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!!!
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!
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.
Reviews with attachments
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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.
Air Regressive – Got on a Business class seat Melbourne to Singapore in July Waited 7 mins in a supposedly priority queue. Met by a grumpy tense looking staff,who wanted to see something Singapore immigration requires but he isn't sure what it was.After 5 mins realised it's the vac clearance email. There was no smile.Boarding was a disaster. Change of departure… Read more
gate was made about 40 mins before departure no announcement though. (That gate was to be used by Air NZ ).So passengers waited at the wrong gate ,till the Air NZ staff were kind enough to announce Jetstar passengers are to use other gate.Arrived at this other gate,so small, passengers were spilling out to the corridors. Board time chaotic, no signs, no proper announcement just a crew shouting which was still inaudible. Business class passengers at corridors board same as anyone else. The 1 star is reserved for the few air crew who did well. Back 16 years ago, in Brisbane,when I was annoyed a they changed my selected seat..I was told to Hold my Horses 10 years ago I sat in the wrong front seats at the gate,I was told of by a ground crew who sounded like a prison warden END OF STORY!No more !
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.
Horrible,seats cant even recline,flight attendants were being loud and rude to kids,gave me food poisoning,and for 7 hours straight. Lasagne was given one my first flight to Manila and the next flight back to Perth,salty,somehow stale and gave me food poisoning. Show details
Review of Jetstar Flight JQ64 – 31 December 2025 I recently flew on Jetstar flight JQ64 from Ho Chi Minh City to Melbourne, and overall it was a mixed experience. The flight itself was a bit turbulent, which isn’t the airline’s fault, but it didn’t help given the already limited comfort on board. There was no complimentary entertainment… Read more
available, and even basic things like movies and food required additional payment. For a long international flight, this made the journey feel longer than it needed to be.
The seats were quite uncomfortable, offering minimal support for such a lengthy trip. Boarding and disembarking were also inconvenient, as both involved using stairs and being transported by bus, which added to the overall discomfort. Even though the pilot managed to arrive on time, the stairs took a while to arrive after landing, causing further delays and frustration.
On a positive note, the standout part of the flight was the excellent service from the flight attendant, [Name Removed]. She was warm, attentive, and genuinely helpful throughout the journey. Her professionalism made a noticeable difference and was easily the highlight of the experience.
Overall, while the flight had several discomforts, [Name Removed]’s exceptional customer service was a bright spot in an otherwise average journey.
Wow Jetstar. You’ve done it again. JQ9 from Brisbane to Narita was cancelled yesterday (9/12/25), And you’ve dragged the same plan back today (10/12/25) which was suppose to leave at 10:20am and is now delayed until 1pm because of further technical issues. This happened to us not so long ago travelling back from Bali to Brisbane. And after making… Read more
us wait in hope for hours the flight was cancelled. Feel like this is what will happens again today. Terrible service and certainly two strikes and we are out this time. Would never fly with your company again.
Over charged luggage fees. Incorrect weight recorded. charged us 31 kg but real weight was only 25.4 kg Show details
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Jetstar is the worst airline, CHEAP and unreliable, outbound international flight was delayed for 8 hours due to engineering issue. Inbound international direct flight was cancelled at short notice. We are a family of 3 with the same booking, they put me and my two young children in different rows far away! Also they are money hungry monsters who… Read more
wants to suck out every dollar out of you, you have to pay for food, for selecting seats, excess bag we had to pay for $110 at the gate in Sydney, even after taking out a pile of stuff from our luggage, the 40s Aussie lady wouldn't let us go for 0.3 KG of excess or the door will be closed and they will offload us, my children were crying. It was so much stress for us. NEVER ever fly with this bloody monster again!!!
Simply too unreliable too often! The age old excuse of ‘engineering issues ‘ is becoming so boring. Show details
Jetstar - Sydney-Fiji Return - The worst airline I have ever flown in 40 years flying Australia and the World - Delays, Breakdowns, Misleading Advertising, Cramped Aircraft, Uncomfortable Seats, Poor Leg Room, Broken Entertainment Systems, Numerous Add-On Costs for Food, Seats, Movies, No Refunds for valid complaints thus this poor Product Review rating - My advice to people is fly with any other airline for a better overall experience Show details
Latest follow-ups
"Operational Problem" Letter from Jetstar CANNOT BE EVENTUATED! Due to the cancellation of their international flight from Singapore back to Melbourne, Australia I was greatly inconvenienced by it. The soonest flight that I could book was 4 March… Read more
(3 days inconvenienced).
This delayed departure for home had caused extra expenses such as hotel, transportation and daily expenses incurred.
I contacted my Travel Insurance company (Freely Travel Insurance) to lodge a Claim. Freely would not accept a general term for Operational Problem to seek for compensation.
Hence I contacted Jetstar by phone on 12th & 18th requesting the specifics of their Operational Problem letter. To my surprise on 24th I received an email informing me my request was closed.
I then followed up via phone on the same day, 24th then Jetstar reopened my case.
I am in shock today, 25th I received an email from the Resolution Team informing me that they could not help due to specific legal reasons.
I find Jetstar were denying their failure in providing their promised service - transportation of customers.
In addition, my siblings had stopped using their services as Jetstar failed numerous times in rendering their services. I will be joining my family too!
Follow-up · Jetstar replied to me with Firm Answer stating Due to their legal reasons they DO NOT SEND OPERATIONAL PROBLEM IN DETAILS. I have cancelled my Claim application with my Travel Insurance company. As I indicated before Jeststar Failed me completely and they did with my families and friends! I STOP USE THEIR SERVICE!
And the wheel keeps turning. The website constantly faults. So many bugs. When you go through EVERYTHING and your credit card details are in and you pay, but the wheel wont stop. Honestly jetstar get it together! This is not the first time! And then… Read more
when one tries to call and have a human sort out the debacle created by your bad technology, the wait is over half an hour. I do not trust Jetstar. Worst service. I have read reports of double debits as a result of this glitch. FIX IT!
Follow-up · Resolved after a frustrating wait and eventually speaking with a human.
According to Jetstar’s website, my 14-year-old and 12-year-old children both meet the criteria to travel independently as young passengers. They are of eligible age and enrolled in secondary school, which aligns with the published requirements. … Read more
However, after booking their tickets together, I was advised that one child must be at least 15 years old because the 12-year-old would be travelling with another minor. This condition is nowhere specified on Jetstar’s website, including in the section outlining the young passenger policy.
This contradiction between Jetstar’s stated policy and what I was told afterward is confusing and disappointing. If additional age restrictions apply when minors travel together, this information should be clearly and explicitly stated on the website and during the booking process to avoid misleading customers.
I would appreciate clarification on this policy and an explanation as to why the information provided does not align with Jetstar’s published guidelines.
Kind regards, Wilma
Follow-up · The kids were able to fly together on the one booking. This was a once off situation for us. Still heaps of confusion between customs, airline and staff and what info are on Jetstar's website. We like flying with them and would recommend Jetstar to all.
Positive reviews
Flight number: JQ 58 from Bali to Brisbane on March 28, 2026 at 12:50 PM Excellent flight, and excellent staff.The cabin manager was especially friendly and helpful to every passenger, always keeping us informed about everything. I believe his name was Den. Finally, a good review! Show details
JQ120 Friday 6th March 2026 Thank you to the cabin crew for looking after my 86 year old mother in law after she became ill on the flight back to Sydney. She had recovered by the time we arrived. Show details
This review is 100% based on customer service and not the airline itself and the service provided on-board. Our international flight was booked through a third party website (mistake from my end , should never do this) and I had to stop over from Australia to the NZ in order to go to South America. (Traveling with a French passport) For some visa… Read more
issue I was at risk to loose my ticket for not being able to transit in NZ , because my flights were not linked due to the 3rd part website .. First employee kindly send me off to another department which then would not resolve the solution until Maria walked it and refused to let that happen . Just to specify, we are getting married and therefore , it was a risky situation for us ... she went above and beyond calling all her colleagues to make sure that the visa issue / luggage and other connections would come through. She made it seemeless and told us that it is her job to make sure that it all works out at the end in the best way possible. When the first one wouldn't even try to find a solution ... If only all employee would have that mentality it would be a game changer . Thank you Maria you made sure that our wedding would happen. 5 stars does not give you justice , a pay rise would !! Thank you again
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Negative reviews
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.
The most noisy plane and no in flight service and the worst seats for not being comfortable , i have ever travelled on and for last time and flight attendants were not so helpfull and its a cattle class service airline and regret flying with a low cost carrier next time i will pay that extra for better plane and service. Show details
Travel first and last time with this airline worst customer service anyone can imagine. I was travelling with my ASD level 3 non verba kid and he shred paper to make him self calm. We are already carrying a bin bag to clean up after. First staff came and said clean it up we explain and show the sunflower lanyard for hidden disability. 5 minutes… Read more
later second wench with rude dehaviour ask to clean up after I mean we feel so embarrassed and not welcomed at all. Even though we had the big bag for clean up they don’t make my son feel welcomed. End of the flight we did clean just shraded papers not a freaking mess but not going to fly with this nasty airline ever.
Recent reviews
Booked refundable airtickets due to Mum's rapidly deteriorating health. When I cancelled to rebook I was promised a 10 business day refund. When I hadn't heard anything from Jetstar after more than 2 weeks I contacted Jetstar only to discover the refund hadn't been processed and would be another 15 business days. When I requested to make a complaint the staff did not assist at all. Show details
Shocking airline. service. online booking horrendous. Booked my flight then wanted to add my elderly parents 1 hour later. They wouldn't allow it .Said She had to make her own account and booking. She is not computer literate and now we have to manage 2 separate bookings. Plane like a sardine can. Food terrible. No in flight entertainment at all.… Read more
website not functioning. Unfortunately it is the only direct airline or there is no chance we would ever use them. Walk no run from this company.....troy and Maricel
Review of Jetstar International – JQ42, 25th April We were eagerly looking forward to a great, relaxing holiday to Bali, but unfortunately, our outbound flight on JQ42 did not live up to expectations. From the moment we boarded, the experience was underwhelming. The cabin crew seemed unfriendly and inattentive, and we often felt ignored when… Read more
seeking assistance.
The food service was a major disappointment. We ordered a toasted sandwich, only to receive one that was completely burnt – it was inedible. We also tried the noodle dish, which was far from appetizing; it was more like sludge than a proper meal. To make matters worse, no water was offered during the flight, which made the already uncomfortable journey even less pleasant. Adding to our frustration, we were scolded for talking during the day flight – a situation that felt unnecessarily strict and unwelcome.
Thankfully, our return journey from Bali with Jetstar was a completely different experience. The crew were attentive, approachable, and genuinely seemed to care about passenger comfort. The service was smooth, meals were acceptable, and the overall atmosphere was friendly and professional. It was a stark contrast to the outbound flight and made returning home far more pleasant than the initial trip had suggested.
Overall, the outbound flight to Bali left much to be desired, but we were relieved that the return journey restored our confidence in Jetstar. While there are areas that need improvement—especially crew attitude and meal quality—the airline is capable of delivering a much better experience when staff are attentive and engaged.
Very disappointing and frustrating experience with Jetstar. My return flight from Bali to Sydney was cancelled due to volcanic activity, which was completely beyond my control. Instead of providing a proper refund, I was issued a credit voucher with only a one-year validity, even though my original payment was made by card. The main issue… Read more
started when I tried to use this credit for another destination. I realised that Jetstar does not offer practical or reasonable flight options. A journey that should normally take around 9 hours is turned into 13 to 17-hour flights with unnecessary and exhausting stopovers.
This means not only was I denied a refund, but even using the credit itself is extremely difficult and inconvenient in reality.
It is unacceptable that in such situations the airline provides neither flexibility nor suitable flight options.
Based on this experience, I would not recommend Jetstar for international travel and I will definitely avoid using this airline in the future.
We were on a flight Auckland to Sydney. Delayed Auckland due to a tyre problem. Missed our connecting flight in Sydney. Jetstar representative met us off the plane to tell us no problem we’ve booked you on another flight 24 hours later and a hotel. Just go to desk k once you get through security. By the time we got through security as didn’t have… Read more
a visa ( as we were supposed to be in transit - border control said jetstar staff should have accompanied us) we went to desk K and all jetstar staff had gone home leaving us stranded all night with no water, food or shelter. I’ve complained and received the most insulting apology $50 voucher. I am in Spain. This is totally unacceptable
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