Jetstar Airways

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1299 reviews
4/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"nothing is offered, no one cares"

(Australia)

Not Verified | Flight was my teenage daughters first flight by herself, even though she is 19 she is still a young lady by herself, it was to leave at 4.45, did not board until 5.15 left at 5.55pm, not too awful, so I was not worried too much, but they got diverted to Avalon in Melbourne instead of flying direct to Tullamarine, so instead of my daughter getting to the airport at 7.50pm or at the latest 8.30pm, they finally get there at after 11pm. She is by herself has to catch a bus to the city, does not no if she will be able to check in to her hotel room by the time the sky bus gets her there, nothing is offered, no one cares. Glass of warm tap water is what they were offered while they spent hours on the tarmac, the cabin crew were down right uncaring and rude. All in all worst airline ever. Be better off going to Brisbane and going on Tigerair. Never ever will we fly with Jetstar Airways again. Leaving people stranded for hours and not caring at all, nice one Jetstar. So many people missed flights to other places, missed their buses you name it. So instead of being safe in her hotel room at a good time of night my daughter was left to do all of this into the early hours of the next morning. She was to be there before 8 people, think of that that is not good enough.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSunshine Coast to Melbourne
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not be flying with you again"

(Australia)

Singapore to Melbourne. Yesterday Jetstar informed us that our 22:50 flight to Melbourne was rescheduled to 07:30 the following day due to ‘maintenance issues’. Thankfully my 5 year old daughter and myself were staying in the same room as my husband who was travelling for business, but we had to pay an extra $90 for the additional night for the rollaway bed for her. So we wake up at 3:30am today, wait and wait and wait and 30 minutes before the plane is scheduled to depart, there is no sign of the plane. Everyone was left wondering without any word from jetstar. Thirty minutes after the expected departure, the Captain announced that there will be an additional 3 hour delay. We had all been security screened at Gate D34, and will need to repeat the process again when the next gate is selected. We were told that there were $20 food vouchers available only at Burger King (again the same as last night). Apparently as a customer, our lost time is not valuable at all. You have failed us in your offering Jetstar and this is not satisfactory at all. Will not be flying with you again
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to Melbourne
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"absolutely amazing with their customer service"

(Australia)

Not Verified | We flew Jetstar from Brisbane to Hobart on the 12th of August 2019 and returned the 15th of August. I had a wheelchair and Jetstar was absolutely amazing with their customer service with checking in at BNE airport. We (my mother and I) were checked in through the fast track lane and where given one of Jetstar’s wheelchairs to use. Very impressed. We then were boarded first and upgraded to the Seats with more legroom for free. Which was a nice surprise (we were upgraded on the return flight too). They had the lift to the aircraft waiting for us. Return flight was the same. Absolutely impressed considering this is a budget airline.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBrisbane to Hobart
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Simply operational incompetence"

(Australia)

Not Verified | Sydney to Melbourne via Avalon. Endless delays - engineering problems, late incoming airplane, etc. Simply operational incompetence. Horrible customer service with no interest to keep good customer relationship or protect company reputation. One of the worst airlines at times even outperforming Tiger. No more JetStar, enough is enough. Now Qantas and Virgin for domestic flights in Australia.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Melbourne via Avalon
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst flight ever"

(Australia)

Trip Verified | Worst flight ever. Flight was cancelled due to bad weather, the day was so clear nice and sunny. I was given two options either to rebook flight 2 days later where I have to pay my accommodation in expensive city like Sydney for 2 nights or refund. I had to pay $500 (Where I paid $100 to book this flight) to rebook another flight next day and they offered me voucher than cash refund.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Launceston
Date FlownAugust 2019
Ground Service 12345
Value For Money 12345
no
6/10

"wasn't a bad flight"

(Australia)

Trip Verified | Melbourne to Cairns. Jetstar is a budget airline so expectations should not be set too high. Having said that they should be efficient and professional. The flight to Cairns is just over 3 hours and was without incident, the staff went about their role in a business-like manner and provided food and drinks to purchase. The flight back was not quite as good. The forward toilet had the "engaged" light on from the start and I decided to check it out, there was a lady waiting who said that one of the flight attendants said there was someone in there. We concluded that if that was the case then due to the time they were in there they may have had a medical incident, so I decided to open the door. I discovered that there was no one in there but someone had thrown up in the sink and it was still there. In the meantime one of the flight attendants returned and proceeded to reprimand me for opening the door. Another flight attendant was talking to a passenger and was doing so for a large portion of the trip, another was in the last row reading a book. A couple of observations, the toilet appeared to be blocked from the time of leaving Cairns, why was it not fix prior to departure? There appeared to be a lack of service from the flight attendants. No information was passed on to the passengers regarding the forward toilet being out of action. An incident like this doesn't mean that Jetstar is a bad airline. There may be a need to train the staff on their attitude. Maybe their attitude is "this is a budget airline so suck it up". Anyway, apart from the minor incident it wasn't a bad flight although the seats are a bit hard after a few hours.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Cairns
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"charged her $90 additional cost"

(Australia)

Not Verified | Absolutely disgusted! My wife is flying Jetstar tonight to Cairns on a last minute flight to see her mum who is extremely unwell. She packed in a hurry into carry on baggage. At the flight gate the airline weighed her bags to find that her two bags weighed 9kg not 7kg. As a result they have charged her a total of $90 additional cost in order to enable her to carry the additional 2 kg from Brisbane to Cairns and back. This type of behaviour from an airline to its customers is an absolute disgrace. The airline should honestly be ashamed of itself. I expect that the airline has absolutely no interest in listening to this feedback.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Cairns
Date FlownAugust 2019
Ground Service 12345
Value For Money 12345
no
1/10

"rude and didn’t care"

(Australia)

Trip Verified | Long story short. Flight was cancelled. Couldn’t get us alternative flight to Sydney within 24hours even if we drove to Brissie or Gold Coast. Decide to be on call for next flight- it is also cancelled. Drive to Ballina to fly out morning next day. Lose day in Sydney, lose accommodation cost, costs us fuel, night accommodation in Ballina and parking costs. But this is not the final straw. The final straw is on return journey our luggage is 6kg over (combined 3 people), same weight as when we flew there, and they charged us $120 - what the. Could have charged us $60 for one person being over or $45 to check one bag but nope charge us for two bags being over (weren’t aloud to split with between three of us). They were rude and didn’t care that they had already cost us over $400 for our one day holiday that was meant to be a weekend away for my sons birthday. Was a regular customer and had a Jetstar card. No more.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSunshine Coast to Sydney
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid this airline"

(Australia)

Not Verified | Melbourne to Sydney. Avoid this airline. Trust me it is worth paying a bit extra for an airline that has at least some notion of customer service. Today Jetstar cancelled our flight with only 6 hrs notice and informed us that they could not possibly get us on an alternative flight until tomorrow. This is bad enough but even worse is the way they insult your intelligence by spinning the lie that the cancellation is due to "weather conditions" (clearly a lie as not only did other airlines have flights on the same route , Jetstar themselves had flights leaving both before and after the one they had chosen to cancel.) This is the 2nd time in 14 months Jetstar has cancelled on us with their "too bad your problem" attitude. There will not be a third time because only if Jetstar were the only airline left flying would I board them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Sydney
Date FlownAugust 2019
Ground Service 12345
Value For Money 12345
no
2/10

"not there to help you"

(United States)

Not Verified | This review is about their customer service. I had a problem booking tickets online and called immediately. Their customer service not only tried to make it seem like they didn't speak English or understand what I was saying, but proceeded to give me the run around, and put me on hold 5 times. I was on the phone for over an hour. I called again and I requested to speak to a Manager, and could not even get the name of the Manager on, or get transferred to him for another 45 minutes. Once speaking to the Manager, he explained to me that the company does not hold any responsibility for anything that happens on their website and that he would not do anything at all to try to help me with my frustration and distress. Please be very careful booking through this agency. The customer service is not there to help you.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCairns to Sydney
Date FlownJuly 2019
Value For Money 12345
no