Jetstar Airways

Not Verified | Brisbane to Cairns. Flight was cancelled the morning of the flight. Only offer was a flight arriving after midnight - which with 2 young children and an elderly 74 yo isn't ideal. Wouldnt offer any form of assistance with lounge access or anything. I have had similar situations with other airlines but they at least assisted with something. The answer from Jetstar - your booking package gets you nothing basically. Just feeling let down as I know its about airline profit.

✅ Trip Verified | Ballina to Melbourne. Disgraceful service. Poor communication with all its customers from a cancelled flight to appalling after sales service. No care given to its obligations towards decent and basic customer service. I have had more issues with this airline than I could write in this review. This airline is budget for a reason. And that is that the customer service experience is one of limited care. Bad communication and poor basic common sense and customer appreciation. This airline could change its perception within the industry if it focused more on the customer and not the bottom line in its business model. The fact that due to unforeseen circumstances that a flight can be canceled is one thing and sometimes very understandable for what ever reason. The after sales service of having to deal with providing alternative accommodation would also not be easy. But to take it’s stranded passengers two hours away to a partner accommodation rather than support more local townships with this business and not having a plan available that can handle this situation is just poor business management. This is not the first time this has happened and the fact that this is still happening with this airline after multiple similar experiences in the past 20 years clearly states that they have no interest or intention to offer a good or moderate customer satisfaction experience. Jetstar you are poor poor poor in your customer experience within the Australian airline industry.

✅ Trip Verified | Auckland to Dunedin. I was charged excess baggage fee of $630. I was connecting from an international flight and aware of Jetstar’s stricter baggage allowance and called the Jetstar customer case and the representative told me that I would be charged $15 for excess of each 5 kg. I was prepared to pay at the counter but they told me that once the baggage drop is open the rate increases to $15 for excess of each 1 kg. I ended up paying $630 instead of $126. I explained that I checked in before the bag drop opened and nobody including the phone representative (that I called many days earlier) did not tell me that I should have purchase it before the bag drop opened. But they insisted that I should pay $630, not $126. I ended up paying $630 but called the customer care several times after that but they told me to provide the phone record so I prepared it. But they just notified that they would not provide refund no matter what.

✅ Trip Verified | Nightmare experience. Booked return tickets for family from Sydney to Auckland. They cancelled return flights day before midnight without reasons and asked to reschedule flights. Had to travel next day as all flights were booked. We had to rebook accomodation and wear meals and other expenses. They has asked us to submit claim for reimbursements with receipts which we did. Been chasing for refund for last 2 months - called them 100 times. Then suddenly they closed the file without notifying me and did not refund my claim. What kind of treatment is this Jetstar! I did not cancel my flight and request you to change my flight. You made me run like a fool for 2 months chasing for refund and you have closed my case without even bothered to inform me nor refund my expenses. If you are not keen to refund then please tell public straightaway. I will never ever travel on Jetstar or Qantas in my life.

Not Verified | Jetstar please check the accuracy of your scales! Flying from Cairns to Sydney with Jetstar. Really unhappy with the customer service at the check-in. I thought we might have some overweight hand luggage but hoped that checked in luggage can balance it out. What came out for my surprise our checked in luggage was over 30kg each. And early morning in the airport panicking, throwing our clothes and personal items to the bins because cheap airline company Jetstar does not allow more than 7kg each to flight, even when the next ones have other regulations as 10kg hand luggage. So in Sydney, we weighed our checked-in luggage again and those were both under 30, which would have given us some balancing room for the stuff we throw away and pay less for extra kilos. I strongly advise to check how much your luggage weighs before, or some other scales or just compare with different ones in the airport. Jetstar is clearly there for the money making. Even before boarding they walk around with their tiny scale to “catch” overweight luggage and this is just humiliating - how low can this cheap company go? I’m pretty sure soon you are not allowed to bring any free carry on luggage and maybe you have to start paying for your seat in the plane as well. Never again with this company. Felt so ridiculously stupid there trying to figure out what things I’ll throw away.

✅ Trip Verified | Sunshine Coast to Sydney. The whole trip was a rip off. The staff at the check in counter didn’t check the weight of our carry on luggage or notify that our computers are counted within the 7kg carry on weight. At the boarding gate, the staff selectively checked the weight of passengers carry on luggage. And charged extra $60 for an upgrade to 10kg carry on. As a comparison, Virgin Australia checked the same carry on luggage and let us go without extra charge.

Not Verified | Melbourne to Sydney. Very dissatisfied and disappointed. Terrible service, when I was trying to check my bag the ladies from the Jetstar staff didn't even approach me or the rest of the people looking for help. They had a horrible attitude and they looked so upset if you called them for help. Seriously, if they don't want to do their job they shouldn't be there. I had to also paid an extra $60 because I exceeded 2 kg. What a rip off. I definitely won't fly with Jetstar ever again. My first experience with Jetstar was horrible.

Not Verified | Singapore to Bangkok. This is the worst airline I flew, here was no inflight entertainment you had to pay $4 for water and even worse you couldn’t bring your own water on the plane. The seats were uncomfortable with no blankets and pillows.

✅ Trip Verified | Sydney to Perth with Jetstar Airways. We had the worst flight ever. It wasn't even particularly cheap! The flight was delayed 2 and a half hours with no warning. Told at bag check it was due to bad weather? It was fine weather. Told at check in the delay was 1 and a half hours. That was a lie. Once on the plane we waited on tarmac for 20 plus minutes to get someone's bags off. Pilot made no mention of bad weather. He told passengers he was sorry for the delay. Said they had been running late all day and now this flight was very delayed. Plane was almost full. 3x3 seats. Old plane felt so cheap and old fashioned like you might find in developing nations. There was no service after first offer of food and drinks, all charged for and running out of choice. My seat was so cramped. It had hardly any padding. I used my coat to save my back as chair back was so thin the "wires" stuck into me. It was so cramped I didn't leave my seat for the whole flight. A big man had the aisle seat and he slept the whole flight. I was dehydrated so could "hang on". My husband and I are slim. His backside ached the whole trip. I have just got back from the physio as my neck is out! My thighs have ached badly all day yesterday. After all the delays there was no sweetener like a free drink. I asked for water on the one and only service run. The staff member suggested I have a glass, as a bottle was $4. We got one small plastic cup of water. Nothing else. Never again. Qantas should be ashamed to be associated with this disgraceful airline. So mean spirited.

✅ Trip Verified | Sydney to Hobart. I try and avoid flying Jetstar as whenever I do they do not fail in delivering a series of delays with really poor reasons. I can only guess they are massively understaffed and only use junior employees. Avoid unless no other option.