It's no secret that travelling is one of the luxuries our members often look forward to. After all, the allure of discovering new places, meeting fascinating people, and making memories to last a lifetime is just too good to pass up.

But with the increasing costs of travel nowadays, it's more important than ever to make smart choices about the when, where, and how of our adventures.

Unfortunately, when it comes to travelling within Australia, it can often feel like a gamble, especially when one particular low-cost airline has a penchant for cancelling flights and leaving travellers high and dry.

Based on the report, Jetstar's cancellation rate exceeds more than twice that of other airlines. Source: Jetstar

An Australian Competition and Consumer Commission (ACCC) report has recently revealed that Jetstar is 'notably worse' than other airlines for flight cancellations. The ACCC report stated that, as a whole, the industry cancelled 3.9 per cent of flights in April 2023, with only 71.8 per cent of flights arriving on time.

While we understand that no airline can have a perfect record, it's still disheartening when Jetstar—a Qantas-owned airline—has significantly higher cancellation rates than its competitors.

According to the ACCC report, Jetstar cancelled just over 8% of its flights in April, which is more than double the rate of other airlines. On the list of airlines with the lowest cancellation rates were new Aussie airline Bonza (0.5 per cent), followed by Rex (2.8 per cent), Virgin Australia (3.1 per cent), and Qantas (3.3 per cent).

In addition to its cancellation record, Jetstar also struggled with on-time performance over the past year. Only 59.7% of its flights arrived on time in April 2023, while other airlines, such as Qantas and Rex, boasted on-time performances of 78.4% and 73.2%, respectively.

While it's only fair to mention that Jetstar has reportedly made significant improvements in punctuality and reliability since April 2023, it raises the question of how many inconvenienced passengers it took for the airline to make these changes.

Jetstar's Investments in Enhanced Customer Experience and Operational Efficiency​

Acknowledging their shortcomings, Jetstar has since invested in new aircraft, hired more staff in customer service, engineering, and operational roles, and upgraded its systems and processes to improve punctuality and overall customer experience.

One such investment is the Airbus A321neo LR, of which Jetstar is set to receive another 11 by the end of 2024, bringing their next-generation fleet to 18. Check-in and baggage drop times for Jetstar flights have also been adjusted to ensure smoother operations and, ultimately, a higher likelihood of on-time departures.

No one wants to deal with last-minute cancellations, especially seniors who plan their trips meticulously and may have health conditions or mobility issues that need to be considered. While we applaud Jetstar's efforts to improve their services, it's imperative that travellers – particularly those with specific needs – be cautious and consider their options before booking with an airline with such a history of cancellations.

Key Takeaways

• The ACCC report reveals Jetstar to be the worst airline for cancelled flights within Australia.
• Qantas-owned Jetstar was 'notably worse' than other airlines, cancelling just over eight per cent of its domestic flights in April.
• The report investigated the on-time performance of various airlines, with Jetstar struggling over the last year, having only 59.7 per cent of its flights arrive on time in April 2023.
• Jetstar has acknowledged the need for improvement in punctuality and has taken measures like investing in new aircraft, recruiting more staff, and upgrading its systems and processes.

Furthermore, the ACCC, along with CHOICE and the Australian Lawyers Alliance, has suggested introducing a compensation scheme requiring airlines to reimburse passengers for any cancelled or significantly delayed flights. While similar schemes exist in the UK, Europe, and Canada, Australia currently lags behind in offering compensation to passengers.

Tips For Dealing With Flight Cancellations Or Delays​

Stay prepared to handle disruptions effectively. Image from Shutterstock

While we cannot avoid the risk of flight cancellations or delays, we must be prepared and arm ourselves with the knowledge and tools to handle such disruptions effectively. Below are a few tips to ensure that your travel plans remain as smooth as possible:

1. Stay informed: Keep an eye on your flight status and subscribe to email or SMS alerts from your airline. Many carriers offer this service, which will notify you of any changes to your flight.
2. Be proactive: If you suspect a flight cancellation or delay, contact your airline immediately to gather information and discuss your options. The earlier you tackle the problem, the better your chances of rescheduling your flight or securing a refund or voucher.
3. Familiarise yourself with your rights: Knowing your consumer rights regarding cancellations and delays is important. For instance, in Australia, airlines are not legally obliged to compensate passengers for cancellations resulting from adverse weather conditions or other causes beyond their control.
4. Travel insurance is your friend: An excellent travel insurance policy can be a lifesaver regarding cancelled or delayed flights.
5. Pack a 'flight survival kit': Include essential items like medications, important documents, snacks, and a charged power bank for your electronic devices in your carry-on.
6. Be strategic with your bookings: Avoid booking the last flight of the day, as cancellations or delays of earlier flights can impact your travel plans. Also, consider booking direct flights or opting for layovers at airports with better reputations for on-time performance.

We hope changes in the industry will encourage airlines like Jetstar to prioritise the needs and expectations of travellers, so we can all continue to explore the wonders of Australia with ease and confidence.

In conclusion, dear members, please stay informed and make wise choices when planning your next holiday. Consider not only the price but also the dependability and customer service quality of your chosen airline. Our adventures and memories are precious, so let's not gamble with the quality of our experiences. Safe travels!

Members, we invite you to share your past experiences with flight delays. We would appreciate hearing your stories and opinions on how airlines can effectively address and minimise delays. Feel free to share your experiences in the comment section below.

 

[Wandiwa]

I've worked at one of Aust large airports and got to see what the public doesn't.
One of the main reasons Jetstar had cancelled flights when I worked there was ...
They rostered the exact number of flight crew to each flight, remember its a budget airline and dollars count, one crew member calls in sick, the flight doesn't go.

 

[Kaylee]

Used them once, never again.

 

[Ezzy]

How does a Leopard change it spots?