Jetstar Airways

✅ Trip Verified |   They are sucking your money even for 1 kg overweight carry on luggage. While other airlines might just allow it, this is the only one bringing the steel weight and one by one weigh your baggage and charge you.

✅ Trip Verified | Outside of consistently late flights, awful service and planes JetStar apply hidden fees at every opportunity. Be wary as the upfront price is not what you pay, bit of a scam really!

✅ Trip Verified | Our flight was scheduled to leave at 9:40 and overnight our flight got moved to 9:20. We got the notification overnight so we woke up too late to leave any earlier. After rushing to the airport, we made it to bag checkin at 8:42 (two minutes after checkin had closed). We asked for help because the machines would not let us check in and staff at Adelaide airport turned around and yelled at us to tell us to stop shouting (we weren’t). We tried explaining to him the situation and he shouted over us “you got notified, if you’re two minutes late, too bad” and proceeded to turn around and ignore us. He told us that we should have left earlier, but I told him we weren’t notified in time to see it to change our alarmed and he yells at my family “get away”. Making an absolute scene. We went to the service desk to ask for help and the lovely people behind there checked our bags in. Right after our bags got checked in, the staff went over to the poor girl and told her off for helping us. While I understand that we should have been earlier, given the circumstances and how far we live from the airport. Even if the staff wasn’t willing to make an exception, the way he yelled at us despite us not shouting, being rude or swearing was absolutely disgusting and not okay. Really disgusting, and the fact that a man like him is a front for the company is disgraceful. In the end, boarding started at 9:20 as the flight was half an hour late.

Not Verified | Its a 6 hour Flight from Brisbane to Perth where we allowed 3 hours after landing to catch the next flight to our destination. About 4 hours into the flight it seems they turned around and headed back to Brisbane without telling anyone or considering it was LESS time to continue flying to Perth (Fly 4 Hours back or Fly 2 Hour onward) on landing back in Brisbane well after midnight and finding out we were back and would miss not only our Flight from Perth but our entire Holiday that had been planned. JetStar were RUDE, Didn't want to Listen when I said "No sense in giving us another ticket for tomorrow as we have missed our Connection". Response was "Not our Problem" with a replacement Ticket shoved into my chest, then she yells out NEXT and totally ignored anything else I needed to ask and glanced at the Security Guard to push us out the door. Tried to put in a Complaint multiple times on their website Chat but after wasting 3 nights and over an hour at a time waiting for a real person that would handle our messages seems when they read the messages they just fobbed us off and went to the next customer and left us hanging. We might have lost out on a $5000 Holiday and all that expense but you lost another Valued Customer that won't ever use your services or recommend you either. Word of Mouth is what will bring you down like all the airlines before you.

✅ Trip Verified | Sat on the tarmac for four hours just to be told the international flight was going to be cancelled and to come back tomorrow. Flight was delayed once again and we sat on the tarmac for 45 mins the next morning. Return flight was also delayed. Got offered water once on a 7 hour flight, it was warm. Offered us nothing more than $100 voucher for all this trouble. Never want to fly with them again but I had already booked another trip by this point. They wouldn’t let me use the voucher to pay for luggage. They then tried to say “my transaction hadn’t gone through” and tried to make me pay twice for the already overpriced luggage fee. A carry on sized suitcase weighing less than 10kg cost 80.

✅ Trip Verified | My flight from HCM City to Sydney was delayed for 1.5 hours after landing with no clear reasons from the cabin crew. The lines to the counters are always busy and there are usually only 3-4 staffs at the time - each staff normally takes around 5 minutes per person/small group. The counter staffs charge $12 per person for early bag dropping, which is a scam as they never display the price on the signs nor in the app nor anything - this is where it gets ridiculous as they only open bag dropping counters for a specific flight 2 hours before the departure, whereas the boarding time is 30 minutes before departure and it usually takes like an hour per person to get to the counter. Got my flight cancelled just an hour before the departure time after all that effort and money as I tried to make it to the counter. They compensated me with free flight rescheduling and an overnight accomodation. The bus service which was also covered in the compensation was late for 30 minutes and I came to the airport one hour before the departure time. Lined up again for 55 minutes which was still on-time as compared to the boarding time and the counter lady said I was 10 minutes late, and no one announced me about this when I was still in-line. Had to reschedule again but this time they charged me $90/person. I’m writing this review while waiting for my next scheduled flight, let’s just hope that it won’t be cancelled another time. Never recommend this to anyone. Please do not waste your time and money, considering if you’re looking for a budget airline as it’s not worth what you’re going to pay.

✅ Trip Verified | Apart from a 30 minute delay outbound it is hard to fault my Sydney-Adelaide return trip. Yes it’s a no frills carrier but most everything worked efficiently and I was impressed by how smiling and happy all the staff were.

Not Verified | On 16 Dec, woke up at 4am to see that my 6am flight from Gold coast to Melbourne (JQ431) has been cancelled. Email was sent at 2am+, very last minute. At the Melbourne airport, the flight (JQ7) was delayed multiple times. I received 3 notifications on my phone of updated flight timings. Staff announced about engineers fixing emergency lights. After a while, staff said they will be done 15 to 20 minutes, the engineers will be done but they were not. Continued to say that there are no updates. It is quite frustrating. After 3h 20mins it was cancelled. Appreciate the complimentary $10 voucher to be used in the airport, the accommodation, and the $30 meal voucher at the accommodation. We were told that the 17 Dec flight (JQ1007) is at 345pm. Upon reaching the airport, it is changed to 430pm. The screen showed that check-in is open but there was no counter no. mentioned. Initially was boarding gate 10, at 305pm. Suddenly changed to boarding gate 20, at 330pm. No announcements were made. Then I overheard a staff member telling a passenger to come back at 4pm as he was telling to queue at 3.30pm. The staff announced for rows 1 to 13 to board at 350pm but we were made to stand and wait for 20mins+. Appreciate the complimentary entertainment. Overall, this experience has been patience testing and I felt that the staff could be clearer in communication to passengers. This has caused me to lose faith in this airline.

✅ Trip Verified | Terrible experience. I was freezing cold even though I had a hoodie and I thought adequate clothing. I had never known a cabin so cold. I shivered and teeth chattering for 2 hours. Cabin crew kept promising a blanket but the manager kept them from giving me. I was sick for a few days after I arrived. Such a shame as I only had 5 days with family and I was sick because of the angry unhelpful manager. Will never fly again with this terrible budget airline. I flew back with Thai it was double cost but the staff took their duty of care seriously. If you wanted to be treated like cattle then Jetstar is that!

✅ Trip Verified | Received absolutely horrific service on my Jetstar flight JQ75 on Dec 15th 2024 from Perth to Bangkok. I had left my passport in the lounge and was desperately looking for it, asking the ground staff at the gate if they could kindly wait to the last minute before closing. In the end, they closed the gate and left. While they were probably within their rights to do so, albeit for a complete lack of and empathy for a passenger and paying customer in need - what happened afterwards was unacceptable. I was escorted out by ground staff to the service desk where I met what can only be described as the world's worst counter staff. After letting me know me that she was the one telling the plane to leave - she proceeded to berate me how it was all my fault and finally, as I dared to respond and make my case to counter her arguments in a calm and reasonable matter, she said: 'I think you are now a no-show and I am no longer able to help you - you can call Jetstar Hotline, bye!" Context clearly implied it was a punitive measure for speaking up and challenging her on her points. Again, I was calm and merely responded to her with my take on the situation. After spending 30 minutes on the phone with Jetstar, it turned out that ground staff were in fact the only ones able to assist and she had flat out lied to get rid of me. When confronting her about it, she called her supervisor on the phone who directed her what to say and how to handle the situation - which was in fact helping a customer in need - which hadn't crossed her mind before. In the end, because she had labeled me a 'no-show' - I had to book a later flight as the actually helpful hotline representative couldn't do anything anymore. I have since filed a complaint about this ground staff. Even though a budget carrier, I am shocked by the lack of care and empathy in this situation and the lack of quality assurance in the hiring process of employees who clearly abuse their position to belittle and condescend customers.