Jetstar Airways
Reviews and Complaints

Jetstar passengers be forewarned. While using one of their flights from Singapore to Perth my suitcase had the lock broken off and several items were stolen by baggage handlers. When I put in a complaint and was contacted by Merlyn (Baggage Claims Officer) to international.[protected]@jetstar.com I was told they will not reimburse me for the loss.

I asked in three separate follow up emails to be given copies of their customer services policy, their baggage handling policy, name and contact details for his manager plus asked whether an investigation into the theft has been lodged with the police, I was ignored on each occasion.

The only thing they were prepared to do was give me a letter so I can claim it with my private insurance. I have since told the company I work for, who pay for all my flights, never to book me with this airline again and I will be taking it much further that this too. They think because it is a small claim that I won’t bother taking it to a lawyer. With their recent bad publicity in the media about how they treated the guy in the wheelchair you would think they would make some effort to try and give good service. I already have many friends who I work with who are now taking the same stand.

It is easy to understand why the “contact us” section of their website has no email contact details at all. Looking through several similar chat rooms and blogs Jetstar complaints are far too numerous to count.

Booked flights on Jetstar. Sydney to Osaka followed by a return flight from Tokyo. Booked over the phone so we could do a multi-city booking. After confirming over and over again that the price was $1081 I found out on my credit card receipt that they overcharged me by several hundred dollars. I immediately called Jetstar back (10 mins after the booking was made). They apologised and told me they would refund the money. They proceeded to ask me for another payment of $500 to make sure I got the same fare I was supposed to pay for. On top of that they told me that it would take 15! days to refund my money. So a Jetstar employee makes a mistake which results in me missing hundreds of dollars. After complaining hours on the phone a supervisor promised me he was going to fast-track the return, he assured me he money would be on my account within 5 days. This is the only reason I agreed to paying another $500. I ensured Jetstar that I could not miss the money for 15 days since I am a student and have bills to pay. They once again promised me that the money would be in my account in 5 days. They forced me to book another flight with them else they would send me on a one way trip to Japan. They also said that if I waited for the refund to rebook they would charge me a lot higher fare..

I spoke with Mastercard who told me that it is fraud and illegal what Jetstar have done. The only reason they advise me to not get the money back through them is that they are afraid Jetstar won't let me board my flight..

It is now 8 days later and I still don't have my refund and there are bills to be paid. I called their call centre who basically claimed that I was lying because their notes said it would take 15 days for my money to be returned. Nothing that me and the supervisor spoke about had been documented.

Currently Jetstar has over $1700 of my money while they should only have $1100...

They are rude to me every time I call and are actually stating that it is my fault that this all happened to begin with.

Never flying Jetstar again... They put me in a very difficult financial position and have treated me in a away no other company has ever dared to..

Do not waste your money on insurance when you fly on Jetstar, because they will side the insurance company when there is a case. My recent experience was for a claim on flight delay of 6 hours on a return trip from Bangkok to Singapore on flight 3K516 on Novenber 20, 2010. The flight was delayed from 3:45 pm to 9:45 pm. We were told by the flight attendants that the delay was due to a mechanical fault, and the plane needs to go through an emergency parts replacement. We were told that this the delay is insurance claimable. However, when I received the letter from Jetstar for proof of flight delay to be submitted along with the claim form, my claim was rejected. This is because the reason for flight delay was explained in the letter as, "operational reason". When I contact them, they told me that I need to write to their HQ in Australia via snail mail, and that the office in Australia does not have an email address!

We have applied for a Jetstar Credit Card so that we can received a $100 flight Voucher. And the only condition was we made a purchase and then they will email it us within 60 days. But until now, we still haven't received anything! Called them three weeks ago and still haven't got the answer! What a joke and giving fault information to the customer! Don't apply and trust their credit card!

Urgent !

I booked jetstar airways ticket from the official website for trip singapore-surabaya and i have error message when i finished doing payment using credit card.
I was asking my bank and they told me that the payment is succeed but i did'nt recieved e-ticket in my email.

I was trying to contact call centre in other country (singapore. Now i am in malaysia) but no body talk to me. Only the machine played some advertising all the time.

Today is 4 days before my flying date.

Please help me !

I recently booked flights from Newcastle to Brisbane and return for a friends wedding. Jetstar had the hide to charge me a $14 credit card fee. Apparently you are charged $3.50 per person plus you are charged $3.50 each flight. It's highway robbery to be able to charge that amount especially when there is only 1 booking & a standard fee should be charged regardless of how many people are flying. What if you were booking flights for 20 people, then bloody Jetstar get and extra $70 from each of those people plus an extra $70 if they have return flights with them. I think that's very disgusting & amounts to theft as far as I'm concerned. They should be only allowed to charge 1 flat fee for credit card processing. I notice they don't charge any fees if you sign up for one of their stupid credit cards. Like there's any chance of that happening! THIEVES THAT WHO JETSTAR ARE!

Called again today july 26 @ 1.00pm [protected] no one pick up the call, 1.00pm

I'm waiting 12 minutes to listen the ###ing jetstar advertisement and still no one pick up the call

----- original message -----
From:
To: customer.[protected]@jetstar.com ; [protected]@jetstar.com ; [protected]@jetstar.com
Sent: saturday, july 24, 2010 9:12 am
Subject: where is my refund?

Dear jetstar,

What is the problem with your customer phone number [protected]?
I'm wasting rm20 call this number and keep me hearing your stupid machine advertisment, none of one real person pick up the call! i have been call up this number since june until today, where is all your person going? can find someone pick up the call!

I called may 20, 2010 (thursday) @ 14:53pm spoke to a gentlement name joe about jetstar have wrongly charge me rm275.00 for invalid transaction number 74544150119090000xxxxx. i been told by this gentlement the money will be refund to me on my next month credit card statement. i already received two months credit card statement since i complaint! not a zero cent is refund to my credit card

I want my money back!

I'm very... not satisfield with the service your have

From unsatisfy customer

I would like to bring to the attention of the relevant authorities of Changi Airport terminal one regarding an unpleasant incident that took place on Tuesday, 6 July 2010, at Jetstar check-in counter Row 10 at approximately 2:10pm. The counter staff, Nasihah was extremely rude and unprofessional. As soon as she walked to the counter, she put on a sulky face and even ignored me when I greeted her. She refused to look at me when speaking and treated me as if I was dirt. I honestly was taken aback by her standoffish mannerism and extremely bad manners. I have never encountered such rude behaviour from any Jetstar staff in any of my trips abroad. Jetstar is my preferred airline when I travel to Singapore twice a year and I have always been very impressed by the excellent service of their counter an in-flight staff, so this was a real shock to me. I have also never experienced this form of rudeness from any staff at Changi Airport which is so well known for great customer service. I know that Mr Lee Kuan Yew is a great advocate of courtesy as I grew up in Singapore under his leadership. Hence, I hope that the relevant authorities take a serious view of my complaint and conduct an investigation into the matter. I strongly feel that one irresponsible staff member should not be allowed to bring down the good name of the airline as well as Changi Airport. A feedback form has been lodged at the airport on the day of the incident. I look forward to hearing from the authorities concerned on the outcome of my complaint via email. Thank you and regards, Jennifer Vasavan

I booked a flight on the Jetstar website flying to Sydney for the weekend, with my lovely girlfriend. My booking was processed and I was given reference details. I paid via internet banking and handed over my details and in good faith, left the matter to be sorted. It informed me..like all internet banking, it may not occur immediately, and may take several days. The matter was left at that.
I then attempted to e-check in 50 odd hours after the booking had been made, and my reference number was "invalid". My order hadnt been processed. I called Jetstar, and was rudely treated. The blame was placed entirely on me, and they informed me I should have contacted them within 24hours... even though their site informed me internet banking transfers may take 48 hours!
They then proceeded to charge me $80 more for the flights I had purchased. To make matters worse, they used EXACTLY the same reference details.
It's pathetic these airlines use and abuse customers, and take advantage of us.
Their argument was I should have contacted them when I didnt receive a confirmation email...
I responded:
a) I was told it may take up to 48 hours to process
b) if the transaction had failed...why couldnt they email me to inform me!
Instead, they put you through hours of stress, with no remuneration and charge you more for exactly the same flight!

Flight JQ 935, from Cairns to Brisbane.

my mum, dad and wife and I flew from Cairns to Brisbane on 19th Jan 2010.
My mum and dad ordered a beer, but my pregnant wife was sleeping so I didnt bother.
My Dad got up and passed me half of his beer in the can.
Then, a rude lady approached, jumped on the 3rd seat which was empty, woke my wife up and said in a loud stern voice, "where did YOU get that beer?" this designed to embarass me as she had clearly found out from one of the other cabin members that I hadnt purchased a beer.
My reasons for beleiving this are that lady didnt serve me and wasnt around when the drinks were being offered.
I explained to this lady that my father passed me half of his beer as I didnt want to wake my wife.
She accepted this, but it left a nasty after taste and I was furious.
The next time I saw a cabin crew member, I complained about the attidtude of the lady and the fact that she had awoken my wife.
The lady sheepishly informed me that this was the team leader Lisa.

At that point it became clear to me that this was an "I'll show you how its done!" approach.

There was no apology or any attempt of communication from Lisa or any other of the cabin crew members thereafter.

In fact, Lisa avoided me like the plague for the rest of the flight,

A nicer approach would have done, or even an apology or general explanation, but there was none of this, she just upped and left.

I manage 12 managers who manage 275 frontline staff, I have to say, If I were treat to treat people like that, I would not last long.

Lisa, get a grip. If you make a mistake, admit it. You were hard faced enough to approach me in the first place, at least have the decency to see the job through and explain the error or thought process.

I have to say, I flew with Jetstar from Briabane to Avalon on 6th Jan 2010, and back on 8th Jan, both flights were superb, as was the flight to Cairns from Brisbane.

Unfortunately however, you tend to remember when you have been treated in such a manner and this overshadows the brighter aspects of Jetstar.

I would like to see Jetstar take the correct action towards this 'team leader', I believe an emotional intelligence course would suffice.

Scott - UK

I am writing in to share a very unhappy experience in customer service standards at Jetstar.
Despite strong advertising and quality assurances from their website, I found that the customer service at the call center still has a long way to go. Is it Jetstar's policy to impose unfair procedures and poor service standards upon good money-paying consumers?

My wife and I has been looking forward to our holiday in Bangkok in May which we had spent the last 6 months planning for.
However, the recent developments and the escalating violence in Bangkok has derailed our holiday plans.

This has been a disappointment to us, but it was not the most frustrating event.
We had chosen to fly via Jetstar, and it has been one of the worse decisions made so far.
It has totally destroyed my mood for the holiday.

Jetstar had not been helpful with the updates given only five days before the flight date on flight arrangements since the instability in Bangkok.
My wife had called in on late-April 2010, and was informed that no changes in itinerary or flight dates can be made for our flight on 20 May 2010, and that there will be no refund. We left our feedback with regards to our concerns.

Kane reverted with a phone call, and when he was asked what could be done, he replied nothing and cited company policy as his reply, and that information will only be given five days before the flight. When informed of our inconveniences and our wish of not incurring unfair costs, and that Jetstar should give a satisfactory answer to consumers' concerns, he shouted that it is the company policy and that it was our problem, not his.

Imagine our shock at receiving such a reply!
Does Jetstar not place any concern on the customers' well-being? Being in the travel industry, Jetstar should know and understand the costs involved in hotel cancellation and last-minute flight booking fees. Are we to be placed at Jetstar's convenience, and thus, incur such unnecessary costs?
Is it the company's policy to disregard inconveniences to the customers when we have to make travel plans amendments at late notice?
The performance of the service staff, Kane leaves much to be desired as well. Does Jetstar not send the service staff for quality training?

On 16 May 2010, at around 12am, I made another call to Jetstar to check on the status of the flight booking. This time round, I was informed that we are able to choose from three alternatives. I was assured that customers can choose to either change the itinerary, flight dates or get a full refund, and that what was conveyed to me will be uniform throughout the company.

A few hours later at around 2.45am, I called in to cancel the flight and to obtain a refund as our travel plans will be changed.
I was received by Mike. Mike contradicts what his earlier colleague had informed me by saying no refund is allowed. He empasizes greatly on company policy not allowing a refund on our flight, and repeatedly interrupts me when I tried to speak.
Mike is clearly not capable of assisting me. Even so, he outrightly rejects my request to be referred to his superior or a higher authority, claiming that he has every right to do so.

What irks me is that there is no consistency in what is being conveyed to the customers, and that the customer service provided is totally different from what was publicised on their website. Mike has shown me that does not understand and is not capable of quality customer service. He blatantly displays a major disregard for the customers in his display of poor work attitude and unprofessionalism during our conversation. These actions further cement my opinions on the Jetstar experience being significantly in contrast from their assurances online.

There is an obvious lack of hospitality - be it Australian or Asian, and as much as the staff may enjoy being a member of the Jetstar team, I am sure I will definitely not have a travel experience that is refreshing and enjoyable. Judging by how pre-travel has turned out, that is.

What is further appalling is that both Mike and Kane are of a Customer Service Manager-level. What statement is Jetstar telling the public with such customer relations personnel?
We have made calls in to check on Jetstar's developments from April, but were halted by their procedures. Our efforts at being proactively responsible for our own holidays were not appreciated by the service provider.

Alternatives now proposed to us includes itinerary changes in which we have to top-up to current day prices. This is unfair as we had expected this scenario and our efforts to avoid it way back in April 2010 were disregarded by Kane and Mike, both representatives of Jetstar.

Changes to flight dates are available, but the dates are only till 30 June 2010. We have already made arrangements at our work, and this short period of available dates is very unreasonable.

There are many serious considerations which seems that Jetstar has not given due attention to - from the quality management to the actions taken for contingency plans. Even though I understand that the calls were routed to Jetstar's Melbourne's office and we were received by the Melbourne's staff, it does not mean that such service lapses should be allowed.

Our request for a refund were made after taking into consideration the advice given by the Ministry of Foreign Affairs, and the shortcomings of the remaining two alternatives proposed. The other reason being a huge disappointment in Jetstar, and that I wish to bring any current and future business of mine away from the company. The company has failed to give me any options for an everyday low-fare travel based on the high overall costs to my preferred destinations, nor does experiences to date show that I will be enjoying a refreshing travel experience.

From experience shared by my peers, customer-care actions in the handling of flights to Bangkok in the relevant period by other budget airlines, i.e. Tiger Airways were more considerate of their customers' needs and concerns.

Singapore has already established herself as a country with applaudable service standards, I sincerely hope that such service lapses will not affect us.

I will definitely think twice when choosing Jetstar, personally feeling that they have established themselves as an organisation with no relevant concern for their customers, and will strongly advise all other potential travellers to consider their choices wisely.

I have many problems with this airline and hyere are the letteres I have sent to the with stil no outcome. Please help.

Ref: BNE JQ 826 06 JAN 10 / V1V46L

Dear Jetstar Customer Relations,

I am writing to now make an official complaint regarding the way that I have been treated, spoken too, messed about, lied too and had costing made to me in an unacceptable way by your airline that advertises as ‘an airline that likes to save you money’.

The bullet points below summarise what has happened:

* I booked a flight from Sydney to Brisbane whilst in the UK, I called the service centre at a later date to add baggage allowance. After an hour on the line and not getting to speak to anyone, I gave up as it was costing me so much money, I tried a number of times to do this.

* On the 6th Jan I checked in for my flight at Sydney airport to be charged $110 for baggage allowance, I explained the situation that I had tried to call and arrange for it to be added to my booking as it was cheaper, but I was told I would have to pay the amount or not allowed to take the baggage.

* Around the 8th Jan I called the customer care centre to wait over an hour to speak to someone who then told me I would have to write in and gave me the address to do so. Around this time I sent a letter to you at this address to explain what had happened.

* A member of your team called me to resolve the issue, and stated that there would be a $50 voucher issued to me via email within 5 days and when I book another flight the voucher could be used.
I was happy with this outcome.

* Over 2 weeks later the voucher had not arrived so I called you ounce again to see what was going on and I was told ‘we are very sorry the voucher was not sent and we will send it again’. I was told it would arrive within 48 hours via email.

* Funny enough 2 weeks later the voucher had not arrived! Once again having to call your ‘service’ centre to once again see what was going on! On this occasion I was told that a member of the customer relations team would be contacting me within 48 hours!

* A member of your customer relations team (Adam) contacted me and said that there was a mistake made, apologised and said that he would increase the value of the voucher to $100 and this would be issued within 48 hours and that he was also passing this onto supervisor to see if anything else could be done. I was not happy with this as the previous phone calls had already cost me $80 so the problem from the beginning with the baggage charge had not been resolved. This was around the 15th Feb.

* Then guess what? 4 days later I still had no voucher! (Eric) in customer service (yes I had to call again) said that he would get a call back within 48 hours from customer relations….. 48 hours later…SO did (Rob) in customer service…. As I had to call again as no call back was given.
In-between all this I have sent 2 emails to which guess what? I have had no reply.

* I booked a flight to Sydney to leave on the 25th Feb. I paid full price for this flight.
The $100 voucher arrived the day before the flight. As you can imagine, I found this very useful or not as I had just paid full fare for a new flight, a very good way to save your customers money indeed.
The day before my flight to Sydney, I went to the check in desk 2 hours early to speak to someone about the problem I was having, I went to the check in desk as obviously there was no customer service desk.

After nearly 2 hours a member of staff at the airport in Brisbane managed to get one sector refunded for me at a value of $89, this would have covered the cost of my Phone calls and then the voucher that was sent would have resolved the issue at the beginning. I then thought that I would not have to speak to anyone else from Jetstar again! How wrong could I be.

* When I returned from Sydney, I went to book a flight from Brisbane to Melbourne for a date in May, using the voucher that I have waited nearly 2 months for, to find the voucher was invalid and could not be used.

I called ‘customer service’ and once again waited 45 minutes to get through to then be accused of using the voucher already and how dare I call. Apparently I had used it for a flight to Sydney on the 25th Feb, Which works out the refund that was issued was given instead of the voucher, which was not the agreement. I was disgusted at this attitude, lack of respect and rudeness by your customer ‘service‘ agent. But there again what can I expect from such a badly ran company.

I requested a call back from the customer relations team to find out what was going on. This was on the 14th March. Funnily enough it is now the 19th and I have had no call back.

I have no idea why you have a customer service centre that has no idea how to provide a service and a customer relations department that have no idea how to build good relations with customers?!

What I want from this is to resolve this issue with a written apology, the voucher returned to me at a higher amount and within a time frame that is kept too and to be at least treated with respect as a customer.

I want to make you aware that I will not be contacting you via telephone, email or letter again, I will be going direct to a newspaper, news company and use the internet to publicise your extremely bad and ignorant way that you think you can treat customers that spend money with you.

For an airline that advertises ‘An airline that likes to save you money’ I find this to be a total lie, and from recent events that are already on the news I think others agree.

I look forward to your reply very soon, and I hope not to be waiting another 2 months for this, also I do not wish to be left voicemail to call you back as like I have stated already I will not do so.

I then sent a letter to The CEO of jetstar with stil no reply...

Dear Bruce Buchanan of Jetstar Airlines,

I write to you in reference to my previously sent letter which is attached and which your company emailed me stating that they had received.

After waiting 3 weeks for Jetstar to reply I have no option but to do what I stated in the previous letter unless we resolve this matter immediately.

I will commence distribution of this complaint along with witness statements and call records over to the news agencies, reporters and various websites around the world if I do not have a reply within 5 days.

I will be doing this with the support of, witnesses who have been present when I have called Jetstar time and time again, call records that I have gained from my telephone network company and the help of Robert Heath Solicitors, Brisbane.

I see Jetstar as a company that has total disregard for customers. So much so that your complaints team can’t seem to deal with complaints in a time frame that is set by themselves.
As for a call handling agent, answering a telephone call in a decent manner, is unheard of and a waiting time for them to do that is a disgrace and if you are lucky to get in contact with one of these rude agents you normally get ‘cut off’ as they don’t seem to be trained to be able to transfer a call in a correct manner, all of which I have proof of.

I hope to get a reply from you to resolve this issue.

Regards

Jay Williams

I write in to complain on Jetstar customer service officer. They are very rude and not professional at all. They do not have basic manner and not helpful at all. According to them, the main head quarter is at KL. I still need to send my requests to KL in order to get it. This type of service is not efficient at all.
Then don't provide the number [protected] since the customer service is not at singapore. Wasting customer time to call up but they did not provide the correct service.

I am really very disappointed with the service.

I had been planning a trip to go and visit my girlfriends home town near Hiroshima for about a year. I thought I would fly the cheapest airline and Jetstar was the obvious choice, I even splurged a bit and paid for starclass to japan but economy back (starclass was not really worth it unless you have over 20kg of baggage). The flight to Japan went smoothly but problems occurred on the flight back.

The flight from Osaka back to Australia was originally scheduled to depart at 8:05pm but about a 2 days before the departure date I received an email from jetstar saying that the flight time had been changed to 8:20pm, this was not a problem as it was only 20 minutes later. I arrived at the airport about 2 hours before the new departure time and checked my baggage and had a walk around before going to wait at the gate. The plane arrived about an hour late, not really a problem as I was just happy it was there. All the passengers boarded the plane and it began to taxi out onto the runway. After moving about 10 meters the plane stopped and the captain came onto the speaker saying that there was a problem. We just sat there for about half an hour until the captain said that there was a problem with the front wheel of the plane and that we all had to get off until they fixed the problem.

After getting off the plane I headed straight for the beer vending machine and then to the smoking room where I met Yuki, a Japanese girl and Leighton, a guy from New Zealand. We spent most of the next few hours there chatting and debating whether we were actually going to fly until about 1am in the morning there was an announcement that the flight had been canceled and everyone would be put up in a hotel for what remained of the night. All the passengers then went back through security to collect their bags and wait for about another hour to be assigned a taxi to take us to a hotel. While waiting in the line a woman went around asking if people had any duty free items. She would then take the items and give you a small bit of paper with a barcode (more on this later). When we got to the hotel we were each given a room and headed straight for a little convenience store inside the hotel as we were all starving hungry. We spent the next hour and a half chatting over a couple of drinks before going to bed.

The next morning I woke about 9:30 and went to see if Yuki or Leighton had heard anything. They both had received phone calls from Jetstar informing them that they had to go to Tokyo to get a flight that night. I waited about 20 minutes for my phone call from Jetstar but no call came, so I rang Jetstar. I was told that I could wait another 2 days for a flight out of Osaka or make my way to Tokyo to get a flight which departed at 7pm that night. I was obviously not happy with these options but chose to go to Tokyo. Luckily Yuki also had to go to Tokyo to get her flight and could help me (as I don't speak Japanese).

We had to take a total of 4 trains to get from the hotel in Osaka to Narita airport in Tokyo. Navigating Japanese train stations was a nightmare with heavy luggage, but we finally got to Narita airport just in time to check in for each of our flights, Yuki had to run to her gate. The trip from Osaka to Narita airport took neally 7 hours and cost me 16, 460 yen (just over $200 australian)

The upgrade debarcle
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As I had bought a starclass seat to Japan and an economy seat back, I thought that if I had enough yen left and had over the economy luggage limit that I would upgrade my return flight to starclass. When checking in at Gold Coast airport for my flight to Japan I asked the receptionist what the process was to upgrade. I was told that if I called jetstar within 24 hours of my return flight that I would be able to upgrade. So, The morning of my flight I phoned jetstar and asked if I could upgrade to starclass, the person on the other end of the phone told me that there were plenty of starclass seats still available and in order to upgrade I had to do it when checking in for my flight, no worries I thought. But when I went to check in for my return flight and asked to upgrade to starclass, I was then told that while there were starclass seats available, jetstar no longer allowed people to upgrade. Why the hell wasn't I told this before?

Duty free... not with jetstar
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While waiting for the original plane to come home from Osaka, I thought I would buy a carton of smoke as they were so cheap (about A$20 for a carton of 10 packs). But when waiting in line to go to the hotel that night after the flight was canceled, the jetstar staff went around asking if anyone had and duty free and if so it was taken off you and you were given a piece of paper with a barcode on. (I am assuming this is because you are not allowed to go outside the airport with the duty free).
The next day when I checked in at the airport in Tokyo for my new flight, I asked about my duty free. The receptionist did not have a clue, so spoke with her manager who went and made a phone call and then came back to me and told me that I would be able to pick it up when I arrived at the Gold Coast.
When my horrific journey was finally over and I had arrived at the Gold Coast I went to the jetstar baggage counter to collect my duty free cigs. The receptionist there told me that she had no clue about the duty free or the piece of paper with barcode on which I was given in Osaka and that the duty free might be on the plane but would be unloaded last, so I had to wait.
I waited about an hour until the receptionist said that it wasn't on the plane and that she had no idea where it was. She then took my name and number and a description of the duty free and said I would get a call when it arrived (she also did this with a few other people who were in the same situation).
Two weeks went be when I finally recieved a call about the duty free, It was a woman from customs and she said that my goods were available to be picked up from customs at the Gold Coast airport. This wasn't really a problem as I had to go and pick my girlfriend up a couple of days later anyway. When I went to pick up my duty free, I was in for a surprise, I had to pay A$57.84 in Tax...WTF. After telling my story to the customs officer, she said she could not believe what jetstar had done but that there was nothing she could do and that I should take the matter up with jetstar. I just paid the tax and got the hell outa there.
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After being back in Australia a couple of days I thought it would be a good idea to phone jetstar to express my complaints and try to get a refund for the train trip from Osaka to Tokyo (which I had been told I was entitled to by jetstar staff). This in itself was not a pleasant experience. After searching the jetstar site for a while, it seemed that jetstar only had one number that they can be contacted on, so I rang that number. When I rang the number I was presented with a few automated options, the standard for a large company these days I suppose. As no other options related to my call, I chose the last option which was to speak to a representative. This then diverted me back to the same options again, hmm I thought, I'll try again. This then took me back to the same options once again, What the hell? Even there phone options are broken. After selecting the option to book a flight I eventually got on to a sales rep. who was obviously based in India. After explaining the situation to the rep. I was told that someone would phone me back in the next 72 hours.

The next day I received a call from a jetstar employee and I proceeded to explain the situation to him. He gave me the standard spiel on how he understood my situation and that he would help me, he also told me that I could get a refund for the train from Osaka to Tokyo. I told him that I did not really think this was enough and he then offered me a $100 or $200 (I can't remember) voucher to fly on jetstar but that the voucher had to be used on a flight that was booked within 3 months and departed within the next 12 months. This voucher was of no real use to me as I had no plans to fly within the next 12 months, and even if I did I wouldn't be booking within 3 months. I explained this to him but was told that this was all he could do. I then asked to speak to his manager but was told there was no one above him that would speak to me on the phone and that if I wanted to take the matter further I would have to put it in writing and send it to them (he then gave me an address). The call ended there, I was not really satisfied but was happy that at least I would get a refund on the train.

Just under two weeks went by and I still had not send the information to jetstar for a refund on the train trip. I had just returned from collecting my duty free (outlined above) and thought I should phone jetstar again to explain the duty free situation. When I phoned jetstar I once again got into the stupid phone message loop but finally got on to someone who once again told me I would get a call back within 72 hours. I got a call back a couple of days later and explained the duty free situation to the rep. She told me that it was a matter I would have to take up with customs and I then told her that customs had said I had to take it up with jetstar. I also explained that I believed it was because of jetstar that any duty had to be paid at all because it was jetstar who had taken the good off me in Osaka and had failed to return them before I arrived back in Australia. She then told me that there was nothing that she could do and that if I wanted to take the matter further I would have to put it in writing and send it to jetstar at the same address given to me the first time I called. This is where the call ended.

As you can see from my long post, I am not happy. My complaint is not really at the jetstar employees, they always seemed to help me and do what they had the power to do. My problem is really with the whole management and seeming lack of communication within jetstar, even trying to make a complaint is an overly complicated process, which is no doubt intentional.

I have just been delivered the most traumatic experience of my life by Jetstar and face a huge bill, which I will struggle to pay, in what I believe is a case of theft.
I was refused permission to board my Jetstar flight from Launceston to Brisbane over what amounts to two pots of honey. I had flown to Tasmania with Virgin with carry-on luggage only without a problem. When I came to return with exactly the same luggage plus the honey, Jetstar staff told me I had to pay $80 for extra weight.
I then used the ‘f’ word, a word we now regularly hear on TV, in relation to this being a lot of money, which it is to me as a single-income family member. My reaction was a straight out exclamation of shock. “F*** $80.”
The Jetstar manager was called and without any further discussion or negotiation he advised me I was not permitted to fly.
I’m a 50-year-old woman, just 5ft tall, and was not drunk, disorderly, drugged, carrying a weapon or doing anything else that might constitute a threat to the airline staff or its passengers and yet my flight, for which I had paid $350 and which took me months to save, was simply denied me.
I was publicly humiliated, and given no chance, with no checks of CCTV footage or other enquiry. I was simply thrown off my flight, rudely, abruptly and unfairly by this haughty little manager who really should be doing a course in people skills, or better still, sacked. I also had my credit card on the counter ready to pay the exorbitant last-minute fee even while I was being turned away.
The manager also refused to provide a phone number or attempt to negotiate. I am wondering if his flight was over-booked as there seems no other reasonable explanation.
The only bright point was that the Virgin crew, having heard the fuss, were extremely comforting and helpful. I had to pay $427 for another ticket, and a much more reasonable $10 excess baggage fee. I was given a front seat, champagne and treated like a princess. They saved my day.
Nobody should be using “customer service”, “compassion” or “understanding” in the same sentence as Jetstar and I would urge travellers to be very, very careful if they plan to book a Jetstar flight. They literally don’t deliver.
D Bianchi
Palmwoods
Queensland
[protected]@bigpond.com

I wanna voice out on this very recent incident which i think is totally unagreeable as a comsumer. I had just book 3 seats to vietnam HCM city. One of my friend back out as he had a appointment to attend. So we decided to change to another fri.

-Making the whole scenario short.
First time i call the airline, it told me a name change would cost me $50. Which is half of my ticket price(for a name change). i find it expensive but since we had to get the name change done, my fri agreed! Second time i call up the airline, the female operator told me I would be charge additionally $140 dollars instead of the first operatoe who told me $50. We had a small arguement over there! I told her why not u ask ur higher authority to ans this call. She replied there no higher authority around as it after office hours. Fine! Tell ur higher authority to give me a call tomorrow. Here what she replied, your ticket was bought on a special promo price, our higher authority will not give you a call.I am wondering so this is what we get for flying on budget airlines where they spend millions each year on advertising their airfares and services.( serve me right for flying budget- JETSTAR). The third time i call, this kind lady operator did excellent- she told me here the breakdown,
-SOP(standard operation procedure)$40 for name change/$50 for change(some admin charge) plus rebook on the airticket, whichever price that is shown on the current air price $150. Total add up to $240.
As a comsuer i am paying $300/3pax(promo rate).So per pax at the promo price is $100(right)? Now i need to pay additional $140 for a name change. A NAME CHANGE will cost the ticket price from a promo price $100 to $240. which as a comsumer i find it totally ridiculous. It totally HIDDEN cost.
-JETSAR operator REALLY has good/excellence customer service SOP.(make me wanna slam my head on the wall)
I wanna let this known to other comsumer who want to fly JETSTAR to think twice. Once you book your tickets, dont make any changes or u gona be paying commercial price on a budget flight.

*Last very important!
There is no customer feedback e-mail you can write to. If you wanna do some feedbacks? do the traditional way, use a pen and write in. I do wonder in this modern days a carrier airline got no email for feedback. How good and fast their service will be.

-I only wanna voice out my discontent and let this matter be known. I can be assure this is my first time flying JETSTAR and my LAST. Hopefully my experience can provide some infomations to others.

I just recently flew to Sydney from Singapore (via Darwin as they don't fly direct). When I booked it the difference was about $250 between Qantas. But when you look at all the extras it actually ends up costing more. Because it was not direct so therefore if I wanted a meal package I had to pay $30 per flight, so there is another $120 for the trip. If I wanted to watch their movies it was $10 per flight to hire the portable TV, so add another $40. And then add on say one drink per flight and we are up another $40...
Then let's look at the service, it took ages to check in because the staff didn't know what was going on... then the flight was delayed an hour out of Singapore, . We arrived in Darwin around 5am for a 7.15 connection to Sydney. It also was an hour late leaving. There were no announcements nor information as to when the flight was scheduled to leave. Then to finally top it off as we were boarding the plane one hour after we were scheduled to leave, the flight crew announced over the PA system to make our way to our seats quickly so we could get away on time... So does that mean 1 hour late is "on time" for Jetstar...
Then on the way home when we boarded the flight from Darwin to Singapore we boarded about 10 minutes late, only to be told once everyone was seated, that they were doing some "regular maintainence" before we leave so we will have to wait another 20 mins (on the plane) before we left...

Jetstar advertises cheap airfares all the time, but as they say "You get want you pay for"... so unless the difference between a full service fare and Jetstar is not more than 50%, and your willing to fly on an unprofessional airline... don't do it...

I am writing as a very disappointed customer as my claim with went in early October 2017 .
As you see it is now the end of Jan and have not completed this claim
the service has been below standard.

I am sending a copy of all correspondence to consumer affairs.

I have been patient and compliant with all requests to have this resolved promptly however this has not been reciprocated.

Communication from your department had been few and far between

I understand my air fare was reasonable but I did not encounter the service to be of this low standard.

I was supposed to fly to Bangkok from Singapore for holiday along with my 9 other family members via Jetstar airline on 23/12/09 07:15am (Flight 3K511). 
Unfortunately my mom passport expiry date is less than 6 months (by 1 day different), thus the counter officer rejected to check us in.
We seek for Jetstar advise on this matter, but the officer turned  us down by saying the manager on-duty was busy.
We insisted to wait until she's available to advise us. After waiting for quite some time, the manager on-duty approached us.

She reluctantly entertained us by saying passport with less validity period is not allowed and told us to go embassy to renew the passport.
(Yes, I know this but I was asking if there's other alternatives or better advise). She was then advise us to try another airline since she said "we are short of staff today and I've been very busy since morning".
I'm very much disappointed that instead of assisting us, she's complaining about the working condition in Jetstar. There's no professionalism at all in her response.

I advised her that they should also improved the ticket purchasing system by not allowing the customer to make the purchase if the passport expiry date is not valid. And again instead of taking the feedback, she told us that it's passenger's responsibility to ensure this.
I do not disagree with her but again I'm disappointed with the response, because she told us there were 10 same cases of passport validity issue for past 2 months! (and not even single action or warning to the customer given by jetstar airline)

At the same time, another group of passenger approached another officer with the same issue.
They were advised to go to ICA to get the letter of extension and the officer actually refused to tell them the subsequent available Jetstar timing since they are too busy.
We told the local group the next available time would be at 19:25 and we headed back to check-in counter asking to hold 3 of the tickets and let the other family members to go ahead. (The manager on duty said we can reschedule our departure time to 19:25 with charge of SGD80/person)

After so much hassle and due to some reason, in the afternoon we decided to reschedule the 2 tickets and cancel my mom's trip only.
I called the Customer Service to arrange the changes.
The guy on the phone told me that no changes are allowed for our tickets as they have been marked as NO SHOW. If we still want to go to Bangkok, we need to purchase new tickets again.

Another thing I found that any enquiry that requires answer has to be done via post mail (cannot be done online). 
Is this method done by Jetstar to discourage customers to feedback ?
I fully understand that Jetstar is a budget airline, but does it mean the way the staff response and the service given by the airline should be far below the other airline's standard ?