JetStar Airways Reviews

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Latest Reviews

“Very Poor Customer Service”

★☆☆☆☆

written by JacksonMiller on 11/06/2015

Apparently it takes up to 24 hours to receive a mail confirming the booking. Seems mine took longer than that. I have never known emails take that long in todays world. Tyring to make contact and speak to a rep is a nightmare and they dont actually do anything apart from what can be done on line by the customer. They have this Ask Jess online which is ridiculous and only ends up asking you to call them. Why cant they call me. So all in all, I booked a flight, which I then had to cancel. It took 3 phone calls to achieve this. I did eventually get a mail for the flight, after it had left and after I had cancelled the booking. I spent over 50 minutes on a call, they said they would call back but never did. Basically, seems they just want to get you money but if you want to do anything once the transaction is complete then finding someone to help is a nightmare or an impossibility and losing the will to live is a better option

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“Deplorable aircraft engineers”

★☆☆☆☆

written by nigga2 on 29/04/2015

For the last 2 days my son and his girlfriend should have been in Hawaii on holidays, however due to a Jetstar aircraft fault yesterday their flight was delayed and then canceled and rescheduled for today, well you guessed it flight delayed, passengers boarded dame fault, more delays and then canceled. They are now booked on QANTAS to fly to Melbourne and connect with a flight to Honolulu tomorrow, loosing 2 days. Fingers crossed it all goes to plan tomorrow. Thank you Jetstar, NOT!!!

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“Cancelled flight and no accommodation!”

★☆☆☆☆

written by 303Muir on 26/11/2014

Our flight got cancelled form Tokyo to Cairns. I can only assume they don't have enough passengers as the flight wasn't delayed but cancell. And they managed to fit two flights passager on next days flight. We were only told of the cancellation when we arrived at Narita airport at 8pm and they wouldn't arranged accommodation for their passager!!! This is unheard of. Never again would I fly Jetstar.

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“Cheap flights and quick responsive customer service.”

★★★★★

written by Jamess89 on 29/01/2014

I've travelled 5 times, in Australia mostly. The flights aren't fancy, but the boarding process has always been smooth and on time. They are able to offer their cheap rates by setting strict baggage and check in time restrictions, so be sure to note them carefully. I was recently very impressed by their customer service when I caught a very bad stomach bug less than a day before I was scheduled on 3 flights with them. I saw a doctor, got a note saying I was unfit to fly, and filed a compassionate request online. It said they would get back to me within 3 days, but I received a phone call less than 1 hour later saying they had approved my request and I would receive my voucher within 15 (!) business days. The lady seemed genuinely concerned as to my condition, and then, sure enough, I had the voucher 6 hours later. Very happy!

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“Unorganised, Chaotic, Stressful!!”

★☆☆☆☆

written by on 08/10/2013

Unfortunately I travelled with Jetstar over the long weekend as it was cheaper than other airlines, and they beat tiger airways by 10%. I have never flown with them before and thought I would try the airline out as I was told by friends that it was only an hour flight so it would be fine. It was ridiculous - so chaotic, unorganised and there were no staff at any of the gates. Firstly my online check-in was not working, so I called their help desk and the lady on the phone was not even listening to what I was saying and was completely patronising. On my return flight, there was no identification of the flight number or time at the gate, gate changes over the speaker that were incorrect nor ANY STAFF there to help with any queries. Both flights were extremely delayed and the flight crew were not helpful (just stood around while people were flustered and worried about where to put their baggage as there was no room). Bags were moved by the flight crew and they did not inform the passengers. It took over 35 minutes to board the plane. The most annoying part about the whole thing was that the lines to board were crazy - we were told to line up (didn't even hear the staff as it was not said over the intercom), once we were all lined up and waiting in line (which was very long mind you) they decided to change the way in which to board to seat 19 - 37 first (this created so much chaos and the passengers were getting very frustrated because at this point the flight was already delayed by 25 minutes). On both my flights the flight hostesses were rude, very unhelpful and kept hitting the back of my seat without apologising. I would never fly with jetstar again, it was an awful experience. It was not smooth, easy or stress free (as you would know it is alrwady stressful trying ot get to the airport on time, checkin in etc.) My flight outbound had a huge delay - 1.5 hours and I was not informed by sms nor email or a phone call. Jetstar needs to pull up their socks. The price difference is the only thing going for this airline and majority of the time it is still expensive. Sorry Jetstar I would not recommend your airline.

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“Low cost, keep to the rules.”

★★★★☆

written by BrendanK on 21/06/2013

After reading a lot of reviews on this site about Jetstar, it seems to me a lot of people are whinging that when they they don't follow procedure, they are stung. Honestly, what do you want? Jetstar's prices are pretty bloody good, especially during the sales and you would not get anywhere cheaper. I have traveled to Thailand, Singapore, Philippines and around Australia with this company. I have flown with this company many times. The rules are written in black and white so stick to them. You are sometimes paying half the price for these tickets. Take charge of yourself. Arrive at the airport with plenty of time. Don't rock up with overweight baggage. Don't come up with a sob story if you or a relative are not going to make it. You are not going to have much legroom and bring your own food and drink. Not hard. I feel sorry for the band bloke in NZ though. That's got to suck. And I once had the same experience as a lass on this site who was talking about a line at the check in where the counter wasn't manned properly but employees were walking around doing other things. That nearly changed my mind about Jetstar when I was tired and the exact same thing happened to me. But you get what u pay for. Apart from the under manning experience at Melbourne, I have never had an issue anytime I've flown. The planes have arrived and departed plus or minus 10 minutes to their schedules. Read the rules. Follow them. If you want compassion, pay 2-3 times as much with another carrier. Treat it like a city bus that flies.

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“luggage broken and money stolen”

★☆☆☆☆

written by hkflyer on 14/04/2013

3 of our luggage were broken at the lock and money was stolen from them. Jetstar refused to compensate citing its policy of requiring immediate reporting to their staff. This policy was not told to me when I called their hotline at the airport. Very disappointed of the broken luggage. Very disappointed about the theft. Very very disappointed to Jetstar's handling of our case. Will never take Jetstar again. Trip was from Singapore to Hong Kong.

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“customer service worst ever”

★☆☆☆☆

written by Berniehhh on 27/03/2013

My son passed away in October 2012, he had flights booked from Perth to Adelaide return for travel in Feb/March 2013. I contacted Jetstar customer service to cancel his tickets and was told they could only talk to the customer or a nominated person which he did not have. I was then informed that I would have to get a power of attorney, which can not be got as the person is already passed away,After seeking legal advise and advising Jetstar of this they reviewed the case and reimbursed the $254.00 for his tickets.Jetstar could have saved a lot of hassel for us if they chose to do the right thing in the first place. Shame on Jetstar for trying to screw a few dollars profit instead of showing some commonsence and respect. Bernie Hyland

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“We are happy to fly with Jetstar”

★★★★☆

written by on 11/03/2013

We flew to Melbourne in November & were very happy with our service, and have just booked our next holiday in September with Jetstar , & would be very happy to recommend it to all our family & friends. If you are tall like my husband is, the exit seats are very roomy , plenty of leg room

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“Flight Cancelled, Failed to return call 3 times!!”

★☆☆☆☆

written by on 27/02/2013

Booked my last minute flight from Sydney to Brisbane about 3 hours before flight but 45 minutes before departure was informed that my flight Cancelled due to bad weather and that was the last flight of the day. 1.Called and asked for a refund on the ticket but was repeatedly told to wait for a decision and will be contacted after 15 days later. 2. 18 days later there was no calls still. Contact Jetstar and again was asked for all the details once more time. Subsequently, told to wait for another call for the next 7 working days. 3. 10 more days and yet no calls!! Contact Jetstar and again annoying ask for the full details which including two assigned case ID which were given to me from the earlier calls. Now they told me to wait for 72 hours. And there were no definite answer about my refund yet. 4. Every single customer operator who i have spoken to have suggested that the cancellation was at my fault?? (the flight was cancelled due to bad weather). One particular operator even hang up on me twice!! Talking about rudeness and bad policies! Jetstar is at the top of the list. Vallensisca

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“Complete garbage”

★☆☆☆☆

written by Garethboult on 24/01/2013

Closed the gate 10 minutes early; shut the door in our faces so the could close up for the day. DO NOT USE THEM!

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Sangnation's Response to Garethboult's Review

Written on: 13/12/2013

me and my girl friend were at the boarding gate 7 minutes prior to the departing time, and they had the plane right in front of us, they say they wont open the door for us nor even try to, we just paid 150dollars extra to catch next flight, which is 6hours later, this is complete garbage. DO NOT ever ever use Jet garbage star!

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“21 hour delay! ”

★☆☆☆☆

written by on 03/01/2013

Most New Zealanders are easy-going, happy-go-lucky people. Generally, if we’re offended we tend to vent about the injustice quietly, muttering under our breaths to our friends, while we thank the waiter for the soup that had a fly drowning in it. And, as far as I can tell, it is this ‘don’t get your panties in a twist’ national ethos that seems to be responsible for Jetstar staying in business in New Zealand. I’ve done my share of travelling, having flown around the world four times. I’ve been caught up in the usual snags and sneers that occur whilst in transit: terrorism, volcanic eruptions, bird strike, faulty engines, etc. But in all my previous experiences I’ve often been impressed with how hard the airlines have worked to ensure I make the flight or that I’ve been booked onto the next available flight. But this was before I flew Jetstar - flight JQ272 Wellington to Auckland. I was booked on the 10:20pm flight to Auckland, and like most people travelling, I had things to do: my band was performing the next day in Auckland at 12pm and I had tickets to a gig at the Leigh Sawmill in the evening. Jetstar is famous for it’s delays in New Zealand, so when I arrived at Wellington airport, I wasn’t surprised to find my flight had a 20minute delay. I shrugged my shoulders and thought, “that’s no problem - that’s why I’m flying the night before my gig.” So, I went through to the departure lounge and waited. Two hours passed, and the flight got pushed back later and later, but no official announcements or information came from Jetstar. We simply watched the times on the screen change above the gate. At midnight several frustrated passengers wandered off to find out what was going on. There were around 70 passengers still waiting in the departure lounge. Eventually, one of the passengers returned to inform us that the flight had been cancelled. For the 70 odd passengers in the lounge, we could not believe that our flight had been cancelled and that no one had come to talk to us. So one of us ran back to the central desk and requested that Jetstar speak to us. Two minutes later we found ourselves confronted by the vision of a clueless 20 something in an orange jacket, who told us, “yes that’s right your flight has been cancelled” and that we should try to book ourselves onto the 0830 flight and then go home. Just as an aside, the orange jacket also mentioned Jetstar may be able to help with accommodation if we had no-where to go, but she didn’t sound especially optimistic. All 70 of us exited the lounge and proceeded to stand in a line that was barely moving. Jetstar had provided one half asleep orange jacket to process our flight bookings. It looked like it would take around 2 hours for everyone to be processed. At this point I decided to sort the booking out over the phone and organise my own accommodation. Luckily, one of my friends was willing to drive over in her PJs and pick me up at 1am. When I get back to my friends place I call Jetstar to see if I can book via the phone but there is a 40 min wait on the lines. With five hours of my life wasted already, I give up and go to sleep. I’m awake at 7am attempting to sort out my flight via the phone hoping there’s a slim possibility I can get on the 0830 flight. However, I can’t seem to get through to Jetstar, and when I finally do I get put on hold, and then hung up on. I conclude I’ve missed my gig in Auckland and I call my band to let them know I won’t make it. Bad news for the band! At 9:00am I call Jetstar again. This time I speak to a woman, who informs me I will be flying at 1550, as this is the earliest flight available. “Well, at least I’ll make the gig at the Leigh Sawmill” I say to myself. So, I confirm the booking with her and I attempt to get back to sleep on my friends couch. Then I’m awakened by a text from Jetstar, informing me that my flight has been delayed and I’m now flying at 1430. Hold on! I’m booked on the 1550 flight what’s going on? I call Jetstar again – wait on hold for 15 minutes and get told that I after last night’s cancelation I had been automatically booked on the 1230 flight, which is now delayed to 1430. “Oh sorry, it would seem Jetstar had neglected to inform me of this automatic booking.” Thanks Jet Star! But wait, while I’m talking to Jetstar I’m informed that 1430 flight appears to have been pushed back to 1550 anyway… With my friend waiting on standby to drop me to the airport at 3pm, we go surfing. When I come out of the water I check my phone again and discover another text from Jetstar that read something like this – “Hello! Your flight’s been delayed. You’re now flying at 4:30pm.” Right, my friend is now on standby to drop me at quarter to four. But wait, is that another text from Jetstar?! “Your flight has been delayed, your new departure time is 1800.” Well, luckily my friend can still drop me to the airport for 6pm but this is getting annoying as I have tickets for a gig at the Leigh Sawmill and I have friends waiting for me in Auckland. I get dropped at the airport at 5:15 and as I check in an unsympathetic orange jacket informs me: “sorry for the inconvenience but your 6pm flight is delayed by 20mins.” To which I reply, “Lady you don’t know the half of it.” I find myself in the boarding lounge with several of the veterans from the previous evening’s cancelation. We’re all firm friends now. As 6:20pm passes, we all start rolling our eyes. Surprise surprise, there’s no word from Jetstar and there’s still no plane outside our gate. At half past, the gate’s screen says boarding will now commence at 6:45pm. So we wait… then 6:45 passes and still no word from Jetstar but the screen has changed to 7pm. At 7:10, just when I’m beginning to despair, a plane has finally parked up outside the gate. Oh yey! 7:15 and we begin boarding, time is a little tight but I should still make the gig at Leigh. However, once we’re on the plane – we’re told it needs to refuel! So we sit patiently for another 25 minutes as they refuel the plane. For half the passengers on the flight, who had originally been booked on the previous evening’s 10:20pm flight, this was the final kick in the teeth. When we touched down at 8:40pm in Auckland, the apologies for the 1 hour and 40 min delay our pilot gave, were rather insulting. Try more like 21-hour delay buddy! A 21-hour delay meant I missed a performance that my band had been booked for 2 months in advance, there was also still the issue of getting myself out of an Auckland airport car parking situation, as I’d only booked parking until midnight the night before. And I still had the long drive up North to Leigh. I ended up missing half the gig I’d paid to see, (and so did my friends because they were waiting for me). I’ve tried several times to talk to Jetstar about getting reimbursed. However, no one seems to have the authority to take a complaint. It’s been months now… and I’m still waiting for my call from customer relations.

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“Good Airfare! ”

★★★★☆

written by on 27/12/2012

I would recommend this to my friends that are traveling always or going back home.. They have the cheapest airfare I had for this year! =) If its just 4 hours flight.. you dont need fancy stuff in the plane.. =) So overall I am pleased to see my airfare savings this year! I hope they will improve their meals=) ,please ....

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“Jetstar Price Beat Scam...Beware”

★☆☆☆☆

written by on 13/12/2012

This was such a scam, and I got sucked in. Watch out. I was booking a return flight to Bali, and for one of the legs it was cheaper to go by Virgin, so I called Jetstar and they confirmed they would book the cheaper leg at the 10% discount. They further said they could not book the return leg at the same time so it would have to be done as seperate transactions. So the person processed the first fare, and then she said she could book the second fare as well. So I agreed to do this, thinking that it was customer service. She then processed the second fare, which I paid on the credit card. When I got my credit crd statement the second leg as actually $200 more per person than online (I had printed a copy of the fare). Now here is the SCAM, when you book the second leg over the phone on the price beat gurantee line, they cannot book the same sale fare as on the internet, they can only book a full rate fare. So I was charged a full rate fare when it was cheaper to do it online. I was not told this at the time of booking and the lady on the phone was so insistant that she do it because it was easier for her and she had all the details anyway. When I complained to Jetstar, they said they listened to the recording and they said that I had agreed to the full fare, because when the operator asked me was I happy to proceed to book the based on the ordinary fare, I had said OK. The customer service guy basically said it was policy for telephone staff not be be able to book sale fares, and they were not obligated to advise me of this. So in the end they offered a $100 Jetstar Voucher. So to take advantage of the price beat gurantee, which was suppose to save me about $50. In actual fact it cost me an extra $400. What a bunch of scammers.

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Leepeh's Comment

Written on: 09/04/2013

You are not alone. I encountered the same issue too. I was trying to book my flight online when I faced some difficulties so I decided to ring up the call centre to enquire on some issues. A lady from the reservations team was very kind to offer to book my tickets online BUT she did not advise that there will be a differrence in fare if I were to book through the phone. She also did not advise that if I were to make payment via credit card, I will need to incurred a service and admin fee and by paying at 7-eleven and singpost, it's FOC! Of course I did went online to submit my complaint to seek for refund but I was only given a voucher in the end. What is the point of sending me voucher. I will never ever utilise this voucher as I will NEVER EVER travel with jetstar! We put our faith in them but they failed us. So disappointing! Folks, if you are considering booking a flight with jetstar, THINK TWICE or THRICE!!!

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“Less integrity than a cockroach”

★☆☆☆☆

written by on 29/11/2012

It is really a wonder that these sleaze bags haven't been sued for fraud and done everyone a favour by going out of business. Aside from the sneaky way they try to add fees to your online booking, their "customer service" and business "ethics" are nonexistent. Where to begin? About two hours before flight departure, unforeseen circumstances led me to doubt whether or not I could make my flight, which is admittedly rather short notice. I call "customer service" where the automated operator asks you to state the reason of your call -I said my flight was leaving in an hour and a half thus I needed to urgently speak with a live person. The operator said someone would be with me in 10-15 minutes and to wait on the line. After waiting for over 35 mins, I hung up and called back with a different reason. Within a minute or so, I was transferred to a representative. The impersonal rep told me that a switch of flights was no longer possible because boarding time had already started. I explained that I had TRIED to get through earlier and was told to wait on the line by the automated message, but was never spoken with. She then did some "investigating" to see what she could dig up for me and said I could be booked on a flight the next day for an ADDITIONAL $174. My original flight cost was only $70 when I made the booking. REALLY? She then said she was CERTAIN no other airline could offer me a rate this low and that she had "pulled some strings" to even get this and the offer would only be available for a very short time. Being in the frenzied state I was in, I gave her the go ahead to bill my card an additional $174 to reserve my seat. I am sure this is just how she was trained so I can't blame her personally for being overtly manipulative. I am still kicking myself for being so naive. Come the next day, I self check-in but am stopped and asked to weigh my backpack on the scale, which was over by a few kilos. Instead of rearranging things and pulling everything out, I figure it's worth it to just pay the advertised bag check fee of $11. However, because I am weighing in my bag at the airport, as opposed to doing so online, the fee for checking my backpack is now $70. $70 FOR A BACKPACK WEIGHING 13 KILOS. I try to explain all of my misfortunes with the company and that maybe I can take everything out and repack it to adhere to their regulations. They said this was not possible and either I choose to leave my backpack behind or pay another $70. Not an ounce of sympathy. My domestic flight cost to go from Wellington to Queenstown is now $314. HOWEVER, just as I am about to fork over more money to DebtStar, a stranger walks over and asks if it would be helpful if he claimed a carry-on bag for me because he was travelling with only one. I was so worked up by the twits running JetFart and so grateful for his generosity, I just lost it and started crying. The agents were quite transparent with their "oh good we're so glad for you" and STILL were trying to find reasons why I must check my bag, but really there was nothing else they could protest and they knew it. Ha. Pure slime with Zero integrity. Let my nightmare be warning to anyone booking with these crooks. Oh and the flight itself was mediocre at best.

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“Once but never again!”

★☆☆☆☆

written by kiwikaryn on 17/11/2012

My mum and I flew with them from Auckland to Queenstown. The first thing I didn't like was that they close the flight half an hour before departure which I think is stupid for domestic flight, Our Air New Zealand does not do that. 2nd thing was having to queue a 2nd time to put your hand luggage and yourself though X-ray machines which was a 1st for me also and again something Air New Zealand does not do. The best thing about the trip to Queenstown was the fact it left on time. On arriving back to Queenstown airport to check in bags for coming home to Auckland we were told the flight would be 20mins late and that earlier it was going to be 40 mins late so that delay time may even be shorter by the time we start boarding. Well after queuing once again to be x-rayed we waited and waited and waited (in a large waiting area with no air conditioner on I may add which was just awful) to be finally be told the plane was cancelled due to the crew going over their hours because their flight before us from Melbourne to Queenstown had left Melbourne late and that they were going to put us up in hotel and buses would be coming to get us and we were going to be on the plane at 7am in the morning. Then we all had to go back and line up at the check in baggage area once again which took forever to get though the long line of 160 of us. Apart from being disgusted and so angry about how they can let that happen about running out of hours and standing everyone there was the fact that when everyone had to go back to check in to get their tickets changed and be told the details about what was going to happen the amount of staff they put on the counters is what made me so disgusted with this airline. It started off with just one women for a while, then one more came and for a while it was just the two then after about half an hour there was 3 of them but there was two other women there that could of also did the counters but the didn't. One looked like the supervisor but her time would of best been spent on a counter trying to get us though, and then there was a young girl that had worked her way thought the line answering questions who when finished and had gone back up to the counter had disappeared, She also should of been on a counter the whole time helping to also get us though as quickly as possible. Clearly doing that was not a priority to them, they did not care how slow that process was for us, How tired and sore are legs got standing in that long queue. They knew we did not have a choice but to stand in line there was nothing we could do and they made no effort what so ever to speed up the process for any of us. It was during that time I said I would never fly with them again.

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“you live and learn”

★☆☆☆☆

written by on 07/11/2012

i travelled jetstar from Sydney to melbourne ,i was given a seat in the emergency seating which meant i had to put everything in the overhead locker,i wasn't to happy about putting my laptop in the overhead locker but i was instructed by the flight attendant i had to do this. when we landed in melbourne i got my laptop to my horror the case my laptop was in was full of water from the passenger in front's large water bottle. it was so bad the lady who was sitting next to me was soaked as was my seat. i was told by the flight attendant to fill in a claim form which i did well that was a waste of time as after about 4 emails and as many phone calls i have been told Jetstar does not accept any liability for anything which is damaged on their flights,so this is worth noting i will never ever travel with Jetstar again as this was a very costly experience

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“Jetstar is Terrible!!”

★☆☆☆☆

written by DFJS on 21/10/2012

Jetstar tried to charge me $400 for 3 small suitcases. They didn't want to refund my money when I declined on the $400 and then laughed at me. I flew Air Asia and saved over $300. Please choose a different airlines and also check Facebook for Don't Fly Jetstar. All Complaints that you won't believe!! How do they stay in business. I bet not for long!!!

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“They stole my money”

★☆☆☆☆

written by on 27/09/2012

I booked my flight, paid for it, the money came out of my account. Went to check my itinerary a few days before and I wasn't on the flight! Had to pay for a new ticket. Have been trying to get a refund ever since and that was four months ago. Have wasted hours on the phone and even though I provided the evidence that the money had come out of my account, no refund. They gave me a $100 voucher for waiting which I decided to be brave and use. I booked a flight and a week later needed to change the time. Paid for the change, today went to check in and alas, the time was the original time! They informed me that it would cost a lot more to change the flight now as the ticket prices have risen. I even took a screenshot of the confirmation, but it didn't even include the date of the change, so it's not evidence enough to use to get that refund. Overall, if I could've scored 0 I would've.

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“NEVER AGAIN”

★☆☆☆☆

written by Claire246 on 16/08/2012

I spent a semester abroad in Australia, and flew all all the major Airlines present in the country. When flying with Jetstar there were rude flight attendants and their check-in people were very unhelpful. I should have been given 2 free checked bags the way I booked, but was told I had to pay A$210 at the airport for "excess baggage fees". They said I could call in about the flight later and talk to someone about the issue, so I said fine. After the fact the company I used to book my flights was left on hold for hours and then ignored, for over a month and nothing was resolved. After a month of this I called in to discuss the issue with Jestar. I got through right away, but was then given, after further revision of the "incident", two options to either call the company in Australia or file a complaint online. I asked if I could do both and was told yes. The person gave me the number for calling Australia, but then hung up on me. I don't know if I will ever get this issue resolved, but I WILL NEVER FLY WITH THEM AGAIN! Completely pathetic costumer service and a waste of your money. Pay the extra money to fly any other Australian airline.

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