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
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9/10

"definitely fly Jetstar again"

(Australia)

Trip Verified | Cairns to Gold Coast. Brilliant service! First time flying with Jetstar and had first class service at Gold Coast airport, with staff noticing I needed help and walked me through the very simple check-in process - things have changed since I last travelled! Online service just as professional, both to Cairns and return to GC. Friendly, helpful and professional. Flights left on time and arrived on time (even early in Gold Coast). Bags were there for collection within minutes of landing. I even received texts when boarding gate/s became open. I'm wanting to return one day soon to the Great Barrier Reef and I will definitely fly Jetstar again.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCairns to Gold Coast
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"wanted a change fee of $200"

(Canada)

Not Verified | Horrible customer service! I am in Canada and booked a ticket from Sydney to Melbourne tonight. I thought I selected a 12.20 pm departure but ticket showed 7.00 am so I immediately called long distance to Australia to correct. Agent was helpful and spoke to manager 4 times on my behalf but manager refused to budge at all. They wanted a change fee of $200 or they could not change! How ridiculous as I literally just made the booking and was clearly an error and not due to my changing any plans. I am very disappointed as Canadian airline would have dealt with differently - in fact within 24 hrs there would be a full refund or change. I will never use Jetstar again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Melbourne
Date FlownMay 2019
Value For Money 12345
no
1/10

"never fly with Jetstar again"

(New Zealand)

Not Verified | Putrid service thats all! Im not one to reviews and leave things as they are but this is just awful service and customer care. I was to take a flight out from New Plymouth to Auckland at 3.55pm at 12:30 pm they sent a message to say the flight is cancelled " engineering issues" luckily my connecting flight is only the next day but needed to be in auckland by this evening anyway. Called customer nothing they can do, mind you this is a return flight I had booked. Ask them if they could provide a vehicle for me to drive down to Auckland I would then make it by tonight they said no sorry that is not part of the options we can provide. My concern is, if you need to cancel a flight please do so 8 hours before departure this gibes passengers enough time to make alternative arrangements. I will certainly never fly with Jetstar again the airline is way to unreliable.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew Plymouth to Auckland
Date FlownApril 2019
Ground Service 12345
Value For Money 12345
no
1/10

"ruined my trip"

(New Zealand)

Trip Verified | Will never fly with Jetstar again. We almost missed our flight because the lady at the counter messed everything up even though I had checked in online. After that I couldn't get a boarding pass because the lady wasted too much time and the system said it was closed! The lady just said we had to buy tickets for the next flight! Ridiculous! Luckily we did the check in online and the staff at the airport helped us. The cabin crew were not helpful at all and gave really bad service. Had to call 2 to 3 times just to ask for a cup of water! When we were exiting the aircraft I had my cellphone in my hand and I did not even look at it, a crew member shouted at me and told me to put my phone down! I said I wasn't even using it, he threatened that I would be fined if I still had it in my hand! Jetstar NZ just ruined my trip. Never flying with this ridiculous company again.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Queenstown
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst experience ever"

(Australia)

Trip Verified | Brisbane to Melbourne with Jetstar Airways. Worst experience ever! First of all the staff are rude and do not help you at all, I got to the airport an hour and a half early, I had paid $40 for 20kg of checked luggage when I purchased the tickets and went over by 2kg so went and asked what to do. He said I had a minimum of $60 to pay so I did, less then 2 mins later a lady tells me they overbooked the plane and I didn’t have a seat even though I booked months prior to our trip. They got us a seat on a Virgin plane and their baggage limit was different being 23kg per person so we absolutely did not need the extra $60 dollars worth that I spent on a different plane and airline. I went back to the man who charged us extra for a refund and he said he can’t do anything so we had to go online and talk to someone else for almost an hour but she just made excuse after excuse not to just give us the refund.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrisbane to Melbourne
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"does not care about you"

(New Zealand)

Trip Verified | Wellington to Auckland. My experiences: - $120 to change a flight when the original flight was weeks out from departing. Flights are delayed all the time. Of the 13 flights I've taken, 3 have been delayed and 1 has been cancelled. Not a great track record. - They now weigh all baggage to the nearest gram. $60 fee if you're even slightly over. Explain to me how this isn't a money grab. Myself, a 65kg male with a bag weighing 7.1kg, gets charged $60 for an overweight bag when a larger man, probably 120kg+ has an underweight bag and is considered fine. If this actually about weight cumulative weight, my extra 100g would not make a difference. As said, one of my flights was cancelled. Fine, no worries, it happens. The problem is their customer service and focus, or lack thereof on customer satisfaction. Jetstar informed me that I would receive my refund in 7 working days. Warning: This is a lie. I attempted to fly on the 6th January 2019, this flight was cancelled. It is now the 26th April 2019 and still no refund to be seen. I called them today to which I was put on hold for half an hour and told was there was a 'technical glitch'. This 'glitch' seems a little coincidental when I'm asking for money back, especially from a company that loves to money grab at the slightest opportunity and lies about returning refunds. I digress. In my case, they cancelled the last flight out on a Sunday evening to which I had to spend an extra $100 to get to work the next day - not impressed. Might I add 0 compensation for this. You can tell Jetstar is an awful company to work for and their customer support policies highlight that. The girl dealing with my refund call said 'I'm sorry sir, I can understand why you are frustrated but I'm just following company policy'. I told her that my frustrations are not toward her but toward Jetstar as a company and how they operate. I've been on the other side of that coin in hospitality, I know how a disgruntled customer feels. I expressed to her that my frustrations were not with her, told her to enjoy her day and thanked her for her help. She thanked me at the end of the call for my understanding and to quote, I was the 'first person to ever say that'. Back to the point. This is a warning to anyone else - this company does not care about you. They do not care about their airline ranking. They don't care about providing customer satisfaction. All they care about is money.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWellington to Auckland
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible customer care"

(Australia)

Trip Verified | Gold Coast to Melbourne. This is the worst Airline I have ever seen. Horrible customer care, rude. Would not recommend this company to anyone.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGold Coast to Melbourne
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"don’t recommend this airline"

(Australia)

Trip Verified | Sydney to Ballina. I really don’t recommend this airline company. I’ve traveled a lot in my life but it is by far the worst airline company I have ever fly with. Crew isn’t nice, being charged 60 dollars for 2kgs more. First company ever doing that. The ratio quality/price is not worth it at all. Definitely won’t fly with that airline ever again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Ballina
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"No smiles or genuine care"

(Australia)

Trip Verified | This route is already so uncomfortable for all involved! Especially heading from Townsville to Melbourne and the eta being 11.30pm! Honestly the worst crew tonight on my way back from Melbourne to Townsville. The worst I have ever seen. The customer service was so basic - a drink or snack, and admitting you would like something felt rushed, and that we were putting them out. No smiles or genuine care from any of the crew. And no tea or coffee as the heaters are broken. Trash got collected shortly after. Never saw them again. They all went down to the back of the plane until seat belt sign was turned on or we had to prepare to land. No walk throughs or a little chat here and there for a bit of customer engagement and moral. And they had time. The crew avoided eye contact with passengers. I was really disappointed. And to add insult to injury we get off the flight in Townsville to walk single file, shuffling, tripping, and dragging luggage through a packed cattle crush of folks lined up facing us to get on the plane back to Melbourne by 11.30pm! Its an experience like no other. Its just not even close to being good enough.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Townsville
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"$60 charge for being 3kgs over"

(Australia)

Trip Verified | Melbourne to Cairns. I flew with Jetstar Airways to save money as the fares were quite cheap but I should not have bothered as I was slugged with a $60 charge for being 3kgs over as they not only weighed my carry on luggage but my handbag as well - which took it over the 7kg and as I was not aware that my handbag would be taken into account i was less than happy. So no checked in luggage and no in-flight entertainment and no food or drinks served. Add that all up plus the $60 extra charge and you would have to be better off flying a better airline and also you would not have to wait in line like cattle and drag your bags onto the tarmac and up the stairs to the plane. Never again
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Cairns
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no