Jetstar Airways
Reviews and Complaints

We purchased two specific seats on return flights from Honolulu. Paid $29 each seat, chose 10j and 10h( window and middle first row) as didn't want to be near toilet or galley.
Upon check-in given 13b and 13c- aisle and middle right in front of galley. No explanation given.
Would have just taken any seat if we knew we were to be reallocated to these seats and saved ourselves $29 each

Hi I just want to report the fake Jetstar Australia Hoax page, I know it has been reported already but it hasn't been taken down and thousands of people are liking and sharing it. They are also using a fake profile, "Jess Jetstar" to message people and say they're secondary winners, which would eventually lead to people transferring them money for a cheaper flight.

We were due to fly to Perth from Adelaide on May 3rd but we were notified that my uncle in England had passed away and we had to go straight over there. When I rang they just kept saying that was ok chang the date but I yrued to explain that I didn't know when we could change it to. I just wanted to know uf it could be put on hold till things were sorted out in England.

Flight JQ 974 Adelaide to Perth on May 3rd
Flight JQ975 Perth to Adelaide on May 7th

Passengers Barbara Dymmott & Rodney Dymmott.

Thank you.

I have booked a flight from melbourne to perth on the 16 jan- 23 jan 2019 on sale for $560 including insurance.. bargain! But I want to reschedule the flight but i was told it would cost me $1400 to rebook my flight. I want to know if that's the best that you can do? I paid for a membership but then you dont have any flexibilities within your members? I call that a little stupid! I thought you are suppose to take care of your members but on the other hand, you're making them hate you. And when you have your flights why would you even put them on the price they are without the seats included? You should at least put the standard seats with it! As if you can fly without seating? Seriously?!

I'm complaining about an employee of jetstar Jessica Brodigan who I know is on drugs she's an airhostest for jetstar
Jessica Brodigan is violent, unstable and uses a mixture of drugs, Jessica Brodigan came around my house on heavy drugs asking me to get her marijuana as she wanted to calm down and go to sleep as she's been on methamphetamine/speed when I told her I was not going to get her drugs she caused a scene to which I have made a statement to Newcastle police station Jessica would not leave my property and was threatening me with her 2 brothers which has now led me to make numerous statements and I will not be flying with jetstar nor will my family until this matter is resolved

My son recently booked flights from Hobart to Melbourne for himself and five friends. Booking ref. QKU6FK July 5th. He has just realised that he checked the AM button instead of the PM button and as a result, they are booked on flights that they are unable to make with the connecting buses in Tasmania. We have rung Jetstar and they have told us it will be over $700 to change the flight times even though it is over 2 months away and it was just a booking mistake rather than an intentional change of plans. They are all young and this increase in expense is a big deal for them. I am hoping I can appeal to your sense of fairness and that you will waive the booking change fees for these young people. looking forward to reply as quickly as possible.

yours sincerely,

Wendy Straw

Good morning,
I would just like to voice my dis-satisfaction and disappointment in your services or there lack of.

I was booked to travel to Townsville (booking reference# UYBY54 - 27/10/2018) to travel this weekend with my husband to Townsville (Thursday to Monday) but unfortunately one of our Labradors has contracted kennel cough and now we cannot have him stay back at the Pet Hotel or with family or friends as they all have dogs and he is contagious.

I rang this morning to see if I could change the booking and add my husband to another booking I had (Booking reference# A8V844) On this booking I was travelling to Townsville by myself on the 31/05 - 03/06 so I wanted to simply add my husband to this trip. When I spoke to the lady on the phone, she said this could be done but I would need to pay an additional $385!

When I had a look online I can see return flights for $254 (the same flights I am scheduled to fly on) plus with $110 change flight costs (per flight) = $364

Booking number UYBY54 cost $309

This is a difference of $55 yet you want to charge us and extra $385? Where is the compassion and understanding?

I am not asking for a refund, I am just trying to make the best of an unfortunate situation.

Will not be flying Jetstar ever again and will be making sure no one I know ever flies with your company again.

This is the second terrible experience (the last time I flew to Bali there was no food available to purchase on the flight there or on the way back as you had run out).

Absolutely shocking service!

Just had the worst shakedown I've ever had across four continents. First Jetstar made me over prepay for checked baggage - which WAS thankfully flagged by Expedia or this would have been worse. Then at the last minute someone weighs my backpack and tells me I have to pay SIXTY DOLLARS to check it at the gate. AND they were counting my medical device - which must be carried on - in the total! I told the manager I would never fly with Jetstar again. She told me that was ok and the first guy made sure to tell me "I told you so" then didn't give me back my boarding pass and threatened to pull me off the flight for complaining. I wasn't even allowed to take a coffee - worse than Russia! I will recommend anyone travelling to Australia avoid Jetstar and their ripoff scam at the gate!

Dear sir/madam
I booked Jetstar flight from Darwin to Sydney on 9 April 2018 afternoon. The time of the flight I booked and paid was flighted from Darwin at 1:20 am on 10 April 2018 and arrived in Sydney at 6:05 am on 10 April 2018. However I received email of my itinerary at 7:58 am on 10 April 2018 which is well after the expected arrival time in Sydney ( 6:05 am) see attached email itinerary from Jetstar. As a result, I missed my flight and I was forced to buy another flight to Sydney. I've contacted Jetstar customer service and adviced to lodge formal complaint. This incident was not only causing me delayed my work in Sydney but also loss of $ 402.02 fare see attached tax invoice. I believe this incident is caused by Jetstar not sending my flight itinerary on time and therefore Jetstar should take full responsibility for my loss of working time in Sydney and fare of $402.02. I demand Jetstar to refund my fare of $402.02 and compensation for my loss of one working day (8 hours) $ 360 (my working hour rate is $45). As I've made numerous calls to you customers services team regarding this incident since I backed on Sydney on 11 April 2018. I would expect to receive your response with 7 working days or I will lodge my complaint with Fair Trading and Airline Customer Advocate. Kind regards
Can Hong Zhao
Email: [protected]@yahoo.com.au

Family holiday - flight from Honolulu to sydney leaving Honolulu at 8.35am bound for Sydney on jq4.
Our families of 8 arrived at the airport at 5am, 3 hours before departure.
At 7.30am we are still in line waiting for checkin with 100"s of other people no updates on what was going on only gossip between passengers.
Finally we were checked in at 10.30am - our boarding pass stated 8am, which was incorrect, all the flight board advised was flight delayed ...no further updates.
People were getting on the plane in dribs and drabs...the lack of communication was appalling.
The service crew advised that the inflight entertainment would be free, however we prepaid, they offered free tea and coffee
Not good enough Jetstar ! 3 hours late and no communication
Please give me a reason to fly with you again

Hi OIC

I booked Jetstar Pacific to fly from Ho Chi Minh to Hanoi, Depart on 17 Apr 2018 and Return on 18 Apr 2018.

On 17 Apr 2018, I arrived HCM airport pretty early, approximately 1700, 2.5 hours before my departure timing of 1940. I was being issued ticket under Flight BL806 and immediately got notify that the plane is being delayed to 2050, and eventually then plane took off approximately 2120.

On 18 Apr 2018, upon checking in for return, then I realised that my flight on 17 Apr was suppose to be BL810 and not the delay flight BL806 assigned to me.

For me, I don't understand why I flight was being changed and changed to a known delayed flight, which is not acceptable.

Yours faithfully

LAY PING YAP

I flew over with my family to Queensland on Tue 17 April from Adelaide. Not only was I furious with a flight attendant hurrying me off the plane with a very tired child I found the inflight service terrible. I realise we booked cheap flights however when you compare what you offer or should I say lack to offer it is not worth the little saving. Then the final straw for us was when we wanted to change our return flight to the following day I was given 2 ridiculous change fees from 2 Jetstar agents whom I struggled to understand. I then went online to find I could get it half the price but chose not to change it as I refuse to give any more money to Jetstar. I was a travel agent for 10 years & I am shocked to see how far things have fallen with airlines obviously some more than others. Unless I hear otherwise from travellers neither me nor my family will ever use your services again. We are regular travellers however we made the unfortunate choice to travel Jetstar this time.

I flew from Sydney to Perth 14/4/2018.

Arrived very early, went to the counter and checked my 1 piece of luggage in. I asked it to be marked FRAGILE. It was not ! Was never asked to weigh my hand luggage . Upon arriving at the gate, there was a huge line to get on the plane. I asked another passenger what was happening, was told that everyone has to weigh their hand luggage. Now I booked my return flight a very long time before flying...and I had paid for my check in bag, I didn't think my carry on would be a problem. It was ! I was 2 kilos over $30 per kilo!
That is pure greed, I wouldn't have minded $10, but $30 ? That's a disgrace. I was told to hurry up and pay very rudely, the employe took my small bag that included my laptop, flung it on the heap causing it to fall and crash to the ground. I spoke out and told him it contained fragile pieces and it should b treated as such. The passengers around me were visibly put out at the way I was being treated!
I am a Qantas FF and I have not flown JetStar for many, many years.

Unfortunately, I have to return to Sydney with you. Never, ever, ever am I going to fly with you again. The whole ground and in flight experience was dreadful and quite degrading. Flight attendants rude and service poor.
I would like a refund of the $30.
Deana Sinatra

I often fly Jetstar to come home to see my family however, I was kicked off my flight for being 2.5kg over in hand luggage. $60 fee extra was expensive but I was needing to pay to get my bag to my destination which isn't my hometown. However.. it wasn't coming on my flight.. it would go on the next and I would have to wait for it to be delivered to my residence. While trying sort out an option with family as I needed my bag for an event. The EXTREMELY rude and plain arrogant man at the door "made the decision for me" and kicked me off the flight. First of all, I'd be ashamed if he was my employee as his attitude was disgusting. However, if you're going to weigh peoples hand luggage how about you keep it consistent? I've never had my bag weighed and that of many of my friends and family. If that's the case, no problem but don't just do it every now and then. Also ridiculous that you can't pay for it to go on the same flight. It's not the bag I'm upset about it's more so the man at the desk and really has ruined a very important event that I'll never get the chance of attending on time. I switched and paid $400 to go to virgin who were extremely accomodating. Although it's expensive I'd rather that than support your airline. So all up $560 to fly home one way. I hope that his attitude doesn't get him very far because he doesn't deserve it. My flight was Jetstar 828, gate 46, 7.45am to Townsville. I will be following this complaint up because I'm not going to just let it slide by. I would like to be contacted regarding this manner. [protected]

I called jetstar tonight as i had a problem with the website. I entered frequent flyer number to pay with points and cash and then entered my card details and proceeded to pay the screen displayed the wait still processing message and then a page popped up that said "opps internal error please start again." So i had to do everything from scratch but the problem was that the ticket had increased in price from 211(including points deducted from original price which was $299) to now $329 (points not included). I called jetstar to find out if there was anything they could do to help as it was not my error . The consultant i spoke to named Christian, employee ID: XRBU01 Sydney call center (Which i asked him for) was shockingly rude and did not really seem to care about much. From the moment he answered the call his tone was low bored and uninterested. No customer service at all. I told him the problem above and he proceeded to tell me that he cant control online prices and so on. Which i can completely understand. He was rude and i got frustrated so i said "can i please speak to a supervisor or someone that gives a [censor]" as i no longer wanted to speak to him as he was rude and deemining. He then told me that the supervisors were on other calls . I asked him if he could get a supervisor to call me back when they are available and he said no supervisors dont make outbound calls. I told him that i worked in a call center too and that yes i can appreciate that its an inbound center but what happens when a customer has an issue and they need to speak to someone else who may be able to resolve the issue (which in my case was Christian's very arrogant and rude behaviour). I asked him to put me through to someone else and he refused he told me and I quote "then you should hang up and call again" at that point i told him what he was doing was not right and he should not work for Jetstar and that his customer service is terrible he started to answer back to me but i could not take anymore of what he was saying to me and I hung up. I always fly with Jetstar and have made several calls to Jestar and have always been treated with the utmost kindness and respect. After speaking to Christian i have never felt lower in my life. I am dissapointed and even considered just getting my ticket from a different airline. I did call back and this time I spoke to Lovi At the phillipines call center she was kind and explained what i needed to do inorder to lodge my complaint. I was really stressed out because of the constant glitches with the website and the instant price increase just disspointed me but i will never forget how i was treated by Christian tonight it has really made me negative about Jetstar. I hope my call was recorded so you can listen to how he spoke. It is sad and really horrible. If he doesnt like his job he should not be there or maybe he needs more training. I am very upset about this. Words cannot describe how this experince has made me feel so low.

Please find following my email content to Jetstar, it has all the details. I would like to have the fare reimbursed for the stress it caused. I have sent 2 emails plus submitted the complaint via their chat line.

I am a long term Gold member of Qantas, using Qantas and Jetstar for almost all Domestic business and personal travel. Thursday 1st March I flew from Sydney to Ballina. (Booking reference: VCBH2F Caroline Helen Pilot) Being non-weight bearing after knee surgery, I had called Jetstar where they were wonderful and met me with a wheelchair and supported me to the plane and off the plane in Ballina.

Friday 2nd March I had a return flight from Ballina to Sydney. On arrival at the airport I was told that they already had 2 wheelchair customers, hence couldn't use a wheelchair. The support hadn't been booked both ways. I was OK to use my crutches to the plane on the tarmac, but requested that I could at least use the mobile elevator used for wheelchairs, which was already in place and had just been used.

The flight attendant refused to allow me to use the lift, she allowed me to get to the plane early, but without the support of a colleague or flight attendant to make sure I didn't fall. I had to then on one leg with crutches, hop up the whole flight of stairs (probably 30+ stairs) in the rain and 30 degree temperature. I was incredibly worried and scared about slipping. I wasn't offered even a drink of water after the difficult adventure up the stairs. I was told on landing that they would organise a wheelchair. Once again, the ground crew were actually rude and gave no support in getting me from gate 44 to the baggage area.

I have been through your website chat line on the 16th March and chatted to Lester John who said the complaint goes to an internal relevant department. I hadn't heard back, so tried the chat line again today and spoke to Yana. I was told that the complaint had been fed to the leadership team but they can't make outbound calls and hence no response. Yana sent this email address to send my situation to.

I am sure that this would be of concern to Jetstar, considering that you value customer guarantee number one point is customer safety. I was placed at a very great risk of falling and having further injury, placed under enormous stress and would like an apology.

My name is Laurie, im flying today from Sydney to Bali at 5:40 pm in the flight JQ37, first we pay for liggage for each one that is fine, but after they say we can not seat together, so how can this be possible if there was not even an option to make check in online because its a international flight they say and we try me and my partner to check in online but it was not possible. So in the customer service when they send us to pay the luggage, I asked again my person Laurie, to supervisor how it was not possible to be able to seat together if we could not even check in, plus they say its a full flight and dont buy from expedia. I say to supervisor please provide me your full name because her badget it was turn not facing me the client, and the Supervisor Pho Maggie Say " No she will not provide me her name" I say to her me Laurie "it is a right if i asked nicely that you provide me your name because i cant see your badge and i have work in Avianca Airlines a Member from Staralliance and i know which are my right as client to asked to a front desk or supervisor person at airport" So she didn't provide it to me and still treat me really bad so i take my cellphone and Take 2 pictures from her and she Pho Magie, scream to me delete the photo and Inmediately the other supervisor Kellie, say to meni have the authority to not aboard the flight and to call the police / security, so but after that Pho Maggie and Kellie both supervisors, threatend to me to not aboard me in the flight, i say to them i will deleted the photo in front of you and I'm sorry, so i deleted in front of them, but i managed to see their names Pho Maggie and Kellie from Jetstar Supervisors, they treat me without respect is the first time ever in all my life a airline the crue treatme so bad, is like if they don't have respect at all for clients. I know my rights really well and i would like to proceed legally there are witness plus it must be camaras and all, because this is not the way people have to be treated, i know i can Sue and win it, i have the proof that they didn't want to seat us together, in the trash of my camara the photos i took with the badget turn, the names of supervisors, my partner and more persons as witness, and the invoice that i pay for luggage.

Really bad customer service at front desk in Sydney international airport from airline Jet Star, my flight is JQ37 today 30 March 2018 at 5:40 pm, persons that treat me rude Pho Maggie and Kellie Supervisors at frontdesk.

I would like to make a formal complaint against jet star for the lack of understanding and shocking customer service I received. I was had a 15 min conversation with customer service who just was all about money and creating revenue and didn't care for my situation or gave me any solutions to the call. Was put on hold 2 for a manager and was told first that one was busy then told second time that there could not get a manager for the call. After 1 minute then told me to hold and a manager would be gotten hold off. So completely lied to me. I travel on many airlines but with Jetstar it's all about the money and no customer service at all and how much they can get out of the customer. Disgusted with the total experience and Jetstar ranks as the worst carrier in the business.

On the 1st of March My husband (George ) and I boarded Jetstar flight heading to Bali, our seats were right at the back of the aeroplane. This was our first time in Jetstar and THE last time - because the way we were treated!

It took ages for the plane to take off, after taking off my husband swiped his credit card to access TV screen in front of him, mine wasn't working we asked the flight attendant to reset it for us she did several times BUT had no luck . then we asked her if we can pay for internet she replied this is a domestic flight we don't offer any internet on this flight only on international flights you can access internet L?

we also complained about the water coming down on us from the above compartment as we were trenched L (shoulders and back), the crew manager (team leader) then came to see us, she told us sorry you have to wait till the aeroplane reaches 35 thousand feet and then water stops . by then I was very furious and frustrated. I got up and told her I am not happy, she said please feel free to remain up standing here at the back till the water stops. Then she told me, if you aren't happy call flight centre and complain about their service as they know all about Jetstar, I myself called and complaint about the way they have treated my dad, They are hopeless!

Then she said I am happy to give you a blanket and coffee to compensate for all these but if you want to complain you must blame flight centre about this - she repeated this several times

I am not happy and would like a resolution.

I just typed the details please call [removed] and I can explain thanks. Error in online xheck in. Glitch in system caused me to miss my flight. Rude service desk staff member unhelpful didnt want listen understand the glitch. She kept saying ive logged inyo the wrong sector. I said how can I do that? She threw her hands up and said she doesnt know sternly. She kepy saying move on. But I acceptwd missed flight but wanted tech issur looked at so I dont make same mistake again. Manager then involved she listened. Solved problem. Reassured me it was a glitch in check in online not my fault not meant to do anything diff.
Charged $50 rebooking fee and didny fly on next day as manager got me on one earlier. Lost $50 through no failt of my own...

Thw service desk lady needs retraining in calm customer service skills