The airline is part of the Jetstar group of airlines with Jetstar Asia Airways, Jetstar Pacific Airlines and the new upcoming carriers in Asia Jetstar Hong Kong and Jetstar Japan.
Spread the word...
Jetstar Airways Reviews
"Threatening and Abusive Staff"
I was booked for the JQ2 flight departing Melbourne at 17-40. I tried to check-in on line earlier that day, and was advised that it was not possible…
On arrival at Terminal 2 delayed by road conditions, I searched for the Jetstar area, not being familiar with Melbourne. I tried to use a kiosk to check-in. I was relieved that I had arrived at 16-50. I received a card advising that I should report to the ‘service desk’.
All the queues for check-in were very lengthy; I called to a female member of staff and asked for her advice as I was concerned that the flight was closing imminently. I was polite, smiling and engaging. She responded abruptly said it’s an international flight, with no more information. I repeated, please help me, I do not understand. She just repeated “its an international flight; join the queue.” I replied I am flying to Sydney, how cnn that be an international flight?” She told me I had missed the flight and need to rebook…” Again, I expressed my confusion. I approached a male, who later confirmed that he was the Check-in Manager; who radioed and walked away, again without explanation, just saying, the girls will rebook you.
In the queue, it was apparent that there was a long line of customers behind me with similar problem.
We were all confused and did not have clear itinaries or special messages to advise of the nature of an international flight.
At the check-in I overheard the customer in front speak to the assistant; stating that she was “gloating”. From where I was standing her manner was abrupt, hostile and rude, not particularly engaging the customer.
She then served me, and I was charged a $100 rebooking fee. I expressed that this was unfair, given that there were so many customers sharing the same problem. I stated it must be a systems issue. Similar to the previous experience, she was abrupt, unapologetic, and devoid of any empathy for the stressful and confusing situation. She just stated you were on the Bali flight. I responded that “No… I was on the Sydney flight.”
I then stated I found her manner inappropriate and rude; and similar to the previous customer, I have the impression she was gloating over our misfortune. She proceeded to berate me… “How dare I accuse her… I do not know what I am talking about….” I asked her three times to desist. The customer service manager also tried to stop her three times. She was scowling, stood up and seemed to reach across the desk in an aggressive manner. She was visibly angry and aggressive. Due to her attitude, I asked for the AFP to be called.
She continued that she could have charged him $500 and didn’t, giving me details of how he had made several errors etc. I said that discussing the passenger’s issues was unnecessary and inappropriate;
Throughout the exchange, I was assertive, polite and did not raise my voice. I was complaining articulately, and was accused by the staff of causing a disturbance. I appreciate my insistence may be a delay to reducing the queue, but I was behaving reasonably, supported by other passengers. I believe that the staff were not dealing with my concern appropriately, and were seeking to silence my dissent.
I again requested that the customer service manager call the AFP, as I was concerned that the situation had escalated and wished to raise my compliant and concerns with independent neutral people present. The request was ignored three times. I was advised that unless I stopped complaining or causing a disturbance, I would not be permitted to fly.
I emphasise, I did not raise my voice, nor did I swear, nor did I threaten the staff. I was exacerbated by the response. Several passengers freely gave me their cards and email addresses. I also asked the people behind me if they had witnessed the experience. They were similarly shocked and gave me their contact details.
I was then taken aside, and told if I did not leave the area, I would not be permitted to fly. I reluctantly left the area.
The situation was unpleasant, threatening and abusive. I found the initial issue stressful, and the staff experience very distressing.
Several customers witnessed this exchange, and I asked them for their details, which I received.
Six other unknown passengers gave me their details, in support of my concern. They expressed their concern about how I was dealt with. Several stated that they just wanted to stop the complaint by threatening that I would not fly, an abuse of authority; rude and offensive; unwilling to explain or assist.
About a month ago I was involved in a serious incident on another airline, where I restrained a passenger and a plane was diverted to Melbourne (after he was secured by hand restraints). I was concerned about the escalation of aggression on flights, and the role of staff in escalating problems. This experience although less serious, had significant deficits in customer care, empathy and indeed if a passenger behaved in the same manner as your staff, they should quite rightly not be permitted to fly….
I do not take kindly to being threatened, treated unreasonably, denied explanation and being subject to rudeness and hostility. At the very least, I would suggest that your staff receive appropriate refreshers in de-escalation and customer care. Empathy, information and courtesy would have been helpful.
I was outraged and very distressed by the experience, tried to contact the Jetstar phone line; was being put through to a supervisor after all my contact details were recorded. At this stage, the line went dead. I resorted to social media to express my complaint, as Jetstar appeared unwilling to responsively address the issue. My intention was to speak to the media. I feel very strongly that Jetstar failed the test of reasonableness in providing information to passengers (especially when it is different from usual domestic flights), the failure of on-line check-in, the arrival experience at check-in, the manner in which your staff spoke to a number of customers, my personal experience and exchanges with three members of staff at check-in and being threatened, abused and manipulated into not voicing a fair and reasonable complaint.
On arrival at Sydney I searched out a customer care desk; was greeted and dealt with respectfully by a member of staff called Christine. Although she could do nothing an referred me to the complaints website; at the very least I felt heard and respected. Interestingly, none of the staff at Melbourne wore name badges.
The JQ2 systems issue aside, which I now know is a common experience (and certainly was this evening), the attitude by the manager and his staff was at best ambivalent and provocative. I protest in the strongest possible terms and look forward to a personal apology from those staff.
"SHAMBOLIC CHECK IN TULLAMARINE 30/1/13"
Approximately 50 were queued up, with only 2 slow check-ins working.
a third check-in operator arrived, and after lengthy gossip with a colleague started processing pax.
then the queue became farcical when they started processing pax from middle of queue.
So there we were stewing near the front of a queue going no where,
whilst 10metres behind us.....
FOUR ORANGE JACKETED STAFF LAZED AROUND 16 SELF CHECKIN BOOTHS,5
WITH NEVER MORE THAN 2 CUSTOMERS!
Management, no, mismanagement, ineptitude, words fail me.....
"NO Assistance for disabled/ infirm"
My elderly aunt broke her arm whilst on holiday in Thailand. Thai alirlines were fantastic, the assisted with my aunt the whole time. We get back to Australia (my cousin had sent an email requesting assistance for my aunt from Jetstar Sydney which was confirmed) and the Jetstar ground staff that brought the wheelchair for my aunt told me that he'd just brought the wheelchair, he wasn't helping us any further. We had our carry-on luggage and an elderly woman that could barely walk off the plane. I argued with the horrible Jetstar member and basically forced him to wheel her about. When my cousin and I went to get our checked in bags the Jetstar staff member just walked away. He treated my aunt like a pest (for breaking her arm) and he made sure he waited until I was busy to abandon her.
Jetstar is a dreadful airline that ANYONE with a disability should NOT use. When I complained on Facebook the Jetstar member said I needed to read their policy. The policy says you have to book assistance when you book the flight - HOW were we meant to anticipate my aunt would break her arm on holiday???
We travelled QANTAS domestic to get home and they were fantastic, wheeled my aunt about, actually talked to her like a human being and all that. You can really see the difference between Jetstar and ALL other airlines.
I'll never fly Jetstar and I'll make sure everyone I know is warned about the dreadful and inhumane service.
"From cheap to dirty"
I flew Jetstar before which I would discribe as no frills airline . All are acceptable. I've just book their advertised special before Christmas, and they become my least preferred airline. I now have to pay a seat fee to sit together with my family . Their website is full of hidden area where I only noticed after they charged my credit card. I did not noticed they charge me $34 booking fee for a $476 airfare(7.1%) which is the highest . They would not consider refund they even I agreed to pay direct deposit immediately after I alert the mistake. After I express how I'm unhappy about the experience. Nothing been done and I would never fly them again. Terrible
Jetstar Airline WHO? I bought 2 return tickets Sydney > Brisbane. Payed for by direct debit Money was received I have a confirmation no to proof. Jetstar lost my payment therefore NO ticket was issued. I have been on the phone on 3 occasions to Jetstar call centre in the Philippines Spend almost 4 hours on the phone. They still deny that they did not received my payment Oh the bank details are correct BUT as they say we lost it. The customer service SUCKS big time They have failed on 5 issues on their own Satisfaction Guaranty So far no resolution Oh and send emails with attachment of receipt the reply is they will call back within 72 hours Well they did not stated what year. So I paid for goods without any receiving any goods, I call that stealing. They did offer me a 50 dollar coupon I just want my tickets…………………………
"A reason for cancelling flights was too much to ask!"
After Jet Star called me at 10am to advise me that they had cancelled my flights and had decided to postpone them for 4 days leaving me with no explanation why, as well as no alternative or compensation offer for the extra 4 nights of out of pocket expenses i was going to have to pay they repeatedly hung up on me when i called them frustrated trying to determine an explanation for this inconvenience and refused to transfer me to a supervisor. I had previously organised travel insurance for myself and my partner for experiences such as this however the insurance company obviously will not except a claim without a REASON from the company that I am claiming against. Once again at 5pm for 6th that day calling Jet Star I was advised after an hour conversation for arguing back and fourth trying to explain to the employee on the phone what travel insurance means and how the process works, he proceeded to read Jet Stars policy to me and advised me that it would take 10 days to receive an email giving me a reason to why my flight was originally cancelled. The customer service is appalling, the staff in the call centers do not understand English and they themselves are difficult to understand. Once i was able to speak to a supervisor he was arrogant and unbelievably rude, and threatened to hang up on me more than once due to my frustration. I have NEVER imagined a worse company with worse customer service abilities and completely unjustified policies, it is not legitimate to make to passenger to out of pocket due to the incompetence of a multi million dollar organisation. I black list Jet Star.
"They stole my money"
I booked my flight, paid for it, the money came out of my account. Went to check my itinerary a few days before and I wasn't on the flight! Had to pay for a new ticket. Have been trying to get a refund ever since and that was four months ago. Have wasted hours on the phone and even though I provided the evidence that the money had come out of my account, no refund. They gave me a $100 voucher for waiting which I decided to be brave and use. I booked a flight and a week later needed to change the time. Paid for the change, today went to check in and alas, the time was the original time! They informed me that it would cost a lot more to change the flight now as the ticket prices have risen. I even took a screenshot of the confirmation, but it didn't even include the date of the change, so it's not evidence enough to use to get that refund. Overall, if I could've scored 0 I would've.
"Do us all a favour Alan Joyce & close Jetstar down."
Having booked a flight from Sunshine Coast to Melbourne on JQ 2 yrs ago and then on the morning of the flight to be told the flight was cancelled I was not expecting too much on a Bne-Hnl via Sydney flight Sept 2012. I was not disappointed. The first flight Bne-Syd delayed nearly an hour. The second leg delayed 2 hours.No updates on delays just short tempered passengers harassing short tempered staff.Qantas never wanted Jetstar and it shows,It was obvious they only started it up because Virgin was pinching a heap of market share from Qantas. Virgin wins the budget airwar hands down. I and many other passengers on the HNL flight were absolutely disgusted and saying they will NEVER book JQ again. As a comparison we flew the now defunct Air Australia to HNL in Feb of 2012 FOR HALF THE JQ FARE and the experience was galaxies ahead of JQ.
"Jetstar_Lost luggage, lengthy check-ins twice each way, rude staff_Not worth it!!"
I travelled from Mel to Honolulu but had to stop via Sydney with husband and 2 kids. It is not made clear by Jetstar anywhere on their info that when flying to Honolulu from Melbourne you have to collect your luggage, pay $20 cab fee to move to int'l terminal in sydney and face another lengthy line up again to board the international flight. In most other airlines your luggage is moved seamlessly by the airline and put onto the plane. This resulted in one hour of lining up in Mel and then another hour and ten minutes at Sydney plus 2 lots of security plus a 3 hour wait for the int'l plane. Same in reverse for way back. When we arrived in Honolulu our checked bag did not arrive. It was lost by Syd baggage handlers. It took 5 days for Jetstar to locate it and get it to us. No apologies! On return back from Honolulu we were reluctant to check in luggage (understandably!) so took most of our luggage on board. We each had a standard roll-on bag and a small handbag/backpach each. Honolulu Jetstar was fine with our take on luggage but when we got to Syd after 10 hour log haul flight and another 45 mins lining up to get to Mel the check-in staff decided our take-on luggage was too heavy (we had 11 kgs each for combo of roll-on & handbags - 1kg over limit - which was fine by Honolulu Jestar staff) so Jetstar Syd fined us $70 before we could board Mel flight. We then had to line up another 25 mins to pay this fine at a separate service desk. I was complaining about this to my daughter in line and was told by the Jetstar staff member I wasn't allowed to complain or she would ban me from returning to Mel (I was not yelling or swearing _ I'm an academic by trade so very mild mannered)!! When lining up to get on board plane from Syd to Mel the women behind me told me she only paid $35 for this flight (all 100kg's of her with roll-on luggage)- which was half what we paid to check on one 11 kg bag!! This was very galling. Don't use Jetstar for int'l flights involving domestic changeovers. It's not worth the time, effort and money particularly on way home when you are exhausted from long-haul flight and faced with more hours of waiting in long check-in lines, 3 hours wait for domestic plane and rude Aussie Jetstar staff (the USA Jestar staff were charming by comparison). This poor service in Aus is part of the reason QANTAS is losing so much money. They have lost me as a customer forever.
"Hopeless Customer Service"
I spent a semester abroad in Australia, and flew all all the major Airlines present in the country. When flying with Jetstar there were rude flight attendants and their check-in people were very unhelpful. I should have been given 2 free checked bags the way I booked, but was told I had to pay A$210 at the airport for "excess baggage fees". They said I could call in about the flight later and talk to someone about the issue, so I said fine. After the fact the company I used to book my flights was left on hold for hours and then ignored, for over a month and nothing was resolved. After a month of this I called in to discuss the issue with Jestar. I got through right away, but was then given, after further revision of the "incident", two options to either call the company in Australia or file a complaint online. I asked if I could do both and was told yes. The person gave me the number for calling Australia, but then hung up on me. I don't know if I will ever get this issue resolved, but I will never fly with them again! Completely pathetic costumer service and a waste of your money. Pay the extra money to fly any other Australian airline.