Jetstar Complaints

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Submitted by Aleksandar Popovic on Thu, 04/08/2011 - 18:57

No one knows Jetstar like the travel industry does - and as I've said for months now in particular since they closed the Australian call centre - if any airline goes bankrupt it should be Jetstar! Our woes are endless with the call centre and the problems we encounter on a daily basis - aside from natural disasters like ash clouds and fog which everyone is affected by.

Just to give an idea - I work for a very large international corporate travel office which does thousands of $'s in sales to Jetstar every day. We have no sales rep to speak to about issues or problems and no one to...

No refund

Submitted by Sheryl McIvor on Tue, 26/07/2011 - 09:32

My grand daughter & her friend who are only 15 worked so hard to get air flights & insurance to visit their friend in New Zealand in September. Their girlfriends father with whom she lives with said they would have to change their dates as school exams had changed due to the rugby. Jetstar will not change them, defer them or let them have a credit on their air fare. YOU EITHER GO THEN OR LOOSE ALL OF YOUR MONEY. I think this stinks as these girls are minors and don't know anyone else over there. Apparently for two 15 year old girls having nowhere to stay is not a good enough reason...

Flight Cancellation

Submitted by Manuel Pappos on Mon, 25/07/2011 - 09:00

I received a text from Jetstar at 8.20pm on Wednesday 20 July to inform me that my 4.50 pm flight the next day had been cancelled and that I was now to depart Auckland to return home on Friday 22 July at 9.00pm. I contacted Jetstar the next morning to inform them that it was essential that I was back in Melbourne by the Thursday and asked if they could transfer me to a Qantas flight. All I received was an apology and that I could cancel my flight receive a refund, but I would need to arrange a flight back home. This I did, but the return trip for my wife and I cost over $1,000 compared to...

4 hours delayed + rude customer service

Submitted by Michelle Tan on Sat, 23/07/2011 - 00:41

So my flight was originally 10pm tonight, got delayed to 1am, then 1:30am, then 2am.
I have no clue as to WHY it was delayed on so many ocassions.

The worst bit is i called customer serviceat 8am to verify when my flight was scheduled. I told them I got a SMS for 1am, and they told me they dont have any info regarding a delayed flight and its still scheduled for 10pm. Reached the airport to find out that it was in fact delayed. Called them again, this time their phone CVR service said 12am, however everything else indicated 1am.

To top that off, had to talk to an idiot...

Upgrade to Business Class

Submitted by David Howe on Thu, 21/07/2011 - 07:38

At 5.00pm today, I wanted to upgrade my economy seat to Business class. I saw the business class airfare was $749.00 and thought the difference would be around $310 for the upgrade. The lady on the phone told me it was going to be $600 plus. I said you got to be kidding and asked her the check the prices on the internet. She put me on hold and 15 mins later told me that the airfare on the website is no longer $749 and it should be $1049 and the difference I have to pay is going to be $800 plus. I thought they manipulated the price change in the website and said I will be better off...

Rigid Policies Lead to Angered Customers

Submitted by Mariana Basulto Peck on Tue, 19/07/2011 - 10:13

Actual feedback left for Jetstar on their webform (names and specifics have been omitted)
Due to the lengthy delay of an international flight from Argentina, my brother, will be unable to link with his Jetstar flight. Due to your rigid policy application, we have been unable to change his flight, despite we were told by a CS agent that the change could be made for $50.00 either by logging into the Jetstar website or even at the airport upon his arrival. We have since been informed that any chnages must be made within 24 hours. Since we are now unable to do so and my brother will not...

Charge ME for YOUR mistake? I don't think so.

Submitted by Leanne Lai on Mon, 18/07/2011 - 18:29

So, 2 weeks ago we booked a Jetstar flight to the Gold Coast. Unfortunately, the website wasn't accepting the details we put in so we booked using their call centre instead. It all seemed to be fine, the booking went through and the correct details were all fully confirmed.
However, when we received the itinerary, the details were completely wrong. NOT what we had specifically confirmed with the guy over the phone. So we call up and ask them to fix their error.
Lo and behold, they say that WE have to pay THEM to fix their error! I don't know what their line of thought is but...

If you pay peanuts you get monkeys

Submitted by Monica Genova on Fri, 15/07/2011 - 18:14

Jetstar has failed to provide a cancellation letter and refund in a reasonable timeframe.
Jetstar cancelled our flight from Sydney to Christchurch due to Volcanic Ash for "safety reasons" (I suspect the real issue for Jetstar was the cost of the extra fuel needed to fly beneath the ash cloud as other airlines continued to fly safely at the time) . We eventually re-booked and made it to Christchurch to connect with our Queenstown flight. After sleeping at the airport terminal we proceeded to check in for the Queenstown flight, all seemed ok, however after waiting 30 minutes after...

Ok when things go to plan, appalling when they don't

Submitted by Dan Forth on Fri, 15/07/2011 - 14:56

I've flown Jetstar regularly since they arrived in NZ, with almost no issues until late last year. Sure, their booking website was a bit buggy at times, but manageable. And apart from occasional delays of up to an hour (mostly less, or none at all), I've had no issues with their actual flights or in-person service staff.

However, persistent website bugs early this year followed by huge delays and hassles getting a refund they owed me, followed by even larger problems with their voucher system (they'd sent me one as an apology for the refund issue) has completely turned me off the...

Jetstar staffs cheat by providing false statment

Submitted by Ranny Su on Fri, 15/07/2011 - 12:37

We booked a ticket with Jetstar to fly from Christchurch to Auckland on the 13th of June, 2011. Around 11pm on 12th of June, we received a text message from Jetstar saying our flight has been cancelled due to volcanic ashes. Because we could not reach any Jetstar staff via telephone (probably due to intense number of calls from other customers at the same time), we decided to go to the airport anyways.

When we were lining up at the Jetstar queue at the Christchurch airport, one of the Jetstar staff where helping people in the long queue to fasten the process of the queue. She told...

Satisfaction Survey: Do you like incompetence?

Submitted by Hugh DaMann on Thu, 14/07/2011 - 19:23

Despite having our flights cancelled by JetStar because of the ash cloud, they still sent us a survey asking how our flight was. Way to rub in the fact we didn't even get to take our flight guys.
I read this the other day and thought it should be shared with all you anti JetStar folk:http://www.getfact.co.nz/Articles/National/silver-ferns-coach-ruth-aitken-pissed-at-son.html

Embrassed by the staff, then delayed.

Submitted by Sara Masudy on Sat, 09/07/2011 - 00:12

I had a flight from Adelaide to Sydney a few weeks back. I booked with my travel agent and told that my flight would leave at 8.30am. My printed itineray said so too. I reached the airport at 7.50 am. My friend frantically called me to tell me that if I didnt get to the checkout in 2 minutes I wouldnt be able to check in. Confused; unfit; just awoken - I ran all the way to the check in.

Apparently the woman at the service said to my friend that I couldnt get on the plane? When I got there another woman served me and said to run to the plane.

So I ran to the plane. And by...

Higher Fare When Changing Booking.

Submitted by Maria Teresa Llido on Mon, 04/07/2011 - 16:38

Hi all, just wondering if anyone has gone through changing a booking. I accept that there is a fee for $50 per person but here is my problem:

I booked a ticket for 2 adults and 2 children this xmas, now due to a family emergency I have to go earlier and called jetstar. First time I spoke to someone, he told me about the fee and I accepted that and also I was aware that I pay any difference. This is why I chose the days with the lowest fares. I looked up the fares online because I am also looking at prices for my mom and 2 children. I was told that my original ticket per person...

my Jetstar experience

Submitted by Ilan Golan on Sun, 26/06/2011 - 14:46

My name is Ilan and this is my Jetstar story:

As I was checking in to a flight from Sydney to Hawaii I was told by the lady at the counter that i need to have an outgoing flight ticket from the US or else I can’t check in to my flight.

I was forced to purchase 2 tickets, 1 for myself and one for my friend although I didn't really needed the tickets.
I was told the tickets are fully refundable and paid 2200 Australian dollars for the tickets.
On the 20th of April, as soon as I got to the US I called Jetstar and asked for the refund.

I was told that I need...

Jetstar Co-pilots can have as little as 150 hours flying experience as reported below

Submitted by Brian Davison on Fri, 24/06/2011 - 09:37

This article probably goes someway to explaining why Jetstar are not flying in New Zealand at the moment.............There pilots can have as little as 150 hours flying experience. http://www.smh.com.au/travel/travel-news/pilots-told-to-train-more-20110...

Lack confidence

Submitted by Hardworking Techie on Thu, 23/06/2011 - 09:23

With the news and watching closely what jetstar are doing these last two weeks in the middle of a volcanic ash "crisis" (although Air New Zealand can apparently fly round/under and have operated a safe service) I tried to call both Quantas and Jetstar customer services - can't get through at all. I was supposed to be flying from Christchurch to Auckland to catch a non connecting flight (layover one night in auckland), but wanted accurate info in the event of the jetstar flight being cancelled. It'd cost me probably more than a grand to get back to the UK on short notice - seems reasonable...

geographicly challenged staff

Submitted by Linda Allen on Wed, 22/06/2011 - 10:59

my family wants to go to the snow so my daughter rings jetstar to book 9 seats to canberra.........ends up with 9 seats to tullamarine!!!!!!!!!
when i saw the booking i rang jetstar and spoke to some malaysian who has informed me their invisable ninja-like uncontactable maybe even non existant finance department are listening to the tape to decide if we can get back our money and no, i wont be contacted to be told the result of this secret meeting i will have to undergo the torment of being on hold and put through Q and A time of identifying if its really me or not and going through...

Passport stolen, lost baggage and credit card fraud..

Submitted by Lia Mei Toscano on Sat, 18/06/2011 - 19:28

Has anybody experienced attempted stolen passport by baggage handlers? This happened Tuesday 14/6/2011 at Honolulu airport and the guy behind the jetstar desk was in on it too. We had to call the police and 45 minutes later it appeared in thin air when we threatened that we wanted to see the security camera footage. On top of that we were told we were 30 kg over the baggage allowance and had to pay $20 a kg. We disputed this as they lost our baggage on the way to hawaii. We ended up paying for 20kg which was $400 but couldnt believe that we were that much over. Anyway cut a long story...

No care and no ethics

Submitted by Allison Robyn on Sat, 18/06/2011 - 18:26

&.00am flight cancelled on Monday 11 - no sms message
7.0 told that the only flight for my husband and son and I would be following Sunday as all in between flights were booked. Did we want to confirm the Sunday flight? If we did and then did not take the flight we would not get our money back - Roy in India told us. In a bind. Roy said keep trying. If you get a flight before go for it.

Managed to get two flights on Wednesday and had to pay again for them. Flight cancelled again and hour after the purchase of tickets. We are now holding 5 paid for tickets and no...

Christchurch Earthquake Aftershocks - flight refund/voucher???

Submitted by Wen Xi on Thu, 16/06/2011 - 16:52

Dear everybody,

If anyone else is in a similar situation or has any suggestions as to what I could do please let me know - I'm a student and can't afford to just throw away $500!

My friend and I booked online tickets last month with Jetstar to fly from Melbourne to Christchurch next Tuesday 21 June. At the time of booking we thought it would be safe to travel to Christchurch because there hadn't been an aftershock from the earthquake since February. However this week there have been two fairly severe aftershocks, as a result of which my friend and I have decided that it is no...

No flights available to reschedule your cancelled flight??

Submitted by Anonymous on Wed, 15/06/2011 - 23:42

After having our 7.25am Monday flight cancelled due to the volcanic ash and then staying in Sydney for 2 days before we even managed to get through to Jetstar's call centre we were told there were no flights available to reschedule 3 of us onto. We took the option of going to Melbourne and getting on the spirit only to find that there were heaps of tickets available online for sale for $389 from Sydney or $309 from Melbourne yet they were unable to reschedule us onto these flights for fear they may not scam enough paying customers to make up for their stupid decision not to fly on the...

Another booking failure

Submitted by Nicholas Marris on Wed, 15/06/2011 - 13:54

I was booked to fly Singapore to Darwin on Saturday 11th June, as I live in Darwin I have no choice but to put up with this so called airline.
I paid for extra legroom and requested if posible an aisle seat, (although I understand that this is not allways possible).
I was assured at check-in that I would have both!
So on boarding I find I am in the middle seat between the rear facing flight crew seat and not in a extra legroom seat.
This has occured to me before, among many other Jetstar experiences of the less than pleasant variety.
I asked for a form to make...

Don't Put Elderly or Vulnerable People on Jetstar

Submitted by Christine Sutherland on Tue, 14/06/2011 - 15:37

This is the story of my attempt to fly from Newcastle to Perth on Jetstar.

1. No connecting flight - a ridiculous 3-hour stopover in Melbourne.
2. Told have to collect bags and re-check in, even though was flying 2 consecutive Jetstar flights.
3. Arrived, grabbed bag, walked to check-in, and was turned away even though others were checking in on other flights. Dragged my bags to the other end of the airport to get a coffee.
4. Came back at the allotted time to a cattle herd: 6 flights now checking in simultaneously. Waited 1 hour and 3 minutes in line. The foreign...

Refused surfboard

Submitted by Anonymous on Fri, 06/05/2011 - 14:00

On Wednesday I was flying back when I was told my surfboard (an 8' mini mal) would not be flying with me as it was too long. I had taken a longer board to Bali on Jetstar many times and so didn't anticipate any trouble.

It was abandon the board or abandon the ticket so I abandoned the ticket and went to Virgin who had no problem with board even though their plane is smaller.

From now on Virgin gets my business as well as anyone I can convince to switch.

I also notice that if you try and re-book a ticket you pay the $40 fee and the price offered on the proposed flight...

NEVER FLY JETSTAR AGAIN - NO MATTER THEIR "DEALS"!!!!!!

Submitted by Anonymous on Thu, 05/05/2011 - 13:24

I spent a fortune having to change my tickets on jetstar then 6 months later just before my flight schedule i get an email saying that they have cancelled my flight - they refuse to refund me at all because they gave me more than 3 hours notice - ummmm wouldn't i be on my way to the airport 3 hours before the flight???!!!
JETSTAR ARE THIEVES AND WE DESPERATELY NEED AN AIRLINE OMBUDSMAN!!!! PETITIONS?