Jetstar Complaints

Cancelled flight, no compensation!

I am flying to Rarotonga from Scotland for my best friend’s wedding. I booked a flight from Wellington to Raro on the 14th, the day before the hen party. I then was notified via email that my flight DAY had changed to the 18th - the day of the wedding! I rang the help service who gave me a refund (minus the booking fee) but no compensation for needing to pay $150 more for a new flight with Air NZ! Appalling.

Charged for over baggage twice.... Check your bank statement - they are on commission for this extra revenue.

I flew from Melbourne to Hobart last month, and as it was only a 3 day trip with different events I worked hard to get my cabin baggage under 7 kilos. That done... I was still singled out by the weigh in girls and was the only person asked to not only weigh my little case, but my handbag as well. Well have you ever seen whats in a woman's handbag!!! That meant I was over baggage with both weighed. I asked why the others had not been asked to weigh their handbags... and only me? Countless passengers did not get asked that day. One guy had a backpack on and it did not get weighed, just his...

No duty of care from Jerstar

My American aunties (x4) and uncles(x2) came to Australia to visit me, they are all senior citizens with the youngest being 65 years old. Within Australia, they flew domestic from Sydney to New Zealand (Jetstar.. Delayed) then from New Zealand to Melbourne (Jetstar... Delayed). On the way home at the end of their holiday, they had prebooked Jetstar from Melbourne to Sydney leaving from Avalon Airport as it had the first flight out to Sydney at 6am. Taxi fare to Avalon $130. They arrived at Avalon at 4am only to he later told that their flight had been cancelled. Their English is not too...

Refused service

Dear Nick
This morning while I was lining for another fly because the cancellation of JQ 507 . A lady at the front service refused to service me . Complain that I was blocking another customer and should stand aside . I probably did answer back . She said I refused to service you . Now can Someone be refuse to service while try to change another fly with no fault of themselves .
I am sad and anger .
This lady name is call Charmaine . I have also noticed after she service a few students , one left passport behind she was making face to her colleagues instead of rush out...


So I put in the times I want to go.

Website goes down

Try to book again....

Website goes down and "too many redirects" again. Lose the flight

Try a third time.

Book this time.

Try to go to "My Trips"

Too many redirects

Logs Me Out

Can't log in

Finally get Itinerary as an emal

Itinerary is wrong....

In a MASSIVE queue to get in contact if you guys tell me I can't change my flight (OR CHARGE ME!!!) to the original times that I TRIED TO BOOK 2 TIMES PREVIOUSLY I am going to be ridiculously pissed.

App issued us delayed Boarding Pass = Missed Flight!

Checked in early for Sydney-Perth flight via the Jetstar App. Notified of a 45 minute delay and received Boarding Passes with a boarding time that reflected the delay. We presented at the bag drop 1 hour prior to 'our scheduled departure time' to be told that the service was closed and consequently we missed our flight - We later found out that there was in fact no flight delay despite our Jetstar issued boarding passes indicating otherwise. Very poor customer service from Jetstar duty manager on the night who refused to accept the error despite all my screenshots and evidence. With two...

Jetstar’s ridiculous carry on baggage rules

Recently I flew with Jetstar, for checking carry on baggage, they required put your carry on baggage and you handbag including your laptop!!!

Normally a laptop around 2 kg, a carry-on 2 kg and a handbag or a laptop bag 0.5-1 kg, a magazine or book 0.5 kg, if you bring a bottle water 1 kg. A passenger need put all your change clothes on your body. Otherwise, you need pay $60 for a on site check in even you already have a check in bag much less than 15kg.

I suggest don’t fly with Jetstar. They trapped Custmoers first and then just rob them.

Jetstar is terrible

I booked a Jetstar ticket to fly from Melbourne to Ayers Rock when they had a sale. And then I got 9 times changes. I felt every 1-2 week, they send me emails and txt messages to notice there is some change on my booking. It’s frustrating for me. How could someone has effort to deal with 9 times change and reschedule other thing around.

I felt I was trapped because when I bought they didn’t tell me they may change unlimited times.
Otherwise, I won’t buy it.

Left high and dry

Having booked almost a month in advance and paid for our fares (three people) traveling from Sydney to Adelaide on flight JQ768 11/05/18 departing at 3.55pm, received a text from Jetstar at 6:20am advising our flight was cancelled due to weather some 9 hours in advance!!! Funny, the weather in Sydney was fine...
Called Jetstar to ask if a later flight was available, and low and behold there just happened to be a flight a mere 65 minutes later at 5.00pm, same destination but sorry that is fully booked.... Strange, why wasn't this 5.00pm flight cancelled too at 6.20am, yet it took off...

I think that this is a fraud!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I think that a Jetstar staff at Melbourne International Airport bought an extra

flight ticket of the same flight with my name .

In the middle of April, I booked a Jetstar flight flying from Melbourne to

On 30th, April, I checked in with my passport and New Zealand visa. But the

flight got delayed. We were sent to a hotel to stay another night at mid-night.

When we arrive at the hotel, it already pasted 2 am. in the morning.
On 1st, May, we were picked up from the hotel at 9.30 am. and arrived at


Elderly passenger received no assistance - injured and ignored

My mother flew to Honolulu with Jetstar on 25 April. Because she is 86, we tried to make it a comfortable journey for her by booking Business Class. She was unaccompanied, but at check in a family member requested that she be give assistance. A young woman from Jetstar was assigned to help her. That person helped her with security but did not ask if she needed a wheelchair nor offer one. She was supposed to take her around to the lounge but headed off at a brisk pace with my mother trying to keep up. My mother was unable to keep up and fell in the airport shopping area, bruising her elbow...

Horrible overall flight experience

I wrote this letter for Jetstar but could not find their “contact us” on their website in regards to customer complaints so I’m posting it here.

Dear Jetstar,
In all my years of flying, you have given me the worst flight experience ever. First off, leaving Goldcoast to Tokyo, I have been charged 100 dollars for excess baggage because I could not access your website prior to my flight time. I don’t even understand why my handbag was included in the weigh in because they usually do not include that in weigh ins with other airlines. Flight left on time, points for that and...

Ridiculous Name Change Policy for an innocent mistake

This pathetic excuse for an airline is just a money hungry organization with zero empathy for customers. I made a booking via online late last night and accidentally entered my name instead of my partner’s (whom will be travelling). I called the contact centre straight away - spoke to one person who then transferred me to a “flight specialist” after 20mins of waiting. She then took all of the correct details and advised me that there would be a $60 name change fee!

I explained that it was an innocent mistake made only moments ago and she replied “it doesn’t matter if it was 5...

Beware of Gate shakedown

Just had the worst shakedown I’ve ever had across four continents. First Jetstar made me over prepay for checked baggage - which WAS thankfully flagged by Expedia or this would have been worse. Then at the last minute someone weighs my backpack and tells me I have to pay SIXTY DOLLARS to check it at the gate. AND they were counting my medical device - which must be carried on - in the total! I told the manager I would never fly with Jetstar again. She told me that was ok and the first guy made sure to tell me “I told you so” then didn’t give me back my boarding pass and threatened to pull...

Check in closed

I arrived 26 minutes before my flight was leaving , with no baggage to check in and got turned away
Check in closes 30 minutes before flight leaves
Will never fly with JETSTAR again
Shame on you JETSTAR
I learned a expensive lesson
Don’t fly JETSTAR


Haven't flown with my children for awhile so we went for a quick trip up to Gold Coast from Melbourne I was happy to have my family with me in flying and I approach the Jetstar check-in and I asked the lady for help I wasn't familiar with the procedure in scanning the barcode that I had on my phone the lady was standing at a booth doing absolutely nothing she looked at me I had a smile on my face and I was happy to begin my holiday with my kids she looked add me I was very politely asking her for some help she just pointed to the screens and said scan your barcode and your tickets will...

Bad customer service by ground staff phuket

Really had bad experience with ground staff lady "so called manager in charge" twice (at check-in counter and again by the same lady when passing through the boarding gate) yesterday 16 April 2018 evening at Phuket airport. Don't even feel like spending any more time to write what the bad experience was about. No more Jetstar in future is the only word. That's it.

Website dedicated to cheating clients

The Jet star website is disgusting. It is clearly designed to charge you as much money as possible , and create confusion. The lowest price is advertised, but all the "options" are automatically selected. All options have to be deselected. When a process does not work, the page reloads with all your "options" reselected.

When you realise your mistake- you call Jetstar and their delightful Filipinos tell you to get lost.

When you want to write a written complaint, you realise you are only chatting to yet another third country national, and your conversation is not being...

Flight changed due to airline error

I booked to fly Perth to Christchurch. At the last minute the flight was moved forward 2 days. I rang to find out why and was told there was insufficient time to transit to a second flight in Melbourne. I pointed out that this was Jetstar's error as these were the flights which were automatically selected when I booked. I advised that I was due back at work and unable to remain in Perth, so the flight was refunded, A last minute booking with another airline then cost me an additional $700 odd dollars. Even with the new flight I also needed an extra nights accommodation in Perth. The...

Charge excess baggage even if you have not used your allowance

Be careful when traveling Jetstar. They seem very happy to slug you excess baggage at the gate, even if you have not used your allowance. I was slugged excess baggage because I had carry on, including a laptop, which together exceeded the carry on limit. I saw others on the same line allowed to take out their laptop so as to not go over their limits. When I asked the attendant I was given a customer care card and told they can help me.

Even more frustrating is that I had 20 kg for checked in luggage which I had not used.

Anyhow.... lesson learned from me. The...



As most people that fly with mountain bikes know they typically come in around 23kg if packed in a commercial bike bag.

Most airlines have at least a 23kg weight allowance and typically don't apply any oversize changes to sporting goods. I have flown overseas and intestate with Qantas, Virgin, Air New Zealand and Air Canada with a bike bag weighing between 23 and 24kg when packed and never once had an issue having it checked as my included bag. It has always without exception been carried under the flight's standard included luggage...

wheel chair service

Booking Ref PF8SVM, flight JQ36
Due to two major back operations my wife requires a wheel chair as she can only walk short distances.
On Thur 5/4 on arrival her wheel chair was awaiting, as usual , in the past I have wheeled my wife but was told
by the Jetstar employee that due to thefts the policy was she had to accompany the chair and push.
We requested to stop at the duty free but was told if we stop she would leave us at the duty free and go back to the plane,
we proceeded disappointed.
Then at the baggage pick up, she then stated this is as far...

I will never fly Jetstar again

My wife & I originally booked a flight to Bali for May 2017 we had to change that date because my wife's father was diagnosed with cancer from asbestos (terminal) so I changed the dates to October and Jetstar felt the need to charge me another $170 ! then I had to change flight dates again due to my father in law passing away (funeral etc..) to May 2018 and was charged extra again. There was no EMPATHY from Jetstar at all !!
Yesterday I received an email from Jestar stating they have changed my flights to different dates in May ! which means now I have a sleep over in Melbourne...

Flying to Caines

I’m really need to put my air line ticket on hold that I have on Monday 2nd April The 24inches of rain is preventing me to travel to my area in Far North Queensland. I don’t have a date atm to change my ticket. I can get any proper answers from s Jetstar rep
My email my phone number is 0411850096. Will some one in Australia contact me please. Travel is Sydney to Caines