Don't Fly Jetstar A place to share your Jetstar complaints.

Jetstar Complaints

Getting a refund out of jetstar is harder then putting a pinapple up your butt

Submitted by Anonymous on Tue, 12/04/2011 - 19:16

After 20 calls trying to get our refund after japan's sad disaster, only to find out we are 4 days out of their full refund policy dates. We finally got our refunds "processed" and after 3 weeks only to find we had only been paid out half of flights!!!! they had "forgotten" to process the other half, now only 4 days from our re-scheduled trip to Malaysia, we don't have enough money for food and spending over there. JETSTAR's call center is a painful experience every single time we call, after all the holding and bullshit only to find out you need to talk to the so called manager, who also...

Does anyone have a problem with their call centre?

Submitted by Anonymous on Tue, 12/04/2011 - 18:45

I spoke to two call centre representatives via the 0800 number last week. I have to say, with honesty, they have the lousiest CSRs ever. They were cynical, lacked manners, unapologetic. Overall, horrible customer service! How do I complain with a vengeance without going through their crappy 0800 number or website?

another cancelled flight

Submitted by Anonymous on Tue, 12/04/2011 - 18:38

not again? yesss i live near goldcoast airport and i have a daughter who lives in adel and two who live in Syd. kate has a 1yr old daughter and pregnant(3mths) Turns up at Syd with plenty of time cause you know what being 2 mins late for checkin means...sorry youv'e missed your flight! Sorry Kate your flights been cancelled.
Last year i flew to Syd (with virgin...on time) but coming back with Jstar the fight which was booked & payed for 2 wks in advance was cancelled & for 3hours jetstar told us nothing about what was happening and vacated their service desk. So 4 hours later...

Pack of wankers

Submitted by Anonymous on Tue, 12/04/2011 - 17:31

I had to cancel my flight because of a death of a friend and stinky Jetstar customer service officer who I waited for 1/2 hour to pick up, told me I had to get the death papers - HELLO dummy's you can't get it that day. I had 2 weeks before the I was to fly to CHCH, I sent the papers by fax, waited for 5 days no response, phoned again, and told it hasnt been received, check fax no - correct ,sent again, - 3 days later phoned, waited 45 minutes, AGAIN no surprise, still not received. Flight day looming sent again. Phoned day I was supposed to fly, what do you know - not received - sorry...

Arguably the worst service I have ever experienced

Submitted by Anonymous on Tue, 12/04/2011 - 14:06

I am appalled at the customer service delivery from JetStar. To set the tone - we booked a weekend in Bali in May, and did so sometime in October. At the end of December, they changed our flights - by a convenient 2hr 55 minutes (just under the 3 hours that they allow themselves to change without offering a refund). I can accept an hour or hour and a half, but this felt just wrong. So after a lengthy complaint process with them, they granted me a refund on December 28th. Suffice to say, that was just the beginning of a tiresome and infuriating process. Here is an excerpt of the mail...

A very small win - email addresses that worked!

Submitted by Anonymous on Tue, 12/04/2011 - 13:57

I have been on hold for hours over the last few days trying to get confirmation of my cancellation of my flight due to illness. Wanted to have confirmation in writing for insurance purposes. The call centre was a nightmare - I was hung up on twice and told they only responded to faxes and the number they gave me did not work from NZ - but I found some emails addresses on either this site or the Facebook page -

David.Koczkar@jetstar.com; Bruce.Buchanan@jetstar.com;...

Jetstar are Heartless uncompassionate unempathetic robots

Submitted by Anonymous on Tue, 12/04/2011 - 11:25

Prior to the below email,
I spent hours on hold numerous times to try and discuss a refund, i was polite at all times and understanding of their lack of english ,

They simply do not understand the meaning of Customer Service, and their Compassion Team are anything but .
They run around in circles and blatenly lie about their contact information, My advice for people is pay the extra $20 dollars and pick another airline , Jetstar are the worst Company i have ever dealt with EVER.

My company have now discarded their services, and i would also encourage others to...

Smoke and Mirrors

Submitted by Anonymous on Tue, 12/04/2011 - 11:11

Trying to sort out a refund for my daughter has been one of the most frustrating things that i have ever had to do, they beat the others by miles.
After speaking with the call centre for the 4th time in 6 days I was informed that the Customers Concerns division of Jetstar Australia is PO Box 635 Sunshine Coast 3020, they do not have a phone number, the call centre in the Phillipines cannot send emails and that they do not have any contact details for Jetstar Head Office in Melbourne. My daughetr has been given the run around since the 11th of March and asked for my help on the 6th...

Compassionate refund

Submitted by Anonymous on Tue, 12/04/2011 - 10:00

I organised my mother a flight to Hobart but my father had a stroke and she can't fly. I'm a disabled pensioner. It was a 26 min call on 21/3/11 for them to tell me to fax a medical certificate and cover letter and I would be given a compassionate voucher for the total of the flight. After a week I called back (16mins) to say I had received no confirmation of the fax. I was told it usually takes 7-10 days. Today I phoned - 28 mins!!! to be told that they haven't received the fax. I said I wanted to speak to a manager and was refused and told they would say the same - fax it again. I have...

Call centre busy

Submitted by Anonymous on Tue, 12/04/2011 - 02:24

I have just tried to reach Jetstar's call centre (+61 3 9347 0091) for over an hour now. I don't even reach through to them, the line is alway busy although their homepage states "24 Hours 7 days". Is this the norm? Apparently people here do reach them, so is this a new phenomenon or is there a certain time when it is easier to at least get into the waiting line?
Thank you for any advice!

I really didn't object to the endless delays, lenghty queues ,appalling service etc but after a cancelled flight I am out of pocket $1200 and CANNOT GET MY REFUND

Submitted by Anonymous on Mon, 11/04/2011 - 22:48

Our flight was deplaned, their verb not mine, after missing the curfew at Narita. We, husband and 4 children, were all shipped off to an airport hotel, got to bed about 2 in the morning and found out by fax next day that husband and I were off to Sydney via Singapore and children were scheduled to fly out of Osaka a day later. In the end, meaning after endless phone calls to Jetstar staff who were adamant they couldn't help, husband flew out and we travelled to Osaka, not a Jetstar employee in sight. The bullet train, accommodation in Osaka, meals etc set me back about $1200, Jetstar...

Flight date transfer confirmed on website but never went through

Submitted by Anonymous on Mon, 11/04/2011 - 19:58

My sister booked a flight, then changed the flight online on the 19th of March 2011 (the flight was meant to be on the 21st March and she changed it to May 2nd) and the website had a confirmation screen that came up with a reference number (she didn't write this down) and she was told the change was successful and everything was confirmed. She didn't check until today to see what time her deferred flight was to fly out, and rang up the contact centre today to confirm, only to be told that in fact she was a no-show for her original flight and would have to buy a new flight entirely!...

Newcastle staff cancel written boarding times to force passenger to pay double and await next flight

Submitted by Anonymous on Mon, 11/04/2011 - 19:47

I arrived at the Newcastle boarding gate with my boarding pass and was outside the 10 minutes cutoff tie zone that would otherwise prevent me from boarding. i had checked before departing brisbane with jetstar staff what the window was up to 10 minutes before departure time fo rthe newcastle airport flight so that I would be prevented from boarding the plane if fog and rian slowed my arrival time. When I reached the terminal gate to the tarmac it was 12 minutes before baording...I looked at the boarding ladder up agianst the plane I looked at the time on the ticket for departure and...

jetstar directed wrong - the evidence of the false flight safety: the indicating figure showed that the bag size should be wide to knee, but, the flight attendant showed me a wrong direction, and said that the figure is wrong.

Submitted by Anonymous on Mon, 11/04/2011 - 15:42

jetstar directed wrong - the evidence of the false flight safety: the indicating figure showed that the bag size should be wide to knee, but, the flight attendant showed me a wrong direction, and said that the figure is wrong.
 捷星假飛安證據該航規指示圖規格大到膝蓋不同我的包,空姐教放錯方位,竟要我包放到椅子前方下面,而捷星指示圖是打叉錯的,這是公報私仇
jetstar directed wrong - the evidence of the false flight safety: the indicating figure showed that the bag size should be wide to knee, but, the flight attendant showed me a wrong direction, which was to avenge a personal wrong in the name of public interests....

voucher? refund? yeah right!

Submitted by Anonymous on Mon, 11/04/2011 - 12:40

I was due to fly Wgtn/chch on 3 March, as the govt was still saying no unnecessary travel to chch I called JS customer service on 2 March to arrange the offered travel voucher. My 5 other friends booked on the same flight as I was did too.

NONE of us received the vouchers they said we would.

I called today to use my unissued voucher to book another flight, BUT was told that I would have to wait 5-7 days to get a voucher processed. When I said no, I need to use it before that, and it should have been issued on 2 March, they put me on hold for 17minutes. They came back...

Will I ever get my refund

Submitted by Anonymous on Mon, 11/04/2011 - 10:20

Due to the situation in Japan (earthquake) I had to cancel my flight with Jetstar. After waiting on the phone for 30minutes (which seems to be the normal waiting time) jetstar did process my refund. However, after nearly a month and calling back three more times, they still haven't refunded me. On the last conversation they promised me a certain date for my refund which I never got. I was so upset and angry and called just this morning to only find the bitter truth that I will have to wait some more to get my refund back. other travelling agents has already refunded me for hotel booking. I...

Telephone nightmare

Submitted by Anonymous on Sun, 10/04/2011 - 13:35

I have been trying to run an enquiry about a ticket with Jetstar.
The only means of communication seems to be telephone, but my friend in Indonesia says their number there does not work, and asked me to call them. I called 8 times in one day, but the number was permanently engaged. I tried late at night, but was put in a queue with a warming that the waiting time was more than 30 minutes - try that on a mobile.
I finally got through on a sleepless night when I was up at 5 am. Twice after connecting the call dropped out. On the third try the person in the call centre somewhere...

Bags lost for 8 days

Submitted by Anonymous on Sun, 10/04/2011 - 13:07

Ours is a really long storey, so I'll keep it as short as I can. Basically, Jetstar lost our bags, they were not delivered to our hotel when they said they would, and we made repeat calls (from Thailand to I suspect the Phillipines via their call centre) to them asking where our bags were, each time they said they had no records of our luggage being lost. We went 8 days without any of our luggage, and have worked out that we are out of pocket for a total of $370. And we rounded down. There has been no apology, no explaination, and we have made repeated phonecalls since being back home,...

Fees

Submitted by Anonymous on Sun, 10/04/2011 - 13:05

Bought 2 adult tickects from Gold Coast to Newcastle. Cost, about $220 return all up. One passenger could not fly so called to change the name....thinking it would cost about $50.00. WRONG...............$270.00 to change the name on one ticket....21 characters to 18. It will be cheaper to drive. Their conditions are not clear and how to complain....forget it. Write a letter but nothing will come of any complaints. If they have a ration of under 10% complaints, thats good business. The can stick their tickets where the sun dont shine, I will not be cancelling so they dont have a chance to...

Last minute flight!

Submitted by Anonymous on Sat, 09/04/2011 - 22:47

So at lunchtime on friday I find out I need to go to perth, the only flight I can reasonably get on is crapstar.
I think cant be that bad?
WRONG!
I purchase a bottle of water and after 2 sips I went to the toilet, when I was gone the hosty tried to rubbish it! luckily the husband noticed and told her to leave it.
Then the hosty flirts with a passenger during beginning of descent and jokes with him about how she should be preparing the cabin.
Lucky for us our bags didnt make the flight! No one wants to help, husband is platinum qantas flyer.
Qantas say...

No Booking reference number and no confirmation at all after payment is made!

Submitted by Anonymous on Sat, 09/04/2011 - 01:31

I am urging staff of Jetstar to get back to me asap on the above mentioned matter. I booked 4 pax to depart on the 15th of May and coming back to Singapore on the 21st of May. It seems that the hotline number is just a hoax??How long do I have to wait for someone to pick up the phone to talk to me??

Toilets ran out of water

Submitted by Anonymous on Fri, 08/04/2011 - 00:07

I didn't see if anyone else already wrote about this, but anyway..

I have had my issues with Jetstar cancelling flight and putting us onto an inconvenient flight etc. However, my travel partner somehow convinced them to give us a full refund (wow!) and we rebooked.

So I went ahead and booked Jetstar for flights to Hawaii last year, in May. THe return flight was painful. The flight attendants seemed to be in the most awful mood, speaking realy abruptly to passengers etc.

But the bit that made me decide no more for me, was that just out of Sydney, they announced the...

Mickey Mouse Airlines, I mean Jetstar

Submitted by Anonymous on Thu, 07/04/2011 - 21:05

Calling from Indonesia to change flights or talk to Jetstar is impossible!

The number for Indonesia does not work and calling the Australian number is hit and miss. Have
been trying the number all afternoon today and it just times out.

Within Asia the aircraft are dirty and old.

The sooner Air Asia base out of Singapore the better! Then we can forget flying with Mickey Mouse.

ANYONE KNOW JETSTARS HEAD OFFICE PH NUMBER?????

Submitted by Anonymous on Thu, 07/04/2011 - 16:52

I have made a complaint via email to Jetstar and havent got any respose for weeks. Does anyone know head office phone number that i can call????

(Added by the site developer)
Seeing as this page is getting so much traffic, I thought I should edit this complaint.
Jetstar contact information can be found at:
How to contact Jetstar - phone numbers, email addresses etc