Jetstar

Lost luggage and no accountability — left to chase answers myself Jetstar lost my luggage on 22 December 2023. What followed was an exhausting attempt to get even basic information through phone calls, emails, Planebiz and Jetstar staff at Christchurch Airport. Instead of receiving help, I was repeatedly passed from one person to another, with… Read more

nobody seemingly able or willing to take responsibility.

The experience left me with the impression that Jetstar’s approach to customer service is to ignore customers until they become too tired to keep asking. Taking payment is straightforward; getting help when something goes wrong is another matter entirely. Although Jetstar lost my luggage, the burden of chasing updates and finding someone who could help fell entirely on me.

The service at Christchurch Airport was particularly appalling. I approached four Jetstar counters to ask about my missing luggage. At the first three, the response was essentially: “We don’t know. Ask the next counter.”

After speaking to staff at all four counters without getting an answer, I asked to speak to a manager. I was told the manager was too busy to come out. I then asked for the manager’s phone number, which staff refused to provide. When I asked them to call the manager on my behalf, a staff member reluctantly dialled, hung up after roughly three seconds and told me nobody had answered.

In the end, it was an elderly airport volunteer—not a Jetstar employee, who overheard what had happened and helped me find the appropriate contact. Of course, Jetstar continued to pass the buck until I threatened to go to VCAT, at which point it took them 10 days to get my luggage back to me.

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

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.

A cheap airlines, they stand on the gates just before the flight with a wiegh scale to charge you any money they can as you already can't go back to check in your carry bags and even if you have 0.5kg they will charge you, and a very unprofessional nor trained stuff, like if they have a target to charge people money, my advice is avoid this airlines at all cost? Other companies are way better! Show details

I was late 10mins before check in closes, mainly because of the line they had for check in, not only did they not let me check in they cancelled my ticket and even after i purchased the second ticket to Sydney on a later flight the supervisor cancelled my next ticket and made up a lies and cancelled my next ticket for the next flight because he… Read more

had a bad day and wanted to let it out on me. He was in fact rude and standofffish and tried to intimidate me and my wife

The flight itself was fine and there were no major issues. However, I found the attitude of one of the staff members quite abrupt and somewhat rude. The service was completed as required, but a little more courtesy and patience would have made the experience much better. Show details

I made a mistake and booked a fare twice via flight centre. Their site defaulted to the same day, but week later, I tried to cancel when I realised my mistake, but both Jetstar and Flight Centre refused to refund my money. The cancellation was accepted however, so they will no doubt sell the seat again. Under Australian Consumer Law I should not… Read more

have to pay for goods not received, so my only alternative is to do a "slaw back " on my credit card, which I feel is totally unnecessary. They should have just , as a matter o goodwill. refunded my money

I’m extremely disappointed with how Jetstar has handled this complaint, particularly because I did exactly what a customer should do when unsure about the consequences of cancelling a flight, I contacted Jetstar beforehand and asked for clarification. I had booked and personally paid for flights for myself and my then-partner. Unfortunately, our… Read more

relationship ended and on 18 June I contacted Jetstar to discuss cancelling her flight.

Before agreeing to the cancellation, I specifically asked the Jetstar representative:

“Will that voucher go back to my bank or just a voucher on Jetstar?”

The representative responded:

“It will be just a voucher for Jetstar. Shall we proceed with that?”

Based on that explanation, I agreed and the cancellation was processed.

What I was not told during that exchange was that the voucher would be issued exclusively in my former partner’s name, that it would be non-transferable, and that I, despite having paid for the booking, would have no ability to use the credit.

I only discovered this when I later attempted to use the voucher.

Since then, I have repeatedly contacted Jetstar and escalated the complaint. I supplied the original conversation and proof of payment. Jetstar has now confirmed that they reviewed the interaction, but their response continues to focus on their Terms & Conditions stating that vouchers belong to the passenger and are non-transferable.

That completely misses the point of my complaint.

I’m not arguing that Jetstar doesn’t have a voucher policy. I’m questioning why, when I contacted Jetstar specifically to understand what would happen before agreeing to the cancellation, their representative simply told me it would be “a voucher for Jetstar” and then immediately asked me whether I wanted to proceed.

If the representative had clearly said:

“The voucher will be issued exclusively in the other passenger’s name, it cannot be transferred to you, and you will not be able to use the value,”

I could have made an informed decision about whether to proceed.

Instead, I agreed based on the information Jetstar provided to me at the time.

Jetstar’s response has essentially been that the information was available in their Terms & Conditions. But what is the point of contacting customer service for clarification if a customer cannot rely on the explanation they are given?

I have now specifically asked Jetstar whether they believe telling me “it will be just a voucher for Jetstar” adequately informed me that the voucher would belong exclusively to another person and would be inaccessible to me.

I’m still seeking a reasonable resolution, I’m not asking for special treatment simply because I paid for the booking. I’m asking Jetstar to take responsibility for the information provided to me immediately before I authorised a financial decision.

I have screenshots of the conversation and correspondence relating to the complaint.

For me, the most disappointing part isn’t even the voucher policy. It’s the apparent unwillingness to acknowledge that the information given by customer service can materially affect the decision a customer makes.

After numerous emails and escalations, I expected better from Jetstar.

I had an extremely disappointing experience with Jetstar today. At the gate, my carry on luggage was approximately 600g over the limit. I was told I had to pay $85 or I would not be allowed to board. I understand airlines have baggage rules and fees, but the way the staff spoke to me was rude, disrespectful and completely unprofessional. When I… Read more

questioned and complained about the charge and the way I was being treated, I was then told that I would not be allowed on the flight. I ended up missing my flight and had to purchase another ticket with Qantas to get to Brisbane, costing me even more money and causing a lot of unnecessary stress and inconvenience.

My issue is not simply the baggage fee — it is the way the situation was handled and the way I was spoken to. Customers deserve to be treated respectfully, even when there is a disagreement.

I have photos and details of the staff involved and will also be making a formal complaint to Jetstar I expect Jetstar to investigate what happened and explain why I was refused boarding.

I will never fly Jetsar again, and l have a few family members that will do the same. I had a pre booked flight from Phuket back to Melb flight, JQ18 at 10.30pm Friday, Thai time. Ready and packed and planned to leave Kata by 7pm. A friend who was staying a few more days checked the flight and told me it was cancelled. Another friend looked up… Read more

the fight on Jetsrar site and said it had not been cancelled, but rescheduled for 3.20am Sat. My international Sim card service had expired so that day so l made contact with my wife and daughter to let them know they would have to pick me up from the airport later. Meanwhile my daughter rang Jetstar customer service to confirm the 3.20am flight. The assistant said they had no record of the flight at that time, and that it had been cancelled for 24hrs(now Sat 10.20pm) even though my daughter had the same rescheduled flight information on the Jetstar site. They assured her it was cancelled, and that it must be a glitch on the site. So understandibly, there was a lot of confusion and frustration because it ment l was going to miss working on the Sunday which is a big part of my income. If l hadn't personally followed through with with everything l would have gone to Phuket airport at 1am for the "non existent" 3.20am fight. All this took place whilst there was NIL communication via email, mssges etc from Jetstar. It wasn't until days later back in Melb that l got an email from Jetsar telling me the flight is cancelled and sorry about the inconvenience and then a day later another email with the new flight details, this NEARLY A WEEK AFTER I GOT HOME. What a insult, joke Jetstar is. Never again.

My checked luggage was 16kg with a 20 kg allowance. My hand luggage was 6kg, and my handbag was 2kg and they charged me $80 at the gate.i already paid for hand luggage but it was 1kg over. Should have thrown things out than pay the extra. But how about using your brain jetstar and judgement. Absolute freaking disgusting dogs Show details