Jetsgo has more complaints than ever.

[Canus Chinookus]

Traveller gripes add to Jetsgo growing pains
Number of grievances against discount carrier soar to second behind Air Canada
By BRENT JANG

Tuesday, March 1, 2005
Updated at 2:50 PM EST

TRANSPORTATION REPORTER

Travellers' complaints about fast-growing Jetsgo Corp. more than tripled last year, while rival WestJet Airlines Ltd. maintained its consumer-friendly reputation, new statistics show.

The federal Air Travel Complaints Program received 160 complaints in 2004 about Jetsgo, an upstart discount carrier that began operations in mid-2002. In 2003, consumers griped to Ottawa about Jetsgo 46 times.

By contrast, Calgary-based WestJet was the subject of 11 complaints last year, up from seven in 2003. WestJet started flying in 1996.

Jetsgo's rapid expansion over the past 32 months has been accompanied by growing pains, airline spokesman Brad Cicero said.

"The last thing we want is customer complaints, but they'll happen in the course of business," he said. "When you add new destinations, there's lots to learn. We're getting a better handle on dealing with the consumer."

Mr. Cicero said Montreal-based Jetsgo is stepping up efforts to improve customer service, beefing up staff at airport counters and adding operators at call centres.

Last year, the total number of complaints filed with Ottawa against domestic and foreign carriers rose 4 per cent to 1,105, according to preliminary statistics. Of that total, there were 880 complaints about Canadian companies, or a 10-per-cent increase from 2003.

Air Canada, the country's largest airline, led the way with 472 complaints lodged against it last year, down from 486 in 2003. Toronto-based Skyservice Airlines Inc., which runs charters, was the subject of 110 complaints, up from 83, while passengers named Montreal tour operator Transat A.T. Inc. in 75 cases, down from 107. The program received four complaints about Halifax's CanJet Airlines last year, compared with five in 2003.

Jadrino Huot, a spokesman for the Canadian Transportation Agency, which oversees the program, said passengers who don't get disputes resolved to their satisfaction with an airline are encouraged to file complaints with the government's air travel watchdog.

The program seeks to help resolve disagreements through mediation.

Details about last year's statistics have not yet been released by the agency, but in the past, there have been common gripes about delayed or cancelled flights, lack of apologies after poor customer service and inadequate compensation for lost or damaged luggage.

Ottawa created the complaints program in mid-2000, after a flood of grumbling about service provided by Air Canada after its takeover of Canadian Airlines International Ltd. The acquisition raised concerns about Air Canada having too much clout in the domestic market.

Former National Hockey League referee Bruce Hood served a two-year term as the first air travel complaints commissioner. Liette Lacroix Kenniff, a former manager at the International Air Transport Association and Air Canada, completed her two-year term last September.

Ottawa has opted to leave the commissioner's job vacant, but is keeping the program operating for at least another year with more than 20 staff. Last week's federal budget cut the commissioner position, which was paid between $139,500 and $164,100 a year, and the program is slated to be scaled back in the 2006-07 fiscal year as part of a belt-tightening initiative.

According to the federal budget: "Recent increases in airline competition have reduced need for a dedicated airline complaints commissioner." However, it added that "the Canadian Transportation Agency will continue to have a complaint management function."

[Loud&Dirty]

I'm not promoting or defending any particular airline but stupid people make stupid complaints. How many of these complaints to Ottawa are actually real worth while complaints? I'm sure there are many valid ones but I can't believe every single complaint counted for any airline is valid. I'm talking about, for example, someone trying to cash in on a free coupon by complaining about being late to destination mean while having had to deice or something to that effect.

[wingnhut]

It comes as no surprise to me that Jetsgo's complaints soared last year. I am surprised that Air Canada still managed to hold onto top spot. Keep up the good work Jetsgo, you'll win this year for sure!

[Tibor]

How are people complaining??? They're only paying 1$ for a flight....and I heard today it's dropping to 1 cent for some routes.

[complexintentions]

When will people get it? Compared to price....SERVICE DOES NOT MATTER!

JetsGo could easily make Number 1 next year in complaints but you know what? Their planes will still be flying around full if they have the lowest ticket price!

If the WestJetters need to feel morally superior or something due to less complaints, well I guess they'll be able to. But with this new (not improved) "business model"....it's completely, totally irrelevant.

The flying public has been taught (in Canada, ironically by...you guessed it..WestJet, primarily) that air travel is cheap and that the Walmart approach (base it on PRICE, not COST) is the way to go.

Wake up! When a company operating F100's reportedly being currently acquired for approximately a million a piece, are competing with a company operating -700NG's leasing for what...30 mil? 35 mil??, do you really think that "complaints" or "service" matter? Sure, there will always be a few people who vow to never fly Airline X after a particular bad experience. And a even smaller few of those, may actually stick to it. But if you have the choice of paying $1 or $129 on the same flight, well...NO ONE CARES what's painted on the tail.

[Schlem]

... But if you have the choice of paying $1 or $129 on the same flight, well...NO ONE CARES what's painted on the tail.

I think things are changing...

From a personal contact who works at YMM... JG is known as "JunksGo" to some airport staff and a recent load departing to YYC was a whooping 12 pax.

Sounds like the JG service and delays are swaying customers in YMM to fly with the other airlines.

[wingnhut]

Wake up! When a company operating F100's reportedly being currently acquired for approximately a million a piece, are competing with a company operating -700NG's leasing for what...30 mil? 35 mil??, do you really think that "complaints" or "service" matter?

Broken down on an hourly basis, the cost to operate a million dollar F100 is more than a 35 million dollar 737, hence the reason nobody wants to operate F100's, especially below 290.

Sure, there will always be a few people who vow to never fly Airline X after a particular bad experience. And a even smaller few of those, may actually stick to it. But if you have the choice of paying $1 or $129 on the same flight, well...NO ONE CARES what's painted on the tail.

Nobody flies for a dollar. After the return portion is payed, the cost is the same as any other competitor. So that argument makes no sense.
I will agree that people are loyal to one thing, that is their wallet. It's still no excuse for providing bad service.

[Rubberbiscuit]

I would like to see any airline add 13 airplanes to their fleet in 6 or 7 months and do it without hickups.
The majority of those complaints no doubt came as a result of all the cancelled and delayed flights on Dec 23rd and 24th, since people put a high priority on joining their families for x-mas!
As far as cost comparison I would love to see you break that down wingnhut! The F100 burns roughly the same in fuel as a -700 with a few less seats. On short flights I am willing to bet the F100 burns less. The F100 fleet is 10 - 12 years old with many reliable years of operations left in them. The airplanes are all paid for and I don't think it is a national secret that SG's labour costs are the lowest for any airline in Canada.

[complexintentions]

Schlem,

What airport staff think is not going to unduly influence the public at large. What will, are ads that give them the perception they are getting a bargain for air travel. A third-hand account of one pax load on one flight is hardly conclusive. A couple of my buddies who fly there say the opposite - who knows what the truth actually is. And your own WJ predilections are well known, has CB put the good word in yet? I'm not saying poor service is GOOD policy, I just think it's a near non-factor in the purchasing decisions of the typical low-cost....uhh..."guest"...

wingnhut,

please feel free to post the hourly operating cost breakdown of an F100 v. a 737-700 to support your assertion that the massive acquisition price differential is negated by these costs. Standing by, but not holding my breath.

As far as the dollar fares...I was actually just doing a WJ/SG/AC price comparison for a trip I have to make in June, CYEG-CYYJ-CYEG. WestJet was $129/leg. AC was $129/leg. SG was $1/outbound leg, $129 inbound leg. All fares with the same taxes/fees..explain to me exactly how the SG fare isn't about, oh, half as cheap?! Give or take a dollar...

[Schlem]

Schlem,

What airport staff think is not going to unduly influence the public at large. What will, are ads that give them the perception they are getting a bargain for air travel. A third-hand account of one pax load on one flight is hardly conclusive. A couple of my buddies who fly there say the opposite - who knows what the truth actually is. And your own WJ predilections are well known, has CB put the good word in yet? I'm not saying poor service is GOOD policy, I just think it's a near non-factor in the purchasing decisions of the typical low-cost....uhh..."guest"...

Hi,

I agree, the public will buy based more on cost then anything but my contact at the airport deals with the flying public on a daily basis...sees the sometimes poor customer service in the terminal, the delays, and hears the customer complaints and comments. They also know the pax loads for all airlines departing YMM.

One funny story... a departing flight was held for over an hour becuase a couple of pax weren't known to be boarded on the jet by the JG staff and they searched the airport high and dry to find them. Ultimately they found the pax seated on the plane but in different seats and they had been there the whole time. Needess to say, the rest of the pax weren't too happy and one of them was a friend of my contact.

Just the word of mouth around town... Ft. Mac isn't that big... is starting to effect JG from what I have heard.

As for Westjet... being from Alberta and missing the mountains in a huge way... getting on with WJ would be a good choice for me at this time. FWIW... I've also applied at AC and would never apply at JG... because of the bond. But.. until then I'm very happy where I am and will stay here until something better presents itself.

PS: CB has been trying... so has TR.

Cheers

[Ryan Coke]

I absolutely agree that price is the #1 priority, far and away. There are some people at every airline I have worked at that mistakenly 'believe in' customer loyalty, and WestJet is no different. Of course there are some customers that do develop that kind of loyalty, and the level of that amongst WestJet passengers is surprisingly high. But in the end, price is the critical factor in many buyers decisions. (especially infrequent flyers).

Everything else ends up being tie-breakers, if the price is equal between airlines. And that is where great customer service, reliable flight operations, and extra perks (comfort level/age of aircraft, legroom, meals, Satellite TV, etc) come in---as tie breakers.

I would suspect that Jetsgo Passengers, even moreso than the average airline passenger, is solely motivated by price. But if they don't have a significant edge in that respect, then it becomes very hard for that model to maintain it's customer base (and load factor) when they have nothing more to offer (witness JG's cessation of traffic data at around the same time that WJ became more aggressive in pricing--I would expect WJ's feb load #'s to be surprisingly high).

And it is proven that in general, and over the longer term, no one airline will be able to maintain any pricing advantage, as everyone else will have to match. The only difference is who will actually be able to make money at the new low level. So ultimately, it still ends up being those tie breakers that will lead to longer term sustainability. Even Jetsgo will have to ackowledge that, if they hope to remain a continued force.

[Dizzy]

Hmmnn

[Jaques Strappe]

People are paying less for an average ticket today than they were in 1962.

The average passenger in 1962 was middle to upper class. The Wal Mart approach has brought with it, the customers it deserves.

Not to say that flying should only be for the rich but most low cost clientelle would pay more for a case of beer, a pack of smokes and hockey tickets than they would for an airline ticket.

The most profitable route should be Chicago, afterall, that is where they tape the Jerry Springer show.

[Benwa]

but most low cost clientelle would pay more for a case of beer, a pack of smokes and hockey tickets than they would for an airline ticket.

Wow ! Is that all the respect you got for your passengers???

Without them, you are left with no job.

[jadedash]

Maybe I'm old fashon, but I beleive that in the end the quality of the airline will tell it's final tale. As others have said 'in the long run not any certain airline will have the final say on the lowest cost, all airlines take money to operate'. I beleive the one that can manage their money the best will be able to keep up witht he low cost. Anyways, on with my origanal topic... We as pilots see and hear a lot of stuff about an airline that the public consumer does not, we have a different veiw on an airline. But look at WestJet, although there are a few people who have problems with the company (myself not included) the public love them. And it's not totally about the price (that is why they fly with them, not why they love them), it's about the friendly service and good times had on the flights. I think that the company with quality customer service will do best in the long run. People will get to know them and enjoy flying with them, the price which won't vary a whole lot from other companies will not be the final decsion to the consumer.
Note* I am not attached to any paticular airline, and do not have my resume in with any yet. Lack of experiance.