Mystery Shoppers Hide on Jetstar
Qantas off-shoot and low cost carrier Jetstar has become one of the world's fastest growing budget airlines--its growth is now faster than big European performers EasyJet and RyanAir. Being keen for things to stay that way, Jetstar is making a big deal about how much it's doing to make sure its customers are served well.
That's why the airline has a mystery shopper program. Since late last year, "fake flyers" on both Australian and international routes have been zipping across the skies, unbeknownst to the flight staff, and giving feedback to Jetstar about their service from check-in through to arrival and baggage collection.
An external company sends in the mystery passengers, but unfortunately their feedback is confidential. Jetstar only wants to make a big deal about the fact that these mystery shoppers exist, not what they actually think.