Jetstar faces backlash over 'callous' move: Disabled passenger and children with special needs stranded by flight cancellation
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Picture this: You're all set to embark on that dream holiday you've been anticipating. But just as you're about to take off, a stormy cloud of misfortune looms over your travel plans, and suddenly you find your flight cancelled.
Now, imagine the horror of finding yourself stranded, left high and dry by the very airline that's supposed to whisk you away to paradise. That's exactly what happened to some unfortunate travellers recently. And guess who was the culprit? None other than Jetstar.
Recently, over sixty travellers waiting eagerly to board their Melbourne-bound flight at Whitsunday Coast Airport in Proserpine, Queensland found themselves in a nightmarish situation.
Without any warning or provision for accommodation or alternative flights, Jetstar abruptly cancelled their flight, citing 'bad weather' as the reason.
These passengers included pregnant women, families, children with special needs, and a wheelchair-bound woman, all left stranded at the airport with no immediate options for shelter.
This didn't happen on a typical day—it occurred during the school holidays, which meant near-local hotels were already booked out.
Among those caught in this scenario was 68-year-old Kaylene Cooper. After spending three weeks in Mackay Base Hospital's intensive care unit for a cellulitis flare-up, the wheelchair-bound mum was heading home to Melbourne.
Her son, Travis Cooper, had flown up to Queensland to assist his mother and support her during the flight home.
'The doctors wanted mum to fly home and get her wounds dressing changed straight after the flight, but we've been at the airport now for more than 24 hours,' he recalled their experience to a news outlet.
It was close to midnight on Wednesday when news broke out that 'All flights were cancelled.' Left with no choice and no assistance from the airline, the stranded passengers, including Kaylene and Travis, turned the airport chairs and floor into makeshift beds.
Sadly, the airport turned 'home' was anything but comfortable, and Ms Cooper, who was already ailing and had a 'tough night', according to Travis.
Another left high and dry by Jetstar was Simon, who recounted how all attempts by passengers to find 'emergency accommodation' were thwarted by Jetstar's delay in communicating concrete next steps.
Initial consolations from Jetstar in the form of vouchers for airport food and beverages did little to pacify the stranded passengers, particularly since there was no clear indication of when the situation would be rectified.
Jetstar offered a statement explaining they were unable to fly an engineer to Proserpine amid bad weather to fix a malfunctioning plane. They also claimed an attempted special flight to Brisbane for stranded passengers was hindered by fog.
While Jetstar may have been grappling with unforeseen weather conditions and technical glitches, their handling of the situation leaves room for question.
'They just stalled and delayed, and a lot of people missed out on their own arrangements,' Simon said.
In an apology, the airline acknowledged the 'lengthy disruption' and 'uncomfortable night' passengers had to face, stating, 'We will always prioritise safety, and we thank everyone for their patience and understanding as we work really hard to get them on their way today.'
However, the faith of those who were abandoned that night seemed considerably shaken, and to them, the apology was too little too late.
Did you know that if an airline cancels your flight in Australia and leaves you hanging without a suitable alternative within a reasonable timeframe, you're entitled to a refund? Yes, that's right!
While it may require a bit of persistence and a sprinkle of patience, remember that airlines are obligated to honour Australia's consumer guarantees, regardless of any pesky internal hiccups they might be facing.
Have you ever found yourself navigating through a situation like this with an airline? How did you handle it, and what valuable lessons did you take away from the experience? We'd love to hear your stories and experiences.
Now, imagine the horror of finding yourself stranded, left high and dry by the very airline that's supposed to whisk you away to paradise. That's exactly what happened to some unfortunate travellers recently. And guess who was the culprit? None other than Jetstar.
Recently, over sixty travellers waiting eagerly to board their Melbourne-bound flight at Whitsunday Coast Airport in Proserpine, Queensland found themselves in a nightmarish situation.
Without any warning or provision for accommodation or alternative flights, Jetstar abruptly cancelled their flight, citing 'bad weather' as the reason.
These passengers included pregnant women, families, children with special needs, and a wheelchair-bound woman, all left stranded at the airport with no immediate options for shelter.
The airline reportedly failed to help the stranded passengers—about 60 in total—to secure alternative accommodation leading to them spending the night at the airport. Credit: Pexels/Pascal Borener.
This didn't happen on a typical day—it occurred during the school holidays, which meant near-local hotels were already booked out.
Among those caught in this scenario was 68-year-old Kaylene Cooper. After spending three weeks in Mackay Base Hospital's intensive care unit for a cellulitis flare-up, the wheelchair-bound mum was heading home to Melbourne.
Her son, Travis Cooper, had flown up to Queensland to assist his mother and support her during the flight home.
'The doctors wanted mum to fly home and get her wounds dressing changed straight after the flight, but we've been at the airport now for more than 24 hours,' he recalled their experience to a news outlet.
It was close to midnight on Wednesday when news broke out that 'All flights were cancelled.' Left with no choice and no assistance from the airline, the stranded passengers, including Kaylene and Travis, turned the airport chairs and floor into makeshift beds.
Sadly, the airport turned 'home' was anything but comfortable, and Ms Cooper, who was already ailing and had a 'tough night', according to Travis.
Another left high and dry by Jetstar was Simon, who recounted how all attempts by passengers to find 'emergency accommodation' were thwarted by Jetstar's delay in communicating concrete next steps.
Initial consolations from Jetstar in the form of vouchers for airport food and beverages did little to pacify the stranded passengers, particularly since there was no clear indication of when the situation would be rectified.
Jetstar offered a statement explaining they were unable to fly an engineer to Proserpine amid bad weather to fix a malfunctioning plane. They also claimed an attempted special flight to Brisbane for stranded passengers was hindered by fog.
While Jetstar may have been grappling with unforeseen weather conditions and technical glitches, their handling of the situation leaves room for question.
'They just stalled and delayed, and a lot of people missed out on their own arrangements,' Simon said.
In an apology, the airline acknowledged the 'lengthy disruption' and 'uncomfortable night' passengers had to face, stating, 'We will always prioritise safety, and we thank everyone for their patience and understanding as we work really hard to get them on their way today.'
However, the faith of those who were abandoned that night seemed considerably shaken, and to them, the apology was too little too late.
Did you know that if an airline cancels your flight in Australia and leaves you hanging without a suitable alternative within a reasonable timeframe, you're entitled to a refund? Yes, that's right!
While it may require a bit of persistence and a sprinkle of patience, remember that airlines are obligated to honour Australia's consumer guarantees, regardless of any pesky internal hiccups they might be facing.
Have you ever found yourself navigating through a situation like this with an airline? How did you handle it, and what valuable lessons did you take away from the experience? We'd love to hear your stories and experiences.
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