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 arrived early BUT we were left nowhere to taxi the plane and waited almost an hour inside the plane! I know these are unforeseen circumstances and you ask for our patience and we have no choice but to comply but let me get to the 2nd part...
2nd and this is what infuriated me the most, I had a sprained hand, I was travelling alone with one 25kg bag and one 7kg handcarry bag. It was my first time going to Narita Terminal 3 so I had to figure out the maze of tracks but I managed to make it more than an hour at check in counter. My flight time was 21:05 pm, I arrived 20:00 and they would not let me in because they said that the counter was closed. I asked why because my flight was not until an hour and the lady at the counter was SO RUDE to just shove me off the counter saying NO and just pointed at the other counter so I had to talk to another lady who was having a discussion with other passengers who were in the same dilemma as me. We had a lengthy discussion and we asked to speak to the manager but by the time he arrived it was already 20:20 of course THAT was already too late. So I had to pay 7,500 yen for rebooking fee because you left me no choice. Not to mention that I had to look for a place to stay because the earliest flight you could give me was the same one but for the next day! I felt defeated that day. I am a working student and your flights are the only ones I can afford. You ask for our patience when you are late but you cannot give us the same courtesy!?! I was more than an hour early! I have travelled to Australia before with China Airlines in Nagoya airport. I arrived 30 minutes before my flight because I misread my time but they still allowed me to board the plane. Me and my family have used Jetstar many times before but this experience has made me rethink doing so. Eventhough you have cheap flights, I would rather pay extra and get a better flight experience. This was a very stressful experience for me. I have seen other passengers on other flights who had the same problems, I even saw them taking videos of your rude staff. If I ever encounter it on social media, I will back them up and share my personal experience as well. This is very disappointing. I will no longer be using nor recommending your airlines. So dissapointed.
* I timed myself from check in counter to boarding gate the next day, it only took me less than 40 minutes to get to the gate and this was on top of me opening my baggage because I had exceeded 2 kg of weight ony my carry on and me going to the toilet. And when I finally arrived in Australia, my luggage was heavily scrathed. I know it came from this flight because my luggage was new. The previous luggage got damaged. The lock would not latch on so I had to get a new one. The only saving grace to this horrible experience was one of the staff at the check in counter the next day (I had forgotten her name). She was the ONLY ONE who was kind and helpful. As I said before, I had sprained my hand so she helped me with everything pre flight.