Jetstar Airways
Reviews and Complaints

I was on time for my flight on 22 March 2019 at Melbourne Airport to fly to Syndey on JQ530. Jetstar's check-in kiosk was not working and I asked for assistance from the Jetstar employee near the kiosk. They checked my ticket and asked me to stand in Line to get my boarding pass from the Customer Service desk. I had to wait 20 minutes to reach the desk as 6 people were ahead of me in the queue.

As a result, I missed my flight as Jetstar sold my ticket to someone else. Then, the Customer Service desk asked me to leave as they could not help me.

I made a complaint to the Jetstar complaints line and to the Airline Advocate. I provided them a snapshot of my Google maps that showed that I was on time to the airport. I also asked them to obtain CCTV footage to state that I was there on time. If Jetstar does not have enough staff to assist on the Customer Service desk then why should customers have to suffer?

The two people of the Jetstar customer service desk named "April" and "Tina" were very rude.

SHAME ON YOU JETSTAR! CUSTOMERS PAY YOU TO FLY WITH YOU. TREAT THEM WITH RESPECT OR THEY WILL NOT FLY WITH YOU.

CUSTOMERS FARES PAY FOR YOUR WAGES REMEMBER THAT. IF Y OU TREAT THEM BADLY. THEY WILL NOT COME BACK TO YOU.

I have flown selectively with Qantas and Jetstar for 25 years. I will now get rid of my Qantas frequent flyer points and only fly Virgin. I will be loyal to Virgin as they helped me when Jetstar and Qantas dumped me.

A fairly convoluted story: My son purchased tickets for he and his partner to travel to Gold Coast from Avalon 11/05/2019 returning 18/05/2019 for approximately $250. Due to unforeseen circumstances they were unable to make the flights, so, at the considerable cost of over $400, he transferred the tickets to his elderly grandparents so that they could visit their son in Brisbane. A trip they cannot ordinarily afford to make. Unfortunately there has been a death of a direct family member (father's brother) and the funeral will take place over the period in question. A Medical Certificate has been provided to my parents by their GP to verify that the death has occurred and that my parents will be unable to travel on the dates as planned. My parents have been in contact via Jetstar Live Chat to try to postpone the booking date. The Jetstar representative initially attempted to change their booking at a cost in excess of $600 (on Jetstar's website the tickets could be completely purchased as an entire new booking for approx $380). The representative informed that the only way the booking could be refunded or altered would be with a death certificate or a letter from the funeral home. My parents are understandably reluctant to pursue this with their nieces and nephews who are already distraught with the loss of their father, within a year of their mother dying. My parents are also grieving and are a monumental support my uncle's family. Sadly, they are further saddened that they will not be able to make this trip which they been very excited about, despite the fact that have a Medical Certificate.

Hi there I would just like to let you know about our experience flying from
Melb on Jetstar fight to Phuket. My son who is seven has taken the time to draw a picture of a Jetstar plane taking off from the airport, to present to the captain. On boarding in Melbourne my son, who's name
By the way is Jett, presented the cabin crew with the picture. To our surprise, during the the flight captain Shane, came down and spent some time with Jett, answering a whole range of questions. Jett was so thrilled that he got to chat with a actual captain. Before captain Shane, didn't grab his last name, left he invited jett up into the cockpit after we had landed. He said he would inform the flight crew that Jett was allowed up there once we had landed. Well if you could just see the smile on my boys face. During the time, he counted down the hrs and actually drew another picture for captain Shane thanking him and the crew for such a opportunity. All Jett could talk about was going up into the actual pilots seat. After landing and waiting for most people to disembark, and with Jett clutching his picture for captain Shane and the whole of the Jetstar crew, he was mortified that we were ushered off the plane, thus Jett not being able to present the captain with his picture or the opportunity to see the inside of a working airplane. I would ask in future if any of your staff are going to make promises that they cannot keep, don't do it, especially to a seven year old boy that loves flying on Jetstar, but now keeps saying he would rather go on another airline, cause in his words "Jetstar broke a promise to me dad and mum" we are flying back to melb on Friday night Phuket time, we have asked Jett if he wants to draw another picture but says, Jetstar break promises. I expect a generic reply or to hear nothing at all. But it will take my boy a long time to forget this one
Cheers
Matt, Claire and Jett George

I would like to tell Jetstar that I am starting a campaign against Jetstar over the disgraceful way my daughter has been treated by Jetstar. She is living in Darwin and traveled home for a friends 21st. She has fallen ill and needed to move her flight to the next week and when changing her flight she gave a flight number of the next week, she didn't realise that the same flight number recurred and did not pay attention when the Jetstar assistant mentioned a flight the week later. My daughter complied and payed the fee. Now we realise that the customer service person made the booking for 2 weeks away 18 May 2019 and when she contacted customer service they have been very arrogant about changing her flight to when she originally wanted to fly. I have had my daughter absolutely distraught over this and I will be relentless in my pursuit of condemning Jetstar in their disgraceful treatment of my daughter. Please re think your position, she has paid the fee to have the flight changed and shouldn't have to pay another fee. Please contact myself Murray Quinn [protected].

I was having 1 kg additional in check in and 2 kg additional in my hand bag.. the staff at jetstar said in a rude manner to pay for the additional as 2250 peso, approx $ 60 ( Singapore dollars) which was ridiculous.. so I tried explaining the additional weight were due to last minute shopping on dresses so it's not worth to pay such a price for the items..and further I explained i am a tourist here...she threw the passport back to me .. asked me decide yourself.. she turned her face and looked at the next passenger in the queue...It was a wow behaviour... congrats Jet star... perhaps the last time I am flying in your airlines.. not only for the additional price of 650 peso per kg which was a ridiculous price and secondly your staff at the counter literally humiliated me in front of many people... I already sent another complaint from in another forum in jet star Asia.. hopefully you will reply... thanks..

This is a compliment, not a complaint.
Dear flight crew of flight JQ609 on 18th April (18:25 scheduled but delayed to 20:15ish)

I would like to thank all the crew on the flight from Sydney to Avalon on 18th april for looking after my mum (row 17) who was unwell for the last half of the flight. She was travelling with me (her son) and 6 year old grandson so the experience could have been extremely stressful for us but was managed superbly by the Jetstar crew.

All the crew were exceptional in providing caring support and magical oxygen throughout the last 30 mins of the flight until landing in Avalon. They offered medical assistance and wheelchair support upon arrival which alleviated our concerns (although not needed after oxygen). The staff were incredible in focussing their attention to support us during a stressful 30mins and we are hugely grateful.

I would like to let the crew know that, due to their care and attention, mum has made a full recovery and we would recommend Jetstar whole heartedly to anyone.

Many thanks
Tim Haigh

Glenn Russell
Jennifer Bird
One checked in bag
with Jennifer Bird tag on it .
We booked a flight through jetstar JQ27 Phuket for 2.25pm to Singapore ( 3hour stop over)Then onto phuket for Sat 20th April

This flight JQ27 was cancelled by jetstar on monday 15th
We rang Jetstar and a lovely gentleman changed the flight to Qantas.QF081 10.10am
We arrive at the airport Qantas delayed the flight QF081
We were told they had delayed to leave now 3.15pm
Due to this 5hour delay we delayed the jetstar conecting flight at Singapore by 2hours.EK537
They did not wait for our baggage to be tranfered over.
At Phuket airport no one knew about our bags.
We filled in lost baggage forms with them .
They said ring tomorrow.
On ringing today no one is taking responsibility.
You ring the airport .. we have heard nothing
You ring jetstar ...its a Qantas problem
You ring Qantas its a jetstar Asia problem.
Can you help ?
This is our honeymoon we have no clothers nor toiletries
[protected]@bigpond.com
[protected]
I am a loyal jetstar member and flyer

Recently I flew from Sydney - Melbourne - Sydney was lugged $60 for my carry on luggage. I was surprised that the Jet Star decided to weigh my handbag too. My carry - on bag was 7 kg, however my handbag which contained my iPad, 2 phones, notebook, empty water bottle and sundry ladies stuff you find in a ladies handbag was 4 kg. I was told that I would need to pay $60 if I wanted to board the flight with my luggage. I found this odd and discriminatory as other fellow travelers (mostly men) with their carry on bags and laptop bags weren't approached or asked to weigh the bags.

I had flown to Adelaide a fortnight ago with similar baggage and there weren't any weight issues with Jet star.

I would like Jet star to be more upfront with their carry - on baggage policy, I definitely see this whole charade as a solely money making exercise by the airline. they offer cheap flights and then blindside you at the last minute with their so called 'policy'.

On ground staff were extremely selfish and rude. They were rude talking against us in their own language while we were conversing with them. They were selfish in a manner that they only want to do it their way. So adamant that, even after telling them, my family to go as group, she had to waste our time and split us causing inconvenience to us. You are not only causing inconvenience but ruining the start of the holiday for us.

Flying to Ho Chin Minh on 21st - 25th March.

I was about to going back to Fukuoka from Tokyo. I took wrong train to from Tokyo to Narita airport. So I was late to the check in time. I arrived there before 10mins departing. They didn't let me board. I was fainted after I heard about they didn't let me board. I ran hard to catch the flight so I couldn't breathe well. They took me to the restroom. Then one staff left at the restroom. She asked me what i'm going to do because they can't let me board without showing them the diagnosis from doctor. So I didn't know what to do. I told her to wait. So she asked me to wait about what. I need time to think. She talked to me really rudely. So I shouted at her about being rude and she shouted at me back. Is that the way of treating back to customer? I understand the fact. I needed time and I was alone and I couldn't think about at the time. I don't mind about anything except of she started talk to me rudely. I got angry. I shouted and her. I never seen a staff who shouted back to the customer. I had to go back to Fukuoka with Shinkansen. I couldn't take a flight. I want refund.

Return flight Syd-Mel 8th of March and return flight 10th of March. Ref No GIRNKD

One hour before the flight we got message of the cancellation, 5 hours. We bought the more expensive tickets Friday 5:30 to flight the cheaper flight 22:00 to arrive midnight. We had booked dinner for 8:30 that we missed. No travel voucher received or advice that we will get voucher as a result of more than 3.5 hours delay.
Back home the flight was cancelled for the next day at approx 5pm . I had parking booked and payed for that evening. Payed additional fee $25 for parking.
Simply the flight with Jetstar was very bad experience and expensive to us, cost that Jetstar is refusing to pay.

jq823 on14/3/19 was cancelled due to wet weather.I got to the airport and saw lady at service desk and told earliest flight I could get was sunday as I had dental appointment on Friday morning.She said if I wanted to be in Sydney on Friday I should go book a flight with another airline and she was going to submit refund to the same credit card that was used for booking so was lucky to get flight at same time on a qantas flight to Sydney.I need that refund to be put back into my credit card.I have been using jetstar almost every fortnight but will think again after this outcome.my booking ref LMF8WK.

Dear Sir/Madam,
My name is Alon Flato and me and my friends Avraham Navaro and Itamar Ron booked a flight with your company, ref # KBRKWY.
The flight was supposed to depart from Bangkok on January 24th and arrive to Melbourne on January 25th at 10:30 AM, flight # JQ030.
We booked this flight especially for this date, in order to be in Australia during "Australia Day" of 2019.
From Melbourne, we were supposed to start our pre planned road trip to Australia's gold coast.
It is impossible to describe in words our disappointment once we understood we have to through all of this away thanks to Jetstar Airways Pty Ltd.
We come from Israel which is 13, 759 Km away (about 20 flight hours) and we planned this trip for almost a year with a very specific plan.
The highlight of our trip was supposed to be the "Australia Day" weekend in Melbourne and we paid a lot of money in order to arrive on this particular weekend.
In addition, since we are coming from a long distance country for a short period of time, we had a very tight schedule in which every day in Australia is very significant.
But unfortunately our plans are one thing and Jetstar plans are completely different.
On the first cancelation on January 24th (attached first letter) we were shocked since we know how a series airline preform airplane check before flights.
It is impossible to imagine how a "technical problem" can be discovered only after all of the passengers are already on the airplane.
The second cancelation on January 25th (attached second letter) was something between a "sad joke" and the biggest negligence we have ever seen.
We expect from a serious, self-respected airline to provide an alternative airplane or at least to perform all necessary tests, in order to ensure the flight will go on time.
To have a flight being cancelled two days in a row is a first-class negligence and we see Jetstar fully responsible for this shameful event.
It's important to mention that Jetstar handling on the airport was a disgrace.
There was no Jetstar representative on the ground which caused a complete chaos among the passengers.
No one knew where to go or what to do and the only instruction we got was to take care of our self and bring recipe.
Needless to say that our vacation was completely ruined, a vacation that I remind you was planned a year before and we invest a lot of money.
Due to the unfortunate events, we expect Jetstar to reimburse each of us with the amount of 10, 000 AUD which supposed to cover our trip expenses in addition to our hotels and food during the waiting in Bangkok.
I sincerely hope Jetstar will handle this case to our satisfaction, in a way that will bring back our respect to a respected, well known Australian company.
Thank you in advance,
Regards

Date of Journey:4th Feb 2019
PNR: QHBVSZ
Compliant Number : [protected]
Description of the incident : Boarding Pass been denied
Detailed summary of the incident: Jetstar denied by boarding pass stating I wasn't holding a valid visa (Singapore). However I hold valid boarding pass for flight from Singapore to Pune (India). Despite of me insisting that the same isn't required, still I was denied boarding pass. When I had approached Vietnam Airlines and explained the issue, basis the boarding pass from Singapore to Pune (India), they had issued me a ticket and boarding pass. This shows that the jetstar staff have no clear understanding of immigration laws and rules. Despite of many efforts to make them understand, I failed to convince them. I had to spend ~ USD 300 to buy a new ticket from Vietnam Airlines. Would urge Jetstar to compensate the same. Happy to furnish the requisite details as may required.

Thanks & Regards,

V V S Prasad Balusu

My Jetstar club membership was automatically renewed without being solicited. When told the same day that I did not want it for the renewal period they said they cannot issue a refund.

They claim they sent out a reminder in advance. The relevant email, however, was constructed deliberately to distract you from the upcoming renewal.

When I asked for a refund they said they couldn't provide one as I had used one of the benefits. This however turned out to be over a year old outside the terms of the renewal

Last time I looked this was called theft

Although I don't blame the customer service completely. It is evident that they don't know what they are doing. They read from scrip and don't really care that you have phoned for 7 days straight to get your receipt and itinerary sent. I have even set up a alternative email. Although I am still receiving emails from you when I request them from my Jetstar membership. I have been told every excuse. Your system is down. Your computer techs are working on it. Every day I have been told to wait another 24 hours this is so frustrating because I wait and nothing. Its a fob off and very disrespectful . I have to organise meetings and printing for the trip to Indonesia for my business partners and I still have been given the tax invoice and Itinerary. I will be contacting the airlines complaint board tomorrow. I have had two supervisors say they will get the admin to send it direct to me so I don't have to wait and still nothing.
My email is correct, my phone number is correct, the details are correct and still nothing has happened. I have checked all my junk mail for the past week and it is not there either yet I am getting adverts and Jetstar membership info.
I am very very angry and to offer $50 for all the hours I have spent on the phone is a insult and by the way I still haven't had any info about that either.

OFFICIAL COPMLAINT before contacting AVA
case number [protected]
I travelled with your company JetStar, Cairns to Sydney ref EBR4PV on Sun 18th Nov,
then on Friday 23 Nov Sydney to Ho Chi Minh City.
I paid for the trips on 03 APRIL 2018 XXXXX
when I returned home, I noticed on my bank statement that you had deducted AUS 390 !

I did NOT have any excess luggage, one case was 18 kilo, the other 21 kilo, I used the same two bags on the whole trip, NEVER was I told by yourselves that I had extra luggage, NEVER on the whole trip did ANY airline tell me I was overweight. And of course if you charged me excess baggage, you would have charged me on BOTH FLIGHTS !

the deduction appeared on my bank statement on 23rd NOVEMBER, some 7 SEVEN months after my original booking. So Someone had kept my card details for 7 MONTHS is that legal in Australia ?keeping cards details for so long ?

I rang twice, and was told someone would look into my refund, so far nothing, I have been sending e mails on a regular basis, but have NOT received a reply, so before I esculate this case, I ask again that you refund my money.
I have provided copies of my bank statement, so yo have proof that monies where deducted.

PLEASE have the decency to reply

Mr Stephen Margerison UK

I had booked to and fro tickets in Jetstar between Sydney and Melbourne. Booking reference is DWYRUB. While return from Melbourne on 31st Dec 2018, flight was cancelled two hours prior to take off stating storm alert in Sydney. Other flight carriers continued their flights.

Was informed at customer desk at Melbourne airport that amount would be refunded back to Credit card, but later voucher was sent on mail to uitilize in 6 months. I discussed on phone with their Customer care and had Live chat with Complaint department of Jetstar stating that I am visitor for short term and will not be able to utilize the voucher but they insisted that it is their policy as the cancellation was not due to their carrier challenges/issues.

They even refused to give me compliant number and just gave chat id [protected]. Discussion was done by person named Mary Joe. I have taken screen shots of the chat done with Jetstar as evidences. Please help resolve.

Thanks
Ravi Hariani

Flight JQ 512 Mel to syd on 09.01.19 was cancelled as I was on route to airport by text
Options offered me to if miss my connection in Sydney causing me to rebook with an different airline costing me twice wat I paid Jetstar
My name is Maxine Organ nd I would like a full refund of my entire airfare paid to Jetstar before Xmas to ensure my flight and times for connection within 14 days or I'll be looking into my options as this is not the first time Jetstar have made my travel plans a nightmare it's the third time and I've had it.
Thanks Maxine

I had a carry-on baggage that I with me on every other flight and including the flight I took to Melbourne from Perth. There wasnt a problem until I reached the boarding gate in Adelaide airport, going to Perth.

I was told my luggage was too big and when I checked in my other luggage's the attendants asked if my luggage was a carry-on and there wasn't a problem. It.wasnt too big until I reached the boarding gate. I did excess baggage, I could have checked that in, but the ground staff chose not to say anything and also failed to mention that they enforce a different standard at this airport.

Everything was left until the last moment when I was left without a choice but to pay whatever fee they asked for.

Mega rip off tactics