Don't Fly Jetstar A place to share your Jetstar complaints.

Jetstar Complaints

Jetstar make mistake and REFUSE to engage

Submitted by Khyiah Angel on Tue, 21/11/2017 - 16:25

I flew from Sydney to Melbourne for a conference last week. I selected a carry-on only fare because I was going to a conference and only needed a change of clothes. Took no computer because the presentation was online. At Sydney they weighed the carry-one and handbag; they (apparently) weighed in at 9.5kg even though I'd weighed it at home and it came in well under the 7kg limit. It was very strange and I thought an error had occurred. I was directed to the desk where they asked for my credit card, I handed it over. NO words were exchanged. They charged $60. I thought it weird but there...

Broken computer and lost items during Jetstar transport. By the term and condition Jetstar doesn't have any liability

Submitted by Kein Wong on Mon, 20/11/2017 - 20:53

Can anyone advise what to do or which lawyer I can get advice from in Auckland?

Story: 2 months ago I went to Christchurch from Auckland to pickup few items. When I purchased the airfare online I did tick insurance option. After pickup, One iMac 27, I wrapped it with foam fully and put in a hard case luggage for shipping, also there was some cloths for stuffing and some camera accessories (charger and filters). When back to home I took out all the items and saw my iMac 27 with crack screen, also there was few hard scratch and dent on the body. Packing was worn off. Note before...

Going through International check-in and out procedures while having domestic flight

Submitted by Ngoc Croft on Fri, 10/11/2017 - 21:13

I flew from Sydney to Brisbane on Sunday, 05 Nov 2017 and was asked to check-in at T1 International- Sydney Airport and arrived at Brisbane International Terminal. My flight was JQ57.
I need an answer for my question why Jetstar put customers flying domestic through International flight. I was very frustrated and disappointed because of the following reasons:
- We had to come to the airport 2 hours prior instead of on-line check-in
- We had to go through all custom check-ups unnecessarily
- We had to go on a long queue together with people coming from overseas and...

RACISM? Disrespectful Chinese signage at boarding gate 52 in Melbourne airport T4

Submitted by Eddie Huang on Wed, 08/11/2017 - 00:06

I flied with Jetstar on 7 Nov from MEL to LST. I found a Chinese (only Chinese, no English and other languages) signage at gate 52 in T4 Melbourne airport. The signal means "do not use mobile phone between gate and aircraft". Jetstar logo is under this signage. I took a photo as evidence. I wonder is there an investigation shows Chinese people are the most people who use mobile phone between gate and aircraft? Jetstar earns Chinese people's money and did this awful, disgusting thing. Conscience of the staff who made this signage was eaten by dog. Shame! Shame! Shame!

Credit Card charged but the webpage gave me error page. No refund because their record show it has gone through.

Submitted by Steve Shin on Fri, 03/11/2017 - 08:50

I had to make a quick emergency flight booking to Gold Coast because one of my relative passed away.
I wanted to book the first morning flight available.
I have filled in all the details and was at the final payment stage.
I have entered my credit card details and submitted but the page gave me an error.
I have entered my credit card detail again and repeated this process about 3 more times.
I closed the browser and started the process again and found that the morning flight i needed was sold out.
We decided to drive instead of taking the flight as other...

handbag cost $90

Submitted by Jenifer Duckmanton on Sat, 28/10/2017 - 22:26

paid for 25kg of luggage and had allowance of 7kg luggage onboard. Got to the airport and had 24kg in bag and 7kg in onboard. Told 7kg should include ones handbag and that I had to pay $90 and load the 7kg of luggage with the other bag so that would be 2 bags and that would make me 6kg over. Result $90 really to take my handbag. Buyer beware

Worst customer service and left me and my friends stranded

Submitted by Alex Sacchetta on Sat, 28/10/2017 - 16:48

My experience through jetstar has been excruciating. As they understood the situation me and my friends were stuck in, as at the end of our trip my friend was rushed to the emergency room and this affected our ability to fly home on the correct dates. I explained this first of all.

- [ ] The first person I spoke to told me I could fly out Monday night from Bangkok and arrive in Melbourne Tuesday morning , which is what we needed as all of us had already told work we couldn’t make Monday. He even started to give me the seat numbers, moments into giving me the seat allocations he told...

No Final calls made

Submitted by Hervinder Kaur on Sat, 28/10/2017 - 05:31

Seems like Jetstar has its own of desciding for which flight they wana call for someone who has checked in and not arrived..

They say that final calls are made 15 mins before and if thats correct i should have heard 20 names atleast who were still boarding the flight and unfortunately i left the queues to grab some water and then when I returned in 3 mins they said gate is closed sir.. and we cant do anything for you...

Rediculous....!

Left elderly parents high and dry

Submitted by Janette Rowland on Thu, 19/10/2017 - 19:10

My elderly parents (both in their mid 70s) were flying from Brisbane to Sydney on a 6pm flight (JQ821) that departed from gate 38 tonight (Oct 19). My mother was sitting at gate 39 (opposite) and my father was having a cup of coffee - in a coffee shop nearby. They arrived at the airport and checked in around 5pm. They somehow missed the initial boarding call and were patiently waiting. Their names or final boarding was never called. My dad then received a phone call from a Jetstar representative asking where he was. He told them he was having a coffee near gate 39. They informed him...

Treated unfairly and left me feeling demeaned.

Submitted by Adrian Hall on Tue, 17/10/2017 - 11:42

I came home today from Darwin after a fishing trip with three friends. We had been drinking and we were all laughing and having fun. None of us were disruptive, aggressive or in any way a threat to anyone else. At the check in the Trainee and his supervisor asked us to not drink anymore prior to the flight. We all complied sat in the lounge and chatted quietly. When it was time to board we were asked to sit to one side in front of all the other passengers and there were armed police also there. We were finally allowed on the plane after being talked to like children which again happened as...

Wrong Flight Details

Submitted by Kiarah Hellyer on Tue, 17/10/2017 - 11:13

I booked two flights with Jetstar, I signed up to their club and accidentally put both bookings under the same name.
When calling to change I was met with a $242.00 AUD Charge. I looked up the cost of a new flight it was $151.00.
I called and asked to speak with the complaint team which is conveniently online. It took the service officer about 5 minutes to reply to me each time and when they did they just kept referring me to the terms and conditions.
I advised that they are going to waste a seat and they suggested I take both flights. I am not two people how is this...

Cancelled flight to Newcastle for no real reason

Submitted by Tim Tregenza on Fri, 13/10/2017 - 22:37

Our mates cancelled my flight tonight conveniently bang on 2 hours prior to scheduled departure, Quoting the risk of a thunderstorm in Brisbane. But hang on, Virgin were able to fly out with no problem and didn't cancel their flight (in fact there was no thunderstorm). I made it to Newcastle after paying an additional $220 with Virgin, and after waiting another half an hour to get my token $113 refund from Jetstar) for a cancelled one way flight. The solution they proposed was to return the next morning for a 7am flight. But I feel better paying the extra as I got here when I was meant...

Flight attendants poor behaviour

Submitted by Marcus Tickle on Thu, 12/10/2017 - 13:18

Good afternoon, my names Marcus. My partner and our 6month old baby just landed in Newcastle on flight JQ483 from Brisbane. Both myself and my partner are avid Jetstar passengers and have chosen you above anyone else traveling interstate and internationally on multiple occasions. But today we are extremely disappointed in the behaviour of your flight attendants.

Upon landing, our child was asleep in my partners lap, the seatbelt sign went on, and we began fastening my partners seatbelt, as well as the attached seatbelt for our child.

When the last inspection was carried...

Flight cancelled 7.5hrs prior, 10hr wait at airport

Submitted by Sandra Baker on Mon, 09/10/2017 - 20:19

Firstly my issue is the flight to our holiday, the air hostesses were rude and nasty, the plane had a horrible odour and the flight was FAR from comfortable.
Finishing our holiday and heading to bed early for a 4.20am hotel to airport transfer, at 10.30pm we received a text saying our flight was cancelled, tried to login and change flights but everyone I chose was already booked, the earliest was 2.40pm.
As it was 10.30 at night we could not change our transfer as they were closed, contacted Jetstar to speak to someone and explain we had a transferred booked and paid for and...

My experience similar to the long sharing of delay tactics used to frustrate baggage damage claims.

Submitted by Francis Yong on Mon, 09/10/2017 - 03:26

Experience similar to the sharing of trying and trying to claim from Jetstar damaged bag. Registered complaint at Phuket Airport on arrival. But nothing happened. So emailed and emailed....
After many many email exchanges eg Jetstar asked me to get quotes for the bags...
Actually believed Jetstar email and went around photographing the bags and their price tags. No... JETSTAR. said must get a few quotes from various companies and must have official letter heads etc......
I actually believed the instructions given by Jetstar email reply and went online to source for...

Cancelled after being told to wait for delay to clear for 6 hours

Submitted by Kieran Robinson on Sun, 08/10/2017 - 05:34

Arrived at the airport to find that the flight had been dalayed for 5 hours, we had not received any text or email warnings of this. We went back into the city and came back to find it had been further delayed by another hour, we only had to wait an hour and a half for the new boarding time so we decided to wait it out, after about 2 hours of waiting they gave us a new boarding time of 9pm (it was 5pm at this time) we could see passengers leaving and going and booking flights on different airlines like Air NZ and Virgin AU, we waited about an hour (we would have left but it was an...

Beware the long walk in Melbourne - we had no warning from Jetstar and missed our flight and lost our tickets

Submitted by Daniel Ma on Sat, 07/10/2017 - 22:50

We booked return tickets from Melbourne (Tullamarine) to Launceston for a week long family holiday (with two primary school kids). We were told that the baggage check in closed 30 minutes prior to departure so we made sure we arrived an hour beforehand.

Unfortunately the first automated check in kiosk we used was faulty (it was unable to print baggage labels) so we had to try another one. This one worked for 3 of us but the fourth baggage label got jammed while printing so we had to get assistance (as you cannot re-print baggage labels at the kiosk). This "assistance" consisted...

Jetstar

Submitted by Tony Scarinci on Sat, 07/10/2017 - 10:01

Arrived at Sydney airport this am with my young child and told that our flight was cancelled. No email or phone call from jetstar re the cancellation, flight was cancelled yesterday. Told we were not able to get home until later that day, 6 hr wait. We had to book into a hotel for the duration of our wait and pay more money.
Jetstar team leader at service desk very rude and scarcastic re issue. Told because we booked through qantas that they had no contact details to contact us. My question is why can you book a Jetstar flight via qantas then? Team leader offered no apology.
...

Long Long Day

Submitted by Elizabeth Edgar on Tue, 03/10/2017 - 13:18

Planned and paid for Jetstar flights to Perth from Melbourne back in January 2017, all good.
Move onto early September had to change one ticket to fly back at later date, upshot forfeit original ticket had to buy new ticket to come back, okay can understand it was a cheap ticket to begin with. Flight was changed from being direct to Perth it became a stop over for 5 hours in Adelaide, had to alter accomodation, hire car at our cost they did offer to cancel flight orginally. Tried for three days to web check hubby on line could not do, kept telling me internal error, they promised to...

Extra Baggage Rip Off

Submitted by Matthew John Duggett on Tue, 03/10/2017 - 11:03

After booking a "cheap" holiday for the family, I originally only added 1 checked bag (due to it being a short holiday). This cost $20 each way during the booking process (after making the mistake of adding a Jetstar Club membership). I then realized after the booking, that I should have added another checked bag as apparently babies don't even get a 7kg carry on bag. I go to manage my booking to add another bag for my wife only to find that it is double the price now ($40 each way) for the same size bag. There is literally no extra effort on Jetstar's part for me to add a bag and pay for...

Got a booking email from Jetstar saying my flight is booked!

Submitted by Nikki Marie Bat... on Mon, 02/10/2017 - 08:04

I arrived @ the Sydney domestic airport this morning just after 6am! Tried to check in on the machine and wouldn't work! Then went up to the service desk and then they tell me that the payment was declined which is utter BS! As I got a email saying the flight was booked and gave me the booking number of lGFEXG!!im really pissed off and not happy! I have had to fork out another $223 dollar flight to Melbourne and now have to wait here @ the airport for 5 hours!! If you don't resolve this Jetstar I will be taking further action! And I won't be flying Jetstar EVER again! And have told heaps...

Settlement - Handballing of issues

Submitted by Megan Wilson Kelly on Thu, 28/09/2017 - 17:06

Just an update to my complaint about Jetstar not getting my husband and I to the footy in Melbourne a few weeks ago.
After lodging a written complaint with Jetstar and then having the outcome reviewed by them again, I then lodged a written complaint with the Australian Airline Customer Advocate.
Today I received an email saying Jetstar will be reimbursing the money I spent on tickets to a football game that they failed to get me to.
Justice has been done!
To those reading this post, don't give up what you feel is right. For me is wasn't always about the money. It...