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

Jetstar Complaints

Cancelled flight-appalling treatment to the sounds of Maria Carey’s Christmas Carols

Submitted by Russell Carter on Thu, 21/12/2017 - 16:05

Travelled Darwin to Adelaide with Jetstar Jetstar airlines on the JQ84 Darwin to Adelaide flight 19/12/17.
Following check in, around departure time, we were informed that the flight had been cancelled
as I understand for lack of of a single member of flight staff.
We were at that point instructed to go back to the check in desk on the ground floor.
This announcement was followed by a mad rush to the Jetstar desk and the formation of an long line of disgruntled passengers. At no stage whilst we were in line were we advised of what was happening. Through a process...

Suggestion Contact details for making a complaint in your state.

Submitted by Daniel Gunn1 on Mon, 18/12/2017 - 12:27

I've responded to several emails on this site.

A lot of people think the ACCC are the one to go to make a complaint, but this is not correct.

The ACCC has four main golas:
1) Maintain and promote competition and remedy market failure
2) Protect the interests and safety of consumers and support fair trading in markets
3) Promote the economically efficient operation of, use of and investment in monopoly infrastructure
4) Increase our engagement with the broad range of groups affected by what we do.

None of the above suggest the ACCC are the right...

Darren pincini

Submitted by Darren Pincini on Sun, 17/12/2017 - 15:32

The day gets better
After being ejected off first flight

Then allowed to buy an other ticket next flight

Not even a 24 hour ban

Go to check in , I must check in at counter

All scales , interestingly owned by airport all read different weights
Not a lot but different

I had flown Melb to Adelaide this morning , no overweight problems
Checked in first bali flight no oroblems , your now 2 kg over , 100 dollars please

Do u have an ongoing booking , never was an issue this morning
I asked why , ladies response I can't...

Terrible Jetstar flight from Hawaii to Sydney

Submitted by Sharon Alberto on Sun, 17/12/2017 - 13:21

We recently travelled from Sydney to Hawaii return (a family of four). We prepurchaed the plus bundle to allow us to select our seats and include meals (which according to the website when we booked included a hot meal with water, dessert and a bread roll, plus a snack later in the flight). We had no problems on the flight from Sydney to Hawaii, however the return flight was a different matter. Firstly on check in, they tried to put us in different seats than we had selected. We had deliberately chosen the three seats near the window, plus one across the aisle, as my son is a plane buff,...

Why has Jetstar not got better in 13 years?

Submitted by Nigel Hamley on Sun, 17/12/2017 - 09:57

Jetstar have been attempting to run an airline since 2004 but the number and seriousness of the complaints just seem to be increasing. In addition the standard is slipping and the rip offs for more revenue go on and on. Jetstar make price gouging an art form. One day a trip is $150 the next the same trip is $400+. Extra for a decent seat,extra to sit with your family,extra for a glass of water,extra for a cushion ,extra for a snack, extra ,extra ,and more extras. Meanwhile the casual attitude of the staff and off hand attitude towards any comfort or refund service continues. They don't...

How far is the walk to boarding at Melbourne domestic?

Submitted by Nigel Hamley on Sun, 17/12/2017 - 09:37

On a recent Sydney Melbourne Jetstar we had to walk across the tarmac getting off the plane then what was no less than a 15 minute walk to baggage collection. No travellator just a long walk carrying hand luggage. Unless you like walking don't fly Jetstar into Melbourne the the walk could bring on a stroke or worse

Changed my Seat because I hadn't pre paid for it

Submitted by Marie Hourn on Sat, 16/12/2017 - 20:36

I was traveling home from Sydney to Gold Coast with my Daughter and 18 month old Grandson
We arrived at Sydney Airport 2 hours before the flight to make sure we were sitting together so I could help my daughter with my Grandson. And our 3 bag's of carry on luggage
Only to find out they had changed my seat to 10 rows down from my daughter's and Grandson's seat.
Not only had my Daughter payed for her seat $99 but also paid $30 for my Grandson to sit on her lap for the trip home.!!!!!!
JETSTAR decided to move me to a different seat. I WAS TOLD Because I hadn't Paid...

VERY GRUBBY THIS AIRLINE - ACTUALLY STEALS YOUR MONEY AND DOESN'T CARE ABOUT THEIR CUSTOMERS!

Submitted by Steve Suter on Sat, 16/12/2017 - 09:25

I was trying to book a flight from the Sunshine Coast to Melbourne in November 2017 and near the end of the complicated booking the Jetstar site crashed. I tried again after waiting a several minutes and the same thing happened. I needed to get to Melbourne the next day so I went on to the Virgin site and checked for a flight. Instead of spending 30 mins trying with no luck, I was able to do the whole process smoothly without any add-ons all in less than 10 mins and for nearly $200 less than Jetstar's price.
Next time you are flying don't be sucked in by Jetstar's advertised price...

Change of name

Submitted by Jordan Brown on Thu, 14/12/2017 - 20:59

My family had booked a holiday to Hawaii leaving on the !st of January we are a family of 6 and where taking two people with us 2 weeks ago we were made aware that one of those people could no longer travel therefore my mother In-law offered to reimburse this 22 year old uni student his $1400.00 and take his seat on the plane and pay the $75 fee to change the booking name But oh no it was going to be $1631 to do that apparently in this techno world we live in you can't just change a name you have to cancel the booking the rebook but at the current price $3k this is daylight robbery...

Lost/ Delayed Baggage

Submitted by Bips Shangari on Sat, 09/12/2017 - 17:02

I would like to put forward a formal complaint for the mishandling and the worst customer service attitude shown by your staff with regards to our lost baggage and the subsequent trauma that we are going through at the hands of your staff in Delhi Airport.  
 
My wife who took the connecting flight from Melbourne to Delhi via Jetstar and China Southern on 6/12/17 flight Number JQ 504 and CZ-326, landed in Delhi, we filled the baggage delayed form and requested the staff to process the request to Sydney airport so that our luggage could be returned to us but your staff has...

Check In Under Staffing

Submitted by Dominic Ogburn on Thu, 07/12/2017 - 11:17

Further to my below complaint to Jetstar they provided me with the following apology response and a $100 credit, which I reckon is pretty decent and I appreciate it !!

Dear Dominic,
Thank you for contacting Jetstar. I'm concerned to hear about your check-in experience when you travelled with us to Melbourne on 1st December 2017.
At Jetstar we provide ‘point to point’ air travel at a very low cost. We do this by focusing on efficient aircraft utilisation, quick turn-around times and improved on-time departures. Which we achieve through a range of measures including, same...

Jetstar.com - Proudly Australian Rip-off

Submitted by Josef Leszkovszky on Thu, 07/12/2017 - 09:04

Airline passengers consumer rights in Australia seem to be not worth the paper they were printed on. We received a AUD 60 refund and their finance department is incompetent enough to declare 3 different, verified European IBANs invalid repeatedly over the last two months. These 3 IBANs are in daily use so it is impossible they're invalid. Blessed be those who believe in these kind of coincidences. It's more probable that their banking software is buggy or their finance department employees failed their computer drivers license tests when it came to the copy & paste part. Totally...

Email to Jetstar Advocacy Manager, Jetstar CEO and Qantas CEO

Submitted by Doug Robinson on Wed, 06/12/2017 - 19:13

While you advised that you will not respond to this note, I thought I would nevertheless try one more time to explain our concerns:
1) We agree that customer choice is useful, but informed choice requires full price disclosure.
2) In our case we were provided with 2 documents (ticket, and a check-in reminder) that clearly presented the pre-paid baggage prices (as well as a few somewhat higher pre-airport prices) under the heading “To view baggage fees applicable for your flight, please see below”.
3) In the prices shown below this title, there were exactly zero prices...

Jetstar or should it be rebranded as Scumstar? $585 to change a name, no 'Customer Care'.

Submitted by Stephen Bowskill on Wed, 06/12/2017 - 12:14

Booked a trip for myself and son to Japan. I should have stuck to my vow NEVER to use this foul company again.

FIRST: It staggers me just why a company in a seemingly strong international competitive environment would ACTIVELY seek to alienate it's customers in the most consummate manner?

I have been a long time campaigner to give Australian business a fair-go, but Jetstar needs the blow torch of Asian competition.

My son has a compulsory Professional Education course which cropped up after booking. It cannot be changed.

Tried to contact Scumstar. Only 'chat'...

decline credit card - 3 different ones 3 times each

Submitted by Valerie Speed on Wed, 06/12/2017 - 10:55

decline credit card - 3 different ones 3 times each
I can't pay for my 2seats =£7.10 as from England - only want to go from Sydney to Adelaide, in August 9th 2018.
Site keeps freezing, and can never speak to anyone / on computer. Can't even - at great expense phone them up to pay over phone.... Auto answer is useless. may have to cancel and rebook elsewhere

Copy of Email to Jetstar and Qantas CEOs

Submitted by Doug Robinson on Tue, 05/12/2017 - 16:08

I believe the differences between us come down to 2 questions: 1) Is the documentation Jetstar provides on baggage fees designed to trap unsuspecting passengers into paying very high last-minute charges, or is customer confusion caused by inconsistently presented baggage fees just a happy accident? 2) Is there any possible underlying economic reality that might justify Jetstar's price escalation of up to 1000% between pre-purchase baggage fees and at-airport baggage fees?

Since Jetstar has chosen not to engage on either of these questions (and instead has merely confirmed "accurate...

Excess baggage

Submitted by Timothy John Co... on Mon, 04/12/2017 - 09:15

For some reason security knocked back an item I have carried on numerous times before ( maddening officiousness but I guess that's for another page ).
The item weighed 3 ounces and was about the length of my middle finger. Jetstar charged $60 to check this on and were totally unsympathetic and mostly unfriendly in doing so.

Shitty services

Submitted by Nirmansha Joyle... on Mon, 04/12/2017 - 05:13

My husband and i made it way before time to the airport and got our baggage tag printed and in line for to drop our bag.Despite being 30mins way before time we were stuck in line and by the time we reached the front of the counter we were told baggage counter was closed and have to take next flight to our destination and had to pay extra $50.We both had work to reach but bcz of the shitty service we could not make it on time and are stuck.Got next flight at 5.20pm.Almost 12 hours delyd.P.s the supervisor needs to learn how to talk to customers.She is so unprofessional.Plz jetstar train...

Excessive ($425) Baggage Fees!

Submitted by Doug Robinson on Sat, 02/12/2017 - 11:15

My wife and I recently flew from Sydney to Honolulu on Jetstar Airways. They sent us baggage fee documentation under the heading "Baggage fees applicable for your flight". The fees provided suggested the total cost would be ~A$83 for our 2 bags. Jetstar didn't qualify their documentation to say that the fees presented were "Pre-Paid" fees only, or otherwise advise that extreme price increases would apply to baggage paid for at the airport. When we did check in at the airport they wanted to charge us A$550 for our very regular 20 and 24 kg bags. They subsequently reduced this to the...

Jetstar cancelled my ticket without any notification

Submitted by Lily Moon on Tue, 28/11/2017 - 16:52

I booked the ticket on 20 November, everything is gone through, I had a ticket with booking number. On 23 Nov, I again paid for the seat booking. I received an email to confirm my ticket with a seat located.

On the 26th November, I couldn't checked my flight info. I chat with Jetstar customer care, they told me my ticket is cancelled. NO NOTIFICATION, NO CONTACT AT ALL.

WHAT A FUCKING HELL THEY DID TO ME?

A whole plan for Christmas and new year is fuck.

Change of Name

Submitted by Beverley Brown on Fri, 24/11/2017 - 08:05

The following complaint letter was sent to reception@jetstar.com on Mon - by Thurs with no response - I re-sent the email. I also contacted the virtual help Jetstar line advising I had a complaint and had sent the email to reception@jetstar.com. The virtual response (after waiting for a period of time) asked for more details. I was not able to respond immediately and after about 1 minute the virtual person said they were closing the chat line as I hadnt responded. Jetstar your customer service and...