Jetstar Asia

Flight from Phnom Penh to Singapore on time on spotlessly clean aircraft with friendly and efficient staff.

We had a nearly 3-hour delay on 10 Nov on our SIN-DPS flight (VF241). We were told that the computerised check-in system was down. At the start of the delay there were confusion on what to do and the communication to the passengers affected was poorly managed. At times there were discrepancy between the instruction by Jetstar Asia and Changi Airport's staffs. We were originally in the "web-check in" queue since we had checked in online but was redirected to a long queue specifically for our flight afterwards. Apparently the web check in queue was functioning soon after we left out queue to join a super long queue. To make things worse at the boarding gate we were told that our seats (which we paid for) has been taken by others! My wife and I have to either sit separately staff did not even bother to ask the passengers whether they were open to a switch? In short the delay was badly managed.

SIN-SGN rtn. My cabin bag was overweight by 3 kgs so I paid the excess SGD60 and then they insisted I check the bag in at the gate. Left the bag with staff at gate who assured me it would be loaded. It wasn't. Agent in SGN was less than helpful and asked me three times if I was sure my bag hadn't been taken off the carousel and left beside it. 24 hrs and three phone calls later I was informed the bag had arrived and I needed to travel to the airport to collect it as they would not deliver it to the hotel despite it being their fault. All up SGD 60 for the honour of them losing my bag and then taxi fares of USD30 to get to and from the airport to collect the bag. Didn't mind being charged the excess but the loss of the bag and the refusal to deliver was just too ridiculous. Flight was good but the baggage issues ruined my trip.

Flew from SIN-BKK-SIN. The flight to BKK was fun and seat was still acceptable as it was just a 2 hours flight but the return flight to SIN was torture! The leather seat was so hard and uncomfortable and the air conditioning was not in good condition.

CGK-SIN-CGK. One flight with lots of overweight both on check-in and hand luggage (on hand luggage 7 Kg more than allowed my flying partner 11Kg more than allowed!) but no problems with the check-in crew. The staff were nice. I can't understand why the airlines doesn't announce when did you crossed the Equator. Otherwise everything great. I will fly JetStar again.

Ho Chi Minh City - Singapore. Everything as expected or even a bit better. Never had a delay with JetStar. No issues comfortable seats.

Hong Kong - Singapore - Perth. We flew from HKG to Singapore originally at 11.05am and should have taken the second flight to Perth at 5.50pm. Jetstar delayed the flight for 7 hours due to 'adverse weather and operational reason'. Flights of other airlines had the planes boarded to Singapore with at most 1 hour delay. We finally could not catch up the second plane and were forced to stay one night in Singapore with no accommodation provided. Staff were not helpful and made us confused. We arrived Perth with a 24-hour delay with no luggage. We called the so-called 'hotlines' and the people there said they are not the customer service department staff and we could only complain by email. Finally we were back to Hong Kong and sent an email to Jetstar.

Singapore - Medan - Singapore. Online check-in option made checking in easier. However ground staff insisted that my hand carry be weighed. Exceeded boarding allowance by 4kg. They were every insistent that I pay for every single kilogram exceeded (they even threatened that Jetstar will re-weigh your luggage inside). I was shocked by this as this was the first time I encountered this. Staff took back my boarding pass and refused to let me enter unless I paid SGD80. I was able to negotiate with a more senior ground crew who eventually halved my fees. Although this is a budget carrier their policies come across as desperate rigid and unlike Asian carriers. This experience left a bitter taste in my mouth as it seems they are using every opportunity to make money from you. For future customers I would advice choosing an alternative carrier. I hope this serves as a warning to future customers.

Singapore-Jakarta-Singapore. Smooth check in flight was on time seats were okay. It was a short flight so it wasn't too bad. I thought it was a bit too hectic when they were selling food. Did not have a bad experience like I normally had when travelling with other budget airlines.

KIX-SIN-KIX then KIX-SIN both via TPE. Jetstar was cheaper by at least 20% than all other airlines on this leg excluding the other budget carrier but the timings (midday departure from Japan red-eye return) were better for me. Check in lines were long but the internet check in line was empty. In Japan when I mentioned that I tried to check in online but was unable to they put me into the internet check in line without delay which impressed me. Boarding was prompt and service very nice onboard; the FA proactively suggested I move to a roomier seat when the plane was emptier. Onboard food and drink are very expensive but we could bring on what we needed and with the stop in Taipei you're able to have an affordable lunch. Would definitely fly again as long as the price stays low.