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Jetstar / encounter with rude employee

1 Melbourne, Victoria, Australia

It is with regret and dismay that I find myself having to send this email on behalf of myself and 3 other passengers who travelled on your airline yesterday. Regret, that we were subjected to the rudeness and abruptness of one of your frontline employees, and dismay, that someone of her calibre is representing your company.

Her name is Karen. As we were approaching your check in, she announced that the gates were now open for passengers travelling to Perth and Sydney. As I was already there, having waited for 2 hours with my children in a coffee shop, as we had already flown from Launceston, I was very rudely told to "stay to one side to allow for other passengers who had been waiting for hours."
I didn't even bother to explain to her that I too had had a long journey travelling from Wynyard at 6am to depart from Launceston at 9.50, arriving in Melbourne 10.50, waiting the 2 hours and 20 minutes before the allowed 2 hours prior to departure. It wasn't the fact of allowing other passengers to pass me by that firstly upset me, but the fact that she assumed I had just arrived and the way in which she spoke to me.
The next problem was, an elderly couple in front of me became confused and disorientated with the check in process, with the elderly gent placing his bag down and sitting on it briefly, holding up the queue. Then I heard Karen bark from behind us, "what's going on up there, keep moving". It had been my intention to help the couple, I had asked if they were alright but was kept moving with the urgency of her bark. Another male passenger behind me in the queue had told me that he had encountered her before and that she was always this rude and aggressive. I believe he complained about her to one of your male managers just after that.
I asked another of your employees, a brunette female what her name was. She asked why, so I told her that never before had I encountered such rude behaviour from airline staff. Her response was, "Don't take it personally, we're just under a lot of stress." I told her that I do take it personally being a paying customer and that I would indeed be making a complaint.
Karen then proceeded in giving me filthy looks for the rest of my time in line. Karen was then moved to the baggage check in, which under no circumstance was I going to be confronted by her again, letting another passenger go before me to avoid this.

I am incredulous to the fact that so much money is spent on advertising, and yet being confronted with such a negative exchange, only sours the whole Jetstar experience.
I too work in the customer service industry and have done so in varying roles over the past 35 years. Never, would I behave in such a manner as to tarnish the image of the company I worked for as Karen did yesterday.
Perhaps Karen would benefit from further customer service training or placed in a position where the paying customer is not subjected to her hostility.

My booking reference number is DEBEMX if you should need validation of my flight information.


Regards,

Helen McAlister

He
May 5, 2013

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