Jetstar Airways’s earns a 1.6-star rating from 365 reviews, showing that the majority of passengers are dissatisfied with flights.
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extra baggage policy
I have an upcoming flight to Denpesar from Melbourne with Jet Star (flying back to Melbourne out of Bangkok). I called customer service in light of the recent advisory not to travel to Bali. I think the advisory is mostly fear mongering but I understand the gov't has to cya. So, in light of the advisory, I thought I would at least enquire if I could alter my itinerary to maybe fly into Bangkok or KL instead. I was willing to pay the difference. Jet Star was totally unwilling to budge. At the time, I thought, well fair enough, I booked with a budget airline, I guess that is the price you pay for booking budget; they just want to fill their flight to Bali so fine. You would think they would attempt to accommodate given the circumstances, but fair enough. They won't. I'm not exactly pleased but fine.
Then I called back about baggage. I'm just going for a short time, so booked Jet Saver Lite (cabin baggage only). I wanted to know what it would cost to upgrade if I ended up wanting to check luggage. Not excessive luggage. Just what if I wanted to check my bag instead of carry it with me. When I initially purchased my ticket, I think the difference in fare was maybe $17.00 dollars or something. I know Virgin Blue has a policy that if you book online or call ahead, they'll charge you $8.00 to upgrade. If you wait to get to the airport, it is $20. What is Jet Star's policy? Well, first I am told that if I wait until I get to the airport, they'll charge $80. That is a lot. This is why I am calling in advance, I say. What is the cost if I were to pay now? The answer - after being put on hold for a ridiculous amount of time - is 'oh, it is still $80.00 '. I say, well that is awfully punitive since I could have booked the fare with checked baggage initially for way cheaper than that. The answer? Yes, we know. But that is what we'll charge you now that you have already booked your ticket and have no choice (ok, they didn't say that last part...)
In my view, this is appalling customer service. It is one thing to charge extra, and even charge a flat rate at the airport, but $80 if I call several days in advance? I checked online. I could still book the Jet Saver fare (with checked baggage) for less than the $80 dollars difference. So wow. You really do get penalized for booking with Jet Star if any changes need to be made post purchase. I guess I would have been better off with a different airline. I've flown both Tiger and Virgin Blue many many times. And never have had these kinds of problems.
another unhappy customer
On the morning of the 18th October 2008 I flew from Brisbane to Cairns on Qantas flight QF798. I checked in 1 x suitcase and 1 x set of golf clubs.
In the afternoon of the 20th of October 2008 I arrived at the Cairns Jetstar check-in counter with my suitcase and golf clubs for my return trip to Brisbane on JQ939. After placing both items on the weighing station I was informed that I was 16kgs over the allowable limit, and that I was going to be charged at a rate of $10 per kilo. That’s $160 to bring my golf clubs back from my short trip, the game of golf only cost me $99!
I was NOT charged by Qantas on the way up, yet I get slugged $160 on my return trip. It would have been cheaper to book a new flight with Virgin. I have never been charged by Jetstar before to take my golf clubs with me, and I have certainly never been charged by Qantas or Virgin.
I asked the woman behind the counter if there was anything that could be done for me, maybe waiving the fee for this one off occasion, or even offering me a discounted rate. I asked her what my options were, her reply “you can leave your clubs behind” what a stupid thing to say, oh ok, so I can leave them at your house and I’ll pick them up next time I’m in town? Get real!
She was not forthcoming or helpful on any of these requests, her (Jestar’s) ‘take it or leave’ it attitude it appalling. No compassion, no caring, not even a glimmer of someone trying to help.
I know what you are going to say “different airlines have different policies” and “it’s all in our terms and conditions”, well I can tell you; if that’s the line you want to draw in the sand I’m never going to fly Jetstar again!
One last thing, let me give an insight into Virgin Blue’s customer service, they do everything they possibly can to help you, if you arrive 20min before your flight they do everything possible to get you on-board, if you luggage is slightly over they don’t worry about it, if you are transporting sporting goods they don’t charge you. So maybe, just maybe you could take a leaf of Virgin’s book and build on your ice cold customer relations because at the moment it stinks, it absolutely stinks!
Another unhappy Jetstar customer!
They don't appear to have any ability or right to make any judgement calls regard your complaint. And apart from that they don't have any real customer service flexibility which of course makes calling them a total wast of time! Write it off and move on...
Jetstar call centre is hopeless appalling.. make your blood boil waiting for a response on simple enquiry about how much it costs to change a flight.
Don t bother to call Jetstar manila call centre. They cannot handle calls and clients. Totally inflexible and when you ask a question they cannot answer they put you on hold for 10 mins on top of the 35 mins to get through to an agent.
Hopeless customer service provided by Jetstar Airline, shameful for not replying complaint against them.
Due to misty weather at Macau on 22/03/11, Jetstar 3K574 delay flight timing from 2.25 am to 12.35pm and this incident caused us spent HK$1, 600(S$261.60) one night at Hotel Golden Dragon.
As such, I would like to claim this amount S$261.60 since flight delay already more then 6 hours.
I booked 2 x Return flights to Queenstown from Christchurch. The flights did not include Check-in Baggage. But on the way back we had more luggage than we left with, so needed to checkin 2 suitcases, which cost us $80 each to check-in. Most airlines only charge $20 to check-in luggage. JETSTAR IS A RIP-OFF! I will never travel with them again.Also the staff at the Check-in counter is rude and unhelpful!
Thanks Jetstar.
Despite considerable effort to discuss the issue of a flight refund or change, there has been no response and my 17 daughter is sobbing over loosing her life savings to a heartless corporation which won't refund despite Australians being warned not to travel to Bali etc.
The lack or response and attitude is deporable.
JETSTAR SUCKS
Jetstar left the baggage of 27 passengers...over 100 pieces!...in Jakarta off their flight to Perth from Jakarta on Sunday July 18. To date i.e. midday on July 20 the passengers affected have no news on what has happened to their baggage or when they can expect delivery. This is apalling service!
http://www.smh.com.au/travel/travel-news/flying-off-the-handle-a-day-with-the-dalai-lama-a-night-with-jetstar-20091215-kszu.html
Crap Customer service.
Inflexible
No idea how to retain a customer
Bound to go Bust if they continue with that attitude
I will certainly tell all of my social media contacts to avoid them like the plague!
I travelled on 5Aug2009 to Darwin 825pm flight. I was really upset about a Malay stewardess. I had to remove several items of other passengers in order to retrieve my bag and personal items from the overhead compartment. After that, I looked at the air stewardess hoping that she could assist me to put back some of the items. You know what happened? Without a smile, she said, "you put them back yourself". She just stood there watching me while i did that! I didn't want to create a scene, so kept quiet.
What kind of service is this? asking passengers to do it themselves? Where is the customer service? I saw her talking extremely nice to other caucasian passengers, offering them helps and chatting in very friendly manner!
What's wrong with this air stewardess? Caucasians are superior is it? Are local people inferior therefore deserve less helpful services is it? Isn't this showing prejudice? Hey... yes, this is a budget airline, but we pay the SAME AMOUNTS for the tickets! Shouldn't we be treated the same way, receiving the same quality services?
I've travelled on several other airlines, so far this is the ONLY ONE that showed this kind of discrimination. Jetstar may want to do something about this. Perhaps give training to their staff, to show the same respect and provide the same quality customer service to ALL PASSENGERS! I'd not choose to use Jetstar anymore.
my nightmare with jetstar
My nightmare with Jetstar – why your readers should be cautious booking with Jetsar
On the 1st of May 2008 I booked two return tickets with Jetstar from Sydney to Kuala Lumpur departing on the 23rd of October 2008 returning 5 days later on the 28th of October for my brother and I.
On the 9th of July I received an email advising me that Jetstar were unable to accommodate my booked service and that they wished to speak with me as soon as possible. I note that whilst Jetstar claim they had tried to contact me prior to this via phone, I have voicemail both at work and on my mobile and, whilst I was in London at the time the email was received, there was no voicemail ever left on either my work or mobile phone.
Following on from the email received on the 9th of July, I had discussions with a sales representative based in Malaysia. After discussing the matter at length with the sales representative, I was told that I could receive a refund which would take 6 weeks to process or alternatively Jetstar would make other travel arrangements for me.
On the 18th of July, Jetstar took it upon themselves to book me tickets without my authority.
On the 22nd of July after numerous conversations with various sales representatives of Jetstar, I informed Jetstar that the tickets they had decided to book me didn’t work as I wouldn’t be able to meet my flights that were already booked from Kuala Lumpur to Penang return. I informed Jetstar that if they were going to book me tickets they may as well book me tickets that worked. I was informed that in order for me to meet my flights that were booked with the two other airlines, my brother and I would be required to take 6 flights. On the way to Kuala Lumpur, we would need to:
o fly from Sydney to Darwin on the 21st of October;
o wait 2.5 hours in Darwin;
o fly from Darwin to Singapore;
o spend 2 nights in Singapore (a total stop over time of 42 hours) of which I have subsequently been informed Jetstar would only pay for one nights accommodation; and
o fly from Singapore to Kuala Lumpur and wait 4.5 hours in Kuala Lumpur.
This is in contrast to the original stop over time of 2 hours and 20 minutes in Kuala Lumpur and a total flight time of c.8 hours. Thus turning what was an approximately 8 hour total commute time to Kuala Lumpur into approximately a 57 hour commute time to Kuala Lumpur for a 5 day holiday.
I was also informed that instead of flying directly from Kuala Lumpur to Sydney 2 hours and 15 minutes after my Air Asia flight arrived in Kuala Lumpur I would need to:
o Spend 23 hours and 40 minutes waiting in Kuala Lumpur (accommodation for which I found out subsequently I would have to pay for);
o Fly from Kuala Lumpur to Singapore;
o Spend 27 hours and 15 minutes in Singapore (again, the accommodation for which I subsequently found out I would have to pay for);
o Fly from Singapore to Darwin;
o Wait 4 hours and 25 minutes in Darwin; and
o Fly from Darwin to Sydney.
Thus, Jetstar had changed my return trip from approximately 10 hours and 15 minutes to approximately 63 hours and 30 minutes.
In total Jetstar changed my commuting time from Sydney to Kuala Lumpur return from around 20 hours to 120.5 hours for a five day holiday. I informed Jetstar on numerous occasions that I didn’t think this was acceptable and that it was my intention to take this matter to the Consumer, Trader and Tenancy Tribunal.
On the 4th of August I rang Jetstar to ask about the proposed hotel accommodation they were going to provide my brother and I. I was informed that their holiday department would call me back and that this department did not have a phone number so I must wait for them to call me. I followed this up on the 11th of August and was informed that my details had been passed on but they had so many bookings that they were responding to them by date of booking and would come back to me in due course. The following day I received two emails confirming accommodation in Singapore for one night for my brother any I. Following this email I called Jetstar to ask where the confirmations were for the other hotels. I was told that their reservation system was down and I would need to phone back. When I asked if they could phone me back I was informed that they did not have an outbound phone facility. I also enquired whether the voucher was for one room or for two and was told that because it was the same confirmation number it would be for one room. I rang back later that day and was told that the representative would need to leave a note for their holiday staff and they would contact me shortly (I informed the sales representative that I had left a similar message on the 4th of August and that I would appreciate it if they could return my call and also if the sales representative could note my call and request in the file). On the 18th of August I rang Jetstar – and was told that they would need to call me back as they were not able to put me through to the correct department. I informed the sales consultant that I had rung numerous occasions including on the 4th of August and the 11th of August and had still not heard back from Jetstar so I would prefer to be put through to someone that could help me. I was told that this would not be possible and that an urgent request would be put through and I would be contacted shortly.
My phone call was finally returned later that day. When I asked why there was only one night’s accommodation I was told that I only had a one night stop over. When I discussed the dates and explained that I had to meet my pre-booked flights, the representative apologised for getting it wrong and told me that he would talk to his supervisors and come back to me. I also informed him that we would require two hotel rooms per night as were two adult males. The holiday department never rang me back. According to Jetstar’s internal notes, a representative informed me that they were only willing to pay for one nights accommodation despite requiring four nights accommodation. As such, I can only conclude that Jetstar thought it was perfectly reasonable for me to be out of pocket for three nights accommodation as a result of their change and note that I only found this out by reviewing their notes and was never officially informed.
After researching this matter, I discovered that on the 5th of June 2008, Qantas’s CEO, Mr Geoff Dixon made a public announcement stating that Jetstar would withdraw from its Sydney-Kuala Lumpur operation. As such, the cancelling of my holiday route was not due to bad weather, strikes or something outside of Jetstar’s control. Jetstar cancelled the whole route in order to take a more profitable route from Qantas and gave little consideration, given they intended to rely on clause 9.1 (c) of their Conditions of Carriage, to all the travelers who had pre-booked flights, paid Jetstar for those flights and were going to be out of pocket and inconvenienced as a result of Jetstar’s business interests.
Jetstar sold me two return air flights from Sydney to Kuala Lumpur on the 1st of May 2008. 35 days later, Qantas announced that this route would be cancelled and Jetstar was going to redeploy the aircraft that serviced the Sydney Kuala Lumpur route. 34 days after this announcement, (69 days after my ticket was booked and paid for in full) Jetstar informed me that I would not be able to fly on my booked flights. They refuse to provide a refund unless I accept that this is the end of the matter. They have attempted to claim that I have accepted an alternative route, which I deny I ever did, and have stated that if I fail to turn up to the flights they booked, I will forego the flight and will not be entitled to any refund whatsoever.
Accordingly, I believe this is an example of Jetstar abusing its market power and failing to reasonably compensate consumers for its own commercial imperatives. I believe Jetstar’s behaviour, through the imposition of unreasonable terms and non disclosure of crucial conditions to my disadvantage, constitutes unconscionable conduct.
I note that I do not have sufficient annual leave to take a holiday of a longer duration. In addition, Jetstar have refused to offer any compensation for the inconvenience caused by increasing my total travel time for a total 5 day holiday from 16 hours to 120.5 hours.
I refer to recent newspaper articles in relation to V Australia recently cancelling flights. I note that despite V Australia cancelling a number of flights as a result of delays to the delivery of a number of aircraft, amongst various offers made to Virgin Blue’s customers, Virgin Blue offered to provide a “an alternative flight on another airline”. This is in stark contrast to Jetstar cancelling flights for business interests yet refusing to offer flights with other airlines.
Peter,
I think you have summed up Jetstar's attitude very well - "take it or leave it".
In actual fact the sales representative that came the to the Consumer, Trader and Tenacy Tribunal even made this very comment when I was arguing that Jetstar undertook unconscionable conduct.
SHAME on you Jetsar! When will you learn that you need customers to be successful? Your approach to your customers is atrocious and whilst you may think you can continue in this fashion, you can not!
I know I won't fly with Jetstar again - pay a little extra for piece of mind!
Sure, under Jetstar's condition of carriage they can do this. But we must ask whether the vibe is right?
Jetstar cancelled the whole route because they wanted to take a more profitable route from Qantas (as per the Qantas announcement made on 5 June. This is in stark contrast to V Australia which offered to fly passengers with other airlines in addition to other options.
SHAME ON JETSTAR
Passengers get new flights after Virgin delays
Matt O'Sullivan
October 3, 2008
VIRGIN BLUE has been forced to reschedule
thousands of passengers booked over the Christmas-New Year period after it delayed the
launch of its long-haul carrier, V Australia, by three months.
As foreshadowed in the Herald last week, V Australia's plans to begin flying between Sydney
and Los Angeles on December 15 have been postponed until February 28 because of likely
delays to the delivery of its first three aircraft due to a strike in the US.
It is also a setback for the NSW Government, which had lauded Virgin's decision to make
Sydney its international hub, saying it would attract thousands of American tourists and create
1000 jobs.
Virgin Blue yesterday blamed the delay on a month-long strike by machinists at Boeing's
factories near Seattle.
The aircraft manufacturer is still unable to predict when the strike will end and cannot
guarantee the delivery date of Virgin's first three Boeing 777-300ER aircraft.
Virgin Blue said it was contacting passengers booked to travel between December 15 and
January 16 to offer alternative arrangements. It has also suspended advance ticket sales for
travel between mid-December and February 28, in case the Boeing strike is prolonged.
A spokeswoman said it would "not be leaving anyone in the lurch" and was "emailing and/or
phoning all passengers booked to fly up to 28 February". She would not reveal how many
passengers were affected, other than to say it was "many thousands".
Virgin Blue's launch of its domestic services was delayed by a month in 2000, forcing it to
refund thousands of passengers.
The airline is expected to demand compensation from Boeing, but said the "impact of the
serious delay" would be taken up with the aircraft manufacturer at a later date.
The carrier has offered passengers who were scheduled to fly between December 15 and
January 16 a full refund or an alternative flight on another airline. It has also offered
passengers who change their flights to those from March 1 a $200 voucher for travel within
Australia on Virgin Blue.
The delays to the launch are expected to blow out Virgin's $70 million budget for V Australia.
"Certainly it is going to cost them, not only in terms of money but in terms of customer
sentiment, " said an analyst at Shaw Stockbroking, Brent Mitchell. "In some ways [the Boeing
strike] might be a godsend for them in that it gives them extra time [to launch V Australia]."
Virgin Blue's chief executive, Brett Godfrey, last month said V Australia did not expect to
receive its air operator's certificate until early December - just days before it was due to begin
services.
Page 1 Passengers get new flights after Virgin delays - News - Travel - smh.com.au of 2
http://www.smh.com.au/news/news/passengers-get-new-flights/2008/10/02/122265126... 3/10/2008
Australia's second-largest airline is already grappling with the high price of jet fuel and an
economic slowdown. Last month its announced a 55 per cent fall in full-year profits to $98
million.
V Australia sold out a promotional $999 return offering from Sydney to LA within hours of its
public launch in April but as of last week it had yet to fill the rest of the seats on its first flight.
The carrier had planned for V Australia to offer 10 flights a week on the US route, compared
with Qantas's 51 and United Airlines's 14.
http://www.smh.com.au/news/news/passengers-get-new-flights/2008/10/02/122265126... 3/10/2008
flight from gold coast to Sydney on December 24th JQ417, quiet an experience especially on the day it all happened, was stuck on the plane for over an hour and had to reschedule appointments that evening, I'm sure I speak for others that was on that flight and we deserve some sort of voucher and discount for our next trip.
Thank you
Donna King
I flew JetStar a few times during my vacation in Australia, every flight of JetStar was either delayed or canceled, not a single flight was on time. Additionally, they weigh your personal items and carry-ons right before boarding ... this is ridiculous!
hello,
my name is regis bonnerot my flight booking is GK87UJ, from auckland to sydney, it was delayed for the day after 27/02, i need the refund for food and accomodation and transport ticket as i was at the airport the 06/02 when i learned the cancellation, please give me an email to send my facture, thanks,
rbonnerot@yahoo.com
Drw to dps cancelled 6hrs before departure. Txt msg at 1am to tell me its cancelled. Great I thought the 4pm flight to BKK was plenty of time for a bit of a delay. Now Jetstar offering 4pm flight out! What a f#(ing joke.
JQ83
Hey i get a call from one off consultancy i want to kow you have nay vacancy for mumbai location like cabin crew ticket staffing air hostess like that...
on chat, you hung up on me. you had my email address and didnt even bothered to contact me. i have the chat copy.Agent Alyssa Fatima M.
So i want an Australian agent yo call me before my flight on Thursday.
You lost my bag!
JB2UTB
call [protected] urgent
ori time ：0850
estimated time：1045
flight delayed about 2 hours
Worst airline in Australia. 2 hour delay. No compensation. No catering so the $45 in vouchers between us on our flight is not redeemable. Basically stealing my time and money. Disgraceful behaviour. Rude staff who had zero empathy or compassion. Incompetent people running a second rate business. Do yourself a favour. Fly with literally anyone else
Hello everybody
I want to share the email i sent first of november when i flew with this company from thailand to sydney. This was our 9 week holiday in sydney and because a problem of the flight we lost 2 days between singapore and darwin. Coming from spain this was a really really bad situation and we had a very bad experience. I really appreciate if u read the email i sent to the company. I'm still waiting for an answer 4 months after. They only sent me an email telling me that they sent to my home (In spain) a letter with the answer. I've never got this letter and now i'm not patient anymore. I really want that everybody knows the truth about jetstar.
Here we go
Names of the passengers
Albert r. , passport aaa02... (Spanish)
Alexey p. , paasport 514... (Russian)
The reason i’m writing you is to make a big complaint about the way we have been treated and all the problems this situation made to us.
I have to say that this holidays that we supose to have in sydney become a nightmare “thanks” to jet star.
First of all english is not my mother language because i’m spanish so i hope u will undernstand all this email.
We choose to fly with jet star because i flew with this company before and never had any problem. We went to thailand for 3 weeks and we booked the flight from puhket with jet star because was the fastest way and cheap way to come here. So we decided to spent 9 days in town to see my friends. We did all this planning almost 2 months ago being in barcelona (Spain).
At that time our friends planned some tours with us (Plans that were cancelled since the moment that this nightmare started lansing in singapore).
As well, because i heard that the melbourne race cup was happening the same day of our arrival (We supose to arrive 10am in the morning) i was planning to cover the new and take some pictures in many pubs and places in town to show to spain (Through the magazine i work as a freelance). My boss was excited with this idea because being spanish for us australia is a very very far land so the idea to make this editorial to talk about this event was very exciting for my company and for me as well.
Our flight jet star jq28 was delayed 1 hour in phuket. After almost 2 or 3h flying we landed in singapore where more or less we were locked in the plain for “some problems”. After all this time trying to sleep with a horrible pop rock music playing on the speakers of the plane very very loud we got the new that we had to jump off from the plane and stay in singapore “until new notice”.In total i think we spent into the plane waiting for news until 3 or 4am. I can’ remember because i took a sleeping pill and the whole thing become a big nightmare.
We have been moved to one of the big cold waiting rooms in singapore and 2 ladys they start to reasign the flights of the people that were going to melbourne and other cities in australia via sydney. To arrange all of this they’ve spent probably 2h when the rest of the passengers we were waiting to go to a hotel or to be reasigned to another flight.
After almost 7h (Without food, any hot drink, beds and any kind of help) our turn arrived and we were assigned to a new flight to darwin for the same day (It was 9am when they gave us the “good” news) and then they said we should go to immigration to get the stamp, check in sheraton hotel and wait there until the afternoon.
Try to put yourself in our place, feeling sleepy, cold, hungry, tirad and then after more or less 9h waiting we were told that we had to stay few hours in singapore in a fancy hotel and then fly to darwin, when our final destination was sydney.
Everything seemed to be easy but actually it become worst. We went to immigration and they blocked my friend alexey because he didn’t had any visa to get into the country because he is russian and noone from jet star pay attention to this very important date. So i cancelled my entrance to the country and we went back to the waiting room where a lot of people were still waiting to get their reschedule flights and hotels.
They told us to wait, again, wait wait wait, and after 1h one guy left us at the ambassador transit hotel in the same terminal. We check in there and we tried to get some food (As we were said we got the food free 15$).
The food was crap, of course we couldn’t go to the sheraton to spend our time in a nice fancy room and with a nice meal. We had to stayed in this hotel which was having some renovating areas and in our room we had all kind of noises of machines working and some men working. So, we couldn’t sleep in total more than 3h.
Was a nightmare. After 9h waiting awake without food, any place to sleep and waiting for news we end up in this horrible hotel with a lot of noise.
We asked in the reception of this ambassador hotel if they could find our luggage because we wanted to change our clothes and they said that our luggage was safe somewhere in the aiport and they recomend us to levae it in that way.
At 4:30pm we show up at the terminal in the area c to get our boarding pases to darwin, still not knowing yet if we will arrive at some point to sydney (Our final destination). We asked there for any voucher for food and they said that we don’t get any food, it was not their fault. It was not our fault either to be stucked in singapore airport when we should be doing sightseeing in sydney.
So after fighting for almost 1h for our rights we went back to the food court and we got this wontoon noodle soup which was ok but believe me, we were expecting something better. Not this cheap asian food in this horrible food court.
Anyway, with our stomachs with some food we went back to get our boarding pases and they put us in a new issue, the had their doubts about the australian visa that my friend had in his passport. So we had another kind of fight to prove that the visa was fine and made it in spain 2 months in advance, which cost to alexei 75€ (For the 9 days that we supose to spend here).
So when the lady realized that the visa was ok then she gave us our boarding cards. We asked again about our luggage and this lady said that our luggage was in the plane to darwin so we thought that we could change our clothes after this flight
The flight to darwin was another annoying moment, the plane was very tinny and we didn’t had enough place to put our legs and take a nap and also the seats were not reclined seats. So we spent 4h without sleep and without food or drinks because we had to pay for it.
Anyway, i didn’t mention until now that i was taking some medication because i had flu days befote so i asked to one of the air hostes for a bottle of water and we show the paper with the whole “free voucher for food and phone cards” and she didn’t gave me any bottle of water. So i was very angry. I had to swallow the pills without water (We had our water befote entering in the plane but u must know that all the liquids are to be left going into the plane). My other medicine (Liquid bottle for the cough was in the backpack)
We arrived safe to darwin and we went into the terminal finding out that our luggage wasn’t there. So we had an another exciting surprise to add to add to all the things that already happened.
We cross the immigration, we got our stamps and we made our statement with jet star about our lost luggage.
We had to make an another lane to get the details for the hotel that we supose to spend few hours and then to know in which flight jet star put us. We had to wait for everything. I think it was around 4am when we went to bed that night.
Before 10am we had to be awake to get our “free 15$” breakfast and u can imagine how hungry we were. So we went to the room and we had a new surprise. The breakfast cost 16.50$ and we didn’t had any coin or note because the night befote the exchange currency was close. So we had to ask to the people having breakfast if they could borrow us 3$. A little bit to much of embarrasing.
Anyway, tired because we didn’t had any good rest in the last 2 days we went back to the aiport and we took the qantas flight from darwin to sydney, which arrived 30min later but it was ok for us, at least we arrived to the city. The last surprise was that only one of the bags arrived with the plane so we’ve spent another hour more or less asking and trying to find the other one. Actually was in the jet star booth in terminal 2.
Our friends were threre waiting for us and we finally could start our holidays here.
We have lost 2 days of our holidays here and we want to have back the money that cost us this flight. For us was not worth it to come here, spend the money and spent our time from airport to airport waiting for news. Also become a problem for our friends that arranged many things here in the city, as well, i lost the change to make the pictures i suponed to do of the melbourne race cup the same day of our arrival. We hadn’t been treated correctly in singapur and i can undernstand the the plane had a breakdown but ur obligation was to put us in another direct flight to sydney with ur company or another company. I wouldn’t be wrinting now this email (That took me almost 2 days to finish it) if we get here at least 4 or 5h in delay. But we are talking about 2 days delay. And at the moment we can’t turn back time and we already lost 2 days of our trip here.
On the letter that we got in singapur ur company said that we got money for calls (We didn’t get any cent to make any call) , money for food and as well 100$ for the next flight that we could buy on the company.
For us this voucher don’t work, we live in spain and we don’t come here so often to use it and anyway, 100$ is nothing if u compare the cost we had to come to sydney from spain. Jet star is not a company we have in spain so hope u undernstand that we are not locals from australia.
I attach my phone number in sydney until the 11th of november [protected]
I also attach my friends number’s that they were planning our trips here so maybe u can speak with them as well.
Brigitte t. 006140...
Geoff w. 0412...
We are flying again to bangkok the same 11th via melbourne. I hope this situation will not happen again because we have on the 13th a flight from bangkok to barcelona…so we can’t be through this nightmare again.
Hope to hear from u very soon and hope u will take ur time to read this email and to gave us back our money and i wish u could give us back as well our time but this thing is impossible.
Looking forward for ur soonest reply
Albert rigat albert. Rigat@gmail.com
My flight from queenstown to christchurch was due to weather conditions i was then stuck on a bus for seven hours to christchurch and was told nothing could be done for me i missed my international flight to Sydney so left with no where to stay and staff shaking there head there is nothing we can do for you so i hope jetstar are going to pick up the my hotel bill at sudima hotel.
obtaining money thru deception (allegedly)
I was trying to book a return flight from Cairns to Brisbane with Jetstar thru Best Flights web site and as i got to the last stage of confirmation, after entering my credit card details, i got an error message saying that it had failed and i had to search again. I tried again and got the same message. I rang Best Flights' 24 hour online booking people to make sure that the booking had not gone through twice and that i had not been charged for the flights. I was assured there was no booking for me and should keep trying. I tried again twice and gave up in the end and would try again in the morning.
When i checked my emails in the morning i found an itinary for one flight only to Brisbane (but no return). I was concerned why I had an itinary as i had never got to the completion stage online. I rang the online people again and they said that i had to contact Jetstar to discuss this. When i rang Jetstar they confirmed that the booking had been made 4 times and i had been charged for the 4 flights (one way only) - which i now have to wait 6 weeks for a refund. This is not good at all. I am being penalised for something that was not my fault, and after been told by Best Flights that the bookings had not gone through I cannot believe that this has happened. I still have no return journey either so have to spend even more money booking another flight.
Having phoned Visa to see if I can get my money back it turns out that it will take at least 6 weeks for the process to be done...mmmmm...does that sound familiar...Oh yes...the same time for the refund from Jetstar! Smells a bit dont it?
Oh, and think about it, if this happens to everyone on line, how much money do they get in their account for 6 weeks? Just be careful.
I booked with e dreams which is also jet [censored]en star OK to find out jet star got the money and e dreams added $80.00 more bucks to my booking now jet [censored]en star read this and listen up ( i am going to advise people who ever, hopefully i just hope they maybe potential customers of jet star i will advise them strongly never to fly jet star and that way my revenge is going to cost you money jet star and not a thing you can do about it jet star.)
Beware of Jetstar carry on limit of 7kg. Caught me off guard and as a result paid 60$sgd in excess bagge fee. As such, they have lost me as a customer for life. Their hidden costs makes them a less viable alternative to regular airlines.
I booked a flight from sydney today to attend a conference. The flight was delayed 2 hours, I can't tell you how distressed and disappointed I am. I am an hour and a half late for the $2500 conference. To say angry is an understatement.
I await your reply.
Regards
Samantha Gordon
Booked a flight on Saturday.
1st rep told me to wait within 24hrs
2nd rep told me it should be 48hrs
3rd rep told me to wait for another 24-48hrs because they will confirm it to finance dept.
What the heck!? Already called the payment institution and the payment went through, why do i need to wait for 96 hrs for you to confirm my payment!?
Rude staff they won't find best possible way when you on trouble but they they will charge you a lot iinstead depending on aurgency. Sick of jetstar
I couldn't travel due to ilness& was slugged costly fares to reschedule my flight. I was informed I could at forcompassionate transfer but found everything barr compassion.Hours were wasted by a slow, tedious & mechanical response in the negative.reallly appalling process designed to frustrate customers further
i flew Business class from Sydney to Dempasar and have to wait 1 hour and half to get my luggage !
This is not the first time and i already report this problem twice !
Booking ref. Gb8epy emily sharp bali to sydeny i need a refund my daughter needed food but did not even get a glass of water
Booking ref. gb8epy paid for food on board with the price she paid did not received anythink.
Booking ref. Gb8epy emily sharp bali to sydeny i need a refund my daughter needed food but did not even get a glass of water
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Jetstar Airways addressLevel 4, 222 Bourke Street, Melbourne, Victoria, 3000, Australia
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Because my daughter had overlooked prepaying for baggage when she booked our flights from Sydney to Auckland and the back to Sydney, Jetstar charged me $1, 105 for 3 bags on our return trip from Auckland to Sydney. Neither Jetstar nor Qantas will give me any relief. I feel I was taken advantage of and that the charges were outrageous and unrelated to what the cost to Jetstar was to transport our bags. I will never fly Jetstar or Qantas again.
Arrived 35 mins prior to departure for 2 pm flight today told girl that I am late what do I do. She directed me to the desk were you check bags there were 4 others for the Perth flight in front of me. Eventually got served to tell me the flight was closed. He directed me to the service desk who also cld not help me. The guy at the baggage desk already knew I was also wanting to get on the flight. The service was appauling and I am now sitting in the Qantas lounge waiting for a flight at 8.45. Thank god for the Qantas lounge. It the first time I have booked with jetstar never again. Sally
Perth's Jetstar Nazi - Rosanne
Have you ever seen the episode of Seinfeld called the Soup Nazi.
Well in Perth they have their very own version of a Nazi by the name of Rosanne.
Rosanne is all of 20 years old and does not do any actual work, she just
graces the ticket counter at Jetstar Perth airport.
Rosanne sits at the computer and dispenses the tickets. What Rosanne does not do is to get down off her seat to straighten bags, or put stickers on bags or tags on bags or any of those other lowly occupations that other ticket clerks in other airlines do.
Oh no, Rosanne the Perth Jetstar Nazi
commands and the passengers must obey her instantly with suitable reverence, obsequeousness & adulation or she will and has done on many occassions screw up passenger's tickets and refuses to allow them on the flight.
Rosanne treats all people i.e collegues and passengers alike, as if they are hers to command.
Even other female supervisors seem to be thoughly dominated and controlled by Rosanne.
Fellow Jetstar Passengers if you ever have the misfortune to cross paths with Rosanne the Perth Jetstar Nazi & she treats you in her usual boorish, rude, bullying manner please do not hesitate to write to Jetstar. Bully's like Rosanne should never be tolerated.
We booked tickets from Melbourne to Sydney return,
They were cheap promotional tickets in result my cousin had to pay $80.00 to check in her baggage on top of her flight tickets then being 1kg over coming home she got offered another $30 for 1kg.
Their service was rude and arrogant.
Coming home we experience their service to be the same where a flight attendant was collecting baggage that was stored 10 seats back because there wasn't enough room for everyone to put their own baggage on top of their own overhead storage. Mine was one of them so I asked if she could collect mine too her response was "No I have to concentrate on people in row 1"!
I'm pretty sure I payed the same as them if not more because of our extra baggage! Never flying Jet Star again!
WARNING: NEVER FLY JET-STAR!. Sure its cheap but the constant problems by far outweigh the accomplishment of snagging a cheap flight. I made a reservation 2 weeks ago and have had my Itinerary changed on me 2 times since then. The first was a time change of about 2 hours. The second was a date change. I was due to fly out of Auckland on the 9th of March to Sydney where I would connect to my Sydney-Japan flight later that day. Jet Star changed my flight to the 10th (The following day) meaning I couldnt make the connection in time. When I finally got through to a Jet Star representative in Melbourne and explained my situation I was not offered a reason and barely got an apology from her. In fact it was her that had the attitude of Jet Star were doing me a favor, "Listen do you want me to change your flight or not". You just cant change a date of a flight and send an email notifying the customer of that. A time change although troublesome may be worked around but a COMPLETE DAY CHANGE. YOU MUST BE JOKING. PS: According to my rude and welcome to Australia representative "IT HAPPENS ALL THE TIME"... DONT FLY JET STAR.!
Friday 5th sept we had a flight booked travelling from Brisbane to Darwin as a fathers day surprpise. The flight was delayed 2 1/2 hrs before being cancelled. Given no info why etc the entire plane load of people were given no information on the options available or any form of compensation, accmodation or options to get us home at 1am in the morning NOTHING. Just given attitude by the 2 staff members they had on serving the plane load of peole, they just gave details on the next flight available. We were told the next available flight was the next day at 12.10pm. What a joke. We also had spent a lot of money to and from the airport and while there as well. JETSTAR :0( has a pothetic attitude to customer service. Attitude from the airport staff at the Jetstar terminal was unbeleivably rude. As if it was the customers fault. We were told a refund would be provided but who pays the credit card charges etc. I reccomend no one fly with Jetstar as you will only be treated poorly. I know I will never fly Jetstar and will highly recomend to freinds etc that Virgin blue is the better option.
lost luggage in Vietnam missing 5 days when it was found they would not send it to my hotel. I had to go to Nha Trang airport which is 45 mins each way in a taxi I had to pay for taxi . Jet Star staff in Vietnam are very rude and most unhelpful.
Also same as above. Looking at the dates, the last comment was 2009. It is now 2011 and nothing has changed. $160 to book luggage after already securing my flight. Here is how it went down. I went online to a book a flight on Friday and the system would not confirm my booking so I called customer service. Booking the flight was no issue except a problem when it came to an additional credit card charge of $36, apparently mandatory even though if I had booked through the website I could have selected EFT which incurs no fee. After some discussion here I was able to have the fee waived. I specifically asked if I could allocate seats, select meals and opt to check luggage after this date (remembering some of the costs from the website, particularly the $20 checking luggage fee one way). Finalised the booking Friday but have called back Monday to allocate seats and also secure some checked luggage for the return trip SYD - KIX. Upon calling, I was told that now the option to check luggage was not $20 one way, it was $40 one sector - meaning SYD > OOL >KIX was actually $80, and thus $160 return. I asked how it was possible for one of their staff to provide me with misinformation on the Friday and in one business day to now be looking at a quadrupling of the cost?! No satisfactory response and refusal to move on this means I won't book luggage. In response, I am planning to take a laptop bag, in addition to my hand luggage (allowable by Jetstar rules) and fill this with more luggage as the flight attendants won't check the weight! Enjoy flying with Jetstar!
Not sure what their policy is, but most airline (including mine) will give you a few options when they change times/dates:
You can book for a day earlier or later, or you can insist on a full refund... That's about it. Good luck!
Actually, just flew from Gold Coast to Christchurch and to check a bag on a lite saver ticket it was $160 per person! This is absolutely ridiculous. When booking there was no mention of the dollar cost to upgrade at the airport AND there was PLENTY of overhead space on our flight. I will never fly Jetstar again, just on principal. And the service agents were so rude and unapologetic - our checked bag cost almost as much as our tickets!