Jetstar Airways
reviews and complaints

Dear Team,

The below Emirates ticket was issued with JQ. Unfortunately JQ261 / 04 Oct, AKL-WLG was cancelled, due to which our client had to purchase a new ticket for AKL-WLG.

You are requested to kindly change the status and let us know how to apply for the refund of JQ flight segments.

RP/KHIPK2106/KHIPK2106 EK/RM 3OCT23/2045Z M2QYW7

1. ASHAR/NIDA MS
2 EK 607 Y 03OCT 2 KHIDXB FLWN
3 EK 448 Y 03OCT 2 DXBAKL HK1 1005 1050 04OCT E EK/E8C22J
4 JQ 261 O 04OCT 3 AKLWLG HK1 1450 1555 04OCT E JQ/ZHSWSI Cancelled
5 JQ 260 H 11OCT 3 WLGAKL HK1 1635 1740 11OCT E JQ/ZHSWSI
6 EK 449 W 11OCT 3*AKLDXB HK1 2110 0535 12OCT E EK/E8C22J
7 EK 600 Y 12OCT 4*DXBKHI HK1 0740 1045 12OCT E EK/E8C22J
8 AP KHI +9221-[protected]-4 - PRINCELY TRAVELS (PVT.) LTD. - A

Reference 6ZUBI3. Jetstar booking cancelled twice; 21/9/23 and 22/9/23 both at very very short notice. Still have not been reimbursed for the cancelled flight. Also want to be compensated for the cost of a flight ticket with Virgin to the amount of $558.89 (booking number with Virgin [protected]) as a result of the Jetstar flight cancellation.

Cedric Halforty

[protected]

[protected]@gmail.com

My wife and myself, as well as Our son, and daughter-in-law were shuffled onto an international Plane bound for Korea flight from Melbourne Tullamarine flight on Sunday 23rd of July after our original flight was cancelled to Sydney. The flight was o.k. But we had to rise at 4am to be on it, When we arrived in Sydney at 9.00am, We and numerous other people were kept waiting for 2 hours and 23 Minutes for our Luggage to come through, we could get NO help from Jetstar, or Airport staff as to why it was taking so long, at last I phoned Jetstar ,and after 38 minutes I got an answer, and only after telling the operator I was going to contact the Television, and Newspaper medias did we start to see some luggage emerge on the Carousel. I am 82 years old, and my wife 81, there was nowhere for us to sit, and in fact we were told by your staff, it was no fault of theirs. I demand a refund for our return flights for Myself, my wife My Son, and Daughter-in-law, as this is shameful, and I have, and will go ahead with a media interview if I do not get a response your company. Signed Donald Stanley Hughe, and on behalf of Patrica Ann Hughes, Anthony William Hughes, TamaraTaylor.as the Flight we arrived in Sydney was bound, and left for Korea. Long before we received our Luggage.

Flight from Bangkok to Melb JQ30 Tues 20 Jun 23 arrive Melb 21 Jun23.

I booked and paid for my seat 57f $28.00. Checked in and everything all good.

Got to gate lounge and told I had to change seats because my was broken.

Boarded aircraft and was seated a couple of rows up. I asked cabin crew was it true that my seat was broken, answer no, Reply was no body wants to sit there because it is too noisy and too much traffic. I told cabin crew that I always book this seat when I travel Bangkok to Melb and vis versa and pay the extra. My partner was suppose to sit in 57e but same problem. Then my and my partners entertainment systems would'nt work long trip home. I was told that I would get a $11.00 refund for seat after paying 28.00. I love flying with Jetstar, don't mind leaving late or arriving late, but I do not like being lied to about my seat, especially when I always booked that one. Hope this helps you.

Rob Fazackerley [protected] Rob.[protected]@live.com.au

Demanded that I take my tiny crossbody purse off for take off and dump it on thr floor. Was fine to fly in the morning with it on was not fine on the way back the same evening. Removed me from the flight despite me taking the purse off forcing me to leave young autistic child and elderly non-english speaking parent behind to travel on their own. Was forced to buy another expensive ticket for a flight 3.5 hrs later that was delayed. My family got lost on arrival and had to wait for me when extremely fatigued. Disproportinate action from a [censored]ty inflexible low quality operator affecting young disabled child and elderly person. I’d rather pay more than fly with this scum again

We paid for 30 kg baggage on our flight from Sydney to Hobart on May 1st and received confirmation from Edreams that we have 30kg baggage A boarding pass was issued to us without the 30 kg baggage. We showed the Edreams confirmation to Jet Star at Sydney Airport and they refused to honour it. We were compelled to pay 90 dollars to travel with our baggage.

We want a refund of the 90 dollars that Jet Star took from us with no justification. So far neither E-Dreams nor Jet Star have taken responsibility.

We also request an apology and a company investigation

1. Since Edreams is an accredited agent of Jet Star it is unthinkable that Jet Star employees should refuse to honour their confirmation.

2. Jet Star rmployees refused to contact Edreams to clarify the issue, and refused to provide me with a number which would allow me to do so myself.

3. The Jet Star employee refused to contact a superior with authority to deal with the issue

Nitsan Rivlin Feldman

Purchased to Staff travel tickets in January 2023. We were unable to use them due to have to fly out of a different airport. I requested the refund the 1st part of February. Hoping the original charge on my credit card would just be cancelled. Instead it took me 4 separate requests for a refund until I finally received any kind of response the 20th of May. Then instead of just crediting the original charge to me, you made a refund in the Australian dollar, which shorted me about 4 dollars. It's the principal that you advertise refunds within 15 days, and that wasn't met, then shorting me what I actually paid you for the unused tickets.

The Charge on my card...
January 08, 2023 JETSTAR0 000000000YQ95S MELBOURNE AU $127.24
The refund on my Credit Card
May 20, 2023 JETSTAR0 000000000YQ95S MELBOURNE AU DOLLAR 185.18 X 0.6677826 $-123.66

I have attempted on several occasions to have this resolved with Jetstar directly. We have received credit vouchers for tickets purchased in the passenger names rather than in the name of the person who booked and paid for the tickets. The issue with this is that three of the passengers are minors, one only being 8 years old, so wont ever be in a position to use the tickets on her own. All I am asked from Jetstar is for the credit vouchers to be placed in the name of the person who actually booked the tickets and physically paid for the tickets. The credit vouchers were received in March 2023 and I have been trying since then to resolve this directly with Jetstar with no success.

Hi, your agent claim that you have paid me $170 for the meal and transport reimbursement due to flight cancellation. However, I have checked with bank and they said that they have not receive any payment from jetstar. Your agent did not resolve my issues and only keep insisting that it was paid already. When I ask for evidence of payment, they are not able to provide.

I originally purchased tickets last year December for flights from Wellington to Auckland and paid NZ 522. My flight reference was WS1G2B and ZPT 89X. I had to postpone due to covid. Jetstar postponed and gave me new flight dates provisionally. I wanted to change those flights to 21 April 2023 from Wellington to Auckland for 2 people. and return from Auckland to Wellington. on the 23 April 2023. I have a credit for NZ 522 as per my original flight. If i want to book those dates for 2 people , it will cost me approximately NZ730 if we fly 21 April at 12-40 pm and return 23 April at 2-50 pm for 2 people.

I understand that flights have increased in price. But if i subtract the NZ522 from the NZ 730 then its about NZ 200 difference. When i called the customer care they said the difference is NZ500 which is too much and a bit unfair as it should be NZ 200 difference.

Thank you

Hello
I fly with Jetstar regularly.
I flew from Cairns to Adelaide and had paid extra for a bundle which entitled me to choose a seat which was 5A. I suffer from travel sickness and pay extra for a window seat to manage this condition.
I checked in at the counter, gained boarding pass and checked in luggage.
When I proceeded to board, I was told by the hostess that my seat had been changed due to a family wanting to sit together.
The new seat location was an isle seat further back.
I explained that I had paid for a bundle specifically to choose a seat and I was told we can move anyone if we choose to do so and a new seat had been allocated.
I voiced that I was not happy that there was no consultation and needed to have a window seat.
The emergency exit row was offered. I have a wrist injury and not suitable.
I was then allocated seat 18A over the wing.
I was made to feel that I was unimportant and that this families needs proceeded mine.
I am happy to help if asked and able however this was not the case.
This was poor customer service from the Jetstar Air Hostess as no apology was given, no compensation and no thanks! Feeling like a misuse of power!
Reference number NGQJ5S
Flight on Thursday 9/3/2023
I would appreciate an answer.
Bronwyn Delaforce
[protected]

We booked our flights with Jetstar to fly 2020. Jetstar wouldnt fly due to covid and refused to give our money back when we asked numerous times. In October 2022 we booked to fly from Perth to Gold Coast and had to pay an extra $800. We then received an email stating Jetstar cancelled that flight and we now will be leaving 6 hours earlier and stopping in Adelaide for 10 hours over night (with 3 young children). When I spoke with Jetstar their answer was we can move you to a day earlier or you remain on that flight. When I requested compensation for the now extra night of accommodation we need if we go a day earlier Jetstar's response was a simple 'no we dont do that'. When requesting Jetstar provide a hotel for our 10 hour stop over through the night of the 18th April again Jetstar's answer was a simple 'no'. To say my family is angry and extremely frustrated is an understatement. The extremely poor response from Jetstar and the utter lack of understanding or empathy is absolutely appalling and to think Jetstar is not open to any form of compensation to us as the customer when they are the reason for the cancellation unbelievable

Jetstar cancelled our flight last at the last minute from Melbourne back to Sydney today evening 09 feb 2023 and when we walk over to speak to services desk the attitude that we got from jetstar staffs was absolutely disgusting, rude, arrogant and zero compassion toward every single person passenger. The 2 names that I got from Jetstar staff at Melbourne domestic airport are Angelika and Alexandra.

They do not care when their customer's (who pay for their wages) situation of having no accommodation over night, cannot get home to see their childrens with medical conditions at all. Not 1 single word of sorry and rudely telling everyone off.

The ACCC, please investigate this airline as this is clearly misconduct and provide a product and services that not suitable for the customers.

I booked a Jetstar flight (JQ724) for the whole family (5 people) to fly from Hobart to Sydney on the 2 January 2023. The flight was scheduled to take off around 7pm. I received a couple text messages from Jetstar at 11:33am on the 2 January saying that our flight was canceled with a link to find options. It's less than 8 hours before the take-off.

I was in shock and panic mode when I saw the message because I knew it is really hard or expensive to rebook flight during the New Year period. I clicked on the link which directed me to a website and there were options to find a replacement flight so I clicked on this option first but couldn't find any replacement flight for the day. This made me even more worried and I saw an option for refund so I clicked on the button without realising that they will refuse any compensation if I made this selection. In the end, I booked another flight with Virgin Airlines to come back on the next day which costed us around $1848 and $374 for overnight accomodation. I would only receive $1077 as refund from Webjet. So the total loss for me is $1145. Not to mention the fact that I lost a whole day and the event caused so much stress on me and my family.

After coming back to Sydney, I've contacted Jetstar for a compensation, but they said because I chose a refund, there will not be any compensation. This made me really upset. How can they refuse any compensation for the fault on their side. Even though I chose the refund option out of panic mode, I didn't realise that it will void all compensation. I think this is very unfair to me and all the passengers who were in the same situation as me on that flight.

my recent trip to Thailand Phuket with Jetstar on our flight over was ok thou a 4 hour delay in melbourne.

it was the flight home thats the issue.

Booked the flights with booking.com knowing the flight was only one stop over from Brisbane to Melbourne onto Phuket, then on return it was to be Phuket, Melbourne onto Brisbine. 4 weeks out from our holidays Jetstar changed to flights home to (Phuket Sydney onto Brisbane.

Get to the airport on the 5th of January to come home and the flights had changed to Phuket, Melbourne, Sydney onto Brisbane with on communication on Jetstars behalf.

The flight in Phuket was delayed for about 45 min, come into Melbourne> in Melbourne there was a 4 hour delay. they told us we had to pick up our bags then go onto Sydney, only to find out we got back on the same plane. get to Sydney to find out our bags were missing.

Missed our flight to Brisbane for we were running late trying to find out where our bags were.

for the next stage of the flight to Brisbane i would like someone to call me ASAP to discuss the Issue. for it will be easer to talk to someone about the gate staff .

Michele Argles

[protected]

[protected]@gmail.com

This is the complete letter from Jet Star:

Dear Frederick Stewart,

Thank you for contacting Jetstar.

I have reviewed your case, and I understand that you are concerned with your refund request for your credit vouchers.

I can now process a refund for the two credit vouchers of USD 1,148.94‬. This amount represents the value of your vouchers [protected] amounting to PHP 32,240 (USD 546.74) and [protected] amounting to JPY 89,550 (USD 602.20).

I already spoke to a number of agent via chat and it is almost two months now and nothing...! that money is for our christmas celebration, my family will be devastated. I already asked them many times. They destroyed my kids christmas.

Frederick Stewart Andrino

Worst customer service I have experienced in my life. I was a passenger on JQ722 flight from Melbourne to Adelaide. My flight was scheduled at 6.30 am on Tuesday(11/1/2022) Morning. I reached airport well before the scheduled time i.e. 1.30 am. There was dead silence in the Jetstar section. I checked twice between (2.30 to 3.30 pm), no movement or any email/message from the airlines about the status of the flight. At 4.30 am when I went to check they said the flight is cancelled & the next one scheduled at 2.30 pm. THERE IS NO FLIGHT AVAILABLE BEFORE THAT, this was the exact words of the service desk personnel. I asked them again & again if there is any another option, but they constantly denied it. I accepted my fate & settled at the airport. After 1 hour when I went to check if anything got updated. I got to know many people have been moved to the Qantas flight for 6 am & we were not informed of this change & asked to continue with 2.30 pm flight. Points to note here are:

1) They lied to me about not having any earlier options & moved other people (mostly Australians) to the better alternative options & left other customers stranded (mostly non-Australians). Clear indication of discrimination, which I think is unethical. (I know this because the personnel were checking everyone's ID & passport before letting them know their options).

2) As per my knowledge, this is against law practices to not inform customers about cancellations. (People got to know about the cancellations when they were about to check-in)

3) I do not buy the fact that 100-120 passengers could "MANAGE THEIR BOOKING ONLINE WHILE STANDING IN QUEUE FOR CHECK-IN WHEN THEY GOT TO KNOW ABOUT THE CANACELLATIONS, HENCE THEY GOT MOVED TO QANTAS AIRLINES"

To conclude I would like to say, this is the worst experience I had in my life regarding airlines services. I had important meetings lined up today & I lost the entire day wasting my time on the airport with no consideration from airlines. I will not recommend to anyone to travel through Jetstar ever.

20/09/2022

Negligent on allowing my daughter to fly whilst aware she was sick, not reporting, could have possibly infected other passengers.

Cancellation of flight for 1 whole week

My 3 year old daughter was travelling back on a flight from Phuket on the 20th of September 2022, we had finally got on a plane after already being stuck over there for a further week due to Jetstar cancelling our flight that was expected to leave on the 13th of September 2022.

My daughter hadn't even made it to her seat before she had started vomiting. I allowed the cabin crew to be aware as she vomited all over the floor. She then yet vomited a further 2 times prior to even getting her seat.

My daughter continued to vomiting through the whole flight and had a temp of 39.

When we were landing in Melbourne I requested to be allowed to hop off first as my daughter have no clothes on and was only in a nappy as she went through all her clothes. I also had to purchase 2 Jetstar blankets as well just to try and give her some form of coverage.

Once we hopped off the plane another Jetstar official was just outside the door with a wheel chair, I said I didn't need a wheel chair just to get my daughter off the plane due to her being ill.

She then asked me when she had got sick, had the cabin crew been informed.

I responded yes as they had to help clean up vomit on a numerous occasions.

She then said that my daughter shouldn't have travelled and why wasn't reported for quarantine. The Jetstar official then had got on the phone to quarantine in the airport where they rushed me through bag collection and customs to get myself and both my children to quarantine.

My daughter 2 days later ended up in hospital. The fact that Jetstar didn't follow the correct procedure from the start is negligent to all customers. They are lucky my daughter was not actually contagious.

This was extremely a stressful time for me and my children as we had already gone through so much with Jetstar, with being stuck over in Thailand for a further week.

I lost a weeks wage, due to Jetstar, a family member who was also with us had his dad diagnosed terminally ill and the stress and emotional turmoil for him was not an easy process.

My children lost time with there father as my children live in another state to him and they were expected to be have his time that I was obligated to give him to a parental agreement that we had written up.

I have tried to have discussions of compensation especially for my loss of income for that further week and they refuse to do what right by me as I am a single mum with 2 children.