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- Verified customer
Refund offer removed
Jetstar offered a refund on their website for places with a level 4 travel ban. Initially it was only China and Iran on level 4. As soon as level 4 was declared for all overseas travel, Jetstar removed the offer from the website.
I requested a refund and customer care got back to me telling me that they acknowledge that the information they provided on their website may not have clearly stated what was on offer under their special policy in place and they apologised.
This misleading information has impacted my travel plans, but because the a...ctual flight I’m booked on hasn’t been cancelled, they won’t refund me. As a result I have joined a Jetstar class action group on Facebook with many others that are in similar situations. Not happy, doubt I’ll ever fly with them again.
Greed, lie and cheat
Jetstar should be offering refunds not vouchers during the Covid-19 crisis. Beware: They also change your flights without notifying you.
Even once the flight is cancelled, they only offer a voucher. Jetstar tricks their customers out of a refund in which they are entitled to. If you call them to discuss your options, be prepared to be on hold for minimum 4 hours before being disconnected. They give a short deadline to accept a voucher, expecting a decision without being able to discuss your options with them, as they give no other option but a...
Flights are cheap because they’ll always find another way of taking money from you. Total rip off. Hand bag slightly above weight and they force you to pay 65$ to have it checked in. If you want to keep laptop out of it and carry it you can’t do it. Why? Because if it’s in the bag it is above the weight and then they can charge you. Thieves, you should feel ashamed to work for such a company.
They Cancelled my flight and will only give credit note
If Jetstar has just given you a credit note and not a refund, please join our Facebook page “Jetstar Class Action” - together we can try and get our money back
Have flown Jetstar numerous times and never had a problem!
Now they have cancelled my flights and can’t tell me when they can fly me to Good Coast will only give me a credit note.
I’ve been on Jetstar messenger for 4 hours and no response.
Then I wrote to Jetstar CEO who just told me that I can have a credit note-I paid cash why can’t I have cash back?
They have issued me a credit note only.
Avoid them as they take your money then don’t supply what you paid for and will only give you a credit note $822 loss plus accommodation- very unhappy Jetstar!
AVOID. A "credit voucher" is NOT reimbursement
It would be charitable to label JetStar's written description of a Credit Voucher as "reimbursement" as disingenuous. The truth is these emailed 'offers' to customers to accept a voucher (with no alternatives and often with deadlines applied) are deliberately misleading and deceptive, and apparently designed to prevent customers accessing their statutory right to a full refund under Australian Consumer Law. The Collins Dictionary definition of reimbursement is: "If you receive reimbursement for money that you have spent, you get your money ba...ck". A credit voucher for a single company with a long list of usage constraints is not 'money'. We have had more than $3,000 in flights cancelled by JetStar. JetStar explicitly refuses to refund all of this, even under direct request via the only available communication channel, web chat. We understand the challenging conditions COVID-19 has thrust upon all businesses, and we understand JetStar's desire to preserve cash, but individuals are hurting at least as much as major airlines. I am now unemployed, as are likely millions of other Australians, and this is material for our family. JetStar's failure to provide any route through which customers can lodge a formal complaint, and its explicit denial of a customer's statutory rights under law to a full refund, is a deplorable way for the airline to act. JetStar's approach to its current challenges also directly contravenes multiple statements in JetStar's published "Consumer Guarantee", when customers most need JetStar to uphold these statements. Australians will not forget how businesses act over this challenging period. We will not be flying with JetStar again.
Avoid at all costs
I have been struggling to get my flights to home for many weeks due to COVID-19 situation. They cancelled my flight (connecting me to the only flight back to home) without any notification less than 24 hour before the departure! They told me my chances are to book another flight for over half of the price to a flight which will probably also get cancelled. No refunds. You cant get through any phone lines What an unprofessional company , avoid!!
A rip off. Boycott them so they go out of business.
Booked a flight from Sydney so my brother could attend a funeral in Darwin. He is in Sydney and on a disability pension. Right from the get go he got daily emails encouraging him to cancel due to COVID 19. The words voucher and reimbursement were used. He elected to cancel under the understanding that a refund would be provided. That’s what reimbursement means to him. Then of course they state a voucher is coming. He doesn’t want a voucher. He’s on a disability pension and can’t afford a holiday and he has missed the funeral. Complained to ACA ...who stated he was ineligible as he hadn’t complained to Jetstar. The information provided to the ACA was provided to Jetstar who responded via some hack by claiming the flight was going ahead and that he’d elected to cancel so voucher only and no refund. Nice little racket between the ACA and airlines huh. We will complain again to ACA and Consumer Affairs and to every media outlet in the hope that one of them takes up his story as we know thousands of people are ripped off by Jetstar every year. In the meantime, I urge people to boycott Jetstar so they feel the heat AFTER the COVID 19 pandemic. Don’t fly with them ever or any airline that exhibits such mercenary and poor corporate behaviour. They are a disgraceful rip off and as consumers we determine their future so boycott them forever until they get the message and/or go bankrupt and cease flying. We will start a Facebook page shortly adverting to Jetstar and seeking enough numbers to lean on these grifters to provide refunds and spread this across social media and heritage media outlets. They are rotten to the core.
Terrible customer servie
We booked our flights with Jetstar for more than 50 people. Due to CoViD19, Australia closed borders to QLD unless it is essential. Also requiring travellers to self isolate for 14 days wether we show symptoms or not. WE WILL ONLY BE IN QLD FOR 5 DAYS!! I am a healthcare professional and it is only right and responsible to cancel our trip. I could be exposed to Covid 19 therefore, I am practicing social distancing and also encourage everyone in my group to do the same at the moment. Yet!! Jetstar refused to refund our money blatantly and only o...ffer vouchers, total is worth over 18K worth of flight tickets. With the economy at the moment and due to Covid 19, my friends has been laid of work and the refund could help some family at this stage. Again! they blatantly refused us. Compassionate and being safe is definitely not on their list, only money. Not at all reflect their values. Will never travel with them again!!
Last night i was seated between two men and therewas used mask at the front of me. After everyone seated i moved to front seat with nobody at all 3 seats for health relate esp this Covid19 time. A thin blond hair staff came quick said "did you hear PA!" i said no sorry. She told "move back to your seat!!" i like... Ummm.. Didn't you have little bit of manner to speak with a customer or ask why do i have to move.(cause you not clean the seat from last passenger!! Its hygienic reason.) after i moved back, more than 15 mins before all staffs gave safety instruction so i dont know why she pick me to cranky about??? All others staffs been very kindafterward though
NO BANK REFUND
Booking from Darwin to Brisbane was cancelled due to covid-19. This was booked a month and half ago.
READ !!!!!! I am truly disappointed because insurance was not refunded back and had to be requested seperately. BEWARE!! PLEASE first refund your insurance via call or email before cancelling your tickets otherwise they will no longer see your insurance policy number that is needed and be provided to get refunded.
I am a frequent flyer of Jetstar. But they did not provide these points before requesting refund.
NO REFUND BACK ONLY VOUCHER.
Voucher valid 6 months
They canceled our flights to Hawaii due to Coronavirus and send us voucher valid for 6months from today 25th march 2020
Firstly it’s wrong giving voucher not money back.
Secondly 6months valid in this Coronavirus hysteria and pandemic. I won’t be traveling for awhile so good job Jetstar you have free money from Me.
Can't get the credit voucher as offered by Jetstar.
Been trying for days now to get a credit voucher for my upcoming trip to and from NSW (as offered to me by Jetstar). I am so annoyed with Jetstar - have been following the instructions on numerous occasions to get the voucher without success and keeps telling me I have to pay $70.00 to proceed - like WTH. If this isn't sorted out by the deadline of the 31/03/2020 and I lose my money I will NEVER use this company again. I would like someone to contact me to sort this out - I've even tried their chat/help line without success. Saying I'm disappointed is an understatement! Just give me what you offered!!!!
Managing my booking
I am unable to change or cancel my booking through manage booking option. I also couldn't contact the customer care. Jetstar should have been customer friendly in this COVID-19 situation instead it is stealing customers' money.
You complain - literally - when it comes to Jetstar. I tried to contact them about them owing me a refund not a voucher as they promised me. Can’t find an email method. Tried the chat method. They are too busy. Tried the complaint method. Takes you to the chat method.
Then I found the on-line assistant method. Great! Only it tells me that my booking reference is not recognised ........ that is because jetstar cancelled the flight and the booking, promising to refund me the money.
Refused to refund ticket for my deceased father.
Advised jetstar of the fact that whilst on holiday, my father passed away and would obviously not require his return international ticket. They would not provide credit to me so as I could attend to his affairs and stated that until I had a death certificate, they could do no more. Upon returning with his ashes, I submitted all requested proof of death to then be advised the refund could only be made to a locked account which will not receive payment and the travel agent in Thailand where he booked his second leg using cash. Three hours on hold for this rubbish. Shame Jetstar, stealing from the dead.
Dreadful airline with dreadful staff. Avoid if possible. Slugged an extra $65 for baggage being slightly over 7kg and not being checked in, irrespective of the total weight difference to the plane (nil). There was absolutely no sympathy when it was explained there was no return QANTAS option where the 7kg weight limit isn’t an issue. If it isn’t a technical issue, then it is obviously just an opportunistic cash grab.
very disappointed how they are dealing with processing refunds. No communication at all, no phone call, no email. It’s been 6 days and still can’t get in contact with them
Very Bad customer service.
I was at the Gate and one of jetstar staff member asking me to pay extra money for extra carry on baggage.After long conversation I paid $65 but still she made a decision to kick me off and not allow me to boarding at all.Just because she doesn’t like my arguments,My argue was why nobody weigh my carry on baggage at check in time?At gate they ask me to pay extra $65 which is huge for extra 3kg carry on baggage.It seems to me their policy made to get more money from customers.She been helpless to me and immediately called to the security and sh...own me her power.I never recommend anyone to fly with Jetstar.My wife is seek and waiting me at home.Just because of that lady ego,now I have to stay whole night at airport.I ask for her ID but she ignored all the time.So as a customer Non of the things favoured me.Call centre answered me after 1hr.Live Chat option useless.Servicewise they are very poor.I will never use their services.I didn’t get refund.
- Verified customer
Terrible!!!!! Would leave 0 Stars if I could!!!
Have someone call me URGENTLY!!!!!! My partner and I flew to Avalon VIC from Sydney this morning, landing at 8.15am, and my bag was left by your staff in Sydney. I still have not received my luggage to my hotel. This is not acceptable!! It was my partners birthday today, his presents were in my bag, as well as both go our belonging for our trip. We both had to go out and buy clothes and toiletries due to your companies incompetence. (We will be compensated for your companies incompetence). Even at the quietest time, you can’t get it right!!! E...nsure someone contacts me urgently. I believe a flight landed in Avalon at 8.05pm tonight, that SHOULD have had our bag on it. NOTE! There were also MULTIPLE flights from Sydney to Melbourne today after ours and still no bag! Contact me now! This is a joke. Kobie Midson
Good response for a budget ticket
Jetstar allowed us to rebook a new fare without penalty in 6 months time to avoid the current crisis. I had to wait about 50 minutes on the phone to speak to someone but I can only imagine how many people are ringing at the same time. I think they are doing their best in this horrible situation.
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Questions & Answers
Booked my husband for a flight from Melbourne to Adelaide because he had to be to early morning meeting. Every time (5+) we have flown this airline they have been delayed so we hoped that would not happen today for his meeting. It did and now he is arrived 2 hours late and late for meeting...this airline is absolutely unreliable and the cost savings (though they nickle and some you for everything and it adds up) is not worth it....proven to us again why we do not fly with Jetstar
Why on earth can’t you help your customers and if they’re late for just 1 minute for Check-in why can’t you just help!!!! I had a family emergency and on top of that you charge me MORE money to get on a flight the next day! You hide behind your terms and conditions. That amount of money can make our break a person Jetstar. As a company you have no ethical boundaries. Air NZ NEVER would have done that!!!!!
Why the staffs are so bad and unfriendly! There should be some basic manners even if they have to shift/adjust our hand baggages, they should ask us first and take our permission to shift and not behave like a cheap staff! Learn to be humble with senior citizens no matter whatever race they belongs to... wheelchair with a staff should do their job properly and not make passenger who accompany to push the wheelchair and these staff simply boycott
I see many bad reviews and I am not surprised at all!! I would never recommend to anyone nor would I fly this airline in future! qantas has a long ways to learn too!! Sad
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