Shockingly, the Jetstar representative did not allow me (and five other passengers) to board the shuttle bus, although it was only 8.01pm. I showed my boarding pass to her but she would not budge and would not even call her supervisor when I urged her to. Our checked-in baggage was taken off the plane.

When we realised that the plane would leave without us, we asked whether we could change to another flight or whether we would be reimbursed. We were told that was not possible. One fellow passenger whom I got to know later told me that her friend was late about the same time as we were, but he was allowed to board. The time difference between our flights was five minutes. I had to buy new tickets for the next Jetstar flight on March 3. The flight was scheduled to take off at 11.05am, but this time, we were waiting for passengers from 10.40am to 10.59am for four other passengers in the shuttle bus.

On March 6, I contacted Singapore office and the Australian headquarters, but the staff told me to write in to Jetstar Customer Relationship (JPO Box 4713 Melbourne, Victoria 3001). However, I could not get the name and contacts of the person-in-charge of customer relations.

The airline's website states: 'We believe in fostering a culture that is focused on our customers. My reply to this promise is: 'Please do.''

Assel Mussagaliyeva (Ms)