Jetstar Airways

A couple of warnings. Jetstar flies from Terminal 3 at Narita, the low cost terminal. The Narita Express train does not stop at this terminal, so you have to get off at the Terminal 2 stop and walk about 700m to the check-in area. Also, there is no Business Class lounge in Terminal 3. So there is much less point paying for a Jetstar BusinessMax fare (as I did), because there is no access to a lounge. This is not mentioned on the Jetstar website. They say Qantas lounge access "where available", but any reasonable person would assume that, as Narita is a huge airport that Qantas flies to, a Qantas lounge would be available. I felt a bit cheated. Anyway check-in and boarding were very smooth. Onboard the airline offers good value for money, with a comfortable seat (for day flying at least) and a reasonable food and drink offering. The crew on my flight were very solicitous and attentive. Overall Jetstar Business Class is an excellent product in its class (but investigate whether you can get value for the BusinessMax fare before buying!)

Worst experience ever. After reading many comments I realize that I am now one of many, but do yourself a favor and never fly Jetstar Airways no matter the price. Hidden fees plus no service plus lousy attitude. Admired to making lose our flight by their mistake and our compensation was not charging us extra to catch the next flight. Flew with them four times while in Australia and problems every time.

Melbourne to Bangkok return, and I have flown this route many times - it defies me how Jetstar never get this route on time. They are late to depart, and always the same reasons - late passengers (this is from the airline that invented strict check-in policies), the pilot completing paperwork etc etc. If you track the history of these flight numbers you will see that the average delay is 1 hr. If you look at on-time performance for this route, Thai airways comes in at 95%, Jetstar is around 27%. And to rub salt into the wound, Qantas closed their lounge in Bangkok on 15th November 2015 - so that $300 plus extra fee you pay to enjoy things like the lounge - worthless. They put you in a local airport lounge - but bear in mind anyone can use this at a cost of only $40 - far from worth it.

The worst thing about Jetstar is their website. The night before our flight, I decided to book exit row seats. I logged in, got to the seating map, and spent twenty minutes trying to allocate seats with no success. I then spent another fifteen minutes trying to locate a phone number on their website so I could speak with someone who could hopefully help me. I ended up going through Google to find a number, finally speaking with a very helpful man who booked my seats. Whilst online, though no seats had been booked, the website gave me the impression it had debited our credit card anyway, but the very helpful man assured me no money had been taken. Our flight the following morning was fine, if a little early for me (6.10am). Cabin crew were good, the pre-ordered toasted sandwich was hot and tasty, and flight departed on time and arrived early into Cairns. We always fly Qantas, but some routes in Australia are not flown by them, so other carriers such as Jetstar or Virgin have to be used. Jetstar is the preferred option as I can accrue Qantas FF points and status credits. This is my fifth domestic flight with Jetstar, and all flights have been on time and without incident.

I have flown short-haul on JetStar a few times - nothing exceptionally bad or good to comment on, but you kinda get what you pay for. However, this review is for a flight I didn't take, and where Jetstar outperformed expectations. I had to cancel my holiday due to serious illness in the family and Jetstar gave me a full refund for my tickets. Their customer service staff were helpful, compassionate and efficient - unexpected from a budget carrier.

Honolulu to Auckland via Sydney. Jetstar is the worst airline I have ever flown with. It started before the departure. We booked our flight and could not add pieces of luggage (Online). When we wanted to check in at the airport, the staff then explained we have to pay €101. Who travels for without any piece of luggage? I already paid a lot of money for the flight. During the flight, we then realized that we do not get any food unless we buy an overpriced snack. Honestly, I pay for a flight (Honolulu to Sydney) and there is no single food offered? Twice the flight attendant brought us 1 cup of water. Coffee should cost €3.50, in my opinion, even incomprehensible. Movies, music and other one had of course to pay for - as an example, you could buy (about 4 minutes length) for $5 music video. At the end I can say confidently that Jetstar is the worst airline ever, excuse my language. Peace

Jetstar ruined our holiday. At 3.42 as I was riding home from work (I had left early for our 6:30 jetstar flight to Melbourne) and received a text message that said the flight from Sydney is cancelled. For options told to check email or call 131 538. No explanation, that was it. I rushed home to make the call. After going through all the call options, waiting for a long time (for which Jetstar apolozied but I was waiting and waiting). I was put through to a call centre. I provided all necessary details, again, and the overseas customer service lady tried to appear helpful by saying the cancellation was due to engineering difficulties and that she would try to put me on the partner airline Qantas to Melbourne. She asked me to wait so I waited - and waited for a very long time then, she hung up! Desperate to try to redeem the weekend I called again and went through the entire wait routine again. This time the lady informed that all flights were fully booked but if I could get out to Sydney airport in 8 minutes we may be able to catch the 5:30 flight! By this time it was 4:52 peak hour traffic time and although we live in Chifley, about 20 minutes to the airport with no traffic, this was totally impossible - it was Friday afternoon peak hour! While waiting and talking on the phone I had logged on to the internet to find that there were some available seats on Jetstar flights going to the alternate Melbourne airport, Avalon, same night. I asked if we could possibly be booked onto one of these flights as although it was very inconvenient we would still be able to arrive in Melbourne that night and join other family members who were already successfully travelling to Melbourne from various locations using other airlines. I was informed that if I did this I would have to pay for the flight again as it was not to the same airport and that I would not be refunded. I asked if I could speak to her manager and she said that was not possible, she would read out my options which were to cancel and apply for a refund through customer care which would take 15 days! or she could book me on a flight the next day, 12:45pm was the earliest - a night and day of our 2 day holiday ruined as we had to return to Sydney the next day Sunday at 6:30 pm. I explained and she said all I could do was present my case to customer care. I asked if she could put me through to "customer care" and she said she did not have a phone number for "customer care" and that I had to go online, email them and wait for them to examine my case (up to 15 days as above). Totally frustrated I asked again to talk to the manager. She said she would put me through to someone then left and again I waited for a long time. There was no response on the line so I called again same wait process and asked the woman not to hang up on me this third time and that I wanted to know if I took a flight that night on their partner airline would they refund me for the flight I had already paid for and pay the cost difference for the new flights, this cancellation being Jetstars eng. fault (there were still seats on these other flights). She could not tell me. I couldn't afford the additional fares so I had to ask her to book me on the 12:45 flight Saturday, only to have to return the next day. We missed out on important family time together. Jetstar you ruined our holiday!

Jetstar's Star Class isn't the height of luxury, but I was impressed by the great value for money it offers. Check-in was a breeze, and onboard the seat was broad and comfortable (for a day flight at least). The crew service was excellent, better than in many "real business class cabins, there was welcoming bubbly and the meals were fine. The Dreamliner flight operated bang on time. I have a couple more flights booked in Jetstar Airways Star Class, and don't feel apprehensive about them now.

I have not had an on time with Jetstar over my last 5 flights. They wouldn't know what an on time flight was if it hit them in the face while walking around the runway trying to pick up the pieces of their reputation. Adding to that, they don't even inform you of a delay until you get to the airport - my 88 year old grandmother can send a text message, so surely someone at Jetstar knows how to work a phone.

Very bad experience overall! We were supposed to fly in the morning with Jetstar Airways from Auckland to Christchurch and our flight got canceled at the last minute when all passengers were at the gate. Then started the hassle of putting all passengers back on later flights. Lots of lines and time lost for finally being rebooked at 4pm, miss our campervan location in Christchurch and lose a complete day of our honeymoon. Very fun to spend 6 hours in Auckland airport by the way. The Jetstar staff was not friendly and never apologized about the situation. Just a very bad experience throughout the day!