Jetstar Airways
Reviews and Complaints

Bianca is a cabin crew member on the Sydney to Byron Bay route during the last week of October 2009.

I haven't met a more rude, obnoxious and racist cabin crew member. We had an altercation with her when she attempted to treat the boarding call as a classroom, and yelled at us for pushing in while trying to line up in the cramped Byron Bay gate area.
For some reason these cabin crew people have such a huge head cos they think they can stop people from getting on planes!
YOU"RE IN CUSTOMER SERVICE PPL! get over yourselves - you are known worldwide to be one of the worst airlines, with the work cabin crew.

Bianca - you need a life if you get your ya-yas from threatening to not let passengers on planes, when you are the immature idiot!

After driving 3+ hours to catch a flight to a conference I arrived 2 minutes late. After explaining that I had driven 300klms I received no sympathy at all. 30 minutes prior to takeoff is the absolute cutoff no exceptions, " 100% sir, you are not getting on that flight" were her words.

What a pathetic excuse for customer service, it simply does not exist at Deathstar and it's simply not good enough. I am in retail and if I treated my customers like that I would be out of business quick smart. Why wouldn't this be a great answer to my predicament. "Sorry you're late sir but lets see if we can't get your bags check in and get you on that plane".

DEATHSTAR, I hope you go completeley broke, you'll never see me again, and from what I hear a lot of other people also.

In July 2009 I booked a Jetstar flight departing Melbourne at 1pm on 9 November 2009. This time would enable us to disembark from an international flight & have plenty of time to clear customs & immigration, collect baggage etc. jetstar have now changed the flight to 11.35am, which is too tight a connection. I requested a refund & they have refused on the grounds that they can alternatively offer us a 4pm flight, which is 3 hours or less from our original booking.
Beware of jetstar - they deliberately offer a large menu of flights less than 3 hours apart, which they have no intention of flying. This will induce you to book at a convenient time & they will then force you on to a different flight by refusing a refund. Somewhere buried in their terms & conditions it says you are obliged to accept a flight within 3 hours of the original booking.

One of the most frustrating things about Jetstar is that they don't have a telephone number to lodge complaints. If you have a complaint you are expected to lodge it in writing so you should definitely do that. You will find that it will take at least a month to receive a reply.
If you need to speak to Jetstar Complaints you can ring any of the following numbers: [protected]/[protected] or [protected].
My complaint was about their fees which I regarded as excessive. For instance, if you need to change your Flight Itinerary, Jetstar will charge $30.00 per person each way. If you are late for a flight, Jetstar will charge $30.00 per person to re-schedule.
This fee structure was challenged in the Consumer, Trader and Tenancy Tribunal at the Office Of Fair Trading. The Jetstar official representative stated in Court that the fees charged are the way Jetstar make their money. When you make your Booking you also agree to accept their Fee Structure. In the words of the Judge, the only way to avoid this is to not deal with Jetstar in future, advice I will certainly take and so should you.

I was scheduled to fly to Bangkok during the airport closure in early Dec 08. My flight from Singapore was cancelled, and I was left stranded at Changi. I eventually flew home to AU (not to BKK) via another airline. I still have not been refunded for the cancelled flight - it has been over 6 MONTHS! Everytime i call, i'm told it's "being processed" and i am to wait a couple of weeks. This has been going on for months now. I never get to speak to anyone in authority or with any control over the situation - i am just stuck with the call centre who are unable to do anything except tell me that the cheque is in the mail. I am SO FRUSTRATED at the shoddy service.

The worst part is i still have a ticket for BKK to MEL, that i was hoping to use some other time (i can't do anything with it other than postpone the departure date) but i'm so angry with Jetstar i don't want to fly with them - but they won't refund the ticket.

There has to be SOMETHING i can do about this, but i dont know what :(

I booked a flight home with my family to see my new nephew get christened but unfortunately my brother's partner has only just been diagnosed with post natal depression and so the christening has had to be postponed. The date of the christening has not been reconfirmed for obvious reasons, but despite giving Jetstar 5 working day's notice of our needing to postpone our tickets so that they had an opportunity to sell our tickets again, as well as informing them of our family situation, their response is:

It's physically impossible for us to give you a credit to the value of the flights, but if you provide a medical certificate we can provide you with a credit to the value of the flights.

Excuse me? You are a bunch of lying greedy selfish little unAustralian scammers. Thank you for turning a devastating family event into an outright nightmare. Hope my $1000 means that much to you.

On May 21, 2009 evening, I was on my way to airport after work. The weather was bad and thus caused the heavy traffic on the road. As I reached the airport, with no luck, the counter had closed since I was late for 8mins. However, it was still 32mins before the plane took off, I apologised to the officer and begged him to allow me to check in. The officer refused me on the spot and told me according to the rule, I need to check in 40 mins before departure and I was late. I explained my situation and I needed to urgently go back to my home, and since the aircraft was still around, if they allowed me to check in now, I would still have more than sufficient time to pass the security check and board the craft, without posting any delay on plane schedule. Surprisingly, the man insisted to reject and said they go by rules. I begged and begged for his mercy, at last, he threaten me that he will call the police if I continue to do so.

This is how they run the business. Strictly follows the terms and condition on paper, if you violated the rules, sorry, no exception, regardless you are rushing to emergency or funeral. If you say any more words, let’s call the police. This makes me think of my old schooling time. (Opps, I believe some kind teacher will accept reasonable explanations, especially when it is your first time to break the rule, and, they won’t need police to manage a pity beggar) I have to admit that they have done nothing wrong. But under this business climate and competitive market, I am not sure how sustainable the business will be if we just neglect the human factor from the business model.

I used to be their frequent traveler, but now for sure, I will not take their service anymore. Rather, I will go for the airline that saved me that day – Japan Airline that took off only 10mins later than my original plane and allowed me to immediate purchase and late check in with a polite and helpful attitude. Of course, they didn’t miss the valuable opportunity to educate me, which is through a gentle reminder to reach airport earlier next time.

Guess which airline I am talking about? The Jetstar – a Singapore based airline. If you really want to go for this airline, I strongly suggest you to read every single word of their terms and condition and make sure you won’t cross the posted limitation. No, should not even be at their rules boundary. Otherwise, is not hard to imagine how you will end up to be.

I am writing to report an incident that occurred during check-in for flight on 31/MAR/2009 between 9:00AM to 10:30AM in the Sydney airport Jetstar check-in desk and the customer service desk.

My name is KIM. I'm Korean.
I can speak English but It’s not perfect. Please keep until reading all done.

I was a passenger on my travel from Bangkok to Sydney (JQ30) on 15/MAR/2009 and Sydney to Bangkok (JQ29) on 31/MAR/2009.

This time was my first trip by Jetstar airline. My first impression about Jetstar airline was nice. I took your airline from Bangkok to Sydney (JQ30). I liked that every crew was kindly and made comfortable to me but it had broken by your crew.

I would like you know that I have been many countries, cities and airports.
So I have many an experience like this situation but I never complain to any company. I even thought that I reminding to me in the rule, for security, misconception, someone bad feeling or just unlucky.

However, this case is so different for me. Maybe you think that I got even a bad feeling. I checked that I’m wrong or not. Maybe happening is from Australian's culture. I visited or called many place include the Jetstar airline office in Bangkok and the Embassy of Australia. I asked their opinion that their said to me should connect to your company. Finally, I write down now a first complain letter in my life.

Let me explain to you..
On 31/MAR/09 I arrived airport around 9:00AM. I just went to check-in desk. But I couldn’t check-in. Check-in crew (after she) was not allow check-in. Main reason is I hadn’t air ticket a leave Bangkok. She said to me. "You have to buy a ticket because you have not a Visa" Simply she sad to me If I have not a air ticket for leave Bangkok. I can't go to Bangkok.

She recommended buy a ticket from Bangkok to Korea by Qantas airline after that refundable in Bangkok. If I can be a 100% money back to me. That is not a problem. May I buy and check-in. but she didn’t say to me about canceling fee. She said about 'Full refundable air ticket. So I asked about lost my money. Her answering was "Can you see? Qantas desk is over there.." I asked another questions about lost money and other way. But her answering was same. "Can you see? Qantas desk is right there.."
She didn’t try to even hear my questions.

And then She said to me "This is check-in desk, I can’t help you" And she said “Next!” Maybe her meaning was shut up and go ahead to Qantas desk. I had to leave check-in desk for another customer...

I would like to know that why I have to buy ticket to leave Bangkok because I didn’t want to lost my money. I went the customer service desk and I asked same questions. There are close to the check-in desk at same area. And I told an experience about same case on other airline and airport. I have many times a passing Thai Immigration that I didn’t bring return ticket. In that time I didn’t show up a ticket.

My experience about I hadn’t bring a return air ticket.
- Seoul(ICN) to Bangkok(BKK) by Korean Airline on 31/OCT/2008
- Seoul(ICN) to Seattle(SEA) by Korean Airline on 29/MAY/2007
- Paris(CDG) to Bangkok(BKK) by Emirates Airways on 13/JUN/2008
- Bangkok(BKK) to Kualalumpur (KUL) by Thai Airways on 23/APR/2008

Specially, I had living in Thailand for 18month already. Thai Immigration interesting about who can leave Thailand. It’s not even air ticket.
Because, many traveler use to by way in-out on a border crossing. Usually, There is not bring air ticket for leave Thailand. (ex. Thailand - Laos, Thailand - Cambodia, Thailand - Malaysia. So, I can use by way Thailand - Laos - China - Korea or opposition)

Simply, Her answering was "It is rule"

So I was stop asking and went to buy a ticket Bangkok to Sydney by Qantas airline.(Qantas staff was so kindly and always smiling it made feel better to me)

May finished here I didn’t write down now. I met third person that was great. I got a feeling about racial discrimination.

I visited customer service desk again. I like to certainly understand that Why I have to spend money that I didn’t need. When I walked close to the customer service desk third person was look at me. She stayed alone. I asked for want to see a rule book. She was not allow simply don’t need. I asked again “I am your customer. right?” she said “I don’t know who you are. You just come here and ask….” but before she saw my passport and not allow check-in and first time when I visited the customer service desk that she stayed beside. So she saw me before.

But I didn’t care about that. I just interested about rule. I show up my Jetstar E-ticket. She saw my paper not over 2 seconds.(Meaning is She don’t need seeing my ticket) And told me about I have to buy a ticket for leave Bangkok. I bought already. I just interested about rule. And she said. It’s not airline rule. It’s Thai government rule. She suggested. I am going to near computer and search a Thai government web site. If rule from Thai government, how to explain before my experience.

I still can not understand why I have to buy a leave Bangkok ticket. I couldn’t understand her English because her speaking was so fast and many sentence. I could hear even a “go to computer and surf the internet”. I asked “Can I recording your voice explain for understanding” She was look so angry and she said “You can’t any recoding…. It’s illegal”. She look at me like that I’m a criminal. Actually, she was a scary me. I asked her name but She gave to me only “SIM” I asked full name. She said “I don’t need to give to you” and I asked “I am your customer. right?” She didn’t answer again. I asked again “why don’t I get your full name?” She shout for another customer “Can I help you!” with smiling. That customer was not arriving at desk. after that, She didn’t look at me any more. I just look at that she talked with another customer. I felt that I was not stand there. So I even could to do leave a Jetstar customer desk because I’m not customer.

I met a three Jetstar crew in Sydney. No one said to me “Can I help you”, “I’m sorry”, “Can you…”, “Please…” and I couldn’t see any Smiling.
Also, my questions met with disregard and they are arrogant toward me.
Everybody higher then me and nobody thought that I’m a customer.

I still want to know that…
- Why couldn’t I hear an exactly reasons.
- Why couldn’t I hear “Can I help you. Can you, Sorry, Mr, etc…”
- Why are they even too self-importance to me (for other customer was so kindly).
- Why couldn’t I see a smiling? (Maybe I am yellow monkey)
- Why had I to spend my money. Is it what kind of rule and where are from.
- Is it normal in Australia?
- Are your crew unlike a Korean or racial discrimination?

At Bangkok airport, I didn’t show up an air ticket for leave Bangkok and I was passing safety. I didn’t need. I just lost my money for canceling fee.

I write down that I try to make simple. In true, there are have more action. If you want that I can tell you more.

I am waiting for your answer.
If you don’t any reply, I will try to get answer using another way.
I hop so that when my friends ask to me about Jeststar. I would like to say ‘It’s nice airline’. Thank you for reading.

KIM

After deciding not to attend a friend's wedding, we found cheap flights on Jetstar which meant that my husband, daughter and I could fly return from Melbourne to Sydney for $320.

The booking went through as above - I'm not stupid and so I KNOW I selected our departure to be Melbourne (bloody Avalon) and destination as Sydney with the return flights in reverse.

We are due to travel this coming week and so I have just checked the itinerary to confirm what time we needed to be at the airport for departure - I knew we were leaving at the crack of dawn because that's when the cheap fares were available.

I have just discovered that the departure and destination were reversed on the itinerary and because I have only just discovered this now, Jetstar will do SFA about it. Nothing, won't budge, refuse to be even decent and try and negotiate.

I have discovered on another website that others have had similar experiences. Apparently, it has something to do with hitting the 'BACK' button when selecting flights (something I know I did as I was trying to get the best price). When the 'BACK' button is pressed, Jetstar computer systems, in their infinite wisdom, randomly change your departure city. In my case, our departure and destination cities were swapped.

Yes, people can tell me that I should have checked the itinerary straight away (even though it took 2.5 hours for it to be sent through after I made the booking) and that Jetstar are clear in their policies on changes not being able to made without sending you broke. I know. I also know that Qantas would at least try to help make this situation a little better. We are all but broke. We shouldn't be taking this trip but we've been away from family and friends for a long time and this seemed like the perfect opportunity to catch up with everyone. At $320 for 3 people, return, it was do-able. Now we've been left with the choice of either forfeiting the tickets (and therefore the money) or making a change which will cost us another $390! It would have been cheaper to just fly Qantas.

We will NEVER be flying Jetstar again.

Jetstar have sent an email stating keep an eye on emails to come re 5 cents seats. I was hoping to be able to book a cheap flight but the thing that has really got to me is I got the email this am at 8:02 and the sale ened last night at 11pm. I was on my computer and getting emails from others, last night at the same time the sale happened. Really handy getting the email after the sale has eneded is this false advertising. I would like to forward this email on to Jetstar so they can give me an explanation as this has happened twice now, to prove what is happening with the times the emails have been sent and the ended sale period.

Wanted to find out at booking desk if we could upgrade to business (Star class) on the return flight from thailand using frequent flyers points, as we were flying there star class. Was told by gaeton (Staff member) at desk that there was no possibility as frequent flyer members were the 'lowest of the low' - he was extremely rude and condescending - it was very tempting to jump the desk and have a quiet word with him, but I wanted to get to thailand. Approached him (Gaeton) 6 months later on a flight to bali - took his name for this complaint, and was again told nothing would happen to him as frequent flyers were still 'the lowest of the low'. The arrogance of the male person (And I use the word loosely) astounded me, and as an employer of over 20 staff, I would have had him fired on the spot - surely this could not have been the first complaint against him.

Regards
Tony fields
Frequent flyer and qantas club member since 1994. 0437155

I had a flight booked with my wife to return to Melbourne from the GoldCoast on the 8th of April. Jetstar rang my wife and told her that all flights from the Gold Coast were canceled due to "service difficulties".
She clarified this was not one flight but all flights for the day of the 8th. JEtstar were very adamant about this. Knowing i still had a flight, i rang seperately to confirm my flight still existed, after which they started to acknowledge the flights were overbooked and were offloading passengers.

I accept flights are canceled and we have to reschedule. I do not accept that we were blatantly lied to by JetStar.

After we found out the issue it took 4 hours on hold and 5 phone calls to resolve the issue..
This included twice being hung up on purpose (they said they were going to do it). They also wanted to charge a change fee because the alternate flights where not within a 24 hour period.

I eventually got a good supervisor who canceled my wife's flights and fixed mine (without an extra fee).

I booked a flight for my wife, infant son and I to Singapore (11/2/2009). Three quarters of the way through the booking and, sadly, after the payment screen, the internet connection went down. Living in Indonesia it took a while to get back on. While waiting to connect I ran Valuair and found the number listed to be incorrect. Directory services has no listing for either JetStar or Valuair in Indonesia.

I checked with the bank and no charge had been levied so assumed the booking had not gone through. I went ahead and booked again...by now my wife had decided against going and I just booked for myself. I received email confirmation, as per normal, that my booking (ref E8B9TT) was successful...I never received the same for the earlier booking reference (which I later found via my credit card statementto be V3RDPV)

I went ahead with my flight by myself.

Checking my bank statement I found the two charges and rang JetStar in Australia (remember the Indonesian nubers do not work!).

I was told that I was not entittled to a refund for the flight not taken, nor was I entittled to a credit to be used against further flights.

OK- I have used ValuAir about 14 times over the last 16 months, as well as the parent airline QANTAS. I am a frequent flyer with the later. I am not a fraudster and I feel that I should not be blamed for internet failure in a country where this is the norm!

The whole episode and the refusal to either give me a credit or refund (credit is FINE) has left a very sour taste in my mouth. I have been very positive about Valuair's service in the past, however this incident and a point blank refusal to listen to reason is beyond me.

I will be for sure binning jetstars recent corporate traveller invite, as well as cancelling all my companies freight business with QANTAS. Apart from this I will be passing on word of mouth to the small expatriate community here in Jakarta just what a bunch of rotters JetStar are. Its a pity we own a cafe and a large number of expatriates pass through...they will all hear this story

Alun Evans
[protected]@merdekacoffee.com

this latest incident enhanced my utmost disrepect to JetStar after the last time, the pilot refused to accept me on board even though i was 1 minute past check-in time.

just an hour ago, i tried to do a booking online via their website from SIN to KUL for a family of 10. while going through the procedures, i noticed the website response was getting slow. as i got to the payment page, my credit card was rejected. so i tried to book all over again. this time, i was still getting slow response from the web server. i did double check that i have booked the correct date and time. but however, after completing my payment and viewed my travel itinerary, my return time was wrong. immediately called them up to inform them of their technical glitch and thus, to request for a change but the customer service offer was very rude, kept interrupting. instead, they said they sincerely want to help us by giving us 2 options; either we pay the normal priced tickets or forfeit our SGD800 worth. what kinda help to us is that? really felt cheated.

i plead to all not to patronize JetStar ever again. AirAsia is far more superior in service quality.

Myself and a friend where booked on flight JQ479 departing Newcastle airport at 1905. On a tip off from a family friend we where told this flight had been delayed. On this tip off i rang jetstar and spoke to a David at 1743 who informed me that there wasnt a problem and that he had checked two web sites and that the plane would be going. Myself and my friend and two other people who where also on this flight were then driven from Batemans Bay to Newcastle airport. On arrival we could not only see on the screen but then where also told by your check in staff that the flight had been delayed because of a problem and would be departing at approx. 2200. I had personally chosen this flight because of other family comittments in Melbourne and was VERY ANGRY AND DISSAPPOINTED that i was misinformed by your staff. In my opinion this is very unsatisfactory service. At this stage i will NEVER fly with your airline again. You totally wrecked our weekend away and my daughters birthday sunday night at home. I know this isnt your concern but i arrived home at 2 am the following morning. From talking to other people while waiting all that time at Newcastle airport they where not happy either and would also be seeking another airline to travel with in the future as i will. A lousy 8 dollar meal does not compensate the love of a disappointed child on a birthday. Thanks for nothing jetstar

Here is my complaint

Dear Sir/Mdm,

I am writing in to lodge a feed back case, it's regards to booking reference# NPSECD Registration# 200403570D. we had made an online booking with JetStar on 26-Nov-2008 a flight from Singapore to Thailand (BBK), the date of departure was on the SAT 07-Feb-2009 07:15 (GMT+8) and return on TUE 10-Feb-2009 21:15(GMT+7), we always think that JetStar is a trustworthy and reliable flight company to travel with, but we were very disappointed that it was ended up that we were advised by a JetStar agent at airport terminal 1 that the flight had already been re-scheduled, the date had revised to 06-Feb-2009 which is the day before due to the Bangkok protesting incident, it was a devastating, angry and the agent was totally rude and unproductive in fact it was disruptive, only told to call the customer service hotline if I wanted to complaint, me and 4 of my friends are all working adult, we had planned this holiday for a long time and hardly get a leave from our organization. It's really upset that we are unable to proceed as planned and we also had booked our hotel stay as scheduled for the 4 days, however i called up the call centre and was attended by one of their Customer Service Staff, name Mio at [protected] on 05:37AM that due to the system outage hence, they are unable to check the status of the flight even for the returning information and no resolution at the moment, she ensure that we will be able to get a total refund for the flight and but we need to call back on Monday, ultimately we manage to get a 2 ways ticket from Tiger airway to Bangkok at a high price of S$425 for each of us and waited for 4 hours until the next departure time as its already no alternative for us. The reason why we decided to book the flight more than 3 months in advance is because we want to enjoy the promotion rate and i sincerely hope that we will be able to get the full sum refund as we had paid more than expected for this short trip holiday, how can JetStar unilaterally confirmed the trip without seeking consent from the customer. This is definitely not acceptable and we had not been notified for any of the changes. Kindly contact us if you need to clarify on any of the information.

I am Dissapointed with the way that Jetstar would not even look at my compaint over the phone. they could not even help me sort my booking issues out. The girl I spoke to suggested just paying again.

Below is the letter that I sent them:

3 February 2009

Customer Relationship Manager
Jetstar Airways Pty. Ltd.
GPO Box 4713
Melbourne, Victoria, 3001

Dear Sir/Maddam:
This letter is to complain about service I recently received from a Jetstar Airways Pty. Ltd. customer service representative named Felecia when I called regarding booking reference “*******”

I called Jetstar Airways Pty. Ltd. on the 3rd day of Febuary 2009 to find out how to deal with a problem I’ve had with flights that I have booked. After I had been on hold for several minutes, Felecia came on the line. I had to explain my problem to her several times because she did not seem to be listening and therefore asked me the same questions repeatedly. Felecia put me on hold for several minutes, and then returned to say she could not help me. When I asked to speak to a manager at Jetstar Airways Pty. Ltd. She said that she could not help me, said “goodbye sir” and hung up on me. Needless to say, I was (and still am) quite frustrated.

I then called Jetstar Airways Pty. Ltd. again on that day to speak to a manager. My call was answered promptly by Fibi and she was put in a hard position as she could not put me onto a manager. She was as helpful as she could be in the situation. I do not believe that I should have to be writing this letter, my problems should have been sorted out while I was on the phone.

I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am cancelling my flights immediately, and I expect a full refund (less any fees that are applicable). I also deal in customer service based industry and not only will I be informing my friends and family about this experience, you can expect that every customer I deal with (usually 80 individuals per month) will hear about my bad experience with your company.
I would appreciate it if someone from your company could call me and confirm the receipt of this letter and I will at this time pass on my bank account details for a refund.

We are FINALLY home!

Now I know a lot of performers have horror travel stories... perhaps none more than Paul Romhany as he flies from cruise ship to cruise ship every week... but our trip was a simple flight from Osaka to Melbourne via the Gold Coast.

Only problem was - it was on Jetstar.

DEPARTURE TIME

When I originally booked the flight, online at Jetstar.com, it was a 7pm departure from Osaka. Jetstar sent me several email notifications letting me know the flight times had changed to 8pm, then eventually to 8.55pm.

So we arrived at the stunning Kansai International Airport ready to check in at 6pm... and we noticed that people were leaving the check in counter with their luggage.

After about 20 minutes we reached a point in the line where there was a sign telling us that the departure time was delayed until 8.10am... the next morning.

REASON FOR DELAY

According to the sign, "Crew rotation". Apparently, the crew were not rested enough to fly until the next morning.

Most modern airlines use a technique called "planning" which involves things called "schedules". Hopefully Jetstar will introduce this innovative idea sometime in the near future... either that or maybe remote-control planes that don't need crews to fly them.

COMPENSATION

Thankfully the Japanese staff working for Jetstar were very apologetic and worked efficiently and politely to calm customers and put plan B into action.

In order to soothe us they offered:

* Free meal service on the flight from Osaka to the Gold Coast.

* Excess baggage was waived.

* Overnight accommodation in a nearby hotel.

* 2000 yen voucher for dinner.

* 1000 yen voucher for breakfast.

2000 yen is worth about $AUS33, and as the many restaurants at the Kansai International Airport charge regular prices (as opposed to "airport prices") we were able to enjoy a delicious dinner. Of course, as we had to catch a bus to the hotel we were a little rushed, but we enjoyed it as best we could.

THE HOTEL

As Jetstar had to billet 400 or so passengers we were sent off to different hotels. Sue-Anne and I stayed at the 51 story ANA Gateway. Very nice hotel. Room prices listed at around $AUS300 and, though in need of a freshen up, they were big by Japanese standards.

Unfortunately, ours was next to the elevators and the sound of a lift rushing up 50 floors is like a rocket going off... over and over again.

Later in the night, when use of the lift had stopped, I heard a weird squeaking... I think it was just because the hotel was so tall, but it sounded like the room was haunted by some demonic telegraph operator sending morse code all night.

I think I did manage to get an hour or two of sleep before waking at 4am to catch the bus back to the airport.

CHECKING IN AGAIN

The signs in the airport told us to check in at counters C18-22 - and there was already one family lined up there - so that's where we all went. We were really pleased to be second in line.

Unfortunately, when the staff arrived they decided to use different counters and the line ran, tail-end first, to the new check-in area.

BREAKFAST

We were checked in by 6.20am and ready to spend out 1000 yen each on breakfast... unfortunately, all but one of the airport restaurants were still closed and didn't open until 7.30pm (which is when we needed to board) and that restaurant was McDonald's. A fellow traveller told us he had a feast for 980 yen, but we opted for the healthier option of not eating.

FLIGHT

The flight was uneventful as we were all very tired, and the crew was almost invisible as they had nothing to sell to the passengers. They made one pass just after we took off giving us all a croissant and a small yoghurt, then another pass just before we landed with a hot lunch for everyone (which was actually not too bad). It was at that point the announcer said "This is your last opportunity to request any food"... the passengers let out a sigh as one as we realised we could have been asking for our "free food" at any time during the flight... in true Jetstar fashion, they'd offered it (not when they served us the croissant, but in the letter we got the night before) we just had to ask.

ARRIVAL

The pilot announced, quite proudly, that he'd made up time and we'd arrive early at the Gold Coast International Airport, which we did. We had just over an hour to clear customs and check in to our Melbourne flight.

We all rushed down the stairs and onto the tarmac, we read the handwritten sign stuck on a witches hat and took the path along the barbed wire fence before entering the tunnel made of cargo containers and emerging in passport control.

Our bags finally arrived on the conveyor belt, we had nothing to declare and were directed down the left line where our bags were thoroughly searched.

We'd been first off the plane and now we watched, helplessly, as everyone rushed through to meet their connections while Customs officials went through every piece of our luggage. They flicked through our books several times, examined every credit card in my wallet, and stood there reading entries in Sue-Anne's diaries.

I told them that, because our flight was delayed by 12 hours, we'd been told that we had to find a Jetstar person to help us make our connection in time. They said "Good luck" and laughed. They said that Jetstar was always late.

OUR FINAL LEG

Sure enough, they were right. When we joined the end of the line at the Jetstar domestic check-in, I noticed that the 7.20pm to Melbourne was now leaving at 10.20pm. (Due to late arrival of the aircraft... which is weird, because if it was that late it means the plane hadn't even left Melbourne or Sydney yet).

There was an 8.20pm flight to Melbourne, and when I asked if we could be moved onto that, the check-in lady told us it was already overbooked by ten people. (Note, they filled that plane with people, like me, who were earlier in the line. How do they overbook it? Surely they could get a machine that tells them "Sorry, you've already sold that seat to someone else." Maybe one day they will.)

I told the lady at the counter how we'd already been delayed 12 hours and now we had to wait another three and she got her back up and told me not to "pay out" on her as she'd only just arrived at work. At least she was getting paid to be there, a lot of the other passengers were unable to arrive at work thanks to Jetstar's hopelessness.

I took another tack and asked her what she was going to give us as compensation and she quickly wrote out meal vouchers, worth $8, for both of us.

She was very combative and not once offered an apology for the delay. As we were told later by an airport staff member "That's how they're trained to be."

ANOTHER DINNER

When we went through security where the three food outlets where we met with another passenger who wasn't offered a voucher. He went back out to check-in and had to argue with a supervisor before he was finally given one.

I took my pad and paper with me and headed back to check-in (hey, I had nothing else to do and three hours to kill) and I asked the supervisor what the Jetstar policy was with meal vouchers. He asked me if I wanted one, and I explained that I had one because I'd asked, but other passengers didn't get them. He told me they would have been offered them... "they weren't a secret", I explained that they weren't offered them and perhaps he'd make an announcement on the PA for those who missed out.

He agreed.

A short time later the announcement was made. Unfortunately, most passengers had already bought food and those who were going to go back through security and get their coupons were told the kitchen's were closing in 5 minutes...

So what could you get for $8?

* Nachos? No - $13.50

* Burger, Fries & Drink - small? No - $10.95

* Chicken Roll? No - $8.95

You could get a croissant... $7.65.

Sue-Anne got a fruit drink for $7.60. I paid the extra $2.95 for the burger combo.

FINALLY...

As we waited and watch the departure area slowly empty of people we chatted to some of the airport staff. Apparently Monday at Coolangatta Airport is always like this. Jetstar are constantly running late. (Not just Jetstar. As we waited we heard a Virgin 7pm flight to Canberra get delayed, and delayed until it was finally cancelled at 9.30pm)

This explains the lack of clocks in the departure area. We had to keep time by watching a departure monitor... until a security guard came around and switch it over so he could watch the tennis instead.

Finally we got on the plane and were told that, because one of the Jetstar fleet "became unserviceable" (ie: broke) it threw their whole national schedule out of whack and a "domino effect" took over making flights later and later... The attendant who told us this was very well trained as her announcement was gruff, to the point, and her apology insincere.

By this time, I just conked out and slept the entire way to Melbourne.

Touching down at Melbourne Airport at 1.45am we made our way to the baggage carousel and picked up our cases. As we headed out I noticed that the airport authorities have gone all out to stop "unlicensed taxi drivers" from soliciting rides by putting up 5ft tall signs at each exit. Standing right next to the sign was a man holding a crumpled sign reading SMITH who approached me and said "Do you need a taxi?"

We were home.

Was this a "nightmare flight"? No. As I've discovered with a quick google of JETSTAR, it's quite typical.

On behalf of Australian travellers everywhere, we'd like to award you

JETSTAR - AMATEUR AUSTRALIAN AIRLINE OF THE YEAR

So bad, they even make Qantas look good! (Well, most Jetstar flights are code-share with Qantas anyway).

Hi all, My family bought 03 tickets from Singapore to Manila on 10th Dec 2008 it was a 1045am flight.The two local malay staffs handling the check in baggage was totaly rude and unproductive infact it was disruptive.It was my first time flight with Jetstar and it left a bitter taste.Paying for the over baggage is a must but being told that even a family of three(two young kids)must carry a 20kg bag each only, makes no sense.They are after all FAMILY DUH..I hope that jetstar can talk to the two malay ladies that while it's budget airlines, we are not paying peanuts either.That customer service must be done professionaly.Maybe because the supervisor was not around that's why the ladies were acting like the company belongs to them.I have lost face to my wife and kids and I hope that jetstar will look into my complain on why"must a family of 3(1 adult and 2 kids)need to carry three 20 kg bags each".why can't they share thier luggage since they are mother and kids?or is it jetstar aren't family friendly.
My utmose thanks for a pinoy lady staff who was very gracious in passing out information needed.Firm and fair.
Hope justice is done and that they will treat all customer with a friendly customer approach.
Thank you.

Refund still not received 2 months after a cancellation made due to a change of Jetstar's schedule.

Timeline of my dealings with Jetstar

11/9/2008 - booked a flight on Jetstar Asia online
26/9/2008 - received email notification that the flight time had been moved from 16:35 to 21:20 resulting in me being unable to make a connecting flight on Qantas.
26/9/2008 - rang Jetstar Melbourne and cancelled the flight as they had no other alternatives that would allow me to make my connecting flight. Asked for a refund. Advised the refund would take 8-12 weeks
17/11/2008 - rang Jetstar in Melbourne to follow up and they agreed to fast track the refund and promised a refund within 7 days.
24/11/2008 - rang Jetstar in Melbourne only to find that no refund had been made or requested. Advised they had submitted another fast track.
26/11/2008 - rang Jetstar in Melbourne to double check that the fast track promised had been processed. Jetstar advised for the first time that I would need to speak to Jetstar in Singapore as they processed all refunds.
26/11/2008 - rang Jetstar in Singapore who advised that the refund would take 8-12 weeks from the time I made this call as all previous correspondence had been with Jetstar in Melbourne who failed to pass any information on to Singapore. Jetstar agreed to process the refund within 6 weeks.