Jetstar
8,630 reviews
AI reviews summary
The overall sentiment regarding Jetstar is overwhelmingly negative, with recurring descriptions of the airline as "unreliable," "exploitative," and "lacking in basic empathy." While a small minority of passengers praised specific staff members for assistance with medical or disability needs, the vast majority of feedback focuses on a business model perceived to be built on hidden fees and systemic service failures. Significant recurring issues include last-minute cancellations without compensation and aggressive baggage weighing at the boarding gate.
Pros
- Exceptional Individual Staff: Several reviews highlight specific ground and cabin crew members (e.g., in Sydney and Adelaide) who went above and beyond to assist elderly passengers or those with medical emergencies and disabilities.
- Assistance for Reduced Mobility: A few passengers reported positive experiences with wheelchair and scissor-lift assistance, noting that staff were helpful and courteous during these specific processes.
- Newer Aircraft on Specific Routes: Some users noted that the newer A321neo aircraft felt modern and clean, even if the seating configuration remained a point of contention.
- Occasional Operational Efficiency: A small number of reviews mentioned flights departing on time or arriving early, with smooth boarding processes when systems were functioning.
Cons
- Aggressive Baggage Enforcement: Extensive complaints focus on "gate ambushing," where staff weigh carry-on bags and personal items (like handbags or duty-free) at the last second, charging exorbitant fees (frequently $75–$120) for being slightly over the 7kg limit.
- Frequent Cancellations and Delays: Numerous reports describe flights being cancelled via text or email just hours—or even minutes—before departure, often attributed to "engineering" or "operational" issues, leaving passengers stranded without accommodation or food vouchers.
- Inaccessible Customer Support: Users consistently flag the offshore call centres and AI chatbots as useless, reporting long wait times, frequent disconnections, and staff who are unable or unwilling to escalate issues or provide refunds.
- Poor Cabin Comfort and Amenities: Multiple reviews criticise the "cattle class" seating, describing rock-hard, non-reclining seats with no legroom, alongside the fact that basic necessities like water, blankets, and entertainment are only available for a high fee.
Verdict
Jetstar is described by many as a "bait and switch" service where low initial fares are quickly eclipsed by aggressive baggage fees and the high cost of rebooking after frequent cancellations. While it may suffice for short, no-frills domestic hops for those with minimal luggage, the high risk of being stranded or "gouged" at the gate makes it a source of significant stress for families, international travellers, and those on strict schedules.
Absolutely sh*t show from Jetstar. VH-VKI tail number l… I'm on JQ27 (1 August 2026). This flight was supposed to arrive in Sydney on 31 July but was delayed due to engineering issues. The frustrating part is they apparently knew for over 24 hours that the aircraft wasn't in a condition to fly, yet failed to organise a replacement. Instead,… Read more
they've got hundreds of passengers sitting in the lounge with no clear timeline, no transparency about what's actually happening, and no meaningful updates so people can make informed decisions. Engineering issues happen—safety should always come first. But poor planning, poor communication, and leaving paying customers in limbo is unacceptable. Jetstar's leadership seriously needs to take a hard look at how they're running operations, because this level of customer service is embarrassing. Resign and go try again
Jetstar cancelled our flights at the last minute because they didn't have a pilot to fly the plane so we lost a whole day of our holiday, Jetstar didn't offer us any sort of compensation Wouldn't recommend Show details
I had my phone charger and some medication for ear ache in my pocket and a staff on the tarmac asked to if they were weighed. She was so rude. Jet star is every negative comment that people have put on the reviews.
Reviews with attachments
Bad experience face while travelling to Perth from Melbourne airport. Show details
Jetstar lost my bag 6 weeks ago and is weaponising a fake police loophole to avoid paying." Show details
I really just dont like the turbulance as it is on a plane its normal and it can be so scarey, at that tuesday flight was, That the lady next to me was holding onto me, very tight which i really didnt mind as she was screaming a little and i helped calm her down But what i really dont like is when the pilot and flight attendents dont warn you or… Read more
apoligise for this happening.. its the 4th plan in 12 months no one says anything why is that ???
The other thing is when 20mins into the flight i was really sick when i saw the dirty lights above me,,, it looked like blood over them.. It really alarmed me and totally made me sick in the dunny ( frightened me ) i know its extreme yes but it wasnt nice to look at it as it was all red like blood They should be all cleaned also
Rescheduled or bumped off the list! Could this be the case??? Am I assuming yno? Here goes: Flight rescheduled (01,10) by 10 minutes via email notification for flight at Xmas Airline declined to put me on a early flight citing policy 1hr policy Rescheduling and changes to my flight often happens to me as I am a regular flyer with airline this… Read more
is a issue
Due to fly out (24,11) Xmas eve asked I be compensated for this dollar value
I am making a current claim dollar value as I made successful claim and won against the airline in the past once for almost $699
Where a flight was cancelled but airline did not acknowledge the travel insurance I had talken out
This airline needs to reflect and show accountability to customers and honour their customers tickets and schedules
I planned months in advance for this and am organised so why is the airline not organised
I am after some money via a claim Disappointing particularly round Christmas
Give customers a fair go
- +1
Don’t fly Jetstar – We flew Jetstar flight 57 to Bali in December 2024. The flight was supposed to take off at 7:20am AEST and was delayed until 8:30am. Then they boarded everyone and we sat on the plane in the airport until about 9am instead took off at around 9:05am. They did not tell anyone why it was delayed. There was no inflight entertainment and they turned… Read more
off the WiFi, and also the meals were expensive. Since the flight was delayed, we missed our ferry over to Nusa lembongan and had to wait another 3hrs. We definitely don’t recommend flying Jetstar, even though they’re cheap it’s probably not worth it. Also the baggage reclamation was slow.
Had my suitcase torn open by Jetstar baggage handling on a return journey from Denpasar to Melbourne. I made a damaged baggage declaration at the airport that was duly witnessed and signed by a Jetstar employee, but since then (and its now been almost two months) instead of settling the matter Jetstar just keeps inventing new documents they need… Read more
to assess my claim. Today they decided they needed a witnessed statutory declaration, not worth continuing #### them. TOTALLY DODGY, STAY AWAY AT ALL COST!!!!
Don't know where to start from, I booked a flight to Sydney from Melbourne, got very sick contacted jetstar immediately and told them. They told me if I could get dr certificate and lodge a refund. I did everything right. Over 20 days later still not received my refund contact multiple times and all what I get your refund on the way. Then contact… Read more
again and one of the jetstar member told me that they can't refund me the money they only can do voucher. Which I don't want it. And I got it in writing that they proceed my refund etc. Anyway Long story short im taking this matter legally and i would never ever fly with jetstar ever again.
On 2 Jul 2026 I travelled on JetStar JQ654 flight from Melbourne to Canberra. While keeping my suitcase on the overhead locker, my left little finger got scratched and blood started coming out. Cabin Crew (Airhostess) was close by and suggested that she get band aid. Very nice of her. However, in spite of repeated reminders, she got it after 10 to… Read more
15 minutes; all this while I was pressing the wound with the thumb of right hand to stop the blood.
Such inefficient and callous attitude specially during medical emergency is not acceptable.
JetStar must review their medical assistance policy. Thanks
My little brother that is on the spectrum called up for the first time and the jetstar lady made fun of him laughing, muting herself and ending up hanging up on him. They sent us this email and that was it. Thanks Jetstar
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I have always fly with Jet star all the time, from Perth, Sydney, Brisbane, Adelaide, Melbourne. From Check In to Arrival at the destination with effortless Travel. I even made friends with cabin crews and pilots for that matter of how the flight was superb. However, Today, i had o drop off my sister and brother in Law from Sydney airport … Read more
arrival in to Nadi Int Airport this afternoon.. To be Honest Arrival into Sydney Terminal excited when greeted by the lovely Lady who was at the front of the entrance into the checking In line. And when we reached the counter we were served by a lady and i believed who was a Muslim and her name was Raima or Naima and was a very tentative Listener but not very helpful at all. I had prepared the luggage to suit the 3 suit cases totalling up to 47 kg per passengers. Eventually upon calling on line to ask the previous day, the lady that Served me was Chin ron the call Centre i believed, said that it was okay to combine the weights of both passenger into three luggage as she said it was okay to do so. We arrived at sydney airport this morning with the same arrangement that was approved bu Chin on the phone the previous day which was on Monday the the 25/05/2026. Cut the story short, the lady that served us kept aying that we were over the weight and had to pay or buy two plastic bags and take out 1 kilos and pack it in this two plastic bags... which we did not intend o do. As first we cant buy anything else and secondly, why when they both have a total of 94 kilos in total was what i purchased on their behalf through the phone. They arrives into Nadi only to find out that the three suit cases did not arrive at all his afternoon on their flight... and whats worst was, my brother in law was on a wheel chair with Dialysis, heart problem, asthmatic and stomach cramps when he is stressed out and also missed his medication. One of those suitcases has all his prescriptions and medicine and pills and his sickness depends those suitcases thats did not arrive into Nadi Airport in Fiji this afternoon. I made another call as they called me from fiji stating that none of the suitcases arrived and. He needs his medicine (pill) upon arrival.. which did not happened as expected. So i made calls and only to be told that it will take a whole day for the investigation. I am totalling against this procedure, especially when you fully paid for the services and it was not executed and delivered as expected. My Brother in Law life is in The Jetstar's Jurisdictions as you know that the suitcases was not uploaded into the aircraft and you should be transparent with us and tell us openly rather awe realised it upon arrival nothing was uploaded from sydney. SO I LETTING YOU KNOW THAT BECAUSE OF THIS SERIOUS CASE, I HAD LODGE THIS INCIDENT WITH MY Lawyers and THEY WILL BE Contacting THE JETSTAR LEGAL REPRESENTATIVE...REGARDING This issue.
INTERNATIONAL area at Perth Airport with almost no staff around to help? Around 10 of us were waiting at T2 from 10:45am with nobody at the booth, no proper info on domestic boards, and we only found out after running between terminals ourselves. Then your staff acted like it was our fault and support wasted 2 hours just to “open a case.” Absolute mess of an experience. Do better. Also who da phuc have domestic flight on international rows? Show details
We had purchased extra legroom seats; however, these were not provided. While I understand that operational changes can sometimes occur, such changes should be communicated to passengers in advance. However, instead: 1. There was no notification regarding the seat change. Considering that Jetstar can send 100 emails regarding constant change of… Read more
flight time, they should be able to send one extra message regarding seating changes. The lack of communication resulted in unnecessary confusion when attempting to locate seats that did not exist.
2. The staff was rude. When approached a female flight attendant to kindly clarify the seats, the interaction was not handed in a nicest way.
3. I believe it would be appropriate for refunds to be processed automatically when a paid service is not delivered. Instead, customers are required to initiate the refund themselves. The customer service representative on live chat who assisted with my refund was extremely kind and helpful, and I appreciate their support. However, the last thing one wants to do after returning from holidays is wasting the time on live chats, chasing the refund.
Overall, this experience resulted in a waste of time and avoidable frustration, which could have been prevented with clearer communication and more proactive service. The lady sitting in the seat next to us told us, that she not only did not get extra room seat but also had been separated from her husband. At least, I could still sit next to my partner. We booked extra leg room for a reason, as my partner is very tall and does not fit in a ridiculously small room Jetstar basic seats have. Imagine sharing the seat with a stranger...
disappointed service .. at hobart international airport ..australia.. They charge $85 just for 2kg.. if i ask them to take my stuff back.. she just argued and says just 30 seconds left for your flight.. lady name [Name Removed] .. worked at hobart airport Show details
Unprofessional and unreliable. Flight cancelled on morning of leaving. ‘Operational issues’ - during a busy school holiday period. This is a poor business model. Such a disappointing company. Is this the best Australia can do? Show details
Latest follow-ups
there was no staff to help with oversized baggage so we missed our flight, we were trying to tag our bags but half the machines were not operating. staff had no care factor Show details
Follow-up · The bagging eventually got sorted after we missed the flight. The staff did not care that we missed it and forced the $180 payment explaining that we were lucky, most airlines would have charged a new flight. I did not feel lucky for their lack of service. And I haven't heard from anyone to rectify the problem.
Follow-up · disappointing that this charge was not reimbursed.
Jetstar to Rarotonga. I arrived, my luggage did not. Along with about 60+ other passengers. Apparently they off-loaded two containers of luggage for… Read more
weight reasons, fairly full (but still quite a few vacant seats) flight. Apparently they do this frequently. Not the way to run a business and shows they only want your $$$. Trying to find out when I might see my luggage does not bring any joy (or information. Would I fly Jetstar again? No way! Seats are uncomfortable for an overnight flight, service ok for what it is. Available food and drinks restricted availability. Customer focus - zero. And lost or undelivered luggage is frequent, judging from other reports and information from baggage handlers and reception at our accommodation. Budget airline, extremely low service. But they are the only direct flight from Australia.
Follow-up · Answers to questions: - The only alternative seems to be going via Auckland. Somebody mentioned that Qantas may be doing direct flights in the future. I have not confirmed this. - Response from customer service - they were hard to contact, did respond when I submitted a claim but showed zero proactivity in advising rights, expected delivery of… Read more
Follow-up · Luggage was delivered the next day - fortunately there was a flight that day, JEtstar get 0 stars for communication, everything initiated from my end. They did reimburse me for some clothing I ahd to purchase but only because I sent a claim - they… Read more
Worst EVER airline service Hosts were great but their airline service, accountability, reliability, and assistance were absolutely dreadful. To be… Read more
honest aviation authorities should stop this dreadful service, Third time we used them and we were not only delayed, we were misinformed and advised flight delayed by 3 hours, then when we arrived at airport were told the flight departed on original time, guess what? No replacement tickets no assistance remorse, just tough luck, buy tickets again to come home. I hope they go broke, NEVER EVER FLY JETSTAR
Follow-up · Third party booking was not the issue, the issue was solely with Jetstar as they did not want and still don't want any accountability or offer any compensation. Improvements?? to be honest, there is nothing that they can improve on that would ever make us use their airline again. After the flight had departed, immediately they "washed" their hands… Read more
Follow-up · Since my first "encounter" there's been no progress as it's a set and forget. I have and will not ever use this terrible airline again....ever Cheap flights cheap airline, definitely no service
Positive reviews
We had a booking from Cairns to Canberra (via Brisbane) for 29th July. Jetstar had made a Schedule Change on our Flight from Cairns to Brisbane that was greater than 3 hour's. This also resulted in a 4 hour layover in Brisbane. I contacted Jetstar Online Chat last Friday and spoke to an agent (Chloe) who I think was based in the Philippines..She… Read more
looked at our booking and after a 10 min hold came back and confirmed we were entitled to a Refund. After finalising at her end she sent a copy of our online chat confirming refund.. On Saturday I revived a email from Jetstar confirming that the Resolutions Team were working swiftly to process our request. Today (Tuesday) I received an email confirming a full refund back to my Bank Account. Extremely satisfied in how this was handled in a prompt matter!
To anyone that has received a "Schedule Change" from Jetstar that is more than 3 hour's to the Original Flight Departure Time you are entitled a Full Refund under Australia Consumer Law. This is also stated in Jetstars"Compensation and Refund Policy". I should note that our Booking was made directly on Jetstars Website. If Booking is made through a "Third Party Site" it may not be as straightforward.
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I would like to acknowledge Navalle (hopefully this is correct spelling). She was on Jetstar service counter at approximately 930pm. Due to delayed flight, She assisted me with getting a back seat close to the toilets, as l had originally paid for a back seat. Thanks so much for your support. It was truly appreciated☺️ Show details
I would just like to say a big thank you to the lady on the enquiry counter who went out of her way to help me with my booking very impressed with service as well as the other staff who helped with my luggage Show details
Negative reviews
I booked travel with Jetstar with the explicit requirement of traveling with my accredited psychiatric assistance dog. Despite providing full documentation, including a valid Public Access Test (PAT) pass and official Handler ID, Jetstar refused to allow my assistance dog in the cabin because the training organization isn't on their internal… Read more
pre-approved list. Because I cannot travel without my assistance dog, Jetstar was unable to provide the booked service. This constitutes a major failure of service under Section 259 of the Australian Consumer Law (ACL), as well as a breach of the Disability Discrimination Act 1992 (Cth). When I requested a cash refund to my bank account, Jetstar flatly refused and stated refunds would only be issued back as a credit voucher because that was the original payment method. Under Australian Consumer Law, internal airline voucher rules and system limitations do not override statutory consumer rights for a major failure of service. Frontline support has repeatedly refused to escalate or process an EFT bank transfer. I have been forced to escalate this matter to the Airline Customer Advocate and the Australian Human Rights Commission. Extremely disappointing experience for passengers with accessibility needs.
⭐☆☆☆☆ Absolutely one of the most frustrating airline experiences I’ve ever had. From start to finish, the service felt disorganized, communication was poor, and the overall experience was stressful instead of enjoyable. For a company that transports thousands of people every day, I expected much better customer service and clearer communication.… Read more
Instead, I was left feeling like passengers were just numbers rather than valued customers.
Delays and unexpected issues can happen with any airline, but it’s how they’re handled that makes the difference. Unfortunately, this experience lacked transparency, empathy, and professionalism.
I won’t be choosing Jetstar again if I have another option, and I wouldn’t recommend it to anyone looking for a smooth, reliable travel experience.
Apparently an infant isn’t allowed to have a carry on bag. Just got charged $85 dollars for a baby bag with nappies and baby essentials in it for my daughter. Absolutely ridiculous.. Will never fly Jetstar again. Do not recommend Show details
Recent reviews
ABSOLUTE DREADFUL! Pleaseeeeee save yourself, and don’t fly with them! First off, they charge you a ton for your checked baggage and for your carry on! I have never been asked in my entire travel life to weigh my carry on luggage! We had to pay over 700 for our luggage! Please RUNNNNN DONT FLY WITH THEM Show details
Absolutely disgusting went to check in my sister was extremely anxious at the time..said we were to late,!! had carry on luggage and cost 170 extra for another flight..meanwhile as booking another flight they call for her missed flight for people to board..what a money spinner jetstar she could have comfortably boarded that flight.. we were… Read more
speaking with the ticket people for atleast 15 mins..what a absolute rip off and if thats your customer service well you can stick it !!!
Reading the reviews below sounds to me like jetstar, just like adding the extra $$$ for any… Read more
We Travelled from sydney to pert for my son's soccer camp. and the lost his bag. we had to buy everything for his training. upon return they refused to pay for his water bottle as it seems not essential to them. Even explaining them why its essential item , their response is a 8 years old boy can do full day soccar training without a water bottle ... Disgusting response
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Why is Jester doing this to me? I paid my money for my luggage to be safe and delivered to where… Read more (+1 reply)