Jetstar have overhauled its contact system with passengers after a TikTok star and her sister were left stranded at the airport after taking their mandatory PCRs two hours too early.
Jessie Carr, 22, and her sister Angie, 23, were left at Sydney International Airport on Monday night because they would have been denied entry to Indonesia.
Australians travelling to Indonesia need to be vaccinated against Covid and take a PCR test within 48 hours of departure.
The sisters were subsequently blocked from boarding their Jetstar flight to Bali because of the premature tests, with the company confirming to Daily Mail Australia it has since changed its pre-check in text messages to ensure the situation doesn’t happen again.
‘We’ve now changed our SMS to be as clear as we possibly can. Also the SMS included a link to our website where the requirements are listed, however we still need customers to check in government websites as sometimes information and requirements can be updated on a short notice,’ a spokesperson said.
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Jessie Carr, 22, and sister Angie Carr, 23, were left stranded at Sydney international airport on Monday night after being unable to board their Jetstar flight to Bali
PCR tests are available at the airport but take an hour and a half to complete, too long for the sisters to make their flight.
‘When you get denied to catch your flight to Bali because the PCR test expired two hours before check in,’ Jessie wrote in a video she shared online.
The sisters were travelling to Bali to reunite with their father after being unable to see him for several months due to Covid restrictions.
‘We could have completely missed our opportunity to visit him and also lose our money and total holiday,’ Jessie told Daily Mail Australia.
The TikTok star said she and Angie took the test 50 hours before the flight on Saturday afternoon and received their tests results 40 hours before departure.
It was only once the pair arrived at the airport that they realised the 48 hour deadline was from when the tests were taken, not when they received their result.
They said confusing instructions from Jetstar led to the mishap.
‘The instructions were not clear. The text message from Jetstar stated that we needed negative test results within 48 hours before departure,’ Jessie said.
Jessie Carr (right) said her and her sister Angie (left) were unable to board their flight to reunite with their father due to confusion over a PCR test
Jetstar sent the above text message to Jessie Carr stating the girls would need to provide a ‘negative test result within 48 hours before departure’, leading the girls to think the deadline started from when they received the test result not when they took the test
‘They did not specify that this started from the time you complete the test, it just said we need the ‘result’ 48 hours prior, which we provided.
‘The results were from 40 hours prior to the departure in time.’
Jetstar have now changed the wording to confirm the test must be taken 48 hours before the flight, rather than receiving a negative result within 48 hours of boarding.
‘RT-PCR test result for all passengers (test must be taken within 48 hrs before departure),’ the airline’s message now reads.
Angie Carr (pictured left) and her sister Jessie (right) were unable to board their flight from Sydney to Bali because their PCR test had expired two hours before departure
After spending an hour on hold with Jetstar’s reservation office the Carr sisters were able to transfer to a flight on Tuesday.
While the girls didn’t have to buy new plane tickets, they did have to pay for new tests, accommodation, and transport.
‘We both had to pay for a hotel to stay at near the airport for the night – $170 for the hotel and Uber – to ensure we’d get the next flight on time,’ Jessie said.
‘We live 2.5 hours away. To trek it back home with all our luggage, not to mention doing it all again in the morning, would’ve been a major inconvenience.
‘We also had already paid for accommodation in Bali for that night so we lost our money for that as well, $70 for one night. We didn’t receive reimbursement, which is totally understandable.
‘Plus, by that point our PCR tests would be expired before the new flight so we had to pay again $79 each for new ones, after already paying $150 for the first ones.
‘Therefore we lost about $700 overall due to the unclear information provided.’
Jessie (pictured) and her sister were able to secure a flight with Jetstar the following day after being stranded at Sydney airport
Jetstar told Daily Mail Australia they have had no other customer complaints regarding their messages but have updated their text messages to avoid future confusion.
The company’s new text message reads: ‘IMPORTANT UPDATE: Please meet all entry requirements before you arrive at the airport for your Bali flight. Requirements include a negative RT-PCR test result for all passengers (test must be taken within 48 hrs before departure)‘.
Jessie recently made headlines for a ‘botched’ trendy eyebrow lift.
The procedure involved lifting the corners of the eyebrows with a biodegradable thread to create a ‘fox eye’ look.
Jessie was swollen for two weeks following the $2,000 surgery last October but said the results faded quickly and the threads were still visible eight weeks after the procedure.
Jessie Carr recently made headlines for a ‘botched’ trendy eyebrow lift that left ‘threads’ visible either side of her forehead
‘My eyebrows were completely uneven,’ she said in a video.
‘I had lumps on my face but they didn’t poke out that much and didn’t look inflamed.
‘It’s definitely not worth it, it doesn’t work and it left me looking botched like this!’
She said if she pressed hard enough on the threads she could feel ‘liquid transferring from side to side.’
Jessie went back to her doctor to receive a $1,100 refund and ‘dissolve’ the threads.
Seven months later Jessie is still suffering from the surgery and has a lump on her right temple.