Jetstar Airways

Not Verified | Gold Coast to Sydney. No value for money and time of customers. My flight was scheduled for departure 45 minutes ago. Half an hour ago, it was announced that the flight will leave in 30 mins. We are still waiting at the gate due to engineering trouble. This is not the first time I’m experiencing this from this airlines. Unhappy with the service.

Not Verified | Auckland to Christchurch. To say our overseas guests are unimpressed is putting it mildly. After getting up at 4.40am to catch our flight in order to pick up our prebooked vehicle, we discovered the flight had been cancelled due to 'mechanical problems'. Jetstar has to have the most unreliable fleet of planes ever - constant cancellations due to this. Yeah right. On trying to rebook, the "customer service" agent refused to put us on an earlier flight as we had 'agreed to the terms and conditions of Jetstar'.

✅ Trip Verified | Darwin to Sydney. They advertise a competitive price and then gouge you with exorbitant fees at the check-in counter. They know you have no choice but to pay their fees at the counter otherwise you forfeit your flight and your holiday/business plans. The 7kg limit includes your carry on. People travelling interstate are not on a day trip and would realistically need to take more than 7kgs. A seasoned traveller would be aware of this trick but for the unsuspecting infrequent traveller's. I will avoid Jetstar in the future at all costs. My inward flight with Virgin and the same luggage was the complete opposite, such a positive experience from beginning to end.

Not Verified | Unfortunately another Jetstar disaster. Often our major complaint is the the poor customer service, the lack of service and the grossly rude staff. This trip however was Jetstar's worst example of service to date. With my elderly mother in-law traveling with us we requested assistance as she suffers from MS. In Melbourne we were convinced to use a buggy instead of a wheelchair. As many of you know there is a lengthy corridor to the gates so assistance was required, she cannot walk more than a couple of hundred metres without stopping for an extended period. By the time we reached the service area after security there was a sign stating they were closed. No buggy, no wheelchair and an elderly passenger pushing herself to the gate down that long corridor. Once in Tasmania, her legs and knees swelled so badly we could not walk anywhere at all. Our days were spent sightseeing from a car, evenings at home, no outings, no dinner and no shopping because what little energy and strength she had was used to walk to and from the house and car. We cancelled dinner reservations, wine tasting and MONA. As a family we know how to manage her condition, all of this inflammation in her legs was a direct result of her Friday walk and when we tried to explain this Jetstar staff were dismissive and naturally did not want to accept responsibility. On our return we were overweight with our carry-on only baggage. We are only to assume we were overweight on our way to Tasmania given that at absolutely no point did anyone check our bags in Melbourne or weigh them so we assumed we were fine. Owning this mistake we unhappily paid the exorbitant $60 fee to check an 11-12kg bag. At this time we discussed that nobody checked our bags at check in at the counter, nobody asked if Anjutta required assistance, nobody did their job yet again but had the nerve to cripple us on check in at the gate. We have no problem folllowing rules, process and guidelines as this is very familiar territory for us however all we ask for Jetstar is that you ensure your business upholds the quality, consistency and values it preaches. It is simply another example of your poor service and more importantly your lack of consistency from airport to airport. This is a training issue and an onboarding issue, you cannot run a successful business unless your employees are being taught and upheld to the highest standards. You have failed repeatedly in our eyes. We have flown with you several times and we will have to revisit our trust in you.

Not Verified | My elderly mother was to have traveled from Auckland to Melbourne last night 3/3/19. For some reason she ended up at the wrong departure lounge and subsequently missed her flight. She did not have her phone with her and did not hear the airline paging her so she sat and waited. My sister received a call from Jetstar asking if our mother had gone through customs/security. We were shocked and extremely worried for her safety and whereabouts. I made a call to the Auckland Airport and spoke to a lovely staff who was professional and empathetic in our conversation. I was put through to another very helpful lass at Jetstar. With staff out looking, she was eventually located. Story ends. Jetstar offered our mother dinner, provided her with accommodation and put her on the same flight the very next evening. Thank you so very much to all those involved. You've restored my faith in human kindness.

✅ Trip Verified | Horrible experience with Jetstar Airways from Sydney to Cairns. The staff were also extremely rude. The airline was trying to charge ridiculous fees for carry-on luggage to make up for their cheap flight ticket. I live in the US and usually have no problem bringing a carry-on onboard. But I was stopped at the gate because they said that my lugguge was over 7kg. I was willing to pay the additional fee just to board with my lugguge since I have an international flight the next day. But they gave zero sympathy and said I can only board without my luggage, which will be delivered the next day at some unknown time. They ended up cancelling my ticket with zero compensation/sympathy/solution whatsoever because I needed my lugguge for the next international flight. Ridiculous because this is just a standard carry-on luggage and can definitely fit on the plane!

Not Verified | The experience my partner had on Friday night with Jetstar was appalling! I’m working in Melbourne so my partner and my 15 month old daughter travelled from Sydney to Melbourne to meet me for the weekend. When he went to check in the gentleman that served him advised him that our Nano travel pram was ok to take on the flight. When he went to the gate to board, the 3pm flight was delayed to 3.45pm, then 4.20pm and again to 4.45pm. When he finally went to board after 5.45pm- yes another delay! The staff were rude, unhelpful and wouldnt let him board with the travel pram because it wasn’t in a bag! Mind you our daughters sleeping had been planned around the 3pm departure so she was well and truly fed up by this stage and crying in my partners arms while they adamantly would not let him on without the pram in a bag. They had absolutely no empathy that he was a father traveling alone with a baby, and when he asked what options he had they simply gave him nothing! The rule was the rule! He already had worries about traveling alone with her and your staff did everything in their sad power to worsen the concerns! He was willing to dump the $400 pram to get on the flight but even still they had an issue with that! It’s absolutely disgusting and appalling service! Thank fully he walked away from the gate, called me for advice and we had another option through Sydney airport staff! He ended up getting the flight to Melbourne and my 15 month old daughter was exhausted. They arrived after 8pm vs the originally proposed 4.30pm! My partner flew home with virgin and had a brilliant pain free experience, Jetstar- you really need to change the approach your staff have in situations where they should show empathy and compassion especially when you expect your flyers to be ok with a longer than 3 hour delay! It’s disgusting and I will always choose any other airline rather than Jetstar.

✅ Trip Verified | For my flight they were checking our carry on bags just before the aircraft entrance and asking for $60 because mine were more than 7 combined with laptop bag. I have made sure my carry on bag is no more than 7 kilos but if it is to combined with my laptop bag then my laptop itself weighs nore than 3 kilos. I work for the airports and travel a lot but never seen any airlines find so cheeky way to get the money. I am shocked!

✅ Trip Verified | Melbourne to Bangkok. Check in staff - ridiculously rude, power trip and on the offensive. Checked in as normal no issues, all pretty easy - then whilst walking to the gate remembered I had checked in my medication in my luggage - I had already gone through Passport control so I had to wait for a Jetstar staff to come get me. I am a nervous flyer and find it really uncomfortable unless I can take something to fly. (It is Dr prescribed medication). Was approached by a Jetstar lady, didn't even say hello, just looked at me and said "what is the problem with a stern face" "another winging customer" I said to her "hello"she gave me nothing, any way she escorted me back through the gates, there was still 90 mins before the flight was to leave. I went to the Jetstar service desk, carrying my carry on and motorbike helmet. I walked up to a guy to explain my situation, before I could even finish he just started talking over the top of me and said - I cannot take my motorbike helmet on and the bag I am carrying is over 7 kilos. I stated to him, how do you know its over 7 kilos? I was not aggressive but he could tell I was upset. I stated to him can I please get my meds out of my bag so i can fly, he stated and by this time i was surrounded by about 5 Jetstar staff - that it may not be possible and i may have to miss the flight if i was to get it? I stated I cannot fly with out it he said regardless of that you cannot take that helmet on board. He grabbed my ticket and saw that i was business, he then stated that I could take it on board but told ground staff to weigh it! No apology no nothing - Absolute power trip this guy was on and horrendous culture for other staff to be surrounding me. I decided to fly with out my meds, I was extremely nervous I spoke with the co pilot on the flight who was awesome, the cabin crew were great as usual - Jetstar ground staff are rude, arrogant and unhelpful. I fly back from Bangkok on the 5th of March, it will be interesting to see the check in process. Row 2 in business, when the person infront reclines there is more room in an Economy seat.

✅ Trip Verified | Sydney to Denpasar. I have just had the worst experience ever on a Jetstar flight! Yesterday I was supposed to fly from Sydney to Bali around 5:45 pm. Firstly, I got a message from Jetstar about delay for 2,5 hours due to late arrival of the inbound aircraft. Then after arriving to the airport for 2,5 hours later as was said we had to wait for another hour to be seated. When all passengers were finally seated the pilot announced that there is a small problem regarding air conditioner and we needed to wait for technicians to fix it. 1 h later the pilot apologised again and announced that the problem was almost fixed and we were expecting to depart soonish. After 1 hour more which was in total 2 hours of waiting on a plane we were informed that we weren’t able to depart that day and were asked to leave the aircraft. Then the lady on a check in desk advised calling helpline to figure out what my next steps are. So I immediately contacted Jetstar and after chatting with a staff member of the helpline the nearest available flight which they could provide was in 4 days after my actual one which means that I am going to lose 5 days of my holidays! I understand that technical issues can happen but to not accommodate and suggest a flight that would arrive 5 days later is ludicrous! You have effectively ruined more then half of my holiday. I had to buy another ticket through another airline and also requested a refund for my canceled flight because there was no point of flying 4 days later. However, customer service said that they would not reimburse for my accommodation and transport (for the extra incurred directly arising from jetstars failure). I will never ever fly through Jetstar airline again. Yes they have lower price in comparison to Qantas for example but it’s not worth it. Indeed I paid for another expensive ticket to get to my destination as soon as possible losing 400$ in total for transport and accommodation and the most importantly my holiday time. I would strongly recommend staying away from this company. It is just a nightmare dealing with them!