Time and time again Jetstar confirms it's status as both the most unreliable airline in Australia as well as terrible customer service. I booked the earliest flight of the day to ensure I was not impacted by delays going down to the NRL grand final. You would expect the airlines are aware of the major events around the country (their inflated… Read more
prices on key event dates certainly suggest they do) and would therefore be focused on delivering the product they sold you. Not the case, 7:15am flight cancelled with the replacement offer being a flight that got us in at 11pm, well after the event finished. No other options, bad luck. I'm unsure why there are no consequences for these companies, so many people impacted.
Jetstar removed my child's (flying unaccompanied minor) luggage off the plane due to weight issues, jetstar messup not ours. It was sent on next avail flight to Sydney 2 hrs later, however it's been 3 days and it's still not been delivered. Phoned multiple times and not 1 staff can give me answers except promised callbacks which never happen, they… Read more
refuse to transfer you to supervisor, hang up on you, put on on a silent hold when they no longer want to talk to you after you demand answers they refuse to help with. Then today I recieved a letter stating im banned from flying as I issued a bomb threat, I literally said I would go to my local airport and speak to staff in person as they were useless and if they refused to help me id blast them, meaning verbally! So twisted my words on me and my child who has autism is stressing without his belongings or medication. Today they sent the wrong luggage to him and find out its been sent to Newcastle! We'll thats if its even the correct luggage as they have prob lost it. Disgraceful service, who refuse to help you at all, just palm you off to an imaginary person who's supposed to call and never does, will never fly with them again, worst customer service who don't care about children
No issue with staff. Company itself is a disgrace. Plane delayed by 2 hours. Then couldn’t land because it was past a cut off time. Redirected to a completely different airport. More time lost. Hopeless airline. Show details
Reviews with attachments
Bad experience face while travelling to Perth from Melbourne airport. Show details
Jetstar lost my bag 6 weeks ago and is weaponising a fake police loophole to avoid paying." Show details
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)
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
Perfect service – I just wanted to say a very big thank you I’ve just got back a few hours ago from my first experience on a plane both trips up and back from my destination was flawless and went like clock work , it made a very anxious time very easy and will be definitely going through you guys again ❤️ Show details
Jetstar fully damaged our hardshell suitcase during domestic flight from Brisbane to Sydney on 20th Sep 26. The damage was acknowledged by Jetstar’s counter at Sydney Airport, and damage report was submitted same day, however to proceed with this case, they insisted on obtaining one of this from us as their customer, or simply closing the case and… Read more
no action. - Proof of original purchase - Bank account/credit receipt for purchase - Formally signed Statutory Declaration
Our case ended up with purchasing another suitcase at our costs, and no actions/compensations from Jetstar.
Recommendations: - Make sure you always keep the purchase receipt of your suitcase with you if deciding to fly with Jetstar. - Do not easily assume your suitcase arrives with you at the destination as it was, - If damaged, poor chance you get compensation through Jetstar system, as they always endeavour to screw you. - Make yourself ready for any headaches after seeing your broken suitcase on the baggage conveyor. It can ruins your travel experience.
I am extremely disappointed with Jetstar’s JQ565 handling of our flight, which has now been delayed by over 2.5 hours with still no clear confirmation of the departure time. I am travelling with an 18-month-old infant and, expecting the flight to operate as scheduled, had planned for him to have breakfast shortly after boarding. Instead, we have… Read more
been left waiting and forced to spend additional money on food in the lounge, with very poor comms. This delay has also disrupted arrangements we had made based on the scheduled arrival time. I request compensation of 50% fare paid as a gift voucher or compensate us without any charge for our next trip with Jetstar.
A cheap airlines, they stand on the gates just before the flight with a wiegh scale to charge you any money they can as you already can't go back to check in your carry bags and even if you have 0.5kg they will charge you, and a very unprofessional nor trained stuff, like if they have a target to charge people money, my advice is avoid this airlines at all cost? Other companies are way better! Show details
I was late 10mins before check in closes, mainly because of the line they had for check in, not only did they not let me check in they cancelled my ticket and even after i purchased the second ticket to Sydney on a later flight the supervisor cancelled my next ticket and made up a lies and cancelled my next ticket for the next flight because he… Read more
had a bad day and wanted to let it out on me. He was in fact rude and standofffish and tried to intimidate me and my wife
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The flight itself was fine and there were no major issues. However, I found the attitude of one of the staff members quite abrupt and somewhat rude. The service was completed as required, but a little more courtesy and patience would have made the experience much better. Show details
I made a mistake and booked a fare twice via flight centre. Their site defaulted to the same day, but week later, I tried to cancel when I realised my mistake, but both Jetstar and Flight Centre refused to refund my money. The cancellation was accepted however, so they will no doubt sell the seat again. Under Australian Consumer Law I should not… Read more
have to pay for goods not received, so my only alternative is to do a "slaw back " on my credit card, which I feel is totally unnecessary. They should have just , as a matter o goodwill. refunded my money
try never to use a 3rd party when booking anything. it makes cancellation even harder
I had an extremely disappointing experience with Jetstar today. At the gate, my carry on luggage was approximately 600g over the limit. I was told I had to pay $85 or I would not be allowed to board. I understand airlines have baggage rules and fees, but the way the staff spoke to me was rude, disrespectful and completely unprofessional. When I… Read more
questioned and complained about the charge and the way I was being treated, I was then told that I would not be allowed on the flight. I ended up missing my flight and had to purchase another ticket with Qantas to get to Brisbane, costing me even more money and causing a lot of unnecessary stress and inconvenience.
My issue is not simply the baggage fee — it is the way the situation was handled and the way I was spoken to. Customers deserve to be treated respectfully, even when there is a disagreement.
I have photos and details of the staff involved and will also be making a formal complaint to Jetstar I expect Jetstar to investigate what happened and explain why I was refused boarding.
My checked luggage was 16kg with a 20 kg allowance. My hand luggage was 6kg, and my handbag was 2kg and they charged me $80 at the gate.i already paid for hand luggage but it was 1kg over. Should have thrown things out than pay the extra. But how about using your brain jetstar and judgement. Absolute freaking disgusting dogs Show details
I travelled with Jetstar for the first time today, and unfortunately it will also be my last. At the gate, they used the metal baggage sizer and said that because my carry-on bag was sticking out by about one inch, I wasn’t allowed to take it as it was packed. My total cabin baggage allowance was 14 kg, and even with my small bag and laptop… Read more
included, I was only carrying 11 kg—well under the weight limit. Despite this, I was told to completely repack and rearrange my bag just to make it fit the sizer.
What disappointed me the most was the customer service. The staff showed no willingness to help or even listen. It felt like they simply ignored what I was saying and treated passengers as if their concerns didn’t matter.
In my opinion, this is an unfair way to treat customers and feels more like a revenue-generating exercise than providing good service. Policies should be applied with a bit of common sense, especially when a passenger is well under the weight allowance.
Based on this experience, I won’t be travelling with Jetstar again, whether for family holidays or business purpose
Don't know where to start from, I booked a flight to Sydney from Melbourne, got very sick contacted jetstar immediately and told them. They told me if I could get dr certificate and lodge a refund. I did everything right. Over 20 days later still not received my refund contact multiple times and all what I get your refund on the way. Then contact… Read more
again and one of the jetstar member told me that they can't refund me the money they only can do voucher. Which I don't want it. And I got it in writing that they proceed my refund etc. Anyway Long story short im taking this matter legally and i would never ever fly with jetstar ever again.
Latest follow-ups
We recently flew on JQ774 seats 18A and B on 31st August. We have frequently used your airline either to Melbourne or Sydney. On this flight there was no lounge or seating available, also we had to climb stairs with cases as no sleeve was… Read more
available. At 87 and 86 years old, we were not impressed with the service offered, and very much doubt we will use your airline again. Thankfully weve booked Qantas for our September Sydney trip. Jennifer and Michael Holland
Follow-up · The seating on the flight was rather cramped. There was no sleeve for this flight, hence climbing up stairs with a sight challenged 85 year old carrying luggage, was not ideal. Especially after standing, waiting in a very small area with NO seating in a NON lounge area for approx. 40 mins before boarding. Thankfully, we have just returned from Sydney on Qantas, where none of the above issues we prevalent, Jennifer and Michael Holland.
Also we were not warned re no sleeve available on checking in.
Hi everyone just an update on my NEVERENDING SAGA WITH JETSTAR FOR A REFUND. I contacted them on 3 occassions Tuesday 23rd of September trying to get… Read more
some sense of the situation the first 2 contacts where a waste of time they still say they don't owe me $232-05 for my flight to Melbourne in December. The 3rd time i got a young lady who finally did a CASE REPORT,to be followed up and can take up to 10 working days to Investigate the situation. I must tell you Friday 20/9/2025 after much persistence they refunded my Return Flight,but not my original flight. I will be totally avoiding this airline in the future and so will my 50 relatives and friends. I guess my advice to anyone is don't give up persist and take it further if you get no satisfaction. I honestly just want my money back so I can put this drama all behind me and get on with my life.
Follow-up · Hi people I've been asked to answer a couple if questions from readers : What caused the initial cancellation = I have foot drop and I need a knee replacement I had hoped to travel to my step daughter for Christmas but my knee had worsened and my GP advised not to travel and reassess in 12 Months pretty devastating as I have not been away for 9… Read more
Follow-up · The flight issue was my GP wouldn't allow me to travel. The initial booking was never refunded. The Refund reason was I was ill at the time.
25th of February 2026 after going round and round in circles and being contacted by AFCA that the… Read more (+2 replies)
First of all I now understand why they are called Jokestar. I booked a return flight from Perth to Adelaide which is my first and last time booking this route with them. The Perth to Adelaide flight as it turned out was a shared flight to / from… Read more
Bali which is nothing short of a absolute cluster f***. The flight it's self I would have given 4 stars but the total process of getting onboard and disembarking is a total nightmare. Jokestar charge way too much for providing nothing short of total inconvience. You have to go through international departure to board these flights and again through international arrival to get home using your driving licence or similar as identification. Adelaide is the most painful boarding experience having to go through a full security scan twice with removing belts liquids etc etc as they have antiquated scanning systems. It is not clear when booking these flights the inconvience of going through full domestic and international security and identification checks. They stick an orange sticker on your boarding pass to identify you are a domestic traveller which must be shown and processed by immigration. This must be the worst travel experience known to mankind. I will never fly this airline on this route again and I suggest anyone considering it to fly direct on a domestic only flight. These flight boarding procedures can only blight Jetstars already very average reputation. Ok so the ground procedures are not entirely their fault but it's their flights affected. Sorry Jetstar it's a total nightmare.
Follow-up · Had the occasion to use this service again due to favourable landing time in Perth. The communication of the procedure for this flight has improved somewhat. It is still a very painful process having to board through international departures in Adelaide for this shared flight. However keep this in mind before booking. The airline send communication prior clearly stating that international boarding processes (liquid restrictions etc) do apply.
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Positive reviews
The flight was really smooth and uneventful, the staff were really kind and willing to help. Due to rough weather conditions, the flight was delayed by 40 minutes. Despite the windy weather, the pilots managed to land the plane really smoothly. The only thing I didn’t like was the fact that a water bottle costed us $5 in aud. Show details
Came in to Sydney on a flight from Dubai. Sydney airport is enormous and very difficult to navigate, particularly when you’ve been travelling for 30+ hours from the Uk. We finally managed to find the Jetstar bag drop off stands only to be told we’d missed our domestic flight. I was close to crying but we found the customer service stand and… Read more
Belinda, our saviour of the day! Belinda was absolutely brilliant. She checked our bags, booked us on the next flight to Gold Coast and we were so grateful. Please pass this on - Belinda, you are amazing and we thank you so very much for your help.
I had a really great experience with Jetstar today. I know they have a bad wrap but I thought it was important to call out the good too. We got really late and customer service helped get us on the plane. Once on the plane, the staff (I believe one of the staff member's name was Michael) on our flight from Melbourne to Brisbane were so kind and helpful! Show details
Negative reviews
3 hour delay in flight with no communication about when we would actually leave. Thinking it was always going to be delayed as I recieved an email earlier in the week asking if I wanted to change my flight for free! Seems a little coincidental. Jetstar do better! Show details
The worst experience ever. I was there 30 mins before the boarding and person on check in said that we are 5 mins late. I explained him I came all the way travelling 40kms and traffic kept growing as there was an accident on the road and the crew said “ the airport opens at 4:00 am, you could have came since then” I asked him to please let me in… Read more
because this gonna muck up my next connecting flight too and they were like you have to rebook that one too we can’t do anything about it or I can give you next flight at another $179 or you have to go home. I have already paid $598 on my previous one. I just said last time I travelled with you guys your flight was 2 hrs late and on return my flight was cancelled 30 min before departure, if I have cooperated with you why can’t you guys not ready for helping us. Then they started saying u guys are being rude and loud so we are cancelling your travel with us. Like I was saying please can you not to do that and give us another option but they were being rude and blaming me to do that
Worst airline in the world! After six months of flying almost every week with other airlines, I decided to give Jetstar another try. Unsurprisingly, they never fail to disappoint! My simple flight from Brisbane to Melbourne was delayed by 2.5 hours. They wasted 2.5 hours of life for over 240 people, and the staff couldn't care less about it. They truly are the absolute worst airline. Avoid them if you value your time! Show details
Recent reviews
If I would rate 0 stars I would. I was charged twice for checked in luggage at the airport in Adelaide. I was told by the Jetstar employee that it would be back in my account in a few days. It has been 2 weeks now, nothing could be solved by Jetstar customer service at Sydney airport, the only advice they could offer was that I had to contact… Read more
customer service by phone.
After at least 4 phone calls and multiple emails I have received nothing other than a mail saying they are looking into my "recent experience". NEVER FLY JETSTAR.
Just checked in my for my wife, daughter and myself. It has put me and my wife in row 18 and put my 11 year old daughter in row 25 on her own. When looking at available seats there is plenty of rows with three seats available next to each other. Why did it split us up is it so we pay to move seats??? Putting my daughter on her own is completely f**ked Show details
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To add...now they don't know where his luggage is, this is actually theft since they removed it,… Read more