Jetstar Airways
Reviews and Complaints

On the 24 of December 2016 after an argument with my friendI went to the airport and changed my flight to leave on the 24th at approximately 10:30 pm instead of Leaving on the 4th of January, I then spent the night at the airport.
I went back to where I was staying to discuss my problem with my friend and we sorted it out, Jetstar had sent me an Itinerary that showed that I had been unsuccessful at changing my flight and that my flight was still on the 4th of January. The Itinerary was sent to me after I tried to change the flight so it was clear that I had been unsuccessful.
After a couple of days shopping with my friend, we noticed that we were going to be overweight with our baggage on the return flight so as I had not booked anymore than 20 kg for my flight home we decided to change the weight of my luggage for the trip home on the 4th, when we logged onto the airway website the reservation was still showing me leaving on the 4th but when I went to change my luggage details the website changed and said my flight had left on the 24th and that I was a know show.
I then had to purchase another ticket on the same flight for the 4th to make sure I was going home on that day.
I then went online to Jetstar and spoke to them via their chat service, and they said my flight was still booked for the 4th and there had been no changes to the itinerary, I explained what had happened and the lady on the other end could not find any changes to the Itinerary until she went to the baggage change section which I had explained to her .
She then stated that even though now that she has changed it on her end that I am at fault for not contacting them and she said I should have notified them that the Itinerary had not changed.
I am not in control of Jetstar airlines and their mistakes, it is not my responsibility to check their itinerary is correct .
I want a refund for the ticket purchase

After Travelling to melbourne last year from Townsville, my husband who suffers from a knee problem had great difficulty walking the incredibly LONG walk from the gate to the baggage area. I noticed a mother with her kids struggling to cope with the walk, a pregnant lady was finding it a long walk with her carry on luggage but there were no trolleys. There were very few seats in the waiting lounge for old people. We used a stray wheelchair. Many people were on the floor. I wrote to the Melbourne people again this year. They wrote:

Dear Lise Cerny,

Thank you for your feedback received on 14-Dec-2016

Terminal 4 was designed in consultation with jet star to be a low cost model at this stage translators will not be installed. If passengers believe they require assistance they will need to contact the airline directly. Please advise your airline or travel agent when making a flight booking of any assistance required at the airport. The airline or travel agent can then make any necessary arrangements, for example to book a wheelchair or offer assistance to the aircraft or offer strollers for use at the airport. You should contact your airline well in advance and check what assistance they are able to provide.

Regards,

Melbourne Airport Team

Suggestions: If you truly care about your passengers:

1.WARN at point of sale that there is a long walk
2. have more chairs
3. offer luggage trolleys
4. work with the M.A. to find some solutions; you are the experts!

Both Jetstar and the Airport would benefit if they showed that the passengers are an important part of their business.
Thank you

This flight delay ### and my mom paid for it and gain nothing in the end and we gtta go through so much ### just to get home so its like paying for nothing this sucks and btw this jetstar airline delayed like 4 times for us WTF!

My family and I were traveling from Singapore to Jakarta on Jan 8th, 2016. We brought 4 checked-in baggages with us at that time, in which on the time of arrival, 1 of the bags could not be found. We reported the case right away to the baggage claim service, we filled in the form (as attached on the attachment) and were told that a Jetstar officer will be getting in touch with us.

A week after we lodged in the complain, a jester officer called us, telling us how sorry they were and that they will be looking into the case and asked us to wait for updates from them.

After waiting for a week, we did not hear anything from jetstar so I called the baggage service claim office in Jakarta only to be told that the bag location is still in Singapore. So, I called Jetstar on 001 [protected] and managed to speak to an officer who (again) told me that they are sorry about the missing bag and will be looking into the case, and asked me to patiently wait for information about the bag's whereabout.

after another week of waiting, still hearing nothing from them, so send a couple of emails to baggage.[protected]@jetstar.com detailing the events of my missing bag, and to be getting reply from them 2 weeks later (again) telling me how sorry they are about the missing bag and that they will be checking into the case (screenshots of their replies attached)

And it has been a month since our bag gone missing and no solid action has been taken by jetstar in regards to this matter. I keep calling them again and again every 3 days only to be told that they will check and be in touch and I have not heard anything from them to this very day.

We went to Hawaii at Christmas for a family holiday with 3 kids. On the way back, Jetstar lost 5 out of 7 checked bags! How can you loose 5 bags (20 kilos each!)? So far, they have No idea of where our bags are! Talk about airport security? There seems to be absolutely NO check bag security even a US airport! We bought Qantas tickets and were put on a Jetstar flight for part of the return trip. What a mistake!

I recently used Jetstar's online booking system to book flights for my partner and I away to Adelaide. I selected entertainment packages for myself and my partner on all flights and opted out of all charity donations as I don't donate to charities that I am not personally involved in. I checked the summary of my booking before paying 3 times to ensure that I included everything and made the payment. Upon receipt of the itinerary, I found that the system had removed my entertainment packages and added donations to my booking. I spoke to a customer service representative: "Fatima" who advised me that they would not refund the donations even though I specifically opted out of all of the ones that they include by default on the bookings (which in itself is unprofessional. It is a personal choice to donate to charities and should not be a default option on anything). Extremely disappointed at the service received and the experience encountered.
This will be my first and last experience with the incompetent and unprofessional airline. I urge anyone thinking about using them to use another airline. They appear cheaper but when you add on the "optional extras" like baggage and find that they charge you "seat fees" (this by the way is included in every other airline's fare price) they aren't competitive.

Our flight from Sydney to Honolulu was cancelled after standing in line for 3 hrs. Tired frustrated customers then had to be insulted by the Jetstar spokesman who simply kept reiterating that any costs involved in missed forward flights, accommodation etc were our fault if we had not taken out travel insurance – he likened it to hiring a car. I researched 5 different travel insurance providers and none would insure against an airline cancelling their own flight only against weather. Jetstar did not reply to my query as to whether our flight was cancelled due to engineering problems and if so why wasn’t another aircraft provided or due to an unfilled flight which several passengers had been told was the reason.
Jetstar did offer $60 vouchers with an expiry date of 6 months – I asked if these could be transferred or extended as we did not intend to travel in that period and of course the response was no.
The cancelled flight caused many passengers grief, in our case it set the stage for a nightmare 5 days of missed ongoing flights with huge rebooking fees (being Easter it was a nightmare getting seats on flights), missed hire car bookings, missed hotel and car hire, lost luggage meaning the same clothes for 5 days. Jetstar customer service analyst response “Section 9.1 of our Conditions of Carriage does state that flight times do not form part of your contract of carriage with us. This information is available on our website and you agreed to it when you made your booking. As such I'm unable to change my position with this matter.
Jetstar is not a “cheap” airline in fact there are times it is more expensive than Qantas and Virgin – we booked Jetstar because it fitted in with our dates. United Airlines and Delta Airlines were both involved in our 5 missed flights and both were amazingly helpful in getting us from Honolulu to New York and even changed our flight for the second time without charge – why can’t Jetstar treat its passengers with the same consideration.
Jetstar get into the real world and offer your customers service and if you mess up make it right, your customers should not have to be out of pocket by over $1, 000 for your mistake.

Jetstar had a special fare to Hawaii on 20/02/2015 to the 23/02/2014. I have been trying to book this fare all weekend, I made 4 phone calls to Jetstar because it kept kicking me out. Today 23/02/2015 I managed to get through to Chi whom was very helpful, I explained to her my situation and the error code I keep getting '1347""Invalid Pax type, she asked me to fax the error code to [protected]@jetstar.com.She came back to me and said Mrs Moodley I will have to do the booking over the phone due to the error msg.After going back and forth to her supervisor she came back saying she will have to give me a $50 voucher which I said was not acceptable because there is an error msg, she back apologising and asked me for all details including date of departure and price which was 26/07/2015 16;55 pm flight $299.00 and returning 04/08/2015 for $234.00..The Total was $4571.20and once again back and forth to her supervisor, the time expired. She kept me on the phone for 1 1/2 hours and she said the reason I got kicked out was that my granddaughter is not yet 2 and still an infant but she changed her dob to 31/07/2012 instead of 31/07/2013 just to go further with the purchase of the ticket. After taking so much of time she comes back to me and says I am so sorry Mrs Moodley we cannot give you that price anymore you now have to pay the price of $479.65 departing on the 26/07/2015 and $444.90 returning 04/08/2015. I was booking this for my husbands 60th birthday and because of the poor service from Jetstar. Instead of paying $533.00 per passenger she asked me to pay $923.90 per passenger return. If you look at the attachment, the time and date and the error msg, this was something that Jetstar needed to honour. I am really, really disappointed and upset. She got off the phone with me after 12;30am and that was her keep confirming with her manager and also how do I know I should put the wrong Date of birth for my granddaughter. I was doing the right thing and putting the correct details but your system cannot accept the correct details for an infant child so I lost out on my tickets to Honolulu. If you can please look into this for me as this was goig to be a celebration for my husbands birthday. This is Jetstars employees fault as they would not assist me.My name is Methanambal Moodley (aka) Ravie. My telephone number is +[protected] and my email address is ravie.[protected]@gmail.com. I should be paying the total price of $4571.20 no more than that as this is the fault now with the operator and her supervisor.

Jetstar flight 3k 557 had a mechanical failure. Jetstar held passengers in the plane for the first hour. Then released us all to the secure gate hold room. After some time the ground staff informed us to go report to the other side of the terminal. Walk from gate d 47 to transfer counter C. This is quite a distance. Once arriving at the transfer counter we found it was not staffed to manage any incidents with only one sister service person there. Waited another 15 minutes to be informed there was no need to be there just go back to gate room.

Those of us with connecting flights asked what is to happen with our connecting flights. Jetstar staff informed us don't worry that is someone else's problem

It is extremely disappointing that no one is prepared, coordinated, nor do they take ownership to assist passengers and put their minds at ease.

You can be assured changi airport group would take an all hands on deck approach if this was happening arround the global airport surveys that take place. Unfortunately this was not happening today. Customer service will have to wait for the next global customer satisfaction survey to take place.

on 14 June morning, we, people of 5, group web check in to bangkok under jetstar, the counter lady didn't provide us with a boarding pass, instead, she just give us a chop on 1 of the itinerary paper saying 1 paper can represent 5 pax. We didn't ask much so we just walk off. After eating our breakfast, all of us when in to clear the custom. got in through 1st officer, when to auto scan our passport, then came this Filipino officer, stop 1 of my friend saying(with a very rude attitude) she do not have a boarding pass, therefore she can't get through & ask her to go back to jetstar counter to get the pass, so she went back bringing the counter lady to explain. the officer still using a very rude attitude to talk with the counter lady. In the end, the lady have to issue a boarding pass. We are very pissed off with this situation when this shouldn't have happen. Wasted alot of time there & we almost late to chase the plane.

Jetstar ruins the
start of our trip and reduces my wife to tears

Friday the 14th March we arrived at Darwin
Airport three hours before the flight to Singapore, then on to Bangkok, was due
to depart.

We make the trip to Thailand every 8 – 10 weeks, either from
Perth or Darwin depending on where I have been working.

There were three check-in counters open, none of which had
passengers. We approached the closest one, the attendant was having a chit chat
with his friend. After unloading our 40kg of baggage, he said “Oh, next counter
please” pointing to the service desk, and carried on his chit chat. We dragged
the bags to the next counter.

At the service desk, I asked the lady to book the bags
through to Bangkok, so we did not need to go through customs etc in Singapore.

She processed my wife’s documents then started on mine.
After a few moments, she said “Where is your ticket for the onward flight?” I
said, “What do you mean, there is no ongoing flight until I accept another
contract in Australia and return”.

She said “I cannot check you in without an ongoing flight,
that’s all there is to it, the answer is no”

She folded everything
back up and put my passport and ticket back on the top of the counter, looking
behind me for the next passenger.

I said “I have been flying in and out of Thailand like this for over ten years and no one has
ever asked me that question.

She said, Well I don’t know about that. I am not checking
you in without an ongoing flight.”

I was bewildered. I couldn’t understand the rationale for
this, and her attitude was extremely hostile, without cause and becoming more
so. Her body language was equally
aggressive, arms folded, lips pursed and glaring at me.

I remained polite.

Then, out of the blue, she said “Do you have a residence
card for Thailand ? (which doesn’t exist
by the way)

I said I have a long stay visa in my passport which allows
me to come and go as often as I like, and stay for as long as I like. It’s in
the passport I just gave you.

I showed it to her, and
she marched off to see her supervisor. She was back within seconds, not looking
at me, red faced with an even higher appearance of aggression. She slammed the
passport and ticket back on her desk, and without saying a word, issued the
boarding passes and slammed them on to the counter top. I said “So it’s ok now is it?”

She said “Well you didn’t tell me you had that type of visa”

I said “You didn’t ask me, and no one ever has, and you
shouldn’t frighten people like that”

She said, “In future, tell the check in staff you have a
long stay visa”

Then she started on my wife, who is Thai but also has
Australian residency.

Now I fully understand the need for people occupying
emergency row seats (which I had paid for) to have a decent command of the
English language, but she had already spoken to my wife asking did she have any
lighters, flammable liquids etc., and she replied appropriately, did she pack
the bag herself etc etc. My wife’s English is not perfect, but it is perfectly
functional for the task in hand. Then she started to quiz her, and told me to
be quiet and not answer any questions. (That’s what she said!) She clearly had my wife in her sights, after
being humiliated by her inappropriate and incorrect actions towards myself.

By now, my wife was starting to get tearful, and by the time
we left the counter, she was quite distressed.

So thank’s, Jetstar,
for ruining the start of our holiday.

At least we take comfort in the fact that I will never board
a Jetstar or Qantas aircraft again, and I wonder if Qantas have started sacking
the wrong sector of their employees. Your competitors on these routes, in
particular Air Asia, have got you beat on customer service hands down.

Given that we fly from Australia and back at least five
times a year, for the two of us that’s a total of 40 flights, I hope you can
afford to lose business like that. (Two sectors per journey, 10 journeys x 2
passengers = 40).

As we left the counter, it was obvious that she realized that
she had overstepped the mark, and tried to be friendly. Too late, I was already
seething and planning what would be in my letter to her superiors and to anyone
who will listen.

On 25/11 or 26/11 I spoke to Jetstar about being able to change the name on a booking, I was informed it would be $40 ea journey, fair enough $80. However today 3/12 I was now told this would be $300 for the same flight (with the exception that Jetstar had altered the returned trip times, are they giving us some money?) I believe this is immoral as the flight is the same only the name is changing. This will definitely make me think who I fly with in the future. #jetstar #jetsux #jettison

It is with regret and dismay that I find myself having to send this email on behalf of myself and 3 other passengers who travelled on your airline yesterday. Regret, that we were subjected to the rudeness and abruptness of one of your frontline employees, and dismay, that someone of her calibre is representing your company.

Her name is Karen. As we were approaching your check in, she announced that the gates were now open for passengers travelling to Perth and Sydney. As I was already there, having waited for 2 hours with my children in a coffee shop, as we had already flown from Launceston, I was very rudely told to "stay to one side to allow for other passengers who had been waiting for hours."
I didn't even bother to explain to her that I too had had a long journey travelling from Wynyard at 6am to depart from Launceston at 9.50, arriving in Melbourne 10.50, waiting the 2 hours and 20 minutes before the allowed 2 hours prior to departure. It wasn't the fact of allowing other passengers to pass me by that firstly upset me, but the fact that she assumed I had just arrived and the way in which she spoke to me.
The next problem was, an elderly couple in front of me became confused and disorientated with the check in process, with the elderly gent placing his bag down and sitting on it briefly, holding up the queue. Then I heard Karen bark from behind us, "what's going on up there, keep moving". It had been my intention to help the couple, I had asked if they were alright but was kept moving with the urgency of her bark. Another male passenger behind me in the queue had told me that he had encountered her before and that she was always this rude and aggressive. I believe he complained about her to one of your male managers just after that.
I asked another of your employees, a brunette female what her name was. She asked why, so I told her that never before had I encountered such rude behaviour from airline staff. Her response was, "Don't take it personally, we're just under a lot of stress." I told her that I do take it personally being a paying customer and that I would indeed be making a complaint.
Karen then proceeded in giving me filthy looks for the rest of my time in line. Karen was then moved to the baggage check in, which under no circumstance was I going to be confronted by her again, letting another passenger go before me to avoid this.

I am incredulous to the fact that so much money is spent on advertising, and yet being confronted with such a negative exchange, only sours the whole Jetstar experience.
I too work in the customer service industry and have done so in varying roles over the past 35 years. Never, would I behave in such a manner as to tarnish the image of the company I worked for as Karen did yesterday.
Perhaps Karen would benefit from further customer service training or placed in a position where the paying customer is not subjected to her hostility.

My booking reference number is DEBEMX if you should need validation of my flight information.

Regards,

Helen McAlister

I booked a cheap flight for two to auckland as a gift and later found out that it was the incorrect name for one of the passangers as i was going off a nickname at the time but got the actual name wrong, so called up jetstar customer service to get the name changed to the correct one. They told me they needed a new seat as that one will be gone. (Where i want to know as that person is the same person just a different name i wasn't adding another person just changing the existing one.) she later went on to say that it would cost an extra $80 to do so. That is more than the flight cost to start with. Wtf right!
Whlie i proceeded to tell her this the cost went up another $20, so in the end she wanted to charge me a total of $100. It only costs $50 to get a flight change. Why so expensive to correct a name! I told her it will be cheaper to get a new id. And to forget about it! I will talk to someone higher. Turns out there is no one higher and no one there will hear my plea. Why so expensive!

I booked my tickets To sydney from perth and return on jetstar airways. The tickects were for a family of four (four full fare tickets). As per the terms of tickets, we were allowed to carry upto 10 Kg of baggage (each) with maximum dimension of 56cmx36cmx23cm.And maximum two pieces of baggage per person, one big and one small.
We four had two amierican tourister trolley bags of dimension 53cmx36cmx20cm, weighing 9kg and 8.5 kg, baby stroller and a laptop in bag. At the gate when entering flight, the flight attendent on JQ985 on 23rd january, felt by visual inspection felt that both my bags are too big. She was too rude when I asked to her to measure the dimensions and check and flight was too late and too many people ln que behind me. So i did not argue further. My baggage was taken and mishandled and my baggage was returned in sydney after two days and me and my family (with two kids) were forced to spend two full days without extra pair of cloths. Strangley enough, same bags were allowed into the flight without much fuss after they verified the size on my return journey. They refused to measure the dimensions of my bag while going to sydney.

This over all spoiled by entire holidays. I had to go twice to airport to collect my bags too.

I booked jetstar flight to fly from Melbourne to New zealand. i arrived at the airport and the flight was cacelled, the rep told us to stay at a designated hotel. The next day, I took a taxi to go back to airport. when i submit expense reimbursement including the round trip taxi to/from airport. they rejected to reimburse the taxi from hotel back to airport. I asked about another customer who took the same flights, their taxi are reimbursed.

This is discrimation. I've called the customer service, they are very rude, won't allow me to talk to their manager.

no more jetstar, and be careful when you book jetstar

Hi my name is Claudia, I am very angry about how I have been treated by Jet star customer services.
My husband and myself booked a ticket to the Gold Coast on the 5th November 2012, and due to us arriving late, because an bereavement in the family we missed our flight, I was told at thee front desk theat if we wish to travel we had to rebook, so we did. The next booking I made was for thee 12th November a week later. This booking was made on thee 6the November 2012, however due to a computer failure I wasn't able to proceed to make a payment, I went back to the booking and found it was still sitting on my booking. So what I did I went into Internet banking with details that I had from the booking I made on the 5th November I made an automatic payment to Jet star. The next day I followed this up phone call to customer services at Jet star, they informed me theat I needed to send a copy of the Bank Statement, which I promptly did, a few minutes later I received a text that they had received the information and gave me a reference number CAS-675420-MS3VPF and theat it will be dealt withe in 15 days unless I was travelling with in 72 hours and that I had to contact service immediately. I was told to give them 48 hour and that it would be sorted. I never heard anything so I phoned back and was told that they would be in touch within the day, still nothing has been done.
My husband and I phoned again on thee 10th November and a this stage I was getting very upset because time for departure was getting closer, we were informed that it was very unlikely that we would be travelling on Monday, now this isn't good enough we have already booked our return ticket from Australia with another company on the 19th November and we are also going lose this money. The reason we will not buy another ticket, is because they won't honour the first ticket that we paid for why should we pay again. The only thing we want is for someone to take responsibility and give us the holiday that we booked for.

I received text from jetstar to my mobile. which told me from 1st Nov. that domestic flights were departing from terminal 4, I caught a taxi & driver was confused with message, so contacted taxi base, who confirmed this message & to take me to domestic. Here I found out that i should be at the international terminal & to catch a bus. On arriving at Jetstar I was advised that i had missed the cut off time & would have to pay an extra $100 to transfer to the next flight. It was suggested that I send in a complaint noting that the taxi info & text led to a misunderstanding of what the jetstar text was trying to tell me.

0 Votes

Dear JETSTAR this was the 2nd time i have used your airline and i can tell you i am not HAPPY the first time was 4 years ago when i was flying to BALI the 2nd time was in August the is year with my 71 year old mother myself my husband my son & his girlfriend as my husband is from Bali and we go BALI twice a year well this time was no better then the one i had four years ago ... this flight was BAD BAD my mother is 71 years old and every time we travel we get ### passage for her well that was not to be there was no one to help her we had to get a wheelchair our self and push her around to get our flight this is not a good way to start your holiday, the 2nd thing i was made to pay extra for our seats to be together for the 5 of us and we already had our set numbers when it come time to board our seats we not the ones i had paid for if you are happy to take extra money from me we should of had our seats we paid for but NO also going over on the flight on the 10the August we had order our meals when the flight att came round we were told that we had to pay with credit card for drinks and meals as we do not carry cards we were told sorry no CASH and that if we wanted a drink to get some water from the tape near the toilet this is not away you think you will be treated on a flight to be told that if you want a drink get it from the tape we mite as well trank from the toilet we also couldn't even get head phones to watch the move we got no help at all from your staff and i also told them on the flight that my motheer has asst passage again no help when we were getting off the flight in BALI OUR FLIGHT WAS JQ37 going over, , , After carming down and enjoying our stay in BALI i had made a phone call to your customer service office from Bali on the 22nd August about the flight going over i was on the phone for 45 mins triying to get some since or seeing what could be done my mother & myself my son & his girlfriend were flying home on the 31st August on flight JQ38 myself & my mother were on your business class seats when i spoke to you on the 22nd August i was told that my son & his girlfriend would we upgraded to business as well so getting to the check in counter we checked in IN businesse class with my son Grant & his girlfriend Kate thinking all was OK with our seats but NO once again no asst agent pass for my mother and once we got on your flight we were told my son Grant & Kate were down the back of the plane where do you get off treating people like this i no your flights are cheap but to be just over looked not once but twice on your flights it puts a bad taste in my mouth with getting on any of your flights again so i am asking you to fix this up and return our money for the seats that i did not get that i was told i had to pay for to sit together and for the flights and to think that you talk about all your need will be met what a lot of bull i would not fly with your airline again until you take care of all of your customers old & young . i would like a call on this matter with some thing that you can do for us not just me but for the 5 of us thanks vikkie Rasyid confirmation E86JRZ

Is it possible for the online software used for booking multiple plane flights use the same credit card details (programming focus point)to alert the customer that there is insufficient time to make a satisfactory transfer? The fine print mentions the time expectation to make a satisfactory transfer, however the customer should also be alerted when they make multiple bookings using the same required credit card to highlight the perceived problem/complication which are likely to eventuate. If you make seperate flight bookings the online booking software does not alert the customer of the problem. You end up finding out the hard way half way through a two flight trip. Can anything be done to improve customer satisfaction?

Glen King