Jetstar apologises for flight delays, cancellations and baggage chaos

SINGAPORE - Low-cost carrier Jetstar has apologised for the inconvenience caused to passengers in the past few days over flight cancellations, delays and luggage problems.

According to The Straits Times, more than a thousand passengers have been affected since the airline had switched to a new check-in and baggage handling agent this week.

At least 6 flights were cancelled on yesterday and Thursday; and 8 other Singapore-bound flights were delayed for 1 to 16 hours yesterday, reported Chinese evening daily Lianhe Wanbao.

Passengers who arrived at Changi Airport on Thursday reportedly had to wait up to 5 hours to collect their baggage, said the Wanbao report.

An airline spokesman told ST: "This is an ad-hoc situation and the Jetstar team is working closely with our new partner to minimise any further impact on our operations and additional resources have been added.

"As the team has transitioned, there have been some delays to flights and passengers receiving bags, and Jetstar apologises sincerely for any passenger inconvenienced."

However, the spokesman did not give details on how many passengers or flights were affected in total.

On its website, Jetstar said on Thursday that travellers who could not pick up their bags would have them delivered to their preferred addresses.

But the delays have frustrated many, who took to Jetstar's Facebook page to air their grievances.

According to ST, aviation analyst Kenny Tan, 25, who waited for at least 2 hours in a Jetstar plane to Melbourne yesterday, said: "I'm not in a big hurry... but they could have been more efficient."

Another passenger Cara Roberts lamented that there was no communication from the airline. She posted: "Luggage collection at Changi Airport after flight 3K594 from Phnom Penh - absolute disaster, no communication, no justification, just queued for 2 hours to drop off a form...Absolutely appalling!"

Jetstar said in a Facebook post on Oct 16: "We are working hard to have everything running smoothly again soon and would like to thank everyone for their patience."

It also advised customers with no checked baggage and no visa restrictions to check in at home with Jetstar's Straight-to-Gate service or use the self-service kiosks and bag drops to check-in and drop off their bags.

According to ST, affected Jetstar passengers will receive flight vouchers.

maryanns@sph.com.sg