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
9/10

"best cheap travel airline"

(Australia)

Trip Verified | Melbourne (Tullamarine) to Gold Coast (Coolangatta). Very good flight with Jetstar. By far the best cheap travel airline I’ve ever been on. Not really any help at Melbourne. Self check in and the odd couple of Jetstar people walking around. We checked in online so we just bag dropped our bags. A bit of a wait at boarding but I guess that’s cheap travel for you. Me and my family had starter plus so $30 (Australian money) on food, drink ect. Legroom a bit little but it was a short flight to be fair. No TVs on the domestic flights but if you fly international with Jetstar you’ll have TVs. Again, very good flight with Jetstar.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Gold Coast
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"service is unacceptable"

(Australia)

Not Verified | Melbourne to Newcastle. My 8pm flight was cancelled without providing sufficient explanation. They refused to give me a flight the following morning. I had to fly into Sydney airport 2.5 hours drive away. This level of service is unacceptable.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Newcastle
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"given a different meal"

(United Kingdom)

Trip Verified | Paid for the package including hold baggage, a meal on the flight and the pre-selected seats. We selected the meal online but on the flight we were given a different meal and told "This is the meal you selected, all passengers with that package get the same meal". I didn't even try the provided sandwich. I knew I wouldn't like it and it looked terrible. Another in our party tried it and said it was awful. Also tried to upgrade baggage beforehand but the site wouldn't accept either of my bank cards. I believe it was because I was on mobile but they told me their site works on mobile and it was a problem with my card. Two cards failed to work and one notifies me if the payment is declined so I know there was no problem on my side. Luckily, I left the option on as unpaid so wasn't charged extra at the airport. They didn't tell me this was an option while I was on the live chat with them though. An on the subject of the live chat, anything typed into the box, even if you don't press send, is sent to the agent. They only record messages which are "sent" which can mean accidental pastes are sent (perhaps a password for example?) and they have no record that their employee received it. Also, if you want a copy of everything said in the chat, you have to speak to a different team. This is basic functionality available in most live chat services. I contacted them with a complaint. The first response was just excuses and the offer of a voucher which can only be used by me and expires in 6 months. I live in the UK so completely useless. I contacted them again and they said they had forward some of my comments on to the development team around the live chat but nothing was said about the meal or voucher. The only positive things I can think of is the we made it to our destination and the ground staff at Sydney were helpful.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Queenstown
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"a few unoccupied seats"

(Australia)

Trip Verified | Darwin to Sydney. Jetstar does not have self service kiosks in operation at Darwin Airport, however online check in is available up to 1 hr before departure. Check in for domestic flights opens 2 hrs prior to departure and closes 30 mins prior to departure. The flight boarded about 15 mins prior to departure, there were a few unoccupied seats towards the rear of the aircraft and some passengers managed to get three seats to themselves. Prior to take off the captain gave a quick description of the route and the expected weather in Sydney. A quick food and beverage service was offered just after take off, the cabin lights were dimmed shortly after the service finished. The flying time to Sydney was 3 hrs 55 mins.The flight was smooth and most people managed to get some sleep. The flight went into a holding pattern just North of Sydney to wait for the 6am curfew to be lifted at Sydney Airport.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDarwin to Sydney
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"friendly and attentive"

(Australia)

Trip Verified | A320-200 Sydney to Darwin.Boarding commenced 25 mins prior to departure and left on time. Information on the flight was provided by the cabin supervisor. Shortly after take off food and beverage for purchase was offered throughout the cabin, snacks were offered - $5 Soft Drinks $4 & Beer starts at $8. The leather seats are comfortable but have a limited seat pitch.The crew were friendly and attentive and dealt with customer requests efficiently.There is no wifi or ports to charge devices on the aircraft which can be frustrating on the longer domestic flights over 3hrs. The flight arrived a few minutes ahead of schedule.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSydney to Darwin
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"not Customer orientated"

(Australia)

Trip Verified | Sydney to Gold Coast Return with Jetstar Airways. The outbound flight was on an older aircraft, seats were less comfortable and more cramped. The Crew on this journey were very cold, not Customer orientated in any way. I understand Jetstar is LCC, but as a business that deals directly with the public you would expect a certain standard plus being part of the Qantas Group should give you an advantage. The return flight was more up to scratch, the cabin was refurbished with a better hard product, and the Crew even remembered that I had a $10 voucher to use onboard. I think the service is very much hit and miss with LCC, my advice is to book with Jetstar for leisure with flexibility in minds, rather then for business.
AircraftA320-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Gold Coast
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Terrible customer service"

(Australia)

Not Verified | I have flown Jetstar domestically with usual delay issues but this was my first international flight with them. On May 31st (USA time) our flight from Honolulu-Sydney at 8:30am was cancelled. We have been at the airport since 5:30am, at first they said there's technical issues & flight will be delayed by 1 hour then they turned around and said its cancelled, next flight will be the next morning. After waiting several hrs we were given an $8 voucher for snacks at the airport ($8 can barely buy you a snack) but had to wait couple of hrs at baggage claim for our bags. Then they announced our flight will be at 11:45pm that day. There was no speaker system, everyone had to ask others what they are announcing as we couldn't hear a thing. They told us they are organising us hotels & shuttle buses. There were hundreds of us waiting outside for the shuttle. I decided to uber it to the airport which was just down the road (could have walked there) only to arrive and be told we have to wait til 3pm for checkin. Finally when we got our rooms could only have a few hrs rest before getting a shuttle to another hotel where we got a voucher or dinner. But on arrival there was a long queue of people waiting in line! As if we are not exhausted & over waiting. I left and decided to make my own way to the airport. After checkin & waiting at the gate, it was 11:30pm and boarding hadn't commenced for a 11:45pm flight. By 12:30am we were ready and started leaving, then the plane stopped for a while & they announced we have to return as there is 'another technical difficulty' which was another 1 hr delay. You'd expect after a cancelled flight& wasting our whole Friday that Jetstar would have had all day to do their checks & ensure there are no technical difficulties & plane is 100% safe and functional. Terrible customer service & poor communication. Not even a courtesy meal or drinks on flight to apologise.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHonolulu to Sydney
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"passport was 2 weeks short"

(Australia)

Trip Verified | My wife and booked to fly to Bali for a relaxing holiday June 7th and returning June 16th with Jetstar. We checked in with Jetstar staff flew to Bali only to be told that we would be sent straight back home as the wife's passport was 2 weeks short of the mandatory 6 months required. Bali airport questioned why this was not picked up by Jetstar staff at the check-in counter. We rang the Australian Embassy who said that we should never been allowed to allowed to leave Australia. When flown back to Australia via Sydney where Jetstar Staff stated that this was their fault we should have picked this up at check-in. Pathetic, useless staff in Brisbane. Do not fly Jetstar. if you have a problem don't bother calling, you will only get a machine. all they want is your money.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrisbane to Bali
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"didn't read the fine print"

(Australia)

Not Verified | My wife is going Brisbane to Melbourne for a funeral. Gets to the boarding gate an hour early and Jetstar staff are weighing everyone's luggage. My wife's carry on was a kilo or two over limit because she didn't read the fine print and didn't realise that a handbag was included. Happy to pay a little extra for the couple of kilos overweight. However, $60.00 or couldn't board flight. That's nearly the cost of an entire ticket! Come on Jetstar, I'm sure some of the people behind her in line would have weighed 30kg more than her. Utter joke, made a stressful time for her even more stressful; not to mention embarrassing. Will never fly with them again or recommend to anyone.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBrisbane to Melbourne
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"horrible customer service"

(United States)

Not Verified | Honolulu to Bali via Sydney. After being told several time we are leaving in an hour they then at 10 am cancelled the flight and told us to come back same time the next day. We did and it happened all over again. We were told to come back at 10 pm that day to leave. This puts us now delayed 75 hours and on top of that we have to get new connection flight from SYD to DPS putting us at the Sydney airport for 12 more hours. I will never fly Jetstar or Qantas again. Jetstar is owed by Qantas and Qantas had 30 open seats but they said we had to by a new ticket with them and did not offer a discount at all. No help what so ever. Talking about horrible customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to Bali via Sydney
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no