Jetstar Airways

✅ 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.

✅ Trip Verified | Jetstar is possibly the worst airline in Australia. They are almost never on time and communication with passengers regarding delays is suboptimal. If you are going on a really important trip, use another airline.

✅ Trip Verified | My carry on luggage was under 7kg, but the staff insist that I must include my handbag as well. My carry on luggage is literally only half full of just simple summer clothes. If counted together with my hand luggage which has my phones, cosmetics, wallet and power bank, it’s impossible to keep everything under 7kg. The company writes in their fine print that the hand bag is also included in the calculation. I don’t know of any other airline that does this. Had to pay 70SGD, which is almost the cost of the ticket for a few extra kga. Very misleading and borderline cheating. In addition, they don’t accept union pay cards, only mastercard. So I had to walk to the other side of the airport and pay additional fees to get cash. Absolute trash of a Airline! Avoid at all costs.

✅ Trip Verified | Jetstar refused a few customers to drop off bag before 2 hours of the flight. Flight is at 2030 and they kept refusing for people to drop off their check in bag until 1830, so now the line is long and they can't keep up with the check in. This is the stupidest airline I've ever heard refusing for customers to drop off bag and check on unless it's 2hrs from departure. considering the check in and departure is not on the same floor and u still have to go through airport security.

Not Verified | I could not add my baggage online before my return date and was asked to do so at the airport. On my departure date, I tried to, but I had to pay airline fees instead of adding on because the counter was already open for check-in. I was there early to check with customer service but there was no one available to assist. In the end, I had to AUD910 for the additional baggage when checking in and the staff was unfriendly and harsh. Very inconvenient and inefficient. Worst airline experience.