Jetstar Asia

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 208 reviews
5/10
3 star Skytrax Rating
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2/10

"beware the check-in luggage policy"

(United States)

Not Verified | I purchased additional carry-on option so that I can carry two bags up to 14Kg. At the check-in desk, however, I was told one of the luggage was too big and had to be checked-in with 55000 KRW pay. I protested that it should be allowed to be carried in because it's almost the same dimension as my other luggage, only looking bigger because it's an old-fashioned two-wheeler. Of course, my protest was not accepted (although the manager admitted it was on the borderline). That was first of frustration that ruined our 60th birthday trip. On arriving Sydney, then, we learned our connecting flight to Brisbane was cancelled, and we had to stay overnight in Sydney screwing our itinerary (We managed to find late flight from another airline that the staff at the Jetstar refused to find themselves). Frustrating start of the trip. On the way back, I was ready to pay for check-in the problem luggage, but the staff at the check-in desk said it is allowable, so I carried in both bags! So, the same luggage, depending on who the desk staff was, was not allowed one way and allowed the other way. So, if you want to buy additional option for the carry-on luggage, pray you get the right staff at the check-in desk. Otherwise, you'd have to pay extra around $40 (US dollar) for check-in, without getting the extra check-in option payment reimbursed. I complained this to the customer service, and of course the person I chatted with said there was nothing s/he could do it. So, once happened, there is little to no chance to get your money reimbursed. Just beware the check-in luggage policy can be very arbitrary.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteIncheon to Sydney
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Overall bad experience"

(Australia)

Trip Verified | Firstly, upon our arrival, the flight attendant was impatient and had a bad attitude. There was not enough space for our carry on bags above our seats and they gave us attitude by blaming us for not coming 'early enough' and because our bags are 'too big' - All of our bags were smaller than the dimension limits!! Clearly that's Jetstar's fault that they don't leave enough space for people's luggage. Secondly, the flight attendants all clearly saw that the people behind us were causing trouble by being very noisy the entire 6 hour flight and annoying everyone around them. We kept telling them to be quiet but instead of the staff helping to deescalate the situation they kept giving them more and more alcohol - they were clearly drunk! What happened to RSA and not giving drinks to intoxicated people? The more drinks they had the more noisy and bothersome they became. Overall bad experience and I would not recommend Jetstar to anyone.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Bali
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Great value for money"

(Philippines)

Trip Verified | Very decent airline. Great value for money and no real complaints. If I had one complaint it's more of the ground check in, queues tend to be form very long since they wait until the last moment to check in (from MNL). On the Flight back (From SG), the check in was fast since it was mostly machines but the gate or at least the access to the waiting area before the gate is closed until a few minutes before boarding in my case so everyone either had to awkwardly wait in the walkways before or just proceed there when it was almost time. Note as a budget carrier, their gate is quite far from the shops and other waiting areas so it might be a problem going back and forth for older passengers.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteManila to Singapore
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"worst airline customer support"

(Singapore)

Not Verified | One of the worst airline customer support I have ever encountered. Until now, living in Singapore was spotless but Jetstar has ruined that. I booked the flight wrongly and tried to cancel the booking under 1 hour, which is also their 1-hour-fix policy condition. Unfortunately, Jetstar did everything so I couldn't use this policy. I was unable to cancel the booking on the website (no option to cancel or change the destination), call the customer service to ask the same (it was outside of their working hours) or get any meaningful support from their virtual assistant (refering me to the same website that cannot execute the 1-hour-fix policy). When I called them the next morning, they refused to cancel my booking and required me to pay the change fee (if I wanted to change). So, their 1-hour-fix policy only works between 6AM and 10 PM, when their phone customer support works. Makes me really sad and hurt to see that these kinds of things can happen in lovely Singapore.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSingapore to Phuket
Date FlownJanuary 2023
Value For Money 12345
no
3/10

"customer service and logistics were abysmal"

(Singapore)

Trip Verified | I'm not even complaining about the flight cancellation (actually, we had boarded the 2pm plane from KUL to SIN- were then told to disembark, instructed twice about subsequent delays and then that it was cancelled with the next flight occurring the next evening.) But the follow up customer service and logistics were abysmal. It took four hours to exit the airport and onto the overnight hotel. I was not informed that the replacement flight was delayed again - had to hear it from another customer. When you try to contact customer service you're forced to use a live chat system which keeps you waiting for ages, and when it finally connects and if you haven't responded immediately (because you waited thirty mins and needed to look at I don't know, work emails) then they'll disconnect you. When I got through they said they'd send me an email with my case Id. It never came. When I enquired again they told me the garbled email address they'd sent it to (eg 128djfhsks@xx dot com) which was clearly a dummy email that was generated by trip.com the third party. I told them my email. They promised they'd send it to the right address. They never did. This airline is basically - fly at your peril - if you have a complaint, we'll pretend enough to care so we don't break the law, but we'll make it as difficult as possible for you to bother complaining and hope you'll give up eventually and not bother us.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Singapore
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"do not recommend booking with them"

(Australia)

Trip Verified | Thursday 24 November 2022. Arrived at KLIA2 to check in for my 2:45 pm Jetstar flight to Singapore, only to be told that the flight had been overbooked by eight seats, and I would not be able to check-in. The next flight I could take would be at 9:25 pm. Offered a voucher and meal vouchers (that can only be redeemed at one unremarkable outlet). I spoke with customer service to ask them to arrange an earlier flight, but this was a complete waste of 10 minutes of my time. I've also used the 'Chat' function through the Jetstar Asia website. Waste of time and effort (not even sure it was a real person). I will not book a Jetstar flight again and will not include Jetstar Asia in any legs of international flights I take in future. I do not recommend booking with them. The customer service is non-existent, and the 'commercial practice' (a term used in a weak apology/excuse letter I was given) of overbooking is disrespectful of customers. Clearly Jetstar are putting their desire for profit above any concern for customer service and satisfaction. The sooner Jetstar Asia goes out of business, then the better this will be for travellers.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKuala Lumpur to Singapore
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Please take some action"

(Malaysia)

Trip Verified | I am taking flight from KL to Singapore at 9:25pm 5/11/2022. All the passengers waited at the waiting hall for 1 hour but no update at all about the delay. Until some of the passengers go complain then the crew stand out and say checking problem from aircraft, waiting for update. Is fine to wait but at least announce right? What kind of service is this? Please take some action with it and I had wasted so much time on this waiting.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Singapore
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"unfairness of this company"

(United States)

Not Verified | Blown away with the absolute rudeness and unfairness of this company and its customer service. I brought a guitar as a carry on from Bali to Singapore with no issues on a jetstar flight. On my flight from Singapore to Kuala Lumpur, they refused to allow me to take my guitar as a carry on and required me to check it. They told me it was the previous attendant’s mistake on the flight from Bali. I asked for a free bag check and wrap to make sure the guitar would be safe, and they declined, and insisted I pay for their mistake. The guitar was not padded and was not ready for checking. I ended up leaving the guitar in the airport since cost of wrapping the guitar and checking it was almost as much as the guitar, and the wrapping likely would not have kept the guitar safe. The staff was incredibly rude and talked back to me when I was just trying to find a solution to my problem. Never flying with them again. Check bags are incredibly overpriced as well and the weight limit for carry on and checked bags is ludicrously low. Seats are tight and uncomfortable. We almost missed our flight from Oahu to Sydney because the staff didn’t communicate that our bags were going through to Bali even though we told the first attendant that they were and she told us all was set.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSingapore to Kuala Lumpur
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"won't extend the credit voucher"

(Indonesia)

Trip Verified | Jetstar cancel my direct flight from KNO (Kualanamu airport) to Singapore because of the covid 19, And give me credit voucher. Problem is Jetstar haven't open direct route from KNO up till now (7 may 2022). I tried to ask the customer services when Will they open the direct flight from KNO but they cannot give me answer. And they won't extend the credit voucher expired date which expire on 31 December 2022.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKualanamu to Singapore
Date FlownJune 2021
Ground Service 12345
Value For Money 12345
no
8/10

"such a wonderful staff"

(Indonesia)

Trip Verified | Very good experience with such a wonderful staff from Juanda International Airport. Especially Lopez, Sulis, Eka, and Ganda. Very helpful and friendly. Thank you so much for helping me a lot when during check in time, amazing service! All the best.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSurabaya to Singapore
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes