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Our Bad Experience with Jetstar

Riyadh, Saudi Arabia
posts: 2
Our Bad Experience with Jetstar

Unfortunately On 7th Jul, we had a big trouble and very bad experience with Jetstar at Hong Kong airport. Our booking was from Hong Kong to Singapore on 7 Jul 2013 at 20:35 pm by Jetstar Asia ( booking # Y6CFNI ) . We went to Jetstar counter 3 hour in advanced to make check in. In addition, we had another booking from Singapore to Jeddah, Saudi Arabia on 8 Jul 2013 at 5 pm by Saudi Airline ( Booking # 050627023021). We planned to arrive Singapore as transit. We had a reservation for 3 rooms in Ambassador Transit Hotel T1 for 10 hour ( Booking # 5418t1, 5829t1, 5830t1 ). In the beginning when we made check in, we received our boarding pass. Then, the Jetstar staffs at Hong Kong airport asked for passengers conformity with their passport. Finaly, the Jetstar staffs pull apart our boarding pass and reject to allow us to travel to Singapore !! they had justified their action because we did not have visa for Singapore !

We informed them that we would travel to Singapore as transit so we do not need a visa. We informed them that when we traveled from Saudi Arabia to Singapore on 24 June, we receive a visa for 1 day from airport to transfer our baggage. Even that, they reject to allow us to travel to Singapore by our booking on Jetstar. They were very rude with us. In addition, they were careless about our situation and our other reservations. We lost our non-refundable booking from Hong Kong to Singapore by Jetstar ( booking # Y6CFNI ) .We lost our non-refundable booking from Singapore to Jeddah by Saudi Airline (Booking # 050627023021). We were forced to cancel our booking for Ambassador Transit Hotel. As a result of Jetstar rejection to travel to Singapore, all our reservations were canceled. We were forced to pay HKD 80,992 which was the fees of alternative reservation ( for 8 adults) to travel to our home by Qatar Airways on 8 Jul ( Booking # GP64NB ). Finally, my family suffers a lot as a results of how Jetstar staffs in Hong Kong airport dealing with us.

In fact,I need to know how we can complaint Jetstar ??

southern england
posts: 211
reviews: 31
1. Re: Our Bad Experience with Jetstar

Not sure what visa requirements are needed , but if you did need a visa .....then be prepared to get a lashing on here.If you ,on the other hand ,did in fact not need a visa, then i would try to claim back on your travel insurance.

Darwin, Australia
Destination Expert
for Darwin, Kakadu National Park
posts: 2,117
reviews: 156
2. Re: Our Bad Experience with Jetstar

According to the Singapore Ministry for Foreign Affairs residents of Saudi Arabia require a visa to visit Singapore they are in the Assessment Level 2 group of countries.

Jetstar is a point to point carrier only so you eventually would have to go out of the transit area to pick up your luggage again and then check in with Saudi Arabia. If you had the visa then you could stay at the Transit Hotel and next morning go out and pick up your luggage from the Lost and Found area I think, been a while since I used it and continue on the second stage of your trip.

Queensland
posts: 567
reviews: 132
3. Re: Our Bad Experience with Jetstar

Agree, Saudi passport holders require a Visa to enter Singapore. I understand that as Jetstar are a low cost carrier with no connection to Saudi Air you would be required to "enter" Singapore to claim your luggage and re check. This is in no way the fault of any airline but sadly yours for not ensuring all entry requirements are met before you travel. It is ultimately up to the individual traveller to ensure they have appropriate visas for this. I'm sure when booking your flights you would have read and agreed to the conditions. The staff at Jetstar in Hong Kong were only doing their job. If they allowed you to travel to Singapore without a visa they would be liable for returning you to Hong Kong. This proves as a reminder that when transiting using multi airline tickets you may need a visa for countries you pass through. Sorry but I don't think Jetstar are at fault here.

Portland, Oregon
Destination Expert
for Air Travel
posts: 16,593
reviews: 5
4. Re: Our Bad Experience with Jetstar

AlKadi_2013,

Sorry but the others are correct, and so was JetStar. And you've just experienced another downside of traveling an itinerary on separate unconnected tickets.

mfa.gov.sg/content/…overview.html

Saudi nationals do require a visa to enter Singapore. And, as SIN was the final destination on your JetStar ticket, they had to check your eligibility to enter Singapore. All airlines do this against an IATA database (called TIMATIC). Had they not done so, and you had been denied entry, JetStar would have faced a heavy fine for transporting an undocumented person, and the cost of transporting you back to HKG.

It does appear that Saudi Arabian Airlines may have provided you a service to furnish you with a temporary visa on the outbound. But that is not mandatory on the airlines, and indeed in some cases that doesn't end up working out, as this recent thread testifies - tripadvisor.com/ShowTopic-g1-i10702-k6652243…

JetStar doesn't do that, and so it was up to you to obtain the required visa for that flight.

The moral of this is (a) always check yourself on the entry requirements for a country (I'd do it even if on a real connection in case of irrops) and obtain the visas yourself, and (b) be extra wary of separate tickets.

Good luck next time and safe travels.

5. Re: Our Bad Experience with Jetstar

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6. Re: Our Bad Experience with Jetstar

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7. Re: Our Bad Experience with Jetstar

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8. Re: Our Bad Experience with Jetstar

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9. Re: Our Bad Experience with Jetstar

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