Jetstar Complaints

Jetstar Cancels 17:45 JQ37 Sydney to Denpasar Bali Tue 10th December - Destroyed Our Family Holiday

After continually waiting and lining up in queues (the check-in was absolutely ridiculous with only 3 x counters open - took 1.5hrs to check the bags in) and continued delays, Jetstar announces 2.5hrs after the scheduled departure that flight JQ37 to Bali has been cancelled. We were then advised that we would be escorted down to immigration, have to collect our baggage and return to the Check-in Counter to re-schedule. That was about all the info and advice we received as there was not a Jetstar representative within sight going through immigration / customs, collecting out bags or...

Sydney to Gold Coast flight cancelled 10/12/2019

Jetstar JQ408 on 10/12/2019 at 11:35 am to Gold Coast from Sydney was delayed to 12:45 pm but given no notification as to why there was a delay. Waited until 12:45 pm and flight was delayed AGAIN until 1:30pm, then again to 2:25pm. At about 2pm the sign board showed "Gate Open" for the flight but no other announcements throughout this whole time nor any staff at the gate to talk to passengers regarding this flight.
At 2:30 pm, I spoke to a staff member at another gate and flight and they told me to check the live schedule boards for the update on the flight. I informed them that the...

Over 3 hour delay from Newcastle to Melbourne because there was "no crew available"

On Monday the 9th of December 19 the flight from Newcastle to Melbourne which was originally meant to depart at 6.25pm, ended up being delayed over and over again to finally depart at 9.45pm.

No real time updates were sent to the customer. I would have happily been dropped off at the airport later if I was notified. According to the crew member at the airport, "delay messages get sent to morning flights" - why not afternoon or evening?

Apparently the crew who were meant to operate the flight had worked over their legal duty time. Shows a lack of planning and poor...

Brisbane - Denpasar delayed

Flight JQ57 has been delayed today 10th December 2019 7:15am. It’s now 9am and no sign of when we will be able to fly out. Apparently it is a technical problem with check in. We have received $10 voucher each which is good but would like to see a better system to keep customers updated. We continue to wait......

Another cancelled flight / no support / stay away from JetStar

JetStar cancelled a flight from Sydney to Melbourne on December 6 2019. Ok, your plane has technical problem. It's happened, even in normal companies.
Ok, you do not want to spend your money and would like to offer a flight the next day to try another time. Of course, flights between Sydney and Melbourne are such infrequent, and I can wait for one-two days. You said that no tickets available for other companies... Do you really believe this information cannot be checked immediately?
In case of a specific nomination for the most inefficient and customer-unfriendly helpdesk - you...

No Wheel Chairs allowed on Certain flights according to Jetstar Manifesto

I was booked to fly Jetstar on 14th Nov 2019 but I had an accident and injured my foot. Tried to add a wheelchair for my flight and was told all wheelchairs had been hired. I offered to use my own wheel chair but Jetstar Live Chat staff told me if wheel chairs are not available on that flight then there can be no other wheel chairs allowed under the company's so called MANIFESTO .
I cannot believe this of Jetstar, to deny a person who requires a wheel chair even thought the person is ready to pay for the use of it on board. This is a direct discrimination against a person and a total...

Change of name

Was charged $402 for a name change after they passed away. I booked early August & told them 3 weeks late. The original fare was $121 but on the day was $148. I didn’t change times or dates just a name. There saying $170 cost to change it. How can they jusify this as its a huge amount to pay extrt. But on return they made that many stuff ups that we missed that flight & had to wait 3 hours for another & they paided.After the $402 they didn’t have a lift working as I was in wheelchair with DVT and had to crawl up the steps, then a passenger sat on my lap on departure of plane in...

CPAP machine not allowed as carry on baggage in addition to 7 kg limit

This is my Sixth attempt to get a reply from JETSTAR Not even an acknowledgement from them toall5 emails /lettersincluding one to the General Manager dated18 May2019
THIS IS MY STORY

email dated22 April

I recentlyflew to Sydney return from the Sunshine Coast
A short tripi only needed 7Kgcarry on baggage
I have a CPAPmachine i take with me (not used on flight)
In the pastthis has been allowed in addition to 7kg All airlines including Jetstar(not been queriued preiously)including an internationa flight(march)and a Virgin flightfrom Melbourne(march)...

jetstar hotels vouchers not issued

According to "https://www.jetstar.com/au/en/hotels-voucher-terms-and-conditions", I was expecting jetstar hotels vouchers for each of my itinerary. But, I did not receive any voucher. When I contacted customer care jetstar booking team asking me to contact jetstar holidays and they asking me contact jetstar hotels, and jetstar hotels team asking me to contact booking team, so they are in effect making me go around while avoid giving me my vouchers!!

Another cancelled Jetstar flight

Jetstar strikes again. Another Sunday evening flight cancelled which is getting to be quite a habit Jetstar. You’re getting quite the reputation for your very poor service.

At least five times now my family have had flights cancelled at short notice and no options offered as a solution.

Your online chat service is a JOKE very rude and unhelpful staff.

Happy to reap the profits and pack people in like sardines but not offer a good reliable service, I think you’ve even surpassed Tiger Air as being extremely unreliable with a reputation for cancelling flights at short...

Another cancelled flight

Terrible handling of cancellation was cancelled 31/10/2019 received email at 2:30 the morning of the flight 1/11/2019 rang to find out what we could do and had to actually tell the Indian call centre staff what needed to be done. Have lodged a complaint with Jetstar and did not receive any compensation (extra day car hire , extra baby sitting cost for my children and numerous other out of pocket expenses. When I got to car yard bloke behind desk had told me that Jetstar had been doing it all week. Thank you Jetstar for another crap experience will not let you have a 3rd try will now only...

Ridiculous options after cancelled flight

Hey Jetstar, I just wanted to commend you for your excellent customer service I experienced tonight. It really goes to show how far you’ve progressed in this area. I mean, you cancelled a flight on me due to weather, which you know, is a bit inconvenient but at least you have super strict safety guidelines, as no other airline cancelled their flight. And then you offered me SUPER SUPER convenient options for a simple 1 hr flight to Adelaide... (1) I get to leave Melbourne at 7am, and arrive in Adelaide at 430pm via Brisbane. HOW GREAT! A quick pit stop in Brisbane for a few hours of sun...

Disgusting, impolite staff!

I am 7.5 months pregnant boarding a plane to go home from Hobart-Sydney.. when I’m pulled aside and told to “put your bag on the scale” no explanation or even a hello.

I had no idea what was happening or why I was pulled out of the boarding line. Upon weighing my bag (hard cover cabin case) I am shocked to be told I’m over the 7kg limit. She then told me I have to add my tiny backpack/handbag (smaller than my forearm) to the total weight... why? This bag doesn’t go in the overhead. Together I am now sitting 2.5kg over the limit and the girl is already trying to tag my bag and tell...

Flight cancelled and stuck at transition

Absolutely ridiculous experience. Our flight from Christchurch to Sydney got cancelled without notification. At first, I thought may be I didn’t receive their email notification because I booked through a third party. Later on I found out that my third party company have never received any notification regarding the cancellation at all. Regardless of who’s story is true, I was really disappointed with the way how Jetstar handled the incident. As they told us there’s no direct flight to Sydney on the day which left us no choice but to wait at the airport for more than 16 hours to transit...

Stuck in Sydney overnight back in July ... $8 cash refund and a $50 voucher so far as compensation

Got stuck in Sydney after the last flight out was cancelled despite knowing they had a backlog all day long. Made everyone line up at the gate until the very last minute before cancelling the flight and telling everyone to come back tomorrow.

The whole process of rebooking was a complete $%#@ up, but that's another story.

Eventually got hoe mid afternoon the following day and put in my claim for hotel accom ($177) at SYD and meals ($30). Total cost $207 - Jetstar agreed to pay $150 as was their policy. Kept at it and kept at it arguing if they could show me a hotel...

RACIST and DISHONEST

My younger brother and I separately booked our tickets from Adelaide to Brisbane 3 days apart, when we got to the airport somehow there was only 2 tickets in his name. I live in Queensland and my brother doesn’t, there is no possible way I put his name on my ticket. We tried talking to all the staff around the luggage counter and they were just being rude and not helpful, one lady made it so I couldn’t print out my boarding pass. I had to go to the front desk and try to get help, I’m obviously frustrated and upset as I think I’m about to not get to go home. They get federal police to...

Extra legroom bungle

Booked a trip to gold coast flying this websites favorite airline. We paid extra to get seats with extra legroom as I know "the airline that cannot be named" has small seats. Firstly they delayed the flight for 30 mins and then we boarded the plane. all ok. Got seated and then stewardess noticed I had hearing aids and that we would have to change seats. The reason is that the extra legroom seats are emergency exit routes and people there are asked to help if required. No issue am am 57 years young. I said that the hearing aids were a trial (they actually are) and I would take them out as...

Dishonest staff handling our flight cancellation

This is a serious complaint case as our flight cancellation was not handled appropriately by Jetstar. Firstly, flight cancellation was informed via email and sms on 7 Sep 19 less than 24h prior to initial scheduled flight time so we were given very little time to react. Upon realisation the next morning (day of the flight on 8 Sep 19), we clicked into the link provided and realised that there were no flight replacement options available. The only option we were provided with through the link is cancellation and reimbursement. We called the customer service line and were told that the next...

Jetstar upgrade - seriously?

We fly to Bali in 3 weeks. On the website the price of a business class airfare is $722 per person vs economy fare price of $502. A difference of $220 or $1100 for the five of us. When I asked jetstar if we could upgrade, I was quoted $4980!! What the actual? I asked why the difference is so high and was told it was due to change fees??

Flight Cancelled. Mixed messages from Phillipines cell centre morons.

My flight from the Gold Coast to Adelaide today was cancelled at the last minute. Im not sure why.
The next flight was not until tomorrow so I rebooked.
This was very inconvenient because I missed my business meeting in Adelaide and lost one night at the hotel I had pre booked.
Jetstars call centre is staffed by Philippine morons with the intellect of five year olds. They told my I could spend $150 on a hotel and $30 on a meal as compensation. The first one told me I could use this when I got to Adelaide.
This sounded a bit strange so I called again. The second one...

Jetstar exploits woman with Down's Syndrome for positive PR

Recently there was a woman with Down's Syndrome named Georgia who dreamed of being a member of the cabin crew. Did Jetstar give her a full-time job? Nope, they hired her as a flight attendant "for a day". As a disabled person myself I found the whole thing patronizing. Why don't they offer her an actual full-time job? It's clear they just did this for the positive PR and so media consumers can have their feel good inspiration story.

being ripped off

after booking a flight i booked a bundle package try to change flight times only to be a extra $50 dollars would apply try to explain to them but shit for brains would not listen best thing trying to tell i was wrong told that the specail was still on but stupid said no i was wrong best part they dont work oz but overseas will not fly again and just wright them off to show people what a shit run company they really are

Why I Never Ever Fly Jetstar

Son visited us in southern Japan during the Obon Festival and despite my advice flew Jetstar. Well anyone familiar with airlines especially within Japan realize the absolutely shameful rorting conducted by airlines during these periods which add hundreds of dollars to tickets purchased other than at less popular times, and Jetstar would be by far the worst when factoring in their seemingly total lack of empathy and service.
My son travelled light from Tokyo but due to my wife and I buying him gifts to take back he was slugged 4000 yen ($65) for the 2.9kg over his 7 kg carry-on...