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Jetstar Complaints

  • $300 baggage fee ( this was not even excess baggage)

    Submitted by Ravi Sharma
    Mon, 20/02/2012 - 14:23

    I booked return flight for me and my girlfriend from Auckland to Christchurch. We live in Boston, United States and were flying New Zealand domestic for the first time while on vacation.

    While booking the tickets online well in advance I prepaid for my baggage (1 bag , $15) but I wasn't sure if my girlfriend will check in her bag and even if she does we can do it at the airport counter. Every airline allows 1 check in bag per passenger (even if it is with a fee usually $15,$20 or $25) and this can always be paid at the check in counter.

  • no change fee bundle then change fee also added to fare and baggage charged again also

    Submitted by Annie Oz
    Sun, 19/02/2012 - 23:24

    Submitted by Annie Oz on Sun, 19/02/2012 - 23:18
    NO CHANGE FEE 40 PAID WITH BUNDLE THEN ALSO A CHANGE FEE OF 70 DOLLARS AND ALSO CHARGED FOR BAGGAGE AGAIN AND AGAIN AND AGAIN. PLEASE LOOK AT THE SCREEN SHOTS
    After 10 hours of phone calls several emails threatening legal action and a very rude insulting call FROM customer service i have managed at last to change my flight without being charged 3 times for changing it. CHECK OUT THE MY ONLINE BOOKING RIPOFF AND SCAM TOTAL EVIDENCE OF THE CHEATING GOING ON!!!!"#$%&'()

  • Due to error on web site I was charged for 4 seats for the same flight. Didn't get my money back.

    Submitted by Tim Sippala
    Sat, 18/02/2012 - 15:10

    I was trying to book flight form Jakarta to Singapore on Jetstart web site. After entering my credit card information finish the transaction, a prompt came out saying "There has been an error in transaction, please try again". I did, I tried totally 4 times and all the time same error. I did not get any itinerary by email or any other means. I just forgot abut it and booked flight with another company on the same day.

  • JETSTAR GREAT! Shame the Staff don't think so!

    Submitted by Michael Joseph
    Fri, 17/02/2012 - 15:55

    In all fairness I must say my experience with Jetstar has been really good overall....however!

    GOOD: On a recent flight they damaged my bag & on my return to Cairns had a very apologetic 'no worries, we will sort it out' response & within a few weeks had a brand new $499 bag! WAY better than the original so definitely a big thumbs up to Jetstar!

    The self referred 'Bag Lady' that was so helpful had heard of this site & said they look and laugh at it daily on their breaks.

  • Paid no change fee but being charged it again everytime i change and charged again for baggage and taxes

    Submitted by Annie Oz
    Thu, 16/02/2012 - 11:48

    I have paid no change fee to upgrade to this level. then everytime i change they try to charge again a change fee and the baggage fee i already paid and taxes i already paid . It is illegal and a lying greedy airline government needs to step in and stope this frauulent behaviour or close down these scamming practices.

  • Rude Attitude from Flight Attendant - Nurul

    Submitted by Antonica Lim
    Mon, 13/02/2012 - 16:10

    My bf and I were onboard 3K 538 back to Singapore form Phuket on 5th Feb 2012. During the preparation for take-off, Nurul gave us a very bad impression when the baggage she was holding hit the leg of the lady sitting opposite the aisle, and Nurul simply walked off without appologizing.

  • TRYING TO USE JETSTAR VOUCHERS TO BOOK FLIGHTS

    Submitted by Ann Adams
    Fri, 10/02/2012 - 14:09

    Yes I made the grave error of getting a Jetstar Mastercard last year - the rewards are in Jetstar vouchers - their customer service does answer but you get absolutely no where.
    On initial use of the card you are supposed to get a $200 voucher - well this didnt happen, numerous phone calls and 3 months later I finally got that voucher shortly followed by another voucher for accumulating points.

  • dinner time but no food

    Submitted by Samantha Fernandes
    Fri, 10/02/2012 - 12:55

    I flew Jetstar flight JQ978 on 23 Dec 2011 from Carins (departing 1800) to Perth. This was my first (and last) flight with the company – for a five hour flight during dinner time, they significantly under-catered and ran out of food a third the way through the plane! So dinner was cheese and cracker. This is totally unacceptable and disgusting for an Australian airline – you ought to be ashamed of yourselves.

    • 257 reads

  • STOLE money from my credit card - refuse give it back

    Submitted by Phil Koay
    Thu, 09/02/2012 - 19:34

    SUMMARY
    They stole (through fraud or theft) money and they won't give it back. They say they will give it back if I follow their instruction, I follow their instruction to the letter even tho it is very time consuming and when I have finished they say they are not giving back unless i do something else. I am very surprised there is no ombudsman that has jurisdiction in this area.

    DETAIL:
    Tried to make a booking via the internet, it says the credit card is declined
    Find out later that they charged the credit card (is this fraud or theft?)

  • Flight downgraded, travel voucher promised in writing, have not recieved

    Submitted by Emma King
    Wed, 08/02/2012 - 19:42

    In short my flight was downgraded, a travel voucher promised in writing and after numerous phone calls and faxes, it has not been received. Wish to find others that were in the same situation as me that day.

    I was booked on Jetstar flight JQ944 on Thursday 10th November 2011. I initially booked the flight in September and did not pay the extra $4.00 to book a seat. I did not check in online for the flight beforehand as I do not have easy access to a printer to print the boarding pass. Also as a single traveller I was not entirely concerned where I sat on the plane.

  • Rude Staff

    Submitted by Emma Stevenson
    Tue, 07/02/2012 - 14:07

    My mum flew on Jetstar to Phuket and had the most rudest chief attendant, I think it was Emma - very patronising to her business class passengers...very disappointed. The food was rubbish too - cold rolls and some hot mess in a dish...not worth it!

  • 2 mins late to check in - denied

    Submitted by James Horan
    Sat, 04/02/2012 - 10:02

    To cut a long story short: I was 2 mins late to check into a flight and the cunstomer service person refused to check me in. This was at queenstown airport which is a tiny place with no airport security and no real reason to insist on a 30 min check in cut off. I fly a lot, usually a few times a week (though very rarely with Jokestar for obvious reasons) and Virgin, Qantas and Air New Zealand will usually let you check in a few minutes late if you have no bags and there's a good reason for it.

  • Mr L Webb

    Submitted by Luke Webb
    Tue, 31/01/2012 - 06:32

    I found that last night's flight was the most disgusting service that I've ever received from anyone anywhere in my life. It has always been a situation that the cabin supervisor has discretion over carry on luggage if it is slightly larger than the requirements. The departure steward at the terminal/boarding gate was fully aware of this and allowed me onto the tarmac to approach the cabin supervisor for permission to board the aircraft with the guitar. I was bailed up in the corner and treated like nothing short of a terrorist. I was asked to repeatedly "are you right to fly sir".

  • They cancelled my flight 11 days prior, didn't make any attempt to notify me - AND ADMITTED IT!

    Submitted by Bel Smith
    Mon, 30/01/2012 - 14:02

    Two friends and I booked a Jetstar flight from Launceston to Melbourne which was due to fly out yesterday (29 January) at 6.10pm. We booked and paid for this flight on 11 January. However, when we arrived at the airport at 5pm we were informed that the flight had been cancelled - not cancelled on the day, but cancelled on 18 January.

  • flight cancelled via text message as taxi was in my driveway!

    Submitted by Jean Sloane
    Sun, 29/01/2012 - 16:51

    I was heading to Cairns Fri Jan 27 to Tues Jan 31 for a 60th big celebration. It was all to begin on Friday evening (my flight was supposed to arrive 5.25 (aporox Fri 27 in Cairns). We were having a gathering of friends that evening (bearing in mind I don't get to Cairns offten!). Then the BIG 60th was Saturday (Jan 28) evening(missed that). Then Port Douglas Sunday. Cairns Monday and leaving Tuesday. As I was waiting for my taxi to take me to Sydney airport I receive a text message from Jetstar to say the flight was cancelled! What!?

  • Constant Cancellations: But I just want to get to Melbourne!!!!!!

    Submitted by Blair Hughes
    Fri, 27/01/2012 - 11:57

    Whatever you do, do not fly with this airline. Ok where to even begin... Do you want to start with the first flight you cancelled me from or the second or how about we just start with how my whole weekend is ruined.... Twice!!!!

    Are we living in a third world country? Is this Kenya Air??
    I have had better service on Tiger! Tiger, now come on you've got to be better than them surely, you're with Q...antas......... Oh!

  • Jetstar fried my brain

    Submitted by Peter Davidson
    Wed, 25/01/2012 - 20:56

    Late December I put my wife and my transport needs, from Melbourne to Denpasar and return, in Jetstars hands.
    A 4 week holiday was disrupted as follows:
    Thu 22 Dec 2011. Flight No: JQ35. Departing 6:45pm. Arriving 9:55pm
    • We were in the line at check in at opening time only to find the flight had been delayed 1 hour. This meant boarding before 7:30 pm.
    • 7.30pm and no notification of further delay. All passengers are waiting the departure lounge.
    • After 9.00pm a free meal vouch was given to all (agitated) passengers.

  • The Monty Python Check-in Sketch

    Submitted by Jonathan Chapman
    Wed, 25/01/2012 - 20:45

    Last week my family & I (2 adults & 2 children) were flying back from New Zealand. On check in with Jetstar we were told our checked baggage was 9 kg over weight but our hand luggage was 12 kg under weight. Now any reasonable person with the capacity for common sense and rational thought would think: 9 – 12 = 3 kg under total weight, that's fine. However, we were not dealing with a rational Jetstar employee capable of common sense or rational thinking.

  • Dont count on Compassionate Consideration changes to flights....

    Submitted by Kim Dorée
    Wed, 25/01/2012 - 13:12

    I am never going to fly jetstar again, and from reading the other complaints it looks like its a waste of time to even try to call and get my refund from them

    Last Tuesday me and my partner were due to fly from Dunedin to Auckland but were unable to make that flight as I had suffered a miscarriage the day before and was told under no circumstances could I fly the next day.
    Not only would I have suffered severely on the plane, Jetstar would have had to have an ambulance waiting for me at the other end.

  • Don't pay Jetstar by bank transfer!

    Submitted by Dave Emerton
    Wed, 25/01/2012 - 00:30

    I booked four tickets for my family on 16th January via Jetstar website. Fortunately, I saved a copy of the booking page and the booking number. I took Jetstar's advice from their web site and paid by bank transfer as I have an account in Australia. My bank completed the transfer the following day. I still don't have confirmed tickets and my booking has disappeared from their website. When I log in to my Jetstar account, there is also no record of my booking.

  • Baggage repair, and JetStar's excellent (read non-existant) customer service.

    Submitted by Ashley Gibbons
    Tue, 24/01/2012 - 22:13

    Flew from Launceston to Melbourne on JQ740 (and then on to Brisbane), on the 28th of December 2011.

    Made my way to baggage claim after the flight, to find the clips on the bag straps broken, one strap torn, the handle scratched to shit, and the back of the bag sopping wet.

    Onya Jetstar!

    Went to baggage services... nobody home... (mid morning flight)
    Went to customer service desk, who then asked someone to attend that desk.
    Went back to bagge services to lay the claim.

    "Can you leave the bag with us?" uhm, no? I have to fly from here to Brisbane.

  • Excess Baggage

    Submitted by Mark Mckenzie
    Sun, 15/01/2012 - 23:15

    Just arrived home with my Board 6'3, $200 lighter thanks to the kind people at Shitstar! I know i should have checked but i thought i could get away with paying a sporting fee at the airport! I got told i had to arrange this 24 hrs before take off! The manager explained to me i would have to pay $250 in ex baggage as our 2 checked bags weighed 39kgs and my surfboard 11kgs! anyway he knocked $50 off but its Bali its so dodgy anyway! so pays to read the fine print i guess but i thought you would just be able to pay a sporting fee like i did with air asia!

    • 436 reads

  • Jetstar discriminates once again!

    Submitted by Jackie Softly
    Sun, 15/01/2012 - 18:52

    A woman lodges a complaint under the Disability Discrimination Act because jetstar would not allow her to travel as they already had two people in wheelchairs on that flight. It is agreed that it is discriminatory, but the judge accepts Jetstar's reason that if they take more than two, it will cause them hardship. So, Jetstar wins, even though it is discriminating!

  • DISCRIMINATION AGAINST PEOPLE WITH DISABILITY - 'Jetstar can't afford not to discriminate'

    Submitted by Samantha Connor
    Sun, 15/01/2012 - 15:35

    I will no longer fly Jetstar after hearing that 78 year old disability advocate and wheelchair user Sheila King will be forced to pay court costs of $20,000 for fighting against a discriminatory policy by Jetstar to only allow two wheelchairs on a plane.

    I promise to tell every one of my 1000 or so Facebook friends and my many more in real life friends why, and ask my friends with children with disability to no longer fly Jetstar until this policy is altered.

    This is OUTRAGEOUS.

    http://www.abc.net.au/am/content/2012/s3408070.htm

  • Cancellation ... bumped off flight ... missed connection ... 3 STRIKES, JETSTAR

    Submitted by Caz McShane
    Sat, 14/01/2012 - 17:15

    We were supposed to be returning from Denpasar to Melbourne on 11 Jan. I was travelling with my husband and 2 small children and we checked in at approx 6:15pm, where we were told that the flight had been delayed until 4:20am. Although this is never ideal we accepted that we would be waiting for quite a while in the airport.