[Waihekejo]

On May 29th I took my 1st flight with Jetstar departing Auckland for Melbourne. While at Auckland airport I injured my knee and the gate check in staff member was wonderful and got wheel chair assistance on my arrival at Melbourne. There was a lovely lady there to greet me but sadly for her and me the wheelchair was in the worst possible condition. Does not look good for people traveling with Jetstar and also not helpful for your staff having to push me (not small) around then collect my luggage. I felt really sorry for her.
Assistance (wheelchair) was also organised for my return flight on June 5th This time I had my son with me and once more the wheelchair was in bad condition. We just managed between us at the Melbourne end but Auckland was not good customer service. We were greeted at the plane with a wheelchair that was even worse than the previous two. The staff member pushed me to the end of the ramp and my son had our on board luggage to manage and to deal with everything ourselves. Collecting check-in luggage was a nightmare for my son. He had to deal with me in wheelchair and the trolley with luggage. Not a happy time for either of us. TO MAKE MATTERS worse my suitcase was LOST. This created issues all it own. Customer call center staff were - to say the least HOPELESS. It did not appear my details were entered into the system for at least 36 hours. I rang several times to see if there was any progress in finding it and I had to give the full details over and over again. I also asked for a phone call to confirm that it was being looked for and never got one. Several of the staff - well what can I say - I could not understand them at all. Understanding was seriously lacking. I got fed up and made some calls of my own to other providers and one of them gave me a mobile number of one of Jetstar Auckland Customer Care Agents - Bridget. She was outstanding. The only staff member I can speak highly about and hope she gets recoginised in some way. She found my bag and had it couriered to me. Thank you Bridget. One phone call I did receive was on Friday night when a message was left on my answer phone. What it says I will never know as the only word that myself, my husband and my son can understand is Jetstar. Even then we had to listen really carefully and several times to even get that. I am all for multilingual people but surely they have to be able to speak English well enough to be understood. I am in a customer service roll that is travel orientated and the service provided to me by Jetstar would NOT be acceptable under any circumstances.
I would appreciate a reply by a manager with assurances that this will not happen in the future. Not just for me but for all other assisted passengers.