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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
Terrible Customer Service
I won't fly this airline again. Staff have no people management or know how to deal with conflict resolution. The way they treated the other people on my flight was appaling
Never had an issue, always on time, great budget carrier!
We have flown Jetstar recently (Jan 2020) SYD-HNL return. We have flown this flight 4 other times previous. It is a budget carrier, so you know what you are getting. We never order food as 2 of my children are coeliac. Take your own, no issues. Frankly, I'm not a fan of plane food anyway. Like any flight, your enjoyment is very much in the hands of those around you. Our HNL flight was filled with travellers with no consideration for anyone around them. My rationale is, this could happen on any carrier. Our SYD flight was fabulous. Nev...er been delayed, never had luggage issues. Have flown other carriers previous also....delays, luggage lost. Won't mention names. Disappointing given the extra you pay. Oh and how can I forget the extra luggage charge we were hit on a Bris-SYD flight....for 1.5kg. Never has Jetstar fussed over our baggage weight the odd time we are over. Seats are pretty comfortable, slight recline if you choose, easy to operate entertainment. If you think seat comfort is bad, I suggest you try the Singapore budget airline. I finish by saying, it is a budget carrier. We choose to fly budget to spend more on accommodation and destination. But, it is with risk. Familiarise yourself with the fine print of budget carriers. All care no responsibility. Weight it up. Get travel insurance. No point complaining about cancelled flights, delays etc. It is in the fine print. Thus far, we have taken the risk, and it's worked out fine. I'm grateful for Jetstar, without them we wouldn't be able to travel with our kids.
Ruined my holiday
Booked my flights way back in October 2019 to give my self a well deserved holiday after battling cancer . My flights to NZ were cancelled, rebooked and delayed and had to argue with customer service that they had to refund our hotel because it was their decision to cancel, rebook and delay our flights. Paid more money for last minute accomodation and ruined my long awaited holiday. Never again JetStar
Don’t risk your Hawaii holiday with Jetstar
Our flight to Hawaii due to fly out of Melbourne on 27 December was ruined because Jetstar cancelled our flight. Jetstar takes no responsibility and refuses to reimburse for the lost time you spend in Hawaii. Complete lack of apathy from Jetstar staff. They are low cost in everything they do. Given my wife and I take one vacation a year I would never again put my vacation at risk by traveling with this sub standard company.
No one at Jetstar know the age of their aircraft
Rang Jetstar just now to ask the age of Jetstar aircraft on the Perth to Bali route. No one knows.. or simply will not say. Online they could be as old as 16 years.
I was going to book a flight with them but am now not interested as they can not even give you current information on their fleet.
Lift your game Jetstar
- Verified customer
I bought a flight ticket for flight date of 4 Feb 2020 direct flight from Ho Chi Minh city to MELBOURNE with starter fare PLUS with the price of 703 dollars. It means that I only paid the fare difference if I change it to 11 April 2020. I tried to change it 10 days before 4 Feb 2020. But does not matter what date I choose it appeared on the website I will paid zero fare difference but when I chose any date Jetstar system charged me 79.67 cent. I looked at Jetstar system the base fare for the 11 April direct flight to MELBOURNE is 500 dollars an...d 100.67 for starter plus so make the fare will be only 600.67 cent I contact customer service Name [name removed] by chat she said I had pay the gap of 23 dollars. That is the fee for customer booking. It is not my fault that system failing that I cant not book online. I used jetstar before I always pay the right price and they charge me the right price but This time I paid way to much for my fare. I screenshot the fare on the website. It does not matter what date it is I have to pay extra 79.67 cent even the fare only was only like from 300 dollars to 500 dollars on the website. It never happened to me before
Changed my flight no refund
Jetstar changed my flight where it was no longer convenient for my trip (I have a Cruise to board).
Asked for credit to put towards a new flight and told no. Asked for refund told no. I don't understand how giving me credit, so my flight $$ are still in their company, hurts them any. Especially as they CHANGED FLIGHT TIMES AFTER BOOKING. Customer service non existent.
Previously I would travel with the best deal but I will never ever book with Jetstar again. $1000 wasted.
Slightly Below Average
Flight was okay - for the cost - but it could be more affordable for the comfort/experience if I am honest.
We flew to Bali, and the most annoying part about flying in couples is that seats are in rows of three, therefore one of you has to sit next to a random, who in this case (and this is typical on Jetstar flights) has bad hygiene. Not sure how to solve this problem but somehow you need to fix this because, a couple of bad behaving people with bad hygiene can basically ruin the experience of everyone on the flight, which it did on this flig...
Canceled flights bad communication
Jetstar cancelled flights our holiday was only for 5 days flights cost us $3000.00 to Bali and in total $6000.00 we get a 4 day holiday and no compensation at all couldn’t even offer a coffee very disappointed bad service and very expensive flights I will never fly Jetstar again and do Not recommend them at all bad customer service
On 15th January my family of 4 was booked to fly from Honolulu to Adelaide in Business class. I paid $9213 for the fare one way. The morning of the flight Jetstar cancelled the flight and rebooked us on a Hawaiian Airlines flight in Economy. Instead of going through Melbourne which would have got us back to Adelaide that night we had to go through Sydney so couldn't connect to an Adelaide flight. Why pay for Business class and be provided with Economy. Jetstar are offering me $250 per person as compensation.There service is terrible. Dont fly with them. People in Hawaii refer to them as Shitstar..Russell Ellis
9 hours delay without any notice
Worst airline ever. Flight was delayed for 9 hours without any notice. We arrived at the airport in the early morning, found out the flight was delayed for 9 hours. There was no explanation no help from the staff, it seems pretty normal for them. We had to cancel the flight and booked with another airline for a high cost. We will never fly with Jetstar again.
Shocking communication, incredibly poor at re organising cancelled flight. NEVER FLY INTERNATIONAL WITH JETSTAR
Arrived for a flight 3 hours early as usual, flight was meant to board as usual. 10 minutes before boarding we were told there was engineering problems, another 10 minutes passed and we were told the same again. The next time over the speaker the told us our flight had been cancelled due to engineering problems not being able to be rectified.
After much confusion we were shuffled out to the help desk where they told us there were no direct flights available to tokyo until 3 days later, at that time we told them to put us on the next available f...
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