Jetstar and Qantas both unhelpful

After years of collecting Qantas frequent-flyer points, we finally had enough for our family to fly to Bangkok return. We paid an additional $50 a ticket to book over the phone to ensure we had everything right.

Imagine our horror 10 months later at the Jetstar check-in counter at Sydney Airport when we were told we could not fly because our passports needed six months' validity and the children's passports were eight days short.

I know it's our fault but you'd think they could give you this useful advice over the phone.

On the day of check-in, we received rude treatment from a Qantas staffer who said it was Jetstar's problem, despite the itinerary clearly being titled Qantas and the flights being booked on Qantas frequent-flyer points. With no help from them, we secured two new passports that day, thanks to two wonderful staff at the Sydney passport office, and flew to Bangkok the next day.

All this was aside from the irritation of having to pay for food and inflight entertainment on Jetstar over nine hours and where a blanket costs $8 to hire. In one experience, I have gone from Qantas advocate to critic.

- Stuart Cohen

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