Public pressure forces some decency out of offensive QANTAS subsidiary

Too bad if you can't get a major newspaper to give big publicity to your complaint, though

Jetstar has suspended a gate attendant who allegedly abused a female passenger and had her thrown off a flight and apologised for the airline's "unacceptable" response to the woman's complaint.

Mesha Sendyk was removed from a Sydney to Gold Coast flight earlier this month for allegedly shouting at a gate attendant and getting on the plane without a boarding pass. Ms Sendyk, 42, complained to the airline, alleging she was abused by the staff member in front of her six-year-old daughter and had her boarding pass snatched away during a highly-charged exchange with the man.

The airline's customer care manager responded to Ms Sendyk's complaint with an offer to refund her airfare, an accusation she behaved in an "unruly, disruptive or violent" manner and a threat to ban the Byron Bay-based artist from all Jetstar services in future.

But two days after the incident came to light, a senior airline executive phoned Ms Sendyk to tell her the gate attendant had been stood down. "[Jetstar group general manager commercial David Koczka] apologised repeatedly about [the attendant's] behaviour and [customer care manager] Michael Mirabito's letter," Ms Sendyk said. "He said 'I think what happened was terrible for you and then when we responded to your attempt to reconcile, the response we gave was just unacceptable'."

A Jetstar spokesman confirmed the gate attendant had been suspended pending an internal investigation into the incident. "Senior management have taken this matter seriously," the spokesman said. [About time] "We've spoken directly to the customer and apologised for the incident that happened at the gate." "We have very good customer service, we've got very strong passenger growth - we're the fastest growing airline in the region. "We stand by the fact we're an organisation that's proactive and takes these things seriously." [Really?? Not much sign of it]

Ms Sendyk said she was tremendously hurt by the airline's initial response to her written complaint, as well as further accusations, levelled through the media, that she was at fault. "I can't say I'm happy with the whole thing but I think their assurance that he's no longer going to be in a position where he can victimise members of the public is good," she said. "It hasn't been pleasant but I'm happy with the response.

SOURCE