Firstly, we were not aware that the “manage booking” online service wouldn’t work once the check in is open. We wanted to add more baggage online but it wouldn’t allow so even though there is no such policy
In jetstar to clearly state that passengers cannot manage booking online two hours before departure. Fine, at last we were charged $25 per kg and paid about $175 in total. But this is not the worst, the check in operator charged us without telling us our baggage would not be loaded onto the flight (JQ212 from Auckland to Melbourne) and we only found out after we landed and waited for more than an hour!
It was Christmas Eve and we didn’t have our baggage which contains most of our personal necessities. We couldn’t buy any alternatives because the next day (25th) is public holiday therefore most of the shops are closed!
Jetstar should never ever charge us the excess kg if they knew they cannot deliver at the first place! I take this very seriously and will file a formal complaint for this matter.
Ps. It is already more that 24hrs when I am writing this review and we still haven’t been informed regarding the baggage. Also we were only given a letter with a very generic or non specific reference number ie. MELJQ for our baggage tracing…MEL as in Melbourne while JQ stands for all the jet star flights….very well done Jetstar!