Jetstar Airways
Reviews and Complaints

Hey I wish to put in a complaint in regards to the way your staff treated us In Melbourne's Avalon airport on the 27/04/2021.

We arrived at the at 5pm for our 7:15 pm flight. The customer service desk was unmanned so not being frequent fliers we proceeded to security. We said to the guard that we didn't know what to do could he help us as we didn't have tickets only on our phone. He said that fine proceed through. We what until called to be told we cannot catch our flight and need to go book in. Back to the service desk told we have to catch a latter flight and cost another $150 which we had no choice but to pay. Bonnie was very rude insisting she was there when we walked through. But her companion proceeded to say they got there at 5:15pm. When we approached security for the second time the man was very rude saying he did not tell us that and that I was blaming him because he had brown skin. I said absolutely not as I am not raciest. He said it must've been someone else with brown skin however he admitted to being there since 1pm.

I understand that the security guard that gave us the wrong information is not a Jetstar staff member but due to the way we were treat by both him and Bonnie at your service desk I believe a full refund of our return ticket is in order. It has added extra stress time and expense to our day.

Bonnie has not only belittled stressed and confused flyers proceeding to frame us as "liars" and continue to do so for ten minutes or more, she was extremely rude when announcing to the airport as loud as possible that we needed to pay an extra plane fair and we agreed as we needed to get home she proceeded to belittle us as loudly as she could, the security officers could hear her and a woman security officer proceeded to calm us and apologise to us on behalf of Bonnie.
Being in a customer service role she should not have been speaking this loud and abrupt to stressed customers attempting to find their way home.

Regards
Tracy Woodbury
[protected]

Sent from my iPhone

Had 2 flights booked with Jetstar in 2020. Flight to Bali in May did not proceed due to Covid-19 and Government restrictions and flight to Broadbeach Queensland in Sept did not proceed due to Covid -19 and State border closures.
Received refund for domestic flight to Broadbeach but only offered a voucher for international flight to Bali.
How can the one company have different terms and conditions for domestic and international flights?
I do not want a voucher for Bali as who knows when we can fly there again.
Also a voucher forces me to fly before the "end date" *already expired but I believe has been extended.
Trying to email Jetstar is useless as I get a reply thet states "we did not receive your email!" (how do they manage to do this is beyond me")
Chat line is useless and my mail to Melbourne Office was returned as "Not at this address"
I am 76 yrs old with health issues and do not know when I can think about flying for a holiday ever again.

I have just been on the phone with Jetstar for the 4th time regarding a return flight from Adelaide to Sydney and back in late February 2021. The 2 shows we were going to attend have unfortunately had to cancel the shows due to Covid restrictions.
Every time I have called they tell me that because the flights are still going they will NOT issue me with a voucher so can go to the rescheduled event. They tell me to wait a few weeks and then call again as the options may have changed.
Today I was told that Vouchers probably will not be offered but I could change my flights for $55.00 each way! I explained that I had already paid that to change 2 flights to the ones I have now.
Basically if I can't afford to pay another 2 flight changes or they won't give me a voucher they told me I would lose all the money I have paid!
I don't understand why they won't just give me the voucher as I will still be flying with them when the event is rescheduled to next year!
NOT HAPPY JAN!

Dear Sir/Madam

My issue is in relation to Jetstar offering credit vouchers instead of refunds. I booked 2 sets of flights for my family to travel earlier this year and due to Covid-19, received an email from Jetstar that I should request a credit voucher by a certain date (prior to flights departure). The booking references for the flights are:

[removed] - Brisbane to Bali return (flight cost was $2490.12)
[removed] - Brisbane to Mackay return (flight cost was $959.50)

The wording of the email led me to believe this was my only option or I would lose my money altogether. There was no mention of anyway to obtain a refund and on the website, there was no option to request a refund on the page I was taken to. The flights did end up actually being cancelled and I have never received the service I paid for. I did go online and get the travel voucher option as I believed at the time this was my only option other than lose my money altogether. It was very obvious that no flights would be operating due to the Covid-19 restrictions in place. The email received from Jetstar actively encouraged me to take up the credit voucher option and was extremely misleading in that essentially this would be my only option. By providing a deadline for the action to be taken, again, I assumed if I did nothing by that date then I would lose my ability to get a voucher later and I would get no refund at all.

Jetstar effectively have $3500 of our money for services never received. Both my husband and I have lost our jobs due to Covid-19. We are facing financial hardship and need the money to help put food on the table for our children.

When I contacted Jetstar to request a refund, they replied that because we had 'chosen' the voucher they cannot change this option to a refund. The issue I have is that we were never provided with any other option - the whole thing was extremely misleading as a consumer. I have since seen that QANTAS was doing the same thing between March and May (the time period we received the emails) and were found to be misleading and have been refunding customers who received credit vouchers during this time period. Given QANTAS is the parent company of Jetstar and they were operating under the same procedures, I'm not sure why Jetstar customers have not been offered the same?

I believed from the email if we didn't take the credit voucher there was no other option.

I also am not satisfied in the complaint procedure with Jestar - I couldn't converse with a supervisor (I chatted online and also called - in both circumstances, they couldn't put me on to a supervisor. In the telephone call they transferred me to no-one and then the phone just dropped out), they couldn't provide me with an email to send a written complaint etc. To me, this simply isn't good enough as a consumer. I specifically asked for a customer care case to be raised to raise a complaint about how I was being treated and they stated they could not do this over the phone and it would have to be done online via the 'Contact us > Complaints' page - however, there was no option on that page for me to contact anyone.

Overall, a really poor experience with Jetstar - misleading communication and I am baffled at how I can even raise a complaint with them. I believe that as they did not provide the service I had paid for, that I am entitled to a full refund. They misled me as a consumer into thinking that a credit voucher was my only option.

Here's what happened:

I booked a flight with Qantas on 28 Feb 2020 that will fly from Bangkok to Melbourne, transferring through Singapore on 16 March 2020.

I called Qantas twice (for both Chinese and English service) on 1 March 2020 to confirm that I can transit in Singapore. The staff told me that I should confirm with Changi Airport. So I did my research, wrote an enquiry email to the airport and here was the confirmed answer:
I can transit in Singapore if my passport is not issued by Hubei Province, I have not travelled to mainland China in the past 14 days, and my flight ticket is interlining.

Then I called Qantas again to check my flight ticket and they confirmed that it was interlining. They did not warm me of anything that could possibly defer me from taking that flight.

I came to the BKK airport today at 12:20 after staying the last 15 days in Bangkok and they just refused me to board the plane. They told me that's because i hold a Chinese passport.

First, according to Singapore Changi Airport latest policy, I am still qualified to transit. I have no idea on what basis did Qantas make that decision. I asked for explanation, and the staff told me they did not know. They only knew the decision as it is.

Second, I did not receive any message or notice in any form from Qantas during this time telling me that I can't board the plane today. It was until I came to the check in counter was I informed of this. I would have been in a much better off position if they have informed me even yesterday. Now I had to book another flight with huge price difference from the original one, waiting in the airport for another ten hours til midnight.

I ask for compensation for the price differences I paid to change the flight, which is around $1200AUD.

We decided to cancel our travels from Perth to the east coast due to the risks associated with covid-19 and based upon information developing day by day.

The Jetstar person we spoke to who was based in the Philippines said we had to choose a date in January 2021 to replace the flights we are trying to cancel or if we never we would not receive any refund. We do not want to travel or be forced to travel at later dates while this virus is still the unknown! We are not prepared to risk our health and did not want to make an advanced booking while there is so much uncertainty about the corona virus. We wanted a total refund for both flights but were not provided with that offer.

Our booking reference numbers were - JBJNYB paid on 12 October 2019 and JG3ITG paid on 13 October 2019 made for William and Joanne Hill using my credit card. These bookings were made well before January 23 which was when Corona virus became a known global pandemic.

We would appreciate any assistance you may be able to provide us with and look forward to hearing from you. My email is [protected]@hotmail.com, phone [protected].

Kind regards
William Hill

On 5 March 2020, I was travelling on a return business trip from Gold Coast (Coolangatta) to Sydney. I had pre-purchased checked-in baggage for my return trip.
After check-in at Coolangatta airport, I decided to carry on board my hand luggage which weighed 7 kg and I had a laptop bag which weighed about 2 kg. I did this to avoid having to wait for my bag at the carousel which usually takes a long time. However, at the boarding gate, the ground staff told me that they had to charge me for the excess 2 kg otherwise I will not be allowed to board the plane.
Can you please explain to me why I was charged $65 for a mere 2kg even though I had pre purchased check in baggage which I had not used? I guess the difference is that the baggage is in the cabin as opposed to in the plane's luggage compartments. Can you please look into the possibility of giving me a refund of the $65 that was paid? I would really love to fly Jetstar again. If you wish to contact me for further discussion, you can reach me on my email [protected]@yahoo.com. Thanks.

Jetstar was totally unaccommodating when I was stuck in Milford New Zealand with the recent Civil Defence Emergency declared. Extremely heavy rain, 1070mm in 72 hours, a once in 60 years event, had caused roads to be washed away and people had to be helicoptered out of the region, but only 3 days later due to the bad weather.

We were told the airlines would accommodate changes to flights for those stuck. Jetstar didn't budge and weren't interested in letting me change my ticket, not make some concession after the fact when I could eventually get out, even though no-one in Milford were able to make their flights at the time due to road damage with the recent heavy rainfall. I couldn't get out to make my flight in time.

There is no cellular coverage in Milford and absolutely no internet. The only other communication available was using a very expensive payphone and the prepaid cards required were limited. All I managed to do was make a 2 minute call to my wife asking her to call Jetstar. There was also no way for me to phone Jetstar because they don't provide a contact number on their website nor on any of the flight documentation. So, I couldn't call Jetstar to change my flight before the flight boarding time. My wife tried to change it on my request, but Jetstar refused to let her do so. The only way she could reach Jetstar was on the chat system, and they told her she "could not change the flight because she was not allowed to, and I have to do it myself", and if I don't arrive or change it, it would be marked as a "No Show". *What part of "I cannot contact Jetstar" do Jetstar not understand? When I eventually got to coverage, two days after the flight, I contacted Jetstar and was told that my wife "contacted us on the 3rd requesting to *cancel* the flight (not true), but he was already advised that ticket is non refundable if we cancel, and was also offered on changing the flight as an option (not true, conflicting with what they'd told my wife at the time) instead of being as tagged as No Show." (they had my sons name as well, which is rubbish). She definitely asked to be able to change the flight and was told she could NOT. She DID NOT ask the flight to be marked as NO SHOW.
I was told have to request my travel insurance and make a claim.

This was declared a Civil Defence Emergency and was told the airlines would accomodate changes. Jetstar did not even budge. IN CONTRAST, my Air New Zealand simply changed the flights for my travel companions who were in the same situation, even those without flexible tickets. *After the flight dates*, Air New Zealand simply changed their tickets at no cost.

Due to the lack of consideration from Jetstar, and other similar stories from friends on other occasions, I will not use Jetstar again if I can help it.

I would like to request a refund for the excess luggage charge -$65, I received on 23/12/2019 - Flight no: JQ442. I had my hand luggage weighed and was told it was over and pointed in the direction of a staff member to pay for excess. When I asked how much over I was ignored. I weighed my bag prior to leaving my house and it was 7kgs exactly. The staff member had previously weighed the person in front of me and was told even though they were 2kgs over that they didn't have to pay any excess. I have a receipt for the payment but no record of the weight. The Jetstar staff member was rude and dismissive and rushing everyone.

Travelling to Bali 23/12/2019 due to depart at 7:25am
After attempting the self service and no assistance from the staff standing there, we asked for help. Can you please help us?
We dont travel everyday, so not used to the new machines.
After getting the eye roll from a staff member and the sigh ! and speaking at me, she advised that i had the passport around the wrong way, hands on hips, she then said you have done it wrong!
I explained i dont fly everyday, and hadnt used these machines.
Again the sigh and eye roll, the machine says no, something is wrong with your passport you need to call the British Consulate as the passports arent valid.
Being very distressed i sat down in tears.
As it was 5:30am i wasnt aware the Consulate office was open.
At this stage i thought we arent going anywhere.
My husband then approached another staff member 20 minutes later, where the staff member said she would assist.
within seconds, she found the problem linked up the passports to the new records and advised all was ok.
As she proceeded to check us in
She advised, the sytem doesnt like you because you have booked a one way ticket ! I said we had not and did have return flights.
Oh, she said "' you booked webjet"'
I could not have imagined that being a problem.
The staff member eventually completed that.
We then asked where are we sitting on the plane, she told us, we then asked as its not a full flight can we get a vacant middle seat in between us? you need to go to another counter for that
Move to another counter to change the seats to where i had already booked them online. and charging us another $60 for the priveledge
WE found out on the plane that the original two seats were vacant on the plane anyway, charged the $60 for nothing.
Finally handing us the boarding passes, we headed to the gate to wait for our flight.
On boarding we then find out we had been provided two incorrect boarding passes in one name not the two of us.
We then had to go back to the desk to obtain new boarding passes.
""oh my bad"", said the staff member, no charge for a new boarding pass.
After a delayed take off due to engineering problems, happy we got a safe plane after two hours wait.
On the return flight our plane was delayed almost 3 hours, this was explained due to the smoke in the air in Melbourne, but no ther flight was leaving late of arrived late, while we were waiting 4 hours to depart.

We would like a reply for this unsatisfactory experience

On my arrival from Brisbane to Cairns yesterday I inadvertently took another passengers suitcase believing it to be mine. On discovering my mistake I phoned Jetstar staff at Cairns airport who told me to bring the suitcase back and collect mine.
Believing I just had to hand the other persons suitcase in and leave it with Jetstar staff, I parked at the car drop off point leavingmy daughter in the car. When I approached the staff I was given my suitcase and told I had to wait for the other passenger who was coming back to collect it. I told them I had to move my car by which a woman employee of JetStar named Kylie shouted you stand and wait here.
Meanwhile my daughter had to go to the bathroom and my car was left unattended whereby I received an infingement fine.
Two security guards could vouch for my distress and the rudeness of staff and advised me to make a formal complaint of which I wish to do.
I want JetStar responsible for my infringement ticket, and the Jetstar employess held accountable.
I fear onlookers where more than shocked at their attitude as members of the public approached me in dismay.

On the 16/1/2020 flight number jq478 Melbourne to Newcastle I ordered a ham and cheese toasties after eating half of it I discovered it had a fly baked into the crust of it. So, I contacted a flight attendant and let her know of the issue, at the time the attendant did not believe me, so she took it away and examined it. The attendant then returned and confirmed that it was a fly. I was then offered another toasties which I declined as I was feeling rather nauseous. I was not offered a refund or any other compensation at the time. The attendant said that they will lodge a complaint to the catering company. Later, the attendant approached me and said so we are all good then are we. I feel this is to be very unprofessional and did not aid in my help in any way.

kind regards
Neil Baker

I recieved a urgent call from family while abroad (Bali -Lovina) (3 hours from airport and 4 hours from Perth) that my mother was not doing well. I needed to get home. I could not get a flight until 1 and 1/2 days later with also a request of proof if we wanted compensation. I had to leave my daughter and husband behind (another 6 days) and paid $1300 to change my flight. By the time I got home my mom had passed and I could not see her. My sister too had to change/extend her flight from Perth back to England (Singapore Airlines- No questions /no extra cost). My original seat (Booking GNBSNH ;Flight JQ107 seat 24C) was resold but we are not eligable fo a refund. I would partly understand no refund if my seat could not be resold BUT it was and I had to fly home alone knowing that my mom had passed and my husband and daughter had to sit with someone that was NOT ME!

Message I recieved from my sister (PERSONAL)-
Jan 1, 2020, 5:14 AM
Sorry to say Mom has passed just before t a. M. Hun. I am ever so sorry to tell you.

Chezel sorry to tell you that Mom passed away while I was asleep. I am ever so sorry. She had difficulty breathing during the night. Love you gorgeous girl xxx

Jan 1, 2020, 8:03 AM
Popper doesn't want any phone calls from anyone hun. Not even us he's in a very bad way. He's asked for complete privacy hun. He is grieving his way hun. Please don't ring Popper. I didn't talk to him when he came in to see Mom. I will see you at the airport tomorrow and come back to your house hun. I think Shelly won't be taking either hun xxx

Jan 1, 2020, 8:06 PM
Cheryl, Popper has told Shelly to tell you to not text Popper at all. Shelly doesn't want you to get in contact with her either. I am ever so sorry to tell you that but you need to know. I will be at the airport to collect you tomorrow hun. Please don't text Popper. Love you xxx

I can't talkas l am at Shelly's house but I can text you

What is going on Ahana?

Popper doesn't want to receive texts from you. Shelly has just said that she doesn't want any contact with you. Iwas just told this. Thought you ought to know. Mom's body is being sorted so you can't visit the hospital hun. Xxx

Popper doesn't want any communication from anyone. Including text messages hun. I think he's taken it very badly.

I know but is it just me that popper doesnt want texting.

I have not tried to contact him at all. Respecting his wishes

No it's everybody hun.

Just don't contact him hun

At all. No going over, no calls no texts hun. He just wants to be left alone hun xxx

Ok my last text was 8.45 Monday night just letting him know i was flying home. As for after that there was NO WAY i would try to contact him until I got the clear from u guys.
I know Popper and he would not want any contact.

I was just scared that popper only wanted me not to contact him. See you tomorrow

Popper is in a very bad way. He's hurting from mom, the cancer. He just wants to be left alone. So just get hugs from me tomorrow and I will help you grieve hun. Love you xxx

Jan 2, 2020, 6:45 AM
Safe travels hun x

Jan 2, 2020, 12:43 PM

Got bags heading customs

Completed a form onboard outlining the issue and they were supposed to forward that to you but do not have any confirmation email to say you have received the complaint.

Staff at gate 55 (Yvonne and Stephanie) were rude to both my wife and I - firstly when our first bag was slightly overweight but then mine came in well under the 7kg limit so there should not have been an issue given both bags weighed in under the 14kg limit.

Then on boarding the aircraft the scanner would not work with our BP so we had to return to the counter to have a hard copy printed out. This clearly annoyed the staff who rudely asked for ID no please or thank you. When challenged my me to say please and thank you they just refused to say anything. Just handed the passes curtly to my wife. I took a video of the interaction but unfortunate was forced to delete it from my phone in return for a formal complaint filed on the plane prior to take off with the head cabin supervisor.

Still do not have confirmation of the email being sent although it is now almost three hours since the incident occurred.

Interestingly the passenger in front of us had the same issue with his BP not scanning but he was nor asked for ID and treated very differently. Now one would think either everyone is asked for ID or if not they the staff were just playing "silly buggers" with us. That seemed to be the conclusion I drew from the look on their faces. THEN THERE WAS THE THREAT TO CALL POLICE AFTER I REFUSED TO HAND OVER EVIDENCE OF A VIDEO WHICH PROVED THE AUTHENTICITY OF THE INCIDENT.

This I had to delete in return for a formal complaint which I lodged with the help of the senior cabin supervisor who was very helpful. Hence there is no video to attach to corroborate the incident.

This has spoilt to start of our holiday and left both my wife and I extremely annoyed and unless this is investigated and follow up properly I doubt if we will ever fly JetStar again. John Pryde. [protected]. or [protected]@gmail.com

On the 10th of December I had a flight from Gold Coast to Melbourne ( Australia). My flight should commence at 8.45 Am, came to the airport at 7am found out that they canceled the flight due to the system failure. The Customer service was so bad! They treated me as it was my fault without a replacement flight and rude, very UNPROFESSIONAL BEHAVIOR. Eventually, after no help from Jetstar, I had to book another flight with different airlines and paid an Extra $384 for one way ticket back home. Later contacted Jetstar and only receiving a refund for flight they canceled $186. Such an unprofessional, dodgy approach is just not acceptable. With huge disappointment and hundreds dollars out of pocket, especially before Christmas is no wonder that myself and many others avoid flying with JETSTAR. Will NEVER FLY WITH THEM AGAIN!

Date :26/11/19
Hobart Domestic Airport
Jet star Flight Itinerary for (Booking ref# JNVW3E) JQ718 26/11/2019

I have been a member of jet star for few years now, but haven't come across this disrespectful behavior, like that of the staff at Hobart airport. The ladies(staff) were very rude & they were intimidating me to not let me board the flight if i dint pay $65 for my hand purse, which weight 1 kg over the limit of 7-Kg as allowed.
I wasn`t allowed time to reshuffle my bag or handover the extra 1 kg to my partner who was just outside check-in gate (1 min distance away).
Through out the flight i was traumatized, as i felt very insulted and couldn`t get over the horrible behavior. I tried to complain on Jet star chat, but there answers were more of automated and then at last i asked for complain ref no.(see attached)
Having few grams above can always be adjusted, I could have thrown irrelevant stuff from bag or remove jacket to wear. but there behavior was so traumatizing that i couldn't react or think, as been scared to miss my flight.

I want REFUND & compensation for the horrible behavior of the JETSTAR staff in Hobart. I wasn`t even provided the proper invoice for which i am charged for. I asked them to give me, so they just handed me a slip with no details.

i have been travelling continuously since 5 years and never come across this .
But now, I would never recommend anyone to travel JET-STAR as they just try to RIPP off the customers.

I am writing to express my angry for how you treated my daughter and her girlfriend
Samantha Peprah & Deema Dermelkoni
they were at the airport Jetstar line to check in their baggage in plenty of time
7:50 am to catch flight JQ406 to the Gold Coast
Twice while in the line they both went up to speak to the customer service people to let them know they were concerned to miss their flight but were told both times to go back in the line because the line was big by the time they reached them they were told they could not board the flight

This is so wrong for this to happen then they had to purchase 2 tickets with Virgin
so they could leave today because your customer service people told them they will have to wait to board another flight tomorrow morning

How can this be the fault of my daughter and her friend as they were there in enough time to board there flight but because your lines are so long and the customer service team did not care to help them when the were telling them they were concerned to miss there flight
They then had spend another $300.00 each to buy new tickets with Virgin so they can leave this morning

I am requesting you refund both of them the cost of the flight to the Gold Coast

This type of treatment is very bad for business people need to be treated better than this as they are both University students they do not have a lot of money and they had to borrow the cost of there new fight with Virgin from me Samantha's mother

I also don't understand while they didn't offer them any stand buy flights as they were there ready to fly
Thank you
Eva Peprah
[protected]

I contacted Jetstar in behalf of one of my dying client with Cancer. I asked for some compassion from their side to see if we could obtain a refund from the airline for this dying person
I send them a copy of the medical certificate from Mrs Connor Oncologist and to my surprise that Jetstar staff don't accept our doctor certificate because he doesn't mention CANCER . I mention that an Oncologist treats cancer patients ?
The response was even more ridiculous, because as per the transcript below " This is not in our policies""

On her medical certificate says only she is unwell to travel due to illness. We need to know the medical reason and that needed to be stated on the certificate. As of now, we cannot process anything and it will be still subject for approval

King an Oncologist is a CANCER doctor Just in case you don't know. As you can see due to professional reason he cannot right that in his letter but did advised that Jetstar can call him by contacting his office

My apologies Tony. I perfectly understand that however we need to follow the policy as well for us to process the passenger's request. You can just forward to them instead.

sorry I don't understand what you are asking me

What I mean advise to the passenger what we exaclty needed to be stated on her medical certificate for them to process their request. Because that's what the policy says.

See copy f the full transcript below
Hello Tony,
Thank you for contacting us today. Please see below for the transcript of the chat between you and our team member on 13/11/2019.

Chat Started: Wednesday, November 13, 2019, 16:25:59 (+1100)
Chat Origin: Trade
Agent King Leonard R
( 38s ) King Leonard: *Please do not share your credit card information, security code or CVV in this chat window.*
Hi, my name is King Leonard. How can I help you today?
( 51s ) Tony Mota: Hi King
( 2m 27s ) King Leonard: Hi there.
( 2m 48s ) King Leonard: How may I help you on this booking DIBITW?
( 2m 57s ) King Leonard: And if can you please provide first your name and from what travel agency are you from?
( 3m 49s ) Tony Mota: I have a passenger on the PNR: DIBITW Mrs Violet Connor travelling from BNK on the 16 Dec and returning on the 27 Dec. I originally book the 2 ladies going to Sydney for a Cruise. I booked it in July soonest that Mrs Connor has been with Cancer and is no longer be able to travel or we may not even know how long she will still be with us.
( 4m 7s ) Tony Mota: I am from the Casino Travel Shoppe
( 4m 29s ) Tony Mota: I have a medical letter and also copy of the air ticket if you need.
( 4m 57s ) King Leonard: Can you please provide as well your name?
( 5m 35s ) Tony Mota: What we are trying to see is if Jetstar will have some compaction and may be refund this lady or part of this lady fare so that we can refund it to her family or to herself if she still alive
( 6m 34s ) Tony Mota: I thought that when I start the chat I entered the full information: Tony Mota - Casino Travel Shoppe - NSW and one of you loyal booking agency
( 7m 6s ) King Leonard: Thank you. Can you please verify as well the second passenger's full name?
( 7m 25s ) Tony Mota: Patricia Kent - She will travel
( 8m 30s ) King Leonard: Thank you so much.
( 8m 55s ) King Leonard: Just to make sure passenger has a cancer and will no longer be able to take the flight on this booking? Correct?
( 11m 16s ) Tony Mota: Mrs Connor, she is no longer be able to take the flight or enjoy the cruise with Princess. We have been able with Princess to change the name for a new person with Princess but Jetstar advised that is not possible, so we have booked the new lady into the same flights under a new PNR: ZK7Q4T - Mrs Elizabeth Griffin
( 12m 18s ) King Leonard: I see. Can you please send it to me the medical certificate?
Agent King Leonard requested a file transfer
File transfer succeeded.
( 13m 16s ) King Leonard: Thank you. Let me check it first. One moment please.
( 14m 4s ) Tony Mota: Thank you
( 15m 40s ) King Leonard: Thanks for waiting. On her medical certificate says only she is unwell to travel due to illness. We need to know the medical reason and that needed to be stated on the certificate. As of now, we cannot process anything and it will be still subject for approval.
( 17m 35s ) King Leonard: Are you still there? Let me know if you'd like to keep chatting.
( 17m 40s ) Tony Mota: King an Oncologist is a CANCER doctor Just in case you don't know. As you can see due to professional reason he cannot right that in his letter but did advised that Jetstar can call him by contacting his office f
( 19m 5s ) King Leonard: My apologies Tony. I perfectly understand that however we need to follow the policy as well for us to process the passenger's request. You can just forward to them instead.
( 19m 41s ) Tony Mota: sorry I don't understand what you are asking me
( 21m 9s ) King Leonard: What I mean advise to the passenger what we exactly needed to be stated on her medical certificate for them to process their request. Because that's what the policy says.
( 22m 1s ) Tony Mota: ok King, no worries I may be able to send you the death certificate in a few days and then Jetstar policies may accepted.
( 23m 10s ) Tony Mota: can we elevate this to a superior or can a supervisor call me: [protected] or email me on [protected]@casinotravel.com.au
( 23m 40s ) King Leonard: My apologies if I am unable to process your request but I am just only trying to help you out on this but still we need to stick with the policy.
( 24m 20s ) King Leonard: There's no way us to call you but I will still escalate this to my supervisor.
( 24m 38s ) Tony Mota: Thank you
( 25m 34s ) King Leonard: You're very much welcome. If there's nothing else. It was good chatting with you today. Have a great day and thank you for choosing Jetstar! If you have a moment, we can always benefit from feedback; Please click the "End conversation" button at the top right corner to answer few questions about your experience with us today. :)
( 26m 5s ) Tony Mota: so are you escalating this to your supervisor ?
( 27m 52s ) King Leonard: I already coordinate to my support and was advised that we can only request a credit for this booking.
( 29m 35s ) Tony Mota: Ok King no worries I should know better that dealing with Jetstar for any refunds or anything is just a nightmare. At least I have my conscience clear but I don't know about Jetstar. Thank you

Kind Regards,
Jetstar

Please feel free to publish the wonderful service and response that Jetstar gives to supporting agents. Because they are unable to speak and be human I am not surprised. We should all boycott this airline and see if they would come down to reality

On Monday I had a flight from Nadi to Sydney. The flight was delayed by an hour due to air conditioning in the plane was not working. Finally we were boarded and the heat inside the plane would have been at least 40 degrees. No one was offered any water. Than they put the air-conditioning on full. Finally we took off. During the food service I was totally ignored while the passenger next to. me was served. I paid for bundle plus which includes a prepaid meal but I was not given or asked. I called the air hostess and asked her about my prepaid meal. She said there is nothing on the file. That's a very lame service where I have paid extra $130 on return ticket for bundle plus. This is how Jetstar makes extra money by ripping their customers. Not a happy customer and I will not be flying this Jetstar ever again.

I was booked on this flight with my wife. When I tried to book seating on the web site a message came up telling me seats could not be reserved on the web site. Arrived at the airport 2 hours before the flight to be told my wife and I could not be seated together and that I was in 42C. On boarding I discovered 42c was right outside the toilet on the Dreamliner ?Boeing 787. I could touch the toilet door from my seat. Left Phuket at 10 pm and for the whole flight the toilet door was being slammed open, noisily locked, there was a huge noise when the toilet was flushed, more noise on opening the door then the stench came out. I opend the overhead vent to try to blow off the smell but became cold. When I asked for a blanket, I was told there was a $10 charge! This toilet noise and smell continued the whole night with at times a queue of 4 or 5 passengers. I could not sleep and th whole flight was a nightmare! Seats should not be so close to the toilet. Now I am looking for some kind of compensation.