Consumer New Zealand is warning Jetstar passengers they should arrive at the airport an hour before they fly – not the half-hour stipulated by the airline – or risk missing the plane.
The airline has flown into a storm of complaints since it started domestic flights here two weeks ago, as Kiwis struggle with its tough check-in policy.
It has been a bumpy start for Jetstar in New Zealand – some days five out of 10 flights have been late, and there was more of the same today.
David Oliver knew about Jetstar’s punctuality problems before his flight was delayed.
“I would suspect it is something you get with an airline that has just started up,” he says.
“A few teething problems.”
But passengers on Saturday were less than understanding when they went to check-in for their Auckland to Wellington flight but were stopped.
Some missed the All Blacks-France test, and Kris Hyman was one of a group of DJs who could not make it to their gig.
“I would fly with any other airline in New Zealand regardless of cost versus Jetstar – even if it’s free,” says Mr Hyman.
“That sort of customer service is unacceptable.”
Jetstar says its staff waited until the flight was 30 minutes from leaving and then closed check-in.
The airline says it is standard practice and staff tried to find anyone still queuing at check-in.
“These passengers have missed their flight because they missed our cut off time,” says Head of Customer Service Mary-Lou Cann.
“At the end of the day we don’t want people to miss their flights. We’re an airline.”
Jetstar admits it has had problems with delays but will not relax the 30 minute rule – it says it stops late-running passengers holding up planes.
It is not just passengers who have problems with Jetstar. Consumer NZ says it has concerns about the way the airline operates its check-in.
Consumer Chief Executive Sue Chetwin says New Zealanders expect to arrive at the airport around half an hour before flying.
“Clearly Jetstar are not operating in that way and I think you need to be there an hour before so that you can meet their check in procedure,” says Ms Chetwin.
“They need to be a lot clearer on that.”
Ms Chetwin says passengers have two other domestic airlines to choose from if they do not like Jetstar’s check in rules.
3 News