Reviewer Photos & Videos
Musicians + Chef do not fly JETSTAR
If you are a musician or a chef NEVER FLY JETSTAR! Paid oversize fee for my guitar for both ways $50 @ $25 each way coming back I paid $30 to change my checked luggage flight to 30 kg because of my tools..the fee for oversize luggage became null n void and I had to pay another $25 for my guitar. This is extortion of the finest execution..Pay the extra $20 - $100 for another airline...you can only spend your money once..
At the gate in Hobart airport they are weighing carry on. The flight was not full so obviously this is not about safety. The credit card machine next to the scale said it all. They wanted to charge me $65.00 for being one kilo over between the 2 of us so 500gms over each. Seriously! Finally convinced them that this was unreasonable which was something I guess. Maybe it was the look on my face which clearly indicated they had permanently lost me as a customer. As the flight started boarding we noticed that all the late comers did not get weighed at all. Message here...Turn up late. Complete joke!
Jetstar? Never again!
We traveled back from Melbourne to Auckland where we spent 9 days. Customer service rep (Jackie?) ask us to weight all our luggage at the same time. This is including my wife's small over shoulder lady's bag, my bag with wallet, cellphone, sunglasses etc., reading book, my jumper which I had in hands for our nigh flight (I didn't want to wear it, as it was sunny and hot outside), even snacks and water which were to be consumed while on the plane. Our two carry on bags and a large bag were within the kgs allowed, but we still ended up paying ex...tra $70 for things which we had in hands??? Even more disappointing is that I over heard Jackie's conversation with her supervisor who commented "It's up to you, you can charge them if you want". Interesting enough, we had the same luggage on the way to Melbourne and were not asked to weight everything, nor to pay additional luggage fee. Finally, while waiting to pay, I looked at other 4-5 customer service representatives and none of them asked any of the travelers to weight all their luggage. Over the last 40 years we traveled around the world with many different flying companies, but never had such a bad experience. It is not about money, more about principles and the way how we were treated. Good luck Jackie and Jetstar, but never again with us on one of your planes!
Can't complain about customer service: there is none
I was charged twice for a ticket. The first time was via an agent and Jetstar did not acknowledge it. The second time I paid directly. The problem is: I have been trying to sort this out for two months and so far nothing significant has transpired. The chat line is seriously useless: don't even try it. They demand all the detail and then don't read it. When they read it they don't understand it. It's like talking to a pre-schooler. Maybe it is a pre-schooler. Honestly, best to avoid this airline altogether.
Avoid at all costs
I made an error booking a flight. Instead of 20/02/2020 I bought a ticket for 20/03/2020. I called Jetstar immediately and I asked for her to change the dates. Instead of reversing the transaction or making me pay the difference the agent upgraded my ticket. She never explained that my original ticket was non refundable or that she was making me pay twice more by upgrading. I realized from I've have been charged $306 when a ticket should be only $160. I called Jetstar again and after a lengthy conversation and reviewing the recordings it was cl...ear I was in the right and they agreed to reverse previous transactions and book a new flight for me. By this time the ticket price was $268. So it would only save me less than $40. I said not to bother as it would take too long to receive the refund and $40 was not worth the trouble. All I wanted to do was swap a $160 ticket for another $160 on a different day, not pay $306. Don't ever buy a Jetstar ticket as they will end up costing you money and your sanity.
- Verified customer
Injured on flight & ignored
Horrible experience and incompetent staff. On my international flight I was struck and injured by falling luggage. They refused any assistance. They denied seeing the incident and didn't even log it!
The live chat is so useless and frustrating. I wonder if you ever try to Put yourself in a customer shoes and help for real. I was on a flight this morning from Queenstown to Christchurch and for the FIRST TIME EVER my laptop case has been weight and I got charged 65 dollars.
Now my question is: I have travelled many times with this company , and never ever my laptop case ( small one) has been object of a charge. This morning the stuff was particularly nervous and decided to make me pay, I waited to see she would do the same with other custome...
Don't travel if with infant.
The $30 per flight infant fee is not clearly shown until you are at the payment page when booking your flight. Also if you have a connecting flight your baggage does not get checked all the way so I ended up at my stop over airport with a baby having to collect a suitcase and car seat to check them back in for the next flight. This is apparently a budget airline but did not work out cheaper than qantas after the extra fees but definitely fell short on service.
Most unreliable and incompetent airline
Just finished a weekend flying Jetstar from Sydney to the Gold Coast and wont be flying with them again. Our departure flight left 3 1/2 hours late, no explanation so after being at the airport an hour and a half early for the flight in total we had to wait over 5 hours. No apology, the girl told us while we were checking in our bags, "you know your flight is late, do you still want to travel" and I said "do we get a refund" she just rudely said No! We also found out the two flights that left between our old and new departure times also flying ...to the Gold Coast only left 20 minutes late. We suspect our flight was not full so they combined it with the later flight. As we boarded we overheard a passenger saying he had sadly missed his sisters engagement party, our flight was 5.35pm and we arrived after 10pm. We ask if there was an earlier flight we could join but were told No, do you think Jetstar cared, I think not! P.S. Our return flight was also an hour overdue arriving back in Sydney but to be honest now we would be surprised if it did arrive on time.
- Verified customer
Incompetent website and rip off policies
I've booked the ticket for my wife and somehow the booking system put my Facebook username as the second passenger's name, as I'm login on to the Jetstar site using my Facebook account. No one noticed until the return trip, (and yes we were able to fly in...) the Jetstar customer service basically said we have to do a new booking, which cost me a lot more that we should be paying.
I was too busy to deal with this issue and decided to let it go until today, when we try to book for another ticket, and the membership discount is not applying. co...ntacted the support chat and the person doesn't seem to care, and just saying the email you provided has no membership attached, is there anything else I can help? Seriously? not even offering to check for the invoice under their system, I got upset and brought the previous issue up, again don't care and trying to play the "responsibility and policy" game where the issue is not at my side, seriously, I know how to spell my wife's name after 15 years, and no one will use a Facebook id to book an airplane ticket. Cheap fairs yes, but be very careful as there are traps to screw you over.
Rude and Unfriendly Staff
Booked flight from Perth to Melbourne being a connecting flight to Sydney. Couldn’t check in, so I went to the so called “help desk”. I asked a staff member why we couldn’t check in and she advises “our flight has been cancelled and next flight leaves at 7.15pm” 6 hours after original flight. When you ask “when was it cancelled?” You get looked at like you’ve got two heads and how dare you ask the question. Then get told “didn’t you get the text?” when you reply “no I was in an airoplane getting here“ it’s like it’s your fault. Staff attitudes ...are terrible they need more training on how to deal with these situations, Jetstar staff are front line and should be more understandable about customers predicaments, but they just couldn’t give a damn, I hope Jetstar go broke, they are crap, I will never fly with them again (got text message 45 minutes after landing). Flew with Virgin Airlines to Perth, staff were wonderful.
Unprofessional care less
Initial call , boarding delayed 15mins ,after 20mins next call , boarding delayed further 20mins. Still no plane visible and been 10 since last call. Should know to minute where plane is, turnaround time etc.
Unreliable with the worst customer service
I will never fly with this airline ever again. This is what I get for flying a budget airline: One minute late and they refused to check me in. One minute and on top of that I had to pay a late fee for another flight the next evening and lost my seat and won’t be refunded that amount. Credit wasn’t even applied to the late fee. Hate them so much.
The staff at Adelaide terminal are by far the laziest bunch of morons I've ever met. I asked for help and they did not want to get off their fat butt to help. Who the hell are these people? No wonder Jetstar is going bust. soon enough, No one will use this service, and then no one will have a job and then all they're going to do is sit on their fat butt doing nothing. Disgusting. Disgrace, pathetic, unhelpful, useless.
So apparently now they are weighing your carryons. We had to pay a further $65 as our bags were over. They don’t have to handle our bags. We should of went with Qantas or virgin as it would of been the same price. We’ll have to pay more on the way back
Airport staff were terrible in giving my food service. It was late, 11pm, but the staff refused to serve me at the airport terminal. I now hate everything that Jetstar do, f*$k those c#)ts.
Appalling Lack Of Customer Service
On 16/12/2019 I booked a campervan hire and a Jetstar flight. I booked both on my laptop, in my name with my credit card details, my email address and my phone number. When I arrived at Adelaide airport last saturday - 8/1/2020 - I entered my booking number at checkin and the name of the person meeting me at Coolangatta came up on the screen. I was shocked and confused, I called a Jetstar employee over and said, Miss, something is wrong here. She said you would be surprised how many people turn up trying to fly on other peoples tickets -HUH ? I...was sent to the customer help desk and said I don't know what is going on here, I booked the flight for myself and was then told by [name removed], oh, so the computer just did it - HUH ? I was still shocked, confused and totally bewildered and was then told I would have to pay $85 to put the booking in my name and I said in that case I would not be flying Jetstar ever again, to which [name removed] said, if you are going to talk like that to the staff on the plane, I will not allow you to board ???!!! So I said, I will not say anything, paid up and went to the boarding gate. But I did speak to two people their asking for advice, one walked a way the other handed a me customer service card and resumed staring into oblivion. On the plane I was talking to my fellow passengers about my horrific Jetstar experience and I was also able to talk to the flight attendants - [name removed] and [name removed] - you could not ask for nicer, kinder, friendlier, concerned airline staff. They wrote down my experience on their hand held device and sent the record of my experience with Jetstar ground staff to customer services on my behalf. I phoned Jetstar on monday and spoke to a woman in some section, who knows where ? just to follow up as their was lot of detail missing in the submission and was told that you are unable to speak to customer service, they will send an email to which you have to respond. But, I really now do not want to have any contact in any form with Jetstar, as nice as the women were on the plane, it doesn't change the fact that I was treated contemptuously by the Jetstar ground staff - Is this now the way that Jetstar trains its staff to interact with the customers paying their salaries ? My friend that met me at Coolangatta was for years a Qantas international flight attendant and he says that the airlines no longer care about the passengers, especially budget airlines like Jetstar and that the staff trained to be confrontaional with customers they label as difficult, whereas they were once trained to be helpful, polite and considerate. Jetstar can be cheap but Jetstar can also be nasty. Be very wary should you have to interact with BELINDA, give her cause and she will either accuse you of being a con artist or even worse, of being a simpleton. As for me, never again will I book a Jetstar flight. And a word of advice, if having difficulty with the automatons - sorry, staff at Jetstar, Adelaide airport checkin, insist on speaking with their supervisor or they will be burn you !
You can rely on Jetstar for delayed and cancelled flights.
Another bad experience on Jetstar: delayed evening flight eventually boarded at 8pm only to sit on the gate bay and runway for 1.5 hrs then turned around back to gate. Terrible, then cancelled next morning flight.
Terrible Customer Service
Our original flight was cancelled due to operational issues .I then had to scramble to book an earlier flight which resulted in me cancelling two important business meetings with clients in Melbourne. We also had to leave our country location at 4 am dodging large Kangaroo's on the Highway travelling down to Melbourne. I specifically booked a night flight out so we can travel in daylight for safety reasons and to meet clients during the day which was ruined. No compensation was offered at all. On the way home I asked about a business upgrade an...d was told it would cost me and my partner $674. Staff on the flight both way were nice but you notice a lot better service in Business class. I suggest that the cheaper prices of Jetstar get you in but give you a bad customer service experience.
Phone customer service could be better
Called their customer service for the first time to change a flight date and had a very unpleasant time. Called again and got a male staff who was really polite and nice. Also managed to get my flight changed at a better price. So I guess it all worked out!
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Questions & Answers
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
Are you all undisciplined arrogant excuses for humans that make up the team or is it just a small number intimidating those that actually deserve jobs. So police for example stop collecting revenue to make a point, teachers give 3 months notice so it can be done orderly, train and boat teams used to stop collecting fares and checking tickets - shall I go on.... You dont have to be smart to be thugs and thats what they call people who go along with holding innocent people to ransom so you can advantage yourself. So my question is, is that how you want the public to see you everytime you walk around in a Jetstar uniform? If not get rid or the people that would subscribe to these standover tactics. Just think - stopping your money grab exercises with luggage, poor quality food etc would have scant a financial message to you employer and you would have actually had the public supporting you. Not now, you left children crying, holidays these people have scrapped together for age ruined, people in wheelchairs for hours that couldnt even hold their heads straight, frightened and exhausted elderly purely wanting to seed their loved ones again - unfortunately in some cases for the last time, people with weddings, funerals to go to. Are you proud and dont blame Jetstar - you did this - and people hate you for it.
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