with Jetstar , both atrocious ! If they are the only way to get between two points , I will walk .... Thank you
I’ve heard of customers being a Karen, but gate agents?
I’m sure Karen from Cairns felt like a big girl after that power trip!
Thank you for being professional in your description of the security incident. Power tripping is so silly. It just makes that person look like an idiot regardless of being right or wrong. I have enjoyed your videos. They make me want to travel!!
great vid and good honest review
the pettiness in me wants and hopes there to be an update video seeing what happened to that one particular JQ staff 😂😂 I'm sure this video/review will somehow make it's way to corporate
Three economy options for a return leg from Melbourne to Sydney last week. One way Qantas was $850, Virgin $450 and Jetstar $200. Unfortunately, I booked Jetstar.
Terminal 4 in Melbourne is a zoo. Seating for maybe 5% of passengers. Then called to queue to board. Waited in a queue for more than an hour. No communication. Finally boarded and from this point flight was OK.
Will not fly Jetstar by choice again, even if significantly cheaper than the alternatives.
I fully support you and your arguments!! 👍
You are always completely respectful of the airlines, the staff and the passengers. Its a shame there are a few travel commentators online who are showing people how to cheat systems (get into clubs etc by fabricating your identity etc) but professionals like you are great for viewers - offering a balanced, considered and respectful report of your journey. I am pleased Jetstar reached out and apologised and I hope the staff member (who was clearly either on a big power trip or simply having a really rotten day) was spoken to about so misunderstanding you and your intentions and doing such damage to the brand.
I honestly hope people in senior management at Jetstar and Qantas see this video. They ought to hang their heads in shame. I have enjoyed your videos for a long time and you are such a strong ally of the travel industry. This sort of experience unfortunately reinforces my belief that JQ will be the carrier of last choice for me. It's terrible because the staff member concerned has single-handedly ruined the hard work of most of her colleagues who are working so hard under difficult conditions to deliver a good service. I truly hope that QF / JQ reaches out to you and offers you an apology.
Hi Dennis.
Thanks for the review. Always love them.
Don't you remember Qantas Group supreme leader telling us we aren't flight ready! You shouldn't be surprised. Company culture starts at the top.
Jetstar canceling flights. Delayed flights. Lost luggage. No way in hell would I fly them. Twice was enough for me. Too unreliable.
$1100 return ADE to CNS. Hooly Dooly. That's is outrageous. Especially given it was Crapstar and not Qantas.
We are about to give Air Asia a go to Bali from Perth. Not much choice unfortunately. I believe they do the weight check as well. Really wish Garuda would return. Only taking carry on as only there 5 days. Not looking forward to being jammed in after our last trip was to Europe was all in BC. My 6'7 hubby will be folding himself up to fit lol But he is use to it being a FIFO guy.
Thanks for another great video, Dennis. I am used to watching your channel and enjoying your business class reviews to reminisce about my own past trips and also dream of and plan future travel. But we all end up in economy sometimes and my opinion is this is a good honest review of this particular airline’s customer experience. I would never fly them again. Years of delays and disappointment, but the last straw was some years ago when I booked tickets to Melbourne and ended up being flown to some outback airstrip their marketing material referred to as “Melbourne Avalon”. I arrived in the middle of nowhere with pins and needles from the shortest seat pitch I’d ever experienced. Never again.
It never fails to amaze me how much more gung-ho and on a power trip staff at regional airports tend to be re security than staff at major capital city airports, that you would assume would have more issues that need to be kept on top of. Not going to name names here but years ago I had a bad experience with a power tripping security staff member at another regional airport in QLD. Funnily enough that was also flying Jetstar.
As you said, she was on a bit of a power trip. We had an experience flying Qantas Sydney to Melbourne in business class. The senior cabin attendant was also on a power trip and very rude and aggressive to an elderly couple in business class. This made the whole flight unpleasant. I think that the problem is that the change in the authority given to the crews does not seem to have been followed by training in how to administer the increase in authority.
I can accept that discount airlines might not have the best staff, but if you pay the money for a full service airline like Qantas or Virgin, especially if you fly business class, I think you are entitled to decent air crew.
Very sorry to hear this Dennis. Your reviews are excellent and you are always polite and dont film crew and pax. Its a shame about your experience :(
Keep up the good work.
I hope someone from Jetstar/Qantas reaches out to you to apologise
Another great piece of work Dennis. I had an experience a little the same in Cairns some years ago. At the time I was working and living in PNG, when I checked in they were not going to allow me to board because I didn't have a return ticket, hello, I live in PNG! After some time it finally got sorted, however it was obvious the person I initially encountered was poorly trained.
I found out about your channel through Jeb Brooks. So glad I came here and watched this video. I totally agree with you. The lady who was so rude with you was definitely on a power trip. It's sad that some people are just downright petty. No excuses for her nasty attitude and total lack of customer service. After watching your video, if I'm ever in Australia (on my bucket list), I will not fly Jetstar.
Many airlines departing the UK have a 7kg max carry limit too. Still surprising the number of passengers who choose to ignore this, then throw an entitled fit at the staff whenever they check the weight. V sorry to hear about what you went through, v professionally handled. Thanks for the excellent video & travel safe! 👍🙏
Exactly. The polices are clear on the websites. Yes you will have to pay if you exceed the limit. Pretty simple.
He did state that his carry on bag was under the limit.
if you look at the scales you will see that his bag is 6.06kg and he mentioned it was under the limit.
They literally charge you nearly a $100 if you are 100grams over!
I’ve never had a few hundred grams make a difference on a check in anywhere. But I’ve seen it at Jetstar gates .
They seem to actively hate their passengers (how many people would have scales that accurate anyway)