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Jetstar has said it will have all its 11 787-8s back flying by the end of this week after a freak series of events grounded multiple aircraft.
The airline has cancelled a number of Bali flights over the last few weeks after its fleet was affected by “multiple” lightning and bird strikes, as well as debris on the runway affecting another.
Chief operating officer Matt Franzi told The Australian the business has been “working around the clock” to fix the problems and apologised to customers for “a really frustrating time”.
“We’ve been sending engineers and customer teams around the network, including to overseas ports, and we have also been really creative and resourceful in sourcing spare parts despite global supply chain issues,” said Franzi.
“Everyone who has had a flight cancelled has been offered an alternative flight, and most are now home.
“For those still overseas we’re helping with accommodation, meals and other expenses, including transport to the airport and other costs on a case-by-case basis.”
Earlier in September, its 787s registered VKA, VKB, VKI, VJK and VKL were out of action, however, now all but VKB and VKL are back in the sky.
Jetstar only restarted its popular service to Bali in March after a two-year COVID-19 pause. The island is the carrier’s most popular international destination, and a ticket sale to mark the restart saw the business’ biggest surge in bookings since 2016.
Pre-COVID-19, Jetstar operated up to 85 return flights per week to Bali, carrying more than 2 million customers annually, and contributing an estimated $2 billion Australian dollars to the local Balinese economy.
The airline initially flew from the Victorian capital three times per week, before adding Sydney, Perth, Brisbane, Adelaide, Cairns, and Darwin.
Indonesia dropped mandatory quarantine arrangements to Bali on 8 March and re-introduced its visa-on-arrival process for travellers from Australia and 23 other countries.
The good news for Jetstar comes as sister airline brand Qantas is beginning to turn around its recent poor customer performance.
New data revealed this month revealed its on-time departures leapt from 45 per cent in July to 62 per cent in August while cancellations dipped from 5.6 per cent to 4.7 per cent.
Across the entire industry in August, on-time arrivals stood at 68.5 per cent and departures at 68.8 per cent, compared to 55 per cent and 54 per cent, respectively in July.
The news comes after Qantas chairman Goyder mounted a strong defence of both Qantas executives and CEO Alan Joyce after recent criticisms.
Gab
says:Adam,
Your article seems very kind to Jetstar and rather less so to its customers, much like the airline. These issues have been going on for weeks and months in case of the main lightning strike. Jetstar have a rolling litany of ‘ dog ate my homework excuses’. The simple solution is to, knowing one plane at least is seriously out of action, wet or dry lease planes. Get some qantas planes out of storage etc. One reality is they have cancelled 6 of the last 13 Syd – Hon flights as just one example. That includes the three at the start of the NSW school holidays just in the last days. A credit or next flight, when you cancel the next two is useless and has ruined many a holiday.
Certainly, stuff happens but that is why you are an airline, you are supposed to handle it. It is part of doing business. The cultural issue is Jetstar are focused on their planes, excuses and heroic efforts ( of self-praise ) but not their customers. They are two different things. If you tried to leave Sydney all this week, you didn’t, holiday ruined. FOD, birds etc are not an everyday event but far from unique. Jetstar even said this week to elicit sympathy for them that ‘ as it is school holidays it is REALLY hard to rebook our passengers ‘. Gosh what a revelation, school holidays are busy! Creativity in sourcing parts….. gosh round of applause from the stranded passengers.
This has been going on for months and the one and only thing they will not do is hire a plane to actually move their passengers. All solutions are on the table, unless it costs them money that is. Yes it takes time to hire planes or get one out of storage, but it is months now.
They sold tickets to planes they imaged would be flying with no plan B. Well they did have plan B, just cancel and offer a credit, who cares the passenger’s holiday is ruined and they can’t just fly on two weeks when kids are back at school.
Poor Jetstar, you would think they are the victims
Steve
says:Just curious to know how Jetstar gets affected by ‘Multiple’ bird, or lightning strikes, & yet other airlines here & elsewhere were never affected??
James Smith
says:VKB returned to service today operating JQ43 from Melbourne to Denpasar.