- Verified customer
Cancelled flights but will not refund.
Jetstar delayed by Sydney to Brisbane flight by 2 days, through repeated cancellations and rebookings. I finally got to Brisbane 36 hours late, then, when trying to return to Sydney 2 days later, they again cancelled, rebooked, cancelled again... offered me another flight to a different city 26 hours later again. So I asked for a refund and was told that was possible. I booked and flew with a different airline within a few hours. When I applied online for the refund they said it was not possible because the cancellation was due to weather. Jetstar is refusing to refund the money I have paid for a flight which they cancelled.
12 of us were flying to a funeral with 24 hours notice. While booking the flight they hiked the prices, and we all ended up paying $70 more each. It gets worse.
The flight was then cancelled. They didn't seem to think this was a problem. They offered us flights 2 days later, and no refund. We begged, asked for anything, asked to speak with Qantas. They didn't care.
We went to Qantas and they took all 12 of us on a flight the next morning free or charge.
Jetstar help is no help.
We have given Jetstar a fair go now,but no more. Booked online, Perth /Bali. Entered all relevant fields, accepted terms and paid with Visa all accepted, but would not give booking. Contacted Jetstar consultant, told to try again. Did this four times,no luck, contacted help centre, told they could connect me but there would be an extra cost, I would not accept this, asked for a transcript of the conversation by Email, which I did not receive.This is not how to run a help line, had to check with my bank to see if money had been taken out, it had...n't, We have flown with Jetstar a number of times , and apart from delays without notice they seemed O.K, apart from dirty tables and seats, I will never fly with them again, I have paid my Club Jetstar, it doesn't mean a thing.I have now booked with Citilink, no problem booking, and $150 dollars cheaper, and better flight times. If they give service they will knock Jetstar out of it.
Jetstar services are going down by the day. You spend so much money to books flights with Jetstar and they have zero idea of customer service.
I book a ticket for my mother and she gets a seat assigned for row 3 and later to accommodate a wheel chair passenger they move my mother to row 35.
For wheel chair jet star should have made adjustment before and not on the spot. And moving another old aged passenger to 30 rows behind is not done.
Seriously jetstar you need to get your services done right. #jetstardramas
Beware transit requirements between flights on Jetstar domestic
Booked domestic flights from Hobart to Gold Coast with transit in Melbourne. This was done under one booking reference and we assumed (as you do) that we would be booked straight through from Hobart to the Gold Coast. At no time during the booking process was it indicated upfront and clearly that we would have to collect our luggage, recheck our bags, get another boarding pass and again go through security process in Melb. At check-in in Hobart we were told its in the terms and conditions and on the itinerary- my bad I didn't read the t...erms and conditions (but really, who ever reads them all?) but saying its spelt out on the itinerary is a cop-out - you don't get that until after you have booked and its too late to change your mind! I've said this before but this time I'm done - Never again Jetstar- while flights may seem cheap, the lack of transparency and subsequent inconvenience is not worth it. Should have worn my joggers -remains to be seen whether we make the second flight on time - Hobart to Melb already running 10 minutes late.
Horrible service and will rip you off with carry on luggage. Their scales are not correct and then charge you last minute fees arguing they weigh more than they do
Worst airline of all time
Third flight on Jetstar in 3 weeks. I dont think they know themselves when they will board/depart. They keep making expected departure times announcements and keep missing them multiple times every time.
Swore off flying Jetstar 12 months ago after three delayed/cancelled flights one after another. Had no choice this time, and - yep, delayed by 3 hours out of Sydney this morning. The reason this time....as usual..."crew requirements". Likely Jetstar speak for "flight half full, decided to pull it". Should've known better - a triumph of hope over experience. Never again.
Given a Park and Fly Deal, but it was cancelled after payment was made
My parents were given a park and fly deal. However two days before the international flight, Jetstar said that they were unable to fulfil the park part of the deal after my parents have paid. This has caused a knock-on effect as my parents do not live in the same city as the city of departure for said international flight. So in turn, I have to cancel my plans and drive my parents as there are no other alternatives.
Their flight isn't a holiday trip, it's for business. Yes, they are frequent flyers in business class.
How they treat the customer
This was happened last September, middle of the week the customer service, they do not have a quality service, one of the staff she told me to run and I might gonna be late so I did run until I reached the gate for my flight that time but it was just closed already a few minutes ago they said the other staff told me to go back where I check in I said its fair bit away I asked them to reconsider to call them so I can get into the plane but then no chance to get in, she offered for another flight but I cant stay back til tomorrow, that is why I w...as asking her some help anyway, she told me back "It is not my job to assist for only 1 customer from 350 customer, so I was shocked the way her responses probably is not her job to do that but just saying maybe they can help me and I asked if they a complaint form she told me just go to online and I will tell them you are late..yeah she might right but the way she treated the customer is not a good way. Hope they can improve their quality of service.
Additional charges for oversized baggage.
I booked JQ783 from Adelaide to Brisbane. I purchased 1 x checked bag for an additional fee at the time of booking. When i checked in, i was informed that there was an additional $25 fee for oversized baggage.
- Verified customer
No troubles at all.
We flew with Jetstar to Bali from Brisbane this year and we didnt have any troubles whatsoever. Booking process was fast and easy which was great. We flew for 6 hours both ways and were preoccupied the whole time with entertainment and whenever we needed something the staff were quick to solve it. There was a wide selection of food you could purchase and it was especially decent. I was worried after seeing these reviews to fly with them but had a great experience.
Flight want cancelled and redirected at 6am Friday, I booked direct Cairns to Melbourne. Had to flight cairns to Adelaide and connect to Melbourne however when I arrived for my 6:30 flight Adelaide to Melbourne, it was delayed constantly, am hour and a half in total. Then finally cancelled. We were put in a cheap hotel with no way of getting there at least Quantas give you a Taxti voucher if they need to move your flight. Luckily I could get a ride with a lovely lady who was also messed around but Jetstar. I now flight out at 6am Saturday (via ...quantas). Jetstar has stolen half my holiday. Not impressed. Useless wasted money wasted day Useless, 6am flight to Melbourne cancelled, crapped around with flights I booked a direct flight but they had no more apparently so I had to fly to Adelaide at 10:30 which was delayed 15 minutes the then a 6:30pm flight time Melbourne which delayed an hour. So all and all I was delayed 9hours for what ever reason. Absolutely pathetic, useless airline. Would not recommend, when I asked they told me they can't do anything and even as I write this review it's delayed again due to a staff member not being available.
Flight cancelled, again. I am a frequent flyer with Virgin, decided to fly Jetstar. Always the same excuse when they cancel flights. Jetstar are very unreliable. Shame on you. 7 flights with Jetstar, 7 cancellations on the return. I fly fortnightly with virgin, no flights cancelled. I really want to support our national carrier but with service like this, its impossible. To all reading this, do yourselves and you families a favour, dont book with Jetstar
Jetstar are okay but their food is below average
The flight was delayed and the food was below average. There is no complimentary food. At least Virgin gives you a free packet of pretzels and coffee/tea/water. The staff were okay but Virgin was better.
Usually good, sometimes not so good
Flights often get delayed no matter what airline you are with. Things happen. Budget airlines the world over will charge you for everything, run late, not treat you as you might like to be treated. So in this regard Jetstar is no different and I have flown with them many times without incident nor complaint. On my recent return flight between Hobart and Melbourne I discovered the new charge of $5 for requesting a seat change at check in. Fair enough, $5 is minimal. But a handwritten receipt for my payment? That took longer than the actual chang...ing of the seat, however the whole process only took a few minutes in Hobart. When I did the same at Melbourne airport on my return I queued for 20 minutes for the Service Desk and the process then took another 15 minutes. I watched while staff very slowly served customers. Often two or three of the staff (ie. all of those on duty) were huddled over one procedure. Despite my attending Jetstar service desk officer wearing a badge announcing she was a Team Leader, she had to seek help from two other staff to process my seat change. At no time did I witness any of these staff displaying empathy with customers or recognition that we had waited an inordinate length of time for service. Then the hit and miss approach of the young man weighing and tagging carry on bags at the departure gate was laughable. I was seated next to his scales. He waved people through at whim without weighing anything, but sent others a few kgs over to the mobile desk for processing. He made some people take off backpacks and have them weighed, yet other times he ignored backpacks and only weighed the bag that was offered. I am all for rigidly applying the 7kg rule - that's the rule, so break it at your peril. But to randomly apply this rule was unfair to so many people. Many got away with what I'm sure would have been well in excess of 7kg had they been weighed. Others had to pay extra because they were slightly over. He seemed not to care. It must be an awful job, but hey, that's his job! I tried to ascertain if he was discriminating against any particular "type" of person, but there was no obvious pattern. It was quite simply the luck of the draw - some were lucky, some not.
Staff won't let you takes your jumper off...
I am currently Sat waiting for my Jetstar flight at Sydney airport. The lady came around a weighed my bag and said it was fine less than 7kg and tagged it. It is warm and so I have taken off my jumper and coat. She then came round and said I have to include the jumper into my hand luggage because I am not wearing it reweighed my bag and ripped the tag off and said it is now too heavy and that I need to wear my jumper onto the plane or pay extra. There is following the rules and then there is taking making an absolute mockery. Does this mean that for the entire flight I have to wear my jumper and coat even if it is hot? I think this is the worst customer service I have ever experienced.
- Verified customer
0 customer service
First experience, Terrible, cheap quality, online check in didnt work , they dont care feedback ,ended up 45 mins waiting for check in.then made me pay 60$ extra as had 500 gram more than 7kg . I Do not recommend. Dont waste your time and money.
Poor customer service
My travel companions missed a flight due to a bushfire. I was at the airport trying to sort out how to get another flight. Spoke to three employees only to be told, very rudely, to ring jetstar
Our direct flight to Bali from Brisbane was cancelled after waiting at the airport for 4 hours and 45 minutes past our departure time of 7.15 am. There was very limited communication given to waiting passengers. One person on a desk for approx 350 passengers to re arrange flights. Absolutely no regard for customer satisfaction. Disgraceful Customer Service.
Questions & Answers
Did you purposely design your website so that any customer who wants to apply for a refund refund for a cancelled flight will be stuck in a loop (ask virtual assistant-complete form-ask virtual assistant) and not been able to complete application?
How can you justify charging 60 dollars at the gate for a few kilos of hand luggage? It makes your customers feel held to ransom and I know I will never fly with you again.
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