HELLO EVERYBODY
I WANT TO SHARE THE EMAIL I SENT FIRST OF NOVEMBER WHEN I FLEW WITH THIS COMPANY FROM THAILAND TO SYDNEY. THIS WAS OUR 9 WEEK HOLIDAY IN SYDNEY AND BECAUSE A PROBLEM OF THE FLIGHT WE LOST 2 DAYS BETWEEN SINGAPORE AND DARWIN. COMING FROM SPAIN THIS WAS A REALLY REALLY BAD SITUATION AND WE HAD A VERY BAD EXPERIENCE. I REALLY APPRECIATE IF U READ THE EMAIL I SENT TO THE COMPANY. I'M STILL WAITING FOR AN ANSWER 4 MONTHS AFTER. THEY ONLY SENT ME AN EMAIL TELLING ME THAT THEY SENT TO MY HOME (IN SPAIN) A LETTER WITH THE ANSWER. I'VE NEVER GOT THIS LETTER AND NOW I'M NOT PATIENT ANYMORE. I REALLY WANT THAT EVERYBODY KNOWS THE TRUTH ABOUT JETSTAR.
HERE WE GO


Names of the passengers

ALBERT R., passport AAA02...(Spanish)
ALEXEY P., paasport 514... (Russian)

The reason i’m writing you is to make a big complaint about the way we have been treated and all the problems this situation made to us.
I have to say that this holidays that we supose to have in Sydney become a nightmare “thanks” to Jet Star.

First of all english is not my mother language because i’m spanish so i hope u will undernstand all this email.

We choose to fly with Jet Star because i flew with this company before and never had any problem. We went to Thailand for 3 weeks and we booked the flight from Puhket with Jet Star because was the fastest way and cheap way to come here. So we decided to spent 9 days in town to see my friends. We did all this planning almost 2 months ago being in Barcelona (Spain).

At that time our friends planned some tours with us (plans that were cancelled since the moment that this nightmare started Lansing in Singapore).

As well, because i heard that the Melbourne race cup was happening the same day of our arrival (we supose to arrive 10am in the morning) i was planning to cover the new and take some Pictures in many pubs and places in town to show to Spain (through the magazine i work as a freelance). My boss was excited with this idea because being Spanish for us Australia is a very very far land so the idea to make this editorial to talk about this event was very exciting for my company and for me as well.

Our flight JET STAR JQ28 was delayed 1 hour in Phuket. After almost 2 or 3h flying we Landed in Singapore where more or less we were locked in the plain for “some problems”. After all this time trying to sleep with a horrible pop rock music playing on the speakers of the plane very very loud we got the new that we had to jump off from the plane and stay in Singapore “until new notice”. In total i think we spent into the plane waiting for news until 3 or 4am. I can’ remember because i took a sleeping pill and the whole thing become a big nightmare.

We have been moved to one of the big cold waiting rooms in Singapore and 2 ladys they start to reasign the flights of the people that were going to Melbourne and other cities in Australia via Sydney. To arrange all of this they’ve spent probably 2h when the rest of the passengers we were waiting to go to a hotel or to be reasigned to another flight.

After almost 7h (WITHOUT FOOD, ANY HOT DRINK, BEDS AND ANY KIND OF HELP) our turn arrived and we were assigned to a new flight to Darwin for the same day (it was 9am when they gave us the “good” news) and then they said we should go to immigration to get the stamp, check in Sheraton hotel and wait there until the afternoon.
Try to put yourself in our place, feeling sleepy, cold, hungry, tirad and then after more or less 9h waiting we were told that we had to stay few hours in Singapore in a fancy hotel and then fly to Darwin, when our final destination was Sydney.

Everything seemed to be easy but actually it become worst. We went to immigration and they blocked my friend ALEXEY because he didn’t had any VISA to get into the country because he is Russian and noone from Jet Star pay attention to this very important date. So i cancelled my Entrance to the country and we went back to the waiting room where a lot of people were still waiting to get their reschedule flights and Hotels.

They told us to wait, AGAIN, wait wait wait, and after 1h one guy Left us at the AMBASSADOR TRANSIT HOTEL in the same terminal. We check in there and we tried to get some food (as we were said we got the food free 15$).
The food was crap, of course we couldn’t go to the Sheraton to spend our time in a nice fancy room and with a nice meal. We had to stayed in this hotel which was having some renovating areas and in our room we had all kind of noises of machines working and some men working. So, we couldn’t sleep in total more than 3h.

WAS A NIGHTMARE. After 9h waiting awake without food, any place to sleep and waiting for news we end up in this horrible hotel with a lot of noise.

We asked in the reception of this Ambassador hotel if they Could find our luggage because we wanted to change our clothes and they said that our luggage was safe somewhere in the aiport and they recomend us to levae it in that way.

At 4:30pm we show up at the terminal in the area C to get our boarding pases to Darwin, still not knowing yet if we will arrive at some point to Sydney (our final destination). We asked there for any voucher for food and they said that we don’t get any food, it was not their fault. It was not our fault either to be stucked in Singapore airport when we should be doing sightseeing in Sydney.

So after fighting for almost 1h for our Rights we went back to the food court and we got this Wontoon noodle soup which was ok but believe me, we were expecting something better. Not this cheap asian food in this horrible food court.

Anyway, with our stomachs with some food we went back to get our boarding pases and they put us in a new issue, the had their doubts about the AUSTRALIAN VISA that my friend had in his passport. So we had another kind of fight to prove that the VISA was fine and made it in Spain 2 months in advance, Which cost to Alexei 75€ (for the 9 days that we supose to spend here).

So when the lady realized that the visa was ok then she gave us our boarding cards. We asked again about our luggage and this lady said that our luggage was in the plane to Darwin so we thought that we Could change our clothes after this flight

The flight to Darwin was another annoying moment, the plane was very tinny and we didn’t had enough place to put our legs and take a nap and also the seats were not reclined seats. So we spent 4h without sleep and without food or drinks because we had to pay for it.

Anyway, i didn’t mention until now that i was taking some medication because i had flu days befote so i asked to one of the air hostes for a bottle of water and we show the paper with the whole “free voucher for food and phone cards” and she didn’t gave me any bottle of water. So i was very angry. I had to swallow the pills without water (we had our water befote entering in the plane but u must know that all the liquids are to be Left going into the plane). My other medicine (liquid bottle for the cough was in the backpack)

We arrived safe to Darwin and we went into the terminal finding out that our luggage wasn’t there. So we had an another exciting surprise to add to add to all the things that already happened.

We cross the immigration, we got our stamps and we made our statement with Jet Star about our lost luggage.
We had to make an another Lane to get the details for the hotel that we supose to spend few hours and then to know in which flight Jet Star put us. We had to wait for everything. I think it was around 4am when we went to bed that night.

Before 10am we had to be awake to get our “free 15$” breakfast and u can imagine how hungry we were. So we went to the room and we had a new surprise. The breakfast cost 16.50$ and we didn’t had any coin or note because the night befote the Exchange currency was close. So we had to ask to the people having breakfast if they Could borrow us 3$. A little bit to much of embarrasing.

Anyway, tired because we didn’t had any good rest in the last 2 days we went back to the aiport and we took the Qantas flight from Darwin to Sydney, which arrived 30min later but it was ok for us, at least we arrived to the city. The last surprise was that Only one of the bags arrived with the plane so we’ve spent another hour more or less asking and trying to find the other one. Actually was in the Jet Star booth in terminal 2.

Our friends were threre waiting for us and we finally Could start our holidays here.

We have lost 2 days of our holidays here and we want to have back the Money that cost us this flight. For us was not worth it to come here, spend the Money and spent our time from airport to airport waiting for news. Also become a problem for our friends that arranged many things here in the city, as well, i lost the change to make the Pictures i suponed to do of the Melbourne race cup the same day of our arrival. We hadn’t been treated correctly in Singapur and i can undernstand the the plane had a breakdown but ur obligation was to put us in another direct flight to Sydney with ur company or another company. I wouldn’t be wrinting now this email (that took me almost 2 days to finish it) if we get here at least 4 or 5h in delay. But we are talking about 2 days delay. And at the moment we can’t turn back time and we already lost 2 days of our trip here.

On the letter that we got in Singapur ur company said that we got Money for calls (we didn’t get any cent to make any call), Money for food and as well 100$ for the next flight that we Could buy on the company.

For us this voucher don’t work, we live in Spain and we don’t come here so often to use it and anyway, 100$ is nothing if u compare the cost we had to come to Sydney from Spain. Jet Star is not a company we have in Spain so hope u undernstand that we are not locals from Australia.

I attach my phone number in Sydney until the 11th of November 0450372863
I also attach my friends number’s that they were planning our trips here so maybe u can speak with them as well.

Brigitte T. 006140...
Geoff W. 0412...

We are flying again to Bangkok the same 11th via Melbourne. I hope this situation will not happen again because we have on the 13th a flight from Bangkok to Barcelona…so we can’t be through this nightmare again.

Hope to hear from u very soon and hope u will take ur time to read this email and to gave us back our Money and i wish u Could give us back as well our time but this thing is impossible.

Looking forward for ur soonest reply
ALBERT RIGAT [email protected]