Jetstar Complaints

No "Paid for" Meal Supplied

Flight from Denpasar to Darwin was two and half hours late and then the meal we paid for wasn't delivered. Told I should have come up the front and complained earlier. What happened to the list of meals for people they used to have? Jetstar put every other airline out of business on the Darwin-Denpasar trip, so they now have the monopoly and act like it.

Chase up your own Lost Property - it is often there!

Left an item on a a JQ flight on Sunday. Lodged a lost property claim. Outcome of my case 07254615 via JQ email today at 1500 - “unable to locate your item blah blah”. 2 hrs later: Text from my QF hostie mate who chased it up personally at Brisbane airport JQ Lost Property and lo and behold it was there and the lovely Rinnai was very happy she was able to return it. Moral of the story: JQ don’t even look for your lost property! They just send the requisite emails within the prescribed time frames. Shame!

seating allocation not granted

I booked and paid for a aisle seat due to an leg injury, and when i got on the flight I was stuck in the middle seat for a 10 hour flight from Hawaii to Sydney, even though they had aisle seats available. I put in a complaint and this is what i got told.

Thank you for contacting Jetstar.

I have reviewed your case and requested a refund of AUD $9.00 be processed back to your credit card. This is to cover your seat fee. You should receive it within 8 business days.

I’m sorry to hear you were disappointed in your seat on your recent flight. Whilst we try to ensure all...

RIDICULOUS BAGGAGE FEES!

After booking a flight to New Zealand for two people including surfboards we get to the airport to be told I've only paid for the handling fee costing us $25 per kg forcing us to fork out $825 right before a 5 week holiday.! Only to contact them and they offer me a $50 voucher. I don't want your useless voucher as I won't be flying Jetstar again.

Carry on baggage stolen from above our heads Jetstar

Be warned
Had our bag stolen from on board compartment
We placed 2 bags above us
These were the ONLY bags above us
We didn’t go to our baggage the whole flight u til landing
Then one bag was missing and two smaller bags of someone else’s replaced
All my gift and Xmas shopping gone
Can’t be replaced as bought only unique items
Jetstar said
No
Can’t find it .... sorry
NO guidance or help or pointers in the right direction to go look for it or report it
Had to do it all ourselves
Flight attendants walked through the...

Japan cancellation

I was booked on a flight from Hong Kong to Osaka tomorrow (21/9/2018) arriving at Osaka at 2 a.m. Due to the typhoon, no taxis are allowed to go to the airport and at that hour of the night there are no trains and no buses. Essentially you can't get out of the airport until transport starts around 5:30. Didn't really want to stay in the airport all night so wanted to cancel the flight. No surprises that they won't refund the ticket, but they don't even refund the taxes and other charges including for a meal that won't get eaten! I'm going to try to put in an insurance claim. The customer...

Jetstar discriminates against families

The first and last time I flew Jetstar

Jetstar discriminates against young families and here is how.
I'm flying with my wife and my 2yr old son. He has a booked seat and is not flying on our lap. This gives us a 7kg each - 21kg.

With our online check in complete and our omboard luggage ready to go we made the mistake of asking the help desk about checking in the pram at the gate.

The answer was no, no check in at the gate. We risk the pram not making the flight.
This meant carrying a tierd 2yr old through to the gate.

Our next mistake was to check...

wheelchair accssability

JETSTAR hi everybody just a short story on how I was treated by Jet Star on September 2 I had booked a holiday to go to Thailand I had been two years previous with Jet Star my travel agent Mark has organized the last three years2016 and 2017 had no problem this year we booked the flights my travel agent rang head office to make sure everything would be okay before the flights were booked they said it will be the same as the last two years if I have two carers they would supply help 2 men to help transfer me the last two years I have taken my own sling we put it under me and 4 people grab a...

The Gold Coast - Cairns Route - What a Sham!

Gold Coast / Cairns forms part of Jetstar Australia's - International Japan route so it will come as no surprise that they often cancel the domestic flights to better utilise international aircraft capacity! This has now happened to my wife and I on several occasions. It sort of feels like another sneaky Jetstar tactic - to cancel their domestic flight and combine it on the International leg. You usually only get a few hours notice but with international check-in you also need to be there no later than an hour before AND worse you have to go through the hassle of customs. The only Vale-...

How to avoid paying the new combined carry on luggage weight excess charges

I had never heard of this new combined carry on baggage weight before - until this morning. My wife's handbag and my small briefcase meant we were 4 kgs over the 14kg allowed between us - so got pinged $60. Good for one good all you say. Well sadly NO - as this new rule is not consistent (especially to some of the backpackers I observed ) as some have found clever way to beat the hand luggage weighing system and have got it down patt.
Here's how it works - they wait until the Final Boarding and even when staff begin calling the passengers name - so they then come rushing down to...

How to avoid paying the new combined carry on luggage weight excess charges

I had never heard of this new combined carry on baggage weight before - until this morning. My wife's handbag and my small briefcase meant we were 4 kgs over the 14kg allowed between us - so got pinged $60. Good for one good all you say. Well sadly NO - as this new rule is not consistent (especially to some of the backpackers I observed ) as some have found clever way to beat the hand luggage weighing system and have got it down patt.
Here's how it works - they wait until the Final Boarding and even when staff begin calling the passengers name - so they then come rushing down to...

Jetstar cancels our flights

Jetstar cancelled our flights from Adelaide to melbourne on 23/8/2018 flight JQ771 departing Adelaide 06.10 in the morning three hours before departure. This booking was made few months ago,
Therefore to arrive on time for our international flight,we had to make another booking at 04.00 am with another airline paying $666.55 for Adelaide to melbourne. Very disappointed, our holiday started of very stressful.

Jetstar cancels our flights

Jetstar cancelled our flights from Adelaide to melbourne on 23/8/2018 flight JQ771 departing Adelaide 06.10 in the morning three hours before departure. This booking was made few months ago,
Therefore to arrive on time for our international flight,we had to make another booking at 04.00 am with another airline paying $666.55 for Adelaide to melbourne. Very disappointed, our holiday started of very stressful.

I have just changed a flight with jetstar from Launceston direct to Brisbane not happy about having to pay extra $85.20 .????

I recently flew from Melbourne to Brisbane on the 19th of August,Cant remember the flight details but it left Melbourne somewhere between 2.pm and 3pm i arrived in Brisbane somewhere around 5 pm ,I had been to Tasmania for my Uncles Funeral on my return Flight i wrote Jetstar a lovely Poem of which i included all cabin Crew,Pilot and First officer names in Poem ,They were overwhelmed and excited as i made the Poem into a Paper Airplane and passed onto the Crew towards the end of the Flight when i arrived in Brisbane the Cabin Crew said to me they would Endeavor to have Poem put in the...

Flight Cancellation & Awful Employees

Emailed 4 hours before takeoff informing us that our flight had been cancelled due to 'crew issues'. So we were forced to take a flight hours later, missing pre booked arrangements. At the airport check in we were told that 'jetstar makes a commitment to get it's customers to their chosen destination irrespective of scheduling and flight cancellations were to be expected with any flights.' When further questioned on the reason for the delay we were told to go away, and that we were 'strange individuals'. Every aspect of the flight was a mess and poorly organised. Every Jetstar employee we...

Oh Boy, Jetstar staff are so Unfriendly and Mean.

I encountered two separate Jetstar staff at Sydney over the weekend, first some female called Mel (short for Melanie or Melissa?) No idea as she has zilch personality and like an ice queen robot. With her fake blonde hair and fake blonde hair piece which is a cross between a dead rat or something from 'the Sound of Music. this Mel. person is very horrible not only in her looks and dress code but her manner and approach, she needs some serious training in people skills, then I go to the baggage area where Mel's mean and ugly twin is. Some creature called Bec. So fat and ugly she's glued to...

Disgusting, unprofessional and scandalous-NEVER again!

I took my 82 year old Mum up to Sydney last Weds to see her grandchildren and we flew back on Sunday 29/8/18.
Our experience with Jetstar was a nightmare- the flight to Sydney was cancelled and rescheduled once, the return flight was cancelled and rescheduled another FOUR times! Luckily I saw the message, as there were no calls or explanations, and it took hours to sort with very poor service.
Our flight was pushed back from 6.15 to 10.pm- I didn't get home until 2 AM.
The staff were gobsmackingly rude,unprofessional, thug like , careless and indifferent- It was noted...

Rude and Stupid Jetstar staff at SYDNEY

had the misfortune to encounter two of the worst ever customer service staff at Jetstar Sydney yesterday night. One horrible, horrible old man called Richard on the counter where you get robbed blind on your baggage sitting on the very last counter, couldnt produce a smile nor even eye contact. Richard, you need to retire or move on... then I go to the departure area where again, I ask some other stupid jetstar person, not sure if a male or female or maybe Jetstar employs people with special needs, anyhow, has this very ugly comb over, fat and stinks like urine. Where do these people come...

Flight Delay by 6 hours with no compassion

I flew with Jetstar from Adelaide to Melbourne then from Melbourne to Phuket. The international flight was one of the worst flight experiences I have had. The service was appalling. Staff did not once move around the cabin offering water to passengers on a 9 hour flight. Even when I asked for water, I had to ask 3 staff members over the space of 2 hours before I got just a small cup. I did not receive my comfort pack I ordered until 2 hours into the flight. The flight back to Melbourne from Phuket was even worse. Firstly, it was delayed 6 and a half hours meaning many passengers had to buy...

No communication

Hour and half late leaving Melbourne Wednesday 18th July 10 minutes form landing we were told that there was no fuel truck at Ballina we would be diverting to Gold Coast to refuel the we would be on our way back to Ballina. When we landed the announcement was undo your seat belts use your phones if you wish. 10 minutes later we were told we must leave the plane make our way to the far corner of the terminal where we would be bussed back to Ballina. No reason no explanation, another45 minutes for the bus, we later found out from people waiting at Ballina that the fuel truck was there,...

At last, communications problems resolved

Have you had communication problems with Jetstar or Jetstar Asia? Communicating with them just via their WebChat service only to find ill-informed call centre staff unable to answer simple questions pertinent to the company’s operations? Have they maybe failed to live up to their Customer Guarantee?

So I have found a solution. Jetstar’s CEO is Gareth Evans and whilst he may not be able to personally respond to every enquiry, he is fastidious and wants things to be right. If he doesn’t respond to you personally he will definitely pass your enquiry to the correct person.

Gareth...

Hanging on the hel(p) line

Searched on the app for the flight I wanted (an app whose interface seems to change weekly) double checked my times and dates... just before I go to payment I received a phone call... ok back to the app: times out.. but offers a helpful link to repeat my search
Great, booked, paid for then get the email: it's not for the Friday I wanted, it's for the very next friday.
Now, I happen to have a degree in Computer science, so I can speculate with some certainty that the coders who put this 'repeat your search' link in perhaps, did not complete a rigorous test regime, especially...

Staff damaged my item (Singapore)

An attendant and I got into a disagreement because I wanted to sit while the plane was boarding because there was a line and I have an injured knee. I sucked it up and stood in line. He began pacing back and forth and literally steps before entering the doors of the plane, the same attendant, who was also the one who stamped my boarding pass after security, approached us and said our carry-on item wasn’t allowed on due to lack of space. When I replied stating that he should have told us this forty minutes prior or as we were sitting in the waiting area, he backtracked and said “boxes aren’...