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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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11:01 pm EST
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Jetstar Airways sorry we overcharged you, can you pay another $500 so we can fix up the mistake

Booked flights on Jetstar. Sydney to Osaka followed by a return flight from Tokyo. Booked over the phone so we could do a multi-city booking. After confirming over and over again that the price was $1081 I found out on my credit card receipt that they overcharged me by several hundred dollars. I immediately called Jetstar back (10 mins after the booking was made). They apologised and told me they would refund the money. They proceeded to ask me for another payment of $500 to make sure I got the same fare I was supposed to pay for. On top of that they told me that it would take 15! days to refund my money. So a Jetstar employee makes a mistake which results in me missing hundreds of dollars. After complaining hours on the phone a supervisor promised me he was going to fast-track the return, he assured me he money would be on my account within 5 days. This is the only reason I agreed to paying another $500. I ensured Jetstar that I could not miss the money for 15 days since I am a student and have bills to pay. They once again promised me that the money would be in my account in 5 days. They forced me to book another flight with them else they would send me on a one way trip to Japan. They also said that if I waited for the refund to rebook they would charge me a lot higher fare..

I spoke with Mastercard who told me that it is fraud and illegal what Jetstar have done. The only reason they advise me to not get the money back through them is that they are afraid Jetstar won't let me board my flight..

It is now 8 days later and I still don't have my refund and there are bills to be paid. I called their call centre who basically claimed that I was lying because their notes said it would take 15 days for my money to be returned. Nothing that me and the supervisor spoke about had been documented.

Currently Jetstar has over $1700 of my money while they should only have $1100...

They are rude to me every time I call and are actually stating that it is my fault that this all happened to begin with.

Never flying Jetstar again... They put me in a very difficult financial position and have treated me in a away no other company has ever dared to..

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5:19 pm EST
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Jetstar Airways flight insurance not claimable

Do not waste your money on insurance when you fly on Jetstar, because they will side the insurance company when there is a case. My recent experience was for a claim on flight delay of 6 hours on a return trip from Bangkok to Singapore on flight 3K516 on Novenber 20, 2010. The flight was delayed from 3:45 pm to 9:45 pm. We were told by the flight attendants that the delay was due to a mechanical fault, and the plane needs to go through an emergency parts replacement. We were told that this the delay is insurance claimable. However, when I received the letter from Jetstar for proof of flight delay to be submitted along with the claim form, my claim was rejected. This is because the reason for flight delay was explained in the letter as, "operational reason". When I contact them, they told me that I need to write to their HQ in Australia via snail mail, and that the office in Australia does not have an email address!

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11:31 pm EST
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Jetstar Airways mastercard

We have applied for a Jetstar Credit Card so that we can received a $100 flight Voucher. And the only condition was we made a purchase and then they will email it us within 60 days. But until now, we still haven't received anything! Called them three weeks ago and still haven't got the answer! What a joke and giving fault information to the customer! Don't apply and trust their credit card!

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4:55 am EDT
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Jetstar Airways did'nt recived e-ticket

Urgent !

I booked jetstar airways ticket from the official website for trip singapore-surabaya and i have error message when i finished doing payment using credit card.
I was asking my bank and they told me that the payment is succeed but i did'nt recieved e-ticket in my email.

I was trying to contact call centre in other country (singapore. Now i am in malaysia) but no body talk to me. Only the machine played some advertising all the time.

Today is 4 days before my flying date.

Please help me !

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11:23 pm EDT
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Jetstar Airways credit card fees

I recently booked flights from Newcastle to Brisbane and return for a friends wedding. Jetstar had the hide to charge me a $14 credit card fee. Apparently you are charged $3.50 per person plus you are charged $3.50 each flight. It's highway robbery to be able to charge that amount especially when there is only 1 booking & a standard fee should be charged regardless of how many people are flying. What if you were booking flights for 20 people, then bloody Jetstar get and extra $70 from each of those people plus an extra $70 if they have return flights with them. I think that's very disgusting & amounts to theft as far as I'm concerned. They should be only allowed to charge 1 flat fee for credit card processing. I notice they don't charge any fees if you sign up for one of their stupid credit cards. Like there's any chance of that happening! THIEVES THAT WHO JETSTAR ARE!

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10:53 pm EDT
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Jetstar Airways - the jetstar customer care team

Please allow at least 15 business days for a response from one of our Customer Care analysts ?????? Dear Ah Sheng, Thank you for letting us know about your Jetstar experience. We really do value the comments we get from our customers (both the good and not-so-good) as they help us make Jetstar a better experience for all our customers. Please allow at...

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12:48 am EDT
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Jetstar Airways where is my refund???

Called again today july 26 @ 1.00pm [protected] no one pick up the call, 1.00pm

I'm waiting 12 minutes to listen the ###ing jetstar advertisement and still no one pick up the call

----- original message -----
From:
To: customer.[protected]@jetstar.com ; [protected]@jetstar.com ; [protected]@jetstar.com
Sent: saturday, july 24, 2010 9:12 am
Subject: where is my refund?

Dear jetstar,

What is the problem with your customer phone number [protected]?
I'm wasting rm20 call this number and keep me hearing your stupid machine advertisment, none of one real person pick up the call! i have been call up this number since june until today, where is all your person going? can find someone pick up the call!

I called may 20, 2010 (thursday) @ 14:53pm spoke to a gentlement name joe about jetstar have wrongly charge me rm275.00 for invalid transaction number 74544150119090000xxxxx. i been told by this gentlement the money will be refund to me on my next month credit card statement. i already received two months credit card statement since i complaint! not a zero cent is refund to my credit card

I want my money back!

I'm very... not satisfield with the service your have

From unsatisfy customer

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frustrated flyer
, AU
Dec 14, 2010 6:47 am EST

refunds, what a load of $%^&^, i called jetstar to cancell a return flight from mackay to brisbane, even though i am not due to fly for another week and the seat can be easily booked by someone else, i called their number 131538 only to get a call centre in malaysis, a lot of good that is for me, the person i tried to talk to was the most rudest person i have ever spoken to, when i asked to speak to his supervisor i simply got cut off, so looks like jetstar are making money from people who need to cancell due to issues beyond their control, this is simply double dipping, if i could cet through to jetstars office here in australia i might have a chance of a refund, unfortunately their Melbourne office number simply diverts to a call centre overseas, what happened to the fair trading act,

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4:02 am EDT
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Jetstar Airways rude and unprofessional check-in counter staff

I would like to bring to the attention of the relevant authorities of Changi Airport terminal one regarding an unpleasant incident that took place on Tuesday, 6 July 2010, at Jetstar check-in counter Row 10 at approximately 2:10pm. The counter staff, Nasihah was extremely rude and unprofessional. As soon as she walked to the counter, she put on a sulky face and even ignored me when I greeted her. She refused to look at me when speaking and treated me as if I was dirt. I honestly was taken aback by her standoffish mannerism and extremely bad manners. I have never encountered such rude behaviour from any Jetstar staff in any of my trips abroad. Jetstar is my preferred airline when I travel to Singapore twice a year and I have always been very impressed by the excellent service of their counter an in-flight staff, so this was a real shock to me. I have also never experienced this form of rudeness from any staff at Changi Airport which is so well known for great customer service. I know that Mr Lee Kuan Yew is a great advocate of courtesy as I grew up in Singapore under his leadership. Hence, I hope that the relevant authorities take a serious view of my complaint and conduct an investigation into the matter. I strongly feel that one irresponsible staff member should not be allowed to bring down the good name of the airline as well as Changi Airport. A feedback form has been lodged at the airport on the day of the incident. I look forward to hearing from the authorities concerned on the outcome of my complaint via email. Thank you and regards, Jennifer Vasavan

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Update by jvasavan
Jul 24, 2010 8:16 am EDT

The Jetstar staff (her name is Nasihah) walked to the counter at around 2:10pm on the day with a moody face. When I greeted her 'good afternoon' she totally ignored me. Although she did that, I waited patiently until she completed whatever was necessary for me to check-in n then moved on to get a feedback form n complained directly in writing on her bad mannerism for no reason at all. Nasihah was very unfriendly n curt n treated me as if I was dirt. For a front line counter staff I think that is unacceptable behaviour. I have since received a response from the airport assistant manager who assured me that she would be referring my complaint to Changi International Airport Services as the staff was a ground staff of that section.

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wtsy
mississaug, CA
Jan 24, 2012 7:43 pm EST
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this incident was 2010 mine was 2011 i am not sure if we are talking about the same person but read my experience with this horrible airlines!

A horrible experience with Jetstar
by Wilmarie Sy on Sunday, January 1, 2012 at 9:09am

On November 24th, my husband and I flew with my daughters to the Philippines for a month and a half long vacation to visit relatives and on December 28th 2011, I flew to Singapore via Jetstar with my 2 daughters, ages 5 and 3, my husband stayed in the Philippines to attain to his side of the family. It was our first time in Singapore and we immediately fell inlove with the cleanliness and the diversity of people. It was our vacation from our vacation and I couldn’t have asked for more, little did I know that this was to be short lived. On December 31st at12:15 am, we were scheduled to head back to Manila via Jetstar airlines, this was supposedly the case!
The trip of a lifetime turned into a nightmare. We arrived at Changi airport at 5:30 p.m., hoping we'd be able to check-in early, we were told to come back at 10:30 that night. At 9:30 p.m. the counter opened and we lined up. After I presented our passport to the lady at the counter, Nursharida, she had asked for our return ticket from Manila to Toronto, the country we originated from, without telling me why she needed it. I told her that I didn’t have the ticket since I left it in Manila, It seemed meaningless since it was not a transfer ticket from Singapore to Toronto and the tickets were purchased separately. She made me go to Cathay Pacific to obtain a copy of our ticket which showed our scheduled flight from Manila to Toronto on January 2nd, 2012. I was very tired and already upset. After I had given her the print out, she scrutinized our travel documents and told me my 3 year old daughter's passport is not valid since it is expiring within 6 months, not yet expiring, or expired, or will it be upon arrival to Toronto, but will be within 6 months!
Nursharida refused to let me and my daughters board the flight due to my daughter's passport “validity”. At this point, my 5 year-old daughter was crying as she understood what was going on. I asked to speak to a manager and she gave me the phone with someone whom was apparently was Robert Lim, the manager. He refused to listen to what I had to say, nor let me have a word in edgewise! Point black, he said that we cannot board the plane.
What I don’t understand is why was my daughter given a visa to go to Singapore, and be able to go through Singapore Immigration upon arrival? Why were we allowed to leave Jetstar from Manila to go to Singapore? The 2 days between the dates from when we arrived to our departure could NOT have made an impact on the validity of my daughter’s passport. And if that was the case, why was it not inspected boarding Jetstar in the Philippines, or questioned even?
Every single employee of Jetstar in Singapore that night was not helpful at all. They did not do anything to help, instead they kept saying, “We are just protecting our job”. They didn’t want the airlines to have to pay a penalty if immigration were to fine them because of my daughter's passport validity, which would have been the case had my daughter’s passport actually been not valid. I begged and cried, but there no sympathy from the Jetstar employees that night. My daughters were crying, tired and exhausted, but nothing. I had no family or friends in Singapore, it was just a country I knew because of geography, I had no money and to sum it all up, we were helpless.
Nursharida, Jetstar employee, Robert Lim, 3k Asmidar, Thank you for leaving me a distasteful experience of Singapore!
I need an explanation why Singapore immigration budget terminal had told me today that Jetstar shouldn’t have done what they did, and that I should have been allowed in the plane since I was cleared when I left Manila, and that Singapore Immigration already knew the case of my daughter's passport.
This is not a threat but I just want to let people know that I will make sure everyone I know knows of what Jetstar did to me and my kids. 3k Asmidar and Robert Lim were apparently aware of the situation I was having. Nursharida insisted that I stay in Singapore until I renewed my daughter's passport. Embassy is closed until Tuesday. We fly back to Toronto on January 2nd. My daughter's passport is STILL not expired!
Thank to friends and family in the Philippines, we were able to take another airline back to Manila today via Cebu Pacific, they were aware of my daughter's passport situation and they were fine with it since I have a return ticket back to Toronto. My daughter is not a flight risk, nor a job risk!

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Jetstar Airways flight booking

I booked a flight on the Jetstar website flying to Sydney for the weekend, with my lovely girlfriend. My booking was processed and I was given reference details. I paid via internet banking and handed over my details and in good faith, left the matter to be sorted. It informed me..like all internet banking, it may not occur immediately, and may take several days. The matter was left at that.
I then attempted to e-check in 50 odd hours after the booking had been made, and my reference number was "invalid". My order hadnt been processed. I called Jetstar, and was rudely treated. The blame was placed entirely on me, and they informed me I should have contacted them within 24hours... even though their site informed me internet banking transfers may take 48 hours!
They then proceeded to charge me $80 more for the flights I had purchased. To make matters worse, they used EXACTLY the same reference details.
It's pathetic these airlines use and abuse customers, and take advantage of us.
Their argument was I should have contacted them when I didnt receive a confirmation email...
I responded:
a) I was told it may take up to 48 hours to process
b) if the transaction had failed...why couldnt they email me to inform me!
Instead, they put you through hours of stress, with no remuneration and charge you more for exactly the same flight!

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extra $1500
, AU
Jun 30, 2011 1:57 am EDT

Had a similar situation. We had seet numbers and everything, but got our money returned A WEEK LATER with no communication at all. They appear to have poor processes in place... i.e. if they can send you an email to CONFIRM your booking, why cna't they just send an email to tell you it bombed out? ended up costing us an extra $1500 for our family holiday! Plan to write to the CEO

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Jetstar Airways staff approach

Flight JQ 935, from Cairns to Brisbane.

my mum, dad and wife and I flew from Cairns to Brisbane on 19th Jan 2010.
My mum and dad ordered a beer, but my pregnant wife was sleeping so I didnt bother.
My Dad got up and passed me half of his beer in the can.
Then, a rude lady approached, jumped on the 3rd seat which was empty, woke my wife up and said in a loud stern voice, "where did YOU get that beer?" this designed to embarass me as she had clearly found out from one of the other cabin members that I hadnt purchased a beer.
My reasons for beleiving this are that lady didnt serve me and wasnt around when the drinks were being offered.
I explained to this lady that my father passed me half of his beer as I didnt want to wake my wife.
She accepted this, but it left a nasty after taste and I was furious.
The next time I saw a cabin crew member, I complained about the attidtude of the lady and the fact that she had awoken my wife.
The lady sheepishly informed me that this was the team leader Lisa.

At that point it became clear to me that this was an "I'll show you how its done!" approach.

There was no apology or any attempt of communication from Lisa or any other of the cabin crew members thereafter.

In fact, Lisa avoided me like the plague for the rest of the flight,

A nicer approach would have done, or even an apology or general explanation, but there was none of this, she just upped and left.

I manage 12 managers who manage 275 frontline staff, I have to say, If I were treat to treat people like that, I would not last long.

Lisa, get a grip. If you make a mistake, admit it. You were hard faced enough to approach me in the first place, at least have the decency to see the job through and explain the error or thought process.

I have to say, I flew with Jetstar from Briabane to Avalon on 6th Jan 2010, and back on 8th Jan, both flights were superb, as was the flight to Cairns from Brisbane.

Unfortunately however, you tend to remember when you have been treated in such a manner and this overshadows the brighter aspects of Jetstar.

I would like to see Jetstar take the correct action towards this 'team leader', I believe an emotional intelligence course would suffice.

Scott - UK

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say it as it is
Yakima, US
Jul 09, 2015 12:45 am EDT

zeenat khan, stop mistaking being told no as rudeness.

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Zeenat Khan
, NZ
Jul 09, 2015 12:00 am EDT

Staff approach... Today the 9th of July 2015 me and my partner were due to fly out to Auckland from Christchurch departing 12.20 pm (JQ 250). A very rude and impatient woman attended to us. Well, had no name badge and I have no choice but to identify her as Indian decent, told us that we could not sit together as our booking was done separately...ok my ticket was mucked up but we flew with the same ticket from Auckland and a very kind lady at the counter had no problem giving us a seat together. Being told we could not sit together, was ok but told so rudely and totally wouldn't even give a chance to speak and hurried us through saying it was a full flight . We checked in, and really were upset with her attitude, my partner couldn't stand how we had been spoken to, so went back to the counter where he approached someone different. who instantly said " no problem at all" and instantly changed the boarding pass, giving us a seat together, understanding that we didn't want to sit separate . However the nasty woman put a real bad taste to my mouth after such a great trip to Christchurch. Whatever happened the mannerism? What she doing at the jetstar counter if she hasn't got people skills. Such people ruin traveller trips. You can at the very least talk with respect and kindness.

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Jetstar Airways poor service standards from jetstar - is the best jetstar can offer?‏

I am writing in to share a very unhappy experience in customer service standards at Jetstar.
Despite strong advertising and quality assurances from their website, I found that the customer service at the call center still has a long way to go. Is it Jetstar's policy to impose unfair procedures and poor service standards upon good money-paying consumers?

My wife and I has been looking forward to our holiday in Bangkok in May which we had spent the last 6 months planning for.
However, the recent developments and the escalating violence in Bangkok has derailed our holiday plans.

This has been a disappointment to us, but it was not the most frustrating event.
We had chosen to fly via Jetstar, and it has been one of the worse decisions made so far.
It has totally destroyed my mood for the holiday.

Jetstar had not been helpful with the updates given only five days before the flight date on flight arrangements since the instability in Bangkok.
My wife had called in on late-April 2010, and was informed that no changes in itinerary or flight dates can be made for our flight on 20 May 2010, and that there will be no refund. We left our feedback with regards to our concerns.

Kane reverted with a phone call, and when he was asked what could be done, he replied nothing and cited company policy as his reply, and that information will only be given five days before the flight. When informed of our inconveniences and our wish of not incurring unfair costs, and that Jetstar should give a satisfactory answer to consumers' concerns, he shouted that it is the company policy and that it was our problem, not his.

Imagine our shock at receiving such a reply!
Does Jetstar not place any concern on the customers' well-being? Being in the travel industry, Jetstar should know and understand the costs involved in hotel cancellation and last-minute flight booking fees. Are we to be placed at Jetstar's convenience, and thus, incur such unnecessary costs?
Is it the company's policy to disregard inconveniences to the customers when we have to make travel plans amendments at late notice?
The performance of the service staff, Kane leaves much to be desired as well. Does Jetstar not send the service staff for quality training?

On 16 May 2010, at around 12am, I made another call to Jetstar to check on the status of the flight booking. This time round, I was informed that we are able to choose from three alternatives. I was assured that customers can choose to either change the itinerary, flight dates or get a full refund, and that what was conveyed to me will be uniform throughout the company.

A few hours later at around 2.45am, I called in to cancel the flight and to obtain a refund as our travel plans will be changed.
I was received by Mike. Mike contradicts what his earlier colleague had informed me by saying no refund is allowed. He empasizes greatly on company policy not allowing a refund on our flight, and repeatedly interrupts me when I tried to speak.
Mike is clearly not capable of assisting me. Even so, he outrightly rejects my request to be referred to his superior or a higher authority, claiming that he has every right to do so.

What irks me is that there is no consistency in what is being conveyed to the customers, and that the customer service provided is totally different from what was publicised on their website. Mike has shown me that does not understand and is not capable of quality customer service. He blatantly displays a major disregard for the customers in his display of poor work attitude and unprofessionalism during our conversation. These actions further cement my opinions on the Jetstar experience being significantly in contrast from their assurances online.

There is an obvious lack of hospitality - be it Australian or Asian, and as much as the staff may enjoy being a member of the Jetstar team, I am sure I will definitely not have a travel experience that is refreshing and enjoyable. Judging by how pre-travel has turned out, that is.

What is further appalling is that both Mike and Kane are of a Customer Service Manager-level. What statement is Jetstar telling the public with such customer relations personnel?
We have made calls in to check on Jetstar's developments from April, but were halted by their procedures. Our efforts at being proactively responsible for our own holidays were not appreciated by the service provider.

Alternatives now proposed to us includes itinerary changes in which we have to top-up to current day prices. This is unfair as we had expected this scenario and our efforts to avoid it way back in April 2010 were disregarded by Kane and Mike, both representatives of Jetstar.

Changes to flight dates are available, but the dates are only till 30 June 2010. We have already made arrangements at our work, and this short period of available dates is very unreasonable.

There are many serious considerations which seems that Jetstar has not given due attention to - from the quality management to the actions taken for contingency plans. Even though I understand that the calls were routed to Jetstar's Melbourne's office and we were received by the Melbourne's staff, it does not mean that such service lapses should be allowed.

Our request for a refund were made after taking into consideration the advice given by the Ministry of Foreign Affairs, and the shortcomings of the remaining two alternatives proposed. The other reason being a huge disappointment in Jetstar, and that I wish to bring any current and future business of mine away from the company. The company has failed to give me any options for an everyday low-fare travel based on the high overall costs to my preferred destinations, nor does experiences to date show that I will be enjoying a refreshing travel experience.

From experience shared by my peers, customer-care actions in the handling of flights to Bangkok in the relevant period by other budget airlines, i.e. Tiger Airways were more considerate of their customers' needs and concerns.

Singapore has already established herself as a country with applaudable service standards, I sincerely hope that such service lapses will not affect us.

I will definitely think twice when choosing Jetstar, personally feeling that they have established themselves as an organisation with no relevant concern for their customers, and will strongly advise all other potential travellers to consider their choices wisely.

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Jetstar Airways lack of customer service

I have many problems with this airline and hyere are the letteres I have sent to the with stil no outcome. Please help.

Ref: BNE JQ 826 06 JAN 10 / V1V46L

Dear Jetstar Customer Relations,

I am writing to now make an official complaint regarding the way that I have been treated, spoken too, messed about, lied too and had costing made to me in an unacceptable way by your airline that advertises as ‘an airline that likes to save you money’.

The bullet points below summarise what has happened:

* I booked a flight from Sydney to Brisbane whilst in the UK, I called the service centre at a later date to add baggage allowance. After an hour on the line and not getting to speak to anyone, I gave up as it was costing me so much money, I tried a number of times to do this.

* On the 6th Jan I checked in for my flight at Sydney airport to be charged $110 for baggage allowance, I explained the situation that I had tried to call and arrange for it to be added to my booking as it was cheaper, but I was told I would have to pay the amount or not allowed to take the baggage.

* Around the 8th Jan I called the customer care centre to wait over an hour to speak to someone who then told me I would have to write in and gave me the address to do so. Around this time I sent a letter to you at this address to explain what had happened.

* A member of your team called me to resolve the issue, and stated that there would be a $50 voucher issued to me via email within 5 days and when I book another flight the voucher could be used.
I was happy with this outcome.

* Over 2 weeks later the voucher had not arrived so I called you ounce again to see what was going on and I was told ‘we are very sorry the voucher was not sent and we will send it again’. I was told it would arrive within 48 hours via email.

* Funny enough 2 weeks later the voucher had not arrived! Once again having to call your ‘service’ centre to once again see what was going on! On this occasion I was told that a member of the customer relations team would be contacting me within 48 hours!

* A member of your customer relations team (Adam) contacted me and said that there was a mistake made, apologised and said that he would increase the value of the voucher to $100 and this would be issued within 48 hours and that he was also passing this onto supervisor to see if anything else could be done. I was not happy with this as the previous phone calls had already cost me $80 so the problem from the beginning with the baggage charge had not been resolved. This was around the 15th Feb.

* Then guess what? 4 days later I still had no voucher! (Eric) in customer service (yes I had to call again) said that he would get a call back within 48 hours from customer relations….. 48 hours later…SO did (Rob) in customer service…. As I had to call again as no call back was given.
In-between all this I have sent 2 emails to which guess what? I have had no reply.

* I booked a flight to Sydney to leave on the 25th Feb. I paid full price for this flight.
The $100 voucher arrived the day before the flight. As you can imagine, I found this very useful or not as I had just paid full fare for a new flight, a very good way to save your customers money indeed.
The day before my flight to Sydney, I went to the check in desk 2 hours early to speak to someone about the problem I was having, I went to the check in desk as obviously there was no customer service desk.

After nearly 2 hours a member of staff at the airport in Brisbane managed to get one sector refunded for me at a value of $89, this would have covered the cost of my Phone calls and then the voucher that was sent would have resolved the issue at the beginning. I then thought that I would not have to speak to anyone else from Jetstar again! How wrong could I be.

* When I returned from Sydney, I went to book a flight from Brisbane to Melbourne for a date in May, using the voucher that I have waited nearly 2 months for, to find the voucher was invalid and could not be used.

I called ‘customer service’ and once again waited 45 minutes to get through to then be accused of using the voucher already and how dare I call. Apparently I had used it for a flight to Sydney on the 25th Feb, Which works out the refund that was issued was given instead of the voucher, which was not the agreement. I was disgusted at this attitude, lack of respect and rudeness by your customer ‘service‘ agent. But there again what can I expect from such a badly ran company.

I requested a call back from the customer relations team to find out what was going on. This was on the 14th March. Funnily enough it is now the 19th and I have had no call back.

I have no idea why you have a customer service centre that has no idea how to provide a service and a customer relations department that have no idea how to build good relations with customers?!

What I want from this is to resolve this issue with a written apology, the voucher returned to me at a higher amount and within a time frame that is kept too and to be at least treated with respect as a customer.

I want to make you aware that I will not be contacting you via telephone, email or letter again, I will be going direct to a newspaper, news company and use the internet to publicise your extremely bad and ignorant way that you think you can treat customers that spend money with you.

For an airline that advertises ‘An airline that likes to save you money’ I find this to be a total lie, and from recent events that are already on the news I think others agree.

I look forward to your reply very soon, and I hope not to be waiting another 2 months for this, also I do not wish to be left voicemail to call you back as like I have stated already I will not do so.

I then sent a letter to The CEO of jetstar with stil no reply...

Dear Bruce Buchanan of Jetstar Airlines,

I write to you in reference to my previously sent letter which is attached and which your company emailed me stating that they had received.

After waiting 3 weeks for Jetstar to reply I have no option but to do what I stated in the previous letter unless we resolve this matter immediately.

I will commence distribution of this complaint along with witness statements and call records over to the news agencies, reporters and various websites around the world if I do not have a reply within 5 days.

I will be doing this with the support of, witnesses who have been present when I have called Jetstar time and time again, call records that I have gained from my telephone network company and the help of Robert Heath Solicitors, Brisbane.

I see Jetstar as a company that has total disregard for customers. So much so that your complaints team can’t seem to deal with complaints in a time frame that is set by themselves.
As for a call handling agent, answering a telephone call in a decent manner, is unheard of and a waiting time for them to do that is a disgrace and if you are lucky to get in contact with one of these rude agents you normally get ‘cut off’ as they don’t seem to be trained to be able to transfer a call in a correct manner, all of which I have proof of.

I hope to get a reply from you to resolve this issue.

Regards

Jay Williams

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Jetstar Airways rude customer service

I write in to complain on Jetstar customer service officer. They are very rude and not professional at all. They do not have basic manner and not helpful at all. According to them, the main head quarter is at KL. I still need to send my requests to KL in order to get it. This type of service is not efficient at all.
Then don't provide the number [protected] since the customer service is not at singapore. Wasting customer time to call up but they did not provide the correct service.

I am really very disappointed with the service.

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8:38 pm EST

Jetstar Airways pathetic jetstar management and contingency plans

I had been planning a trip to go and visit my girlfriends home town near Hiroshima for about a year. I thought I would fly the cheapest airline and Jetstar was the obvious choice, I even splurged a bit and paid for starclass to japan but economy back (starclass was not really worth it unless you have over 20kg of baggage). The flight to Japan went smoothly but problems occurred on the flight back.

The flight from Osaka back to Australia was originally scheduled to depart at 8:05pm but about a 2 days before the departure date I received an email from jetstar saying that the flight time had been changed to 8:20pm, this was not a problem as it was only 20 minutes later. I arrived at the airport about 2 hours before the new departure time and checked my baggage and had a walk around before going to wait at the gate. The plane arrived about an hour late, not really a problem as I was just happy it was there. All the passengers boarded the plane and it began to taxi out onto the runway. After moving about 10 meters the plane stopped and the captain came onto the speaker saying that there was a problem. We just sat there for about half an hour until the captain said that there was a problem with the front wheel of the plane and that we all had to get off until they fixed the problem.

After getting off the plane I headed straight for the beer vending machine and then to the smoking room where I met Yuki, a Japanese girl and Leighton, a guy from New Zealand. We spent most of the next few hours there chatting and debating whether we were actually going to fly until about 1am in the morning there was an announcement that the flight had been canceled and everyone would be put up in a hotel for what remained of the night. All the passengers then went back through security to collect their bags and wait for about another hour to be assigned a taxi to take us to a hotel. While waiting in the line a woman went around asking if people had any duty free items. She would then take the items and give you a small bit of paper with a barcode (more on this later). When we got to the hotel we were each given a room and headed straight for a little convenience store inside the hotel as we were all starving hungry. We spent the next hour and a half chatting over a couple of drinks before going to bed.

The next morning I woke about 9:30 and went to see if Yuki or Leighton had heard anything. They both had received phone calls from Jetstar informing them that they had to go to Tokyo to get a flight that night. I waited about 20 minutes for my phone call from Jetstar but no call came, so I rang Jetstar. I was told that I could wait another 2 days for a flight out of Osaka or make my way to Tokyo to get a flight which departed at 7pm that night. I was obviously not happy with these options but chose to go to Tokyo. Luckily Yuki also had to go to Tokyo to get her flight and could help me (as I don't speak Japanese).

We had to take a total of 4 trains to get from the hotel in Osaka to Narita airport in Tokyo. Navigating Japanese train stations was a nightmare with heavy luggage, but we finally got to Narita airport just in time to check in for each of our flights, Yuki had to run to her gate. The trip from Osaka to Narita airport took neally 7 hours and cost me 16, 460 yen (just over $200 australian)

The upgrade debarcle
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As I had bought a starclass seat to Japan and an economy seat back, I thought that if I had enough yen left and had over the economy luggage limit that I would upgrade my return flight to starclass. When checking in at Gold Coast airport for my flight to Japan I asked the receptionist what the process was to upgrade. I was told that if I called jetstar within 24 hours of my return flight that I would be able to upgrade. So, The morning of my flight I phoned jetstar and asked if I could upgrade to starclass, the person on the other end of the phone told me that there were plenty of starclass seats still available and in order to upgrade I had to do it when checking in for my flight, no worries I thought. But when I went to check in for my return flight and asked to upgrade to starclass, I was then told that while there were starclass seats available, jetstar no longer allowed people to upgrade. Why the hell wasn't I told this before?

Duty free... not with jetstar
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While waiting for the original plane to come home from Osaka, I thought I would buy a carton of smoke as they were so cheap (about A$20 for a carton of 10 packs). But when waiting in line to go to the hotel that night after the flight was canceled, the jetstar staff went around asking if anyone had and duty free and if so it was taken off you and you were given a piece of paper with a barcode on. (I am assuming this is because you are not allowed to go outside the airport with the duty free).
The next day when I checked in at the airport in Tokyo for my new flight, I asked about my duty free. The receptionist did not have a clue, so spoke with her manager who went and made a phone call and then came back to me and told me that I would be able to pick it up when I arrived at the Gold Coast.
When my horrific journey was finally over and I had arrived at the Gold Coast I went to the jetstar baggage counter to collect my duty free cigs. The receptionist there told me that she had no clue about the duty free or the piece of paper with barcode on which I was given in Osaka and that the duty free might be on the plane but would be unloaded last, so I had to wait.
I waited about an hour until the receptionist said that it wasn't on the plane and that she had no idea where it was. She then took my name and number and a description of the duty free and said I would get a call when it arrived (she also did this with a few other people who were in the same situation).
Two weeks went be when I finally recieved a call about the duty free, It was a woman from customs and she said that my goods were available to be picked up from customs at the Gold Coast airport. This wasn't really a problem as I had to go and pick my girlfriend up a couple of days later anyway. When I went to pick up my duty free, I was in for a surprise, I had to pay A$57.84 in Tax...WTF. After telling my story to the customs officer, she said she could not believe what jetstar had done but that there was nothing she could do and that I should take the matter up with jetstar. I just paid the tax and got the hell outa there.
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After being back in Australia a couple of days I thought it would be a good idea to phone jetstar to express my complaints and try to get a refund for the train trip from Osaka to Tokyo (which I had been told I was entitled to by jetstar staff). This in itself was not a pleasant experience. After searching the jetstar site for a while, it seemed that jetstar only had one number that they can be contacted on, so I rang that number. When I rang the number I was presented with a few automated options, the standard for a large company these days I suppose. As no other options related to my call, I chose the last option which was to speak to a representative. This then diverted me back to the same options again, hmm I thought, I'll try again. This then took me back to the same options once again, What the hell? Even there phone options are broken. After selecting the option to book a flight I eventually got on to a sales rep. who was obviously based in India. After explaining the situation to the rep. I was told that someone would phone me back in the next 72 hours.

The next day I received a call from a jetstar employee and I proceeded to explain the situation to him. He gave me the standard spiel on how he understood my situation and that he would help me, he also told me that I could get a refund for the train from Osaka to Tokyo. I told him that I did not really think this was enough and he then offered me a $100 or $200 (I can't remember) voucher to fly on jetstar but that the voucher had to be used on a flight that was booked within 3 months and departed within the next 12 months. This voucher was of no real use to me as I had no plans to fly within the next 12 months, and even if I did I wouldn't be booking within 3 months. I explained this to him but was told that this was all he could do. I then asked to speak to his manager but was told there was no one above him that would speak to me on the phone and that if I wanted to take the matter further I would have to put it in writing and send it to them (he then gave me an address). The call ended there, I was not really satisfied but was happy that at least I would get a refund on the train.

Just under two weeks went by and I still had not send the information to jetstar for a refund on the train trip. I had just returned from collecting my duty free (outlined above) and thought I should phone jetstar again to explain the duty free situation. When I phoned jetstar I once again got into the stupid phone message loop but finally got on to someone who once again told me I would get a call back within 72 hours. I got a call back a couple of days later and explained the duty free situation to the rep. She told me that it was a matter I would have to take up with customs and I then told her that customs had said I had to take it up with jetstar. I also explained that I believed it was because of jetstar that any duty had to be paid at all because it was jetstar who had taken the good off me in Osaka and had failed to return them before I arrived back in Australia. She then told me that there was nothing that she could do and that if I wanted to take the matter further I would have to put it in writing and send it to jetstar at the same address given to me the first time I called. This is where the call ended.

As you can see from my long post, I am not happy. My complaint is not really at the jetstar employees, they always seemed to help me and do what they had the power to do. My problem is really with the whole management and seeming lack of communication within jetstar, even trying to make a complaint is an overly complicated process, which is no doubt intentional.

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Jetstar Airways refused me to fly

I have just been delivered the most traumatic experience of my life by Jetstar and face a huge bill, which I will struggle to pay, in what I believe is a case of theft.
I was refused permission to board my Jetstar flight from Launceston to Brisbane over what amounts to two pots of honey. I had flown to Tasmania with Virgin with carry-on luggage only without a problem. When I came to return with exactly the same luggage plus the honey, Jetstar staff told me I had to pay $80 for extra weight.
I then used the ‘f’ word, a word we now regularly hear on TV, in relation to this being a lot of money, which it is to me as a single-income family member. My reaction was a straight out exclamation of shock. “F*** $80.”
The Jetstar manager was called and without any further discussion or negotiation he advised me I was not permitted to fly.
I’m a 50-year-old woman, just 5ft tall, and was not drunk, disorderly, drugged, carrying a weapon or doing anything else that might constitute a threat to the airline staff or its passengers and yet my flight, for which I had paid $350 and which took me months to save, was simply denied me.
I was publicly humiliated, and given no chance, with no checks of CCTV footage or other enquiry. I was simply thrown off my flight, rudely, abruptly and unfairly by this haughty little manager who really should be doing a course in people skills, or better still, sacked. I also had my credit card on the counter ready to pay the exorbitant last-minute fee even while I was being turned away.
The manager also refused to provide a phone number or attempt to negotiate. I am wondering if his flight was over-booked as there seems no other reasonable explanation.
The only bright point was that the Virgin crew, having heard the fuss, were extremely comforting and helpful. I had to pay $427 for another ticket, and a much more reasonable $10 excess baggage fee. I was given a front seat, champagne and treated like a princess. They saved my day.
Nobody should be using “customer service”, “compassion” or “understanding” in the same sentence as Jetstar and I would urge travellers to be very, very careful if they plan to book a Jetstar flight. They literally don’t deliver.
D Bianchi
Palmwoods
Queensland
[protected]@bigpond.com

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Mad at Junkstar
Perth Metro Area, AU
Apr 02, 2010 7:07 am EDT
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That's Junk Star for you. I hate the service and refuse to fly with them.

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Rip off OZ
, AU
Mar 24, 2010 8:01 am EDT

Glad you could vent your problems here Deborah, but I am sure no one in so called Authority at ### Star in OZ gives a ### …. oops I said the F word naughty me since I am sure those hells Angels that recently flew and then Murdered each other at Sydney airport never ever used an F word ever !

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Jetstar Airways lousy service provided/hidden charges

I wanna voice out on this very recent incident which i think is totally unagreeable as a comsumer. I had just book 3 seats to vietnam HCM city. One of my friend back out as he had a appointment to attend. So we decided to change to another fri.

-Making the whole scenario short.
First time i call the airline, it told me a name change would cost me $50. Which is half of my ticket price(for a name change). i find it expensive but since we had to get the name change done, my fri agreed! Second time i call up the airline, the female operator told me I would be charge additionally $140 dollars instead of the first operatoe who told me $50. We had a small arguement over there! I told her why not u ask ur higher authority to ans this call. She replied there no higher authority around as it after office hours. Fine! Tell ur higher authority to give me a call tomorrow. Here what she replied, your ticket was bought on a special promo price, our higher authority will not give you a call.I am wondering so this is what we get for flying on budget airlines where they spend millions each year on advertising their airfares and services.( serve me right for flying budget- JETSTAR). The third time i call, this kind lady operator did excellent- she told me here the breakdown,
-SOP(standard operation procedure)$40 for name change/$50 for change(some admin charge) plus rebook on the airticket, whichever price that is shown on the current air price $150. Total add up to $240.
As a comsuer i am paying $300/3pax(promo rate).So per pax at the promo price is $100(right)? Now i need to pay additional $140 for a name change. A NAME CHANGE will cost the ticket price from a promo price $100 to $240. which as a comsumer i find it totally ridiculous. It totally HIDDEN cost.
-JETSAR operator REALLY has good/excellence customer service SOP.(make me wanna slam my head on the wall)
I wanna let this known to other comsumer who want to fly JETSTAR to think twice. Once you book your tickets, dont make any changes or u gona be paying commercial price on a budget flight.

*Last very important!
There is no customer feedback e-mail you can write to. If you wanna do some feedbacks? do the traditional way, use a pen and write in. I do wonder in this modern days a carrier airline got no email for feedback. How good and fast their service will be.

-I only wanna voice out my discontent and let this matter be known. I can be assure this is my first time flying JETSTAR and my LAST. Hopefully my experience can provide some infomations to others.

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Emmie_2
Newcastle, AU
Nov 21, 2011 9:53 pm EST
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Newcastle to the Gold Coast and return, Our luggage was lost and we also had the worst experience outward but coming home with a husband having heart surgery tomorrow we had a terrible experience then when our luggage was found it got no better. No explanation why our luggage was sent to Tokyo then Melbourne then back to Newcastle. The girl Michele at Newcastle airport last night rang to say our cases were coming then, then 10mins later rang back to say they were not coming till this morning Tuesday when I went off the rails about that she hung up on me so Michele at Jetstar Williamtown this surely that is not good customer relations, she didn't help our anger one little bit. We didn't stuff up JETSTAR, you did

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Kent8
, MY
Jul 12, 2009 1:06 pm EDT

The service provided by JETSTAR was a REAL SUCK! Our family vacation from Malaysia to Australia and New Zealand supposed to be delightful but we were disappointed with JETSTAR when we travelled from Sydney to Melbourne, taking flight numbered JQ611 on June 2009.

The service provided by the two lady crews at the check-in counter was extremely bad. Initially, we were told that we had cabin baggages exceeding stipulated limits at 10kg. To avoid excessive weight compound, we then threw away all brochures and souvenirs and had all cabin baggages within the limit, yet the lady crews insisted us to have our baggages checked in. 19 people with 19 baggages, is that too much? The two lady crews even threatened us that they wouldn’t allow us to be on board if we didn’t have all our baggages checked in. Not only we as adults felt being humiliated and insecure, our children were frightened and started to question us. To avoid commotion, we then negotiated with the lady crews and come to a conclusion where we paid AU$ 240 for 6 checked in baggages. We felt even disappointed of being discriminated as we saw the same lady crew allowed a Caucasian carrying his huge baggage to be on the same flight with us, which its baggage dimension apparently is excessive.

On top of that, please don’t be fooled by the destination halted in Melbourne. Always make sure that you choose the flight that arrives at Tullamarine airport and not Avalon airport, as Tullamarine airport is the international airport. Avalon is about 60 kilometer from Melbourne’s City Centre.
We are seasonal travelers and we travel minimum 3 times a year. We have experienced taking various kind of airlines and this was the first time that we encountered such unreasonable difficulties offered by JETSTAR. This will be our last time travelling with JETSTAR. And I DON’T recommend people to travel with this lousy service airline.

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penchan sherer
, TH
Apr 16, 2009 1:32 pm EDT

Hi
We have a complain about jetstar airline. I and my husband bought tickets from Bkk to New Zealand and return.
The company provided us with tickets to Melbourne Australia, and from there a flight to Christchurch.
Flight details: Date: 16/10/08; The flights information is: JQ30 from BKK to Melbourne on the 16/10/08, continue with flight JQ171 from Melbourne to Christchurch on the 17/10/08. Back from Christchurch to Melbourne flight JQ156 on the 30/10/08 and from Melbourne to BKK with flight JQ29 on 30/10/08.
When we came to the BKK airport on the 16/10/08 to take the flight to Melbourne, the agents told us we cannot fly to Australia, for we are going to stay there for more than 8 hours. Therefore we need a visa for Australia.
We were not able to get a refund or change the flights with your company. So the agents advised us to buy new tickets that will enable us to stay for less than 8 hours in Australia.
We bought such tickets with Pacific Blue Airlines from Melbourne to Sidney and from Sidney to Christchurch. However, when we came back to the counter we were told that these tickets are not good, for we are going to Sidney and thus stay in Australia for more than 7 hours.
We ended up buying new tickets for the next day from Cathay Pacific which included a flight from BKK to Hong Kong and from there to Auckland. So we had no problem with a visa to Australia.
Our complain deals with the mere fact that jetstar company provided us with tickets to Australia that could be used only if we would have a visa to Australia, but didn’t bother to tell us anything about this fact. So we were surprised to learn that we need a visa for Australia at the airport. Moreover, your agents refused to reimburse us and gave us an unclear advice about other tickets we should buy (just told us that we should live Melbourne in about 6 hours.
By this unclear advice we lost more money. We think all of this is a result of the wrong doing and irresponsible service to sell such ticket. Jetstar should tell the customers that the tickets sold require a visa – in all such cases. Not leave it for the last minutes and than refuse to reimburse the customer.
We wrote the letter to the company to complaint and for reimbursment but no answer from them at all. We want to tell everyone who intend to buy the ticket be take our story for the considerations.
I am trying to sue them, any suggestions?
Thank you.

Dr. Penchan Sherer.

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yugi
, MY
Aug 16, 2011 9:31 am EDT

i had called the contact that they post for 'contact us' ..i called up so many times but still cant contact to customer service, i wanted to ask them where is my booking reference number.i bought the ticket online yesterday, my card transaction is done, but the booking reference cant show to me.i dont know whether my booking is confirm or not.
i feel the jetstar company put on the fake contact. so that, if got complaint from guests they will not get any respossible for it.i hope, jetstar company can look at this comment and reply me asap, and please leave the contact number here! Lastly i hope the jetstar company can check my booking reference and i wanna know is it confirm for my booking! urgent!

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bibi2009pc
, TW
Apr 10, 2011 8:15 pm EDT

Title: My explanation about this event: I put my bag on legs and then expelled by Jetstar Airline.
jetstar directed wrong - the evidence of the false flight safety: the indicating figure showed that the bag size should be wide to knee, but, the flight attendant showed me a wrong direction, and said that the figure is wrong.http://www.youtube.com/watch?v=nCo0T99OQF8

YEO KOK HUA: This captain of Jetstar humiliated this customer. His first, second and last sentence were all “get out!”
The first, the second and the last sentence were “get out!”, but the other sentences changed to “get off! You, get off this aircraft!” which were totally unacceptable. Besides, he pointed his finger at me in front of more than 200 people; his face was so fierce and his action humiliated me! This means the crime of public insult in law.
http://www.youtube.com/watch?v=LWXC8Akgf7k
See all:http://www.youtube.com/user/bibi209pc

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Francis Yeo
, SG
Mar 13, 2010 12:49 am EST

What is the moral of the story? You pay peanuts and you get monkeys! I have worst experiences with other budget airlines but for Jetstar I can at least have their service commitments to rely on, which the other budget airlines don't talk about. One must compare apple with apple and only then one will say Jetstar is best among all...among the budget carriers of course!

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Francis Yeo
, SG
Mar 05, 2010 9:05 am EST

Promotional fares are cheap fare and strictly adhere to the terms and conditions of purchase. It happened to Lion Air as well as many other budget airlines.

Early this week, I booked a promotional air-fare for my maid to return home in Indonesia by Lion Air. I used my credit card to purchase the ticket online. It cost S$100 from Singapore-Jakarta-Surabaya. I wrongly keyed in my own name as passenger. I realised the mistake almost immediately after clicking the submission. I called up the reservation staff to report the error. She said that she couldn't help me at all. I rushed down in a cab from SengKang to Lion Air office at Stamford Court. The taxi fare cost me almost S$20. After bargaining with the counter staff there, they said I only will get back 50% refund in 1 to 2 months' time. Meanwhile, I had to pay for the new ticket at S$100. Now, I can only wait for the S$50 refund to come. What can you say. Bad service or absolutely no after-sale service?

One has to be very careful and extremely sure before making confirmation of budget fare because there is strictly no refund.

Francis
[protected]

AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Feb 11, 2010 10:05 pm EST

This happens when you get a really good deal... Just cut your losses and buy a new ticket. End of story. Cheap fares have VERY strict rules. Most don't allow any changes at all, so you will need to figure out what's cheaper: buy a new ticket or pay whatever they want to charge you...

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chris
Brisbane, AU
May 02, 2009 7:20 pm EDT

Deeda you must be thick
Airlines do let pepole know that organising visas for the countries that you visit is the responsiability of the individual.Its in their terms and conditions as well as common knowledge. Airlines sell tickets on their planes they are not a one stop shop.
People need to take responsiability for thier travel which means its your responsiability to organise visas, vaccinations, money trabsfers, accomadation, etc etc.
You say that the airlines know how long you have to wait for thier next flight. What a load of bolocks. You have that information when you are given a ticket it is up to you to know wheather or not you need visas, accomadation or whateva when you stop.
Pepole you need to take responsiability for your lives and stop being so mothered and take some intiative.

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Deeda
, TH
Apr 30, 2009 3:57 am EDT

The airline should inform passenger when purchasing a ticket for any country that may need a transit visa. Many country have different regulations for transit and in different time of transit.

To me the airline must inform this issue to passenger since they know that how long the passenger have to wait for their next flight and transit visa is need for this case

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Jetstar Airways poor service and value for money

I just recently flew to Sydney from Singapore (via Darwin as they don't fly direct). When I booked it the difference was about $250 between Qantas. But when you look at all the extras it actually ends up costing more. Because it was not direct so therefore if I wanted a meal package I had to pay $30 per flight, so there is another $120 for the trip. If I wanted to watch their movies it was $10 per flight to hire the portable TV, so add another $40. And then add on say one drink per flight and we are up another $40...
Then let's look at the service, it took ages to check in because the staff didn't know what was going on... then the flight was delayed an hour out of Singapore, . We arrived in Darwin around 5am for a 7.15 connection to Sydney. It also was an hour late leaving. There were no announcements nor information as to when the flight was scheduled to leave. Then to finally top it off as we were boarding the plane one hour after we were scheduled to leave, the flight crew announced over the PA system to make our way to our seats quickly so we could get away on time... So does that mean 1 hour late is "on time" for Jetstar...
Then on the way home when we boarded the flight from Darwin to Singapore we boarded about 10 minutes late, only to be told once everyone was seated, that they were doing some "regular maintainence" before we leave so we will have to wait another 20 mins (on the plane) before we left...

Jetstar advertises cheap airfares all the time, but as they say "You get want you pay for"... so unless the difference between a full service fare and Jetstar is not more than 50%, and your willing to fly on an unprofessional airline... don't do it...

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Levina Dixon
Mareeba, AU
Oct 10, 2011 3:49 am EDT

My 16 year old son was booked on a flight from Sydney to Cairns on Sunday 9th October. I had rang Jetstar to let them know that he had lost his wallet with his identification in, as he had travelled from Dubbo NSW the previous night on the XPT. I rang to let Jetstar know what had happened, and they said that they would be able to ask him some security questions and that they didnt think it would be a problem for him to board. Especially because we were going to be at the Cairns Airport to pick him up. I also stated that my son has a learning disability and that it is very important that he travels today as the cost of the one way ticket was expensive. It just so happened that when he presented at the Jetstar terminal in sydney, he was turned away, even though there were notes on his ticket stating that i had rang and explained to them what had happened. He is a minor and he was turned away by Jetstar, the security which is in place is for adults that fly with Jetstar as not all minors have photo ID, my son does not go to school therefore did not have id. I would like for someone to contact me in regards to my complaint asap, as i would like to get to the bottom of this horrible event... Minors should be asked security questions not show photo ID at boarding.

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Jetstar Airways luggage handling/claim

I am writing as a very disappointed customer as my claim with went in early October 2017 .
As you see it is now the end of Jan and have not completed this claim
the service has been below standard.

I am sending a copy of all correspondence to consumer affairs.

I have been patient and compliant with all requests to have this resolved promptly however this has not been reciprocated.

Communication from your department had been few and far between

I understand my air fare was reasonable but I did not encounter the service to be of this low standard.

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Koh Pi Peng
, MY
Aug 04, 2010 1:03 am EDT

This is my story, I worked for an outsourcing company which does customer service for Jetstar. I would like to advise to the customers/passengers that we as Customer Service Agents don't have any direct connections with the airline. Meaning that we only follow orders from the airline. I do notice that this airline do make schedule change at the last minute hence the agents do receive a lot of complaints, just a friendly reminder that it is not us who changed it and we will do everything in our authority to help the customers out. But there are some problems that we can't do because our hands are bound by the airline. So what we can advise is to write in to Customer Relations which is directly to the airline. And the only contact we have is the address, no emails, or numbers. I'm sorry but that is all they gave us. As for the Australian customers (I am not saying all of the Australians), when you call the line will hunt automatically either to the call centers in Aussie or Malaysia. There is an outsourcing call center in Malaysia ans some of the Australians know that. All I'm saying is with due respect please don't go racial on any of the agents there. Malaysia is a multinational country and we tolerate all races and nationality BUT they won't tolerate racial slurs or insults. The agents there are trying to do all they can to help the customers and of course being human there are errors here and there. As for the airline website, well I notice it is really slow and most of the times there are errors as well. Please note that the website is out of our control. And of course if the customers wants to change the flight dates there is a change fee plus fare difference at the time the agents book the customers in. There is no way we can change that policy either it's all the orders from the airline (this is when the airline did not reschedule the flight). The agents do feel for the customers and understand what the customers are going through and yes of course they will help the customers the best they can. So please try to be nice or be calm when we try to explain to you anything. That is all I have to say and Thank You for your time

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Charlie89
Byron Bay, AU
Sep 22, 2010 11:41 am EDT
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On 22.09.2017 i was flying from Sydney to the gold coast. at check-in i realized that my side handle had come apart. The check-in lady hit the roof at me for it, which is clearly none of her business because its not effecting anyone and there are 2 more on there. I also wanted to put my jumper in the bag because i didn't need it for the flight and before i could, she sent the bag down the conveyor belt and gave me my boarding pass.
Then at the gate I sat down, and saw the drink machine about 10 feet away so i walked over to get a drink and left my carryon bag at the chair, a staff member came over and hit the roof also and threatened to call security on me. That was really not fair since everyone else left their bag at the seat to go over and didn't get yelled at.
The flight attendants on the flight were just as bad, very rude and reluctant to help. They have always treated me and my family horribly and this was the last straw when they publicly brought me to tears. NEVER fly with them! They dont care about anyone but themselves!

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Campbel
Keilor, AU
Nov 04, 2009 5:43 am EST

my wife and i went to check into our return flight with Jetstar in Sydney to come back home to melbourne yesturday 70minutes before departure as they request. We spent 20minutes waiting in the line and when we finally got served we were told that we were 10minutes too late, had to forfeit our tickets and purchase new tickets for a later flight. So we accepted the responsability of being 10minutes late(not wanting to spoil our great getaway to Syney for two days) and paid an extra $120 for new tickets to a new Jetstar flight leaving Sydney one and a half hours later than our original flight only to find out that our new flight was delayed a further 1hour and 20minutes!. instead of arriving home in melbourne at 4pm on our original flight we arrived home at 7.30pm. If these large corperations can charge us(the consumer) for our faults, why cant we charge them for theirs?It is starting to feel like all we do is pay money!

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Philip Collier
Perth, AU
Oct 20, 2010 7:35 pm EDT

Jetstar flight Jq971 11th October Red Eye.

Hello my name is Philip Collier I traveled on the above red eye flight, I was seated next to a lady who just wouldnt stop talking I wanted to rest but on she went so I moved to the rear of the aircraft and found an empty row of seats. One of the attendants said I would have to move back because the seats were for the flight attendants rest area etc, I explained what was going on and she said ok I will sort something out. After a couple of minutes she said to move down the front as there was a seat, I moved to that seat and a female passanger just went right off saying I shouldnt be there etc etc It got quite heated, she said she was going to complain to the airline .I just wanted you to know that Cassie and Jennifer flight attendants on that flight where great and a credit to your airline I moved in the end back to another seat to save any further arguments, They were so professional and defused the situation without further problems.If there has been a complaint put in about these girls I would like to be contacted so I can tell those concerned how well they handled things. If you get the chance could you please hand a copy of this to both Cassie and Jennifer like I said there a credit to your airline.

Regards Philip Collier ixaman@hotmail.com

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mick brisbane qld
Brisbane, AU
Mar 03, 2010 4:35 am EST

i recently travelled from brisbane to launceston with jetstar.i checked in with the computer turminal after buying a ticket online. when i tried to board the plane i was told my boarding pass was not scanning and i had to go to the service desk to get another one. when i got to the service desk there was about 20 people in the line and they were paging me for a final boarding call. i asked the staff member directing people for assistance. 3 times. he would not even listen to my querie, he would not even let me speak. after hearing my name being paged 3 times i went back to the gate where they scanned my pass ok and told me i was ok to board the plane.
this left me very destressed. i wrote to jetstar regarding what happened but have never heard back. i fly a lot and used to enjoy it. unfortunately these days even being 202 cm tall and not being able to fit comfortably on a bus seat, i prefer catching a bus. at least the staff are friendly and helpfull.

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tracey king
Newcastle, AU
Jan 07, 2012 2:54 am EST
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To whom it may concern (hopefully management that can stop this type of nightmare happening to another young adult)
On Christmas morning of 2017 my daughter was beside herself with joy and excitment of a gift sent to her from a friend in QLD. This gift was a return ticket from Newcastle to Gold Coast with Jetstar, spending 2weeks with her best friend that had moved to QLD.On Jetstar flight JQ 492 on 4th Jan 2017, the joy and excitement of her holiday, drained from her body turning into fear and guilt. Upon arrival at the checkin desk for this 10:40am flight, my daughter checked in her baggage and was asked the routine questions regarding aerosols, dangerous goods etc. She was then asked how old she was.She replied 12yrs. She was then asked had she started high school, to which she replied, I start the end of this month when school starts the 2017 school year.
This is when I asked the question, "Does my 12yr old daughter need any adult supervision on this flight?" The reply to that question was "No" she is of legal age to travel alone. This answer was concurred with the person who booked the flight in QLD as she was given the same answer and so she was charged an adult fare. I accompanied her to the exit where I said my goodbye's and she walked out to board the plane. Travelling home from the airport i received a phone call to inform me that my daughter had to be disembarked from the plane and that i had to return to the airport. Arriving back to the airport i found my daughter standing behind a jetstar representative at the front counter sobbing uncontrolably for all the airport to observe. After embracing my daughter and telling her all would be o.k i then asked the qustion. "What's going on?' Her answer was the pilot would not allow her to fly as she had not started high school.My response was confusion and disappointment. I asked you if she needed supervision on this flight and your were adamant that she did not. As far as i am aware and other empoyees agreed, she is legal to fly unacompanied by herself was her response, but the pilot has the final say. The staff then tried to get her on the next flight with a staff member with jetstar, to my understanding this was going to happen then no this won't be happening and to cut a long saga in half i was given the only option which was to buy myself a ticket and take her to Brisbane not the gold coast, which she had paid an adult fare for, which also inconvienanced the friends at the other end who were there to meet her at the gold coast. The events of that day just snowballed into a nightmare for myself having delay after delay after escorting my daughter to Brisbane leaving my faith in your company also in shatters and disbelief. I understand that there are delays with aircraft and things can go wrong, but to subject my young daughter to such humiliation is unacceptible especially when the error came from a big corporation that is too busy taking monies for profits and leaving innocent young adults in distress. Please take future steps to ensure this doesn't happen to any other young adult by simply raising the age status and have your policies and procedures the same accross the board.
Tracey King (Disappointed Jetstar patron)

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p'doff-phuket
, NZ
May 31, 2010 8:49 pm EDT

On May 31st I was supposed to fly to Phuket in Thailand to start a new job.

I began my flight in New Zealand, but was refused travel on my connecting flight because I didn't have an onbound ticket.

When I arrived in Sydney for a four hour stopover I tried to contact a jetstar representative to get my boarding pass, but the phone number for this purpose did not work.

I was told that there would be a rep 90 minutes before departure.

The transfer desk staff member, "Ivan" was thirty minutes late, and proceeded to tell me I had to have an onbound ticket out of Thailand before I could fly. He came out with some great one liners such as " I don't want to have an argument, but you're wrong."

I asked him to organise me an onbound flight but he told me everything was booked!

He then tried to take me through to Immigration, so I could be threatened with being deported, the immigration department was having none of it and told jetstar to take me back into the lounge. Apparently if an airline lands a passenger who doesn't have a visa then they have to pay AU$5000 fine. I was almost empted to spend a night in jail just to make them pay! They were very helpful and I managed to get a new date for free my using the threat of the fine to make a new travel plan for free.

I had to go back to my point of origin, and when I arrived I found that there were plenty of flights I could have been booked on.

I really think that the staff member "Ivan" really messed up my trip, as he was unreasonably late, either lied about there being a lack of onbound flights, or simply incompetent in his ability to work their booking system, and to ptop it all of, took me to the immigration office for a high pressure bargaining situation.

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saul crockford
gold , AU
Feb 19, 2009 11:39 pm EST

gold coast airport, flight jq443 to melbourne 19 feb 2017.worst way i have ever been treated as a customer in my life.manager on this night was a lady named kirsten, she lied when i asked for her name, she took a personal call about going out that night right infront of me on her mobile, height of rudeness!
i want full refund of $300 or else i'll never fly with you again and i want kirsten fired as she has no customer relation skills what so ever and lies so you can not trust her.
virgin airlines are far better, if this lady is still employed when i return it will be at your loss.

please reply asap,

Saul Crocford.

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lintai724
, HK
Mar 30, 2010 5:51 am EDT

I am sorry to tell but honestly the service provided by Jetstar staff Natalie and Peterson Robert in Sydney airport has given me by far the worst flying experience I

have ever had from any airline or any airport. Our booking number was U2UMRL and our name are On Tai Anthony Lin and Kit Man Ting. Our flight was supposed to fly from Sydney to Nadi, Fiji on 29 March 2017 at 9am. We checked in at the counter at 8:05am and we were told that the flight was departing on 9am. We go directly to the departure gate right after we checked-in. However, we got stuck in custom due to long waiting lines. No one was trying to search for us and no final boarding call was heard. When we arrived the departure gate, it was 8:50am. We were told by Natalie that the gate was closed because she needed 10 minutes to handle the documentations and that's why the gate was closed at 8:50am instead of 9am. We wondered why Natalie has not offering any solutions or hospitality at the time being.

The atitude of Natalie is arrogant and we got irritated because she just kept telling us the gate was closed and there was no point for argue. No remediations were

being given. Below are some quotes from Natalie:
"Do you know the documentations are complicate? Have you handle the document before?"
"There is no point for argue, the gate was closed"
"It is your fault of being late to the gate and we have nothing that can do about it"
"We have to take time to count number of people and calculate the weight balance of the flight"

We thought Jetstar staff should be cooperative and nice. However Natalie totally changed our image on the airline. We don't really feel that Natalie is trying to help. We believed the responsibility of Natalie should be to help us to get on plane, instead she kept trying to tell us the rules and how difficult her job was. What she was trying to do was just delaying our time and wish the flight to fly away so that we really have no point to argue. It turned out that she called the cabin crew at 8:55am. The cabin crew answered that we cannot get abroad. I believed the story would be different if she called right away when we arrived the gate. The flight started to move away from the bay at 9:05am. At that time Natalie told us that the flight was gone and she would bring us back to the flight office and arrange the next flight for us. Therefore after all the customs and re-scan of x-ray, we stood in front of the flight office and waited for Natalie reply.

After 30 minutes, the duty manager, Peterson Robert shown up instead of Natalie, and tell us that we need to pay AUD610 in order to re-schedule the flight to Nadi on 31 March. Peterson did not offered us any solutions instead he told us that the company has to be fined for AUD1000 for every minute late to depart. If the cause of late departure is us, we should be able to get on to the plane. He seemed like using a technique to tell us that Jetstar is paying for a fine (which is not related to us) and he is doing us a favorite because he can cancel the whole booking and we may even lost the return flight ticket. Please understand that we cannot accurately mentioned the name of the staff (Natalie) that served us at the departure gate because Peterson refused to give us her name. Peterson said he is the duty manager, all his decision is final and he will not give me her name. Peterson was even trying to mislead us when I said I am going to file a complaint. He told me that the only thing I have to put in the complaint was reference number and the time I arrived the gate. With no names, how can we truly reflect the services that were being given?

We were disappointed with no choice to search for other airline to go Nadi. We ended up to purchase a one-way ticket to Nadi on that day for AUD900. We are not trying to ask for explaination but we hope this can express our great expression of unsatisfy. We would like to reflect the real situation and service offering by front line staff to the management of Jetstar. The whole process only shows cunning, arrogant, and unhelpful of these two staffs. Not to mention that this is our honey moon.

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Jetstar sucks
Hayward, US
Apr 20, 2011 7:22 pm EDT

jetstar is the worst airline i could ever imagine! i made a reservation for 6 people (2 kids and 2 senior in tow with me) to fly in may 2017 to singapore, i booked this flight in November 2017. they called me at 12:14 am (wee hours of the m...orning) this morning to notify me that they are changing my flight from 10:50 am to 9:10 pm, whi...ch means we will be arriving in singapore at 12:40 am. I am traveling with kids and we are booked in sentosa, which is far from the airport. they told me my options: a) accept the 9:10 pm flight, b) cancel and reimburse the flight but will not reimburse my hotel, c) rebook me a day later but will not reimburse me for the day that i missed but paid my hotel and d) book me a day earlier and find my own hotel and pay for it. Those options are not acceptable!

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Jetstar Airways bad services

I was supposed to fly to Bangkok from Singapore for holiday along with my 9 other family members via Jetstar airline on 23/12/09 07:15am (Flight 3K511). 
Unfortunately my mom passport expiry date is less than 6 months (by 1 day different), thus the counter officer rejected to check us in.
We seek for Jetstar advise on this matter, but the officer turned  us down by saying the manager on-duty was busy.
We insisted to wait until she's available to advise us. After waiting for quite some time, the manager on-duty approached us.

She reluctantly entertained us by saying passport with less validity period is not allowed and told us to go embassy to renew the passport.
(Yes, I know this but I was asking if there's other alternatives or better advise). She was then advise us to try another airline since she said "we are short of staff today and I've been very busy since morning".
I'm very much disappointed that instead of assisting us, she's complaining about the working condition in Jetstar. There's no professionalism at all in her response.

I advised her that they should also improved the ticket purchasing system by not allowing the customer to make the purchase if the passport expiry date is not valid. And again instead of taking the feedback, she told us that it's passenger's responsibility to ensure this.
I do not disagree with her but again I'm disappointed with the response, because she told us there were 10 same cases of passport validity issue for past 2 months! (and not even single action or warning to the customer given by jetstar airline)

At the same time, another group of passenger approached another officer with the same issue.
They were advised to go to ICA to get the letter of extension and the officer actually refused to tell them the subsequent available Jetstar timing since they are too busy.
We told the local group the next available time would be at 19:25 and we headed back to check-in counter asking to hold 3 of the tickets and let the other family members to go ahead. (The manager on duty said we can reschedule our departure time to 19:25 with charge of SGD80/person)

After so much hassle and due to some reason, in the afternoon we decided to reschedule the 2 tickets and cancel my mom's trip only.
I called the Customer Service to arrange the changes.
The guy on the phone told me that no changes are allowed for our tickets as they have been marked as NO SHOW. If we still want to go to Bangkok, we need to purchase new tickets again.

Another thing I found that any enquiry that requires answer has to be done via post mail (cannot be done online). 
Is this method done by Jetstar to discourage customers to feedback ?
I fully understand that Jetstar is a budget airline, but does it mean the way the staff response and the service given by the airline should be far below the other airline's standard ?

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AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Dec 30, 2009 7:23 pm EST

Please keep in mind that the agent assisting you on the phone may not be fully aware of what happened at the airport. You should head back to the airport where the agents will remember you and hopefully allow you to travel as promised...

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Jetstar Airways cabin crew - bianca

Bianca is a cabin crew member on the Sydney to Byron Bay route during the last week of October 2009.

I haven't met a more rude, obnoxious and racist cabin crew member. We had an altercation with her when she attempted to treat the boarding call as a classroom, and yelled at us for pushing in while trying to line up in the cramped Byron Bay gate area.
For some reason these cabin crew people have such a huge head cos they think they can stop people from getting on planes!
YOU"RE IN CUSTOMER SERVICE PPL! get over yourselves - you are known worldwide to be one of the worst airlines, with the work cabin crew.

Bianca - you need a life if you get your ya-yas from threatening to not let passengers on planes, when you are the immature idiot!

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miss0783
, AU
Dec 28, 2009 8:16 am EST

You're not a herd of cattle that needs to rush out the door because the hay may disappear in 2 min. Why is it so, so hard for some people to line up in an orderly manner and get on the plane like the rest of us? It's 20 meters from the gate lounge, you're already there, it's not going anywhere without you!

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