Jetstar Airways
reviews and complaints

JQ 523 6:15 flight from Sydney to Melbourne 15 Aug 2018.

I would like to complain about one of the Jetstar staff working in Sydney airport - named "Maria". I go to Sydney quite often for work and due to this incident, it has put me off flying Jetstar again.
When I was lining up to board, Maria came in front of me with the scale, firstly she interrupted me when I was on the phone, secondly she instantly told me to put my bag on the scale without any kind of greetings. When everyone was looking at her, she then pointed her finger at me and went 'just you' in a very unfriendly tone implying she caught me guilty since she was absolutely sure I tried to smuggle in my overweight bag. After I put my bag on the scale, she told me to put my hand bag there as well, then she said, 'you are 4 Kg overweight.' Obivously my bag was more than 7 kg and she did not have to try to add my handbag on top of that, she could have informed me my bag was overweight at that point, why she had to ask me to put my hand bag and try to humiliate me.
The fact is my company already purchased 20kg, the only reason I didn't check in the bag was because, I had no idea my laptop was so heavy and my bag would be more than 7kg, as I usually fly with Virgin and I never had any problem.
If Jetstar was kind enough they should have at least check the bag earlier and not at the last minute when everyone is trying to board. Or have the scale available for us to check ourself.
When I told her I have already purchased 20 Kg, she kept on repeating that I would miss my flight, I was simply asking if I could use that purchased 20kg, all she had to reply was "a no sorry', and there was no need to tell me that I would miss my flight.
If paying another $60 was my only option, that was absolutely fine, if Maria did it in a friendly helpful manner, instead of being rude and trying to humiliate a customer.

An unhappy customer.

I have just been informed today Wednesday 15th August that my flight has been cancelled due to bereavement. This was cancelled by my ex partner and not due to bereavement and not by me!
I contacted Jetstar approximately 4 weeks ago and changed my reference number and also explained the situation and that this may happen. I was assured by changing my reference number and a note being placed on the Jetstar system that this would not occur, as I was sure she would do anything she can to cancel this reservation.
I do not understand how this can happen and I was told by the duty manager (Robby ID: XRGA03) that I can not be refunded and placed on this flight.
I also do not understand how this person can pretend to be me with the security questions you ask. I am sure one of the security questions would be the reference number as she would know all of my other details except the new reference number and a password. Maybe a password needs to be placed on all bookings to avoid these situations.
My old reference number was ZEBCVC and the new KIFQFD.
I was sent my new details on 12th of July as I separated the bookings so she was still to have hers and I was to have a new one to avoid any problems.
Due to this cancellation being out of my control and no bereavement occurred I feel I should be refunded in full and booked back on this flight.
I was booked to go away with a group of friends and this should still be available to me. I cannot afford to pay for another flight as I have also paid for 2 weeks accommodation that is non-refundable.
Could you please explain to me what note was placed on the system to avoid this from happening? As clearly this system failed.
I expect a prompt response as I was due to fly out on the 31st of August.

We have had to cancel a flight (13/8/18) to Bali due to an my wife's urgent health problem that required a colonoscopy, CT scan and blood tests a few days prior to a booked flight. Unsure if urgent Gall Bladder surgery was required on the Monday 13th but subsequently surgeon advised it could be put off for a year or so it was too late so cancellation was only option.

When advising Monday morning (13th) of cancellation and requesting to re book for Bali departing September 18th, returning October 9th we have been charged on top of our already paid for original booking cost (booked 27th December 2017) another $890.86 on top of original booking payment.
Our re booked flight dates fall outside WA school holidays. Had we have made this new booking on line and choosing the same dates, at best we would have paid no more than $1000.00 tops, probably less. Yet we had already paid $613. in Dec 17.

As loyal Jetstar clients, we have flown Jetstar over the last two years after quitting Air Asia because of their safety concerns.

How is it that Jetstar can charge such an excessive amount to simply cancel yet re book again. This is unconscionable behaviour and represents gouging loyal customers.
We want to continue to fly Jetstar to Bali at least twice per year but feel unless some compensation is offered that we will reluctantly look at other airlines in the future.

One last point. Why do Jetstar advertise their on line prices devoid of taxes & charges? No other airline does this.

Hoping for a reply

William & Christine Crosbie

August 10th flew from Perth to Gold Coast
Flight was at 11 45 pm leaving arriving Gold Coast 615 am flight was delayed half hour
Before we were getting served a water bottle had leaked threw carry on luggage rows 5c and 6 b & 6c where I was sitting we got wet or hostess got was paper towels and we had to clean it up ourselves it leak for at least 20 mins or they could do was serve snacks & they went straight pass me I had to yell out to say I had meal payed for with ticket they weren't even going to check it until I said that's disgraceful so I was angry I told her to give it to my niece which she was sitting 27 b 30$ credit it was for food so I followed them when they got closer to my niece and they told me to go back to my sit we will tell her I thought that was rude so I did my niece didn't get 30$ worth food if was less cause they couldn't be bothered serving her and never told her how much it was the air hostess were rude to everyone I will not be going with jetstar again and I want the air hostess spoken to there was only 2 of them women rude ones at that
Alameda Gideona look up flight your find it I

On the 8th August, 2018 my husband and I were seated in 12A|B on flight FQ117 -Bali to Perth. All the passengers were seated and the air hostess completed the emergency exit safety procedures. Once completed she spoke to me (and not my husband) and pointed to the safety card which stated no hearing aids and then left. She came back with the flight manager who demanded we swap seats with another passenger and move straight away. I was totally disgusted with the way we were treated, especially as there was no discussion regarding any disability or lack of and no empathy was demonstrated at the time of this incident. I have never been treated so disrespectfully and expect better standards of staff in situations such as this.
We travel regularly internationally and when available, always request extra legroom or business class if longhaul and we have never had this issue before (albeit other airlines)We certainly respect the safety concerns in the air and would never put fellow passenger at risk.
We are returning g to Bali soon and are looking at airlines and were considering using your airline but the above treatment has certainly made us reconsider our options .
Very very disappointed with

Traveled to Cairns Thursday leaving 630 from Brisbane in an older Jetstar plane and then back from Cairns to Brisbane 940 this morning. The flight back was in a new plane, seats narrow and uncomfortable, NO leg room, NO food service without purchasing, selling tickets on aircraft. I felt like a sardine, as did many around me complaining about the s as me issue. It is back to Qantas and Virgin for me. NEVER again...D

Dear Sir / madam,
I am writing to you to inform you of the performance of some of your staff on a recent flight.
I have flown much in recent years and have some experience of industry standards and I am firmly of the opinion your staff let you down on this occasion.
The flight I refer to was flight 3K697 from Singapore to Hong Kong on Friday 10th August 2018 scheduled to leave at 10:00.
The complaint concerns the cabin crew, lead by a lady called Fiona, and their lack of attention to the needs and expectations of the passengers.
The flight scheduled to take off at 10:00 was unfortunately delayed for 1 hour due to air traffic control problems, which we were all well informed and updated by the friendly captain Mr Woods. During this hour all passengers were seated and the captain came out of his cockpit and spoke to the cabin crew, this resulted in everyone being given a cup of water, a nice touch while we waited I thought. That took the cabin crew around 15 minutes to complete, for the remainder of the hour the two front crew and one other from the rear of the plane stayed behind a closed curtain and were heard giggling like schoolgirls whilst playing on their cell phones. I saw this as I was in the front row and could see behind this curtain periodically.
When we commenced the push off and taxi it took several minutes before they appeared and took their seats and opened the curtain, one was still on her phone whilst doing this.
Following take off there was a meal service which was fine - as soon as the meals were dispensed they returned behind the closed curtain for around 40 minutes, before coming out and collecting rubbish. Again once this was complete they disappeared for around 90 minutes when they passed through offering duty free, this was very brief and some 15 minutes later they were back behind the closed curtain. There they remained, with one brief appearance when the seatbelt sign was put on for rough weather for around 15 minutes, for the rest of the flight.
The point where I feel they let down your organization is in the general welfare of the passengers. For the vast majority of this 4 hour flight there were no visible cabin crew.
Passengers were to all intents and purposes left to their own devices, with the occasional passenger nervously approaching the curtain to get a drink or similar.
I would imagine you would have higher standards than that and might expect your cabin crew to express at least a cursory interest in the welfare of your fare paying passengers.
I noticed CCTV cameras at the front of the cabin which may assist you in your evaluation of my comments should you need them.
I must say that my flight was fine and I had no personal discomfort, it is simply I felt strongly that your staff on this occasion have let you down badly and continual performances like this can only harm the public's opinion of the service you provide.
As a footnote I would add the cabin crew on a flight I was on Thursday 9th August Denpasar to Singapore flight 3K242 were exemplary and put to shame those under the command of Miss Fiona.
Submitted for your consideration

Kind regards

Eamonn Halliday
eamonn.[protected]@icloud.com

My family was flying on jq36 from bali to Melbourne. We received confirmation our flight was delayed till 345am. When we arrived 3hrs early the staff gave my son (4yrs) voucher to use to get a drink and us a coffee. We went to order our drinks at the shops were it specifies us to go but all of them were closed so we asked jetstar staff if they could give us another voucher for a store that's opened, the staff replied you should of come earlier. I was there 3.5hrs before departure with a very grumpy, tired son. I just left and waited for the plane. 2nd, at my seat (55e) my arm rest wouldn't stay up and my son wanted to lay on me before we took off so I asked the attendant about it and he said he would find another seat to move us. We took off and when the seatbelts sign was off the attendant still hasn't come back and by then my son was really bad so my husband found a unoccupied seat behind us and then I moved over 1 seat and then my son fell asleep. When the flight attendant came back he said to my husband is this your seat if not go back to your own. My husband explained to him about the arm rest and our son sleeping because of the delay and that he was supposed to move us and he's reply to my husband was very appalling and disgraceful this is what he said "you should pay for another seat why don't you and your wife change seats that should make you happy just hold the arm rest up with your back". I was so upset with that and I told him that he said he was going to move us and that there was seats that weren't occupied and he still said that we have to pay for it. I'm sorry but I'm not going to fly with jetstar that treat there customers like this

My son flew to cairns from the gold coast and his flight was perfect, when returning on 6th August 2018 on flight JQ967 he was charged an extra $60 for apparently exceeding the carry-on. He went up to cairns with exactly the same bag with no problems. He threw away all his toiletries in attempt to not be charged and still was charged and not able to recieve his toiletries back.
We always fly jet star and I am very disappointed with the way he was treated and over charged. He almost missed his flight as he had to call me for the money to be transfered.
I feel it's unfair to target a young man which he feels be was.
I am writing as I wish to be refunded the $60
Please
Thank you for listening

Hi my name is JoAnn Newsham. I had my flights booked through you guys n the week I was due to leave I was hospitalized. In the case of changing my flights for me and my two children I had to pay another$560 dollars on-top of the tickets. I had advised the operater of my situation and that I had a medical certificate for you guys but I don't think it was noted. So I was unhappy with paying that amount and has made me an unhappy customer. Yours JoAnn Newsham
[protected]@gmail.com

Hi, my wife has made a booking for a 12.00 pm flight from Melbourne to Sydney via Jetstar online. After she made the payment, she realised that we will not meet our connecting trip. She quickly got on the phone to make the amendments to an earlier flight on that day but was told she will incur a $400 fee for the amendments. That is pure theft!

We are so annoyed that we cannot reschedule the flight on the same day.

We will need this to be dealt asap.

Our booking ref is CG6E3G

Thanks

We were not aware on having to be here an hour earlyer...I'm not the one to complain but we were here at the airport in Auckland still had 15minutes to get on the plane &was told we are too late &was charged an extra $200.00 for us to catch a later flight :-( so upset it's our first family trip to Christchurch an our 1st time on a plane an I hate it already.we no money left to our names
My names Eva Atkins my phone number is [protected] my address 17a Derby street nawton hamilton.We traveled from hamilton to Auckland and going to Christchurch our flight was 6.35am on Wednesday 1st August 2018 and it's for 5 of us.all up its costed us $850.00 for 5 to Christchurch from auckland and return.not impressed...

Due to having Air Asia pull the pin flying from Darwin to Bali, we now only have the option of flying with Jetstar.
Only be a 2.5 hour flight, the price your company put on your flights is absolutely ridiculous! As anyone knows, living in Darwin is expensive as is and to have a small get away, you're looking at $1000 return when flights use to be between $150-$200 one way.
Considering the prices are so high you would think you would get comfortable seats or even complimentary water and food, but nope still got to pay for EVERYTHING!
Considering Jetstar is apart of Qantas, being highly recommended over other flight companies and being more luxurious, you think they would put some of their money towards giving customer's a better experience at a lower cost!
Darwin does and will continue to lose out more and more and it all comes down to the money sector!
Inconsiderate and unfair. Give us a break already!

Feedback on flight 3K698 from Hongkong to Singapore due to take off on 28 Aug 2018 at 1515hrs.

At 1445hrs, I check in to flight and was stuffy and no aircon switched on and no information given by cabin crew. It was a hot and humid weather and there are many passengers on board the flight which is almost full pax.

To make things worst the flight was being delayed for another 45mins due to the announcement made by the flight crew.

It has caused inconvenience and hindrance to the trip back to Singapore and has not been smooth as I had plan all my trip and due to this had to made other necessary arrangements to it.

I hope the kind management can look into the matter and reply regarding this feedback as I had always been a frequent flyer with Jetstar.

Hope this unpleasant flight will not affect my decision on the next time when I want to book a flight with your airlines.

Hope to get a kind reply soon.

Hi my name is Sebastiana falcone I received a voucher that I have quoted you in the subject, I booked a flight last night $134.00 using part of this voucher then I went to book another flight with the remaining balance of 465 .00 but it would not allow me to use the remaining balance, I have since found out through Jetstar customer service that it must be used in 1 transactions, it was never explained to me in the email that I hadf to spend it in 1 flight this is very upsetting as it is a lot of money, can you please re issue the remaining amount on my voucher
My contact number is [protected]
Waiting for your urgent reply
Sebastiana

Hello Jetstar I am one of many people that were on a flight from Melbourne no Ballina when 5 minutes before the descent we were told we had go to Goldcoast airport instead to refuel as they were fuel issues at Ballina further on we had to wait at Goldcoast airport while refuelling then after a 30 minute wait we were suddenly told that we had to get off the flight and there would be buses organised to take us to the original destination which we waited over an hour for so in the end we 4 hours late I am really disappointed at jetstars service and don't plan to book with them again unless I am refunded or given a flight voucher for a similar flight in the future. My flight details are 18/7/18 JQ464 Melbourne ( Tullamarine ) - Ballina

Worst experience of my life. Let's begin with the cancelled flight JQ91 Denpasar to Cairns at 2am while we slept on the floor waiting for more information which we found out on line before the staff could tell us the flight was cancelled. Rightfully put up in a hotel with breakfast and a small $10 voucher for refreshments. The main complaint is the most disapointing service I have ever received on an aircraft. No food. No alcohol. Not even ice cubes. A rude staff member told us there was a sandwhich or vegetarian salad remaining at 6pm - a dinner flight with no other food options other than snacks. My father and I had to share a half sandwhich together feeling terrible for the other 200 people who had to eat and feed their children too how awful. She then said she can't Comp a cup of tea or any snacks to help us out she couldn't do anything - the least your company could of done was provide people with some complimentary tea, coffee or snack to make up for the huge stuff up. She told us to complain and make this aware to you as I think she even knew this was a huge stuff up from cancelling our flight having 4 hours sleep! Then getting onto the flight to find we have nothing proper to eat for 4.5hrs and running out of most of the alcohol after an hour. Jetstar really disappointed me and I have a flight to Melbourne in a few weeks time, I want to cancel it as I don't want to fly with our company again. I work in hospitality and sales so I do know a little about customer service and what can be done to make the guest happy. I am hoping for a response to show me your company really does care about its customers. It's been a very rough 24hrs and your company could of done a lot better to make the trip more enjoyable - on behalf of all the customers on board that flight.

I have fly with Jetstar domestically for many years and has always been a loyal customers. Does come across many bad reviews online from other travellers and friends in regards to delays and notorious bad customer service of Jetstar staffs but don't really take it seriously as i understand Jetstar staffs are human too and they can be under stress because of the environment they work in. Have many flights delays or cancel over the years which i accept and understand that's how budget airlines works and never really encounter any major customer service issue until a group of 5 and I travelled from Sydney to Melbourne on JQ521 on 23/07/18. Flight delay for 20 minutes which is not a significant issue. We managed to queue first in the line because we have 2 young kids (both age 3) with us and we wanted to settle them down on the plane asap. After waited for about 20 minutes, a ground staff name Bruce started announcing boarding but only from row 10 to 20. He then come up to us and ask if we are in those rows which we were not and he immediately tell us to step aside. I asked him if it is possible to let us board first as we have been waiting in line for a while and we have 2 very young kids that are tired and would be better to settle them in the plane asap. Also question that i have fly with Jetstar for years and have never heard or come across them boarding passengers by the rows. I do know if you fly internationally nowsaday, many airlines do have the boarding by rows system but this is surely not normal Jetstar procedure. Even if this is a new thing, there should be at least a sign stating that, which there is none. Without further explanation or even an eye contact, Bruce blush us aside. Fine, no worries, we can let others in row 10 and 20 to board first and wait at the side. After just less than 10 passengers have gone through, Bruce started announcing for the rest of the passengers to board. At that time, we thought finally we can board. But no, Bruce stop us and order us to re-queue again which at this time, the queue had at least 100 passengers behind us. I explained to Bruce we were actually first in the line at the start before he asked us to step aside, we are not cutting any queue and as he is now seating the rest of the passengers, why do we have to re-queue again. We also reminded him, we have 2 very young kids with us, just show some empathy and let us board. His explaination is our queue at the start is not valid as he is boarding other rows and we are not in those rows. He raised his voice at us not to argue with him in regards to this matter anymore and just go to the back. At this point, we gave up arguing and 4 of us went back to re-queue while my wife and son still stayed at the front. I later found out when we were finally seated inside the plane, that while my wife and son were waiting at the front, she wanted Bruce last name which he wouldn't give so she took a photo of him so that we can have a photo of the correct person if we choose to make a complain. Bruce notice it and physically snatch the phone out of her hand and deleted the photo. Wow! How is his action possible? isn't this criminal and amount to some sort of assault? My wife was shocked but it does not stop there as when Bruce shove my wife's phone back to her, he threaten to have all of us remove from flight if his photo is not deleted and for making any further fuss. There were six of us who is tired and wanted to o home and that's why she only informed me what has happened after we board the plane. That's also explained why he wanted all our boarding pass (which i felt weird at the time but did not think much) and went to his computer desk (maybe to put in a "file note" on us) in their system before we go through the gate. I can clearly tell Bruce's is not happy to work where he is now and he has a serious attitude problems, there is not a smile or a single word of welcoming when his is dealing with passengers (not just to us) at the gate. Being a team member of such a big international company, his customer service is Non-existent. No empathy or assistance at all with passengers with very young kids. Downright criminal for snatching my wife personal item (phone and deleted its content). A bully for threaten to have us remove from flight if we continue to complains and questions his action towards us. Why is this person even come to being employed by Jetstar in the first place. I am coming to a conclusion based on my experience and the numerous comments and reviews left in social media, that this is the customer services culture of Jetstar's staffs, which they don't give a damn about their customers, because when you fly with them, they knows they can threaten and might even have the power to actually remove you from flight. This could results in significantly disruption for your travel plan. So they treat you like castle, obey whatever they tell you to do, and if you dare disagree when you knows that you have been treated unjust and try to stand up to them, they will give you the whip and use the "will have you remove from flight if you dare to argue again" tactics. Managers on top sure knows about their own Jetstar's customer service culture because i believe they surely get this kind of complains too often. But if this is their culture, no amount of complain will change anything as management will never act. Bruce will get away with his treatment on us just like the many of his colleagues does everyday and he knows it. That's why he will continue to treat the many customers he will come accoss in the future badly. The only way to voice our complain of these mis-treatment by the vast majority of Jetstar Staffs like Bruce is to not fly with them anymore and to inform my family and friends to do the same. There are alternatives out there which price is not much different and might even be lower to theirs. At least you get some sort of respect as a paying customer.

To whom it may concern
We have just returned back from our trip from Newcastle (UK) to Melbourne Australia; which we booked with British airways. We only took the luggage allowance that was permitted by BA ie 23kg checked in and 23kg on board . We also knew we might have a problem when flying with your airline jetstar after our stop over in Bangkok as your baggage allowance is much less. Therefore I did make a call to your jetstar office in Melbourne approx a month before travelling raising my concern. It was 23hours one evening in the UK when I spoke to a gentleman in Australia who very kindly assured me that because we are on route with BA jetstar would honour their baggage allowance as we are on a long haul flight . The call was made from my landline number in the UK but I took his word for it without asking him to confirm this by email. To our dismay on July 03 we were very disappointed that the staff did not try to even listen to our explanation but instead treated us in a very offensive and abrupt manner.
What was really bad is that they made us open our luggage & said rearrange our things and then demanded we pay up or miss our flight which we were already late for. They showed no courtesy and treated us like criminals:
Eventually I used my credit card to pay and then they told us to hurry up and keep running which we did with much difficulty as we had to carry our bags with us. My sister who is a baptised Sikh was very shaken because she put her sacred kirpan in her hand luggage instead of the checked in bag amidst all the chaos the stafff created. At security she had to dispose of her sacred kirpan and was very upset as this has never happened to her before and she does travel regularly abroad.
All I would like to say is that please don't make promises to your customers if you can't keep them. We have had a very upsetting experience, especially for my sister who being a very religious person is a devoted Sikh who must always carry the kirpan with her. But for the first time she had to dispose of it while flying.

Yours sincerely
Mrs Harvinder Kaur KANG

During a visit to Melbourne, we bought a pair of toy handcuffs at Melbourne Gaol for my son's 9th Birthday. We flew to Uluru, where we celebrated his birthday and he loved his present. On our return, the toy handcuffs were confiscated by security as they were deemed to be a restraint. The only suggestion they would make was to check the toy handcuffs on as excess baggage.

On visiting the Jetstar desk, I was told that I would be charged $60 to check on the toy handcuff (they cost $10).

At this point my son was inconsolable but I was not prepared to pay $60 to put such a tiny item on the plane.

I am so disappointed by the complete rigidity and mean-spiritedness of the Jetstar staff in this situation, not to say money-grabbing ethos that they seemed he'll-bent on honoring.

It is situations such as this that give a company a very bad name and I hope that you will find some way to appease my dismay with Jetstar. All the staff I spoke to accepted how ridiculous this matter was but none were prepared to think of a way to solve the problem, other than demanding $60.