I have a favour to ask you. Below is an email which I had sent to Jetstar as well as the CEO, Alan Joyce of Qantas. But I still have not received any reply from them.
It’s very frustrating and I wish that I can do as much as I can, to ALERT SINGAPOREANS NOT TO BE CON BY JETSTAR.
Therefore I thought it would be also good if you could help circulate my email through your most popular Blog.
When I am writing this email to you, I can honestly tell you that I am still very scared, sick and having a serious nervous breakdown.
I am a Singaporean, currently living in Shanghai together with my husband who is working over here. I went back to Singapore for a two week vacation and booked a flight back to Hangzhou on
5 June ( Tues) Flight No: 3K 831
Arrival Time : 23:35 Hrs
The advertisement on the Jetstar official website stated that there is a shuttle bus service from Hangzhou to Shanghai, and also the headline shows Hangzhou (Shanghai), clearly indicating to passengers that by taking Jetstar Hangzhou flight, it will take you directly into Shanghai. See the advertisement as below, extracted from your website. Previously, there had not been a problem to me whenever I traveled on Jetstar to Hangzhou, and then took the bus service from there to Shanghai, BUT THIS TIME, MY WORSE NIGHTMARE BEGAN …..
I arrived on 5 June (Tues) at about 11.45 pm and after collecting my luggage, it was already past 12 midnight. After custom clearance, I headed towards the shuttle bus service counter. There was a man, smoking at the counter, asked me if I was alone and I replied ‘yes’. He said ‘wait for a while, and see how many people are taking this bus.’ We waited for nearly 1/2 hour, while the man kept asking those passengers on the same flight if anyone were taking the bus, but unfortunately, in the end, I turned out to be THE ONLY PASSENGER! The man turned to me and said ‘sorry, madam, I have to tell you that I am NOT TAKING YOU TO SHANGHAI, because you are the only passenger! It’s not worth the trip at all’. I was shocked and exclaimed ‘But it says Jetstar offers this shuttle bus service from Hangzhou to Shanghai! I wouldn’t have booked this flight or traveled on Jetstar, if this service was not in place!’ The man said ‘Well, you can complain to Jetstar as you wish, we don’t care. Anyway, I can honestly tell you that Jetstar’s contract with us expired in March, therefore, it is entirely our company’s decision whether or not to extend such service to you. So, I am going home to sleep now.’ The man left right away. I was petrified! Oh My God! What a situation I was in now, what could I do now, I thought to myself.
It was already nearly 1 am, and I was lost and wondering what I should do at the airport. I asked around at the airport if I could get a cab to Shanghai, but there WASN’T ANY TAXI at that hour, except 1-2 men who came by and told me that as the journey is rather far from Hangzhou to Shanghai; it would probably take them at least 5 hours to return to Hangzhou, therefore, they would have to charge me very expensive, i.e. approximately RMB2,000 (S$400)! They clearly knew that I was helpless and desperate to get a transportation home. Finally, another man offered me transportation to Hangzhou train station (the journey from the airport to the train station is approximately 1 hour) and charged me RMB400 (S$80), as I was alone.
On the way, alone in a private car, I WAS VERY VERY VERY SCARED. My imagination ran wild in the car. I had read lots of stories about single woman taking a ride in China, got robbed, raped and even worse, in Guangzhou, the Chinese killed the people and robbed their HUMAN ORGANS, such as lungs, kidney, eyes, skin, hair, and sell to the local hospitals! I was praying and constantly on the phone with my husband who was also worried hell a lot for me. The thoughts came flashing in my mind, what if I got killed by this man? I held on tightly to my bag and could hear my heart beat so quickly as though I was about to be attacked by anyone.
Finally, at nearly 2.30 am the man sent me safely to Hangzhou train station. At the train station, I was able to buy a train ticket to Shanghai, but UNFORTUNATELY ONLY THE STANDING TICKET, meaning, NO SEAT AVAILABLE, one has to stand all the way, from Hangzhou to Shanghai, on the 2-hour train ride. But this isn’t scary for me though, it was until I went on board the train, another NIGHTMARE began …… The train was filled with passengers, and indeed, there was no available seat. Majority of the passengers look like workers and mainly men. Most of them KEPT SMOKING INSIDE THE TRAIN, and I felt as though I was IN A GAS ROOM. When the ‘Gong An’ (China policemen) came by, I was pleased and thought that they would come and penalise those smokers as there were signs everywhere ‘NO SMOKING’ on the train. BUT, ironically, the policemen came WITH BOXES FILLED WITH CIGARETTES! THEY WERE SELLING CIGARETTES to the passengers on the train! Can you imagine, what a horrifying journey I had on the train – standing besides the toilet, while there were lots of men coming in and out of the toilet, whole train filled with smoke and sweaty smells from the workers and stinky toilets, I was coughing all the way through and praying that this journey would end as quickly as possible.
Finally, at nearly 5 am, I arrived at Shanghai. I took a cab from Shanghai train station and back to Xu Jia Hui, in the city of Shanghai. My husband was relieved that I made it SAFELY HOME!
When I saw the advertisement in your official website today, I felt so deceitful of your airline to state under ‘Customer Guarantee’ yadda yadda ….
‘Your safety is our highest priority’ – Whereas I was being dumped in a foreign country, without any helping hands. I was considered lucky that I hadn’t being robbed, rapped and got killed!
‘You also have our personal guarantee that your safety is always our highest priority.’ - If it’s your highest priority, you would have ensured that THERE IS A TRANSPORTATION IN THE MIDNIGHT FOR ALL PASSENGERS!
‘We strive to make every part of your experience with us uncomplicated, pleasant and enjoyable.’ – Indeed my experience with you was VERY COMPLICATED, FRIGHTENING AND NERVOUS BREAK DOWN UNTIL TODAY! I wasn’t able to sleep until today, since I returned home.
More comments from AG ….
In fact, this is the 2nd worst part of my experience, the first being, the whole plane was packed with PRCs, and I didn’t see any Singaporean at all. There were PRC Chinese men and women, young and old, children screaming in the plane, throughout the 5 hour journey.
I happened to sit next to a middle age woman, together with her son, around 18 years old. For the entire 5 hour, she went on and on, bragging to me how lucky her husband was, they became ‘rich’ after migrated to Singapore. Her husband first moved to Singapore in 2000, and set up a building contractor firm. The business became prosperous after he undertook the Sentosa Casino project, subsequently, railways, etc. He then speculated in property and bought at least 5 condos. After which, he applied for his whole family, including his wife, son, daughter, grandmum and granddad, etc… to migrate to Singapore and they become PR. She wish that ALL her relatives (she was from Hangzhou) could come to Singapore, talking as though how nice if the ‘entire Hangzhou’ could move to Singapore! She kept bragging to me how her ‘Foreign Talent’ husband was so easily accepted by the Singapore government because it seems her husband was so skillful and talented in his field, hence Singapore had got to take him on to become PR. As she was talking, I thought in my mind ‘that’s how FT influx into Singapore, because THERE WASN’T SINGAPORE TALENT, Singaporeans’ can’t build the Sentosa Casino, except the FTs. I looked around, her relatives were in the plane as well, talking loudly inside the cabin. Given that I was ‘stuck’ in my seat, otherwise I would have just open the door and leave; I can’t unless I open the aeroplane door and jump down the plane!
Also during my visit in Singapore, one day as I was on the public bus, I approached the driver who was in his mid 50s. I asked him, in Mandarin ‘Uncle, could you tell me where is the nearest MRT for this bus?’ The man blinked at me, kept quiet and pretended that he didn’t understand Mandarin. Immediately, I changed ‘channel’. This time, I spoke to him IN ENGLISH. Guess what, this man, 360 degrees changed, he smiled at me and said ‘two more stops from here’. What a drastic change, I thought. This has exhibited to me, a woman who has been living out of Singapore for 22 years, how local Singaporeans actually despise PRC Chinese. Well, I must say not all PRC Chinese are bad, but the sudden influx of huge number of FTs, it’s indeed hard for us to ‘love them instantly’. It takes time and patience for us to learn to compromise with them. Our Minister advised us to cook curry only when they ARE NOT AROUND, but in China Town, where there are a lot of stalls selling Sichuan flat white noodles, duck neck, frog legs, etc. heavy cooking in the public, how could the government justify this situation? I had had no choice but to stand next to the stall because there was a long queue at the money changer.
Thank you so much for all you have done for me.
Re: Jetstar, their representative from OZ called me last week. He apologised to me, however, still was adamant that what they are advertising on their official website is right. They proposed to compensate me a S$200 voucher which I am pleased with it. However, I insisted and reiterated they should amend their website so as not to mislead customers.
Once again thank you.