JetSmart

Not Verified | JetSmart has horrible customer service! I had booked flights from Medellin Colombia to Lima, Peru through Flight network and when I got (from Medellin w Avianca) to Cucuta in Colombia to connect to Lima, JetSmart claimed I didn't have a flight booked from Cucuta. To make my connecting flight they insisted that I had to buy a new ticket (double the price I had paid for the whole original trip) and had to pay in cash. Or I could book it online and their system didn't let me use either of my credit cards. I had to phone a family member to use their debit card and book the ticket. No one would help me or give me the time of day and I'm still fighting to see some of that money refunded for somehow cancelling my flight from Cucuta - Lima without any notice or addressing of it. I keep receiving their automated response e-mail saying they will contact me within 72 hours and it has been over 3 weeks of not hearing anything back after requesting help several times. Not impressed.

✅ Trip Verified |  Airline changed itinerary and offered a refund to original payment method, which I applied for. Was told it takes 2 months to reach back into account. Called after two months, was told it is being processed, to wait 72 hours. called again, was told it will be another 72 hours. Called again, was told a voucher was sent. did NOT want a voucher, nor received one. All emails from company arriving in Spanish. I do not speak Spanish. Representative tells me to use Google translate. I am told I cannot receive refund, only voucher. I applied for a refund January 4, 2024, it is now March 9, 2024, and I cannot get my money! I am being told a voucher was sent but I did not receive or ask for a voucher.

✅ Trip Verified | Cancelled flight. No solution offered. Cost of lost connection exceeds 5000 BRL. Rude and unprofessional service. Solution for food and rest is outrages. Burned bread and horrible accommodations.

✅ Trip Verified | DO NOT touch this airline! They will cancel your flight, refuse to refund you then leave you with no choice but to take a voucher which does not even cover a third of your costs! An absolute disgrace and without doubt the worst airline and customer service in existence!

Not Verified | I would like to express my gratitude to this company. Our flight cancelled because of some complications. I have never been treated this way with any other company. Cancelation definitely didn’t bother me. They provide us with I think it was 5 star hotel. All the staff was so nice and respectful. They provided breakfast and dinner at the hotel. In the morning they have taken us from the hotel to the airport. Just everything worked out so well for me. Thank you so much for all the care you showed. Also the flight was comfortable. And we got on time. Everything was fine about the flight.

✅ Trip Verified | The flight was delayed for more than 6 hours, they broke my suitcase, leaving it completely unusable, since they tore off a wheel along with the plastic, creating a hole in the plastic. They took 3 months to give me a response and the solution was a gift card of 4,000 Argentine pesos, which today is equivalent to 2 dollars. When the suitcase has a price of 80 dollars. Terrible service and customer service. El vuelo tuvo un atraso se mas de 6 horas, me rompieron la valija dejandola totalmente inutilizable, ya que le arrancaron una rueda junto con plastico, generandose un agujeo en el plastico. Estuvieron 3 meses para darme una respuesta y la solucion fue una gift card de 4000 pesos argentinos que hoy en dia equivalen a 2 dolares. Cuando la valija tiene un precio de 80 dolares. Pesimo servicio y atencion al cliente. el

✅ Trip Verified | I was travelling by Jetsmart from Brazil to Chile with my pregnant wife (7 months) and our son with only 2 and a half year. I bought 3 tickets and 2 luggages. The leg IGU-SCL occured normal unless 4h of delay. In the return they decided charge u$60 for the baby carriage. Terrible experience all ground staff very rude and unprofessional. Definitely not recommend this company.

✅ Trip Verified | I couldn't fly with them during the departing flight (GRU->SCL): arriving at the airport, the screen said the flight departure time was delayed by 1h30+, so I stayed on the VIP lounge until the time specified on the flight screen. It was wrong. When I got to the gate, flight was already gone. They didn't even apologize for the time being wrong on the airport screen, saying it was "my fault and I should have trusted on the ticket". It took us more than an hour to find their office on the airport, because they didn't have any indication whatsoever. On the return flight, while waiting at the gate, some woman from the airline come to us and asked to see the ticket, immediately saying that we would have to pay for the carry-on luggage "because our seat wouldn't accomodate it". We had already paid for that, they should have done better. She didn't double-check our ticket before I asked her to, but when she did, it was there "carry-on luggage: paid". Seats were terrible, non-reclinable, and there were no inflight entertainment. There nothing for free during the 4h flight.

✅ Trip Verified | My experience with JetSmart Airline in Peru was an absolute nightmare. The airline's reckless overbooking led to a complete disaster, as they callously replaced my ticket at the counter with no regard for my plans. The lack of communication and sheer disregard for passengers was appalling

Not Verified | If you do not check in and pay for your bags and seat before going to the airport they will charge you double the cost to do so at the check-in window. On my flight from Lima to Cusco I tried multiple times to pay in advance but the website would not allow me to finalize payment. When I got to the Lima airport I explained this and showed my attempts. They understood and allowed me to pay the online rate. Conversely, when the website would not allow me to complete the payment transaction and I explained the issue at the check-in window on the Cusco airport they ignored me and I ended up paying an extra $100 USD more than I would have had their website functioned properly. it was explained to me that the fees had just recently gone up a day or two prior and that in Lima they had charged me the full rate. I find this very hard to accept given that I only paid $30 USD in Lima and $200 in Cusco. I saw the agent I was dealing with giggling with the agent sitting next to her while she was dealing with my issue. Very untrustworthy. Would never fly with this airline.