Last week, my helper flew from Singapore to Jakarta on Jetstar. I had booked a one-way ticket for her, and included a meal during the booking.
However, when my helper asked for food on the flight, the aircrew said she had to pay for it.
Since she did not have money, she had to go hungry for five hours. She had not eaten that morning, thinking she could eat during the flight, which made things worse.
When I spoke with Jetstar's customer-service officer, I was told that it was not a mistake of the crew, but the responsibility of the passenger to show the boarding pass and ask for food.
However, I did not see any indication on the boarding pass that a meal was included. That information was in the booking confirmation only.
My helper is not well-educated and was flying for only the second time in her life. How could she have talked to the aircrew and asked for food?
Is it not the responsibility of the airline to honour its booking commitment, even if a passenger does not ask for a service explicitly?
I hope Jetstar can clarify its processes so as to enable other poorly educated passengers to get their entitlements and avoid any inconvenience in the future.