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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1/10

"personnel was unsympathetic"

(Australia)

Trip Verified | Cairns to Tokyo. Upon checkin in Cairns I was asked to show an onward ticket which I did not have and was refused the check in. I have travelled a few times to Japan with other airlines and this has never happened. I know the rules, which are 'may refuse'. The rule is meant to avoid suspicious people to get to the destination, be refused entry and sent back, apparently at the airline's expense. This rule is flawed because, upon arrival, the traveler's ticket will not be for that day, it may be up to 3 months in the future. Internet tickets are generally not allowed to be changed or cancelled. But if a ticket can be cancelled (such as 1st class tickets), then the traveller can cancel it straight after checkin anyway. The Jetstar personnel was unsympathetic to the extent of malicious and could have caused me to lose not only my $700 flight, plus the other inconveniences with missing the flight, but also to lose my hotel reservation in Tokyo. But ultimately, it is not just the money, but the unpleasantness of having to deal with their personnel as badly suited to their job as they were. I did buy a ticket on line, but I will never fly Jetstar again. I do want to say though that the food and service on the flight were good but that was not enough to compensate for my overall experience with this awful airline.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteCairns to Tokyo
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"attentive and super friendly"

(Australia)

Trip Verified | Sydney to Honolulu on 10th May. I just wanted to write this review today to thank the absolutely amazing crew. Staff were exemplary in there professionalism, courteous, attentive and super friendly. Wish all of my flights were like this. Thanks Jetstar!
AircraftBoeing 787
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Honolulu
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"pleasantly surprised from the outset"

(Australia)

Trip Verified | On April 26, I flew ADL-HBA with Jetstar. I wasn’t expecting too much in the way of good service given the flight’s $55 price tag (before plus bundle), but I was pleasantly surprised from the outset. Although Adelaide Airport’s check in is now automated for all airlines, the girl at the kiosks managed to upgrade my friend and I to exit row seats at no extra charge. Service onboard was surprisingly delightful, and I would happily do it all again. Return leg from HBA-ADL was equally brilliant, and despite being stuck in a holding pattern delaying our landing for some 30 minutes, the crew did their best to ensure a seamless flight for all. Overall, a terrific experience.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAdelaide to Hobart
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"seats were comfortable"

(Singapore)

Trip Verified | Both flights (Brisbane to Darwin and Darwin to Singapore) boarded and left on time. The seats were comfortable and I managed to get some sleep on both flights. I did not feel squashed. There was no onboard entertainment. I had an iPad with pre-loaded movies but I would have been prepared to pay a little extra for the option to access inflight entertainment onboard. I pre-paid for baggage and food vouchers so I had no issues with overweight hand luggage.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Singapore via Darwin
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"a tight squeeze on long haul flights"

(Australia)

Trip Verified | JQ 62, B787-8, 10th April 2018 (7 hrs 45 mins). I arrived about two hours before my flight and the check in process took about 50 min to complete. The immigration and security screening process took about 20 mins despite the airport being relatively busy. The Duty free shops in Ho Chi Minh airport offer competitive prices for spirits and other duty free items when compared with Australian airports. There are a limited selection of snacks and drinks by the departure gates, however they are 2-4 times the price when compared with a convenience store in the city. The flight started boarding about 40 mins before departure and the aircraft left the gate on time. I was seated in an aisle seat 34G, the Jetstar seats are charcoal leather and are relatively comfortable, however the seat pitch is only 30 inches which makes it a tight squeeze on long haul flights. Jetstar had a credit card only policy on this flight for all on-board purchases which can be problematic for those passengers without a credit card. There was good selection of new release movies, V shows and games on the IFE ($10 onboard or $9 pre booked). There are a few free TV shows available however these were predominantly short 15-20 mins fishing programs from the Top End. There were a reasonable range of snacks, hot food and sandwiches available from the on board menu although priced relatively high. It would be nice to see Vietnamese Beer (Saigon/Hanoi brands) on the beverage menu to add to Jetstars limited selection of beers on-board. The crew on the flight were friendly and helpful and dealt with some minor issues that occurred on the flight adeptly. The flight offered great views over the Australian Outback around Alice Springs, Broken Hill about 1hr+ before landing in Sydney. The flight arrived a few minutes early into Sydney, however we had to wait on the apron while an aircraft was pushed back from our assigned gate.
AircraftBoeing 787-8
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHo Chi Minh City to Sydney
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"charge you $60 if carryon is over"

(Australia)

Trip Verified | Melbourne to Brisbane. Worse airline! Cheap for a reason. Bad customer service, they just treat you like a number. They change flights, charge you $60 if your carryon bag is over by just a little bit, they make you walk to the plane from the gate even when if it's raining bad, they just do whatever they want! And their planes are small and uncomfortable
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMelbourne to Brisbane
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"will never use Jetstar again"

(Australia)

Trip Verified | Melbourne to Bali. Its cheaper to go with an airline that offers luggage and meal for a family. They charge an arm and a leg for luggage but the problem is You have to purchase luggage both ways if you have purchased a return ticket. I purchased a return flight from Melbourne to Bali, on departure I added on luggage 25kgs thinking this will also be added on my return? No it didn't, you have to pay extra for luggage on return "how ridiculous is that" because its a family off 5 i had to purchase 5x luggage going to bali and then 5x luggage returning home from bali. Do the math its cheaper to fly with another airline that offers all. After my flights I'm still being charged for inflight meals the problem is I can't speak to any humans about these false charges that jetstar is taking out from my credit card, you have to email back and forth to get your complaint heard or dealt with. My return flights was in March 2018 it is now the end of April and jetstar is charging my credit card for inflight meals even though it was paid in full at the time off my flights. I'm still waiting for my refund and hope Jetstar will erase my credit card details off there system. The food was horrible but because i had 3 kids i had no choice but to purchase meals. I will never use Jetstar again that was the first and last.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Bali
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"not a good airline at the best of times"

(Australia)

Trip Verified | Jetstar Max Bundle is a complete rip off and simply awful! Much better to fly economy on a premium carrier like Thai Airways instead for around the same price. Jetstar is not a good airline at the best of times. I wouldn't fly Jetstar, but when I need extra baggage allowance (40 kg's as I sometimes have to travel with a lot of technical equipment for work) it has been a good option in the past. But Jetstar gets worse and worse as an airline year after year. I got the Max Bundle as I thought it would make the flight more comfortable and would reduce the cost of adding 40kg's anyhow. Neither was true. I did not get my upfront seat selection! The upfront area of the aircraft for max bundle is behind a whole section of economy class seats that weren't even available as an up front option with the max bundle. So the whole upfront seat selection is a lie. What else do you get with the Max bundle. One really small bad 'meal'. Apparently a voucher to use on another Jetstar flight if you cancel. I didn't need to, but I can imagine the process is at least as awful as the rest of the booking process. What you don't get with the Max Bundle: A blanket or anything to make the flight more comfortable. Inflight entertainment. All that costs a lot more. You also don't get the seat you book. It also took 45 minutes for the luggage to arrive at the carousel from this Jetstar flight. Conclusion: Don't buy the max bundle on Jetstar, fly economy on a premium carrier like Thai for approximately the same price.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Melbourne
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"must be scratching for revenue"

(Australia)

Trip Verified | Adelaide to Melbourne. Jetstar must be scratching for revenue - the plane was approx 3/4 full but they weighed everyones hand luggage. I was caught when checking bag in I had even upgraded from carry on to 15 kg - it turns out i could have taken some in my carry-on. They dont even give you any over, then hit me $ 15 per kg. I get being strict when plane is full but it was no where near capacity. I was 2.5 kg over.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAdelaide to Melbourne
Date FlownApril 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
2/10

"penny-pinching method"

(Australia)

Trip Verified | Brisbane to Melbourne. After having previously tried to ensure that my baggage met the requirements and was within the size allowed for carry on luggage, I proceed straight through check-in not believing my carry on to be problematic. However, at the gate the airline staff weigh your baggage to ensure you meet the 7 kg weight requirement. I would understand this policy for excessively sized pieces, however, my bag came in at 8 kg and as a result of this occurring at the gate was forced to pay $60 for this bag that was 1 kg over the weight limit. This is clearly a penny-pinching method. Had the fee been appropriate for the additional weight carried I'd have had no problem. However, by this point I'd paid just as much as a Virgin or Qantas flight where this sort of penny-pinching isn't experienced. I don't recommend this airline as they clearly don't care about customer experience or service. In future I'd rather fly Tiger airways than Jetstar.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrisbane to Melbourne
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no