Jetstar Airways
Reviews and Complaints

I have tried to cancel and get a refund on my automatically renewed Club Jetstar membership that I no longer need or want. It was only taken a couple of days ago but have been denied by the customer chat representative. I've been told all that can be done is to send the case on to the Customer Advocacy Offshore team. And their investigation will take up to 15 business days. I find this unacceptable. Why can't I get a refund for something I'm don't want or need or realised I was signing up for.

EQT : jetstar customer service manager

dear sir /madam

good day!

My mother had a flight form Manila to Narita with booking reference SE4KFI flight number Gk40 dated November 4 under the name of Mrs. Leonora Aguilar. The ticket was paid by myself Czarina Marie Aguilar which is including GL Meal 2 but she never recieve any. I appreciate you look into this complaint.

Thank you.

I was travelling in a group of 9 people returning to Melbourne from Adelaide on a 3.20pm flight on 4th November. We were rudely asked to weigh our hand luggage and a few of the 9 (me included) were over the 7kg weight limit. When I asked can we reshuffle the items amongst the group I was rudely told it was too late and made to pay $60 for the extra weight. So were 2 others in my group. I didn't have an issue paying but the customer service was appalling. Next time I choose to fly I am better off choosing a premium carrier who allow exrra luggage at no additional cost with better customer service. Cheap flights don't need to come with bad customer service and I also think that $60 for 3 kilos is outrageous when the flight wasn't full.

Jetstat 787 12.50pm - Yesterday morning on 3/11 My husband and I were returning from the Sunshine coast to Sydney and our flight had some engineering issues, it was consequently delayed for two hours, finally we boarded, then sat on the plane for a further two hours, after which we de-planed and then had to wait until 7pm for a new crew to arrive to fly us to sydney. I particularly booked an early flight so I could attend an afternoon wedding at which I was officiateing as I am a marriage celebrant. Which I did not show up for. My bride and groom are very angly as I had to find a substitute celebrant to perfomr the wedding for me.

Further more when we arrive in Sydney at 10.30pm and we had to pay an extra $20.00 to the parking house where our car was parked.

The ridiculous excuse Jetstar gave was that "being a Sunday it was difficult to get an engineer to sign off on the paperwork"? Noosa was holding one of the world's biggest events yesterday (The Noosa Triathalon) and should have had extra staff on hand, ready for any out of the ordinary situations which might arise.

I demand a refund for the extra parking and alos a refund for our flights. This ridiculousness cost me a lot of money including not being paid for the wedding I could not attend/perform.

Danielle DuBois
[protected]
[protected]@bigpond.com

On Tuesday 29-10-19 Samantha McCuskey and I Karen McCuskey were booked on a flight JQ44 Samantha Seat 31B Karen Seat 31A from Bali to Melbourne. Samantha my daughter n law had woken up feeling quite ill and as another girl Amanda who was staying longer than us had eaten Sisterfields for lunch on Monday. Amanda starting feeling sick about 3-4 hours after eating lunch. Samantha and Amanda pretty much ate the same lunch except Amanda had salmon with hers as well. The other two girls Sandra and my niece Tanya ate lunch at the same place but had different meals to Samantha and Amanda. We got the Dr to check Samantha who received a few injections to help her to get home on the flight but the injections only lasted 4-6 hours. Our flight got the times changed 3 times and we eventually got on the plane but much later than we told the Dr. The Dr cost her $400.00 which she will claim back on her Travel Insurance. Samantha started to sleep on the plane immediately but started to get extremely bad cramps in her stomach again I am guessing due to the injections wearing off and she was shivering. I went to a flight attendant and asked for some blankets and told her why. I asked 3 times and it took over 25 mins to get the blankets. I then asked if Samantha could be moved to enable her to lie down. She said NO the flight is full. I pleaded with her but she said again the flight is full. So I asked if I could go and stand near the toilets to enable Sam to at least have 2 seats to lie down. She said yes so I did -- I freaking stood there for 3 hours was not offered a meal or even a glass of water. I had also vomited at the Airport so was feeling a little weak. I am 56 yo and I do not believe this was appropriate or safe to be standing near the toilets that stink for 3 hours. Charles a gentleman that was sitting behind me came to the toilet and he couldn't believe I was still standing and that no one had found me a seat as he said there was two free seats on the right of him. I said no one had said anything to me at all not even offered me a drink. Kayoko another attendant came over as I was crying talking to Charles and she asked if everything was ok and we both explained the situation and she said unfortunately the flight was full and Charles said that's rubbish there is 2 available seats on the right of him and he showed her. Kayoko said I will get my manager Tun who came and seen me I reexplained the situation and within 15 minutes Tun had moved a few passengers to enable Samantha to lay across 3 seats FINALLY someone with brains helped us out. Tun apologised for me having to stand for 3 hours and the 1st flight attendant not assisting us. She was more interested in serving the bloody food - DISGRACEFUL! Tun did also say she was new and had only been in the job for 1 month and he would be giving her the appropriate feedback. Tun asked if I wanted an Ambulance for Sam in Melbourne when we landed or to see a Dr but then he said he couldn't get a Dr. Tun then offered me a wheelchair for Sam and I said yes please so I could go and meet my son who had been waiting for many hours very worried and concerned about his Wife. I decided this was the best option and if necessary take Sam straight to a Hospital. I cannot believe the angst and unprofessional service by your Airline we had to deal with. It was not appropriate when there were 2 seats just near where my seat was. Alice Kempe was sitting in 31C and Alice was prepared to move seats to enable Sam to lie down. (ALICE KEMPE [protected]) willing to talk to anyone as she was horrified with the way the situation was handled. (CHARLES LUBAS [protected]) is also willing to back us up and was also disgusted in your staff's incompetence dealing with this matter. Also we did have clearance from the Dr but because the times were changed 3 times obviously the injections wore off and caused Sam severe cramping in her stomach. When the Dr checked her she had no temperature but as the flight was delayed Sam obviously must of had a temperature as she had 3 blankets on her and was still cold. Please reply with an explanation of how the hell this could happen it was seriously so stressful and handled in such an inappropriate way thank goodness Tun had enough brains or experience to help us for the last 2 hours. Please reply or contact me on [protected] Karen McCuskey or email me on [protected]@breastscreen.org.au. Thank you Karen McCuskey

Dear Sir/Madam
I was returning to Adelaide from Denpasar on flight JQ128 on 22/10/19
I had spent two nights in a hospital in Bali. For some reason one of the muscles behind one of my eyes had become slightly paralysed and therefore suffered double vision. I consulted an ophthalmologist and was advised to seek specialist treatment back in Australia. I questioned the doctor as to whether it was perfectly safe to fly and he assured me it was. While boarding with my travelling companion, a nurse of 30 years experience, I was slightly unsteady climbing the stairs to the plane as my balance had been affected by having the use of only one eye. I was pulled aside by the cabin supervisor called Celeste and questioned. I think she thought I was intoxicated. I had not drank any alcohol in 5 days. I provided documentation from the hospital stating that I was cleared to travel in economy. I explained this to her, explained my medical condition but was given a smart alec comment to the fact that travelling could mean just walking around in Bali. I asked her to speak to my travelling companion who was already seated but she refused. She then went and spoke to the pilot with my documentation and spoke for quite some time. I was becoming distressed as I might have been refused the right to fly and I was would of been left in a foreign country with nowhere to stay and no proper treatment. After some time the pilot had decided I was able to travel. She then babbled on about safety, which was a cop out and just jargon. The other flight attendant asked me if it was a contagious condition. ? Totally unhelpful and no apology. Is this the way Jetstar treat passengers? There was little/no care for my well being. It was almost as if they were deliberately looking for a way to stop me from travelling. I am a nervous flyer at the best of times and the only budget airline company I will fly with is Jetstar because of your excellent safety record.

regards

TERRY ALLAN.

I am never one to complain nor have I ever gone as far to write a complaint such as this. I write this email to you to express my deepest disappointment in relation to flight number JQ512 scheduled to depart Tullamarine 1 pm on Friday, 18 October 2019, arriving in Sydney at 2:25 pm. We had less than two hours before scheduled departure, I received a text from Jetstar advising the flight had been cancelled. As my husband and I had already paid for a show and dinner in Sydney Friday night we contacted our travel agent within minutes requesting that she get us on the next flight. Much to our surprise and bitter disappointment the earliest flight leaving Melbourne was flight number JQ522 leaving at 6:15 pm which we reluctantly excepted as it's banished all hopes of attending our show on the Sydney show boat cruise leaving from Darling Harbour that was planned and paid for, $300 unrefundable. To make matters worse this flight did not leave until after 7 pm. Irrespective of the cancellation reasons we believe it to be Jetstar's duty to have us on the next available flight even if it is with Qantas who wholly owns Jetstar. We relayed this to our travel agent who advised this was only ever the case if no Jetstar availability on the same day, however she did inform us there were suitable earlier flights which we could book starting at $600 per ticket upwards. End result was six hour delay and a $300 out-of-pocket .

Regards
Linda Hams
linda.[protected]@hotmail.com
[protected]

Dear Sirs

I made a booking for 3 adults on Jetstar flight JQ661 flying from Ayers Rock to Sydney on Friday 4 October 2019, departing at 215pm and arriving at 545pm. My booking reference is QCH57Y. The total cost was AUS$1029.49.

By way of background, my friends and I are from the UK and the intention of our trip to Australia was to attend a wedding in Sydney on Saturday 5 October 2019. We booked flight JQ661 so that we would arrive in Sydney the evening before the wedding to allow for rest and preparations.

The flight was cancelled due to a technical fault with the plane. Initially, we were told there was a delay and we would definitely be in Sydney that evening. We were in the airport for hours with limited, if any, communication. At around 7/8pm, we were informed that the flight was cancelled and we would not be arriving in Sydney that evening. Instead, we would be flying to Melbourne and then flying to Sydney the next morning. We did not arrive in Sydney until after 9am the next morning.

As you will appreciate, this caused us considerable distress given that the wedding was on 5 October 2019. We arrived in Sydney very tired, having had 2 hours sleep. Although we made the wedding, we were unable to enjoy it to the full extent in view of lack of sleep and preparation time. The whole experience put a damper on our Australia trip. Furthermore, we had already of course paid for a hotel in Sydney for the night of Friday 4 October 2019. The cost of the night in the hotel (Primus Hotel, Pitt Street) was AUD$343.54.

We now expect the following:

1. Refund for the flights in the sum of AUS$1029.49.
2. AUD$90 (AUD$30 x 3) as we paid for our own dinner on Friday 4 October 2019 and were not given cash.
3. Refund of the cost of the hotel in the sum of AUD$343.54.
4. An appropriate sum for compensation for distress.

I look forward to hearing from you.

Kind regards

Radhika

Hi am travelling from Malaysia to Singapore. Your check in counter staff are so roud and they have no manners. I checked in online still they make me wait in a long que. And they gave me the seat end of the airplane. If this type of services you provide to your customers so may be this is your company rules and regulations like that. Rude to your passengers. If you taking a revenge from your customers better you stop this airline and start bus services.

Jetstar being charged $60; excess baggage for my handbag, first time in 50 years I've been told to put my handbag on the scale. They did the same to two departing flights checked every passenger boarding and made an absolute fortune. I've had two attempts at chatting about my complaint they say they're ready to chat and then that's it end of the story as far as you can go unable to type to chat. Disgusting airline certainly live up to their bad reputation was the first and last flight with Jetstar for me.

On flight JQ128 Denpasar to Adelaide on Monday 14th October 2019, the cabin crew had started drinks service and were wheeling the cart backwards down the aisle for (possible) second service. My fiancee had been served his drink, however on the way down the aisle from the rear of the aircraft, the flight attendant that was walking backwards knocked his knee which then spilt his drink over his pants. My fiancee is over 6ft and had his knee facing out into the aisle as the seating is very cramped. We understand the accident here, however there was no comment, or apology, made by the attendant for the spilt drink or even an offer for a serviette. Once they had passed, my fiancee moved his knee back towards the aisle, and when the attendants returned back up the aisle they again ran into his knee. He said that this hurt and the response from the flight attendant was an extremely blunt 'well you shouldn' t have been in the way'. We travel quite often and have obviously had issues with seating space before due to his height, however we have never had such a rude response from a staff member. We unfortunately were not able to get this particular flight attendants name, and didn't want to cause a drama on board, however she was medium height, with brown-dark hair and glasses. We did note there was only one attendant wearing glasses. We are extremely unimpressed by this rudeness and would prefer not to travel with Jetstar again, especially if this is the level of service we would find in the future.

Please refer to the attachement.
I travelled to Danag Last year and was surprised to hear that you have used my card details without my permission to renew membership.
I am an elderly man and was really surprised how you could use my card details without my permission. I am really disappointed and would like you to return my money immediately. This is not the way an esteem firm like you should do to elderly people. You should have written to ask whether I wanted to renew my membership and card details. It is in bad taste for you to use my card as you are having my previous booking records. I sincerely hope to get back my money and for your information there was no request from me lately for renewal. Thank you

To whom it may concern,
My sister and I booked a flight on Jetstar to Honolulu on the 1st of October. We arrived early for our flight. We then waited in the airport for five hours for our flight to take off, with virtually no information on why our flight was delayed. Many people asked if the flight would be cancelled but the crew continues to make announcements saying it was not. They finally told us that our flight was cancelled because a crew member was fatigued. Because of our flight cancellation my sister and I missed our connecting flight from Honolulu to San Francisco. Instead of giving us another direct flight to Honolulu we then had to wait another night and then take a flight to Sydney, wait the whole day and take another flight from Sydney to Honolulu. Despite asking many times for help getting another flight from Honolulu back home or even an upgrade to better seating we were given no help or compensation. Instead my sister and I had to spend hundreds of dollars for another flight. We talked to different people both at Sydney and Melbourne. The agents we talked to at Sydney seemed to think that the agents at Melbourne could have transferred us to a direct flight to San Francisco through Quantas ( a sister brand of Jetstar) if they had been so inclined. Instead of implementing this simple solution our travel time increased two days and cost us hundreds of dollars. Needless to say that we are extremely disappointed in the service that Jetstar provided and would like compensation for having to waste three days traveling and having to spend hundreds of dollars, which as students is very hard earned money that is needed for other purposes.

I can not describe the level of frustration I have felt flying jet star! After having our first flight postponed due to technical issues and waiting a further 3.5 hours to board a new flight, we were then informed that this flight too had technical issues and we would have to wait at least another 2 hours. Despite many many requested for answers no one could seem qualified enough to assist us in fixing the situation!
Once again I can not express my disappointment! I had work commitments in melbourne which I could not make! I had family commitments which also could not be met. The jet star staff were under qualified to handle the situation and could not answer simple questions or offer any sort of suitable response.
I would appreciate this to be looked into and expect some sort of response on how jet star can resolve this for me.
Thank you
Anne d serjeant

I booked a return flight from Melbourne to Sydney for December 26th in July 2019, but due to reasons beyond my control we are unable to fly out that week and we don't know when will be the next time we can due to court orders. The court orders came in play wednesday 25th sept 2019. I have contacted jet star m spoke with 2 different ppl telling me my fares are no refundable and un creditable, which I understand BUT I am sure that you have the power to make expeditions instead of people losing out . These tickets cost me $822 which is a hell of a lot of money For me to just throw away. I'm sure that your airline can easily resell the seats and it's not like they will go broke . Maybe this is something that you need to look into instead of ripping people off. Sometimes things happen and there's not much we can do about it

Checked in bags after Emirates Intl flight, codeshare Jetstar Dom to CHC. Told needed new bag tickets so she weighed and put onto belt. She then saw duty-free bags with our other bag. Told had to weight them with carry-on bag as 'extra'. Advised 3kgs over and had not bought online so had to pay $30 each! I asked for checked bags back so could re-pack other bag into it. Was not allowed, had to pay $30.
Outrageous service when codeshare flight and not allowed to 1) move away buyonline nor 2)allowed to take bags back and repack. Either way 1.5hrs before flight, plenty of time. Duty free became high street price at 0530 in the morning. Jetstar wont help after 46 minute call and haven't sent email for online feedback as advised

I Sharon Bonanno,
Booked flight with your company and have done at least 100 occasions for private and business.
On the Thursday 22nd at 9.55am JQ flight gate 50, there was a delay to 11.00am of August. My staff & I were flying from Melbourne to Sydney for the up coming beauty expo.
Due to the delayed flight, and the extra hour wait, found myself giving up my seat to the elderly/ disabled on several occasions. On one occasion gave up my seat to the last elderly lady. When it was time for this lady to board her Brisbane flight I notice that this lady attracted the attention of one of your Jetstar ground staff and gestured for him to hold her walking stick whilst she was lifting herself out from her seat. He rudely ignored her and went to walk off and I walked over to assist the elderly lady with great pleasure.
Your staff member gave me a horrid stare and stood there watching me and I voiced she only needed a little help and with tongue in cheek said with a smile on my face and in a very jovial manner "you are lucky she does not dong you on the head for not helping" well did all hell break loose. He harassed me that he was going to call the federal police and have me charged with assault and ban me from flying. I and my staff witnessed the unthinkable and was absolutely shocked at being humiliated and treated in such a poor manner to no return. when I spoke with him for twenty minutes I was in shock to his treatment and tried to explain he had over reacted and caused a seen for no reason at all and simply took this out of content, no matter I would say he was treating me with such disrespect and wouldn't listen or except my explanation for helping a poor old lady. Threatened me more and then walked me over to lady staff member and I quickly explained what happened...her response was if he thought I was being inappropriate then she would stand by him. I apologised immensely at least twelve times as he kept threatening not to let me fly. He actually was more embarrassed that he treated the elderly lady so poorly that made several other passenger voice there opinion and showing their disapproval in his treatment others.
This particular staff member said he was the team leader and I also noticed he was on the tarmac helping out, thank god he wasn't on the plane as he made my staff and I feel that uncomfortable and left us feeling very distraught and placed a big damper on the day. Also passengers sitting around us very shocked with his behaviour and his bad manners.

I want a formal written apology from your staff member and he needs further staff training and especially treating elderly with respect and younger with compassion.
If I don't have a response from Jetstar and this staff member, I feel that strongly about what happened and scarred I will take this all the way to a current affairs.
The reason I didn't complain earlier is that I had another two flights with Jetstar upon my return from Sydney and felt I would be victimised off the same staff if we crossed paths. Just for the record my staff have written complaints as they were left completely and utterly gob smacked like me.

Sharon Bonanno
[protected]@amaraelegance.com

Booking Ref WLQ66N Flight JQ58 12/9/19

On the 12/9/19 we arrived 3 hrs early to board our flight home from Bali to Brisbane.I was very anxious to get home as I had news my father passed away the day before on the 11/9/19 which was really sad and I wanted to come home to my family. When we got to the airport for the jetstar flight home we sat in the boiling hot plane for 1 hr then told to go back out and wait a further 2 hrs in terminal due to technical issues. Only to have it cancelled. We were given no information but then to wait in another line to finally get put on a flight with Quantas via Sydney but nearly missed that because they couldnt get our luggage back in time.The staff were bringing 10 items up in a trolley which was slow and unorganised.My duty free was taken off me as I couldnt go back through with liquid. It was a complete disaster and jetstars handling of the whole thing was pathetic and we had no updates and no one knew what was happening. People were starting to get angry and loud.We arrived back the next day at lunch time.So it took 24 hrs to get home. I was charged extra for my carparking at the terminal and meals at Airports and the loss of my duty free all costing $180. When speaking to a Chat person they advised me they could only pay $30 per person in total but jetstar at airport on Bali advised they would reimburse all costs incurred . It was Very disappointing and traumatic end to our holiday.My Family and I are a regular flyers of Jetsar and truely hope this money can be reimbursed. Let alone the trauma and waiting which was very distressing. Also having to commute at Sydney airport from International airport to domestic and then again from Brisbane domestic to International to get car parked in Long stay. I have attached receipts but i do not have the Duty free alcohol as the hole bag was taken off me including receipt but I paid with cash and some portion of credit card which I have attached. Hopefully you can organise some sort of compensation either via refund or travel voucher.
Regards
Jessica Gibbons
1 Mingus st, Sippy Downs 4556
[protected]
[protected]@bigpond.com

Flying from Adelaide to Cairns on Jet Star JQ 0960
Flight was delayed for storm activity which was fine but once the flight began we had trouble with one flight attendant.
The main issue was that we had a daughter recovering from Gastro who needed to be changed. My wife was assisting me in preparing the area for a nappy change when the flight attendant (Blonde young girl with lots of make up and Tattoos on her wrist and back of neck) was telling us off for leaving the door open while my daughter was going to have her nappy changed. Then she said only two people in the toilet at once - we never all went in as a three and she kept on repeating 2 people at a time getting angrier and raising her voice at every time.
We asked her to calm down but she was absolutely terrible and her customer service was disgusting.
She couldn't understand that we needed the two of us to walk her to get her nappy changed as she was still unwell and recovering from Gastro.
The fact that she didn't care about the babies needs or ours as a family was horrific and what could've been an easy nappy change became a screaming fest.

24/9/19. Ref- ICFKKL. Somehow I booked a flight the day before I was supposed to. I clicked on their calendar online under the day and somehow ended with the day before. Once booked and seeing the wrong day I called within minutes to change to a day later at the same time.
I spoke to multiple people over the phone and the chat line to be told I can't change without being fined. Over 1.5 hours I ended up not getting the flight I wanted as it sold out, paying the extra charge plus the extra flight costs which had gone up a lot in this time. I couldn't get a refund as in the end that is what I wanted. Overall double the cost of the initial flight.
They all told me there is no escalation for complaints or refund. This is the worst customer experience I have seen in my 41 years. It could have been a 1st time resolution but turned into an ordeal. There must be a company issue to communicate with 4 different people and not receive basic customer service. I have never complained online about a consumer service before now. I'm traveling for work on a later flight now and have to explain to my employer why the cost are double than what they approved which I will probably end up paying for. This started as a $140 booking and ended justunder $300. I would like be refunded the difference, or refunded fully. On the earlier flight time if possible