Jetstar Airways
Reviews and Complaints

During a visit to Melbourne, we bought a pair of toy handcuffs at Melbourne Gaol for my son's 9th Birthday. We flew to Uluru, where we celebrated his birthday and he loved his present. On our return, the toy handcuffs were confiscated by security as they were deemed to be a restraint. The only suggestion they would make was to check the toy handcuffs on as excess baggage.

On visiting the Jetstar desk, I was told that I would be charged $60 to check on the toy handcuff (they cost $10).

At this point my son was inconsolable but I was not prepared to pay $60 to put such a tiny item on the plane.

I am so disappointed by the complete rigidity and mean-spiritedness of the Jetstar staff in this situation, not to say money-grabbing ethos that they seemed he'll-bent on honoring.

It is situations such as this that give a company a very bad name and I hope that you will find some way to appease my dismay with Jetstar. All the staff I spoke to accepted how ridiculous this matter was but none were prepared to think of a way to solve the problem, other than demanding $60.

I flew from Brisbane to Sydney last night on flight JQ821 with my husband and twin children.I was treated so appallingly that I feel obligated to submit a complaint. Initially a staff female stewardess accused me of "interrupting"and "interfering " with what she was doing when all I did was turn to my husband to ask if he had seen another member of our group who was also on board.She was extremely rude and decided to get the stewardess who was her senior to talk to me.When she came up to me, she said do I have a problem, which astounded me as it was obvious to me who had the problem.This senior person then went on to tell me that I was Not following procedure (as if it were a prison) and then stated"do you want to fly with us tonight".OMG she threatened me that she will talk to other people to determine whether I'd be allowed to stay on the flight.I felt so incredulous that this would be happening.I didn't even leave my seat to go to the bathroom I was that frightened. How could this happen?My children were upset the whole trip and my husband advised me that we would cop it on the chin until we could do something in Sydney.Please try to assure us that something will be done as this was so unsatisfactory and caused me so much anxiety on the flight.Regards jacqueline [protected]

My husband just finish work and want fly from Perth to Denpasar today with JQ109 and he get 17e seat on his boarding pass so he can sleep on plane.When he boarding flights attendant just move his seat to middle seat.my husband ask why they just move his seat without confirmation first.that lady (manager) or flight attendant said they need space for relax while work.and when my husband said he will complain that lady said to my husband that he can get off plane if he want.how can flights attendant or manager can do that to client?very unprofessional.hope jetstar can take action about this.thank you

Regard

Booking reference: MH67RW. Original booking was 24 Aug HKT/SIN and 26 Aug SIN/HKT on 23 Jun. On 13 July I found out that I had made a mistake. Suppose 2 b 23 Aug outbound and 25 Aug inbound.

Called call centre in Sg and asked for help and change booking. Extra fee quoted was THB640.05. But actual charge was THB5640.05.

Staff did not explain clearly and poor communication and service . I want my money back.

Please help.

I made a booking for a member of a Youth Group to attend a Christchurch Camp. The flight was Wellington to Christchurch 6/7/2018/ 8.20am, Returning Christchurch to Wellington 9/7/2018/ 7.00am. (Booking ref NC8IHV/Name Aaiti Maiava
Unfortunately Aaiti had also made a booking without telling me. Her booked times were -
6/7/2018 8.20am Wellington to Christchurch/ returning on 8/7/2018 at 4.50pm.
On Monday July 2nd, in the evening, I changed the name of the ticket I'd booked for her, to RoseMarie Taulalo who also wanted to go. Both the girls were gathered in the same room on the phone and we could do the necessary change.
The cost for the change, was $184 which was paid by my Credit Card. That left Aaiti travelling on her original ticket (Frid.6th July 8.20 and returning Sund.8th at 4.50pm), and the new girl RoseMarie going on the ticket I'd purchased,
Frid. 6th July 8.20 and returning Mond. 9th July 7.00am.
When we tried to check- in using the self-check machine, it wouldn't go through so we went to a counter and gave the new booking reference I'd been given over the phone, and I didn't think any more about it. But when Aaiti was at Christchurch airport trying to return, she found her booking was now in RoseMarie's name.
I spoke to the counter person and gave the new booking reference again, but she said she did not have the authority to change anything and that I would have to ring the Jetstar number to explain. We were all getting stressed and there was obviously not enough time to explain again, because the original change had taken over 1hour to do. Aaiti solved it all by saying she would return to her accommodation, stay overnight and fly back in the morning at the new time she had been given, and RoseMarie would have to leave on the Sunday at 4.50 which was not what had been originally booked! It was a mess of a booking, in- correctly made and was worse because there was very little paperwork supplied by email.
Maria Hammond ([protected]@hotmail.com)

We were on flight JQ561 7.15am flight from Brisbane to melbourne.
This flight was cancelled due to crew shortage and the replacement flight offered to us was JQ567 departing at 9.35pm arriving at 12.05am.
We explained that this is not acceptable as we are traveling with a 3 and 5 year old and I am 29 weeks pregnant. We said we were willing to get to the Gold Coast airport at our own inconvenience and cost - but were told we would have to pay an additional $687 dollars for change fee and fare differential.
We find this completely unacceptable that due to a failure from staff shortages we are then told to pay a large amount of money in order that we can find something that is even closely appropriate for a family.
We have to be back in a melbourne by tomorrow so leaving tomorrow was not an option.
We would like someone to provide a reasonable explanation as how this can be justified by Jetstar. The online system and phone line is clearly outsourced and therefore all they had the authority to do was apologise and say the system and policy does not allow them to change the location to depart from Brisbane to Gold Coast.
In addition to this it took close to one and a half hours on hold both on the phone and on the online system to get through to a customer service representatative. Again this is not acceptable.
Such policies and inflexibility for sensible solutions to be provided depending on the situation (I.e Jetstar cancelling a flight because of short staff and then offering a midnight flight to young kids) will result in us not choosing Jetstar in the future. Saving a few dollars on the flight without getting the basics right hardly seems worth it. And any savings on the initial flight would have completely been negated by paying an additional $680 odd dollars.
I look forward to your response.
Sarah

I am appalled by the customer service my three daughters and I experienced this morning by the Brisbane Jetstar attendants. I am a regular Jetstar flyer and can tell you I will now be flying with Virgin from now on. We arrived at the airport with plenty of time to check in bags. We were greated by the bag drop area, weighed our bag and were 2kgs over. The Jetstar lady who assisted was so rude and I have never felt more victimised. They went on to have us put all our carry on baggage onto the counter including our small handbags, this was so petty! And might I add no one else was being asked to weigh their bags, we were targeted from the outset and were treated unfairly. During this time the bag drop area had a fault and we were stopped for a duration of time. This hold up resulted in us missing our flight. At this point two attendants had looked at our boarding tickets and not once mentioned that this flight was due for boarding. Along with this we had no warning on the checkin screens to say that the checkin was nearing, there wasn't even a voice over to say that our flight was boarding whilst we were already checked in. Their actions made us miss our flight. This weekend was a surprise to celebrate my daughters hens for her upcoming wedding, we had a full day planned in Melbourne visiting family and celebrating yet we were spending the day at the Brisbane airport. This experience put a dampener on the whole weekend. I am a Jetstar member and have always enjoyed the Jetstar experience but I will be revoking my membership after this experience. I'm not a complainer but the way my daughters and I were treated this morning was not called for.
A very disappointed customer.

A few days ago I flew with Jetstar on flights JQ202 & JQ958 and was so disappointed with the service ! I have never been one to complain, but the customer service was really poor. Waited in the short queue for over an hour, then the girls on the check in desks seemed super unorganised and confused. It was a frustrating day, and after these flights I definitely regretted flying with Jetstar. !

Dear Jetstar,

My name is Khanh and I am making a compaint about the attitude of the operator named Nikki whom I talked to between 7:30 - 8:30 on the night of the 3th of July 2018 about buying more check-in luggage.

I have bought a return ticket for my mum flying from Vietnam to Melbourne. She will fly back to Vietnam this month. I want to buy more check-in luggage so I had a look on Jetstar website to see what I should do. I was a bit confused about what package I should buy so I decided to chat to a Jetstar operator for more information.

Chatted to me was Nikki who gave me the information I wanted and she helped me with what I was after. However, I was a bit irritated at her attitude by the way she pushed me to reply to her instantly. I have chatted to a few Jetstar operators before and none of them had shown me such an attitude. I have explained to her that I had low wifi connection which explained why I was a bit slow in my response. What I mean ‘slow' in here is ‘within a minute or maybe up to two minutes?'. During that ‘a minute', I needed time to discuss with my mum and and the process of typing on an ipad took longer than that on a laptop, and the poor wifi connection made it a bit slow for me to give her an instant response she wanted. She kept asking me if I still wanted to continue the chat which was so annoying.

I have tried to be nice to her until the end of the chat but I didn't feel happy at all. I wish my compaint will be heard and reported to the employee training board.

This was not an pleasant experience at all for me with Jetstar and I hope I will not see anything like this with you in the future.

Regards,

Khanh

Flight. JQ28 on the 16th June 2018

My family and I were flying home from Phuket to Sydney .the group was 6 people
We put our heavy items into two bags so we knew we would go over
First lot was billed to my daughter in which my husband paid this. So for the 4 of us our excess luggage total was 32kgs and we were charged 700bht per kilo total was 22400 bht
Than the other baggage charged to Christopher Wadsworth were 27kgs over and again charged 700bht per kilo
Total 18900 bht
We stood at the counter and had your website up on our phones were it states we will be charged 600bht per kilo in excesss luggage
The two ladies that were dealing with us were very rude and weren't even listening to us we would like our money refunded as because these two woman shouldn't be in a customer service position they turned our beautiful holiday sour
I take our family on a holiday every year last year was Hawaii and this year Phuket so rather than us not fly Jetstar ever again and than make sure beryone else knows how we were treated
The funny thing is we flew from Phuket to Koh sumi with the same excess baggage and was only charge 900 bht
So I would like this to be resolved and money reimbursed maybe of your like other companies who over charge get full refunds would be a great gesture but we want the money reimbursed through over charging
I have attached the copy of the bill for Chloe Manuel and I will forward Christoper Wadsworth when I get it off him but there is no doubt you can look up your records and see we were overcharged
Jodie Manuel. [protected]

Hi on 24th of June I flew with Jetstar to Hawaii. We were a big group of travellers and I was told no pushers/strollers are allowed to a gate, even though my sister in law who was in a same group but checked in with a different staff member was allowed her strollet to the gate. The only question she was asked was whether the stroller folds in one and has a cover. Our stroller fitted in both categories yet was not allowed. Also I saw another lady who was checking in next to us being able to take her stroller with her.

I was very disappointed as we allowe plenty of time to get to the airport early so we can get to the gate and put our baby to sleep in a pram while we waiting for boarding.
This did not happen so our baby was overtired and upset which was hard to watch knowint this could have been prevented.

I really hope on way back from hawaii we will be able to take the pram to the gate as it is really long walk to the gate otherwise+ baby may want to aleep as it is early flight.

Regards
Monika Chamberlain

Hi there on reviewing our booking bcfcjs I found that looking closely we had no baggage added to our return flight from Gold Coast to melbourne, being not a frequent flyer somehow a mistake was made not realising till after we paid the booking did we notice the missing baggage on the return flight . Therefor I tried calling the help desk but was basically told that I would would have to pay full baggage cost when you could clearly see the baggage should hAve been added for the return flight and for some reason wasn't, maybe my fault or a system glitch .
I was quite happy to pay the same cost when booked but feel I am getting penalised for not being a frequent flyer and realising your loopholes

Plane was showing as delayed online and on my boarding pass and I arrived at airport to find that it had not been delayed which has now made me miss the flight.

Going to cost me a lot of money and time to get to the Gold Coast tonight.

Disgusted when the only excuse that was given was that a "wrong button was hit"

This sort of thing shouldn't happen

We wish to strongly complain about the treatment my sister Mrs Kelly received when boarding her flight on Saturday June 30th. Mrs Kelly is 85yrs old with 25% vision, extremely bad legs and generally is in a wheel chair. When she arrived in Melbourne she exited the plane via the lift and as this was noted on her booking we expected the same to happen on her departure. As a family you can imagine ours and her distress when she was forced to walk up the stairs with a female ground staff member.
The cabin staff were in disbelief when she was finally seated and tried to make her as comfortable as possible for the duration of the flight.
We can't believe that my sister was placed in such a potentially dangerous position. We are extremely disappointed that someone with a disability could be treated in such a fashion.
We we await your response.
Regards,
Val Mills.
[protected]

My family has been delayed for a flight to Sydney this morning by over 2hrs. Catering wasn't organised which caused further delays. What's worse is the communication and sympathy was second rate. My father will miss his brothers funeral because of this, which is incredibly upsetting. Disgraceful service. Jetstar should be ashamed with this. I will be publishing publicly.
Leigh Hooper

I booked a flight for my twelve year old daughter from Melbourne to Cairns on JQ25 departing at 7am on 29th June.

I was aware that it was international but unaware that my daughter would have to go through customs etc.

She has flown alone before on Virgin and they at least knew her date of birth when I purchased her ticket. A twelve year old does not have to be accompanied.

We were offered a domestic flight at time of checking in but she was being collected in cairns at a specific time and did not want to change her flight.

She was given a boarding pass and was accompanied by a staff member through customs etc but then called us from the plane when she boarded as she had been given a boarding pass with someone else's name which they realised and have apparently rectified.

I prepaid for her seat the day before which was a window so at check in the staff member moved her seat closer to the front and said it was a window seat also.

When she called us, distressed from the plane that she had the wrong boarding pass she also said that she had been given an aisle seat.

I paid $391 for that flight and I'm very upset that my daughter has been put through unnecessary stress.

I understand people make mistakes but I don't really feel happy about the whole situation. Just assuming that people understand the whole international flight thing is unfair. We rarely fly as we don't have a lot of money and this was a big deal for Hannah.

I pray she doesn't have any problems when she arrives in Cairns with the whole boarding pass debarcle.

Eloise Arnold

Hi there,

My flight to Hong Kong is supposed to be departed at 10am today and until now, I am still struck in the air craft reason given was heavy traffic in Hong Kong so there will be a delayed for 1 hr and 40 min in the aircraft. So far, we have been struck for 1 hr 15 min and was only offered a cup of water. What i'm trying to say is, why can't we wait outside the aircraft (inside the terminate)? The space in the aircraft is so cramp and stuffy. Staff should know the proper SOPs for this kind of delay? This is not acceptable.

Also the tray table area is not clear with oily strain all over.

I have just compared flight's with Webjet and Jetstar.com and as your recording states you will beat any other deal by 10% webjet were cheaper and I relayed this info to your overseas call centre but they just hung up on me twice I sent a Facebook message and it is not maned by a human so another dead end I'm a first time Jetstar client and so far the service is very poor and the promises you make are false.
I would like to speak to a complaints manager to resolve this.

My contact is [protected]

Thankyou

John Jewell

My flight JQ 604 (pnr UKVN7K) was cancelled and we were shifted to flight no. jq522. Having reached Tullamarine at 2.30pm With 3 yr sleeping kid in a stroller, I wanted to checkin my luggaage without stroller (as my kid was sleeping) but was advised by service desk at 2.45 pm approx. that I could check in luggage twice ie stroller later but the other luggage could not be checked in before 4.15pm and I just took clarity on airport procedures and moved off. But my family in holiday mode wanted to go out so I just reconfirmed if there could be an exception to the rule of 2 hours prior luggage another staff who was in the hall and in the meanwhile the lady who was standibg near the service desk abrupted the discussion saying that he has been explained 5 times the rules and no more explanation is needed to offered, which I find pretty offensive and insulting and unnecessary and I do not think it is correct to treat your passenger and international tourist like this and more so when your airlines has failed to deliver timely flight service, haven't extended courtesy of offering a meal or handling luggage at least.

Flight jq30 5th June 2018 prebooked exit row seat 23g was put in row 26 I complained and nothing happened also prebooked meals and received nothing we are a group of golfers that have travelled to somewhere in Asia to play for the last 10 years the last 3years with Jetstar to Bangkok you say you guarantee all meals and seats as your records will show booked exit row and put in row 26 I do the organising for our trips you will lose at least 12 return bookings each year because of your incompetence Christopher Spaulding