Jetstar Airways
reviews and complaints

Saturday 22 October 2022, I was booked to fly from Melbourne Airport to Coolangatta Airport on flight JQ450, departing at 2115hrs and arriving at Gold Coast Airport - T1 Domestic. PNR: FPB96U. The flight was scheduled to depart at 2200hrs. While waiting at boarding gate 47 there was a change to gate 48 then 52 in about a 20 minute period which caused mayhem amongst passengers! Flight departed at 2220 hrs Melbourne time. At 2244hrs the Captain announced that due to a 2300hr curfew at Coolangatta Airport we would be landing at Brisbane Airport. No mention of this prior to departing Melbourne! My wife had been waiting at Coolangatta airport since 2100hrs to pick me up upon arrival! 2320hrs we landed at Brisbane and directed to carousel 4 to be briefed by ground staff after which at midnight we were taken to Coolangatta Airport via bus. We were dumped at Coolangatta Airport to find it locked. No Jetstar staff or anyone to assist the passengers with getting to our final destinations. Emergency taxi cost me $84.00 for which I am seeking compensation along with $388.67 refund for the total inconvenience caused to me! I finally arrived at my home at 3 am in treacherous conditions 23 October 2022.

reference flight 9.50 this am cairns coolangatta 1777314 DELSGY james has mental health issues and was not allowed on flight was told he was 1 minute late . tried to approach the jetstar counter twice and was refused. now I am dealing with a distraught person that has no money left that you took for no service . he had to be in gold coast for lawyer appointment now he has no more money left for a flight . give it back or ill go to the tribunal with a very very valid complaint. Not withstanding you have made this peson suicidal ombudsman will be very interested . NEVER EVER FLY JET STAR james russell maxwell put his money back and lift your game . idiots cant even talk to someone online meryle maxwell mother and carer. Ive also told the lawyer and the court where he was supposed to attend

I have a booked airline ticket from Sydney to Hobart JQ719 on 31st October 2022. Booking ref SW7SMK. There has been a flight change - email informing me of this received on 7th October. I have filled in the form for cancel and receive a refund twice now. This flight is now unsuitable as i arrive from overseas after the time of the new flight.

I have not received a refund as requested to date. Please attend as i have now rebooked a qantas flight later in the day.

Thank you,

Tessa Hutchison

Launceston to Melbourne 9th October 12.05 delayed 8.00 food voucher doesn’t cover the cost of a sandwich and drink at airport and when on a pension you do not have spare money. The flight was arranged by Patient Travel Launceston and dosent account for food. Flight Melbourne to Launceston 10th October. At airport 2 hrs before flight as required checked in wasn’t told it was delayed went through security and went and sat in food court looked at the screen at our flight and said delayed allocated departure gate cannot remember how long it said now. It has cost me a lot of money for food for my grandson and myself which I had to borrow the money for therefore not happy with the airline. Could say very unhappy and unless it is arranged by somebody else I will not be flying jet star again. To top it off arrived in Launceston at 9.45 then had to travel 2 hrs home with all the wildlife on the road it took 2/12 hours to get there. and at my age it was very stressful.

Have some jetstar vouchers that I am trying to use. When I do a query they come back as invalid. I have tried three things. Twice I have contacted online someone requesting their status. Apparently I have to give the numbers to them. I know this doesn't work as I have like I say tried their website. Tried to speak to someone direct he cut me off. Mind you I couldn't understand him anyway. I did press one for English. As it stands I have these vouchers that Jetstar has issued but Jetstar are unable to advise what their status is. To say I am frustrated would be an understatement. Looks like I have lost whatever credit there is remaining due to them being unable to answer a simple request. They know and have access to their voucher status. I just need help please. Where is their customer service?

Good morning ,

I would like to request to the head of the department/ manager to investigate and take appropriate action against the inferior customer service and discrimination experience we had on 22nd September 2022.

We were at Cairns for holidays with big group of family. Up on return from Cairns at the domestic while we were just looking around for our lunch and all, one of the JET STAR customer service staff has approached us very prior and mislead us.

Her name was Melinda, she approached and mentioned to us, “come over to me and I can help you with check in and will issue boarding passes for all of you”, even it was too early to do so.

We followed her then and at the check in counter she asked us to check carryon luggage, she mentioned that whatever is over carry luggage we need to pay $15 per kilo. Soon Afterwards she jumped on other option and said pay for three bags and you will be ok. She was keep changing the rates without mentioned how actual system works.

My friend was doing check in process at another counter and he told me that he is paying $45 for 15 kilo. When we mentioned this to Melinda, she agreed on that. She hold all of our luggage behind the counter.

We were doing this process way earlier then the time. During this process she has noticed we have 2 three years old kids and they were unsettled. If you check the footage you will be clearly able to notice.

She was literally picking on us. Even with my Aunty (who is diabetic) she forced her to put her medication pouch to weigh in which she had only insulin pen and tablets ( not even mobile in it)

We overheard that she was even talking to one of her co-worker and said seems like they have done shopping.

In fact we didn’t mine and at any stage we didn’t denied to pay for access luggage but her behaviour was completely wrong for the customer service. We literally felt BULLIED, RACISM and DISCRIMINATION.

After we made payment she called her co-worker and told her that “look they paid for two and I ask them to come back to me with 15 kg checked in bags and I will check their baggage weight again”. She just mentioned to come back and didn’t clearly mention the time.

As she has already invited us from nowhere to start the process of check in we went there with our 2 x check in bags and carryon bags. We stayed in the queue and with our bad luck we again got her as our customer service staff at 1:18. As we went to the counter she told that it’s still 12 minutes left and she cannot do check in for us.

I DON’T UNDERSTAND IF SHE IS NOT ABLE TO CHECK IN US BEFORE TIME WHY SHE DRAG US FOR THE PROCESS WHILE WE WERE JUST LOOKING FOR LUNCH OPTION AND HANGING AROUND.

She asked us to go back in the queue which was really long by that time. We have requested her very POLIETELY that the two toddlers we have are really hungry now and struggling but she still denied and told that it’s still not 1:30 and didn’t allow us to check in. Infect we have already finished the process of our online checking 24 hours prior.

At the same time on my friend and his family were doing check in for the same flight without any hassle with another Jetstar staff.

Melinda went to other counter and mentioned to that customer service staff to make sure about weight and zero tolerance for them as well. Which I have literally heard from my friend and family at that counter.

We all feel highly disappointed and racism towards us.

None of the member from our group has said anything back to her but she is keep going on and on to harass us as much possible. She was serving other customers and keeping eye on us and calling us from line.

After staying in line with two little ones (tired and crying) luckily our turn came up with very nice person she spoke to us respectfully as well as said no need to weigh your bags agin if it’s done once and just drop your check in luggage and have a nice trip. We glad and happy with her service.

But from our point of view Melinda is not suitable for her service / she needs lot more training for customer service as well as behaviour, racism and discrimination.

we are kindly requesting you to investigate in this matter deeply and hoping for a reply from your side. If your action will not satisfy us we may need to proceed for further investigation. As we believe that bullying and racism is a big crime and we don’t want to set an example in front of our kids to tolerate this kind of behaviour at any time. I hope you understand our point of view and will investigate properly.

Many Thanks

JetStar,

Yesterday I found out, by coincidence, that our JetStar flight from Singapore to Darwin planned for 23-9, was cancelled.

Our main flights were booked via travel agency Vliegwinkel.nl. The domestic flights I booked myself.

I made a account on Finnair site to look for information about our main flights and Covid, there I saw that information.

We were in shock.

Next week we would fly, but now not arriving in Australia to meet family !

We were not informed by JetStar, FinnAIR and also not by the travel agency about this.

That night I tried to find out what to do and send a mail to Vliegwinkel.nl to inform them and ask what to do.

Next morning I contacted them and asked for support to get a replacing flight to get to Darwin.

No options were possible. We only could cancel the complete flight, so that means, no holiday.

We could not ask for refund of only the canceled Singapore-Darwin JetStar flight.

Not possible in our system was the reply, because all the flights (FinnAir-JetStar) are linked.

Than I contacted FinnAIR.

They offered other flights, but these where a few days later than originally planned.

Not a option for us, because we have hotels and other JetStar flights booked.

They said it was possible to get a refund for only the canceled Jetstar flight.

I contacted also JetStar and they adviced me to get in contact with the travelagency to solve this issue.

They adviced me in searching for another option to get to Darwin in the end, but with delay off course.

JetStar canceled all flights from Singapore to Darwin and this has caused all the trouble.

We were not informed about this change which has big impact on our travel schedule and later budget.

In the end we decided to keep the originaly flight from Amsterdam-Helsinki-Singapore and added flights to Denpasar from Singapore and Denpasar to Darwin.

This was the only option to arrive at Darwin.

The extra costs we made due to this situation :

• 1.700 Euro for booking extra JetStar flights for 2 adults (Jetstar - booking ref. : CJ6NHZ)

• 140 Euro arriving 1 day later in Darwin (1 day Hotel lost)

• 250 Euro lost due to cancellation of flight Singapore-Darwin (JetStar) : No refund possible.

Total costs : 2.090 Euro

Information about bookings :

1. JetStar – Flight number : AY6395 23 september 22:45 / 04:50

2. Vliegwinkel.nl – Booking refrrence : VW-5858478

3. FinnAir – Online Checkin number : PQ3B3R

Overall we were confrontated with extra costs which were not caused by us.

It is obvious that the company who had to deliver a service/inform us, has to take responsibility and cover these extra costs.

Jetstar, this is the claim for compensation for the extra costs, to accomplish our planned holiday.

Kind regards

Richard and Angela van Gaalen

De groote scheerelaan 25

5709 RB Helmond

Netherlands

Mobile +31 [protected]

We have just returned from bali to perth. 31/8/2022. Whilst on the flight we were trying to order some food. I got ignored 3 times by the stewardesses. Finally we ordered 2 cheese and ham toasties. I have never seen anything so disgraceful. Soggy toast.. no cheese and a bit of ham not worthy of being in it. I have flown jetstar for the last 30 years and never experienced anything like this before. May sound trivial but customer feed back is important.

Please change home address on itinerary for Maureen Andrews Flight reference number TFW9QY It has been booked for 28th August 2022. This is not an American address at all and must be changed for me to travel. Please amend this as soon as possible. I cannot travel on this home address. I do not live in America. I live in New Zealand

This was my first time using jetstar and unfortualy I don't think I will use them again firstly flight was changed by the airline secondly checking in with bags at brisbane airport customer staff to busy chatting instead of helping us in the end had to approach them for help still they continued chatting thirdly at the boarding gate one customer service person made a announcement no one heard as I presume she didn't turn it on or not loud enough, flight was delayed no announcement was made eventually one man made a announcement appox 5.30 pm flight was to leave 5.20 pm again could not hear a word fourthly checking in our carry on customer service weighing bags only to stick around 10 minutes or so sending people to pay for extra baggage but all other people sitting with bags not weighing these I must stay the whole experience was totally unsatisfactory is one of the worst i've experienced flying, after talking to people they have also had this kind of experience if you could please explain why some of these issues happened the date of travel 28/06/2002 flight vgp1wi brisbane to sydney

VJKJKM cancelled flight Saturday 11th June. Dismal, had to sleep on the floor of Brisbane airport, all Jetstar and Qantas staff skipped off home while the customers were left sleeping on the concrete floor, in the freezing cold. Should have opened the lounge or let people sleep in the departures lounge. Shocking level of care. Rescheduled flight at 7am the next morning couldn't even leave on time. So again the passengers were left waiting, desperate to get home, the pilot walked passed the passengers boarding. He couldn't even be on time. Elderly passenger wandering around the terminal trying to find somewhere to be able to lie down. Shocking level of care.

wanted to find the flight details for my brother and i peter and robert warner paid for bali flight on 19 june back 2july some body will pick us up at demperar they want flight details want details sent to [protected]@gmail and reciept of payment tried for 2hours yersterday you seem to have no phone axcess only internet finally got a call in to your phillipine call centre after an hour they were hopless they promised email didnt come for christ sake it cant be that hard

I had a jetstar flight booked for Friday 27th May and was on the train to the airport. I was nearly there when I received notification by text and email.

No other flights except for one that same day which stopped in Brisbane overnight.

No compensation for train travel and really no care given at all when trying to claim travel expenses to and from airport.

No care given by Jetstar staff on chat and the queue for customer service at the airport was 50 people deep

Jetstar has been the lose airline in the last 2 trips. Coming back from Sydney to Melbourne last evening they were over 3 hours delay.

This meant cannot catch Skybus to city and sleep on park bench on street. As Uber and Didi charge over $400 for trip to Berwick.

Seems very convenient that all services charge more than 400% typical pricing after the delay.

Never taking Jetstar again as it like hell the last x2 times.

Thank you

Hi, My wife booked flights to bali with jetstar, she is a dis ability pensioner I am a full time carer, this was going to be our 2nd and last overseas trip. The hotel in bali told us we would have to isolate in the hotel room for 10 days. We couldnt do this as my wife has to walk every day. We asked jetstar for a full refund and not flight credits. Jetstar offered 50% refund in travel credits so we lost $600 and cant use the flight credits. Total loss $1, 153.87. As you can appreciate we cant afford to lose this money as this trip was saved for two and a half years. My wife is very stessed over this and cant beleive the way we have been treated. Details of flights - depart syd - denpasar booking ref num NG8KYV dep date 6-3-2022 fl JQ37 return dem - syd [protected] fl JQ38 Total amount payed was $1, 153.87.Could we please have a full cash refund as travel or flight credits will never be used, thank you for your time. Kind regards Peter and Leiane gibbs. [protected]

Auto renew membership function, when set to "do not auto renew " appears to annually reset to "auto renew". Had chosen to opt out for prior years due to lack in fly time with COVID restrictions. Then without warning I receive an auto renew invoice and receipt for $55aud without reminder or 24- 48 hour prior notice of intended payment. Despite their claims on the legality of the transaction, with reference to sign up agreements, I did not authorise the refreshed "auto renew function" and subsequent payment, my banking institution has been instructed on same and payment will be withheld and disputed. The irony is Jetstar renew the subscription on the same day as a Byron Bay COVID lock down, i can not use their product and now never will. Absolute appalling corporate behaviour.

I booked a return flight from Melbourne Vic. to Busselton W.A. via the Qantas Website, which re-directed me to the Jetstar website.

Qantas booking ref. 5612KD / Jetstar ref. PDUH4Y

The Qantas site included 20 kg. checked in baggage, the Jetstar website only included 7kg carry on baggage. Since the flight was with Jetstar I paid for 15kg checked in baggage both ways.

When the confirmation came through it was from Qantas stating 20 kg checked in baggage was included.
I went online to Jetstar without success and finally phoned them on 131:538. After a long time waiting on the phone I was told no refunds were available for baggage payments.
I asked for meal vouchers instead, that was also declined. I was also asked why it had taken me so long to contact them. I booked online July 17. Today is Aug. 4. I explained there has been family illness that has taken priority and I've only just had time to follow this up now.

I consider this extremely unreasonable, as being directed from one website to another with different information was very confusing.

On 9/3/21 I booked a return flight to Darwin for 4/7/21. With the current COVID lockdowns and flight cancellations, we rescheduled the flights and the new flights cost sliightly less than the original booking. We paid for the new flights in full on the understanding that when the vouchers were issued, we would be able to bank them. Jetstar very reluctantly processed a full refund only after I threatened them of losing my long term customer business. It took nearly an hour to resolve!

I have received an email from Jetstar saying my flights have been cancelled. It says to go to 'Manage my Booking'. However all I get is a blank page or message saying 'Unavailable'. I have tried live chat and phone, several times, but cannot get through. in fact none of the contact information works. My booking reference is PG5MSF for return flights Singapore/Darwin on 03 September2021 and return on 28 October 2021. Email; [protected]@live.co.uk

Hey I wish to put in a complaint in regards to the way your staff treated us In Melbourne's Avalon airport on the 27/04/2021.

We arrived at the at 5pm for our 7:15 pm flight. The customer service desk was unmanned so not being frequent fliers we proceeded to security. We said to the guard that we didn't know what to do could he help us as we didn't have tickets only on our phone. He said that fine proceed through. We what until called to be told we cannot catch our flight and need to go book in. Back to the service desk told we have to catch a latter flight and cost another $150 which we had no choice but to pay. Bonnie was very rude insisting she was there when we walked through. But her companion proceeded to say they got there at 5:15pm. When we approached security for the second time the man was very rude saying he did not tell us that and that I was blaming him because he had brown skin. I said absolutely not as I am not raciest. He said it must've been someone else with brown skin however he admitted to being there since 1pm.

I understand that the security guard that gave us the wrong information is not a Jetstar staff member but due to the way we were treat by both him and Bonnie at your service desk I believe a full refund of our return ticket is in order. It has added extra stress time and expense to our day.

Bonnie has not only belittled stressed and confused flyers proceeding to frame us as "liars" and continue to do so for ten minutes or more, she was extremely rude when announcing to the airport as loud as possible that we needed to pay an extra plane fair and we agreed as we needed to get home she proceeded to belittle us as loudly as she could, the security officers could hear her and a woman security officer proceeded to calm us and apologise to us on behalf of Bonnie.
Being in a customer service role she should not have been speaking this loud and abrupt to stressed customers attempting to find their way home.

Regards
Tracy Woodbury
[protected]

Sent from my iPhone