Mum writes heartfelt letter to Jetstar and receives outpouring of support.
Shelley Baudoux was recently booked to travel with Jetstar from Melbourne to Launceston with her children. Sadly her Autistic son didn’t cope with the possibility of flying and Shelley had to change her plans at the very last minute. She wrote a post on the Jetstar Facebook page thanking them for their understanding and kind assistance.
I wanted to express my utmost appreciation and gratitude to your Melbourne staff I dealt with today……
I was travelling on JQ733 at 10.10am from Melbourne to Launceston with my 9yr old daughter and 10yr old son who has Autism….
After much planning and prompting, he would not walk out from the building to the runway to get on the plane… The staff there, two dark haired hostesses were very helpful trying to help me and a ground control man named Glen even came and spoke to my son and offered to let him wear his jacket to try and coax him onto the plane…..
We didn’t have any luck and the plane had to leave….. I assumed I had lost my tickets and all was lost but the hostess said she will switch us to the next available flight and seat us up the front…. She also said she will organise for us to try and use the lift this time…
We waited to board flight JQ735 at 11.55am and try again….
Again the staff went above and beyond to try and help get him on the plane….. They didn’t rush us, gave us plenty of time to talk him through it and were there every step of the way for me, my daughter and my son….
We got him on the lift and up to the cabin door but still no luck… He was very distressed and upset…. Not wanting to get on the plane…then the pilot, Cameron, took the time to come out, chat to my son and offer for him to take a seat in the cockpit once we arrived in Launceston…
I was totally blown away with their understanding, help and encouragement…
At no time whatsoever did I feel like I was holding anyone up…
And I’d like to especially mention the blonde haired hostess who travelled up and down in the lift with us… I wish I knew her name…she felt my pain… As a mum… Having to decide that we had to cancel this trip… And to have to tell my daughter that we can’t go visit her grandad in Tas… To watch her brave little face as she walked back down the stairs and back into the terminal… It was heartbreaking…
But that hostess, she stayed with us the whole time… She offered to take my daughter to Tas herself but that wasn’t an option….she came and took our boarding passes and assured us that we would get a full refund….. Totally unexpected….
And then she went and bought a lemonade for my son(his favourite)……
I was so overwhelmed and grateful for such understanding staff to help me during a gut wrenching, exhausting mind crushing experience….
I just wanted to say thank you…….
Jetstar Australia responded –
Thanks for taking the time to share your experience with us. I’m glad to to hear that our team were able to assist you yesterday with sensitivity and care. We work really hard to offer excellent customer service at every interaction, and it’s very rewarding for our team to be acknowledged by our customers to let them know what they’re getting right.
I can assure you that I’ve already passed on your kind words to our team at Melbourne airport and their managers. I know they’ll appreciate you contacting us.
I hope that you can get to Tassie to visit your family and we look foward to welcoming you all on board soon smile emoticon
Thanks – Anna”
Shelley has re-booked her flight, but sadly will travel with just her daughter, leaving her son at home with loved ones.
“Thank you Anna for letting the staff know how touched we were with their kindness and understanding…..
I have been able to re-book our trip and finally take my daughter to visit her grandad but sadly I have to leave my son at home with family which breaks my heart but it needs to be this way for now…..
The struggles and dilemmas special needs parents face on a daily basis is huge….all I wanted was to keep both my kids happy…..
And for now…. This is the only way to do that…
Jetstar responded with –
“Hi again Shelley. I’m glad to see that you and your daughter will still be travelling with us. If you could send us through a PM with your postal address, we’d love to send something through to Corey since he didn’t get to travel with us.”
The post has received nearly 1000 comments, over 24,450 likes and 1220 shares.
Such a great feel good story. We hope Shelley and her daughter enjoy their time with Grandad.
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