Jetlink Air Services – Disaster!
Edith Nyasega
Nov 18, 2:11 pm
I would like to bring to your attention a very disturbing trend with respect to unprofessional air services by Jetlink which needs to be brought to the attention of Kenyans and the political class to take action, before we have a disaster!
I was scheduled to travel back to Nairobi from Kisumu yesterday, Tuesday 17th November 2009, in the evening by Jetlink airline. However, we learnt yesterday midday, through informal networks and not by any formal communication from the airline that their services were canceled for the whole of Tuesday (the day I was scheduled to travel). The Tuesday morning flight had also not taken off from Kisumu. I then managed to get my agent to change my flight to this morning and although the cancellation was done by the airline, I was forced to pay extra costs for the change of flight. I understand that passengers who appeared at the airport yesterday were all stranded, except a few who were loaded onto other airlines – ALS and Fly 540 – and the rest were left on their own to seek and pay for accommodation. A practice I have not seen anywhere in the world! Under such circumstances, the airline takes responsibility for the passengers, some of whom had international connecting flights. This begs the question – under what rules is jetlink operating that they can leave passengers stranded?
This morning’s flight had its own challenges. We arrived in Nairobi without any luggage; only 2 or 3 bags were loaded onto the plane. No word was forthcoming on the whereabouts of our luggage with tempers flurrying from the passengers. The handling agent at the airport (a staff member of Jetlink) disappeared to call the supervisor and left passengers stranded without a word! She re-appeared 30 minutes later and promised passengers that their bags would arrive at 11.30am. She took details of passenger names, telephone numbers and baggage tag numbers promising to deliver the bags after the passengers refused to return back to the airport for their bags.
As I write this email (2 pm) I have still not received a call informing me of the status of my baggage nor any delivery of my bag.
Passengers expressed grave concern about the unprofessional manner in which this airline is rendering services and questioned the safety of passengers given the recent accident of Jetlink aircraft (in Kigali). If action is not taken to correct the situation, we may have a disaster in the offing. The level of laxity is not acceptable for an airline operating within the Kenyan borders. Kenyans and international passengers using this airline need to be reassured of their safety. We need to know if international aviation standards are really being followed in this case. Why is this airline being allowed to operate in such a “laissez faire” manner? Something is not right!
We need a statement from the Ministry of Transport.
Edith
Concerned Passenger
You are not alone. Many customers, especially the ones frequenting the Nrbi-Kismu route have suffered due to what appears to be administrative sabotage, or outright incompetence at the hands of Jetlink staff. An airline that shows that level of care-free attitude is indeed a disaster. Do as I did. Never use it.
Recently on a trip to Nrbi, and upon presenting my ticket at their Kisumu clearance desk, I was given back a return Ticket different from the one I had presented. Actually it belonged to another person. In a hurry, I just put under my coat, grabbed my boarding pass and went on to board the plane.
In Nrbi (on way back), I realized what I had been given at the Kisumu airport as a return ticket did not actually bear my names, and could have been mistakenly swapped with some other traveler’s ticket.
When I reached Kisumu, I was asked to pay for the return trip again. I asked them to search my booking details on their comp, and it took them one hr to find it.
Someone at Jetlink must be employing incompetent staff for whatever reasons , or these are signs of a dying goat.
Edith is so right, I can’t believe it.
Those who have interacted with me of late have been laughing at a sound I have been making. It goes something like KUTIAFFFFFF……I have made this sound with reference to how the Jetlink Pilots are landing the aircraft.
One short Albanian pilot is notorious, to an extent that when boarding, if I see him, I come close to wetting my pants. Surely this man drops the plain on the ground like a bag of potatoes.
When flying one official from UNDP about three weeks ago, He actually
touched down and went right back into the air. Now, I know man is to error, but there are certain professions and jobs that come with a reduced margin for errors. The very short Albanian pilot has transported me about three times this month with dramatic landings,
On my flight to Kisumu on Sunday the 15th Nov 2009, a frequent Jetlink flyer (female) told me that all the Jetlink pilots land badly save for one. Then early this morning, I was flown by one who like I was told always lands well. I was holding my breath for the usual KUTIAFFFF….but I got quality landing. I don’t even know how many pilots they have but the one who landed me in Nairobi this morning did exceptionally well for Jetlink.
Kenyan Pilots have taken me abroad and landed me safely in the most
tumultuous weather. I would invite Jetlink to sample them.
Does Jetlink have anyone supervising the check in officers at Kisumu
Airport?? Those officers start selling spaces in the flight before checking in everyone and turn down those who had originally booked, just because the booked passengers showed up 40 or 35 minutes before the flight had to take off?
Surely, My colleague and I were at the airport on Sunday for a whole hour when Jetlink was delayed. We arrived in Kisumu two hours after the time we had on the ticket as arrival time. In fact we left JKIA long after what was listed as Kisumu-arrival time on the ticket, only for my colleague to get to the airport twenty five minutes before her flight back to Nairobi on Wednesday to find her seat sold. Does anyone read double standards here???!.
Jetlink needs to act fast to sort out there issues. Edith Pole sana, I would flip if I was in your shoes.
Stella Adhiambo Agara
Program Officer,
Monitoring and Evaluation
P.O.Box 7192,00100
Nairobi.
Tel: 254 (20) 2022269
Mobile: 254733867230/ 254710442960
http://www.africayouthtrust.org
If it is good for Africa then I want to do it, I love doing it and I will do
it.
“Just a little more love and this world will be the best place to live in”
Hi,
I have flown jetlink about 10 return flights. 8 on the CRJs and 2 on the F 28s. I have not flown the recently acquired Russian like aircraft. I have very high regard for captain Charles Mulinge who has had a distinguished career in the KAF, has also trained many of my friends on the F-5 Tiger fighter jet.
We need to be fair on the flight crew as so many other factors may affect an aircraft’s final approach and touchdown. As for the Albanians, I have no comment because I have not been on their flight.
Hi,
I used Jetlink a month ago to Kisumu and it was perfect. First I congratulate the staff for keeping time. my departure was from 6.30 and at exactly 6.45 we were airborne, the crew were very good and we didn’t encounter any problem when landing. thank you and keep up the good work
hahaha KUTIAFFFF that has made my day. I flew jetlink once to Mombasa and I have sworn to drive or walk then get onto jetlink again. Other than the fact that the air hostess washed me in ice cold water due to the pilot applying brakes in the sky for us to drink soda, the take off was something out of space. Only those designated as space shuttles should “jump” into the sky at 90 degrees and keep that way until we see kilimanjaro, it was a hot mess that even my kids had to close the blinds so as not to look outside . ( me n the kids have flown many international flights) On landing, we ( all 5 passengers) had to literally stand up while once again the brakes were applied by the pilot and the plane zig zagged along the mombasa runway…..
There needs to be some sort of take off and landing procedures. On my next flight I will be sure to pay the extra 20k for KQ ( takes about 35minutes to Nbi due to speed and young pilots …..shiver) at least the landing and take off are decent.
goodness me!! n am just about to book a flight to ksm on saturday!!nw am so scared……thanks for the 411……i’m now booking 540!!God help their customers!
I have used jetlink a number of times and they have been great!i guess that i have been extremely lucky.
Having worked 4 a certain air charter company from 2008 to 2010, i realized that mistakes do happen on the customer handling side which end up spoiling the image of entire cómpany. About the crew rough climb and touch down they need to investigate that. Otherwise let us give it a hand to grow bigger.
Lets be fair.Its true that you could have been delayed and no adequate explanation was given.thats failure on their part and they need to improve,but as for landing i just would like to point out the fact that the rumway length had been reduced by repair works hence approach had to be stiff and sharp brakes had to be applied.Thats why some large aircrafs could not operate the route!so lets criticise but positively and when its based on facts.
There are good crews in jetlink,stop spoiling its name.man is to error and crews are part of human,they too have good and bad days,stop judging.
The swahili man said, Mghala muue na haki umpe. I must concur with some of my friends who commented earlier on that human is to error. I took the Kisumu flight this past week under the captain-ship of one Samuel Wambugu. I found him vry profession in take off landing and even trip when airborne.
The cabin crew were exceptional both in their instructions before take off and landing. Peradventure, when one of the air hostesses was giving emergency instructions to the guys seated near the emergency exits, there was an old man who didn’t seemed interested at all and a bit rude but the lady giving instruction remained calm and composed through out the session.
As much as there times the airline has let some of us down, I must say in a majority of the times, they have delivered way beyond the normal.
To this, I salute the Jet-link fraternity.
I havent travelled with Jetlink lately bu I have flown severally with them to different destinations and I must say that I haven’t had much trouble except the small size of their aircrafts, I’m planning for Dar next week and was thinking booking it (actaully booked) but I’m suprised with the comments coming from other customers
J.Keitany
Keitany:
I can assure you you will have no regrets. Personally an a Jet Link frequent flier and I haven’t had any dissatisfying experience with them whatsoever. In fact I have already booked a return flight to a local destination in the next few weeks.
If you allow me to play the devil’s advocate for a while, I wont fail to mention some nasty experiences from some friends who have used alternative means to both local and international destinations and have had their flights re-scheduled without prior information up to in excess of 3 hours.
I have no shares in Jetlink whatsoever but am proud of the expertise of their pilots, the courtesy of their air hosts and hostesses and the promptness of their ticketing services. I need not say more but am just a happy Jetlink client.
Keitany, I await your comments after resuming from Dar and I can almost bet you will not be disappointed.
This is very shocking and unfortunate that jetlink airways would cancel a flight and not even have the courtesy to inform their passengers and just leave them stranded in kisumu as if they were doing them a favour. what annoys me the most is that ever since i used jetlink their flights do not have A/C and always have this lame excuse that they are having a small problem with their air system and the crews lie byusaying it just started that day and will be sorted out but guess what, everytime i have gone by them, the sic story is just the same. WAKE UP JETLINK WE ARE NOT KIDS AND YOU BETTER PUT YOUR GAME TOGETHER OTHERWISE YOUR COMPETITIORS WILL HIGHLY BENEFIT AT YOUR EXPENSE.
Have used Jetlink several times and honestly I am satisfied with their service. Kenya Airways is also good and have used them as well, but my choice to travel l by air is still Jetlink. Obviously nobody is perfect and I place a high premium on the ability of the pilots to take off and land in bad weather conditions rather than be finicky about small things. this article plays with the words disaster and airline in the same sentence. The wrong impression is created as i have explained to my guests that will be using Jetlink in July.
i love jetlink………intending to apply for cabin crew there
Yes i didn’t travel too on 16th November 2012 and they have my money…..so when i’m i getting my money back?