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Apr 24, 2010
Stranded in HK, but airline not liable
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I AGREE with Mr Jason Ong's view that consumers deserve better rights ('Clients need better rights'; April 16).
My family of six bought tickets to Macau from Jetstar Asia, but due to misty weather, the plane landed in Hong Kong. The crew disappeared after leaving us stranded at the airport. Passengers were told by airport staff to either check out from the airport or buy ferry tickets to Macau the next morning without checking out. There was not a single airline representative around to answer our questions.
As our destination was Macau, we had no choice but to sleep overnight in the restricted area. When we bought the ferry tickets the next morning, we had to ask around which belt our checked-in luggage was on, so it could be transferred to the ferry. We were left to manage everything on our own.
Back in Singapore, when I tried to claim the ferry costs from Jetstar, I had to wait 45 minutes on the phone to speak to a staff member, who told me to write to a post office box address. Jetstar has no e-mail address or office in Singapore. The reply from Jetstar informed me that my claims were rejected because its general conditions of carriage exclude it from liability.
I understand the plane had to land in Hong Kong due to weather conditions, but the least the airline could do is compensate us for the ferry tickets from Hong Kong to Macau and have staff around to help passengers make a smooth transfer.
Another budget airline also landed in Hong Kong instead of Macau. It treated its passengers the same way as Jetstar did. However, one outspoken male passenger made such a scene that the airport police were called in. He demanded that airport personnel liaise with the airline representative to arrange and pay for ferry tickets to Macau. Other passengers supported him and started to shout as well. Finally, they got their ferry tickets and airport personnel helped them check in to the ferry.
We thought it unbecoming to settle the matter in this way, but Jetstar had the last laugh as it got away with it when we tried to settle the matter in a civilised way.
Pei Chiu Eng (Madam)
Stranded in HK, but airline not liable
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I AGREE with Mr Jason Ong's view that consumers deserve better rights ('Clients need better rights'; April 16).
My family of six bought tickets to Macau from Jetstar Asia, but due to misty weather, the plane landed in Hong Kong. The crew disappeared after leaving us stranded at the airport. Passengers were told by airport staff to either check out from the airport or buy ferry tickets to Macau the next morning without checking out. There was not a single airline representative around to answer our questions.
As our destination was Macau, we had no choice but to sleep overnight in the restricted area. When we bought the ferry tickets the next morning, we had to ask around which belt our checked-in luggage was on, so it could be transferred to the ferry. We were left to manage everything on our own.
Back in Singapore, when I tried to claim the ferry costs from Jetstar, I had to wait 45 minutes on the phone to speak to a staff member, who told me to write to a post office box address. Jetstar has no e-mail address or office in Singapore. The reply from Jetstar informed me that my claims were rejected because its general conditions of carriage exclude it from liability.
I understand the plane had to land in Hong Kong due to weather conditions, but the least the airline could do is compensate us for the ferry tickets from Hong Kong to Macau and have staff around to help passengers make a smooth transfer.
Another budget airline also landed in Hong Kong instead of Macau. It treated its passengers the same way as Jetstar did. However, one outspoken male passenger made such a scene that the airport police were called in. He demanded that airport personnel liaise with the airline representative to arrange and pay for ferry tickets to Macau. Other passengers supported him and started to shout as well. Finally, they got their ferry tickets and airport personnel helped them check in to the ferry.
We thought it unbecoming to settle the matter in this way, but Jetstar had the last laugh as it got away with it when we tried to settle the matter in a civilised way.
Pei Chiu Eng (Madam)
