Jetstar Airways
Reviews and Complaints

Hi there,
A Flight was booked at approximately 5pm on 13 October 2018 for [removed]. Booking Reference No: CBJY9V. Outgoing Flight from Sydney to Hobart is for the 22 October at 6 am and returning from Hobart to Sydney at 8 pm on 25 October. Telephone number: [protected].

I am [removed]. I am booked on the SAME flights. Booking Ref: QM9Y7H. Tel: [protected].

[removed] and I attempted to change the flight for her within 2 hours of making the booking via a call to Jetstar. We received distressing news and we explained the extenuating circumstances: My daughter [removed] and [removed]'s niece has just taken ill ([removed] has just had a new-born baby). I am still traveling on those dates. Pam must delay for a few weeks till [removed] recovers.
We rang Jetstar in less than 2 hours yesterday to try and cancel the payment, but we were told by the assistant that a name change was an option or changing dates with a fee of: $171.00. We feel that that is most unfair and said so.
I rang Jetstar again this afternoon: Sunday 14 October and explained the situation once again. Cathy, the assistant acknowledged the extenuating circumstances, however, she concluded that I could change the dates by paying $171 via credit card. I was dumbfounded by her cold, yet polite reaction. My response is recorded.

We are asking that due to the special circumstances and how quickly they occurred that [removed] (a pensioner) can re-book other dates: Monday 19 November to Thursday 22 November - same flight times if possible WITHOUT paying the extra charge.
I am asking for this consideration, not only due to my daughter [removed] taking ill, but also because I am a loyal Jetstar customer. Here is a context thus far for 2018"

I flew Jetstar from Sydney to Hobart for one week from 3 October to 10 October 2018. I had a friend: [removed] also book Jetstar leaving Sydney on Sunday 7 October at 6am and returning with me on at 8pm on Wednesday 10 October. I have already booked to fly again Sydney to Hobart return in December from 24 to 26th. I am about to book Sydney to Hobart leaving Monday 19 November, returning on Thursday 22 November. Also, I intend traveling from Sydney to Hobart every 8 weeks in 2019 with Jetstar and am considering it would be best to become a Jetstar club member.

To sum up, I believe [removed], taking into consideration the extenuating circumstances, should be given a change of flights WITHOUT any extra charge - the flights from Monday 19 November from Sydney to Hobart and returning on Thursday 22nd November ARE CHEAPER than the flights she has no choice but to cancel.

I hope you will consider the above circumstances. Please reply via email to:
[protected]@gmail.com

Regards,
[removed]

To whom it may concern,

I organised a family holiday and booked flights to Bali coming up on the 3rd December.
Since the recent earthquakes in Bali and the surrounding areas I am riddled with anxiety regarding my family's safety.
I contacted your company in August when one of the first incidents occurred requesting some sort of refund or credit.

I was informed that there was nothing to be done and we would just have to go on the holiday or lose my money for the flights.
My accomodation and other activities planned in Bali have all been refunded from my earlier requests back in August, as they understand that i want my family to return to Bali and have a fantastic time but in a safe environment.

Unfortunately Bali at this moment in time is not a safe place for anyone to travel to, seeing as only yesterday they had their sixth major earthquake in as little as a two month period.
Family's have had to flee their homes and leave their belongings in the recent earthquakes in fear of being killed by these natural disasters.
I wish to have my flights refunded as soon as possible, I will not be taking my family back to Bali until their unfortunate situation has subsided.

Please have someone contact me immediately at amy.[protected]@gmail.com
to discuss what can be done.

Looking forward to your reply,

Mrs Amy Mason

Dear Sir /Madam

I would like to complain about your online books.
It takes so long to make a book through your website.
Once you decide on the day, time, it goes to hell after that, all the boxes that have to be tick .
You have to add luggage tick every box for baggage after you scroll down for so long.
You forgot what you are ticking.
Then t comes to extras what a pain in the bun, again you have to scroll so far down the page again.
Then for insurance etc, etc, etc, and it goes on after you have been at the computer for so long.
Then it gives you a final figure to pay without supply a invoice so you know what you have been charged for or a list of the correct itinerary.
It is only after you pay and received the itinerary you find you have been charge things you don't want and then you can't change it. wrong dates or extra baggage.
I'm sure you are making fortune from all these extras, however it is not good customer service, I somehow ended up and an extra baggage on the way back which only cost me $45 to take over however to bring back it cost me $69 why is that so?.
I request if I could have a credit on the the $69 charge on your chat site to be told no I could not. i was happy to use it for meals or drinks. But no, no customer service at all. what other companies don't give credits on good purchased by mistake.
My son who is 25 yrs old said don't go Jetstar as too many extra charges, too hard to book not clear enough when book online just too hard and won't change anything without and extra fees.
Not a happy customer booked a flight to Japan EDT5MC, may be last booking with Jetstar. I don't need an extra bag coming back but I have to pay for it.
Get one of your executives to do a booking on line and see how they go, it is a nightmare

I had flights booked Monday qcdmhI from Brisbane to Newcastle flight was meant to leave 250 pm and there was a 3 hr delay usually when delays we get a text sent to our phone well we never got no text saying there was a delay and I got dropped at the airport and with the 3 hr delay I have a chronic back injury and sitting for 3 hrs has put my pain levels over the top I am currently still laid up with pain

Yesterday I flew with my 2 children from Sunshine Coast to Adelaide, when we arrived in Adelaide and I collected my checked baggage one of my bags was completely saturated, and tge other partly. I am very disappointed with this as ALL of my one year olds clothing is wet as well as half of the nappies I had packed. I hug out all of the clothing to dry over night though they are still wet and where I am staying do not have a clothes dryer, nor do I have a car to go to the shops to buy my one year old other clothing and as we are staying in a remote area where there isnt retail stores.. I do not understand how my luggage became so wet, and I am not happy whatsoever about it. Please of someone could contact me to discuss this matter it would be greatly appreciated. Thank you.

Blai Beevor
Ph [protected]
[protected]@hotmail.com

Flew to Bali on july 29th. Booked and paid for seats.
Drunk man was allocated middle seat between myself and partner. He would not turn his phone off even though partner and hostess told him to but hostess did not check he had done this. 15min. into flight drunk man then fell asleep and spread himself out to lean all over me and put his leg out to over half my leg room. he then elbowed me quite hard in my right breast which hurt a lot causing me pain and stress. i told hostess our plight and got moved further down to a row with the aisle seat occupied by a girl. I cannot understand why this drunk man was even allowed to board the flight as he reeked so badly of alcholcol I thought I was get drunk from inhaling his fumes. No amount of pushing him over would shift him. My partner and I paid for seats as we both get claustrophobic
and cannot understand why he was allocated the seat when there was the 2 seats available...where we had to move to.
I felt assaulted by this drunk man and was very upset...my partner was upset and from having to sit in middle seat felt quite ill after the flight.
my reference no SJ81HA...flight no JQ37...July 29th.
You asked how I would like this resolved, I would like some sort of refund as this drunk man should never been allowed to board the plane

I am complaining about an airfair that i booked on 8th march for a flight for 2 to Sydney i payed $436.36 then i had 2 change the date by 10 days then was charged a further $523.64 i still cant believe this is right i need a reply as to why i was charged so much 2 change the date wen it was heaps of notice i think i will take it further unless im satisfied as to y it costs nearly a thousand 2 get 2 Sydney i have always flown jetstar and last week i flew virgin and was very impressed i can understand $100 but not $523

To whom it may concern,

My name is Jessica Powell, and I would like to lodge a formal complaint with your department concerning the unprofessional behaviour of one of your staff.
I was on a flight from Sydney to Melbourne recently & I was appalled by a recent encounter with one of your employees and experienced the rudest Jetstar attendant, her name being Sarah. I later saw her surname on ID card being Holden or Holding.
This person had very poor attitude towards me & not once looked interested or smiled. She spoke to me in a derogatory tone & her attitude was appalling. Complete disrespect & dismissive behaviour was showed when I quietly asked if she could help me with my belongings in the over head compartment, due to a quite obvious hand injury I had sustained 2 days before. She looked me up & down with a disdain look on her face & 'said you'll have to do it yourself'. When it was clear she was not willing to help another passenger kindly helped me with my case. It was then that I saw the attendant (Sarah) make a face & a rude gesture to one of her colleagues behind my back. Very inappropriate behaviour from someone representing your company.
I do understand that this is a cheaper airline than your counter parts but i have never experienced behaviour, disrespect & attitude quite like this.
I seriously hope Sarah is reprimanded for her behaviour & has some retraining in Customer service & how to deal with people because this is just not acceptable.
I am sure a big company like yours values its customers & public image & is well aware of social media giving bad reviews.

I wanted to change mine and my sisters flights on Sunday 9th to earlier flights and my baggage amount upgrade tried do this online on Saturday 8th September with this booking reference number AB5THI couldn't get this to work online I then called 1300369516 spoke to an operator who said he could not help me to change anything because it's a Jetstar holiday gave me a number to call 1300360520 said are closed now call in the morning I called at about 9.30am Sunday 9th was on phone waiting for one and a half hours A lot of time waisted on my holiday to Sydney My call was cut off my sister also rang 1300 369516 operator he tried several times to call holiday line said can't get through lines are very busy will calls about Japan said flight can't be changed at desk either I had to pay for another ticket$298 and so did my sister instead of $40 to change flights asked at the service desk Taryn the manager to refund for first tickets told me she had calls all day on the 1300369516 I said I called 1300360520 was on phone for hour and half said was the same number but it's not! Didn't seem to believe me I called several hours before my flight I would like my money back and so would my sister because no one would answer my call on Jetstar holiday line thank you Samantha Murrihy

All contact that I've ever had with Jetstar whether it's booking issues to baggage being damaged is far from helpful.

On Sunday, I flew from Sydney to Adelaide booking ref#BI5JMQ. All was good until I unpacked my luggage to find the glass door on my microwave shattered. I packed it pretty well plus it had 5 bottles of wine inside that arrive undamaged. Despite the fact I checked the box in as fragile, it still came out on the carousel with the rest of the normal luggage. The glass on microwave doors are very durable & it didn't just have a hairline crack on it, it was shattered. Which leads me to believe that my luggage was mishandled.

I logged an online complaint straight away, eventhough I didn't think it would go anywhere. I received a reply the next day, asking for a report from the airport. I looked online for answers as I have no idea what the Jetstar officer was asking for as well as replying to the email asking what report they were after. Adelaide airport website says to contact the airline directly, which I did. It was going around in circles and getting no where. I just called the airport for assistance and the gave me the Jetstar direct number that deals with baggage damage. The customer service officer said all electronic items not covered, it's in the policy. I told her it's not about the microwave. I just went out & bought another one today. I was annoyed that my baggage was mishandled.

If you can't give me an answer, don't waste my time by sending me around it circles. The same thing happened when I had a booking issue and couldn't make payment. Round and round then back to where I started. I ended up calling Jetstar which told me to go to online chat.

What a waste of time.

Was in Singapore first time with my family then had a flight to Denpasar on the 26/08/2018 JQ117 at 5am. Arrived at the airport at 2am then by 3:30 am was told the flight has been cancelled due to crewing requirements. Walked over to Jetstar desk to speak to them and was told by another airline that there will be no Jetstar staff until 5:30am.
Didn't know what to do, as we are family with kids that needed assistance. I rang the Jetstar phone was on hold then finally got through.
Had our flight changed to 10:55 am so had to stay at the airport for over nine hours.
Very disappointed, I understand flights get cancelled I work at an airport but to not have a Jetstar team member there to help us was absolutely disgraceful not good enough.
Very bad customer service!

I recently book a flight going to Sydney - Melbourne using Jetstar, however the return flight that I booked is that I committed a mistake choosing the wrong tab (same as Sydney Melbourne) booking reference # DLDM8U. I just realised on 28 August 2018 that I commit the mistake, i rang straight away Jetstar customer service, they offered higher price something like $250 plus, I said its quite expensive then lady she said that I will offer you a $130 per person then since you already pay your baggage and tickets will transfer all the seats and baggage cost. I agreed because the lady (call centre) said that I need to do the booking now as I might lose the dates so she gave me a reference number of JQ606. I was transferred into phone banking/paying to pay the $393 for the three of us. I tried to pay through phone banking but any reasons I was cut. Then I jumped online to do the booking and checked that Jetstar was offering higher amount compare to the online price. So i decided to do another booking and not accepting the offer. I did another online booking with ref# QLKIQK. Tonight 3/9/18, I rang Jetstar again because when I checked my account it said that I have a balance to pay.

To me this is ridiculously insane. As if we been robbed by Jetstar. Taking advantage of working Australians and as if we do not have a choice but to agree in their terms. I could understand if my flights is near but still more than a month away. They can surely sell it or either charge it with some 30% percentage penalties but not more than you paid.

Sincere yours,

Arlene and Bryan Reichel
mob#+[protected]

Good morning/afternoon

I have just returned from a short holiday to Thailand (16/8/18 to 1/9/18) travelling Jetstar.
I have travelled to the same destination with Jetstar a few years ago and was very happy from start to finish.
I am sorry to say that my experience with Jetstar on this instance has been disappointing. It was the departure from Melbourne airport (Tullamarine). Our return flight was on time and in fact one hour earlier arriving back than scheduled.
The story begins on 15/8/18 I received an sms advising me that our flight has been delayed. We were originally leaving 16/8/18 @ 2.50 pm Melbourne airport, Melbourne time. It was rescheduled to leave 8.40 pm almost 6 hours later. On that I notified the Hotel in Thailand I would be arriving later. That meant we lost one day accommodation and could not be refunded.
With this in mind I got to airport 2-3 before flight leaving. I proceeded to self-service baggage area and followed procedure for my check-in luggage. The machine showed an error with no explanation. Attempted 3 times but still not moving. I then looked around for assistance and from distance could see a service/info desk with two female staff unattended. I could not leave my luggage to get help. I then looked at other travellers who they too were requiring assistance for same error. It appeared machines were not working. I managed to hail a Jetstar male staff member who came over touched a few buttons, allowed my luggage to move slightly then come to a halt again. He then said "I will be back in a minute". He was never to be seen again. The stress and frustration was too much. I was travelling with a friend got them to try their luggage same problem. I then asked him to mind my luggage and proceeded to the service/info desk. Told the two female Jetstar staff the problem and seemed disinterested. Finally a male staff member called out by a frustrated traveler finally came to the rescue and assisted not one but all travellers in the queues.
We check our Jetstar app for updates on our flight and discover our flight was delayed again and again. I walked back to the same service/info desk where both female staff were talking with one another and advised them why is it delayed again. To their surprise were not aware and asked how I got this information. I advised them not by sms by the app. They then rang someone/somewhere and confirmed my information was correct. I then asked would they let all passengers know or at least change the original boarding time as was still displayed on board incorrect.
It wasn't until I approached them again and on the third delay that they changed it to 8.40 pm. To add fuel to the fire it delayed once again and we finally boarded around 9.25 pm. However board was still displaying 8.40 pm.
To sum it up I was incredibly disappointed with lack of customer service, at no time did they come out to tell us of first, second… delays. At no time did they change boarding time except once when I told them.
The total of this trip has cost me:-

One night's accommodation unused $140 (lost 1 day of trip)
$35 AUD paid to driver in Thailand as was waiting at airport to pick us up and not there. We were not made aware of any delays to notify Hotel to cancel or rebook driver.
Most importantly poor quality of customer service from baggage to boarding.
I attempted to claim delays via my travel insurance to no avail.
I have travelled to Thailand once before and my flight was delayed and instantly we were advised of delay and reason and given option(s). In this instance Jetstar failed to communicate, update messages, send any new sms messages of delays until myself and other passengers advised them.
I do understand it is a budget airline but they have a ‘duty of care' to all passengers and to assist in main areas eg: baggage where it is a very busy built up area. There should be staff at all times at arms reach as the airport constantly announce not to leave your luggage unattended. Makes it very difficult to juggle luggage and get assistance and get back to the end of the queue again.
More compassion and assistance in all areas especially where travellers of non-english background were present and required assistance more than myself.
My flight was JQ17 and returned JQ18.

Hello,
Our flights got transferred from Jetstar to Cebupac here in the Philippines. Yesterday we went to a different terminal as we are not aware of the changes. As soon as we confirmed that our names are on the list of passengers in Cebupac we went right away. The problem is, no one assisted us to get to another terminal so our supposed flight closed when we get there. Imagine the horror when we found out we cannot fly that day. It was one of the worst experiences. A guy named Jake has been in touch yesterday but now his mobile is not available. My friend's flight has been rescheduled today but she said her 40 kilos baggage allowance was not included on her information given by Jetstar. I am now worrying because my flight is tomorrow and I have a 20 kilos baggage. I have been flying with Jetstar for a while now but I'm not sure if I can do that in the future. Please email @ [protected]@yahoo.com or call @ [protected].

Please also compensate us for the trouble, the hassle, expenses from this worst experience.

Regards,
Ana Marie Sanchez

Hi
My name is mr frances clarence roderick foenander I have booked a flight for sunday 12th august 2018 for a 5:35pm departure. The flight was delayed a few times then cancelled approx 730/8pm that night. I needed to catch that flight home as I have to attend to my medication I did not pack any extra medication as I was only going to melbourne for the weekend to visit family.
I was told there was no more flights with jetstar and urgently my daughter had to book flight with virgin the only airline I could get a emergency flight home with please see all documents attached. Price for virgin flight was aud 489.01$
I didn't arrive to brisbane until after 11pm therefore had to get a cab because every one was busy that night with kids to pick me up at that sort of time. Please see my taxi receipt attached also.
I would like reimbursement for the virgin ticket and cab fare.
Please call me for any more information but I do believe there is enough information attached to support this complaint
[protected]

Jetstar Flight Number JQ943 on Monday 20th August 2018 Dpt Cairns to Melb Gate21

I am writing to complain about the way I was spoken to and treated on the above mentioned flight. When boarding I was given a boarding pass to be seated at the front row no 1. When the air hostess looked at my boarding pass to show me to my seat she asked me, "Do you speak fluent english?" I told her yes I speak english and well enough, she said no you must speak fluent english sorry but you can't be seated in the front row. I asked but why is that? she said because in case of an emergency we rely on you to direct passengers if needed. She said that she would have to seat my husband and I elsewhere. I said please don't seat us too far down towards the back and she said "Don't tell me what to do, I will seat you where I want to seat you, then she tore up my original boarding pass and took us to isle 9. She was very rude to me and very unprofessional. What was even more upsetting is that I then realised the real reason why she had move us, she placed passengers which are friends of hers in the front row where we were suppose to be. This was quite obvious because they chatted most of the time and the conversations they were having proved to me that they were well known to each other.
We are frequent travellers and never in my life have I been treated this way, my friends that I travelled with were seated in Isle number 2 and they witnessed everything and were disgusted by the way I was treated. I am looking at making this known to others online as I can't believe what the air hostess did. I believe I should be compensated for the way she made me feel, I felt like I was being discriminated.

Booking Reference: KMBC3B

Flights to Bali booked with Jetstar booked for 5 adults booked October 2017 for travel dates 2-10 December 2017.

Above flights cancelled due to Volcanic activity. Jetstar advised money could not be refunded but could only be provided by vouchers.

ISSUE 1:
- This has meant that we have to book 5 x $573.05 worth of travel or risk losing the money
- This is particularly difficult as we:
a) Do not want to travel at present nor have leave availability
b) The vouchers are limited to destinations only serviced by Jetstar
c) The voucher can only be used for 1 trip as opposed to multiple for the added total of $573.05

I spoke with your resolution team regarding this and they advised they could not help with a refund and we had to use the vouchers.

3 of the vouchers had an expiry of 21/8/18 and 2 for December 2018

ISSUE 2:
- We managed to use 1 voucher to attend a family birthday in Sydney however when we tried to use the remaining 2 vouchers due for expiry on 21/8/18 for flights to Townsville the online system advised our vouchers were invalid.

- We contacted your resolution team once again and they advised that the vouchers had already been used for a trip to Townsville however this is incorrect as:
a) the system did not accept our vouchers
b) there was difference that needed to be paid and has not
c) we have no booking confirmation details etc indicating that the above had been processed

- We advised your consultants on the above via the online chat (as we had been advised by your customer service team that we could not speak to them about it and it had to be done via the chat system online) following which they disconnected our chat and we were unable to contact them any further regarding this.

We have been so disappointed and frustrated with this entire process and the lack of assistance from Jetstar. While I have been told by your customer service that the 'volcano was not jetstar's fault that is why a monetary refund cannot be provided'; nor was the volcano eruption our fault and now are being force to spend > $2000 on travel we can't afford to take or risk losing all the money. Furthermore, there are additional costs associated with the forced use of travel ie accommodation costs etc.

I have tried to speak with a number of your staff within customer service and the resolution team with nothing more than 'sorry we can't help you any further'. I would like my money refunded as this has been a debacle to sort with minimal assistance from the Jetstar staff.

I meant to take the flight JQ508 from Melbourne to Sydney from 10:05. When I first booked the flight at the Chinese version of Jetstar website, it turns out to be the wrong dates and I don't know what happens. It cost me $200 more on the new flight. Fine. And now I have to change my flight to another one by Qantas, which cost me one more hour to wait and I can't back to Sydney on time. There are 8 people suffered this. Good for you Jetstar

I have been charged twice for my Jetstar flight. After being sent back and forth between different department I was told I can't directly speak to someone, I have to ‘chat' I have now been told it will take up to 10 days for my refund, 15 if they are busy! This is not acceptable! They have my money and are basically holding until someone has time to give it back to me...this isn't ok, my money should be given back to me ASAP not held against my wishes.

Flight jq817 flying to Sydney from Brisbane scheduled to leave at 1820est was late to leave by half hour costing me my trail and home which was 6 hours away plus a $45 bus fair. I know it was only half an hour but the weather was fine and everything else was fine and I'm just a student who can hardly afford to get home to my family, let alone pay and extra $65 extra on top of the train ticket home I had already previously booked.