Jetstar Complaints

DON'T EVER BOOK A FLIGHT WITH THIS COMPANY

My experience with jetstar has been absolutely appalling.

firstly I have been trying to book a flight from Gold Coast to Melbourne for 3 weeks, each time I log into book the price changes constantly.

Rang the customer service team. WHAT CUSTOMER SERVICE TEAM. This experience has made me realise that JETSTAR do not have a team of people that want to assist with anything to do with their company. How these people keep a job is beyond me.

Rep who was trying to book the flight kept saying for 20 mins the computer is just sitting thinking not doing anything. How...

Jetstar processes delay family from reaching dying father & give us the run around in obtaining a refund

TLDR: It may be legal but Jetstar have no compassion. Your staff may be polite but Jetstar you have no human decency. I know you need to make a profit but wearing down and treating customers like goats is appalling.

Yesterday we were told to come to Jakarta urgently as my wife's father is dying. So we booked tickets with Jetstar. My wife & 2 year old child & I were stopped from flying at Changi Airport to be with our dying father today in Jakarta at the boarding gate just as the pre boarding announcement was being made.

My Australian passport expires on 30 Jan...

They Forgot The Entire Plane's Luggage !!!

Jetstar flight JQ972 from Melb to Perth 29.7.17 - Upon arrival in Perth / waiting at the baggage carousel - All the passengers of this flight were informed that heir luggage had been left in Melbourne !! not one or 2 bags but every single passengers bags! we were directed to the customer service desk where ( 1 ) single Jetstaff representative was assigned to explain to 200+ passengers that our baggage had been left in Melbourne ( get this - due to poor weather conditions ! ) and they would not arrive in Perth for at least another 24 hours. we were each given a form to fill out describing...

JUST POOR

Having recently flown on a Jetstar flight, Flight JQ187 Gold Coast to Christchurch 25.07.2017, I have a couple of issues with this service

1.after boarding was almost complete and flight ready to take off a passenger was then deemed to ill to fly the flight, now the
actual handling of this whilst it did delay the flight for 30 min was eventually handled and passenger removed my issue is why
were they allowed to even board !!!
2. As a budget airline we do expect some services to be reduced however not to have the option to have any in flight
...

Wrong information, time and money wasted!

I am French and was in Cairns in January 2015. I called the jetstar booking service, bought a one way cairns-bali and the seller positively confirmed that jetstar would let me board without an Indonesian visa. When I arrived at the airport they had a sign over the counter saying " no boarding to Bali without return ticket withing one month" ! And they didn't care I was confirmed the opposite when I bought the ticket by phone. Ok so I bought a Jakarta Singapore that I finally never used.... And when I arrived in Bali I could not use their special extension of one more month at the...

Deceptive baggage charges cost more than the flight!!!

I bought a return ticket to Queenstown for about $260. On the way back to Sydney I did not check my baggage in online. When I arrived at the airport, I was advised that if I had to pay $320 (yes, that's right, $320!!!!) for my luggage, which is more than the cost of the ticket. I have made a complaint to Jetstar. All they have said is that I should have checked their website about what fees would apply. But hang on a minute - I didn't use their website at all to book my ticket. I booked it through Expedia, so why would I have any reason at all to visit their website? I was charged a fee...

“Well if your family meant so much to you, the money should not be an issue”

Due to a recent fog event in Brisbane on Friday 7th July, our flight was cancelled. An event that we understand was unavoidable. Jetstar website states that their customer guarantee is for us to expect a high level of customer satisfaction. This we did NOT experience.
My wife and I were booked on Brisbane to Newcastle departing Friday 7th July 8.05pm returning Sunday 9th July, Flight cancelled due to heavy fog.
The next available flight offered by Jetstar did not provide us with sufficient time for our journey. Therefore, after much agonising with the Jetstar “customer care”...

Ridiculous Baggage Charges

I flew Jetstar a couple of days ago with only carry on luggage. While I was sitting at the gate (of course the flight was delayed) the Jetstar staff announced that everyone had to have their cabin luggage weighed and tagged before boarding the flight. You are allowed a weight of 7kg for your carry on luggage. I have never been asked to have carry on weighed before, however I didn't have a huge amount in the bag so thought I would be ok. After putting my bag down on the scale I saw that it was under 7kg. The Jetstar staff member then advised that I needed to also put my handbag on the...

FELL ON STAIRS ALIGHTING FROM FLIGHT AT TULLAMARINE

IT HAD BEEN RAINING AT TULLAMARINE AIRPORT THE STAIRS WERE WET AND SLIPPERY I SLIPPED AND FELL ON THE STAIRS WHILE ALIGHTING THE FLIGHT FROM CAIRNS AT 10.35 ON 10/07/2017. I GRABBED THE RAILING AND HUNG ON FOR GRIM LIFE AS I DIDN'T WANT TO LAND AT THE BOTTOM OF THE STAIRS HEAD FIRST. FELLOW PASSENGER ASSISTED ME TO MY FEET AS I COULD NOT GET UP BY MYSELF. I WALKED AROUND DAZE AND IN SHOCK , I COULD NOT FIND A STAFF MEMBER TO REPORT THE FALL TO, EVENTUALLY I SPOTTED A FLIGHT ATTENDANT FROM JET STAR ( A DIFFERENT) FLIGHT, THEY TOOK MY NAME AND DETAILS I WAS TOLD THEY WOULD PASS THEM ON TO...

International Contact Center

I booked a Jetstar flight using with my email, phone and credit card number to have my 15yr old daughter fly a domestic flight within New Zealand and the flight was cancelled today (13/07/17). My daughter was at the airport so I called the contact center who really struggled to understand English. So clone like and incapable of common sense was this contact center in my attempt to rebook the flight I was told I could not rebook it as I was not the flying passenger, they insisted on speaking to my daughter which was no possible and therefore could not help me, this despite my name, email...

No leg room on long international flight is a health issue

I am 6 foot 2 inches tall and was recently shocked on a flight to Honolulu with the lack of leg room for such a long flight. I could not have my knees out straight as the lack of leg room prevented same - surely this is a health issue for such a long flight ( 10 hours) and there should be some minimum standards ? The issue got worse when the passenger ( or should I say f..k head ) in the seat directly in front decided to recline his seat for most of the flight - result: no sleep on this overnight service and I will never fly Jetstar internationally again .

Terrible , worst customer experience has cost us thousands

Not even sure where to start , had two flights delayed from Bali to Melbourne. The first was for "operational reasons" from looking into it I just think they were trying to squeeze in an extra flight, we never got an explanation. . We have two young children so the "alternative" flights they offered for the first delay getting in at 4am in the morning didn't work . When we tried booking the next day they were full. We asked about the following day they said we could but we would have to pay an extra $2100 as it didn't fit in their recovery period!! (is it our fault your flight was full)....

Cancelled flight - only partial refund

My struggle with Jetstar is just another example of how bad their customer service and refund policies are.

My flight from Melbourne to Launceston was cancelled due to bad weather conditions earlier this year, and I was promised a full refund of $79. Hence started my long battle with Jetstar to get my refund back. It's too complicated a story to relay, but long story short, after MULTIPLE(more than 5), LONG AND FRUSTRATING live chats and calls to Jetstar demanding a refund, I've finally received a call from customer service saying that they've processed the FULL refund and I...

No Refund for flight change after flight got cancelled

OK. So here's my story about this stupid shit ass airline. So I received an email at around 5 pm Singapore Time stating that the flight scheduled from Singapore to Yangon two days later has been canceled and I should look for another option. The email contained no contact number, no email, nothing at all. I tried calling them but no one picked up after searching for their number on Google. So I went to change the date to another day and had to pay the change fee of 80 Singapore Dollars which is ridiculous. Then I got my new flight details. I tried calling them later and finally...

Flight canceled then delayed then stuffed up seating

I have always taken delays of a few hours on the chin as Jetstar is a budget airline until now...so fight home from Bali to Melbourne at 11.15 pm canceled ongoing flight to Tasmania next morning we had a few hours layover obviously can't make that one now with a days notice flight from Bali rescheduled for 1.30 pm the next day pay for a extra nights accommodation the 1.30pm flight delayed until 3.30pm board the plane and my daughter realised they stuffed up her seat as we paid more for 3 extra leg room seats they tried to give her seat to another passenger i thought no worries i have the...

The biggest rip-off of all time

Dear Jetstar team,

I am writing you to lodge a complaint regarding extra luggage charges that I was forced to pay when I checked in for my flight JQ603.

When I proceeded to the Jetstar desk at Sydney Airport on 02/06/2017 / 5.15 am the customer service ground staff informed me that I had to pay extra for my luggage since the weight of the oversize item (my surfboard) was meant to be equal to the weight of the purchased luggage.

This policy being extremely confusing and unclear, I told her in good faith that while making the booking on jetstar.com I thought that...

1kg cost me $50

I was flying from Melbourne to Adelaide, bag was checked, all good. Coming back home from Adelaide my bag was checked and they said I was over by 1kg. I was told I could throw away my personal belongings in the bin to make it lighter, pay the $50 or I wouldn't be flying. I will never fly with Jetstar again.

Unauthorised Credit Card dedution

Received an email and invoice yesterday with a flight voucher for a club I had not joined.
To top it off they had deducted the money from a friends credit card which we had used to pay for flights on the web site in my name. On checking my account Jetstar had saved my friends credit card details on the account.I never authorise any merhant to save credit card details for further use and certainly would not allow saving of another persons credit card details. Surprise surprise Jetstar do not have a phone no to call so dealt with a remote chat room. Got told they would have someone...

Three Strikes and Im out!

Third Strike
12/10/2016 I paid for 2 return tickets to Hawaii with you for the price of $1083.36, including seats as generally you want to sit next to your family member, especially the elderly!
13/5/2017 you sent me an email to remind me that our flights are coming up, so I checked the booking to make sure all is ok, then I notice that my father and I are not seated next to each other as previously paid & booked for so, I then change the seats to ensure we were sitting next to each other.
25/5/2017 you sent me another email to remind me to book luggage, so as I...

Over crowding on townsville to Melbourne

What ever you do do not fly with Jetstar.
Airlines around the world passenger capacity for the A320 is 150 passengers not jetstar 180 and I assure you you know how a whale in an sardine can feels like.God knows what would happen if we had an emergency on board I guarantee 1/2 the passengers would not get out.forget it it if you are tall,overweight,elderly, disable, o r just not slim you have no chance.

Unethical Food Pricing

I flew JetStar to Hong Kong. It was lunch time, so I took the menu from the seat pocket and chose my meal. When the staff got to my seat, they said they had my selection but that the price was more than double the price on the actual menu.

When I showed them the menu, they claimed that the menu was from a "different route with lower taxes" and that's why the prices are lower on the menu. It looked and seemed really dishonest. It may well be true, but what taxes could account for a 125% price difference? Other customers were complaining about it as well. I've never experienced...

Movie selections

My sister and I paid for the movie package on a flight from Melbourne to Vietnam with a stop over in Singapore.

The choice of movies offered were most unsatisfactory, and on a long flight passengers deserve better.

Lift your game Jetstar.