Jetstar attracts a lot of negative comment on Facebook. That’s why a positive comment stands out and why the amazing action of a Jetstar flight attendant – who went to the extent of catching a train to help some of her passengers – is so remarkable.
A recent post by Jetstar passenger Haley Jefferys, thanking the flight attendant for her truly superlative service, was on the way yesterday to attracting 70,000 Facebook likes.
Jefferys flew Jetstar from Melbourne to Newcastle last Sunday with her two boys. The older boy is three and the other is a baby. During the flight, a flight attendant called Jessica went out of her way to be helpful.
But it was what Jessica did after the flight that really stands out. It’s a useful reminder that exceptional service stays in people’s minds and makes a big difference.
Here’s Jefferys’ public Facebook posting, which must have gladdened Jetstar’s heart:
On Sunday I flew home to Newcastle on the 12:00 flight from Melbourne. I was traveling with my baby and just turned 3 year old plus had all our luggage which was quite a juggle. Just before landing our flight was redirected to Sydney due to the Newcastle airport evacuation which worried me as I wasn’t sure how I would handle everything on my own to catch the buses which Jetstar had planned to get us to Newcastle.
During the flight, one of the air hostesses ‘Jessica’ was extremely helpful, coming and checking on myself and my kids and offering if there was anything I needed, even simple things like opening the 3 year olds food packaging.
Once we landed in Sydney I waited on the plane until everyone had gotten off as the kids had fallen asleep. Jessica approached me and asked where I lived and I told her the central coast (between Sydney and Newcastle).
Even though the buses were organized, they were not the ideal as they were still not going to get to Sydney for some time.
Jessica asked me if she would like her to help me get home on the train so I could get home sooner. She wasn’t catching the train home herself but she took some of my luggage and caught the train from the airport with me and the kids, and then put us on the correct train at central to get us home from the central coast. She found us a seat on the train and placed our luggage with us before disembarking the train herself to find her way to her own family.
She had no obligation to help us, but went above and beyond and I really feel that she needs to be recognized for this. I appreciated her so much and hope my message gets to her thanking her.
Jefferys’ wonderful endorsement has everyone talking.
A glance at Jetstar’s own Facebook page shows that not all of its customers are quite so happy.
A quick selection:
Deirdre Margaret. Jetstar filthiest aircraft ever. Showed the hostess the food on the floor and seat her reply was “well we have no time due to turnaround times. Disgusting.
Teeroy Leslie. Jetstar are a bunch of mongrels. No care for customers, cancelling flights and leaving passengers stranded. Evil company, poor customer service, unprofessional and uncaring. Will never fly Jetstar again!
Darren Burns If only Jetstar had not change my flight without explaination. Now, i am unable to travel as there are no return flights that evening. Will definately not be flying Jetstar, terrible experience.
And so on. Hopefully the Jetstar service that so delighted Haley Jefferys will prevail throughout the coming Anzac weekend.
Written by Peter Needham