Jetstar Airways
Reviews and Complaints

We arrived and were waiting in the bag check in line at 7:25. We waited 10 minutes in an empty line for a staff member to slowly assist 2 other passengers who he claimed had arrived 1 minutes prior to their flight; yet he let them through to boarding after he'd finished conversating and proceeded to inform us that we would be unable to check our bags in for our flight simply because he was preoccupied having an off topic conversation with other passengers.
We are now waiting 2 hours in an empty airport because one of your staff members are incompetent. It was noticeable he was aware he was in the wrong and when called out on it, changed his story extremely quickly. Not happy about being charged to board an entire new flight and spending hours in an airport simply because a member of your staff couldn't be bothered checking 1 bag in, even when knowing we had arrived, waiting in line for him to finish his conversation before the 7:30 bag check in.

Wouldn't have bothered me so much if said staff member didn't have a smug and cheeky grin on his face the entire time. Don't appreciate his bad mood being taken out on us to start off a holiday.

On 16/6/2018 I was on Flight No BL 662 from Bangkok to Ho Chi Minh.The flight was delayed for 1 hour due to weather conditions at the time which was torrential rain.When I finally arrived at Sofitel Hotel at 7.30pm & my suitcase was brought to the room I noticed the outside of my suitcase was quite wet! When I opened my suitcase at least half of my clothing was all saturated with water & very wet!?
I am concerned as to how this happened? Was my suitcase (also many other passengers) left on a trolley on tarmac in the torrential rain that delayed our flight by 1hour?Could someone please explain what happened please.
Regards,
Libby Stathis

DO NOT book directly thru JetStar website. They have many charges and expensive booking fees as compared to Expedia. I called and chat with their representative after completion my first booking thru their website to ask if I can still cancel my booking since I found the same JetStar flight itineraries from Expedia for a much cheaper price inclusive of a carry on & one checked in baggage. They said my earlier bookings are plus bundle only and are non refundable nor cancellable and that they cannot match any third party pricing since my booking is already confirmed. I explained that my booking is 6months away and I am sure there are still many seats available and I will still choose to book Jetstar same flights thru Expedia. I am frustrated to pay more than $100.00 for three passengers booking thru jetstar.com. Also, their booking fee is much more expensive at $30.00 as compared to Expedia for only $8.00 for all three passengers.

Hi there,
I'd like to make a complaint about the extremely poor airline service I recieved today. I had a scheduled flight to Auckland from Wellington at 12:20pm which was delayed to 2:30pm without my knowledge until I arrived at the airport at 12pm. This was greatly dissapointing as this was a huge waste of my time and a simple email would've meant I could do something else with my day. I am further outraged that the delayed flight was changed from 2:30pm to 2:10 without my knowledge and without any communiaction whatsoever. No announcement on the loud speaker, no email, no text message- all very easy communication options. I was told I should've waited by the board to check for the change in departure- I had two hours and was not going to wait with no seat or table for that long. I actually had work to do so missed the change in departure time. I went back to my gate at 2:05 as I thought the flight was leaving at 2:30 only to find it was taking off. I'm extremely dissapointed and upset that I have now wasted my whole day at this aiport due to your lack of communication as I had very important plans in Auckland which I had to cancel. Additionally my day has been further delayed as it is an inconvenient time of arrival. I would like to request a full refund due to the serious waste of my time that you could have easily avoided. I have been a frequent customer with Jetstar for many years now and this simply isn't good enough.
Yours sincerely,
Isabella Cross

Dear Sir,
My name is Sarthak Sharad and I have booked a flight ticket with jetstar itinerary no [protected], a flight from melbourne to sydney which unfortunately I had to cancel it because my father needed me in india and I was the only one in my family who could have helped to solve the matter, moreover my mother needed me in this type of situation, I cancelled the flight tickets on 31st Of May 2018, 10 days before the flight but still now I have not got any refund and every time I tell the customer care that I was an emergency I could not help they tell me they cant do anything regardless of a customer was facing an emergency in his life. that is jetstar quality of customer dealing. My request is that I am a student in Australia and please my money shall be refunded. I would be very thankful to jetstar.
Thanks & Regards

Hi Jetstar,

I am writing to outline a very disappointing product that you regard as "service", which was received on 2 June (cancelled JQ3 flight from Sydney to Hawaii).

I spent 7 hours at the airport waiting for this flight: late boarding, 1.5 hours on flight before being disembarked, & hours waiting by the gate without update. Jetstar then simply "regretted to inform passengers that the flight was cancelled", without apology! Hundreds of passengers were then incorrectly taken to security, before being turned around to line up at immigration. I then had to travel over an hour to seek accomodation with relatives, funding my own transport to and from the airport.

I then returned at 0500 for a flight that was again delayed! In turn, there was a significant delay, I lost a full day of my holiday, I was sleep deprived, and the second flight arrived late.

I note that Jetstar claims to pride itself on "fun travel and great value" with a team that "genuinely cares". Jetstar did not demonstrate any of these attributes and did not even offer to provide any form of compensation (not even a glass of water!) during the whole ideal, which could have been mitigated by demonstrating even a slight degree of professionalism.

As a frequent traveller with Jetstar, I hope you can provide compensation or I will endeavour to avoid your flights in the future. I look forward to your reply.
Kirsten

On the 2nd June I was to go to Bali, the plane was delayed for 5 hours initially, and we were all offered taxi fares if within a certain distance, others were offered hotel accommodation, we all came back to leave on a new flight, some basic extras offered to show some degree of concern.
The entry to Bali took 3 hours and many were upset and tired, Jetstar did nothing at this point.
My holiday was cut short by 1.5 days out of 5 days in total.
My return flight was meant to be at 2.50Pm it left at 12.45 and I missed the flight, Jetstar has no ground crew, so I tried calling 0018038529779 got the lovely people of the philipines and they were taping my call, I said that I would also like to tape the call, the person hung up.
I purchased a new ticket and went back to my hotel and took a half day room.
I travel around 20 time a year with this airline and I am so angry that I was treated in this way including my extra cost.
In summary, I lost time on my vacation, lost money and to add insult to injury. Jetstar have built their business on my support and I am disgusted at the way I have been treated, I want my lost money back with an apology.

Flightcrew for international (sydney to honolulu) flight was very rude and not very helpful... Seems they look out more for themselves than paying customers (staff all asian apperance)... As soon I came back to domestic flights in australia flight crew was very friendly and helpful... Not gonna fly jetstar ever again also flight got cancelled twice in honolulu... Whole day waiting around and nobody seemed to know whats next.. Next day same [censored] happened again what a [censored] airline

My younger brothers and I were set to travel to Launceston from Sydney this morning on a 7:10am Jetstar flight. While it is not entirely relevant to this complaint it should be noted that we are travelling for a funeral which we have now missed, so we are now travelling for a wake. We arrived at the desk at 635am (we know this time as I sent a message to our mum at the desk AND have parking ticket stating the time we entered). We had paid for luggage and had checked in the day before, yet were told at the desk that bag drop off had just closed, the Jetstar staff member suggested we go to storage as our one bag (despite us paying for three) was too big to carry on so we'd need to divide it's contents between our carry on and store it. She explicitly said we had twenty minutes until boarding closed (6:55) and that we would have time to go there and make it for the plane. I asked twice. Our car was parked just across the footbridge of Sydney domestic airport, (opposite the Terminal 2) but we chose this option as she reassured us. We ran to storage, it was closed. Our first issue is that the Jetstar staff member directed us to an airport service which she didn't know the operating hours of. By the time we came back, I left my brothers to run my bag to the car, however I received a call from them saying they weren't allowed through by Jetstar representatives as it was too late. All email communication as well as the company's website clearly states that bag drop off closes 30 minutes before departure (which would be 6:40). We arrived at 6:35 and were told it was closed. At this point, my brothers could have gone through and I could have taken my bag to my car, but your staff assured us we had time and that storage was open. We missed our flights and have wasted $1200 and half a day with our family because of jetstar staff and their advertised timing. We require monetary reimbursement.

My name is Stephen Power
My wife and I booked a flight to Bali flying out of Brisbane June 7th to Bali returning June 16th
On arrival at the airport we checked in through Jetstar international airport
It was not until arrival in Bali that it it came up that the wife's passport would expire two weeks short of the six months required.

The airport in BAli questioned how Jetstar allowed us through check in when they knew the requirements for entry to Bali.
The Australian consulate in was called in Bali and they questioned how did Jetstar allow you through checkin knowing that your passport was not valid for Bali.
We spent 14 hours in Bali airport to be put on a plane back to Australia because Jetstar staff could not do their job correctly.

The Australian passport office was called only to be told that Jetstar should not have let you through.
Jetstar in Sydney advised us that this was jetstars fault due that the fact that we should not have been allowed to leave Australia
There has been $2500 spent on this holiday destroyed because Jetstar couldn't do there job
I will take this further if i do not get a satisfactory answer
Look forward to your response

I recently booked a Brisbane to Sydney return flight for 2 just for a weekend trying to save money as I had to organise a rental car and accommodation and entry to a show that my family would be in. Of course I miss my family and don't get to see them so I really needed to make this happen. Having done the searches and linked everything together I received confirmation email from Jetstar and (no!?) the time of my first flight was a night time flight instead of a morning flight, did the "change flight " run around explained I just wanted the time change hoping it didn't cost a fee. Well no, there was no sympathy just a better change now before price goes up. Even after explaining that the time error affected all my other plans I still had to pay for another fare. I would have thought a small fee for just a time change (no) so $800 later that's like buying for 4 people instead of 2 unbelievably I will never fly do book anything with Jetstar again, no compassion or help whatsoever. Seems I am not the only one who has had similar experience with Jetstar, very disappointed and now financially damaged.

Hi team, I received a credit voucher which I was told that only I can use this voucher for myself and not any member of my family. The voucher has a expiry date of October 2018.
I can not travel for atleast another 12 months due to commencing a new job.
I believe since I was the person paid for this ticket I should be allowed to use this voucher for my family members. I would like to use this voucher to buy a ticket for my husband. Please advise how we can come to a resolution.
If we cannot come to an agreement I will take this matter further to the ombudsman.
Please contact me on [protected] to discuss or email.[protected]@gmail.com.

Submitted by Wah Wah on Wed, 06/06/2018 - 17:52
My American aunties (x4) and uncles(x2) came to Australia to visit me, they are all senior citizens with the youngest being 65 years old. Within Australia, they flew domestic from Sydney to New Zealand (Jetstar.. Delayed) then from New Zealand to Melbourne (Jetstar... Delayed). On the way home at the end of their holiday, they had prebooked Jetstar from Melbourne to Sydney leaving from Avalon Airport as it had the first flight out to Sydney at 6am. Taxi fare to Avalon $130. They arrived at Avalon at 4am only to he later told that their flight had been cancelled. Their English is not too fantastic and had a hard time explaining that the had a connecting flight to Los Angeles from Sydney. Nothing Jetstar could do they said only rebook their ticket but it will be leaving from Tullamarine Airport. My elderly relations had to take another taxi to Tullamarine costing $140. No offer of transport was offered to them or were they even reimbursed/voucher for the taxi. They waited 3 hours in Tullamarine and arrived at 11.49am in Sydney. Their connecting flight has left on schedule at 10.18am.

My relatives called me all frantic as they didn't know what to do. There is no American Airline counter in Sydney to talk to. The airport staff told them that they had to buy new tickets and do it online. That would mean that they had to buy 6x tickets to LAX then 6x tickets to NYC then 6x tickets to Newark Airport. All these tickets would be last minute tickets that would cost an arm and a leg.

I called up Jetstar for a "please explain" they kept me on hold for 2.20.42 hours before I was "suddenly" disconnected. I'm furious how they cam get away with this kind of behaviour and getting away with no repercussions for what they are putting people through both financially and emotionally.

How can we let this go on? Why have we not done a class action suit against them? I will keep going with this, because of their actions they had put my elderly relatives into financial hardship.

I purchased a return ticket for $903.82 from Melbourne Tullermarine to Darwin. June 6th & June 12th on the date of June 2nd.
I received my Paypal receipt.

This morning (June 6th) whilst conversing with Jetstar's online chat regarding a baggage enquiry, I discovered that another $903.82 had been withdrawn on this same date.

I am now in deficit of $668 & have no money in my back for my holiday in which I'm leaving tonight.

I'm angered beyond comprehension that $903.82 has been stolen from my account & so secretively. There has been no email notice.

I have raised this concern & complaint online, provided a screen shot of both transactions, rang numerous times & I have been told it is not with that department's capacity & online chat told me the assessment will take 10-15 days! I'm disgraced that I'm expected to wait for this unrealistic & unfair time with no word about resolve. No apology, nor acknowledgment from staff about this outrageous situation. $903!

I want someone to call me tomorrow on
[protected] tomorrow whilst I still have reception. I want this resolved ASAP & won't accept anything less! If I don't hear a follow up I will be taking this further.

Not right & totally unacceptable!
Infuriated!

Just letting you know of my dissatisfaction of return flights from Gold Coast to Narita. After Gold Coast flight delayed 3hrs and then our flight home cancelled not happy. By the time we read our email in the morning all other flights for that day were fully booked. As we had to leave on that day we had no choice but to book with Qantas which cost us $739 each. As our original flight was a free return made it an expensive trip home. Not happy

Missed bag dropoff and our flight (JQ745 to Launceston) this morning bcoz you only had 2 ppl working at the Closing Flight line, 2 people in the general line and a few dozen chinese people in groups holding up both queues with a thousand bags and bits! We waited and waited in line until eventually we heard on the intercom to go to the closing line to no.39. When we got there, your ridiculously cranky and rude staff member at 39 kept turning people away and waving her hand for people to go back to the line so there was just the one counter operating amongst the chaos with about 6 chinese people constantly walking up and standing around the counters. No.39 lady kept shoo'ing ppl away in the rudest tone, clearly did not want to be there and obviously hated her job. She sat at her counter forever working her computer doing God only knows what, occassionally looking up to snarl and snap at people. A manager on her walkie talkie eventually came out, looked around at the chinese people, looked at their bags, asked a few questions and stood around. At no time did any staff member do any due diligence to call out/ask/urge anybody that was left lining up to approach counter 39 asap. Eventually lady no39 called us over when it was convenient for her. We approached and handed our boarding pass to her. She bluntly snapped at us and said "flights closed, I called 3 times, how am I supposed to know you're in the line" ? And just like that she waved us away. Absolutely disgusting and unnacepptable service! We were clearly getting the cheap service we deserved for the cheap flights we paid. Not to mention the call over the intercom only happened once, not 3 times like she had said! Because you guys only fly to Launceston once, we had to purchase 2 new tickets through Virgin and paid an extra $900 for our trip because of your staffs incompetence and the lack of coordinated service to get passengers on flight. There was no sense of urgency displayed by her at any time, no empathy, just downright precious arrogant behaviour. I wonder how many other passesngers miss their flights through no fault of their own? If we hadnt already locked in hotel or hire car bookings we would've caught your next flight tomm. Unfortunately for us we have had to fork out almost $1000 to get on the next flight with a different airline and we havent even left syd yet! The only thing that made us feel a little better was the exceptional service we got over at the Virgin counters. Staff were friendly, empathetic, helpful, the longer line moved so much quicker and staff worked efficiently. I will be mindful about flying Jetstar again if this is the type of service we get.

My daughter and I took a jet star air from Cairns to Goldcoast, 29/May and that morning my daughter felt vomit and headache so I asked to get some paradol from staff in the air but that product wasn't brand paradol and expire date was May /2018 so I didn't give it to my daughter.
Later on one of the other staff came to me and asked several questions which wasn't necessary that time.(can you travel?, are you o.k?...)
I said we should go back home...and then she told my..'oh..you want to go back home...and so on.
In the air, simple medicine and first aid kit can be there all the times.
And of course we need to go back home...they need to ask other things and care more customer well.
They didn't say 'thank you or bye' to others when we get off. One old woman was doing something but didn't say bye or thanks to other customers which wasn't happy situations and first time on the airline.

Booking reference CK51NK. Caitlin Riley and Nash King
Travelling with my 2 year old son, I have checked in tonight and he is seated at the opposite end of the plane to me. Called customer service, spoke to Michael (employee number XPMI02) and was told there was nothing they can do.
How you guys can expect me to sit away from my toddler is absolutely abhorrent AND the fact that I spent half an hour on the phone and NO ONE would help me. What happened to your customer satisfaction guarantee? I am so stressed out and upset and anxious about my flight tomorrow I have NO IDEA what to do. Your customer service staff have done nothing to help me. I have paid money for a ticket which you guys are happy to take but you refuse to help me?
If this is not rectified I will be contacting the newspapers, the news stations and the ombudsman.
YOU CAN NOT EXPECT A TWO YEAR OLD TO SIT 15 ROWS AWAY FROM HIS MOTHER.
I want this fixed and I want an answer as to why your customer service staff and managers (Michael) do not care that this has happened. Absolutely disgusting.

I had a flight booked 20/6/18 and have had to change time and Jetstar would not let me just change it so I then had to pay a second time rather than pay a rebooking fee. So now I can not get my money back or a voucher and cannot reinstate my flight and have been left with no choice that to pay twice for the same flight. And then to add insult to injury Jetstars coustomer service department is uncontactable

I weighed my carry on at the gate. The scale indicated that it weighed 8kg. The attendant wouldn't let me carry it on and told me to check it in (I had no checked in baggage and no discretion was considered). I paid the stupidly expensive for no reason checked in baggage price and proceeded t0 check it in. When I put it on the check in scale it weighed my bag at 6kg.
I showed the weight receipt to the desk staff and asked that they have maintenance look into recalibrating their scale at the gate to avoid fraudulent money grabbing tactics. The man refused to acknowledge that the weight receipt was a correct indication of weight and asserted that the scale had been checked. As a result of jis confirmation of that fact, I am now satisfied that Jetstar are fraudulently stealing money from customers.
Terrible/zero customer centric service. Poor quality equipment and zero sense of untrained staff. An abysmal excuse for an airline that can't get the basics right. I can only draw the conclusion that their lack of attention to detail also means that their fleet are lacking security detail.