Jetstar Airways
Reviews and Complaints

On March 26, 2018, I and my husband were due to fly back to Gold Coast returning home from Cairns. There was cyclonic rain Sunday and Monday and several major road closures around Cairns. Because the main highway was closed near Palm Cove where I was staying I was unable to get to the airport for the 9.10am JQ 967 flight to the Gold Coast.
I tried to notify Jetstar twice to say I could not get the flight due to circumstances beyond my control with the weather conditions at the time.

Jetstar said I could get another flight next day at double the cost, I declined.
I was consequently a no show on the flight and apparently forfeited my fare. The airline was unaffected and flew out on time but probably without several of the booked passengers.

Surely Jetstar you can compensate your customers when there is extreme weather conditions as there was in Cairns at the time.

Hi, my elderly mother (who has COPD and epilepsy) and I arrived in Melbourne this morning at 11am from Ho Chi Minh expecting to get on our flight to Hobart at 2:50pm. After going through customs we headed down to check-in and was told we were too early and had to wait 2hrs before our flight appeared on the screen. 12:50pm arrived and we went up to the self check-in but our flight didn't appear. So after waiting another 10mins and trying again I asked one of your employees if she could help and was told Mum and I had been put on to another flight 8:45pm. I was then told there wasn't even a flight for 2:50pm so I heading over to the service desk and Lynda informed me that Jetstar had tried to ring me last night approximately 8pm to inform me of flight changes. 8pm last night I was sitting in Saigon airport waiting to board Jetstar to come home. I also had my Vietnamese Sim card in my phone and had roaming off. When I checked my voicemail after Lynda had told me this I had 2 one at 8:01pm and the other at 8:02pm both messages were blank, not a word was spoken. Surely seeing our whole 3week trip was all booked with Jetstar flying from Hobart-Sydney-Ho Chi Minh-Da Nang-Ho Ain- Hanoi-Ho Chi Minh-Hobart when they realised they were cancelling the flight they could of sent an e-mail instead of trying to ring the night before when it was impossible to get in touch by phone. Lynda went to speak to her Duty manager to see what she could do. Grace came back to speak to me and said that there wasn't anything she could do as the earlier flight was at 12:45pm and had already left and we wouldn't have made it anyway as we would of been going through customs and waiting for our baggage. Not much help from either women. Now we have to sit here and wait for hours until we can check-in. Mum has been up with no sleep since 7am Monday morning and we haven't even been offered a drink let alone an apology. Mum said she can't believe her first trip out of Australia has been soo poorly dealt with on the final flight home

Problems in sydney airport. Told by media not to arrive at airport. Tried to contact jetstar by phone & no response, tried to use vitual person but again told to ring & still no response. Then checked flight & saw the flight was delayed from 10am to 11.20am 9/3/18. We were due to check in 2 hours before flight & due to problems in & around airport when we checked in we were 8 minutes late. We werent allowed to check in & when we went to the desk we told we had to change flights to a later flight & we were charged extra to do so. We then had to wait hours in the airport as the next flight was 3pm. We were told no bags could be checked into the hold any later than 2 hours before however anyone with over weight hand luggage can have their bags put in the hold minutes before the flight is due to leave. So why couldnt our bags have been put in the hold? This was an airport issue & not our fault.

13.3.18 - Rang Jetstar 131538 and asked for an upgrade price for a change to my ticket from 22.3.18 to 22.12.18, I was told it would cost more for a one way flight Perth to Singapore than for to buy 2 return flights with Scoot Airlines for 22.12.18 with return 29/12/18. Jetstar's opposition. I paid $200 for this ticket AH65JQ and Jetstar require another $935 to upgrade. When I was told I could move the date I was also told it could be a date in 2019. They were unable to offer any date in 2019. It would result in me moving the date to another date in 2018 and pay the difference plus $90 as administration fee and then pay another $90 administration to move to 2019. Also included would be the difference in the price of the flight. They were unable to offer me a direct flight as I had brought in the first place and the flight would have a stop over in Bali. Under the circumstances they should offered a voucher for the ticket or a refund. There was no restriction on changing the date when purchased.

So.. Melbourne has 2 airports, as I now know.
Realising I had booked Avalon after studying the map I realised it was no good for the car hire and accomodation I had selected and paid for.
No worries, they have a within 24 hours of booking cancellation policy if your trip is over a week away.
Except they don't.
It's only for the US website, Jetstar.com.
Interestingly none of the pages relating to cancellation for the au site work, they have 404 errors page not found.
Apparently not only was it not the right website but my ticket is a starter ticket so is non refundable whatever.
They offered to upgrade the ticket for $820, but then said they would waive this and charge $268 plus $85 per flight ( return ticket) per person to change it to the other Melbourne airport.

It would be cheaper to rebook.
Avoid like the plague.

I went to Adelaide from Perth. Perth airport Jetstar customer service measured my baggage and got positive sign for carry on 3 baggages. We have family of 3 person including my 4 years one. We always need to take her little bag with full of necessary things like water and wipes and an extra dress. That's it. My wife has a Vanity bag. So the Perth airport Jetstar allowed us to go. Nice. Now at Adelaide during returning, they asked me you need to weight all the bags including my daughter's small bag and my wife's vanity bag and they said it should be total 21 kg for all the carry on baggages. Now I told them several time that Perth airport didn't even measure those small bag how come you measuring those? They said what happened in Perth stays in Perth this is Adelaide. you are very lucky in this case that Perth didn't measure it. I said are you the same airline people or just the normal random public providing service here. They said niye you need to cal down and pay $60 for the extra weight which is like 2 kg from my daughter ‘S small bag and my wife's vanity bag. Otherwise they wouldn't allow us to go. WTH and WTF. I was furious and said ok take my money and this is the last time ever in my life to board on Jetstar at Adelaide.

When I booked a flight from brisbane to cairns (return) I failed to acknowledge the pm time when I was meaning to book an am flight. When I recognised my error when receiving the booking email I contacted jetstar directly via phone to speak to a "customer sevice" person. Only to be penalised $227 for a $50 mistake (difference in $ for flight changes required) on the same day!
I fly with my family of five all over the age of 2yrs so we all pay as adults prices & fly at least twice a year, more often than not the cost is $1k plus when we fly. Extreamly disappointing to have occured such a hefty charge for a honest mistake picked up on the same day for correction!
I can honestly say I will always look to fly with a different provider from this point on because of this appalling customer service incident I have experienced with jetstar.. & completely understand that such a greedy company such as jetstar airlines will undoubtedly snub their nose at such a small $ compliant & wouldn't even give a [censor] that they are losing the business of such a small time customer as I mentioned we are earlier! Something that jetstar management need to & should understand is that us small customers matter to their exsistance and I hope that this complaint makes it to the management personnel & they get that a $100 or $200 dollars is a big deal to majority of their customers! This complaint will without fail make it to the aca also!

Your sincerely (disgruntled ex-jetstar customer)
Gavin mcmillan

On the 31 January 2018 I booked a flight for two adults (REF: WEW9RP) through Jetstar. Upon completing the booking and having requested 15kg for one person (Perth to Bali) of baggage I was overcharged a total payment of $156 was taken for baggage for one person return. I am yet to go on this trip and am very frustrated after booking it myself online that I am being charged for baggage what I should pay for the airfare.

My daughter also booked her family on the same flight on the 14 of February (following my booking) (REF: KEYD9M) and was charged a total of $66 for the same 15kg for one person.

I have tried to resolve this by speaking to two representatives at Jetstar with no outcome. I have looked at their website policy regarding customer guarantee and I see they have breached this policy:
http://www.jetstar.com/au/en/customer-guarantee

We have tried contacting the airline and placed on hold on multiple occasions following my booking and would like a refund on the amount to a fair amount or what is the going rate.

Thank you,
Maria Nardone

Not happy as I booked my flight PJB7KN Melbourne to Adelaide at 11.10 am Monday 20 th Aug. I Booked that far in advance because of wanting the later flight, not realising what the changes were for and that there was still a later flight I clicked on the email changes. I don't want the earlier flight. now you want me to pay a fee to be put back on the later flight. not everyone is good with this computer stuff I will be looking at different airlines in the future when I book.

Welll we were getting a flight at 6.35am, we drove down from whangarei at 3 am to make the flight, and it was already cancelled, we didn't get any messages or emails about a cancelled flight. They only had one service desk on at the airport it was useless, mum had to ring to try get another flight for later that which she did only because she called up!, so then after a whole day of waiting around we were boarding our next flight at 7.20pm. So we made it to that aswell got onto the plane sat there for about 45 minutes with officials walking in and out of cockpit so obviously there is something wrong!, then the pilot says he is waiting for the truck to fuel up well we are all aboard the plane, that's just [censor] why the [censor] would you fill a plane with over a 100 people onboard dangerous as!, so yea the pilot finially said after waiting there is something wrong with the plane so we all haveto get off and he said there is another plane here for us in half an hour!, but guess what our flight wasn't until 1025pm. Another hour and a half of waiting! So we realised the plane wasn't allready waiting because there was no plane waiting at the gate! Another lie! Worst customer service we have ever had!, so we finially went to go get on the plane but by that time we didn't feel safe flying with jetstar anymore because of all the [censor]!, so we wanted to get off the flight just after the boarding gate and the airlines lady was telling us in a horrible manner that we can't get a refund or as soon as we walk out we can't get back on! Obviously that's what we wanted to to I told here we don't want to get on that plane and she was just making a full hassle out of it even when my girlfriend was balling her eyes out she didn't ask if we were okay or if we really didn't want to go on the plane she just walked behind us not saying anything!. It was the worst time we have ever had flying with jetstar we will never be flying with jetstar again and would like our refunds and free flight. The worst service!

Hi,

My name is Michelle Gilpin, I was on a flight from Melbourne Tullamarine Airport to Coolangatta on the 1st November 2017. On that flight my husband ordered a coffee, he was sitting in the aisle seat and I was sitting in the middle. As the hostess passed the boiling water to my husband it was spilt over my stomach as the coffee cups do not have lids. This left me with a very painful burn. I showed a flight attendant and was told that they had nothing to treat the burn on the air craft and so had to sit on the whole flight with my water bottle on my stomach to get relief from the burn. When we landed paramedics came onto the air craft gave me a cold pack and then I left the air craft.

This holiday was a family holiday with my children, grandchildren, parents and siblings. I spent the whole holiday in pain, covered up and could not participate in most of the activities we had planned.

This incident was on the news that night as there was another lady on the plane that had also been burnt with hot water spilled on her on that same flight. The incident was also on the internet.

This incident has already been reported to you by Craigieburn Flight centre. They were told that someone would get back to them in 15 working days. This was in early November and Craigieburn flight centre or myself have still not heard anything back from Jetstar.

I would like to be compensated for my flights, holiday and pain and suffering.

Kind Regards
Michelle Gilpin

I have to cancel travel plans due to ill health. Part of my long trip was a flight from Sydney to Phuket on the 31.1.18 with Jetstar. Despite numerous attempts and failed online chats with Jess, I am no further forward. BA, Air Asia etc. have all dealt efficiently with our situation. I have documentation from my medical practitioner and when I requested an email address that I could forward this to I was informed that the office did not have access to emails! I note from numerous online complaints that this inability to contact anyone is a common situation. I even contacted your Melbourne office by telephone and was again directed to Jess! What can I do?

Well where do I begin. Firstly just to let you know we always use to fly Jetstar .
1. When in Hawaii last year our flight got cancelled so we received $30 per/day meal allowance and there where 4 of us so that didn't go far also we had extra parking at Airport and we were also out of pocket for Hotel difference at the Hotel. So I emailed about this and got told that's the way it is. So I didn't take it any further and got on with it.
2. So on 29/12/17 I realised I had to change my flights to Melbourne and bring them forward a month I also realised that it would cost to change them but not $967 dollars more. What a joke. Does it really cost you guys that much to change a booking. I think not. As I couldn't change it on the Jetstar website ( and no my internet was not down). I rang the number at Jess suggested. The girl was quick to change my flight but of course didn't mention that it would be cheaper to book a whole new flight on the internet. So the flights selling on the internet were $75 but I needed to be charged $110 for my flights because the Manager said those prices are for new customers not to change a booking. Well I thought since I was already a customer that I, d get them for that price. Also I got a $50 voucher to use why not take that of the overcharge of $214. Also my daughter then had to change her flight the next night. An 1 1/2hr to do that ring here, do that. We asked "cant you do that". No I cant then she said I can make the booking yeah forgot to mention that it would cost an extra $35 if she did it. You really need to train your staff. The girl on chat kept saying she was terminating the chat cause she hadn't heard from us that's cause we were on the phone to Jetstar. You need to tell your customers that the cost of changing flights over the phone is more expensive. I know this will just be read and disgarded as was my Hawaii complaint because at the end of the day you have my money and of course I cant come into your office and demand it back. But you will not have my business as your service is appalling. My booking ref is DF7E3G. Jillian Gai Newby

I was flying from Ballina to Sydney on flight :JQ 459 on 30/11/17, I witnessed a passenger lined up at check-in but no staff there to assist her. When a staff member did come from the outer office she approached her to check her bags in and was told the she was to late, the cut off time being 10.15. The staff member would no listen to her and as myself and other passenger could see from the clock on the wall above the check-in counters she still had three minutes left. I felt very upset and angry as the staff member would not give her any time, I feel because there was no-one else in the line the staff just left their stations.
I have always flown Jetstar and this incident has left me very disappointed, I have been in customer service for more than 40 years and would never treat a customer with the terrible service that she received

We had our flight delayed from avalon for 5 hours and received an $8 dollar refreshment voucher. I had to get from Sydney airport to north sydney and then go to work at 5am the following morning and didn't get in until midnight. My brother had a flight delayed 1.5 hours on a different flight and received a $100 voucher for his delay. I am a qantas member and fly jet star a couple times a month.

Jetstar airways damaged my mums luggage onboard a flight from Bali to Melbourne on the 27th of October and now they will not respond to emails nor the photos which have been sent in. The Jetstar
Case no. Is 1810634-Q1H124.

Nobody seems to care nor do they want to assist with this issue. My mum asked me if I could assist so I tried making contact through Facebook chat, but they are not willing to resolve this issue. They are too concerned about privacy even though I told them to deal directly with my mum they disregarding my request.

We want someone from Jetstar to look into how the luggage was damaged so baddly and want to be compensated for the terrible damage.

Date: 23rd October 2017

To: Customer Service Manager

Subject: Bad Counter-Check-in Service @ Changi Airport Terminal 1/Booking Ref: Y8YTRE/ Flight 3K555 Sun 15 Oct [protected]@7:10AM

Dear Sir/Ma’am,

I’d like to lodge a complaint with you for a terrible counter check-in service that I had experienced for Flight 3K555 on Sunday 15th October 2017 @ 7.10am (SIN-SGN).

Upon checking-in at the Assisted Counter, I was served by one of your check-in agent whom I forgot to note down her name. She had performed her duty of checking-in for passengers as usual except noticing that I am expecting. When I just asked her if any front seats available as I travel with a toddler and I’m pregnant (at 18 weeks), only by then she stood up to look at my tummy and asked for the Doctor’s Letter. I presented to her the Letter from my Gynaecology that I obtained just the day before this flight. After a glance, she asked if I have any other doctor’s letter instead which surprised me as the one I had from TLC Gynaecology Practice @ Thomson Medical which is reputable in Singapore, not just any normal/generic medical clinic. I told her this is the only letter that I have to prove that I’m perfectly fit to travel (please refer to file attached).
She took the letter away to go inside to check with her boss. After a while she came back and informed me that she could not accept me in this flight unless I have another Doctor’s Letter that stated 3 criteria of (i) how many weeks of pregnancy (ii) Estimated Due Date (iii) it’s singleton pregnancy or twin or multiple pregnancy, of which my Doctors’ Letter failed to indicate whether I’m singleton pregnant or twin/multiple pregnant!

I was speechless with this kind of requirements from Jetstar. It’s shown very clear in my Doctor’s Letter that as far as my pregnancy is concerned, there is no contraindication for me to travel. And that should be all of your concern, even though I’m having singleton or twins or multiple pregnancy! I don’t understand why you Jetstar have such a discrimination between singleton/twins/multiple pregnancy.

She told me to go for a check-up at Raffles Medical Group (RMG) at Terminal 3 to get all the criteria fulfilled, else I cannot board this flight. No matter how I explained to her that I needed to travel this early timing as I have urgent matter to settle in Hochiminh, and on top of that I cannot let my husband travel with my son alone as my son is very attached to me, and I could show her my recent scan photo to prove of my singleton pregnancy, she showed no mercy and understanding. She added on if I rush to see the Dr at RMG to get the new certificate now there is a chance that I could catch this flight still. It was about 6.00am that time and I need to board the flight at 6.45am!

I had no choice to leave my husband and my son sitting on the stroller and 2 pieces of hand carry-on luggage behind to rush to see the Dr at RMG as requested. Can you imagine an expecting mom have to rush from Terminal 1 to Terminal 3 to get an extra Dr letter in order to board the flight within 30 minutes with an upsetting mind when leaving her family behind? And to my most surprise when I reached the RMG @ Terminal 3, there was no scan services or anything else to prove that I’m having singleton or multiple pregnancy!
The Dr on duty that day just pressed my tummy to guess my gestational period within 5 mins and the nurses took care of the rest of paper work! And the conclusion is I'm fit for travel and that was it! And I have to pay S$125.70 for this examination to get Jetstar Pregnancy Form filled to be able to board the same flight as my family members!

Your check-in service had spoiled my family trip in overall and not to mention that I had an abdominal pain after rushing to get the new Dr certificate @ RMG which I found it was useless as there was no professional check and specialized machine to prove anything of my pregnancy.

I need an clear explanation, apology and a compensation for all the annoying & inconvenient things that your bad service had cause. I have attached all the relevant documents in this email for your reference.

Awaiting for your soonest reply,

Regards,
Katherine Ly

Email: katherine.[protected]@capitagrp.com
Cell: +[protected]

I flew from London Gatwick to Wellington, NZ having booked the whole journey though Emirates with JetStar code share from Auckland to Wellington.

Flights :
EK10 21:45 29 Aug 2017
EK 448 10:05 30 Aug 2017
EK7479 12:00 31 Aug 2017 - changed to JQ 261 (EK7543) 15:00 31 Aug due to late arrival of EK448

At the gate, 6 Jetstar staff arrived a few minutes before the flight to insist that everyone's hand luggage was weighed - why this was not done at check in during the > 3 hours I was in the airport is a mystery.
These staff insisted that my handbag and carry-on suitcase were both weighed - they came to 9Kg ... they would not listen to the fact that I was an International traveller on a codeshare and was entitled to the same luggage allowance and started to google ...insisting that 7KG was the Emirates allowance despite the fact that 1. I travelled business on Emirates and 2. Emirates do not weigh a lady's handbag.
I was given no'option other than to 'take out my coat out and wear it' - so I stood in line and put on another shirt, a cardigan, a dress and wrapped myself in a scarf ... and was then allowed to queue for boarding.
At no'point was it suggested that I pay a fee and no'other option was given except - 'Are you travelling with anyone?' which, as a youngish widow, I found hugely offensive.

After travelling for so long, this is ridiculous and unnecessary behaviour.

You need to train your staff in the IATA resolution 302 'Most significant Carrier' regulations and also treat them with some respect.

It was very clear that many people awaiting were also bemused by the passenger treatment.
At no point was I rude, inconsiderate or loud.

I shall also be sending a complaint to Emirates and requesting that they revert back to codesharing with Air New Zealand.

Diana McGlue
[protected]@gmail.com
[protected]

I put through a "price beat guarantee and I am beside myself with disappointment.
I received a quote through tiger airways for sydney to the gold coat 29/1/18- 1/2/18 at $39 each. I put through a"price beat guarantee"to jetstar through the link on the jetstar page and I received a response with a higher price. I questioned this as it states"price beat guarantee"I received a response 2 hours later at 9.28pm advising to resubmit my request. I resubmitted my request and still received a quote more than the original quote. I tried to call with no response so I decided the only other option was live chat. I am now speaking with may and I have been advised as the price was $39 yesterday and I am contacting them after 5pm the next day they cannot honor the price. I sent through 2 requests yesterday and have been advised to contact jetstar today! So the whole" price beat guarantee"is faulty advertisement and as advised in my online chat with your agent that I cannot be given these prices as they were yesterdays prices and well that was yesterday, not today. I advised her that I was told to contact you today. This is not my fault that I am doing what your agent has told me. I have just been advised by your agent that there is nothing they can do and literately that is it! I advised I was disappointed and that the matter will be escalated as she was no help and clearly did not care. I cannot believe the whole big" price beat guarantee" and yet you don't honor your word! I would like to be contacted and speak to someone who clearly knows what I am talking about. My contact details are [removed]

My daughter booked a round trip flight for the 3 of us from Sydney to Auckland and back to Sydney. We flew Qantas from Sydney to Auckland but were booked on Jetstar from Auckland to Sydney. I was charged $1, 105 for our 3 bags because my daughter did not realize she had to prepay for our bags when she booked the flights. I tried to negotiate with the Jetstar reps, explaining that it was a mistake on my daughter's part but they would do nothing. I wrote to the parent company, Qantas, and was advised that Qantas and Jetstar are separate companies. The matter was sent to Jetstar who responded that the charges are their policy. $1, 105 for 3 bags is outrageous and punitive, and for Qantas and Jetstar not to provide some sort of relief is unconscionable.