Jetstar Airways
Reviews and Complaints

Myself and daughter flew out of Sunshine Coast on Friday morning flight JQ 785 seat 23C and 23D and after waiting one hour after depart time which is unavoidable and understand went to get one large suitcase to collect and rush to taxi as we were running very late for appointment practice noticed my luggage had missing wheel and hole in bottom. I have photos also. The bag was in perfect condition when I left it at Sunshine Coast book in. My name is Yael Dorsett and email is [protected]@bigpond.com and phone [protected].

Cancelled two international flights then failed to provide appropriate replacement flights. Cannot get in contact with them- spend very long time on hold on the phone with no answer. Repeatedly told when finally get through that ‘system is down' and they cannot do anything. Then after 4th call I'm told there is no flight for me to go onto (even a Qantas flight). No effort was made every thou I was going to miss my sisters wedding. I even spoke to Qantas who said they would be able to put me on a flight if jetstar would just call them and jetstar told me they cannot directly call Qantas- how ridiculous! Terrible customer service and money making practices with no regard for the customer and minimal compensation offered when they are at fault

booking ref te7tsv, friday 13 of sept19 brisbane. stayed at ibis airport hotel 12/9/19 to be at airport at 4 am. found txt message from jetstar 3.45 cancelling trip. went to jetstar check in for assistance. 12 passengers already there. told to see qantas to arrange bali flights [ $1200 ] no check in desks open until 6 am to book with. jetstar staff member then offered to fly us out on sunday and put us up in a motel until then. we paid for 7 full days and nights not 4 days holiday. told to contact eithet jetstar or our travel agent at 4"30 in the morning. thinking that because jetstar had cancelled the trip that we are intitled to a full refund. drove home to hervey bay [4 hrs] we recieved a phone call wanting a decision about the sunday flights or to contact flight center. as we had insurance covering cancellation we rang racq to be told because we didnt immediatly accept your offer jetstar is not responsiable. contacted flight centre to be told the same thing. we feel as no one from either jetstar or flight centre informed us at any stage non acceptence of the offer would result in loss of $2200. we paid for 7 days and nights not 4. I cancelled a weeks work plus my partner had to apply for holiday leave. we spent $400 in motel, fuel and food costs to meet your 4am check in. flight back from bali was 11 pm friday night then a 4 hr drive home. we did everything possible within our power to salvage some sort of 7 day holiday but been offered only 4 days was a kick in the guts. we feel that a refund will insure further booking with your airline [ we flew with you at the begining of the year to uluru with no problems] no jetstar or flight centre member at any stage informed us that we would loss all of our money.

I travelled with Jetstar airways from Sydney to Sunshine Coast on flight number JQ784 on 11/09/2019. I found a bag full of smelly rubbish from the previous passenger on my seat ( 22E) right after i was boarded. Brought it to the cabin crew's attention and asked them to take it . The lady ( her name is Ellen) had a surprisingly poor attitude and told me to keep the bag of rubbish in the seat pocket instead of removing it straight away. she didn't return to take the rubbish bag and eventually I had to ask another crew member to take it .
The cabin crew need to make sure the cabin is presentable and reasonably clean before the next boarding by at least cleaning the big pieces of waste! I paid for a clean seat not for a dirty filthy seat and not for the poor service like that! You can get better service at a public food court's table in a mall than Jetstar airways!

Hi there. My family is a regular customer with your company, but never experienced what we experienced on 26th 2019.After returning from Auckland. We both had allowances of 2carry on bags 1 to keep under the seat and 1 in lockup. We took our luggage and the carry on to the counter for check in but the lady checked in our luggage but didn't put tags on the carry ones, we were carrying cooked dinner as it would be late preparing dinner at home. But when we arrived at the boarding area our bags were weighed there, i agree it exceeded the limits and were asked to pay 180$but my concern is why the lady in front desk did not check it so we could have given the excess to our family to take back instead of throwing it in the bin. The lady in the back said we didn't take our item to the counter in fronf at all which she lied, you can check the CCTV for proof. This was our worst experience with Jetstar in our lifetime. Sad we had to throw our well prepared dinner in rubbish bin. I had to leave we tears .Thanks.

Ref: flight to Hawaii CYJ8ML

Hi Jetstar, I am writing in regards to our flight on 29/7/19.Our flight was delayed for 5 hours after we had already checked in our bags. There was no chance to go anywhere but stay in the Airport with our 2 young children and my husband who is on crutches. This was not not fun as you can imagine, finally we got called to the gate and after a further delay of 45 min we were told flight is now CANCELLED. I mean you clearly knew there was a major engineering issue with the door but made us wait hours. We got there 3 hours before at 1pm ... told at 10pm to collect our bags and come back tomorrow ! Mind you no announcement just word of mouth from passengers who got told from a member or staff. it was an absolute joke from Jetstar, everyone was very frustrated.
Due to flight cancellation we lost a whole day in Hawaii and our nights accomodation which we paid for in advance. I would like compensation for our loss of day and that nights accomodation as we didn't get there until 3am the next day.
We understand cancellations happen but some communication from your staff would of made the situation a lot better.
Please see attached invoices from hotel and pics as evidence .
Hope to here from you soon
Helen Byrne

I wish to voice my displeasure about a extra charges I had to pay owing to the following circumstances.
1. I tried to book return flights from Melbourne to Cairns departing on 9th Sept 2019.
I did this on 2nd August 2019 through the internet BUT got to the last step( I think
was the 5th step)) and the Jetstar sever went down and I was unable to completete
the transaction.

2. I then rang Jetstar on the 13 number for assistance and the girl appeared were
helpful to attend to the booking and email me information later that day.

3. E mail was received a few hours later and on checking she had the incorrect return
flight date ( 10/10 instead of 2/10)

4. I immediately phone Jetstar about this error which was corrected but with a
charge of $170-.

My concern is that I believe it was an error by the agent of booking the wrong return fight, and therefore I do not believe I am responsible for this penalty.

It is bad enough that the airfares for myself and wife Gail have increased from the
internet price of $988- to $1, 393 plus the penalty of $170 when booking with the agent.

My booking reference no. is H13LVJ.

Your assistance into looking at my concern would be appreciated.

Ken Bennett.
[protected]

To whom it may concern,

On Friday 9th August 2019 I boarded flight JQ609 traveling to Avalon airport Melbourne from Sydney.

Due to the heavy winds a lot of the flights were cancelled that day which left my flight completely full.

I sat down and took my set (27C) which was an isle seat.

Passengers were trying to force there belongings into the space above my head which it clearly couldn't fit. The luggage of this particular passenger fell from above and fell straight onto my head. This caused me to have a head ache for the whole flight and neck pain which left me uncomfortable and very light headed.

I fly with jetstar with all my flights and I've never been faced with something like this yes this was an accident but I believe if the staff were more considerate and available to help passengers find available space for their luggage issues like this would not of happened.

My flight on the way back from Melbourne (JQ608) wasn't as discomfiting as my first fight but I would just like to advise that your staff member Joy if I read her name badge correctly has no customer service stills what so ever ! The way she spoke to passengers and the tone used was very unpleasant and welcoming! In this type of industry people like this shouldn't have this type of role which customer service skills are needed !

Regards,

Kaylar

My travel agent Fly365 upgraded my Jetstar flight JQ30 (reservation no: TIBLFW) leaving Bangkok to Melbourne on 13 August.
We upgraded as we are old and tired after 1 month visit to see the grandchildren.

It was stated that meals would be provided on Business Class. But when I requested to have a diabetic meal, I was told that was not possible as they don't provide that meal and all meals are only provided if available.

This came as a surprise as all the airlines I have travelled with will provided diabetic meal if requested. This medical condition can be dangerous if no meal or no suitable meal are provided.

Since Jetstar cannot provide this service, I requested a cancellation and refund so I can book with another airline that can supply diabetic meals.
They asked me to contact my agent who informed me that they were contained by the "rules and regulations" set by Jetstar. I have informed them that Jetstar was taken to court by ACCC for misleading and unconscionable conduct and was fined $1.95 million.They were also required to re-write the rules and regulations and published them on their website.

I want a refund.

During check in for flight JQ771 I had both my bags weighed, which is fine that's expected. I had made sure that my bags where spot on before I arrived at home

When they were weighed my carry on which didn't include my purse was 7.5kg the lady said that was fine and then placed an already been weighed tag on my bad.

Once it was time to board, they wanted to weigh my bag again I told them it had already been weighed but they didn't care and they also made me include my hand bag. Needless to say I had to pay $60 for over weight. I didn't have the money. And had to call my boyfriend to transfer money 15 minutes before the flight!
They wouldn't accept cash either...

Needless to say I broke down crying trying to pay for something I had already checked I didnt buy anything or add any weight to my bag, but the included my purse. I'm so upset and I've been crying ever since. I feel it was wrong to do what they did weighing an already weighed bag and making me include my purse!

I will never fly Jetstar again and I will blog to ensure others don't aswell!

Good day,

I want to file a complaint regarding the people working in the counter on july 26 2019 flight to narita. manila international terminal - flight GK40

I was excess of 15 kilos and i understood well i have to pay for it. I have nothing against the payment and noted that i will pay it to tag all the way to Tampa florida. They explained to me that i need to remove the excess and put it in another luggage as one of my luggages was 37kilos. I was upset there was no assistanxe on how they can help me. They just blatantly noted that i need to be back before 2355pm

I came back and i was frustrated and upset as no assistance was even offered on how i can deal with my luggage. As i sorred the issue, while talking to my family on my phone.One staff named Mr bryan ayatin assumed and accused of me of taking a video and photo of one of jetstar staff. Suoervisor Bryan Marforie was there during the incident but did nkt fo anything regarding his staff behaviour. To be honest i have no time of taking a video and doing bad things to people. I was talking to my family in relation of my luggage problem. This is such an unprofessional way of dealing with customers. And the staff, miss june stated she will not checked me in if i wont erase her photo or video. This is a form of harrasment! Its such a shame they are working in the airlines with this kind of rude behaviour. I did not take any photo or video of her. I want to see an action from the airlines regarding the staff involved on this. Such a shame!

I received an email from Jetstar saying business upgrade was available for our flight
attempted to take advantage of upgrade but going onto link provided was unable to change to business class. still receiving emails saying the flight was eligible for upgrade still unable to get the upgrade, twice contacted live chat and "Jess" no one able to give me any help to take advantage of offer, contacted by phone and told they were unable to help
This is just a con and false advertising
The booking is WYCW3B

On the 26 th June 2016 our flight JQ7 from Tullamarine Airport to Changi Airport was delayed by 11 hours, thus causing us to miss our connecting flight to London Heathrow at 10.35 BA 16 leaving from Changi airport that same night at 10.35.
We were then obliged to wait another 12 hours at Changi airport before we were accommodated on the next available flight on the 27 th June at 11.15 pm. Jet Star put us up at a hotel on the evening of the 26 th June, (requiring us to check out with our luggage and get visas when we should have been in transit ) . The next morning, after 3 hours sleep, we were required to return to the airport due to incorrect information at the Jet Star desk telling us we were required to make our own arrangements with BA regarding our onwards connection to Heathrow . On returning to the airport we found this had been the wrong information and BA had us on standby for a flight at either 22.35 that night or the 23.15 that night. We were obliged to remain at the airport for another 12 hours with our baggage, on standby before we could check in again . We are pensioners and found the entire experience very distressing . Our wish is to claim compensation and would like forms sent by e mail to ‘ [protected]@mac.com . Booking reference for our flight is as follows : Booking ref:1426652
Our ref: TH71878
Airline booking ref: LF8ALE
E/ ticket numbers : [protected] 19624( William Steele
& : [protected] 19625 ( Nasreen Steele)
Please send the required forms so that we can process our claim .
I have tried to contact your company via your website but it has proved very difficult to actually speak to someone, and your on line questionnaire with canned responses does not cover our request . Thank you

Flew from Melbourne to Ballina on Tuesday the 2nd of July 2019 - JQ464.

The flight was going as it usually does - I have flown to both Sydney, Melbourne, Darwin and Bali on Jetstar heaps - until one of your staff who must have been the flight supervisor when of her head about to the gentleman called Tim I think, sitting in seat 04D. My wife was in 04E and I was 04F.

He had just ordered and paid for some food for his wife, who was in seat 04C with her two children, and and bottle of red wine for himself. The male hostess who served him gave the items to the wife and she passed the wine over to her husband. This was his second drink like myself and we were well over half way through the flight.

Both this fellow and myself asked for two bottles of wine and she said could only have one at a time however I paid for two and he only paid for his and his wifes one bottle wine each. He or his wife paid for the other and the food.

The lady hostess came up and abused the hell out of him as he was talking to us and opening his bottle and not in a quite voice but what would have been heard by half the plane. She told him he shouldn't have taken the wine of his wife as she could lose her job and just when of her head for around 2 minutes.

Like I said I have flown heaps on Jetstar and have never seen that before.

"Tim" said he was totally embarrassed and if he had done the wrong thing he would have understood but was enjoying the flight, a conversation with my wife and I and having a quite drink before having a holiday in Bryon Bay .

The male hostess didnt say boo possibly didnt want his head chewed off also.

To me this passenger did nothing wrong. He wasnt drunk or affected by any means. He said his two kids were near in tears from the outburst and his wife was horrified at what had just happened.

If she felt he did something wrong she could have asked him first why his wife gave him the wine and gone on in a more professional manner as most of your staff would have done.

She was just basically rude and full of self importance and I wonder how many people that heard her would fly Jetstar again! I am glad however that most of the staff on Jetstar flights I have been one have been excellent to say the least but this one was pure evil I am sorry to say. She does not fit in with that type of job.

I suggest that she or her boss writes a letter of apology to that family instant.

I still shake my head when I think of it.

Cheers,

Patrick Kearney.

mad.[protected]@bigpond.com

[protected]

Booking reference ALL3FX. Yesterday at SYD airport, staff was checking the handbags. I must say she was young, enthusiastic and a loyal employee however she should be trained on customer service. We had 2 handbags and my wife's handbag which had her personal items/laptop and was weighing 16 kilos and she wanted to charge us $60 which is ridiculous. We have traveled all over the world and no airline actually weighs ladies handbag/personal items. If your staff had advised us that flight was delayed by 90 mins, we would have checked the items we binned properly instead we threw expensive items as we did not want pay $60 on principle. Besides us there were few more irate passngers regarding the hand baggage.
Scheduled departure of the flight was 1600hrs and flight crew came at 1630hrs and flight departed at 1730hrs. There were 4 staff standing at the counter and no announcements re the delay, nothing from the captain or cabin crew and we ended up paying for extra 2 hrs of parking at MEL airport. Where is your customer service gone?

I purchased one ticket for my niece Booking ref HFSM2M for JQ-531 flight. I dropped her on airport and she was on queue. I understand bag drop closes 30 minutes before. Your counter was too slow to book the bag. When my niece present front of counter it was 06.14 and booking officer refused to take the bag for the flight and bound her to take next flight at 07.00 and charge $75. My niece request to send the bag on next flight and let her to board her flight but they didn't cooperate. May Jetstar earning some money on that way but losing customers confidence. It is your limitations that you can't serve customer quickly. But why I will pay for that?

Jetstar I am writing about an incident on flight JQ116 departing Perth to Denpasar on the 10th June 2019.

The flight was delayed due to reasons that were never made totally clear. By 4.5 hours. That's fine. It happens. However, the incompetence of your staff and their medical emergency training is not acceptable and should never happen.

At 11.30pm my mother passed out and became unresponsive. We already knew there was a nurse on board due to another passenger having a panic attack. My brother yelled for the nurse as my father supported my unresponsive mother who had passed out. The nurse arrived and couldn't determine my mother's pulse. Her lips and eyes were blue. The nurse yelled for your crew to bring the oxygen. They could not get the medical kit out of the cupboard it was stored in. The cupboard was too small and had a faulty door. They finally got it out and the nurse was yelling to hurry. They then walked up the aisle, instead of running the oxygen. The nurse yelled again yelled we are losing her. The nurse got it and tried to use it and found the oxygen was not working. It was not filling with air.

Once they eventually got it working they were then trying to get the medical bag open. They could not get the tag off it and again my mother lost consciousness and started to go blue. They urgently needed materials. When they got the bag the stethoscope and blood pressure machine were in bad condition and were not working. Another nurse on board had their own and used it. Eventually they got her awake and alert enough to speak. They then tried to test her blood glucose with the needle and when they had to discard the sharps there was no sharps container. This is highly dangerous for staff and other passengers.

On arrival we assumed a doctor was meeting us, as the air hostess was on the phone to air control. However, when we got to the airport there was no assistance. We got out last due to having to help her down the stairs. We then had to stand in a hot airport for over an hour with no seating awaiting passport checks. At the very least airline staff could have given a wheelchair and rushed her through with a family member. She could have been taken straight to our hotel instead of waiting another two hours after a medical emergency.
After this we then found our bags dumped and alone. At no time did the airline give any assistance.

The nurse involved said she is making a formal complaint. She was not exaggerating when she stated our mother nearly died, due to your lack of equipment and training. Your after care in such situations is also lacking.

I am writing in a formal complaint to ensure that no one dies on one of your airlines due to lack of training and working equipment.

Please contact us on the email above before we fly home on the 17th.

Yours Faithfully

Your service here in philippines is far different from the service in singapore. The staff are very unprofessional & impolite! My flight was on June 4, 37 762 Time 10:30am. Your staff name Shima is very rude! Even the supervisor who handled my complain is far way worse than a supervisor should be. Nakikipag usap sakin while usinh his phone! Unbelievable customer service you have! You should improve! You'll soon realize you a losing a loyal customer

CCEM9F

I recently upgraded my flights (1500.00 AU) so I was bale to change my flight destination. This was done and flight was changed from Melb - singapore. Not long after making my booking I received an email stating that Jet Star are no longer flying direct to Singapore and they changed my outgoing flights which no I have to go via Phuket... My return flight on the 05/01/2020 has been moved to a Qantas flight. My original booking that I have paid a total of $6140.57 - which included seat allocations and Business Class. The return flight on 05/01/2020 - Which is Business Class cannot have the seats allocated as its a QF Flight. I get that Jet Star and Qantas are seperate entities but if Jet Star have moved me to a Qantas flight I should still be able to have my options of choosing my seats. I have paid a lot of money for this and the service that I have now paid for that I cannot have. I booked these specific flights as they were direct flights - I get that Jet star have altered their flights but now i am disadvantaged -
1- not a direct flight to singapre
2- cannot book my seats in business class
3- paid for a service I cannot receive

Please try your hardest to assist me

Regards

Susan Park
[protected]
[protected]@bigpond.com

JQ01 - departing Melbourne Sunday 5/05/2019 at 3.45 pm.
Direct flight to Honolulu arriving Sunday 5/05/2019 6.15 am.
JQ02 - departing Honolulu Friday 10/05/2019 8.00 am.
Direct flight to Melbourne arriving Saturday 11/05/2019 2.55 pm.
We booked return flights with Jetstar through our Flightcenter store in Lilydale Melbourne in early December 2018. At the time we were asked if we were happy to go through Jetstar. We had never used Jetstar because we like using Virgin Airlines, but agreed to give Jetstar a go. The flights were to be direct flights - both ways, seated together and with a window. At the time we booked, we were also allowed to choose where we wanted to sit on the plane using the computer's visual of the aircraft. Happy with the booking we paid.
The Wednesday before we were due to fly out, we received an SMS stating that our flight to Honolulu had been cancelled but that we had been "Upgraded" to another flight going out from Sydney. We then had to find time to go back to our travel agent for the new flight information and connecting flight information.
The connecting flight now JQ506 to Sydney departing 9.10 am on 5/05/2019. Seats 4E + 4F.
The new flight to Honolulu was QF6403 departing 4.25 pm direct flight to Honolulu arriving at 5.40 am the next morning. No seats as yet.
This new flight time was our second inconvenience as we then had to bring our plans forward by 7 hours, make amended arrangements for our pets, and stay the night before closer to the airport. Originally, we had deliberately opted for the later flight so we would not have to do all this unnecessary fuss about but now it became necessary-sigh.
Our connecting flight was OK - no complaints.
On arrival in Sydney, is when the inconvenience became the nightmare. We suddenly were made aware how inconvenient we were to Jetstar. The staff seemed visibly aggrieved to find an entire plane from Melbourne had arrived needing assistance to get to their connecting flight. No one wanted to divulge any level of help. One passenger managed to find out where we needed to be to get to our tickets, so like lost and forgotten sheep in a distant city were herded together and waited for our slaughter
We waited for three hours being totally ignored and I was scared as this is not my home town. They could see us, they just ignored us.
We did all stay pleasant to be fair. The female desk attendant who served us was quite abrupt to us. Noticeably stressed from the facing situation, but we didn't cause this or do anything wrong. After which we still had a further two and a half hour wait before getting on the plane. We were allocated 74 G & 74 F the worst seats on the plane.When a flight attendant came around to ask if we needed anything and I asked for water, his reply - "as you are only drinking water, I will give you this one but in future you can use the tap at the back". What did I do wrong?
Feeling claustrophobic, hot, woozy, - not sleeping - locked joints, aching backs, cramps, unable to move in and out of our seats effectively, we silently suffered on through the night not feeling very valued at all. Oh yes and the reclining of the seats in front made for an even more squishy experience I never want to relive. Cattle Class to the slaughter would be a more viable terminology than valued customer.
Before we all alighted, the flight attendant came over the intercom with his spiel thanking us for travelling with Jetstar and how we were valued customers and that they look forward to us travelling with them again. I was so angry.
Now we move onto our return flight.
JQ02 - departing Honolulu Friday 10/05/2019 at 8.00 am direct flight to Melbourne.
Remember… we booked and paid early December 2018… we requested to be together with a window…and selected these seats as well.
We selected our seats using Flightcenter's visual seating….Now we were given our new seat numbers. 45G & 46G not even together.
I am sick of excuses from Jetstar - because that is all that they are - excuses - it makes Jetstar advertisements even less credible.
The two people sitting next to me were not happy with their seats either because they had selected other ones - but they said "What can you do? It's Jetstar". They also let me know that they booked tickets a long time after us - but hey they still got to sit next to each other at least- and with a window.
In closing, our experience with Jetstar has not been a pleasant or positive one. Jetstar inconvenienced an entire plane of passengers from Melbourne - if the plane ever really existed. This should never have been allowed to have happened.
But I feel we need some sort of compensation as this was horrific to live through.