Jetstar
8,547 reviews
Like others if I could give zero I would!!! Started PC (Pre-Covid) when I booked a flight to Hawaii to Australia. When Covid hit they offered a voucher to cancel my flight even though the flight was never going to take off so should have given me a full refund. Then I booked flights to Queensland which again was cancelled because of Covid. They… Read more
offered more vouchers but they expired before I could use most of them. Then I tried to use the vouchers AF (after-Covid) but the flight was once again cancelled. After about 48 hours on hold I was told my vouchers were still active. They have a low cancellation rate (just below Qantas) at 2% but because they have limited flights you can be stuck somewhere for a long time or have to book a last minute very expensive flight to get home... If you book with Qantas (even though you might be delayed) they have to get you home. Jetstar can leave you stranded for days/weeks as has been witnessed. Avoid the airline! I have lost thousands without ever flying!!!
I rarely leave negative reviews, and after more than 30 years working in hospitality I understand how demanding customer-facing roles can be. Unfortunately, on flight JQ801 from Adelaide to Brisbane, one member of the cabin crew significantly impacted what was otherwise a routine journey. After explaining that I occasionally needed to stand due… Read more
to previous spinal surgery, I was met with the response, “As long as you back off.” Later, after an accidental contact in the aisle caused my cup to move slightly, I was loudly told, “No more wine for you, mate,” in front of nearby passengers, which I found embarrassing and unnecessary.
My concern is not about alcohol service or airline policies. It is about professionalism, courtesy, and respect.
I have already raised the matter directly with Jetstar, as I believe companies should have the opportunity to address concerns privately before they appear publicly.
Most Jetstar staff I have encountered have been courteous and professional. Unfortunately, this experience fell well below that standard.
Extremely disappointing experience with Jetstar. My son and I arrived at the Jetstar check-in kiosks at approximately 8:05am for our flight to Bali. We had already completed online check-in and were actively trying to complete the airport check-in and baggage drop process before the published 8:15am baggage cut-off. There were several Jetstar… Read more
staff members on the check-in floor who could clearly see we were trying to meet the deadline, yet no assistance was offered. By 8:15am, we had completed check-in. We then proceeded immediately to baggage drop but were told we were approximately two minutes past the baggage cut-off time and would not be allowed to board the flight.
What makes this even more frustrating is that the flight was not due to depart until 9:15am, leaving around an hour before departure. We only had two checked bags, yet no discretion or common sense was applied despite the minimal delay.
When it became clear that we were going to be denied boarding, I requested that the matter be escalated to a manager for review. The manager also refused to allow us to board. As a customer facing a significant financial penalty and disruption to travel plans, I found this particularly disappointing.
To make matters worse, we had specifically paid extra for Bali Flex fares because they were advertised as providing flexibility and reduced change costs. Despite this, Jetstar refused to honour the flexibility we had paid for and instead charged us an additional $600 AUD to move onto the next available flight, which departed approximately six hours later.
As a solo parent travelling with my son, this created significant inconvenience and stress. We were forced to spend an additional six hours at the airport, arrived in Bali much later than planned, late evening and I had to urgently rearrange our airport transfer and arrival arrangements.
I understand airlines have policies and cut-off times, but refusing passengers over a two-minute baggage delay—particularly when they arrived before the cut-off, had already checked in online, and had paid for a flexible fare—feels unreasonable and entirely lacking in customer care.
The most disappointing aspect was not the policy itself, but the complete absence of discretion, assistance, empathy, or escalation. At no point did Jetstar staff appear willing to help find a reasonable solution.
This experience left me feeling misled about the value of the Bali Flex fare. If the advertised flexibility does not apply in circumstances like this, Jetstar should make that much clearer before customers pay extra for it.
Poor customer service, poor communication, and an expensive penalty for what was effectively a two-minute issue. Never choosing Jetstar again!
Reviews with attachments
Jetstar lost my bag 6 weeks ago and is weaponising a fake police loophole to avoid paying." Show details
I really just dont like the turbulance as it is on a plane its normal and it can be so scarey, at that tuesday flight was, That the lady next to me was holding onto me, very tight which i really didnt mind as she was screaming a little and i helped calm her down But what i really dont like is when the pilot and flight attendents dont warn you or… Read more
apoligise for this happening.. its the 4th plan in 12 months no one says anything why is that ???
The other thing is when 20mins into the flight i was really sick when i saw the dirty lights above me,,, it looked like blood over them.. It really alarmed me and totally made me sick in the dunny ( frightened me ) i know its extreme yes but it wasnt nice to look at it as it was all red like blood They should be all cleaned also
Rescheduled or bumped off the list! Could this be the case??? Am I assuming yno? Here goes: Flight rescheduled (01,10) by 10 minutes via email notification for flight at Xmas Airline declined to put me on a early flight citing policy 1hr policy Rescheduling and changes to my flight often happens to me as I am a regular flyer with airline this… Read more
is a issue
Due to fly out (24,11) Xmas eve asked I be compensated for this dollar value
I am making a current claim dollar value as I made successful claim and won against the airline in the past once for almost $699
Where a flight was cancelled but airline did not acknowledge the travel insurance I had talken out
This airline needs to reflect and show accountability to customers and honour their customers tickets and schedules
I planned months in advance for this and am organised so why is the airline not organised
I am after some money via a claim Disappointing particularly round Christmas
Give customers a fair go
- +1
Don’t fly Jetstar – We flew Jetstar flight 57 to Bali in December 2024. The flight was supposed to take off at 7:20am AEST and was delayed until 8:30am. Then they boarded everyone and we sat on the plane in the airport until about 9am instead took off at around 9:05am. They did not tell anyone why it was delayed. There was no inflight entertainment and they turned… Read more
off the WiFi, and also the meals were expensive. Since the flight was delayed, we missed our ferry over to Nusa lembongan and had to wait another 3hrs. We definitely don’t recommend flying Jetstar, even though they’re cheap it’s probably not worth it. Also the baggage reclamation was slow.
Great – Just had two very comfortable flights to Vietnam return from Melbourne. Flights JQ63 & JQ64. Staff were very pleasant and we all thought the beef lasagne wasn't bad. The return flight was held up for a while because of a technical issue and we were worried that we might miss our next flight to Canberra with Rex. The pilots did all they could to… Read more
make up for lost time which meant we spent 30 minutes less on the plane trip. There were 6 of us including two grandkids 7 & 10. I've flown 14 times in the last 12 mths. Over half of these have been with Jetstar and I have had pleasant experiences with all flights. The same 6 flew back from Japan last April 2023 with Japan Airlines and we all agree that the flight with Jetstar was more comfortable, go figure? They were both overnight flights as well. If Jetstar keeps this up we won't hesitate to travel with them.
INTERNATIONAL area at Perth Airport with almost no staff around to help? Around 10 of us were waiting at T2 from 10:45am with nobody at the booth, no proper info on domestic boards, and we only found out after running between terminals ourselves. Then your staff acted like it was our fault and support wasted 2 hours just to “open a case.” Absolute mess of an experience. Do better. Also who da phuc have domestic flight on international rows? Show details
We had purchased extra legroom seats; however, these were not provided. While I understand that operational changes can sometimes occur, such changes should be communicated to passengers in advance. However, instead: 1. There was no notification regarding the seat change. Considering that Jetstar can send 100 emails regarding constant change of… Read more
flight time, they should be able to send one extra message regarding seating changes. The lack of communication resulted in unnecessary confusion when attempting to locate seats that did not exist.
2. The staff was rude. When approached a female flight attendant to kindly clarify the seats, the interaction was not handed in a nicest way.
3. I believe it would be appropriate for refunds to be processed automatically when a paid service is not delivered. Instead, customers are required to initiate the refund themselves. The customer service representative on live chat who assisted with my refund was extremely kind and helpful, and I appreciate their support. However, the last thing one wants to do after returning from holidays is wasting the time on live chats, chasing the refund.
Overall, this experience resulted in a waste of time and avoidable frustration, which could have been prevented with clearer communication and more proactive service. The lady sitting in the seat next to us told us, that she not only did not get extra room seat but also had been separated from her husband. At least, I could still sit next to my partner. We booked extra leg room for a reason, as my partner is very tall and does not fit in a ridiculously small room Jetstar basic seats have. Imagine sharing the seat with a stranger...
disappointed service .. at hobart international airport ..australia.. They charge $85 just for 2kg.. if i ask them to take my stuff back.. she just argued and says just 30 seconds left for your flight.. lady name [Name Removed] .. worked at hobart airport Show details
Unprofessional and unreliable. Flight cancelled on morning of leaving. ‘Operational issues’ - during a busy school holiday period. This is a poor business model. Such a disappointing company. Is this the best Australia can do? Show details
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An absolute disgrace for their customer service. Price gouging all the way. My original booking cost $518 for 2 adults return flights in total, not for just 1 person and not just one way. Tried to add my child to my flight and was quoted over $1k to change the flight booking in addition to what has already been paid. I am totally disgusted by Jetstar. Show details
What a pathetic airline. Charging $25 per kilo of excess carry on luggage. I sincerely hope Jetstar goes bankrupt as soon as jet fuel becomes scares. It doesn’t deserve to be in business. Where are all the reimbursements for people like me who travel regularly and regularly get delayed b y upto 3 hours on the way to the Gold Coast. Without a word of explanation or an SMS no courtesy for customers. Jetstar be gone! Show details
i bought club jetstar to make my life easier, but i was unable to login for a week- tried probably 40 times over and over, and when i asked to book tickets through the jetstar customer service agent for the same club jetstar price, it was like pulling teeth. they also gave me no compensation for the mess around- and were so reluctant to help… Read more
offer any compensation. the customer service agent who helped me was lovely, but i could tell that her manager was probably refusing every request i had. the company itself just refuses to take accountability for its errors and offer any real compensation. I ended up getting the club jetstar price through the agent, which took 2 hours of back and forth, as they were wanting to charge me 200 dollars more- and i ended up not getting any compensation at all for me not being able to log into my club jetstar- i know you get what you pay for but, jeez, jetstar is just the crack dealer i want to be done with- but cant quit cause its cheap :/
I will NEVER fly Jetstar again. We flew internationally to Bali return in March 2026. The aircraft was a Jetstar A321LR (neo) and it is undoubtedly the WORST plane I've ever experienced. There’s so much to say that bullet points are necessary: 1. Grumpy ground staff at check-in (as always) 2. The aircraft brings a new elevation to the word… Read more
‘cattle class’. The seats are cramped and skinny. They are as thin as a wafer biscuit (see photo), so you can feel the knees of the person behind you digging into your back! Imagine, 6.5 hours of your seat being pushed and shoved from behind because a tall passenger behind simply cannot fit comfortably into the reduced space provided. 3. Not even an attached headrest, let alone a pillow or blanket for a 6.5 hour overnight flight from DPS. No reclining either, just 2 inches and no lumber support at all. Some airlines using these planes do have a headrest, but NOT Cattlestar. 4. No entertainment screens, and of course, the proposed ‘paid’ entertainment and internet package was ‘down’. 5. Food - is that what you call it? It was inedible. It came in a brown, cardboard box, heated up slop. I asked the steward if he would feed this to his dog and he just shook his head! 6. Flight departed at 10.20pm and it was due to land at around 7.40am. We had booked an egg and bacon roll, assuming it would be served before landing for breakfast, but no! It was served at around 11pm, just after take-off. I asked if we could have it later as we’d already eaten dinner and was told no and the roll was unceremoniously thrown in the bin. 7. After 6 hours of ‘hell in the sky’ the trolly rolls out again offering tea, coffee, juice or water. My dry mouth and blurry eyes greedily awaited for my turn to get the much needed cup of coffee, only to be told that there was a cost of $5! But hang on, coffee if free on Jetstar, right? And remember, this is an international flight. But no, the hostess could not be persuaded to give me a free cup from her watered down jug poured into a paper cup. I couldn’t believe it. If you’re going to charge $5 for a coffee, then at least make is a cappuccino! I’d accidentally left my credit card in my checked bag and I only had cash on me, which of course, cannot be accepted, so the ‘cattle’ must sit and suffer in silence.
Summary, I suggest you do everything you can to avoid flying on the A321LR (neo) on an international sector. It might be ok for a short domestic flight, but absolutely not suitable for anything more than that. And one question? Why can’t the staff crack a smile anymore? Is it part of their training to intimidate the cattle - oops I mean passengers? Or are they just so unhappy in their job that they find they have nothing to smile about? Remember, this is supposed to be the ‘hospitality’ industry, not a cattle farm, although, I actually think that cattle are actually treated better and certainly fed better. Shame on you Jetstar.
In late November 2025, I applied for, paid for and received confirmation of Club Jetstar Membership. When booking a flight I do what every Tom, Dick and Harry probably does. I log in to the Jetstar Web Site using the log in details provided to Jetstar. Each and every time, when checking my status the system shows that I am indeed a Club Jetstar… Read more
Member. However, when trying to apply the supposed 'benefits' of this membership to 'Club Jetstar' air fares, or Club Jetstar discounted carry-on or stowed baggage or Club Jetstar discounted seats or Club Jetstar discounted meals, the booking system rejects that I am a member. Regardless of the device I am using. i.e. Mobile Phone, Laptop, Desktop or OS or Browser verison, i.e Safari or Chrome, or whether I am in normal mode or private/incognito mode, the booking system will not allow me to complete the booking if I am logged in as a Club Jetstar Member.
Three different Call Centre operators were unable to help and escalated my problem to the, wait for it... 'Jetstar Resolution Team', this I have since found is an oxymoron.
I have done all that has been asked of me... Check that I am using the latest OS, check that I have the latest APP am on the latest Jetstar Web site (although you would think that their web site automatically updates itself, perhaps not in Jetstar's case). I have cleared my cache, I have rebooted my device blah, blah, blah, blah, blah. All to no avail.
Jetstar Booking software, be it Web based or APP based, does not recognise my Club Jetstar membership at the point of payment.
The 'Jetstar Resolution Team'(oxymoron) has consistently refused to acknowledge that the error lies with their booking system. It is, of course, my fault.
If I book a flight under another profile, albeit not a Club Jetstar Membership Profile, I have no dramas booking a ticket nor paying for it. However, the minute that I log in with my Club Jetstar Membership it all goes to hell.
The correspondence with the 'Jetstar Resolution Team'(oxymoron) has now reached a ridiculous number or replies from them and responses from me. The final issue being that the 'Jetstar Resolution Team'(oxymoron) agent that I am dealing with does not understand what he is reading.
I have asked that he pass this issue on to someone who does, but he steadfastly ignores my requests. And sadly, belittles my arguments and protestations with the way the issue is being handled.
I have previously flown with Jetstar on numerous occasions without any major issues, wink wink.
I attach my Club Jetstar Membership confirmation and the latest of 5 replies from the 'Jetstar Resolution Team'(oxymoron).
I have replied in detail to each of their emails and will be happy to upload them to show everyone how 'Jetstar Resolution Team'(oxymoron) deals with the general public.
Last Sunday morning I received information that our JQ520 9.40 am flight from Sydney to Melbourne was delayed until 10.05am. We arrived at the airport at 9:10am and were told that we were supposed to be there 40 minutes before the ORIGINAL flight in order to check in our bag but this was NEVER communicated to us. Jetstar would not accept our bag… Read more
even though we were there 50 minutes prior to the actual departure of our flight and that we had to go on a later flight and we had to pay $175 each. Twice I’ve been directed to their site which clearly states that you need to be at the airport 40 minutes prior to departure to check in your bag which we were.
Latest follow-ups
Very very rude ground staff with zero empathy. Flew Gold coast to Mel with my 2 daughters, I boarded the flight in tears because of them. Show details
Follow-up · I have had no response since my original review
My 15yo daughter and I flew interstate. I am currently in Cairns hospital fu-jui.hsueh@flightcentre.com.au,FJ FU-JUI HSUEH (FJ) Senior Consultant ...will not help my daughter with an insurance claim and cannot even ask how I am. Any care… Read more
stopped once monies were paid. I am honestly DISGUSTED with JETSTAR and recommend highly never to use this business.
Follow-up · In conclusion, there was no staff assistance at all. The booking through 'my holiday', are not interested. I was just glad they had conned me into travel insurance, I could recoup some of my added expenses. Im still attempting to have some of the activities that came with the packagerefunded. Ive been advised there was a refund from one of them. However it hasn't hit my bank account yet! No real interest in anyone following that up for me!
Never ever give me a good service through the customer care department and throughout the flight. Cr#p and decide never use jetstar into my entire life better to pay more for a service and comfort. Show details
Follow-up · Never customer satisfaction Never options for alternatives methods incase of emergency. Customer representatives are greedy and their response Emergency to change the flight , It could have happened with any other ones but they never allow to pay more than normal prices . Will try not to use jetstar ever.
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Positive reviews
I would just like to say a big thank you to the lady on the enquiry counter who went out of her way to help me with my booking very impressed with service as well as the other staff who helped with my luggage Show details
Thank you so much to Ana at check in Sydney domestic Wednesday 6th May Ana was so professional so polite Thank you so much again for all your help. Thank you staff for having such a wonderful team member. Kind regards, Michelle. Show details
I recently travelled from Adelaide to Melbourne and back, and due to a knee injury I was required to request priority treatment with regards to wheelchairs and scissor-lift access to the plane. I can't speak highly enough about how helpful and courteous the Jetstar staff were in regards to this, bot h at the terminals, and on the flights… Read more
themselves. Thanks guys for making what could have been an uncomfortable journey, into an enjoyable experience! Will be flying with you again for sure....
Negative reviews
Extremely disappointing experience with Jetstar. We arrived at check-in at around 8:05. We had already checked in online, and the official cut-off time was 8:15. By 8:15, check-in had been completed. At 8:17, only two minutes after the baggage cut-off, we attempted to check our baggage, but Jetstar refused to let us board the flight. What made… Read more
this worse was that we had paid for a Bali Flex ticket, which was supposed to give us flexibility and free changes to our booking. Despite this, Jetstar refused to honour the flexibility we had paid for and charged us $600 AUD to move onto a later flight, which departed six hours later.
I understand airlines have cut-off times, but refusing passengers over a two-minute baggage timing issue — especially when we were already checked in online and had paid extra for a flexible ticket — feels unreasonable and exploitative. The staff showed no real willingness to help, and the solution offered was simply to charge us hundreds more.
This experience left us feeling misled about the value of the Bali Flex ticket. If the “flexibility” does not apply in a situation like this, Jetstar should make that much clearer before customers pay extra for it.
Very poor customer service, poor communication, and an expensive penalty for what was effectively a two-minute issue.
Absolutely appalling experience with Jetstar. During online check-in, my partner and I were seated together with the seat next to us unavailable, but our child was placed in a separate seat unless we paid extra for three new seat selections. Forcing families into a situation where they either pay more or risk having their child sit away from a… Read more
parent feels like a blatant cash grab.
I contacted customer support hoping for a simple, reasonable solution. Instead, I got an unhelpful, frustrating interaction with no real assistance or accountability. The message was clear: pay the fee or deal with it.
It’s incredibly disappointing that a major airline appears willing to exploit basic family seating arrangements for extra revenue. Families should not have to pay additional charges just to sit with their own children.
Would not recommend based on this experience.
Stay well away from Shitstar, they totally cancelled our flight home from Vietnam at the last minute with very little communication and no offer to compensate us in any way. They are an embarrassment to the aviation industry and should not be allowed to operate. I've flown many budget airlines overseas and never experienced a disruption to the… Read more
original flight schedule. Sadly these guys have a huge monopoly in Australia and think they can treat their customers like trash. They are an absolute disgrace.
Recent reviews
Well I booked flights from Melbourne to Brisbane and I call up got told I don’t have flight from Melbourne then they made me buy another flight then I got 2 different text messages and I call back they told me is my fault after told I got not flight and I won’t be getting a refund and they try to twist my words and simply told me I lost the money… Read more
. I take them to consumer affairs. I never flight with them never again I heard they shit but I said I only fligh to Brisbane. Well I haven’t even got on flight . Can’t wait see how [Content Removed] will be
On 27/5/26 I booked flights through the Jetsar website OOL-SYD return (4 pax) - 15/7/26 JQ405 17//7/26 JQ418 I booked the flights during my lunch hour (approx. 2.15 pm) . I realised that I had booked the wrong dates shortly after making the booking (the dates should have been 14/7/26 outbound and 16/7/26 inbound). However, I had to see 3… Read more
patients from 3pm to 6pm and could not address the issue at that time. Shortly after 6 pm I read the Jetstar policy on flight changes and was relieved to find information that stated same day changes may be made within a short time frame without penalty.
I rang the airline and explained the situation. I was informed that to change the flight dates (same flights - just a day earlier) I would have to pay $1052! (a fee for ticket change and the fare difference).This seemed outrageous as the total cost for the 4 tickets purchased online was $890. This solution appeared nonsensical and quite insulting. Also - I was sitting in front of my computer and there was no apparent fare change on the jetsar website. The tickets for the previous day which I now wanted to chenge to, were the same price as I had paid for the flights I had purchased three hours earlier. When I queried this with the agent, she informed me that the fare was higher because I was now booking through an agent, and that was more expensive that online fares!
Eventually the agent agreed that the ticket change fee could be waived, however the fare difference I had to pay would be $492! I could not understand this because I was looking at the fares online for the 14th /16th July, and they were the same cost as the tickets I had purchased earlier that day for the 15th/17th. Again the agent told me that booking with an agent (i.e.her) was more expensive than booking online. I suggested that the agent could waive the change fee (as had been agreed to), and then let me book online myself. The agent said this was not possible and my options were either - book online and pay the change fee $560 (8 x $70) or pay the fare diffrence of $492 for the agent to change the flights. I repeated to her that I was sitting infront of my computer and had checked the fares for the new dates - and they were no different in cost than the fares I had just purchased earlier. She repeated that the fares she had were different. At that point I stated that I wanted to escalate this case for resolution.
I often fly Jetstar, and I do not believe that the solutions offered were helpful or reasonable. I do not believe that the policy of Jetstar being 'understanding' in the case of a mistake being made and attempted to be rectified quickly, was followed. I find it hard to believe that there was no way the flight change fee could be waived, that then allowed me to book online. I'm astonished that the best solution Jetstar had to offer was still adding more than 50% of the cost of my original booking! I'm feeling let down and disappointed by an airline I support.
I hope a more helpful solution can be found - and I look forward to hearing from the Jetstar team. This is the reply I got : Hi Mark,
Thank you for contacting Jetstar.
We sincerely apologise for the frustration and inconvenience you experienced while attempting to correct your booking. We understand how important it was for you to amend the dates promptly and how disappointing it must have been to encounter unexpected costs.
Please be advised that changes made within our one-hour “Quick Fix” window after booking are eligible for corrections without incurring a change fee; however, any applicable fare difference will still apply. In this instance, as your request was made approximately six hours after the booking was completed, it fell outside of this window. As a result, any changes became subject to fare differences, as prices can fluctuate depending on availability and demand.
We would also like to clarify that the previous agent’s offer to waive the change fee was an exception made at their discretion. Under normal circumstances, both the change fee and any applicable fare difference would apply in line with the fare rules.
We understand that this outcome was not what you had expected and apologise that we were unable to provide a more favourable resolution. Your feedback has been noted, and we appreciate you taking the time to share your experience.
Should you still wish to proceed with changing your flight, please be advised that the applicable fare rules will apply, including any fare difference, as the previous offer has been declined. If you require any further assistance, please do not hesitate to contact us.
Yours sincerely, Michael Jetstar Resolutions Team
This Reply is both unhelpful and factually wrong !!!
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Why is Jester doing this to me? I paid my money for my luggage to be safe and delivered to where… Read more (+1 reply)