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1.6 363 Reviews

Jetstar Airways Complaints Summary

50 Resolved
313 Unresolved
Our verdict: With Jetstar Airways's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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8:47 am EDT
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Jetstar Airways 2 minutes late

After driving 3+ hours to catch a flight to a conference I arrived 2 minutes late. After explaining that I had driven 300klms I received no sympathy at all. 30 minutes prior to takeoff is the absolute cutoff no exceptions, " 100% sir, you are not getting on that flight" were her words.

What a pathetic excuse for customer service, it simply does not exist at Deathstar and it's simply not good enough. I am in retail and if I treated my customers like that I would be out of business quick smart. Why wouldn't this be a great answer to my predicament. "Sorry you're late sir but lets see if we can't get your bags check in and get you on that plane".

DEATHSTAR, I hope you go completeley broke, you'll never see me again, and from what I hear a lot of other people also.

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constar11
Sydney, AU
Feb 06, 2010 3:30 pm EST

The point of this complaint is that Jetstar dont stick to their own rules. ive arrived with 5 minutes to go and still got on, but that was an empty flight. On full Jetstar flights they will sell your ticket at the 30 minute mark and double their number of bought tickets. but this only happens on full flights.

If Jetstar consistently prevented latecomers getting on flights they'd be out of business but at least they'd be consistent. But they dont stick to thier own rules, so why should anyone else.

the above 2 comments sound suspiciously like Jetstar employees.

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miss0783
, AU
Dec 28, 2009 8:25 am EST

So those other 180 people on that flight made it and you didn't? So they should all sit there and wait until they check you in, open the undercarriage and load your bags in, fix all the paperwork, request a new take off time (as by this stage they've lost their spot due to the ridiculously busy air traffic at syd airport), possibly change their flight plan to avoid other aircrafts on their way out of the syd area and eventually make not only those people on your flight, but also the passengers on every other flight that plane will do afterwards, very, very late. And why, BECAUSE YOU WERE JUST TWO MINUTES LATE?!

How about you follow and obey the rules like everyone else for once?! Do you think that the train or the bus would wait for you? NO! Well, the plane also happens to be just that, a form of transport for everyone, not just you!

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lilvixen69
Sometown, CA
Sep 22, 2009 9:51 am EDT

Rules are rules. If you don't arrive on time, you don't get on the plane. What is so damn difficult to understand about that?

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12:17 am EDT
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Jetstar Airways beware jetstar - what a ripoff

In July 2009 I booked a Jetstar flight departing Melbourne at 1pm on 9 November 2009. This time would enable us to disembark from an international flight & have plenty of time to clear customs & immigration, collect baggage etc. jetstar have now changed the flight to 11.35am, which is too tight a connection. I requested a refund & they have refused on the grounds that they can alternatively offer us a 4pm flight, which is 3 hours or less from our original booking.
Beware of jetstar - they deliberately offer a large menu of flights less than 3 hours apart, which they have no intention of flying. This will induce you to book at a convenient time & they will then force you on to a different flight by refusing a refund. Somewhere buried in their terms & conditions it says you are obliged to accept a flight within 3 hours of the original booking.

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karen wise
Wynyard, AU
Mar 14, 2011 3:06 am EDT

complaints as to to way a hostess treated my 89 year old mother and gave her a bruise on her right arm and pulled her up out of plane seat at the launceston airport on the 7.45pm flight from melbourne to launceston on the 7th march 2011

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DUJ
La Mesa, US
Oct 20, 2012 4:13 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I needed a flight from Singapore to Bangkok and looked up flights on the interent. I booked a flight on their webpage. They try to sell you everything in the world on their booking. Even charge customers a $5.00 seat charge. As I got in line to check my 3 bags the lady told me $200 extra for baggage. I said how can these bags be more than a person. I had paid $150 to fly. I stood there and couldn't believe what I heard. I asked to speak with a manager.
They said there was no manager just floor people and no one was in charge. Then the worst lady ever came over and told me to repack my heavy items in my carry on computer bag. I did so and returned to hear that the original lady had made a mistake and now it's $400 extra to fly. I told her that's OK please refund my money and I'll go somewhere else. The rude lady laughed at me and told me NO REFUNDS! I turned around and kept my cool and walked away. My bank then took the charge off my card. Thank God for credit cards. I then walked down to Air Asia and got a ticket including luggage for $222.00 for the same 2 hour flight.
I would never use this airline. I would tell customers to stay away because they are going to rip you off. I plan on filing a criminal fraud case so other customers on vacation don't have this happen to them.

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chris walker
Sydney, AU
Sep 09, 2009 5:56 pm EDT

I booked a return flight on JETSTAR and they had me flying out of a differnt city. When I tried to ask them to fix their Mistake they wanted to charge me $230. I had to speak to 5 people over 2 days to get the correct booking and even when the manager of the customer service centre agreeded it was impossible for me to only have one booking reference number and fly out of a different city he still wanted to charge me to make the change. This is happening all the time, jet star are not fixing their mistakes and are making the consumer pay for them.
This is what I sent to Jet Star today.

Case ID: - -

I am just informing JETSTAR that I have make contact with Department of Fair Trading and lodged a complaint regarding online booking issues that I feel go un resolved as the consumer is paying for JETSTAR mistakes.
I will be taking this further in any way I can.
You resolved my case because I argued that with only 1 customer reference number it is impossible for me to book two flights departing from different cities. I was made to feel I was the person in the wrong and asked repeatly to pay more than $200 to fix JETSTAR booking mistake.
I am sure this is happening every day. I have now spoken to many other consumers who have simalar "Bad" experiences with JETSTAR. We all fly Virgin now as they are much more friendly and don't make such basic mistakes as to mess up a simply return flight booked on line.

Fix this issue and make a public statement regarding it being fixed. This is a criminal case of Fraud. If I doubed myself I would have had to pay to get home for work on monday. I wonder how many people are Conned every day?

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7:26 am EDT
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Jetstar Airways excessive fees

One of the most frustrating things about Jetstar is that they don't have a telephone number to lodge complaints. If you have a complaint you are expected to lodge it in writing so you should definitely do that. You will find that it will take at least a month to receive a reply.
If you need to speak to Jetstar Complaints you can ring any of the following numbers: [protected]/[protected] or [protected].
My complaint was about their fees which I regarded as excessive. For instance, if you need to change your Flight Itinerary, Jetstar will charge $30.00 per person each way. If you are late for a flight, Jetstar will charge $30.00 per person to re-schedule.
This fee structure was challenged in the Consumer, Trader and Tenancy Tribunal at the Office Of Fair Trading. The Jetstar official representative stated in Court that the fees charged are the way Jetstar make their money. When you make your Booking you also agree to accept their Fee Structure. In the words of the Judge, the only way to avoid this is to not deal with Jetstar in future, advice I will certainly take and so should you.

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12:47 am EDT
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Jetstar Airways still no refund

I was scheduled to fly to Bangkok during the airport closure in early Dec 08. My flight from Singapore was cancelled, and I was left stranded at Changi. I eventually flew home to AU (not to BKK) via another airline. I still have not been refunded for the cancelled flight - it has been over 6 MONTHS! Everytime i call, i'm told it's "being processed" and i am to wait a couple of weeks. This has been going on for months now. I never get to speak to anyone in authority or with any control over the situation - i am just stuck with the call centre who are unable to do anything except tell me that the cheque is in the mail. I am SO FRUSTRATED at the shoddy service.

The worst part is i still have a ticket for BKK to MEL, that i was hoping to use some other time (i can't do anything with it other than postpone the departure date) but i'm so angry with Jetstar i don't want to fly with them - but they won't refund the ticket.

There has to be SOMETHING i can do about this, but i dont know what :(

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bbb123456
Gladstone, AU
Dec 01, 2009 5:42 pm EST

I am also having problems with them. I booked a flight and chose to pay by electronic bank transfer as i thought it would be a safer option than entering my credit card details. Stupidly (my mistake) i used reference 'jetstar airways' instead of my booking reference. I contacted them immediately & they said payment would bounce back within 3 business days because i didnt use a sufficient booking reference & that i would have to make another payment within 24 hrs (using correct reference) so my booking doesnt get cancelled. Two weeks has passed, no payment, i have spent MORE than 8hrs on the phone to them, have made OVER 30 phone calls to them (no joke either!) & have sent about 6 faxes to them with copies of my bank transactions/receipts. I was told many times that they didnt get my fax (big lie!) & that i would have to send again (which meant i had to drive to my parents house to send each fax all because they 'couldnt find it!). Last week i spoke to a very nice girl who finally found my fax & passed it on to the finance department. She said it would take 3 business days for the finance department to sort out. This was a week ago. I have contacted Jetstar each day for the last 3 days & they keep promising to return my call. And guess what... Nope they dont call me! Its not there money, its my money.

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11:58 pm EDT
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Jetstar Airways uncaring and incompetant

I booked a flight home with my family to see my new nephew get christened but unfortunately my brother's partner has only just been diagnosed with post natal depression and so the christening has had to be postponed. The date of the christening has not been reconfirmed for obvious reasons, but despite giving Jetstar 5 working day's notice of our needing to postpone our tickets so that they had an opportunity to sell our tickets again, as well as informing them of our family situation, their response is:

It's physically impossible for us to give you a credit to the value of the flights, but if you provide a medical certificate we can provide you with a credit to the value of the flights.

Excuse me? You are a bunch of lying greedy selfish little unAustralian scammers. Thank you for turning a devastating family event into an outright nightmare. Hope my $1000 means that much to you.

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SuzieE
Canberra Metro Area, AU
Dec 14, 2009 5:01 pm EST

I will NEVER be flying Jetstar again. The company are rude money grubbing ###. Yesterday we had a flight leaving from Hobart to Melbourne I checked in at the e-check in at 1516 the flight leaves at 1545 the ticket machine said it was unable to process my request. So I went to the check in where there was a delay in the cue and only one staff member.

The woman at the counter was extremely rude and uncaring. The first thing that came out of her nasty bogan mouth was that we had missed our flight and it would cost a further $70 each to get on the next flight in 4 hours time. Now fair enough if the plane had closed its doors etc but this flight hadn't even started boarding yet!

I was beyond angry and she said "don't take it out on my sweetheart. I'm only enforcing company policy". I have heard a lot of complaints in the media about Jetstar, but we thought we would give it a go as my partners company were paying for his ticket with them. Well NEVER again, we fly all over Australia on a regular basis and never again will I fly with this airline.

Virgin are fantastic and will do everything they can to get you on the flight. This 30 minute policy is purely designed as a money grabbing exercise.

I saw on another website that fair trading will be looking into this 30 minute policy as they have received 30% more complaints from Jetstar customers than any other airlines. Jetstar is owned by Qantas and they use old clapped out planes and staff.

If you are thinking of flying with them DON'T its not worth it. Just Google Jetstar complaints and you will see many.

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zarine
, SG
Sep 12, 2009 9:52 am EDT

Don't bother trying to get in touch with jetstar people. They are extremely rude and I suspect their counter staff at Australian airports are mostly selected for "qualities" such as rudeness, laziness, ignorance and racism to top it all off.

My daughter got to the airport in Perth ONE HOUR before flight departure, with only carry on bag because our car broke down on the highway and we had to wait for a taxi to come get us and take us to airport. The counter staff refused to check her in. The airport customer service staff she approached, a guy, was too busy trying to score with the girlies at the counter. No-one helped her at all. We had to go home and she took an SIA flight back to Singapore the next day. It was quick, easy and professional service from SIA, and the ticket only cost 200 more than bloody jetstar.

I wrote to Jetstar on 25th June to ask for refund and compensation for ABSENCE of SERVICE GRANTED TO PAYING CUSTOMER, with proof of our car breakdown i.e. tow truck receipt, repair receipt, etc. To date, and today is 12 September, I haven't even had the courtesy of a acknowledgement letter. That's how bloody bad they are.

Our whole family has sworn off jetstar completely. We would rather pay more and fly another airline, or to fly cheap we take Tiger or Silk Air. NEVER AGAIN jetstar! We are going on a group holiday to Vietnam, and when my friends recommended Jetstar, I told them, I won't go if you choose to fly jetstar. We opted for another airline. Yeah!:)

Asians and colored people shouldn't fly jetstar out of Australia, as service to non-whites is EVEN WORSE than to whites. Out of Asia is OK as staff are all Asians and they treat everyone the same, which is fair enough. I had a similar experience with United Airlines flying from Singapore to HongKong - they bumped 6 Asians off the flight (which they overbooked) to give priority to whites flying to the US. Apparently that was the instruction given to the counter staff my their management office that "USA bound" customers have priority even if they stop over in HK. I doubt any of us would ever fly United again, not even to US. Long live SIA, MAS, Thai airways and Cathay Pacific.

Jetstar, if you are reading this, your Oz customer service REALLY SUCKS BIG TIME. Your staff at Perth "international" airport are 3rd-world standard. I am getting on every travel blog to complain about you. You still owe me a few hundred Oz bucks, and I intend to make good every penny by telling everyone how lousy your service is in Oz. It's one thing to give bad service, but completely another not even to say sorry and try to make amends. Sucky airline run by arrogant, rude and racist people. Your staff made my daughter terribly upset and had to go back to campus all the way to Joondalup after midnight, and with not a word of apology or even empathy from your un-educated, stupid counter staff.

As for Perth "international" airport, you suck too. For such a tiny airport, your staff are exceedingly arrogant. And why do you have over-paid young dumb punks working at the counters at night? They know nothing and have lousy attitudes towards the people who are paying their salaries - no travellers, no income, remember, duuhh? On top of that, OZ has one of the highest airport tax in the world, yet many of their counter staff are so badly trained in customer service. We never buy tickets out of OZ now, only out of asia. The tax is the same, but the ticket is far, far cheaper even after conversion to Oz dllrs.

Angry Mum

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8:54 am EDT
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Jetstar Airways super lousy service

On May 21, 2009 evening, I was on my way to airport after work. The weather was bad and thus caused the heavy traffic on the road. As I reached the airport, with no luck, the counter had closed since I was late for 8mins. However, it was still 32mins before the plane took off, I apologised to the officer and begged him to allow me to check in. The officer refused me on the spot and told me according to the rule, I need to check in 40 mins before departure and I was late. I explained my situation and I needed to urgently go back to my home, and since the aircraft was still around, if they allowed me to check in now, I would still have more than sufficient time to pass the security check and board the craft, without posting any delay on plane schedule. Surprisingly, the man insisted to reject and said they go by rules. I begged and begged for his mercy, at last, he threaten me that he will call the police if I continue to do so.

This is how they run the business. Strictly follows the terms and condition on paper, if you violated the rules, sorry, no exception, regardless you are rushing to emergency or funeral. If you say any more words, let’s call the police. This makes me think of my old schooling time. (Opps, I believe some kind teacher will accept reasonable explanations, especially when it is your first time to break the rule, and, they won’t need police to manage a pity beggar) I have to admit that they have done nothing wrong. But under this business climate and competitive market, I am not sure how sustainable the business will be if we just neglect the human factor from the business model.

I used to be their frequent traveler, but now for sure, I will not take their service anymore. Rather, I will go for the airline that saved me that day – Japan Airline that took off only 10mins later than my original plane and allowed me to immediate purchase and late check in with a polite and helpful attitude. Of course, they didn’t miss the valuable opportunity to educate me, which is through a gentle reminder to reach airport earlier next time.

Guess which airline I am talking about? The Jetstar – a Singapore based airline. If you really want to go for this airline, I strongly suggest you to read every single word of their terms and condition and make sure you won’t cross the posted limitation. No, should not even be at their rules boundary. Otherwise, is not hard to imagine how you will end up to be.

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Chris433901
, AU
Jun 23, 2010 3:27 am EDT

there is a website called www.dontflyjetstar.com that lists peoples jetstar complaints

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tpp83
Brisbane, AU
Jul 12, 2009 1:57 am EDT

Unfortunatley, many many passengers before you have destroyed any option of flexibility by Jetstar. It is a very firm condition of travel that check-in closes 40 minutes before an Internation Jetstar departure - all passengers have this very important piece of information presented to them many times during the booking and confirming of a reservation.

The problem is - if the rules are going to be "bent" for passengers, what constitues a good enough reason to bend those rules. Death in the family, serious illness in the family, accident on the way to the airport, have to get to work tomorrow or else I'll be fired, have to get to work tomorrow or else Ill have too much work to catch up on. And then, what time must they absolutley stop accepting travellers for compassionate reasons?! If they let one passenger on, then out of fairness, they should be letting all on who are late.

As you can see, its possibly a never ending merry-go-round. Jetstar have chosen to make this fair for ALL passengers by having the rule and strictly enforcing it. Its only fair on the other up to 300 odd passengers who have done the right thing and managed to check in on time, as requested.

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1:33 pm EDT
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Jetstar Airways departure

I am writing to report an incident that occurred during check-in for flight on 31/MAR/2009 between 9:00AM to 10:30AM in the Sydney airport Jetstar check-in desk and the customer service desk.

My name is KIM. I'm Korean.
I can speak English but It’s not perfect. Please keep until reading all done.

I was a passenger on my travel from Bangkok to Sydney (JQ30) on 15/MAR/2009 and Sydney to Bangkok (JQ29) on 31/MAR/2009.

This time was my first trip by Jetstar airline. My first impression about Jetstar airline was nice. I took your airline from Bangkok to Sydney (JQ30). I liked that every crew was kindly and made comfortable to me but it had broken by your crew.

I would like you know that I have been many countries, cities and airports.
So I have many an experience like this situation but I never complain to any company. I even thought that I reminding to me in the rule, for security, misconception, someone bad feeling or just unlucky.

However, this case is so different for me. Maybe you think that I got even a bad feeling. I checked that I’m wrong or not. Maybe happening is from Australian's culture. I visited or called many place include the Jetstar airline office in Bangkok and the Embassy of Australia. I asked their opinion that their said to me should connect to your company. Finally, I write down now a first complain letter in my life.

Let me explain to you..
On 31/MAR/09 I arrived airport around 9:00AM. I just went to check-in desk. But I couldn’t check-in. Check-in crew (after she) was not allow check-in. Main reason is I hadn’t air ticket a leave Bangkok. She said to me. "You have to buy a ticket because you have not a Visa" Simply she sad to me If I have not a air ticket for leave Bangkok. I can't go to Bangkok.

She recommended buy a ticket from Bangkok to Korea by Qantas airline after that refundable in Bangkok. If I can be a 100% money back to me. That is not a problem. May I buy and check-in. but she didn’t say to me about canceling fee. She said about 'Full refundable air ticket. So I asked about lost my money. Her answering was "Can you see? Qantas desk is over there.." I asked another questions about lost money and other way. But her answering was same. "Can you see? Qantas desk is right there.."
She didn’t try to even hear my questions.

And then She said to me "This is check-in desk, I can’t help you" And she said “Next!” Maybe her meaning was shut up and go ahead to Qantas desk. I had to leave check-in desk for another customer...

I would like to know that why I have to buy ticket to leave Bangkok because I didn’t want to lost my money. I went the customer service desk and I asked same questions. There are close to the check-in desk at same area. And I told an experience about same case on other airline and airport. I have many times a passing Thai Immigration that I didn’t bring return ticket. In that time I didn’t show up a ticket.

My experience about I hadn’t bring a return air ticket.
- Seoul(ICN) to Bangkok(BKK) by Korean Airline on 31/OCT/2008
- Seoul(ICN) to Seattle(SEA) by Korean Airline on 29/MAY/2007
- Paris(CDG) to Bangkok(BKK) by Emirates Airways on 13/JUN/2008
- Bangkok(BKK) to Kualalumpur (KUL) by Thai Airways on 23/APR/2008

Specially, I had living in Thailand for 18month already. Thai Immigration interesting about who can leave Thailand. It’s not even air ticket.
Because, many traveler use to by way in-out on a border crossing. Usually, There is not bring air ticket for leave Thailand. (ex. Thailand - Laos, Thailand - Cambodia, Thailand - Malaysia. So, I can use by way Thailand - Laos - China - Korea or opposition)

Simply, Her answering was "It is rule"

So I was stop asking and went to buy a ticket Bangkok to Sydney by Qantas airline.(Qantas staff was so kindly and always smiling it made feel better to me)

May finished here I didn’t write down now. I met third person that was great. I got a feeling about racial discrimination.

I visited customer service desk again. I like to certainly understand that Why I have to spend money that I didn’t need. When I walked close to the customer service desk third person was look at me. She stayed alone. I asked for want to see a rule book. She was not allow simply don’t need. I asked again “I am your customer. right?” she said “I don’t know who you are. You just come here and ask….” but before she saw my passport and not allow check-in and first time when I visited the customer service desk that she stayed beside. So she saw me before.

But I didn’t care about that. I just interested about rule. I show up my Jetstar E-ticket. She saw my paper not over 2 seconds.(Meaning is She don’t need seeing my ticket) And told me about I have to buy a ticket for leave Bangkok. I bought already. I just interested about rule. And she said. It’s not airline rule. It’s Thai government rule. She suggested. I am going to near computer and search a Thai government web site. If rule from Thai government, how to explain before my experience.

I still can not understand why I have to buy a leave Bangkok ticket. I couldn’t understand her English because her speaking was so fast and many sentence. I could hear even a “go to computer and surf the internet”. I asked “Can I recording your voice explain for understanding” She was look so angry and she said “You can’t any recoding…. It’s illegal”. She look at me like that I’m a criminal. Actually, she was a scary me. I asked her name but She gave to me only “SIM” I asked full name. She said “I don’t need to give to you” and I asked “I am your customer. right?” She didn’t answer again. I asked again “why don’t I get your full name?” She shout for another customer “Can I help you!” with smiling. That customer was not arriving at desk. after that, She didn’t look at me any more. I just look at that she talked with another customer. I felt that I was not stand there. So I even could to do leave a Jetstar customer desk because I’m not customer.

I met a three Jetstar crew in Sydney. No one said to me “Can I help you”, “I’m sorry”, “Can you…”, “Please…” and I couldn’t see any Smiling.
Also, my questions met with disregard and they are arrogant toward me.
Everybody higher then me and nobody thought that I’m a customer.

I still want to know that…
- Why couldn’t I hear an exactly reasons.
- Why couldn’t I hear “Can I help you. Can you, Sorry, Mr, etc…”
- Why are they even too self-importance to me (for other customer was so kindly).
- Why couldn’t I see a smiling? (Maybe I am yellow monkey)
- Why had I to spend my money. Is it what kind of rule and where are from.
- Is it normal in Australia?
- Are your crew unlike a Korean or racial discrimination?

At Bangkok airport, I didn’t show up an air ticket for leave Bangkok and I was passing safety. I didn’t need. I just lost my money for canceling fee.

I write down that I try to make simple. In true, there are have more action. If you want that I can tell you more.

I am waiting for your answer.
If you don’t any reply, I will try to get answer using another way.
I hop so that when my friends ask to me about Jeststar. I would like to say ‘It’s nice airline’. Thank you for reading.

KIM

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I. Tang
Tamworth, AU
Jan 17, 2009 2:56 am EST

Adelaide to Sydney. I purchased a ticket from Adelaide to Sydney on the jetstar website. In order to reduce the waiting period at the gate, I checked myself in on the Internet the night before and I had the boarding pass with me. Unfortunately, the flight was departed 10 minutes earlier as schedule and I was told that they did not wait for me because I did not check in my baggage (I had only hang carriage) and they could depart anytime as all the passenger are on board. As a result, I had to re-booked for another flight the day after and paid for it. I felt it was absolutely unfair as I had to re-booked the connection transport from Sydney to Home, and also the attitude of the Jetstair's manager was totally terrible.

This is a very unorganised airline company as they can change the departure time anytime as they like in terms of they can postpone the departure time (I experienced twice previously without notice and without informed the duration of waiting period) or take off earlier without notice the passenger.

I would not recommend Jetstair to others at all... and I definitely would not chose to flight with Jetstair anymore and all my friends do so...
Totally disappointed with the system of Jetstair as well as the customer service.

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JETSTAR-flyer2010
Melbourne Metro Area, AU
Oct 11, 2010 11:30 pm EDT

AND ALSO, YES THEY GOT SECURITY TO COME AND SEE US, 2 POOR YOUNG ASIAN FEMALES WHO ARRIVED EXCITED TO THE MELBOURNE AIRPORT ABOUT A THAILAND GETAWAY, THAT TURNED INTO AN UNFORTUNATE DISGUSTING ARGUMENT THAT COULD HAVE BEEN SO EASILY PREVENTED.

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JETSTAR-flyer2010
Melbourne Metro Area, AU
Oct 11, 2010 11:27 pm EDT

I have had several problems with JETSTAR but still continue to fly with them because of the cheaper tickets.

Their customer service I can 100% assure you, yes there is racism. Also it's not just Jetstar when it comes to politeness and arrogance. All airlines have humans operating them and we all have bad days BUT JETSTAR are always hire 'LOW QUALITY' staff who have no respect for their passengers whatsever.

Every complaint I have made to JETSTAR has come back on a letter with a $100 gift vouvher attached to it. Why can't they just bloody start hiring professional people! and professional trainers! my very last complaint was the worse, and theonly one that was not dealt with. Me and my friend were waiting at check in, I admit we weren't early but we were not TOO LATE either. A mother with her family were in front checking in on the EXACTLY SAME FLIGHT as us. They let her go and her family check in, but when it came to us, the very last 2 passengers in the line, they said NO. We had to pay a whole new ticket with Virgin Blue.

THERE IS NO EXCUSE on NOT LETTING US CONTINUE TO OUR FLIGHT AND THEN LET SOME AUSSIE PASSENGERS GO. we are also Asian. What does that say JETSTAR?

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rayvaday
Sydney, AU
Aug 11, 2009 8:38 pm EDT

I have had the same predjudicm with Jetstar and I am Australian.
I was told that I was late for Check in even though my flight was departing 2 hours later. I was asked to pay for another ticket and I demanded an explanation why as my flight was due to depart 2 hours later and I knew I was early. She said that flight had been cancelled and Jetstar had emailed me the cancellation and attempted to call me. The flight they had put me on was in fact taxiing down the run way.
When I told them that was not my fault and I demanded a later flight they told me the flight I had already paid for had left and I was to pay again. I started yelling and the Jetstar staff called security who threatened to have me arrested. I tried to make a complaint with other airlines and the airport and was told to take my matter up with Jetstar. I had to fly out with Qantas and I have not recieved a refund on a flight that was cancelled without my knowledge

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Ms Moderator
Darwin Metro Area, AU
Aug 07, 2009 6:28 am EDT

You poor thing.
Jetstar are usually nice, but next time try and take QANTAS. They are excellent, always smiling and nice.

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tpp83
Brisbane, AU
Jul 12, 2009 2:16 am EDT

Doesn't work that way Tang.

Jetstar asks that passengers be at the boarding gate 25 minutes before scheduled departure. All passengers are presented with this information when you book your airfare, when you webcheck, and when you are emailed your itinerary.

Jetstar policy is that at 8 minutes before scheduled departure, a passenger can be deemed as "fail-to-board" and removed from the flight. The 8 minute time frame exists so as to allow for changes to the loadings of the aircraft. Usually around 25 minutes before departure the pilots make important calculations as to the aircrafts center of gravity, how much distance they need to take off, and how fast the aircraft needs to be going to become airborne. These calculations are made using the weight of the aircraft, weight of fuel on board, weight of freight and cargo, and how many passengers they plan to have on board, divided into groups of males, females, children and infants. If one of the passengers that the crew have planned on being onboard then doesn't show up, those calculations need to be made again so that the aircraft can safely take off, and these calculations take around 3 to 4 minutes. It then takes around 4 minutes for the aircraft to be readied for departure (ie, passengers seated, doors closed, stairs/aerobridge removed, engines start, chocks off, taxi to the runway).

As you can see, there is ALOT of work that goes into getting a plane away on time, and alot of re-working is required if passengers don't show up. So, if you are late, you will (and should!) be removed from the flight, in order to give the aircraft the best chance of remaining on time for those passengers who have done the right thing and been at the gate at the right time.

Jetstar either has to inconvenience you for being late, or inconvenience the other 180 passengers who did the right thing. It's only fair that you were the only one inconvenienced dont you think?!

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Jetstar Airways they changed our departure and destination city!

After deciding not to attend a friend's wedding, we found cheap flights on Jetstar which meant that my husband, daughter and I could fly return from Melbourne to Sydney for $320.

The booking went through as above - I'm not stupid and so I KNOW I selected our departure to be Melbourne (bloody Avalon) and destination as Sydney with the return flights in reverse.

We are due to travel this coming week and so I have just checked the itinerary to confirm what time we needed to be at the airport for departure - I knew we were leaving at the crack of dawn because that's when the cheap fares were available.

I have just discovered that the departure and destination were reversed on the itinerary and because I have only just discovered this now, Jetstar will do SFA about it. Nothing, won't budge, refuse to be even decent and try and negotiate.

I have discovered on another website that others have had similar experiences. Apparently, it has something to do with hitting the 'BACK' button when selecting flights (something I know I did as I was trying to get the best price). When the 'BACK' button is pressed, Jetstar computer systems, in their infinite wisdom, randomly change your departure city. In my case, our departure and destination cities were swapped.

Yes, people can tell me that I should have checked the itinerary straight away (even though it took 2.5 hours for it to be sent through after I made the booking) and that Jetstar are clear in their policies on changes not being able to made without sending you broke. I know. I also know that Qantas would at least try to help make this situation a little better. We are all but broke. We shouldn't be taking this trip but we've been away from family and friends for a long time and this seemed like the perfect opportunity to catch up with everyone. At $320 for 3 people, return, it was do-able. Now we've been left with the choice of either forfeiting the tickets (and therefore the money) or making a change which will cost us another $390! It would have been cheaper to just fly Qantas.

We will NEVER be flying Jetstar again.

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polly.
Deniliquin, AU
Oct 31, 2013 7:11 pm EDT

I too have been given reversed travel itinerary.I booked Melbourne to Hamilton Island with return Hamilton Island to Melbourne.They said that because I paid it is my fault as I didn't correct the itinerary, the itinerary disappears after about 30 seconds, (not enough time to hook up to the printer), and I tried to save the page at that time, to no avail...There was no itinerary sent with the payment page, I was not even able to check the my account page, as itinerary isn't sent until payment is made!how can I check the itinerary before payment?Customer service say's they are sorry and understand my predicament BUT I have to pay or lose!Well, I refuse to pay for their mistake, and will take further action, even big companies have to admit when they make mistakes.

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Jetstar Airways marketing scam

Jetstar have sent an email stating keep an eye on emails to come re 5 cents seats. I was hoping to be able to book a cheap flight but the thing that has really got to me is I got the email this am at 8:02 and the sale ened last night at 11pm. I was on my computer and getting emails from others, last night at the same time the sale happened. Really handy getting the email after the sale has eneded is this false advertising. I would like to forward this email on to Jetstar so they can give me an explanation as this has happened twice now, to prove what is happening with the times the emails have been sent and the ended sale period.

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rayvaday
Sydney, AU
Aug 11, 2009 8:40 pm EDT

This is common with Jetstar. It has happened to me and my complaint has fallen on deaf ears...good luck

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Jetstar Airways gaeton (staff member)

Wanted to find out at booking desk if we could upgrade to business (Star class) on the return flight from thailand using frequent flyers points, as we were flying there star class. Was told by gaeton (Staff member) at desk that there was no possibility as frequent flyer members were the 'lowest of the low' - he was extremely rude and condescending - it was very tempting to jump the desk and have a quiet word with him, but I wanted to get to thailand. Approached him (Gaeton) 6 months later on a flight to bali - took his name for this complaint, and was again told nothing would happen to him as frequent flyers were still 'the lowest of the low'. The arrogance of the male person (And I use the word loosely) astounded me, and as an employer of over 20 staff, I would have had him fired on the spot - surely this could not have been the first complaint against him.

Regards
Tony fields
Frequent flyer and qantas club member since 1994. 0437155

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ChrisS.
, AU
Dec 22, 2009 12:28 am EST

Looks like the staff member has been stood down. Guess they picked on the wrong lady!

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Mr CL
Lara, AU
Dec 21, 2009 9:29 pm EST

See the latest news regarding this staff member. Complaint seems very justified.

http://www.theage.com.au/travel/travel-news/jetstar-goes-into-reverse-thrust-over-gate-fracas-20091222-lb10.html

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Ms Moderator
Darwin Metro Area, AU
Aug 07, 2009 6:32 am EDT

PLEASE, Tony, for the sake of your fellow travellers, let the know via letter. Please don't email as it seems to carry less weight.

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tpp83
Brisbane, AU
Jul 12, 2009 2:28 am EDT

Tony,

Have you considered letting Jetstar know about the matter, either Head Office in Melbourne, or the Manager in Sydney? Addresses are below. Certainly seems more productive than naming the guy on a public website...

Jetstar Airways Ltd
Customer Relations
GPO Box 4713
MELBOURNE VIC 3001

Jetstar Airways Ltd
Airport Manager - Sydney Domestic
T2 Domestic Terminal
Sydney Domestic Terminal NSW 2020

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Jetstar Airways do not fly jetstar - jetstar lies to customers

I had a flight booked with my wife to return to Melbourne from the GoldCoast on the 8th of April. Jetstar rang my wife and told her that all flights from the Gold Coast were canceled due to "service difficulties".
She clarified this was not one flight but all flights for the day of the 8th. JEtstar were very adamant about this. Knowing i still had a flight, i rang seperately to confirm my flight still existed, after which they started to acknowledge the flights were overbooked and were offloading passengers.

I accept flights are canceled and we have to reschedule. I do not accept that we were blatantly lied to by JetStar.

After we found out the issue it took 4 hours on hold and 5 phone calls to resolve the issue..
This included twice being hung up on purpose (they said they were going to do it). They also wanted to charge a change fee because the alternate flights where not within a 24 hour period.

I eventually got a good supervisor who canceled my wife's flights and fixed mine (without an extra fee).

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Jetstar Airways double charged

I booked a flight for my wife, infant son and I to Singapore (11/2/2009). Three quarters of the way through the booking and, sadly, after the payment screen, the internet connection went down. Living in Indonesia it took a while to get back on. While waiting to connect I ran Valuair and found the number listed to be incorrect. Directory services has no listing for either JetStar or Valuair in Indonesia.

I checked with the bank and no charge had been levied so assumed the booking had not gone through. I went ahead and booked again...by now my wife had decided against going and I just booked for myself. I received email confirmation, as per normal, that my booking (ref E8B9TT) was successful...I never received the same for the earlier booking reference (which I later found via my credit card statementto be V3RDPV)

I went ahead with my flight by myself.

Checking my bank statement I found the two charges and rang JetStar in Australia (remember the Indonesian nubers do not work!).

I was told that I was not entittled to a refund for the flight not taken, nor was I entittled to a credit to be used against further flights.

OK- I have used ValuAir about 14 times over the last 16 months, as well as the parent airline QANTAS. I am a frequent flyer with the later. I am not a fraudster and I feel that I should not be blamed for internet failure in a country where this is the norm!

The whole episode and the refusal to either give me a credit or refund (credit is FINE) has left a very sour taste in my mouth. I have been very positive about Valuair's service in the past, however this incident and a point blank refusal to listen to reason is beyond me.

I will be for sure binning jetstars recent corporate traveller invite, as well as cancelling all my companies freight business with QANTAS. Apart from this I will be passing on word of mouth to the small expatriate community here in Jakarta just what a bunch of rotters JetStar are. Its a pity we own a cafe and a large number of expatriates pass through...they will all hear this story

Alun Evans
[protected]@merdekacoffee.com

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Edy Nuryanto
, ID
Jan 02, 2014 10:25 pm EST

Yth. Management Valuair
Anak saya Dedi Setiadi dan Sarah Jayne naik Valuair dari Surabaya ke Singapura (Changi) jam 13.00 WIB selasa tanggal 31 Desember 2013. Kehilangan salah satu barang bagasi berupa lampit (tikar rotan) seberat 8 kg. Di Singapura barang tidak ditemukan sehingga mereka meneruskan perjalanan ke O'hara Chicago Via Jepang. Harap dicarikan barang tersebut dan dikirim ke 643 Columbine Avenue Lisle Illinois 60532 (alamat Dedi & Sarah)

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marleyrae
, ID
Aug 10, 2010 11:24 pm EDT
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I had a similar experience too. The contact numbers they gave us is not working. I tried to send them e-mail but it's always failed.

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FLO1968
, SG
Jun 30, 2009 9:08 am EDT

I have had a similar experience whereby I changed my flight to a new date and paid extra for the change. Jetstar subsenquently cancelled this flight. I could either accept another date at no charge or have a total refund. It has been 4 months and we are now been told by their customer relation that they will refund us an amount less the change fee and facilitation fee. (Even though they cancelled the flight we paid the fee to get).

I feel that the reservation staff are not trained correctly and are giving misleading information to their customers.

To be honest you have to build in these issues when you book cheap flights. When it goes wrong it will cost you money!

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Valerie Su
, SG
Apr 04, 2009 11:20 pm EDT

Hello Alun,

I agree. i am having the same problem getting back my refund for a cancelled flight in Dec 08. I was told repeatedly that it will take 3 months. Its has been more then 3 months and still no refund. The flight I cancelled was a result of the Bangkok political incident in Dec and my flight was rescheduled to a later timing.

Customer service for Jetstar is really bad as there is no hotline to call except for reservations desk and they can only remind Finance (which I heard is located in KL) to expedite the matter. I have called at least 4-5 times to check if my refund is still in process.

What is worse, there is no email or notification to confirm any cancellation fro Jetstar.

I find the whole processes very inconsiderate towards their customers. And get this, I have to mail a letter to their Customer Relations just to get an answer!

Totally frustrated,

Valerie Su

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Jetstar Airways unfair treatment

this latest incident enhanced my utmost disrepect to JetStar after the last time, the pilot refused to accept me on board even though i was 1 minute past check-in time.

just an hour ago, i tried to do a booking online via their website from SIN to KUL for a family of 10. while going through the procedures, i noticed the website response was getting slow. as i got to the payment page, my credit card was rejected. so i tried to book all over again. this time, i was still getting slow response from the web server. i did double check that i have booked the correct date and time. but however, after completing my payment and viewed my travel itinerary, my return time was wrong. immediately called them up to inform them of their technical glitch and thus, to request for a change but the customer service offer was very rude, kept interrupting. instead, they said they sincerely want to help us by giving us 2 options; either we pay the normal priced tickets or forfeit our SGD800 worth. what kinda help to us is that? really felt cheated.

i plead to all not to patronize JetStar ever again. AirAsia is far more superior in service quality.

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Ann
, SG
Apr 09, 2009 5:06 am EDT
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i agree with this unfair treatment. The singapore line was hopeless and been tru to australian airline and they were awesome rude! i understand flight depart at 0820am and was there 0730am..the plane already fly? that cheated. jeststar do cheated customer till now, the website slow, till now ive not yet recieve my refund news. ive just lodge complaint to case.

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Ann
, SG
Apr 09, 2009 4:49 am EDT
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i agreed with the comment "unfair treatment'' he was only 1 minuite past late and i was early one hour before my departure, phnom penh to singapore and pilot refuse to check me in, cos they start the engine to fly and my depart was at 0820am i was there 0730am! i make a complaint since my return from 16 march till now, ive no reply from them yet. Even CEO Ms Chong...dunno what pang the next next, she couldnt bother! The pilot can relay message to ground staff tell me that THIS IS NOT BUS INTERCHAGE!.. im not happy till now, they dont even have a proper website for feedback is lacking of this respect!. i cant tolerate everytime when i see jetstar new on my email i fel like to bring up to press!.. What do u think?

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Jetstar Airways flight jq479

Myself and a friend where booked on flight JQ479 departing Newcastle airport at 1905. On a tip off from a family friend we where told this flight had been delayed. On this tip off i rang jetstar and spoke to a David at 1743 who informed me that there wasnt a problem and that he had checked two web sites and that the plane would be going. Myself and my friend and two other people who where also on this flight were then driven from Batemans Bay to Newcastle airport. On arrival we could not only see on the screen but then where also told by your check in staff that the flight had been delayed because of a problem and would be departing at approx. 2200. I had personally chosen this flight because of other family comittments in Melbourne and was VERY ANGRY AND DISSAPPOINTED that i was misinformed by your staff. In my opinion this is very unsatisfactory service. At this stage i will NEVER fly with your airline again. You totally wrecked our weekend away and my daughters birthday sunday night at home. I know this isnt your concern but i arrived home at 2 am the following morning. From talking to other people while waiting all that time at Newcastle airport they where not happy either and would also be seeking another airline to travel with in the future as i will. A lousy 8 dollar meal does not compensate the love of a disappointed child on a birthday. Thanks for nothing jetstar

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tpp83
Brisbane, AU
Jul 12, 2009 1:50 am EDT

If it was so super important that you got home for your child's birthday, why did you leave it till the last possible flight to make it? Delays happen - passengers don't show up delaying flights, mechanical issues occur without warning, weather ruins well laid plans. Its not your fault, but it's also not Jetstar's. They are not in the business of deliberatley delaying passengers just to get a kick out of it.

Yes, being told the flight was on time was annoying, however, at that stage it may well have been.

Have redundancies in your important plans, and take responsibility when you don't.

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Jetstar Airways flight re-schedule without informing

Here is my complaint

Dear Sir/Mdm,

I am writing in to lodge a feed back case, it's regards to booking reference# NPSECD Registration# 200403570D. we had made an online booking with JetStar on 26-Nov-2008 a flight from Singapore to Thailand (BBK), the date of departure was on the SAT 07-Feb-2009 07:15 (GMT+8) and return on TUE 10-Feb-2009 21:15(GMT+7), we always think that JetStar is a trustworthy and reliable flight company to travel with, but we were very disappointed that it was ended up that we were advised by a JetStar agent at airport terminal 1 that the flight had already been re-scheduled, the date had revised to 06-Feb-2009 which is the day before due to the Bangkok protesting incident, it was a devastating, angry and the agent was totally rude and unproductive in fact it was disruptive, only told to call the customer service hotline if I wanted to complaint, me and 4 of my friends are all working adult, we had planned this holiday for a long time and hardly get a leave from our organization. It's really upset that we are unable to proceed as planned and we also had booked our hotel stay as scheduled for the 4 days, however i called up the call centre and was attended by one of their Customer Service Staff, name Mio at [protected] on 05:37AM that due to the system outage hence, they are unable to check the status of the flight even for the returning information and no resolution at the moment, she ensure that we will be able to get a total refund for the flight and but we need to call back on Monday, ultimately we manage to get a 2 ways ticket from Tiger airway to Bangkok at a high price of S$425 for each of us and waited for 4 hours until the next departure time as its already no alternative for us. The reason why we decided to book the flight more than 3 months in advance is because we want to enjoy the promotion rate and i sincerely hope that we will be able to get the full sum refund as we had paid more than expected for this short trip holiday, how can JetStar unilaterally confirmed the trip without seeking consent from the customer. This is definitely not acceptable and we had not been notified for any of the changes. Kindly contact us if you need to clarify on any of the information.

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Feb 11, 2009 5:57 pm EST

Called them again, spoke to one of their agent and managed to get a refund after 3 months and it’s after escalated to their manager. Only can considerate myself unlucky for paying another ticket.

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Jetstar Airways poor customer service

I am Dissapointed with the way that Jetstar would not even look at my compaint over the phone. they could not even help me sort my booking issues out. The girl I spoke to suggested just paying again.

Below is the letter that I sent them:

3 February 2009

Customer Relationship Manager
Jetstar Airways Pty. Ltd.
GPO Box 4713
Melbourne, Victoria, 3001

Dear Sir/Maddam:
This letter is to complain about service I recently received from a Jetstar Airways Pty. Ltd. customer service representative named Felecia when I called regarding booking reference “*******”

I called Jetstar Airways Pty. Ltd. on the 3rd day of Febuary 2009 to find out how to deal with a problem I’ve had with flights that I have booked. After I had been on hold for several minutes, Felecia came on the line. I had to explain my problem to her several times because she did not seem to be listening and therefore asked me the same questions repeatedly. Felecia put me on hold for several minutes, and then returned to say she could not help me. When I asked to speak to a manager at Jetstar Airways Pty. Ltd. She said that she could not help me, said “goodbye sir” and hung up on me. Needless to say, I was (and still am) quite frustrated.

I then called Jetstar Airways Pty. Ltd. again on that day to speak to a manager. My call was answered promptly by Fibi and she was put in a hard position as she could not put me onto a manager. She was as helpful as she could be in the situation. I do not believe that I should have to be writing this letter, my problems should have been sorted out while I was on the phone.

I expected a much higher level of service from your company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am cancelling my flights immediately, and I expect a full refund (less any fees that are applicable). I also deal in customer service based industry and not only will I be informing my friends and family about this experience, you can expect that every customer I deal with (usually 80 individuals per month) will hear about my bad experience with your company.
I would appreciate it if someone from your company could call me and confirm the receipt of this letter and I will at this time pass on my bank account details for a refund.

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cindyzh2012
, CN
Nov 26, 2012 12:32 am EST
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Jetstar customer experience manager Michael Mirabito
Analyst Kylie
Analyst Joy in China XJDA02

Jetstar cacelled my flight reserved under F6RT5M. they've reumburseed the taxi ride from airport to hotel and from hotel to airport for other customers. but they rejected to do so for me.

this is unfair, and discrimination. I've complained to all the above people. and what i receive is just a heartless letter without any explanations. they've been ignoring my complaint and not responding ever since. pls tell me how i can get this company's attention and response.

Cindy Zhao

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sue
, SG
Mar 12, 2009 11:55 pm EDT

I have never had such a bad experience as with Jetstar! Basically, they sucked!

I arrived 1 hour plus before the departure time on Jan 23 2009 in Changi Airport Singapore, to fly to Melbourne. We were told that we were not allowed to get on board due to overweight. I requested for full refund of the tickets which costed SGD 2376.15. The so called Jetstar Agents told they would inform the company about my request. But when requested a printout as a proof of this incident, they told me they couldn't do it. I could only call to the service office in Singapore to check and request. I did and was confirmed that I would receive the refund in 3~6 weeks.

However, two months passed, the refund has not made to my credit card account. So I had to call the office. But the girl started to ask me for a print-out proof! I told them this is rediculous! Jetstar is just playing games! She put me on hold for quite a while and told me the refund would be done in 5~10 days. I questioned her why they did not refund me as promised. The girl became really nasty, said "I don't know anything about our ground staff!" and banged the phone!

Jetstar Airways Pty Limited - SUCKS!

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M.Hegarty
, NZ
Feb 26, 2009 4:36 pm EST

My problem began back in November 2007 when having booked six fares with Jetstar (all had to be done individually) I later claimed "double the difference" between a Brisbane to Christchurch fare as a cheaper fare for the same journey was available with Virgin Blue.
The Jetstar operator on 12 November 2007 went off line and checked my claim, then informed me that we would receive two vouchers in the post valued at $148 each.
Four weeks later I rang Jetstar to be told that the vouchers could take up to 8 weeks. After nine weeks I rang Jetstar again and spoke with a Nick who informed me that he would check to see if I had ever made the call to Jetstar on 12 November. No I had not he informed me.
A further conversation with Chris (Manager Inbound Sales) got me no further than insisting I would have to write in. Letter duly posted 4 Jan 2008 and reply received 27 February 2008 advising "they will try and investigate", please allow at least eight weeks for this to occur.
One registered letter to CEO Joyce (now CEO Qantas) sent 28 April 2008, two letters to Managers Melbourne & Christchurch sent 10 October 2008 and still waiting for a reply...

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Jetstar Airways delays

We are FINALLY home!

Now I know a lot of performers have horror travel stories... perhaps none more than Paul Romhany as he flies from cruise ship to cruise ship every week... but our trip was a simple flight from Osaka to Melbourne via the Gold Coast.

Only problem was - it was on Jetstar.

DEPARTURE TIME

When I originally booked the flight, online at Jetstar.com, it was a 7pm departure from Osaka. Jetstar sent me several email notifications letting me know the flight times had changed to 8pm, then eventually to 8.55pm.

So we arrived at the stunning Kansai International Airport ready to check in at 6pm... and we noticed that people were leaving the check in counter with their luggage.

After about 20 minutes we reached a point in the line where there was a sign telling us that the departure time was delayed until 8.10am... the next morning.

REASON FOR DELAY

According to the sign, "Crew rotation". Apparently, the crew were not rested enough to fly until the next morning.

Most modern airlines use a technique called "planning" which involves things called "schedules". Hopefully Jetstar will introduce this innovative idea sometime in the near future... either that or maybe remote-control planes that don't need crews to fly them.

COMPENSATION

Thankfully the Japanese staff working for Jetstar were very apologetic and worked efficiently and politely to calm customers and put plan B into action.

In order to soothe us they offered:

* Free meal service on the flight from Osaka to the Gold Coast.

* Excess baggage was waived.

* Overnight accommodation in a nearby hotel.

* 2000 yen voucher for dinner.

* 1000 yen voucher for breakfast.

2000 yen is worth about $AUS33, and as the many restaurants at the Kansai International Airport charge regular prices (as opposed to "airport prices") we were able to enjoy a delicious dinner. Of course, as we had to catch a bus to the hotel we were a little rushed, but we enjoyed it as best we could.

THE HOTEL

As Jetstar had to billet 400 or so passengers we were sent off to different hotels. Sue-Anne and I stayed at the 51 story ANA Gateway. Very nice hotel. Room prices listed at around $AUS300 and, though in need of a freshen up, they were big by Japanese standards.

Unfortunately, ours was next to the elevators and the sound of a lift rushing up 50 floors is like a rocket going off... over and over again.

Later in the night, when use of the lift had stopped, I heard a weird squeaking... I think it was just because the hotel was so tall, but it sounded like the room was haunted by some demonic telegraph operator sending morse code all night.

I think I did manage to get an hour or two of sleep before waking at 4am to catch the bus back to the airport.

CHECKING IN AGAIN

The signs in the airport told us to check in at counters C18-22 - and there was already one family lined up there - so that's where we all went. We were really pleased to be second in line.

Unfortunately, when the staff arrived they decided to use different counters and the line ran, tail-end first, to the new check-in area.

BREAKFAST

We were checked in by 6.20am and ready to spend out 1000 yen each on breakfast... unfortunately, all but one of the airport restaurants were still closed and didn't open until 7.30pm (which is when we needed to board) and that restaurant was McDonald's. A fellow traveller told us he had a feast for 980 yen, but we opted for the healthier option of not eating.

FLIGHT

The flight was uneventful as we were all very tired, and the crew was almost invisible as they had nothing to sell to the passengers. They made one pass just after we took off giving us all a croissant and a small yoghurt, then another pass just before we landed with a hot lunch for everyone (which was actually not too bad). It was at that point the announcer said "This is your last opportunity to request any food"... the passengers let out a sigh as one as we realised we could have been asking for our "free food" at any time during the flight... in true Jetstar fashion, they'd offered it (not when they served us the croissant, but in the letter we got the night before) we just had to ask.

ARRIVAL

The pilot announced, quite proudly, that he'd made up time and we'd arrive early at the Gold Coast International Airport, which we did. We had just over an hour to clear customs and check in to our Melbourne flight.

We all rushed down the stairs and onto the tarmac, we read the handwritten sign stuck on a witches hat and took the path along the barbed wire fence before entering the tunnel made of cargo containers and emerging in passport control.

Our bags finally arrived on the conveyor belt, we had nothing to declare and were directed down the left line where our bags were thoroughly searched.

We'd been first off the plane and now we watched, helplessly, as everyone rushed through to meet their connections while Customs officials went through every piece of our luggage. They flicked through our books several times, examined every credit card in my wallet, and stood there reading entries in Sue-Anne's diaries.

I told them that, because our flight was delayed by 12 hours, we'd been told that we had to find a Jetstar person to help us make our connection in time. They said "Good luck" and laughed. They said that Jetstar was always late.

OUR FINAL LEG

Sure enough, they were right. When we joined the end of the line at the Jetstar domestic check-in, I noticed that the 7.20pm to Melbourne was now leaving at 10.20pm. (Due to late arrival of the aircraft... which is weird, because if it was that late it means the plane hadn't even left Melbourne or Sydney yet).

There was an 8.20pm flight to Melbourne, and when I asked if we could be moved onto that, the check-in lady told us it was already overbooked by ten people. (Note, they filled that plane with people, like me, who were earlier in the line. How do they overbook it? Surely they could get a machine that tells them "Sorry, you've already sold that seat to someone else." Maybe one day they will.)

I told the lady at the counter how we'd already been delayed 12 hours and now we had to wait another three and she got her back up and told me not to "pay out" on her as she'd only just arrived at work. At least she was getting paid to be there, a lot of the other passengers were unable to arrive at work thanks to Jetstar's hopelessness.

I took another tack and asked her what she was going to give us as compensation and she quickly wrote out meal vouchers, worth $8, for both of us.

She was very combative and not once offered an apology for the delay. As we were told later by an airport staff member "That's how they're trained to be."

ANOTHER DINNER

When we went through security where the three food outlets where we met with another passenger who wasn't offered a voucher. He went back out to check-in and had to argue with a supervisor before he was finally given one.

I took my pad and paper with me and headed back to check-in (hey, I had nothing else to do and three hours to kill) and I asked the supervisor what the Jetstar policy was with meal vouchers. He asked me if I wanted one, and I explained that I had one because I'd asked, but other passengers didn't get them. He told me they would have been offered them... "they weren't a secret", I explained that they weren't offered them and perhaps he'd make an announcement on the PA for those who missed out.

He agreed.

A short time later the announcement was made. Unfortunately, most passengers had already bought food and those who were going to go back through security and get their coupons were told the kitchen's were closing in 5 minutes...

So what could you get for $8?

* Nachos? No - $13.50

* Burger, Fries & Drink - small? No - $10.95

* Chicken Roll? No - $8.95

You could get a croissant... $7.65.

Sue-Anne got a fruit drink for $7.60. I paid the extra $2.95 for the burger combo.

FINALLY...

As we waited and watch the departure area slowly empty of people we chatted to some of the airport staff. Apparently Monday at Coolangatta Airport is always like this. Jetstar are constantly running late. (Not just Jetstar. As we waited we heard a Virgin 7pm flight to Canberra get delayed, and delayed until it was finally cancelled at 9.30pm)

This explains the lack of clocks in the departure area. We had to keep time by watching a departure monitor... until a security guard came around and switch it over so he could watch the tennis instead.

Finally we got on the plane and were told that, because one of the Jetstar fleet "became unserviceable" (ie: broke) it threw their whole national schedule out of whack and a "domino effect" took over making flights later and later... The attendant who told us this was very well trained as her announcement was gruff, to the point, and her apology insincere.

By this time, I just conked out and slept the entire way to Melbourne.

Touching down at Melbourne Airport at 1.45am we made our way to the baggage carousel and picked up our cases. As we headed out I noticed that the airport authorities have gone all out to stop "unlicensed taxi drivers" from soliciting rides by putting up 5ft tall signs at each exit. Standing right next to the sign was a man holding a crumpled sign reading SMITH who approached me and said "Do you need a taxi?"

We were home.

Was this a "nightmare flight"? No. As I've discovered with a quick google of JETSTAR, it's quite typical.

On behalf of Australian travellers everywhere, we'd like to award you

JETSTAR - AMATEUR AUSTRALIAN AIRLINE OF THE YEAR

So bad, they even make Qantas look good! (Well, most Jetstar flights are code-share with Qantas anyway).

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M.L.E
, AU
Mar 11, 2010 9:14 pm EST

Here i sit ready for my pick up to take me to the airport, my pick up is 3.00pm so i can get to the airport for my 4.45 flight. suddenly i receive a text message that my Jet Star flight is delayed to 7.20 this evening.

So i call Jet star to have some words and find out what is going on. I call them wait on hold for 15 minutes, then all of a sudden the phone goes engaged, i call back it says they are to busy to answer the call and to call back later, i do so several times with the same answer. then finally it starts to ring i press all the numbers to get to speak to a customer support agent, and wouldn't you believe it. Yes its goes engaged again like they have hung up on me after another 15 minute wait for them to answer.

Then i get a call from the pick up service, so sorry sir we understand that jet star is running late and we have to give your pick up to one of our compeditors... OMG the company i was and many others were giving business to has lost all their airport fairs because of the time difference.

I try Jet Star again. and the same things happens YES another 3 times they hang up on me...they just hang up after being on hold for another 15 minutes. Im really annoyed now espically after giving them my money.

Now im sitting at home fully packed and have to wait 2 hours for the pick up car, and obviously have to be at the airport an hour before take off. Ive missed my business meeting in Sydney, had to cancel dinner as I would also arrive too late for it. and I have to thank jetstar for all of it.

I dont dislike many things, but Jet Star is definately one of them..

They should be call crap star!

Quote “Jet Star you are seriously the worst airline in history, you suck”

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tpp83
Brisbane, AU
Jul 12, 2009 3:00 am EDT

I understand the need to vent, but come on...

The crew ran out of hours - they legally are not allowed to fly.
= CASA's fault.

They may have run out of hours for any multitude of reasons - weather, mechanical issues, late passengers, bomb scare, terminal evacuation...
= NOT Jetstar's fault.

Jetstar arranged accomodation and meals. Good on them.

Your hotel creaked in the wind, and you were next to a supersonic elevator.
=Hotels fault. NOT Jetstar's fault.

You didn't have earplugs, or the balls to ring reception and ask if it was possible to get some earplugs, or move rooms.
=Your fault. NOT Jetstar's fault.

The airport monitors directed you to checkin desks which were not the ones operated by Jetstar staff. Airport companies (in this case K.I.A.) operate the terminal wide flight departure and information systems. They also assign which check-in desks airlines are to use. If the two peices of information dont add up, then as annoying as it is...
=K.I.A's fault. NOT Jetstar's fault.

The people in the line behind you did not have the good manners to not queue jump, as they essentially did.
=NOT Jetstar's fault.

Airport restaurants were not open, and you had a gun to your head forcing you to eat McDonalds or not eat at all.
=The restraunt owners/McDonalds fault for not being open/being open. NOT Jetstars fault.

You sat on a plane for 9 odd hours waiting for written invitations to ask for food, instead of just using your big boy voice and asking.
=YOUR fault, NOT Jetstars.

Alternatively, if the hosteys had gone up and down the aisles trying to throw away food, no doubt you would have winged about not having a chance to sleep again, as I imagine you would've been very tired.

Gold Coast Airport was at the time a Construction Zone to say the least, as they were expanding the terminals. So, witches hat's were all over the place, there were even metal barricades, and bits of cord with those dangly reflectors on them. The airport company even very cleverly used recycled shipping containers to construct corridors, instead of spending a fortune more on building special corridors which would eventually be torn down. You were therefore subject to the horrors of being amongst such common facilitys.
=GCAL's fault for wanting to provide you with a better terminal. NOT Jetstar's fault.

You were given a voucher for refreshments. $8 outside of an airport can provide quite a substantial meal. However, inside an airport, greedy business operators love to cash in and take advantage of consumers who are forced to eat there.
=Greedy business operators fault. NOT Jetstars fault.

So, while you're drinking your overpriced juices and digesting burgers made of gold, you discover that contrary to popular belief, other airlines are not immune from suffering delays either! Wow! Amazing that... Weather, engineering issues, passengers late...
=### HAPPENS SOMETIMES. NOT Jetstar's fault.

So the one place that Jetstar was closest at fault, was when your flight was initially delayed, and they provided accomodation and meals until the problem could be rectified.

As for people not apologising, I'm hard pressed to believe that you were not apologised to. It was probably said on numerous occasions, and you either chose to ignore it or scoff it off, or be insulted by its delivery by a poor girl who would have said hello and goodbye to up to 700 passengers that day, all of whom had been late, a good percentage of them acting like misbehaving children at her, as if she personally had gone about delaying their flights, just for kicks.
If you expect staff to run around grovelling and kissing your feet and begging for your mercy non-stop, then pay first class rates on a full service airline, the price of which is all inclusive of the desired level of butt-kissing you seem to need.

I feel better now. :)

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8:49 am EST
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Jetstar Airways rude staffs

Hi all, My family bought 03 tickets from Singapore to Manila on 10th Dec 2008 it was a 1045am flight.The two local malay staffs handling the check in baggage was totaly rude and unproductive infact it was disruptive.It was my first time flight with Jetstar and it left a bitter taste.Paying for the over baggage is a must but being told that even a family of three(two young kids)must carry a 20kg bag each only, makes no sense.They are after all FAMILY DUH..I hope that jetstar can talk to the two malay ladies that while it's budget airlines, we are not paying peanuts either.That customer service must be done professionaly.Maybe because the supervisor was not around that's why the ladies were acting like the company belongs to them.I have lost face to my wife and kids and I hope that jetstar will look into my complain on why"must a family of 3(1 adult and 2 kids)need to carry three 20 kg bags each".why can't they share thier luggage since they are mother and kids?or is it jetstar aren't family friendly.
My utmose thanks for a pinoy lady staff who was very gracious in passing out information needed.Firm and fair.
Hope justice is done and that they will treat all customer with a friendly customer approach.
Thank you.

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3:49 am EST

Jetstar Airways long delays with refunds despite the cancellation being caused by jetstar's rescheduling

Refund still not received 2 months after a cancellation made due to a change of Jetstar's schedule.

Timeline of my dealings with Jetstar

11/9/2008 - booked a flight on Jetstar Asia online
26/9/2008 - received email notification that the flight time had been moved from 16:35 to 21:20 resulting in me being unable to make a connecting flight on Qantas.
26/9/2008 - rang Jetstar Melbourne and cancelled the flight as they had no other alternatives that would allow me to make my connecting flight. Asked for a refund. Advised the refund would take 8-12 weeks
17/11/2008 - rang Jetstar in Melbourne to follow up and they agreed to fast track the refund and promised a refund within 7 days.
24/11/2008 - rang Jetstar in Melbourne only to find that no refund had been made or requested. Advised they had submitted another fast track.
26/11/2008 - rang Jetstar in Melbourne to double check that the fast track promised had been processed. Jetstar advised for the first time that I would need to speak to Jetstar in Singapore as they processed all refunds.
26/11/2008 - rang Jetstar in Singapore who advised that the refund would take 8-12 weeks from the time I made this call as all previous correspondence had been with Jetstar in Melbourne who failed to pass any information on to Singapore. Jetstar agreed to process the refund within 6 weeks.

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SelleV
, PH
Sep 13, 2011 7:09 am EDT

This is true. I have the same problem with jetstar. They are very annoying in terms of refund. They make it so hard like they don't want to give our money back. I want to share some timelines I had been calling up with jetstar:
10 March 2011 - Called up Jetstar for the refund of around $464.14
5 April 2011 - Called up Jetstar and refund was approved. (They said it would take around 5-7 business days.
23 May 2011- Called up Jetstar why I had not received the REFUND. They claimed that refund has been processed.
From that moment on, I kept calling the bank for followup.
17 August 2011 - Called up Jetstar to inform that the bank never received any money/refund from jetstar. So I requested a document for the refund but they didnt give any. Instead they just gave me a PAYMENT ID # to show the bank.
18 August 2011 - Bank claimed they didn't receive anything from Jetstar. Jetstar asked to check the Bank statement of APRIL
24 August 2011 - Called up Jetstar (They said that they will investigate the problem
will take around 5-7 for clearing up)
1 September 2011 - Called up Jetstar and was advised to fax the bank statement of april and will take another 5-7 business days after I fax the Bank statement.
9 September 2011 - Faxed the Bank statement from April.

This has been going on for long now and I'm still continuing to go over it. Will continue to update more about this.

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Jetstar-rage
Cronulla, AU
Aug 29, 2010 7:05 pm EDT

I have a similar refund problem with Jetstar. I paid Jetstar a higher priced fare so that I would have the flexibility to cancel a flight from Honolulu if required. When I cancelled the flight they then told me it would take 14 working days for them to pay the $1000 refund. When I complained about the 14 working day delay, the Jetstar guy failed to give any explanation as to why Jetstar needed to hold my money for almost 3 weeks. Jetstar is a rort. Jetstar has a system to take our money instantly, but they seem to struggle to return customers' money. What on earth could take 3 weeks? Jetstar are thieves holding my $1000 for so long. I guess their theft will earn them interest for 3 weeks, but they just lost a truckload of goodwill, and a customer. Jetstar were just ranked Australia's worst Airline. I wonder if they are really Australian. Australians don't treat customers like that. Jetstar are star gougers!

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rayvaday
Sydney, AU
Aug 11, 2009 8:22 pm EDT

I am in a similar predicament except I am taking the matter to Dept of Fair Trading.
Refund from Jetstar has been given to another person according to their records therefore its my job to follow up ...except they wont give me details on the person they refunded my funds to and I have serious doubts whether I will get my funds back.

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Frequent Traveller
, AU
Jun 09, 2009 7:24 pm EDT

Same problem. Jetstar changed flight schedule Syd-Hobart meaning one of 4 persons booked could not travel. Agreed to refund for the person affected. Six weeks later received notice "adjustment note" from Jetstar dated a week earlier. One week later (7 weeks after refund promised), phoned Jetstar and refund had not been processed. Also had omitted credit card fee ($6 ). Promised to 'fast track' so would be processed in 5 days. If that happens will have taken 8 weeks.

Is there not some regulatory body which can control this. It is outrageous that an airline can take money for a fare, then not deliver the product, agree to refund and have not actioned this for 7 weeks. I assume there is a substantial amount of cash tied up in this process which is inappropriately being used by Jetstar over this extended period. And I wonder what the rate of non claimed refunds is there as I'm sure there are a number of people who simply give up.

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deecee
adelaide, AU
Apr 19, 2009 10:28 am EDT
Verified customer This comment was posted by a verified customer. Learn more

this is not unusual - am having the same problem with 3 out of 4 flgiths booked June 2008 cancelled in December Jan 2008_9, and the fouth shifted, so that all were useless. Jetstar assured no problem with repayments, but then three months later no money forthcoming - it's a long and tedious story -runarounds, 'contact our Singapore division' after three other communications with Aus Jetstar - next stop Business Affairs and the Ombudsman. Wish us luck! $1000 for a year plus interest!

ComplaintsBoard
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7:13 pm EST

Jetstar Airways extra baggage policy

I have an upcoming flight to Denpesar from Melbourne with Jet Star (flying back to Melbourne out of Bangkok). I called customer service in light of the recent advisory not to travel to Bali. I think the advisory is mostly fear mongering but I understand the gov't has to cya. So, in light of the advisory, I thought I would at least enquire if I could alter my itinerary to maybe fly into Bangkok or KL instead. I was willing to pay the difference. Jet Star was totally unwilling to budge. At the time, I thought, well fair enough, I booked with a budget airline, I guess that is the price you pay for booking budget; they just want to fill their flight to Bali so fine. You would think they would attempt to accommodate given the circumstances, but fair enough. They won't. I'm not exactly pleased but fine.

Then I called back about baggage. I'm just going for a short time, so booked Jet Saver Lite (cabin baggage only). I wanted to know what it would cost to upgrade if I ended up wanting to check luggage. Not excessive luggage. Just what if I wanted to check my bag instead of carry it with me. When I initially purchased my ticket, I think the difference in fare was maybe $17.00 dollars or something. I know Virgin Blue has a policy that if you book online or call ahead, they'll charge you $8.00 to upgrade. If you wait to get to the airport, it is $20. What is Jet Star's policy? Well, first I am told that if I wait until I get to the airport, they'll charge $80. That is a lot. This is why I am calling in advance, I say. What is the cost if I were to pay now? The answer - after being put on hold for a ridiculous amount of time - is 'oh, it is still $80.00 '. I say, well that is awfully punitive since I could have booked the fare with checked baggage initially for way cheaper than that. The answer? Yes, we know. But that is what we'll charge you now that you have already booked your ticket and have no choice (ok, they didn't say that last part...)

In my view, this is appalling customer service. It is one thing to charge extra, and even charge a flat rate at the airport, but $80 if I call several days in advance? I checked online. I could still book the Jet Saver fare (with checked baggage) for less than the $80 dollars difference. So wow. You really do get penalized for booking with Jet Star if any changes need to be made post purchase. I guess I would have been better off with a different airline. I've flown both Tiger and Virgin Blue many many times. And never have had these kinds of problems.

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inh
, US
Jan 21, 2017 8:52 am EST
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Because my daughter had overlooked prepaying for baggage when she booked our flights from Sydney to Auckland and the back to Sydney, Jetstar charged me $1, 105 for 3 bags on our return trip from Auckland to Sydney. Neither Jetstar nor Qantas will give me any relief. I feel I was taken advantage of and that the charges were outrageous and unrelated to what the cost to Jetstar was to transport our bags. I will never fly Jetstar or Qantas again.

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sally trevenen
Perth, AU
Jan 29, 2012 4:53 am EST
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Arrived 35 mins prior to departure for 2 pm flight today told girl that I am late what do I do. She directed me to the desk were you check bags there were 4 others for the Perth flight in front of me. Eventually got served to tell me the flight was closed. He directed me to the service desk who also cld not help me. The guy at the baggage desk already knew I was also wanting to get on the flight. The service was appauling and I am now sitting in the Qantas lounge waiting for a flight at 8.45. Thank god for the Qantas lounge. It the first time I have booked with jetstar never again. Sally

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Sheryl Small
Perth, AU
Mar 11, 2010 3:43 am EST

Perth's Jetstar Nazi - Rosanne

Have you ever seen the episode of Seinfeld called the Soup Nazi.
Well in Perth they have their very own version of a Nazi by the name of Rosanne.
Rosanne is all of 20 years old and does not do any actual work, she just
graces the ticket counter at Jetstar Perth airport.
Rosanne sits at the computer and dispenses the tickets. What Rosanne does not do is to get down off her seat to straighten bags, or put stickers on bags or tags on bags or any of those other lowly occupations that other ticket clerks in other airlines do.
Oh no, Rosanne the Perth Jetstar Nazi
commands and the passengers must obey her instantly with suitable reverence, obsequeousness & adulation or she will and has done on many occassions screw up passenger's tickets and refuses to allow them on the flight.
Rosanne treats all people i.e collegues and passengers alike, as if they are hers to command.
Even other female supervisors seem to be thoughly dominated and controlled by Rosanne.
Fellow Jetstar Passengers if you ever have the misfortune to cross paths with Rosanne the Perth Jetstar Nazi & she treats you in her usual boorish, rude, bullying manner please do not hesitate to write to Jetstar. Bully's like Rosanne should never be tolerated.

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DanniiT
Melbourne, AU
Aug 11, 2009 12:35 am EDT

We booked tickets from Melbourne to Sydney return,

They were cheap promotional tickets in result my cousin had to pay $80.00 to check in her baggage on top of her flight tickets then being 1kg over coming home she got offered another $30 for 1kg.

Their service was rude and arrogant.

Coming home we experience their service to be the same where a flight attendant was collecting baggage that was stored 10 seats back because there wasn't enough room for everyone to put their own baggage on top of their own overhead storage. Mine was one of them so I asked if she could collect mine too her response was "No I have to concentrate on people in row 1"!

I'm pretty sure I payed the same as them if not more because of our extra baggage! Never flying Jet Star again!

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NEVER FLY JET STAR
, JP
Feb 05, 2010 2:50 am EST

WARNING: NEVER FLY JET-STAR!. Sure its cheap but the constant problems by far outweigh the accomplishment of snagging a cheap flight. I made a reservation 2 weeks ago and have had my Itinerary changed on me 2 times since then. The first was a time change of about 2 hours. The second was a date change. I was due to fly out of Auckland on the 9th of March to Sydney where I would connect to my Sydney-Japan flight later that day. Jet Star changed my flight to the 10th (The following day) meaning I couldnt make the connection in time. When I finally got through to a Jet Star representative in Melbourne and explained my situation I was not offered a reason and barely got an apology from her. In fact it was her that had the attitude of Jet Star were doing me a favor, "Listen do you want me to change your flight or not". You just cant change a date of a flight and send an email notifying the customer of that. A time change although troublesome may be worked around but a COMPLETE DAY CHANGE. YOU MUST BE JOKING. PS: According to my rude and welcome to Australia representative "IT HAPPENS ALL THE TIME"... DONT FLY JET STAR.!

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jetstariscrap
Brisbane, AU
Sep 04, 2009 8:02 pm EDT

Friday 5th sept we had a flight booked travelling from Brisbane to Darwin as a fathers day surprpise. The flight was delayed 2 1/2 hrs before being cancelled. Given no info why etc the entire plane load of people were given no information on the options available or any form of compensation, accmodation or options to get us home at 1am in the morning NOTHING. Just given attitude by the 2 staff members they had on serving the plane load of peole, they just gave details on the next flight available. We were told the next available flight was the next day at 12.10pm. What a joke. We also had spent a lot of money to and from the airport and while there as well. JETSTAR :0( has a pothetic attitude to customer service. Attitude from the airport staff at the Jetstar terminal was unbeleivably rude. As if it was the customers fault. We were told a refund would be provided but who pays the credit card charges etc. I reccomend no one fly with Jetstar as you will only be treated poorly. I know I will never fly Jetstar and will highly recomend to freinds etc that Virgin blue is the better option.

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robin swan
, AU
May 18, 2010 7:21 pm EDT
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lost luggage in Vietnam missing 5 days when it was found they would not send it to my hotel. I had to go to Nha Trang airport which is 45 mins each way in a taxi I had to pay for taxi . Jet Star staff in Vietnam are very rude and most unhelpful.

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jimbob1222
Sydney Metro Area, AU
Feb 13, 2011 11:53 pm EST

Also same as above. Looking at the dates, the last comment was 2009. It is now 2011 and nothing has changed. $160 to book luggage after already securing my flight. Here is how it went down. I went online to a book a flight on Friday and the system would not confirm my booking so I called customer service. Booking the flight was no issue except a problem when it came to an additional credit card charge of $36, apparently mandatory even though if I had booked through the website I could have selected EFT which incurs no fee. After some discussion here I was able to have the fee waived. I specifically asked if I could allocate seats, select meals and opt to check luggage after this date (remembering some of the costs from the website, particularly the $20 checking luggage fee one way). Finalised the booking Friday but have called back Monday to allocate seats and also secure some checked luggage for the return trip SYD - KIX. Upon calling, I was told that now the option to check luggage was not $20 one way, it was $40 one sector - meaning SYD > OOL >KIX was actually $80, and thus $160 return. I asked how it was possible for one of their staff to provide me with misinformation on the Friday and in one business day to now be looking at a quadrupling of the cost?! No satisfactory response and refusal to move on this means I won't book luggage. In response, I am planning to take a laptop bag, in addition to my hand luggage (allowable by Jetstar rules) and fill this with more luggage as the flight attendants won't check the weight! Enjoy flying with Jetstar!

AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Feb 11, 2010 10:02 pm EST

Not sure what their policy is, but most airline (including mine) will give you a few options when they change times/dates:

You can book for a day earlier or later, or you can insist on a full refund... That's about it. Good luck!

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LisaGK
San Rafael, US
Dec 08, 2009 5:48 pm EST

Actually, just flew from Gold Coast to Christchurch and to check a bag on a lite saver ticket it was $160 per person! This is absolutely ridiculous. When booking there was no mention of the dollar cost to upgrade at the airport AND there was PLENTY of overhead space on our flight. I will never fly Jetstar again, just on principal. And the service agents were so rude and unapologetic - our checked bag cost almost as much as our tickets!

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