Jetstar Airways
Reviews and Complaints

Hi On the 28th May 2018 at approximately 18.00hrs I was trying to book flight specials for my family advertised on a recent email for flights from the Gold Coast to Melbourne Tullamarine on the 27th July 2018 return 29th July 2018, 08.40am dep for the price of $75 pp.

The booking was to be done in two stages as two of us were to return later than the 29th Jul.

On selecting the dates for the first half all was going well until I went to complete the booking and it would not go through. No notice as to why this happened.

So restarting the process I went to select the flights again and the price had increased substantially. No explanation why the sale price was not available now as the finish of the specials did NOT finish until 11.59pm that night. 28/05/18.

When contacting the support service via internet I was unable to get any resolution to why there was NO information to say how many seats were available and the plane was NOT listed as full.

As a regular user of Jetstar flyer I was not offered any other suitable alternative as this particular time was only suitable for ALL the family.

These special deals need to specify how many seat are available at that price and as they are sold the Jetstar internet site needs reflect the Current number left for that flight.

I would like to see the Airline honor the flights that we wished to take on the dates we were wanting to fly at the sale prices.

Before referring this the the Airline Customer Advocate, I ask that you take this into consideration to our situation that we find we are in due to this issue happening.

Yours Sincerely,

Les Hume & Family.

[protected]@hotmail.com
Ph. [protected]

Jetstar tue may 15, 2018 JQ37
My name is Librayanti Kooyman
And my partner name
Is Anthony Hodges
(He is suffering from COPD)
[protected]@bigpond.net.au
[protected]@gmail.com
When we tried to check-in the woman at the counter was rude to us that she had for this about our baggage made me who which I am so as I am suffering from chronic obstructive Palmaury disease and fix it up and I have trouble breathing and my partner was very upset, our bags put stuff back in eventually we had to pay a lot of money and she was rude when I got on board she put as the incomplete separate seats as we were up In the airlines and as I'm suffering from long disease and have trouble breathing when I went as she was down the back of the plane and they put me out the front she was really nasty for doing that when I asked for assistance as I couldn't breath
I wasn't allowed to sit down in the chair at the back they stuck me standing up next to some little vent they didn't offer me any assistance but didn't help at all they didn't try to arrange someone else to sit so my woman could sit next to me and care for me but I was suffocating they didn't offer me any help to get off the plane wheelchair or anything when we travel with virgin they were completely opposite they help to support this they set me up the back they gave me oxygen they got a wheelchair for me that looked after me as I was nearly dying you ruined our trip was disgusting we were so upset at the count of the woman The woman at the counter was just don't argue with me did it it it it it it so when ruined our trip thank you very much and when we got on board they weren't didn't help me at all I was I was suffering I couldn't breath they just ignored us and we are rude and when I went up the back to talk to my partner and they wouldn't do anything to help me I need to sit down they wouldn't even let me sit down and one of the better we are in one of the schedule this for us they didn't help me at with anything it was disgusting six hours of hell on your plane will never fly with you guys again and if we don't get some some sort of restitution for this we will go public with your [censored]

We really mean it
If your company don't do anything about this
We will send this letter to the news
/world wide public complaint

Good Morning i have booked 4 flight under booking MLEMKX 03/11/2018. My son is in year 12 & has now been told he has an exam on 07/11/2018 that he can miss as its ATAR maths. I did try to change it & there were no charges for the new flights but there is a charge of $600 which is the fee. Can someone please call me [protected] or [protected] to help me with this. I understand that you do have charges but this is not a normal request for an exam, as you can imagine very important as its his last year at school.
I do hope that someone can help me out with this as i do not want to have to contact the Ombudsman. Is there anyone that can please help me out on this one occassion.I have called the call centre but they requested i go through to the complaints team as they cant help me.
please call me
Thank you for your time Janey Richards

Hi .
We had booked on the above flight to singapore from Perth at 11.50 am 27th may.
We had confirmation the previous day and went to T1 as that what our confirmation email from jetstar the previous day had said and then upon arrival was told was told that jetstar terminal for international flights was the next terminal .. then upon arriving at the next one was told that there was no flight from jetstar leaving for singapore at that terminal and told to go to another one and then when we get there told that that flight does not exist and the only flight to singapore at 11.50 was a quantas flight and that was another terminal .
But our flight number did not exist .we had to taxi to and from each time as we didnt have time to take the free buses as we had no idea what was going on ..this was a very expensive exercise.
When we get to the quantas terminal we find out we are booked on that flight ..not jetstar and that the tickets were "sold " to them .
This was never communicated to us from jetstar and even sent a confirmation email the day before with JQ 6071 .. but actually were booked on Quantas QF 71 .
I would like some explanation on why this has occurred and never given any pre warning regarding this and would like my money for the taxi fares reimbursed.
Each taxi ride cost $25 each .
I am a frequent jetstar customer and am very disappointed that my holiday has started out like this . This was meant to be a relaxing and enjoyable experience, but has been stressful and expensive thus far .
Regards
Alanna scally

Hi, I would like to file a complain about an arrogant Japanese lady crew in Tokyo Narita International T3. Her name is "Suzuki" as she personally wrote it when I asked in a piece of paper.
As we checked in at counter B2 around 4:30PM of 22May2018 under booking code X9BVJR, we are about 5kg over baggage in our hand carry. We noticed that this lady wasn't polite as we know about Japanese people. I told her these are duty free chocolates we have just bought inside the T3. MADLY, She asked us to pay but we took some of our jackets to lessen the weight. When she saw our Japan travel book by lonely planet she took it and place in the desk. So we need to pay 7000 yen and was instructed to pay in C1 counter.
I asked about our books and she said RUDELY to throw it away and leave! We felt that because we are of other race we cannot pay!
I told her why are we going to throw it, again angrily told us because we are over baggage already. She told us to leave because there are people in line. Politely, we said that we are going to pay if we need to. She has no right to possess our books and tell us to throw it instead and leave. She charged us again and made it 9000 yen.
I asked her name but she declined at first but she felt we are serious and she arrogantly wrote it in the piece of paper "Suzuki". Sarcastically smiling!
We have this document with us to prove that it was her. Nevertheless, I also believe that she logged in so the system knows her who admitted us in B2.
Confusely we asked the man in C1, Mr Ryo Kayo as we are paying about the name of that lady. He answered the phone and it was her on the line. We look at her and it was her talking on the other line to the man in C1. This guy decline to give her full name. It was a CONNIVANCE.
As we are not satisfied, we went to D10 and asked Ms. Ayano Saito about that Lady and we showed her the Suzuki name in the paper. She told us it was not her real name and hesitated to give also the real one. Ms. Sa ito apologized in behalf of that rude "Suzuki"
We are now filing an official complaint about "Suzuki" on the grounds of :
1. Rude and unpleasant behavior
2. Lying about personal name
3. RACISM
4. CONNIVANCE
5. Unapologetic inspite of Ms. persuasion

We demand an answer from your office.

On 6th may I purchased 4 flights to Phuket with extras on the official Jetstar website.
I have noticed since then on my invoice that I have been charged "third party charges" of $284.00 AUD.
I would like to know what these charges are for and why I have been charged them.
There was no third party involved in the booking process as I used the Jetstar website.

I had a ticket to Queensland but did not see the flight.
I went to Jetstar Customer help deck at Tullumarine Airport at 7 am.
I was told. I was not on a Jetstar Flight
There was no Jetstar Flights at 10 am.
I probably got the wrong company, try Tiger or another.
Did I have a print out of numbers.
I said no I am sure it was with Jetstar Flight
I asked the lady at the lady at the deeck to find the numbers
I went to all the other airlines and had to use a computer in Heavy baggage.
The flight was with Jetstar at Avalon! By then it was to late.
I could have got a bus from the city at 7.30 am
I went back and asked what they were going to do about it?
1 started to talk whilst I was talking, then said I was yelling.
I said that was not true that she had spoken at the same time as me and she was falsely accusing me.

They said I was abusive, I said stop pink collar abuse and arguing with me.
One said, I had not been the there at 7 am.
My flight was from Avalon, I should have know, that I had to pay $50 more for a flight 2 hours later.
I said if i Had been told I could have made my flight at 10 am got to the on call work as a nurse at GCUH.
I want the $50 refunded and the woman told not to talk like the above again.

My family members and I had booked jetstar to attend a funeral in Brisbane on 13th May. We were flying out Saturday afternoon to evening on different flights. All our flights were either cancelled or delayed. I was suppose to be back on Sunday to spend Mother's Day with my children, only to have my flight cancelled and put on the last flight whereby I didn't even get to see my children.
The family was stressed to begin with and Jetstar added to our woes by cancelling flights left right and centre. We all paid a lot to book last minute flights and Jetstar you were pathetic! I ended up using all my Qantas frequent points and paid $200 on top.
Just want you to realise how your service is making people's livea miserable. You have lost my business for ever. I gave you 3 chances and there has always been a stuff up!

I would like to express my extreme dissatisfaction and disappointment at travelling with Jetstar on flight JQ 947 ON 21/5/18. We have travelled with Jetstar on several occasions and have never experienced anything like this .
We checked our baggage on at Cairns and then your colleague wanted to check the weight of our carry on baggage and this is where the disappointment arose, my wife's bag was 6.2kg and mine was 12.6.
We were told that I had 4kg spare on our checked in baggage and the check in attendant asked if we would like to take some stuff from our carry on luggage and transfer it into our checked in luggage, we were not keen to do this as i have a lot of expensive camera equipment, lens, drone etc and i didn't want to damage it, i explained to her that on the way out i carried my camera and laptop and she said that was not allowed. As i have expressed in my carry on luggage i had my DSLR camera with 4 lenses and 3 batteries, a Drone which has a rechargeable remote control which has a lithium battery and 3 batteries, a selfie stick which is rechargeable, a lap top and headphones also rechargeable and one bag of boiled sweets for the flight for altitude problems these were all in my carry on bag, i gave my wife the sweets and laptop and i had to put my small bag which had my lenses in into my checked in baggage, i was not happy as this added undue stress as my lenses are worth around $4000.0, but not realising at the time that i had 2 lithium batteries with lenses as well in the bag, you can imagine that this was an extremely stressful time, moving luggage around whilst other passengers are inline waiting to check in.

we then went to the shop to purchase food and drink, now i had more space in my bag i put the purchased food in my carry on bag and took my laptop back off my wife to carry, as we started to line up to board our flight another air steward wanted to check the carry on bags weight again, i explained that we had had our bags checked and we had moved stuff around brought food etc but your colleague was oblivious to that fact and carried on telling me to carry my laptop.

This caused me to have anxiety the whole plane journey and almost to the point of having a panic attack after realising on the flight i had left 2 lithium batteries with the lenses.
Now i understand security checks and waiting around for these to be done is fine as we travel a lot but i don't find it acceptable to have to take out expensive items from one bag to another after they had been carefully packed to avoid damage. on that note I come to my final point when i got home and checked my lens one seems to be not operating correctly so I will need to take it to a repair shop to get a quote also.

I look forward to hearing from you swiftly in regards to these matters.

kind regards

MARK FARRELL

On May 20th 18 I travelled from Sydney to Auckland. My Baggage was missing. But the experience of talking to agents and customer services was more frustrating. No clear answers. No one was able to trace a checked in baggage. No one was able to provide answers to emergency assistance. The claim form requests a full detailed information and all partiulars about my bank account. So much information that anyone can get in to the account and draw from my account.
Jetstars with bags even charged baggage fees for the first bag
So far the service and response has been awful.

My report number is AKLJQ16940 submitted on May 20th 2018 at 3:38pm
Airline ; Jetstars with bags.

I was booked on a flight from Adelaide to Brisbane JQ 783. My partner was suppposed to booked on the same flight. The lady who served us at Adelaide was excellent but apparently my partner was not booked on my flight. The jet star assistance said to check with Tigerair, (which I did) and if it didn't work come back and see her. As that didn't work we then had to book him on another flight which we did and I went to go through security. If I was told that I needed to go to the gate straight away and let my partner sort his flight out, I would have. That advice didn't happen. Instead, My name was called and I rushed through security and ran to the gate. The gentleman was just walking down the path and said it was now closed. 1-2 mins! I couldn't get on my flight. They took my bag off which would have taken longer than letting me on the flight when I was there. That is seriously the worst customer service I have ever come across and I fly very regularly for my work. I have been unhappy with the service of Qantas and usually choose to give my business to Virgin. I was encouraged to try your airline as alternative and the experience has left me very upset, and I believe financially penalised for following the directions of your staff - despite their good intentions. I should have been directed to the departure gate immediately if there was a chance that I would miss my flight. At this stage, if this is how passengers are treated, I won't be flying Jetstar again and I will be discouraging people from using your services after this experience.

Two days ago, on [protected], I went online to book a return flight from Melbourne to Brisbane using a voucher I had been given.
The voucher, IF it had have worked, would have covered the bulk of my flights and I would have been approximately $75 out of pocket.
When I got to the last stage of the booking process where I just had to apply my voucher and enter the number of the voucher - it didn't work and wouldn't accept my voucher.
I tried 4 times but in the end decided to ring customer service for assistance.
The girl on the end of the line was very nice and fiddled around for a while, not being able to work out why the voucher wasn't being accepted from my end.
Eventually, the girl helping me said that she could enter the details manually from her end, which she DID.
She then told me the amount that had to be paid to complete the process once the voucher had been applied - and it was MUCH more than the price I had initially been asked to pay before the issues with the voucher not being accepted.
When I questioned this greatly increased amount I was told the price of the tickets had gone up while we were talking on the phone.
I said that this wasn't fair as it was not my fault that the voucher didn't work and that I had had to go through this process on the phone through customer support.
The girl helping me said that she would offer me a voucher for $50 with Jetstar that could be used on a future flight (nit this particular one of course! ).
I told her that I didn't want a $50 voucher because of the issues with THIS one and also because I wouldn't be able to use it within 6 months anyway so it wasn't really worth it.
Also, the $50 voucher would fall well short of the original difference I was being asked to pay now.
Your system is unfair, flawed and I think it is 'dodgy'.
I suspect that once my voucher gets sorted and I go in to book a flight I will now be paying a very inflated price as I suspect that your 'system' will have a record of my name and will automatically up the price!
That is my complaint and when/if someone rings me to discuss this I want it to be someone who does NOT have a strong accent from another country because I am 68 and I can't understand these accents!
The price I was originally quoted before the issues with your faulty voucher was $375.49 and my voucher is worth $301, meaning that I would have been out of pocket to the amount of $74.49.
This is the amount I want to pay and NO MORE because it was NOT my fault that this happened!
I would like someone to contact me as soon as possible and if this is not sorted out fairly I intend to let this situation be known through some of my social media platforms.
I am not one to complain normally but I feel VERY strongly about the unfairness of what happened.
Thank you,
Lynne Pearce
[protected]@gmail.com
ph [protected]

Hi,

We have arranged a holiday at the Whitsundays in Oct 2018 in Dec 2017 and January 2018 we found flights that suited our travel and booked these well in advance to ensure we could meet our other arrangements. We have received a change of flight and have been very disappointed with the customer service provided. While Jetstar offered us the bundle fair that we originally booked they changed our flights. The original flights are still available but are not offered to us any longer. I was advise that this was due to the amount of time between flights not being long enough if there were delays. Prior to booking the flights I realised that the time factor was very tight so I called the customer service phone number and was advised that it would be fine as long as we booked the bundle. So we went ahead and did this. Now the flights have been changed we have now had to accomodate in Brisbane one night at our expense and fly to Proserpine the next day. We were advised that we could have the original flights if we wont but at our own expense if Jetstar was delayed. Then we were advised that this is the only change we can make and if we needed to make any other changes there would be a fee. This seems unreasonable when Jetstar can change our flights whenever they want? Now the family we are flying with is trying to book the same flights we have been changed to and they have advised that they cannot offer her these flights due to the booking being made differently. This is not true because I made both bookings! Jetstar has then offered for me to change my flights to suit her flights but want to charge me an extra $525. Surely this is not the case? Then on our return flight our flight was changed from the 17th Oct to the 19th Oct and flying via Melbourne to get the Darwin? Why the change of date, does Jetstar not realise that people work and book flights to suit there itinery? I must say Jetstar was happy to give me a refund on this flight so I will need to find something else. I am scared to book with Jetstar now as anything I book could be changed at anytime then made my problem.

Hello,
I am really disappointed with the customer service of Jetstar. My flight got cancelled yesterday and had to stay another day in Queenstown. I was told there are two hotels that the passengers would get for their accomodation either Mercure or crown. I wanted to stay at crown as I don't like Mercure as a brand. The manager Casey Kelly at the jet star desk in Queenstown New Zealand said she would get me and my partner in crown if we waited for around 2 hours and came back at 5:30 PM. Turns out that the manager changes and the new manager says that she is informed that me and my partner shouldn't be given crown at all and we were forced to stay at Mercure. When I heard that from the other manager I wanted to take a recording on my phone of her saying that. When I tried getting my phone out the manager blackmailed me saying if I did that she would call the security and get me off the airport. I felt helpless and ridiculous and victimised at that moment and don't believe how can the customer service manager be so rude to someone after knowing it's their fault and we had to face a lot of inconvenience overall. I would like some action to be taken against them and wouldn't want anyone else to face such people ever.

booked a flight from Brisbane to Launceston on Jetstar EJG86K. When it came to pay it gave me the option of using some of my QANTAS frequent flyer points. I decided to use 3500 and paid the balance. A month later with phone calls to Jetstar and Qantas they still have not finalised my booking and stating that I still have an outstanding amount of $23.45. Does this mean that in future when booking with Jetstar the information on their webpage re payments I ignore the part referring to frequent flyer points. Is this false advertising?

Dear Jetstar,
The following is a complaint I made in
late 2017 and your response to it. I did not know at that
time I needed to follow a set protocol for making the
complaints. I am still not at all satisfied with what
I was charged for my return trip to Launceston - Sydney.
I do hope you will reconsider your reply and
re-compensate me for the high cost you asked me to make for this domestic
fare. Thank you
Regards,
Carol Williams
14/05/2018
"Dear Jetstar Customer Care, I just had a harrowing experience with Jetstar and I have also been overcharged. The long and the short of it is, that I jumped at the ad 'pay one way, the return is free'. Of course I do understand that this would be nonrefundable. My mistake. Anyway, as it turned out, the flight did not fit our final flight out of the country and so I had to pay another $300+ for the flight and its return. I do understand that it would be expensive, but this domestic flight is almost the same as what I am paying from Sydney to Japan and return! Jetstar is not cheap! Please can you look at the attached as was sent to me. You will see I had to pay for the Call Centre 'spoilage'. I actually booked the second flight by myself on line. Can you please offer me some recompense? And I should add that the add-ons such as baggage I never chose. Thank you. Please see attached. Yours sincerely, Carol G. Williams 10/11/2017"
Jetstar's reply
"Dear Jetstar Customer Care, I just had a harrowing experience with Jetstar and I have also been overcharged. The long and the short of it is, that I jumped at the ad 'pay one way, the return is free'. Of course I do understand that this would be nonrefundable. My mistake. Anyway, as it turned out, the flight did not fit our final flight out of the country and so I had to pay another $300+ for the flight and its return. I do understand that it would be expensive, but this domestic flight is almost the same as what I am paying from Sydney to Japan and return! Jetstar is not cheap! Please can you look at the attached as was sent to me. You will see I had to pay for the Call Centre 'spoilage'. I actually booked the second flight by myself on line. Can you please offer me some recompense? And I should add that the add-ons such as baggage I never chose. Thank you. Please see attached. Yours sincerely, Carol G. Williams 10/11/2017"

I booked a flight I9VTQY - Sunday 24 th December, 2017 from Honolulu to Melb .

I changed the flight to Wed 13th June and got the Starter Max.

When I asked if I could get a credit voucher I was refused and told that because the original flight was a Starter Plus I could not get a credit.

I travel frequently with Jetstar and usually find Jetstar's service to be great but this policy was not clear when booking the other flight.

I will continue in my pursuit of a fairer and more transparent details when booking flights.

Date of the Incident: 10 May 2018
Client Number: not available - name is John Carleton Kelley
Booking Reference number: DESTSM
Incident Description:
1. Booking - on 8 May I booked on Jetstar's online system, flight BL661 to from HCMC to Bangkok, for the 10 May flight.
2. On 9 May evening I attempted to change to 11 May, the same flight and itinerary. The change was not successful because Jetstar's website would not take my card payment.
3. I received no notification by email or any other means that my itinerary had been changed.
4. On 10 May I went to the airport to check in. I was told that my flight had been changed to 11 May, even though my payment was not successful. So they advised me to buy a new ticket to fly on 10 May, and go to Jetstar for a refund.
5. On 11 May I spoke for 45 minutes with customer service, and they told me that the ticket is not refundable. Yet, I am not asking for a refund. I am asking for Jetstar to correct it's mistaken changing of my itinerary without notifying me.

My request in this complaint: Jetstar has fraudulently changed my ticket without my payment and without advising me that it was changed. Therefore, they should provide restitution for this fraudulent activity.

And I should note that this precise problem is apparently frequent with Jetstar, according to the Jetstar ticket counter agents in HCMC.

I writing to complain about a flight attendant name Dee. I flew on flight JQ958 from Sydney to Cairns on 8th May 2018 at 1435.
I found the flight attendant Dee very rude and abrupt. Her entire attitude for the flight was I dont want to be here looking after these people. From the emergency procedure demonstration to snatching rubbish off people in clean up before the end of the flight. I fly with Jetstar about 6 to 8 times a year including return flights and have never had one of your staff make me feel as uncomfortable as this attendant Dee did. It is not a good look if your staff appear this miserable

My flight was orginally from melbourne to auckland. 4 hours prior to my flight I received an email regarding my flight was cancelled and I was arranged another flight tomorrow morning to gold coast. I had a 6 hour layovery at Gold Coast airport and on top of that the fight got delayed another 1hr 30 mins. Never flying Jetstar again, no wonder they're a low budget airline you pay for what you get