Reviewer Photos & Videos
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.
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.
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.
Although I booked through Wotif/Expedia for a package holiday, Jetstar/Qantas are giving us a voucher to the value of our flights due to coronavirus cancellation, unlike Wotif/Expedia for our hotel stay! Thank you, awesome.
- Verified customer
Paid for travel insurance and never received insurance certificate. Beware and check for this!
I selected, and paid for Travel Insurance, during the flight booking process.
Prior to leaving in my flight, I requested of Jetstar a copy of the insurance certificate. I was redirected to their insurance provider being AIG. AIG advised me that the insurance had been canceled, although I had paid for it. Jetstar were still hanging onto the insurance money and had not forwarded it to AIG claiming it was a system error.
Please check your flight details carefully to ensure that you have received an insurance certificate when you have booked travel insurance.
Always Delayed !!!
Third time in 6 months I have had 30 min -90 min delays on flights internationally and within Australia , not great service at all!! Jetstar needs to get its act together.
Customer Service !!!!! Ha !
Absolutely no communication to customers after flight delayed Sydney airport and eventually cancelled after 8 hrs . Will never fly with this Crap airline ever again a bunch of amateur staff
Went to Bali from Syd. The seat so tight can feel each other skin and elbow. Not very comfortable for long flight. The food is ok. Delayed flight. Very friendly staff in the plane. Food is ok bcz i was starving so didnt think too much of the taste.
Dishonesty and theft onboard Jetstar internationsl
I travelled to Auckland using Jetstar with my young son. Upon arrival I realised I had left my duty free onboard. I was told that the cabin crew had located it and to go through security and come back to collect from the baggage desk. I was then told that ‘someone’ had gone back to the plane and claimed it. I am not sure what has happened as Jetstar will not hold their own staff accountable. $300 worth of alcohol and gifts we’re allegedly handed to the wrong person by Jetstar staff. Dishonesty, Poor security and no transparency Jetstar. Shame on you.
Terrible airline! Even worse service!
Flight was delayed... delayed... delayed... Then cancelled after 10 hours of waiting with a 2 year old in an airport! The excuses were exactly that - excuses!
Do not book with this airline - absolutely useless!
Poor customer service
Our flight to Hawaii was cancelled after making us wait 6 hours in the airport before they had guts to inform us of what was really going on. They kept making different excuses for the delay. They finally told us at 10.30 pm that our 4.30 pm flight was cancelled due to technical issues. We then had to organise accommodation for the night . They told us we would be reimbursed for the cost and when we went to claim were told we were only entitled to $150. Where can you find a room In Melbourne late Friday night for $150, shocking customer experience . Will never fly with them again !!! Disgraced
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.
- 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...
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.
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.
Can add flex bundle to part of multi trip but not to all?
Jetstar keep changing their bundle packages. Last year I was able to book a multi trip from Melbourne to Darwin, then Darwin to Bali and then Bali to Melbourne using business flex. This gave me the option of increased take on luggage and not having to worry about checked baggage and my flight was flexible incase my dates changed. Tried to do the same for this year, can get Flex bundle for Melbourne to Darwin but not Darwin to Bali, which means I would be able to take 14 kg onboard (last year it was 10kg) to Darwin, but then could only take 7k...g on board to Bali. Rang customer service, very nice gentlemen said no maam I should be able to get a Flex bundle for the flight I wanted. Turned out I was correct, Flex bundle not available, but he suggested the starter bundle and pay more for onboard luggage. I said they aren't suitable because I needed flexible flights. The next option didn't have Flexi flights, I would have had to pay for the most expensive bundle (and still pay extra ontop for the extra onboard luggage). This option included checked luggage, which I explained I wasn't taking. And one can't do multi city bookings without going through customer service. Which I don't mind, as last year they gave me a free upgrade and meal. Customer service people I have found to be very nice, just a shame Jetstar cannot be consistent with their bundle packages and make it hard for people when they want to do multiple cities. What starts off as a budget price just keeps creeping up.
- Verified customer
Terrible experience with the customer centre! No Jetstar ever again
Customer centre full of lies. They promised me call back and never had a call back again. I had to contact hotel direct and to resolve the issue. When I call yesterday afternoon call centre lady [name removed] said revolution team gone home for the day and promised me call me back on next 9am. I’m waiting to resolve my issue for a week now and on hold for a 1hour now. Never book with Jetstar again
- ‹ Prev
- Next ›
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.