Not a cracker to show for five-hour wait

Practise has not made perfect across the Tasman. Photo / Greg Bowker

When I arrived for flight JQ818 from Sydney to Brisbane I was told it would be four hours late. No explanation or apology offered.

I was offered a refund but this did not extend to the price of a ticket with another carrier - which would cost three times as much at such short notice - but I could seek a refund on the difference through Jetstar's head office.

And that's where the fun began.

Me: "Before I purchase my new ticket can I speak to someone about the likelihood of actually getting a refund for this?"

Customer Service: "No sir, you have to post it in and try your luck."

Me: "But how do I know if I will get a refund?"

Customer Service: "I'm sorry sir, all I can do is give you an address."

As I have a 50th birthday function to attend that night I ponder my options. Pay up and hope for the best, wait for the flight or ring Jetstar. I ring.

After a 20-minute wait I get put through to someone in Southeast Asia who eventually also tells me to send in a letter.

Me: "Do you not have someone who I can speak to now?"

Customer Service: "No."

Me: "Can I speak to a supervisor?"

Customer Service: "No, I'm the most senior person."

Me: "Well, as the most senior person, can you tell me whether I would be likely to get a refund?"

Customer Service: "No, I can't."

Me: "Can I speak to someone else?"

Customer Service: "No you can't, I'm the most senior person."

Me: "Can you transfer me to someone at your head office in Australia?"

Customer Service: "No I can't."

After a further pointless call I give up trying to find out if Jetstar will meet the cost of taking a flight with another airline, wait for three more hours in the domestic terminal, then re-check in, at which point I am handed an A$10 ($12.50) refreshment voucher by a stone-faced Jetstar check-in clerk.

Once I have boarded, the flight is delayed a further 45 minutes due to two missing passengers.

The pilot points out our collective frustrations should not be taken out on his crew as the flight staff were on standby and it's not their fault.

He does not, however, offer a suggestion as to where said frustrations can be taken out.

To this point I have not raised a temper. Upon ordering $3 of cheese and crackers from the food cart this changes. The exchange goes like this.

Me: "I'll pay for this with the voucher, thank you."

Steward: "You can't use the voucher for this."

Me: "I'm sorry?"

Steward: "This is valid in the terminal only."

Me: "Are you kidding?"

Steward: "No, and it says that on the voucher. You would have had plenty of time to use it at the terminal."

I shake my head and double check the classy, photocopied stub which says it is only available for use on that day and not for alcohol.

Me: "Can you tell me where on the ticket it says it's only for use in the terminal?"

Steward looks at ticket: "Well, you would have been told that when you were given it."

Me: "No, I wasn't. Are you making this up as you go along?"

Steward: "Well sir, I wasn't there so I don't know whether you were told or not."

Me: "This is (expletive). I have to wait five hours for a one-hour flight and you are squabbling with me over $3 for some cheese and crackers?"

Steward: "Well what do you want me to do? It's my day off!"

Me: "I think I'll take it up with head office."

Steward: "You do that."

After it is all over, and it does become possible to speak to someone from Jetstar Australia, a spokeswoman says the flight was "unfortunately delayed due to a technical issue".

Oh, and Jetstar offers a sincere apology for any inconvenience the delay may have caused.

- AAP