Jetstar passengers’ nightmare from 4 a.m. after their flight from Bali was canceled twice: ‘It’s infuriating’
An elderly couple were stranded in Bali after their Jetstar flight was turned back an hour later and canceled three days later.
Andrew Allison’s parents, Francis, 82, and Anne, 79, flew from the UK to attend their granddaughter’s wedding on the Indonesian island before heading to Australia.
They were on flight JQ38 on April 13, which was due to arrive in Sydney 30 minutes before their son and other family members landed on a Garuda flight.
But the flight returned to Denpasar an hour after the flight due to a technical glitch, leaving the couple stuck in Bali for another three days to cancel the rescheduled flight.
Their son Andrew has since described his parents’ nightmare on Facebook.
“They were stuffed and eventually dumped at 4 a.m. the next morning at a hotel a fair distance from the airport, and given meal coupons valid only in the departure lounge at the airport, 20 minutes away,” Allison wrote.
A Sydney man has described his elderly parents’ nightmare involving Jetstar. Pictured is Ngurah Rai International Airport in Denpasar
His parents were told the next morning that their flight would be moved to Saturday evening.
“Jetstar even tried to get them to pay for the airport transfers,” Mr Allison added.
“Dad is 82. Mum is 79 and they are both so exhausted that they both got sick.
“We’re in constant contact, but it’s annoying that we’re not there to help.”
“After a long journey from the UK to Bali to attend their granddaughter’s wedding in Tabanan, they have been looking forward to this, which may be their last chance to travel down to visit friends and family.”
Mr. Allison told news.com.au passengers had to wait in line for four hours after the plane returned to Bali and were denied access to their luggage to organize alternative flights.
“They had to go out and buy their own food. It was easily five in the morning at that point and they were exhausted, anxious and confused,” he said.
“My father has existing health problems. He’s diabetic and had his insulin in a refrigerated pack, but actually skipped it because he didn’t want to risk running out during the time they had to queue.’
Flight tracking data shows that flight JQ38 will return to Bali an hour after the flight on April 12
He also claimed that the departure times of the same flight were changed four times before his parents arrived in Bali.
When his parents arrived at Denpasar airport last Saturday night for their rescheduled flight, they found their flight was delayed on arrival and canceled for “operational reasons.”
By sheer luck, his parents ran into their granddaughters and friends at the airport on their way home on a Garuda flight and also managed to get on the same flight to Sydney.
Mr. Allison is now seeking compensation for his parents.
“I will take this as far as necessary as our contribution to stamping out this kind of abuse (and yes, this is exactly what it is) perpetrated by Jetstar and others who think they have us all over a barrel,” said he. sworn.
It is understood that JQ38 was put into flight an hour later on April 13 due to a warning light indicating a possible problem with the aircraft’s hydraulic system.
Our pilots followed standard procedures and the plane landed normally. Safety is our number one priority and we will always take all necessary precautions in these situations,” said a Jetstar spokesperson.
Andrew Allison is now seeking reimbursement from Jetstar on behalf of his parents
“Unfortunately, the couple’s new flight was delayed due to the incoming plane arriving late and then canceled because a crew member was unwell”
“We understand that this would have been an exhausting and frustrating experience for Mr. and Mrs. Allison and sincerely apologize for what happened.”
“We have tried to reach out by phone and email to apologize directly to Mr. and Mrs. Allison. Our customer team will continue to reach out to them about their out-of-pocket expenses.”
Daily Mail Australia has contacted Jetstar for further comment.