Jetstar Complaints

Checked Baggage

I booked online through Qantas and was redirected to Jetstar. I paid for checked in baggage as it appeared I only was entitled to 7kg carry on. When my flight itinerary came through it was from Qantas which showed it
included 20 kg of checked in baggage. I contacted Jetstar and asked for a refund or a voucher for meals and was offered neither. I was told no refunds were available on baggage. Not impressed!!

Australian Grand Prix cancelled due to covid but Jetstar say No refund or voucher

“COVID-19’ related event
The Australian Grand Prix for 21/11/2021 has been cancelled due to covid-19 concerns. I’ve asked Jetstar for a refund or credit voucher of my return flights from Sydney on that day but they said it’s a non refundable fare. I’ve explained that I don’t need to travel to Melbourne now as the Grand Prix has been cancelled but the CSO and the manager still didn’t agree.
I explained that if I wanted to go to Melbourne at any other time it’s about $50 each way from Sydney so for 2 adults return it’s $200. As these flights are booked on Grand Prix day it’s cost...

They cancel your extra baggage allowance that your purchased directly from Jetstar and give credit back to Qantas without telling you

I brought ticket via Qantas point from Adelaide to Melbourne on 18th of May and add extra baggage directly with Jetstar and paid with my credit card. later on I decided change my flight to different time, after i changed my flight i have asked Jetstar online customer service if my extra baggage will transfer to my new ticket, they told me "yes", at meantime they ask me my name and ticket No. so I thought it was confirmed. Also I was smart enough to ask Jetstar send me that online conversation to my email.
when i went to check in , guess what !!!!!!!! they charged me $225.00 and told...

To reschedule costs more than to fly!

Now, I book a $90 dollar flight with return to Tasmania. I'm on quite a low income so I was looking for the most affordable option. However, it doesn't look like I will be making the flight, due to unexpected circumstances at work. I was aware that you cannot get a refund on the cheap package, however, I did not realise that to reschedule cost $60 dollars. Including the return flight, that's $120. I could book a new flight for less than that. For some this is an insignificant amount, but without that I go a week without petrol. I've thought about letting someone else use the tickets, but...

Australian taxpayers can't communicate with an airline in receipt of their money

I have attempted, so far unsuccessfully, to navigate Jetstar’s frustrating website to purchase two extra pieces of baggage (one being a musical instrument) on a JetStar sector from Ballina to Sydney.
I understand that Jetstar’s the sort of airline that does everything on the cheap and charges for everything. That's fair enough, that's the business model.
What is not fair enough are the extraordinary lengths to which Jetstar goes to make sure that passengers can't communicate directly with its staff.

The vicious cycle goes thus:

• Jetstar's website will allow you...

Cancellation

I booked a return flight to Sydney from Brisbane, 3 weeks in advance for a very important event, for my son. The day before, in the afternoon, I receive the usual (Ahead of your flight and so on). 6 hours before departure I received a text on my phone (Your flight has been cancelled sorry but go to this website and check your options. When I went on their website, they requested a 10 digit number. I entered every group of numbers on the booking document but unfortunately it was not one of them. I even tried to talk to a real person but I did not have the 10 digit number for me to talk to...

Misleading and Deceitful Advertising for Upgrades

I was due to fly to Brisbane for Easter, flying out of Melbourne on the 31st of March and returning 8th of April 2021.

As we all know, Brisbane underwent a 3 day lockdown, become a red-zone (No travel without exemption) for Victorians. Thus, as it pained me to do, had to cancel my trip to Brisbane to see my family over the long weekend.

Jetstar sends me a voucher for one of my cancelled flights, i figure given it is a busy period they will be issuing the returning flight closer to the time of the flight (8th of April).

Easter had passed, and late afternoon on the...

Rude and Ugly Jetstar staff at Sydney

i had the misfortune to see off my nephew at Sydney airport and had a gross and horribly rude and ugly person on the counter call Jean or Jane, some old cranky woman about 60 with dirty blonde/brown un washed hair in a nana bun with glasses. She spent most of her time talking across the counter with some other person with short grey hair, these people need to attend a course in good manners and customer service. Then to top it all off , we overhead some male who looks like Count Dracula except has a heavy Eastern European accent who was equally rude to an old lady travelling.
Where...

$440 flight ended up a $840 flight

Buckle up, this a very long, confusing complaint.
I booked a flight totalling $440 from Sydney to Brisbane to visit my mum for her birthday on 1st April to the 4th. Tickets are already expensive, given it’s Easter holidays.

Found out today that Brisbane is in a 3 day lockdown from now until April 1st so I’d like to cancel my flight and book another flight to visit my husband in Hobart for the same dates instead.

I phone the call centre to cancel my flight. They tell me that I will receive a credit voucher within 14 days. I wasn’t happy with that as the credit probably...

Paid an extra "late fee" because I cant get boarding pass even when I checked in.

I checked in last night and no boarding pass on my phone today when I was at the gate??
It says here on their stupid website that I have to go back to check in at the counter. They said I have checked in but was late for the gate.
Why? BecauseTHEIR LOVELY WEBSITE told me to.
And an extra $75 to get on another flight. Beauty!

To Cash the Vouchers Ref. 199576283448700001 and 202331133//228200001

Voucher Numbers:
199576283448700001
202331133//228200001

Voucher Name:
LEMPERIERE MAES Françoise Ginette

Dear Sir or Madam,

I am writing to you regarding the two vouchers (reference above), vouchers I got following my flights cancellation.
I would be grateful to receive the cash for these vouchers. Due to the current situation, I won’t be able to use these vouchers.

Could please confirm you have receive my query and you will be able to process it. Please let me know if you need anything else from me in order to process the conversion of...

Jetstar stole my money........gave my COVID reimbursement voucher to some random.... No DOB... no confirmation email

I am from WA and in 2020 I went to visit my family over East . COVID hit and I had to cancel all of my plans... ir more like all of my plans were cancelled for me. I was taking my grandson to the Gold Coast.

I was flying JetStar (1st mistake) they cancelled my flight because of COVID then they sent me a voucher so I could recoup the funds. Great.... right.... Nah.. they then sent an email telling me the "system" accidently reimbursed me two vouchers (2nd mistake) ... 1 would be voided the other would be active.... Well.... I went to claim my airfare today and nearly all of the...

Forced to board in TORRENTIAL rain even though flight running early - Dangerous Slippery. Total LACK OF CARING

Threatened with removal for saying I was going to place a complaint!

Forced to board in TORRENTIAL rain. I asked for a towel and complained about the care for Jetstar’s customers that it was too much to walk in torrential rain for 50 metres and then wait outside the plane door in the rain whilst boarding passes were checked (again they had already been checked at the outer gate).

People were slipping onto each other, some people were running and jostling to get out of the rain quicker - it was very dangerous.

It is important to note the plane DID NOT need to board as...

What you can or cannot do to get help

Firstly, DON'T bother trying to phone Jetstar! It's so easy to fob you off, and even if they were to give you 'lip service' you have NO record of it. Business should only be done in writing. Yes, writing to them may not get you anywhere, but at least you have a record of their 'customer neglect'. The only way I got written responses that even remotely related to my issue, was through Airline Customer Advocate in Australia. But I must say they did little to be an 'advocate' for the customer; they really just act as a go-between to pass messages to and from Jetstar. But I believe Jetstar is...

Crewing Cancellation

I am lodging at QCAT a claim for a cancellation of a flight 2 hours before boarding for lack of crew reasons. No alternative flights were provided and the lady in the Philippines didn't understand that Brisbane airport was close to the Gold Coast so she refused to allow a different airport to return us home even when I offered to pay to get to the alternative airport. Pretty sure she was reading straight off a cue card with staged answers.

I ended up paying Qantas $1400 to fly us home because as much as I love the Gold Coast I didn't want to stay there for the rest of the year...

Complaint in verse

There once was an offshoot of Qantas,
With fees hidden well do they haunt us.
Jetstar baggage police,
Have a mandate to fleece.
Then respond to complaints just to taunt us.

Maybe it will carry more weight if we document our concerns in some catchy limericks?

Covid hotspot and Refund flight

Sydney became a hot-spot very quickly with a recent outbreak in Northern beaches. I tried to manage my booking to change my flight to leave from Newcastle instead. Waited on line for nearly an hour and gave up. I booked a new return flight leaving within 24hrs of original booking flight from Newcastle. With only a day notice.

I figured the original fight I would not get refund, as flight not cancelled just my desire not reenter a hot-spot, but I did. I waited on the phone for just under an hour and they did arrange a full refund for flight from Sydney.

Jet star is...

Blocked from manage booking

I had a similar experience over a few attempts speaking with their call centre. I needed to change the name of a passenger and for that I had to pay for another, more expensive ticket, which I told them I wasn’t very happy about because I’d paid insurance to be able to make changes but was told I couldn’t. Both times I was asked to hold multiple times for no specific reasons firstly over a period of half an hour the second time over a period of 1 hour. Both calls ended with them saying they couldn’t hear me and then them hanging up abruptly.
In the end I tried to change my booking...

Keep bumping us to worse cheaper times without compensation

I have booked 6 different flights over December/January recently from Melbourne to Newcastle and Cairns, all were booked for around 11am flights as we have a baby and a toddler and can get them to sleep around that time. We paid extra to get these times over the cheaper 6am flight so we didn't have to wake them at 4am.

Jetstar has moved 3 of the flights so far to the crappy 6am slot without any compensation to the premium we paid over the cheaper flight. Not only that but all the afternoon flights have now tripled in price!

PRICE GOUGING

I have $550 in vouchers from flights in April (Easter weekend) which I am trying to cash in for flights between Xmas and New Year to Sydney return from Gold Coast. Cheapest I could get were $820 for 2 people. I realise its peak season, but so is the Easter long weekend. Therefore, similar flights are now around $300 more expensive. That is without the need to hire a car. I need to see my 86 year old mother who has been isolated due to covid since March. This is not making it any easier for family members to reconnect. Its price gouging and greed at its worst. Will have to wait now...

No Vouchers offered

I have just been on the phone with Jetstar for the 4th time regarding a return flight from Adelaide to Sydney and back in late February 2021. The 2 shows we were going to attend have unfortunately had to cancel the shows due to Covid restrictions.
Every time I have called they tell me that because the flights are still going they will NOT issue me with a voucher so can go to the rescheduled even. They tell me to wait a few weeks and then call again as the options may have changed.
Today I was told that Vouchers probably will not be offered but I could change my flights for $55....