Jetstar Airways
Reviews and Complaints

To whom it may concern,

Mobin who was checking in bags for flight jq234 from chch on 8/1/19 has upset me deeply and as a result I will refuse to fly with jetstar again and will happily tell everyone to do the same. The first I saw of him - he was arguing with a couple about weight of a bag in an unpleasant and distracting manner. The couple ended up walking away and not even checking their bags in with him. I was next - he was so rude and said in an extremely sarcastoc tone "you really think your bag is under 20kgs?!" I said "i'm not sure, I guess we'll see?" which I believe is why there were weights in the first place. I was obviously by myself and he kept pestering me about if I had people to come pick stuff up (I live away from home and did not pick up when I was getting upset) and kept asking me personal questions about my family. I burst into tears purely from the tone and way he was talking to me and then he rolled his eyes and said "don't cry". His other teammates were giving him looks as if to ask "tone it back" or "be nice" but he was indeed the opposite. He made me pay $150 for an extra few kilos which I didn't have to do when I flew here with exactly the same amount of stuff just before christmas. That was the least of my worries though, I was appalled at the way I was dealt with, he personally upset me and I know he did the same to the one other person I saw him dealing with. This is the first ever complaint I have ever done but I felt so strongly about him and don't think he should be working for you as he definitely doesn't align with the values and "friendly" atmosphere you advertise yourselves to be. If I see him again when I don't have tears running down my face I will tell him personally how he made me feel and I suggest he changes his approach drastically if you guys are silly enough to continue hiring him that is. Definitely not good with people at all. And is unable to pick up on social skills. I appreciate your tim in reading this and hope it is of some help. Thank you so much.

Kind regards,

Grace

I was supposed to board the plane from Sydney to Melbourne at 2 o clock witch was rebooked because my original flight at 8 o'clock was canceled. train was running late 20 minutes so I book in online and for some reason it only book a boarding pass for my return flight witch is a week from now but had both flights on the screen stating I had boarding passe's and it say passe's not pass and yes I was late and I totally admit that I had no control over the train not running on time but when I had noticed that something was wrong and mind you I actually showed the pass to the staff before bag check and they said it was fine but wasn't and not what I'm actually complaining about think I was terminal 34 the rude girl beside the counter that is who I'm complaining about I ask for help didn't understand what was going on this girl was not helpful in any sort of way in fact she actually started putting words in my mouth and being aggressive at me about things I didn't even say not once did I ever say why the plane wait for me I am not an idiot and she starts carrying on to me saying the plan is not going to wait for one person witch I never even said at all in the first place and when I said back I didn't say that I just wanted to know why it didn't book online but it book the one in a week advance? The response I got was you didn't book in but I did at 1 o'clock on the train and the other was what do you want me to do about it very helpful indeed and at the point I was pretty fed up with the poor attitude realised I was getting any where with this coz she just did not want to help and just kinda wanted to leave but I did ask for her what her name id and she covered her name tag at that point I just walked away from her rudeness this girl has dark and and wears pretty heavy dark eye make up Olivi skin she was pretty much the only person I interacted with today and will be the last I will not being using your company ever again your staff are the face of your company and that's who you hire good luck

Hi,

my flight and my daughter's flight was cancelled on the 15th December 2018- flight number JQ43 from Melbourne to Denpasar. We were told we will get a refund within 10 business days and we still have t got the refund. I need to money at we had to buy new tickets at a more expensive rate. Please refund our money.

The travellers names: Lawrice Gloria Sami and Tanisha Shikyna Singh. Please Refund otherwise we will go further with this complaint.

Thanks

On 29/12/18 i received an email from jetstar advising me to take advantage of this great offer; I proceeded to answer a number of questions to qualify, after which I was given a choice of gifts . I selected a premium+ 2018 samsung 49" QLED TV, costing $1.00 delivery charge. After supplying credit card details i was advised that I had entered into an ongoing monthly subscription of $50.00, and that I needed to cancel within 3days to unsubscribe, which I have tried to do 4 times without success. I want this cancelled immediately and do not want this ongoing $50 to be debited to my credit card Your associated company Lotto24.com.au is handling the transaction. Order# 40215.
Thanking you,
Trevor Ellaway. ([protected]@optusnet.com.au) Ph. [protected]

Book ref KOKSOT

I arrived for my flight to the Gold Coast, to find I had been shunted to another airport at another time.

Worse this was with no notification. Jet star blamed your organization for not notifying us.

Irrespective I now have an 82 yo woman waiting for us at the Gold Coast airport and a daughter flying in from New York expecting to see us shortly afterwards (at Brisbane airport).

This is the first time I have used a third party to book flights for me.

It will be the last. It will also be the last time I fly with jetstar as the airport here is a shambles and I'm also thinking they wouldn't shunt customers who purchased directly with them, made worse by the fact we purchased ours well in advance.

This really is an unacceptable situation

Simon Adams

To Whom It May Concern,

On 17th December 2018 I boarded Flight JQ 128 at Denpasar airport destined for Adelaide.

At first I was slightly entertained at the brazen rudeness of your crew, as were the other passengers, until it seemed clear it was something they were going to maintain throughout the flight with great consistency and dedication.

It soon became appalling. Apparently one worker in question, who actually physically pushed me and who's name is Merril, is well known to some of the other passengers who've had the misfortune to fly with her before. Her gobsmacking eye rolling at the mere suggestion somebody should order something was, I'm sure, not in your best interests as a business. I do believe your food and drink sales are a nice bonus to your profits.

There was also a tall, bald man who was extremely rude.
How dare your staff think they can tower over me and stick a finger in my face when I ask a simple question politely and then justify it loudly and consistently with some excuse which does NOT warrant such behaviour. It was the behaviour of a man who would definitely not behave that way to a 6ft bikie.
Shouldn't your training cover this?
He did, however, fill my bottle with water begrudgingly and it was at this point I went down to pick it up that your staff were huddled around the water dispenser and your Merril pushed me away telling me to use the toilet down the other end of the plane.
It was all very weird and I ended up pouring my water out thinking I did not trust the situation. Sure enough, out came a chunk of human spit. Disgusting!

There is absolutely no reason for this behaviour. It is inexcusable, arrogant and unnecessary. Unfortunately, no matter how polite people were to them this unprofessional disinterest in their vocation and obvious joy at treating people with such disdain was maintained throughout the whole flight.

At what point do your employees think they can behave and engage in such awful behaviour from sarcasm to belittling to bullying?
The passengers were not rude to them. I never heard one passenger speak to them in a way which deserved such nastiness and I most certainly did not!

The fact that people speak of this as Jetstar Culture should be of great concern to you as a business. You have a responsibility to paying passengers to employ staff who behave in a manner which does not abuse their position.

I was disgusted at what I saw, heard and experienced. You need to take this stuff to task. I cannot believe that the people on the flight who had had this experience (sometimes more than once) in the past have not made notice of this.

I truly hope you see the way to taking this seriously. You take your customers money. You need to take responsibility.

Flight to Hobart at 5:45pm today was cancelled due to extreme weather at Sydney airport. Next available flight not till Sunday morning. Means I miss a very important family function. Not JetStar's fault. These things happen.

However, when I expressed my dismay about missing the function to the staff member at Gate 57 she refused to serve me because I was making my issue "personal" which was apparently upsetting to her.

I left the airport without being able to rebook a flight, or obtain a voucher. I t's taken me hours at home to sort things out on the phone by calling the JetStar complaints line.

I understand that severe weather stops flights. However, the manner in which JetStar dealt with this situation today was woeful. There were few announcements and not enough staff to help passengers with rebooking flights. Any available flights were gone by the time I got to the front of the queue and it was impossible to book anything on line, though I tried repeatedly.

Message to staff: All you need to do is show a bit of empathy for the situation that passengers are in. We get that it's not your fault. We get that you are busy and stressed, but we are paying you. We don't pay you to be rude and unprofessional.

I have flown JetStar on an average of once a fortnight for the last 6 years.

Never again.

So we were suppose to fly on jetstar from melbourne to singapore (as a stop to continue into our next flight) The flight was delayed by 50 minutes which isn't that bad until we arrive at singapore and were then told that we had missed our second flight going to vietnam because of the long delay from our first flight. We had a jetstar staff accompanying my family and 4 other travellers. The staff literally did not know anything hat was happening, we didn't even know when our next flight would be as we were told that jetstar would sort out everything. We had to collect our luggages but OF COURSE there had been a mishap and only 1 of the 5 other luggages were sent to singapore and the rest were in vietnam. We spent 2 hours waiting at the lost and found area at the airport. We were told that jetstar would also book a hotel for us to stay in until the next day. Our group were waiting sitting on the floor waiting forever to receive some answers from the jetstar staff, but the staff wouldn't even respond until everyone from our group started arguing from the staff. Finally we were escorted to our hotels. The people from our group demanded the jetstar and hotel staff that we should get free meals as jetstar was at fault for causing our troubles. They resisted but since we were scolding them they accepted. At midnight we received a message saying that our luggage from vietnam has arrived here, we picked them up but still one of our luggage was missing. The next morning we spent hours asking the airport staff about our missing luggage, staff were unreliable and never answered the calls. When we were trying to book our next flights to vietnam, the staff asked us to wait and comeback at 1:00, 1:00 passed and the staff was nowhere to be seen. When they came back, they were being slow and my family was panicking as our flight was about to board soon. The attitude of the staff was also unprofessional, she was laughing and talking to her peers when we were in need of assistance. At the end everything was okay, we were able to get all of our luggage back. Overall my experience with jetstar hasn't been good, the staff are NOT helpful they seem untrained or just lazy. Flight service was okay considering that it's a cheap airline. I've heard worst when it comes to plane delays but still I wouldn't recommend flying on jetstar unless you prefer cheaper flights and you've got big patience.

I want to put on record the absolutely pathetic service received from jetstar yesterday and the fact that this is now the second time that this has occurred with the same airline. We were informed at 2.30am that our flight at 8.55am was cancelled. Got a hold of the airline eventually after waiting over 30 minutes on hold, only to be told that earliest flight was 16.10pm. Spent the next 2 hours trying to get confirmation from qantas of the booking as the last time this happened, qantas did not have booking details at the airport and the service and staff were just as pathetic as the jetstar staff. Getting back to our flight delay, very conveniently in your fare rules you have stuck some clauses that absolves you of all costs incurred due to cancellation of flights etc, my fault for not checking that but my question is that fair? You have inconvenienced me, by cancelling my flight which I booked and paid you in advance for, and I must now pay $50.50 for parking over time in melbourne airport, $20 for parking in brisbane airport, $30 for an extra day to my dog sitter and not mention the time spent trying to get the qantas booking reference numbers so we know our substituted flight was confirmed.
Absolutely pathetic service, and I for one will never fly jetstar again, just as a matter of principle. Probably means nothing to a pathetic company like this as it is obvious that customer service and satisfaction comes last and profit maximisation is all that matters. Greed like this is, is the downfall of our modern society and good luck to jetstar and their management.
Regards
Just 4 less customers

Today I travelled from Mackay to Brisbane on JQ887 Seat 2E Air Bus A 320
Really expensive air fare and got hit up $60 to put carry on into cargo . That's okay.
what really got my attention, on boarding was the amount of fuel pissing out of the main fuel tank onto the concrete apron.
I, m thinking over pressurisation during refuelling, but no was still pissing out at Brisbane airport.
I, m a mechanical engineer who also did a trade in air frames and engines 817 squadron. I was inMackay as a result of an accident investigation
Now it would take some real debate to convince me that what I saw was normal in a passenger jet . (wet start might might have caused a few problems)
You will need to convince me that you are going to check this out,
Jim Dixon
Ph [protected]
Home 02 [protected]

Shocking service from Jetstar. A flight that should have left at 11.10am has still not left at 1.35pm and we're advised it should now leave anywhere between 2.30 and 4pm!

A meager $8 voucher handed out - that won't even buy 2 coffees! Not much for someone sitting at the airport for 6 hours because of Jetstars inefficient service. Very poor communication and an airline i won't use again and will suggest that to anyone thinking of using them. Stay away from Jetstar!

Dear Jetstar,

My name is Yildiz Mazzone, I had a return flight from Melbourne to Hobart on the 19th of November flight number JQ707 departing Melbourne.
My flight in the 21st of November JQ708 departing 1 pm was cancelled hours before, no other flight option was available, causing my partner and I to stay the night and close our business on the night. Which a restaurant bar. Meaning loss of income, paying wages, rent etc.
Also having to book accomodation last min costing us 300 dollars due to last min prices.
Jetstar then rebooked our flight for 10:30 am on the 22nd of November JQ702 only to find out at 5 am in the morning via text that this flight also had been cancelled and the only option that day was the 10:30 pm flight.
Following this we called Jetstar for a resolution but customer service could not offer us anything. No solution!
So we decide to book a flight with tiger airways costing us 300 dollars! Half hour later we get a phone call from Jetstar offering us a 4:50 pm flight. Too little too late!
This has cost me 1000 dollars extra than I had planned along with loss of income!
I will never ever fly Jetstar again. I will be posting this on every website that relates and will tell family friends and work colleagues and clients to never fly Jetstar.
Unless I am compensated for the stress and loss of money!

Hi both my cousin and I booked same flight at the same time we both clicked on the $319.00 fare she checked out and was charged the $319.00 when I checked out I was charged the $380.00. My frustration is why is your sight allowing customer's to click on the same flight same price but come to check out you guys are scamming customer's by charging them more then the advertised amount. If there are NO MORE seats left you SHOULD NOT be advertising this price because this is false advertisement. My cousin's Ref number is JJDI9A and mine was VMHRXK you will see we both booked at the same time and we did it individually because she is paying on her credit card as I am paying on mine. I cannot believe you guys have charged me an extra $183.00, it is not about the $183.00 it is about the FACT you guys advertised an amount and come to check out you guys charged another amount. I would like the $183.00 refunded to me otherwise, I am happy to take this matter to Consumer Affairs and the Ombudsman for this is "FALSE ADVERTISING" and no where did it advise me I was going to be charged the next fare amount. I would like a call back urgently on this matter please. Zalfa Baalbaki [protected]

I wish to advise your company that as I understand International flight rules were broken on this flight they was a sick passenger on said flight and the chief cabin person was organising some relief for her with the assistance from a passenger about an hour into the flight, one of the flight crew either the captain or the fisrt officer came out from the flight deck and went to the toilet as I understand international rules state that if any one of the flight persons leave the cockpit that one of the cabin crew must go into the cockpit while only one person is left in the cockpit this was not done and after he had finished in the toilet he then stood in cabin crew area and spoke to the head cabin crew person before going back into the cockpit I suppose to get an update on the sick person I will also be talking to the Air traffic control people as to what occurred to see if any breach has occurred I await your reply on the matter before I talk to the ACC at the end of this week if I have not received a sufficient reply I had a good view of what happened as I was sitting in row 4c

thank you
Terry Hastie

email is: [protected]@outlook.com

at about 11:4o o1th November 2o18
at Gate D48 I went across security scan to embark the flight number 3K five zero nine
The security officer picked up my small, centimeter long, stainless steel fingernail clipper, fromm my waist bag.
She confiscated it, and registered my boarding pass. She told me I breached the safety regulations this item are prohibated to carry on board.
I travelled with this absolute harmless nail clipper along ten years. Can not make any damage to aircraft, or crew and passangers.
It seems She was over zealous, she should like to produce a result of her work, no matter the picked up item's nature. She makes her decision on her own.
I travelled with this nailcipper 1o years along scanned at Airports: Berlin, Budapest, Cairo, Cologne, Frankfurt, Kiev, Moscow, Doha, Bangkok, Helsinki, Kuala Lumpur, scanned all times, without any problem

Please be look after, and return me my dear nail clipper.
Kind Regards Bogozy Janossy Laszlo [protected]@freemail.hu
At now I am living at Thailand.

Hi,

Flight info;

JQ945Jetstar
Airbus A320
Starter
Flight duration: 3hr 25min

Cairns

Fri 19 Oct 2018
6:15am / 06:15
Cairns Domestic Terminal I was returning from a holiday in Cairns with my husband with Jetstar airlines to return to Melbourne.

Previously when travelling I have never weighed in my hand luggage. So I didn't realize that your airline has a 7 kg hand luggage limit.

When we got to the boarding gate the attendant told us to put our hand luggage on the scale in a sharp and brisk manner. While my husband was arranging the luggage, she tells him 'No don't touch, move back" as if she was scolding young children. I was highly unimpressed with her rude and un-australian manner. When she realized that the baggage was too heavy she immediately told us that we had to pay $60 per suitcase without giving us any options of throwing away things we don't need. She then said that if we don't hurry up we will miss our flight and the suitcases are going to go on the next flight because apparently it was to too late to put them on our flight. She didn't let us take out things that we needed for the day since our suitcases would only arrive later, threatening us again that we will miss our flight. This behavior is unacceptable from a service we are paying for! Treating us this way was very degrading and unprofessional. After a beautiful holiday this treatment gave us a very sour ending which was very disappointing. We had saved up for this holiday and an extra $120 was not in our budget.

If that wasn't enough trouble when we got to the airport in Melbourne they told us that our bags will arrive around 2-3pm And they will give us a call around 2pm. Since the attendant in Cairns airport didn't allow us to take out things that we needed we were obviously very anxious to receive our bags. We are religous Jews and since it was Friday and we keep the Sabbath so we could not receive our suitcases after 7:30pm. This is because we cannot buzz someone into our building and cannot sign. This is from sundown Friday till sundown on Saturday. I then received a call at 4pm saying that our bags will be send out at 5 and can be received till 8. I tried to a ask the customer service rep if we could have our bags before 7.30pm and she refused saying that I'll have to come pick up the bags, I was not able to do this and she said if I can't pick it up the bags will go in the bin. I was completely shocked and extremely offended by this and was wondering if all Jetstars employees were like this. When I called back a different employee answered and after some begging and pleading he agreed to send it before 7.00. The bag arrived at 7.30 which left us with much worry.

Overall I had a terrible experience with Jetstar and would be extremely hesitant to ever fly with Jetstar again. All our friends and family heard about our experience and were all horrified by this service.

Waiting for action to be taken.

Miriam Friedman
@: [protected]@gmail.com
#: [protected]

Hello guys, i was at the airport to drop my mother in law, actually she doesn't speak English so i was helping her to grab the boarding pass and submit the luggage. There was one person who work for jetstar. Her name is Samantha and there was not smile on her face. Was not friendly and very rude to me. I don't think this is really good customer service and good for the jetstar business. This is the second time i faced this bad and rude customer service from jetstar. My family always travel from jetstar but after facing this kind of behaviour I don't think that i will take more flight from jetstar anymore. I don't recommend to my friends and family to travel from jetstar. Very dissatisfied and disappointed. I will definitely want that someone contact me regarding this matter. +[protected]

I missed my flight by 10 minutes today due to our car breaking in the Adelaide Hills and I had to catch the bus to the city and the the airport bus. I received an sms saying that the gates will be shutting at 3:07pm as my flight departs at 3:30pm. I had called Jetstar and the operator had told me that I had not checked in, I checked in on the 2nd october when I flew from Perth to adelaide and received both boarding passes. When I wwnt online I didnt have the option to check in.
I asked the operator if they could hold the gate open an extra 5mins in which she said no, I asked her if I could reschedule the flight or have it refunded and she said no as I had forfeited it in which I had not as I had arrived at the airport with 10mins before take off and still on the phone to her. I am currently stuck at the airport with no money for a flight, I've been a jetstar customer for 5yrs and now I understand why there are so many complaints.
My last flight to Perth on the 22nd September I had paid an extra $100 for excess baggage as I had 3 suitcases and the last one was extremely large. aThey had told me that no I could not take it as it wasn't a freight like item which isn't very explainable on your site. I lost everything in that suitcase as I had to leave it and wasn't refunded the $100.
I paid for luggage on this teip for $30 which was an accident and called jetstar, spoke to the same operator to see if it could be transferrablecinto a meal voucher, again no, I'm sorry we don't do that. After 5yrs with Jetstar this would be the ultimate of all letdowns from the company. I just won a civil action yesterday and I'll bring another civil action on Jetstar if the rare is not refunded. I'm not a mean person, I just want to go home and virgin and Qantas have always put their customers first even if they're a few minutes late as I only had onboard luggage qnd my boarding pass. I would like this rectified and no I don't need to fly anywhere to warrant another ticket unless you can do that today. Thankyou
Regards,
Kim Braehler

I was over 3 kg for my carry on luggage. I happily paid the $60. My Mother had to take items out and was visual checked while she put the items in the bin. (Degrading) I saw two people whom were definitely over 7kg. They both hid and proceeded to unpack clothing got weighed and got there "luggage ticket" They did that three times. They weren't checked. They were let on without paying their way. Why didn't they get watched like my Mother?

I travelled with Jetstar Airways on 17th September, XBQ8GL from Coolangatta to Sydney. When i collected my brand new suitcase from baggage terminal i noticed 2 tears underneath the suitcase. I have sent in photos of damaged suitcase, completed a claim form and also obtained a statement from the store that the case was purchased from, stating suitcase was unrepairable. I also obtained a quote to replace the same suitcase. All this information was sent to Jetstar Having made many attempts to re submit all information over and over and phone calls, I have been unsuccessful to even hear from them. My claim number is [protected]. I have provided all the information Jetstar Airways have requested including my bank account details but as yet refund of $109.00 for replacement of suitcase has not been forthcoming.