Honestly the worst booking system and customer service ever! My partner and I tried to change flights, 1 minute after my partner finished her booking, the fare was sold out and we were left with no options but to pay for business class. Then we get an email 1 day before departure (as we been looking at this flight many times) to say it’s available in economy.... then advised by customer service, everything is non refundable and unchangeable. Would not recommend ever ever! And will never fly with them again
Review by Snuggy1 month ago
2 kilo over carryon luggage and missed flight for over 4 hours. Don't fly with Jetstar again or putting on more cloth to reduce weight. I could have put extra weight into checked in luggage if I knew they were so harsh and so desperate for extra revenue.
Review by Alicat1 month ago
Melbourne airport employee is so rude to customer. It is not everyday you fly for holiday. Basic customer service is not hard to give. Shout out to "Karen" (Jetstar employee Terminal 4 Melbourne) you don't need to be so rude assisting people in check in baggage. If you don't like your job then quit!!!! You don't need to traumatised people and be rude. Stop treating people like they are so stupid and assist them properly. You upset people. Worst day of my life. Already ruined my holiday.
Review by Machoo1 month ago
If I could make a review of this airline less than one star I would. The customer service with their process is beyond just beyond words.
It’s not hard to offer basic communication when events happen outside of safe practice for all passengers and crew collectively.
But the lack of basic communication and basic skills to keep current and future customers happy to hopefully give better customer reviews in the future is not possible with this airline.
For over 20 years I have had to travel with this airline ( Not the preferred choice) and on no less than at least 40% of the occasions I’ve had to use this service have I been met with bad customer service. In every personal touch point there have been issues. How employees stay happy working for this airline? I’m sure they would have their stories too perhaps?
Bottom line is if you have a choice and you value the basics in customer service think twice before using this airline as your preferred choice of domestic travel within AUS.
Review by Protasio2 months ago
I momentarily looked at my phone to send an important text when the air hostess was giving emergency instructions. She asked me to look up, and I did! As if, i need to use my eyes for hearing. She does not have eyes to see that eyes are for seeing, not for listening. On top of that, I was asked extremely rudely to change my seat to the last row for not looking up at the air hostess for emergency instructions! I was shocked at their crassness! Shitstar experience on board JQ267. I politely told them that I have heard these emergency instructions 100s of times and no one tells the passenger to change their seat unless the passenger is willing to!
I had a really embarrassing experience on board and it sucks that these terrible airhostesses are employed. They need to be fired, not hired. They have zero hospitality and empathy. Heartless beasts from some mother effin' planet !
I will see to it that jetstar gets no passengers on board one day.
Review by Ghizlaine2 months ago
Booked a flight along with two other flights through trip.com. realised I hadnt got luggage with this flight thought i had made a mistake. Jetstar now want me to pay £80 for 20kg the flight was only £60. repeating the booking process I found that checked in luggage isnt an option. speaking toTrip.com They admit that they are party to this misleading practice. So dont fly with Jetstar and dont book through Trip.com
Review by DogEatTurtle Wasit2 months ago
Jetstar is without exception the most horrible airline I've ever flown with. They've cancelled two of my flights in the last week, provided no viable options, and the staff were shockingly rude EVERY TIME. Tonight (26 Sept) I was even accused by a staff member of videoing the exchange, even though it was very clear I was looking down at my phone and texting someone. I said "Are you f**** kidding me?" After that, the staff member sitting next to her told me I was banned from the next morning's flight for being abusive. I am now personally taking it upon myself to shame this pathetic excuse of an airline.
I urge all of you who have received equally poor service to write to the CEO of Jetstar, Gareth Evans, as well as Alan Joyce, CEO of Qantas. Because Qantas is their parent company, it's vital that Joyce be made aware of the situation, too.
Review by JonniLyn2 months ago
Worst airliner ever will never fly again with jet star cancelled flights when other airlines are flying .cost us 1500 dollars to book other flights as they couldn't or wouldn't get us on flights for 4 days . No compensation just a terrible airline our friends did warn us not to book with jet star; wish we had of listened to them .I'll never fly with them again and will tell everybody and anybody not to fly jetstar.
Review by Saetern2 months ago
Long story short. Flight was cancelled. Couldn’t get us alternative flight to Sydney within 24hours even if we drove to Brissie or Gold Coast. Decide to be on call for next flight- it is also cancelled. Drive to Ballina to fly out morning next day. Lose day in Sydney, lose accommodation cost, costs us fuel, night accommodation in Ballina and parking costs. But this is not the final straw. The final straw is on return journey our luggage is 6kg over (combined 3 people), same weight as when we flew there, and they charged us $120 - what the. Could have charged us $60 for one person being over or $45 to check one bag but nope charge us for two bags being over (weren’t aloud to split with between three of us). Plus they let another family through who were over and didn’t charge them. Don’t understand how they can pick and choose- feel like this is discrimination. They were rude and didn’t care that they had already cost us over $400 for our one day holiday that was meant to be a weekend away for my sons birthday. Was a regular customer and had a Jetstar card. No more. Talk about kicking you while you are down.
Review by Bnak Betambeau2 months ago
Dreadful booking process online, can take upto half an hour for a simple return flight. Complete waste of time.
However in my experience their flights depart and arrive on time. They may be no frills but they are cost effective.
Review by Andszey2 months ago
Thank you Jetstar - many a safe and timely flight experiences over many years and I’ve not been compelled to leave a review until now. (A few delayed trips too in our history). Last night we experienced our first cancelled flight. Wow what a positive experience that was.
Many were complaining and for sure very frustrating if time poor in getting to something like a funeral or business meeting etc.
How staff communicated, and processed everyone with, replacement flights, vouchers and hotels was impressive.
Proud to regularly fly Jetstar for business and personal trips.
Julie and Andrew
Review by Saltani Grumann2 months ago
Had to cancel flight as I needed to fly back to attend to a sensitive family matter. All other flights cancelled as they showed empathy and compassion. Jetstar wanted documentation which is completely distasteful. I refused and forfeited my refund. All hotels and other airlines refunded no problem & when I sent this onto them as learning how to be human. Their answer: we need to compile with our product policy 🙄
Review by Kendrix3 months ago
I’m giving one star to this company only because there’s no negative numbers. They recently decided without notice to charge customers over the gate NZ60,00 if the “combined" carry-on luggages exceeds 7kg. Very dishonest to their clients. This was my last flight with this company.
Review by Anjalina3 months ago
We paid for our flight and were raped by jetstar at for being 4kg over on our bags.
Review by Vojta3 months ago
All I can say is, DON'T trust this airline. You will not get where you paid to go. A budget carrier is one thing, but the unreliable service is not worth paying for. If you value yourself, your time, your money, travel another airline. Hitch hike if you have to. It's more reliable.
Review by Seeana3 months ago
My partner's flight from Melbourne to Bangkok was cancelled with no explanation, he was put on another flight, told explicitly by Jetstar employees that there was no time for him to transfer his bags and that they would do it. Which they didn't. Another airline assisted us in locating one of the two bags. The other one is still at large and after we have emailed Jetstar they have evaded all responsibility. Most appalling customer service I have ever encountered. Definitely telling everyone out there to avoid this airline at all costs.
Review by Mamvura Londyn3 months ago
we had a family bereavement , booked return flights , a hotel and a rental car as the function was late afternoon , I went to get the boarding passes on the morning of the flight , less that 2 hours before takeoff i received an email the flight was cancelled due to "engineering " issues , and there were NO FLIGHTS available that day , would i like one tomorrow ..... really ... , oh and sorry theres no refund for the prepaid hotel or the rental car . NEVER fly with Jetstar if the date of arrival is critical . We fly to auckland and back monthly as a minimum , and drive to Whangarei , this is the THIRD time this year that there was an issue with over 2 hours , but the only time we couldnt get there at all
Review by Palisades3 months ago
Worst airline ever. They treat you like you are being interrogated / act like the luggage police! Hunting around the customer lounge for carry on luggage weighing more than 7kg so they can sting with $60+ fees.Never ever again.Plus they are rude, unhappy looking and unwelcoming!!!
Review by Dsden3 months ago
Absolutely terrible. Baggage was over by 0.3 kgs and was still charged $60 by the lady. I thought it was over by 1kg when they said they are charging me but no it was 0.3kg they’re robbing people at this point especially since what made bag heavy was just a water bottle. Offered to just dump out the water but apparently still considered overweight since it was over at the start
Not to mention the hassle I had to go throught with their customer service when they charged me twice. Told me to wait 3 days before calling them again bc refund will be processed then. Did not refund me at all. Called AGAIN but put through 2 people all telling to call in another 3 days. Honestly a joke
Review by Mavannam3 months ago
We missed our flight because of there incompetents and they made us pay for another flight. I will never fly with Jetstar again and there customers service is terrible.
Review by Xantatech3 months ago
JQ745 7:10 am
As I know this is my last flight for jetstar
Knowing that is cheapest flight but the ground staff is also very cheap( manager JULIE ) i cant belive how jetstar hire as a staff that misbehave with the regular client and me as a past jetstar club member and a frequent flyer as ever.
What a frustate morning with jetstar reason....
5am in the morning with my family ( wife and son age 4 ) and full of 30kg 3 luggage baggages and hand carries.
Check in process as we went in the check in process and for the boarding pass and check the luggage as we have extra weights that we paid ($106 )for it a day before online jetstar.. And got the confirmation to check in and put all the credit card details.
As every thing is done we do have purchased proof which we did screen shot.
As a frequent flyer and handling the weight this haven't happen before but the mistake of jetstar online we got hard time.
16th sep 2019
Checking proccess 5:30am
In counter with a ground staff to process
She told we hava extra luggage weight as we do, she told we have to pay for that... Wait a minute we had already paid for that she told that we have not paid... I was shocked and check the bank account there want and proof of purchased..... Then we didnot see any transaction gone through the bank online jetstar decline the credit card payments that we dont have any idea and didnt get any email for that.
Mistake by Jetstar online website
She want us to pay extra $15 for 1kg weight and that around $750
Otherwise we cant take a flight..
Than we request to see manager..
NOTE: why i dont want to take flight from jet star... Now onward
After 5mins lady and manager( JULIE )come to us... And looks us and straight away without any consent and talk or without knowing the situation she straight away said you can't board withoutpaying.
we are the client and being rude you need to pay for weights if you want take the flight..but we have a proof of payment and click the photo of it as well but the online have decline our card proccess and didnt sent any information or email.
If we had any information like that or email
Who would wake up at 4am wake up kid and come to the airport.
Manager (julie) was so rude with there client cause we are not white people.asking for bank transaction i start asking to her if i got bank transaction why i would i called her to chat i would easily pass the checking
She was so rude
Than i start swearing at them cause that was there fault and there online website fault..or glitch. And no any manner to talk with client.
As she threaten that see will cancel the next flight also .... Haha see thought she a boss and only jetstar flight in the Australia
That was very shame on her...so i start swearing at every moment untill i left the airport.
Next stage .
If she ( julie ) come to us explain nicely or politely i understand the matter what happend and i wouldnt be angry at her infront of my son. But the whole senario was so frustrating... I cant belive her and feel as discrimination and racist as not being white guy.
Afterthat she told see dont care that i m a regular client or not ...i got a buiness in Sydney and need to take flight often
Check my history jetstar....
Julie start say she is very happy to take empty seat.of course cause we alreay paid for that its not a joke for us to loose money without any fault..and lost of time... Of course money thats earn from hard work...
Again julie want me take another fight tomorrow after paying $346
Also, i agree to pay $346 cause i got my family with me...and request for same flight ....but see was so RUDE, RACIST and THREATEN to cancel the next flight again.. What a same...
I was so frustrated i didn't stop swearing at all until i left the airport.
Again lady from counter booked for the next day and want to pay ( Julie was there ),
But they told to come after 40mins and pay for that... What again i ask the question to them why in angry word after that done in a minute she have given me hand written receipt but i dinot receive tax invoice.
If they and there system has fault or glitch than they should feel sorry for that we will understand the situation...
Why we need to swear on them to do if they have done right way who will come airport early morning to be angry . Why they make us frustrated without handing situation
Why people like ( Julie ) threaten us and misuse their post and feel they are the boss and thing that they can do anything for people like us...
This not the to resolve the problem of any passengers or any customers , there is always a situation where the manager position can go under and beyond gor caring there customers specially when they are travellinh with kids or old age people.
Feel very very down and unhelpful service ever.
Review by Zackria Zy4 months ago
Worst customer service. Rude and lazy staff. Staff need education and training on how to be NICE and treat people with RESPECT. Without your customers, jetstar won’t be jetstar. Would’ve given ZERO star.
Review by DiamondBeezer Portway4 months ago
Charged me 120$ for excess luggage of only 4 kg across 2 bags for me and my wife on my flight back to Melbourne. Could have done better.
While travelling to Brisbane, my flight in Jetstar was cancelled. I did not ask them for any hefty price.
Review by Finnjävla Barokar4 months ago
Don't travel with Jet Star!!!! Our flight from Napier to Auckland was cancelled with no valid reason that was on our way to Thailand. Coming back from holiday our flight from Auckland to Napier was cancelled again....REALLY....how's it possible? I was forced to book a flight on Air NZ to get back home, but NOW Jet Start don't want to refund me my Air NZ ticket. It wasn't even my fault!! Shame on you Jet Star!!