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.
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Jetstar Airways Reviews
I seek neither redress or response to my complaint. This is for your information. Transiting Darwin I was reading a book and looked up to see the transit area empty. I hurried over to the gate and asked it the CNS flight was boarded. They said yes. I made the fatal mistake to have the temerity to enquire why no boarding announcement had been made. I was told flippantly that the PA system was down and it was of no importance. I presented my boarding pass and had the usual gabble about emergency exits. The speaker has these strangulated vowels and spoke so quickly it was unintelligible. I challenge anyone to understand a word this staff member utters during the boarding process. I frowned and was told to step to one side. I knew what she was saying as I have heard it so many times from staff who are articulate. Then I was told I was not showing, and I quote, "proper respect" to the "cabin team". I asked what constituted showing "proper respect" and was met with blank stares. I was then seated and told that my baggage would be offloaded. A few more lectures were made by 2 staff members concerning, and here it is again, "proper respect". I gave up then and ignored them and suddenly was told to board. The whole incident and the way they spoke could have been lifted verbatim from a b-grade black American TV show. The point of my writing is to point out that Jetstar international will follow in the footsteps of it's parent airline Qantas. 80% of Australians including myself avoid Qantas mainly because of staff attitudes. This is the second time I have been humiliated by your Darwin staff. The first time I was removed from an exit seat that I paid for because a staff member thought I was wearing hearing aids. I bid your company goodbye and intend to make my future regular journeys to SE Asia by Cathay Pacific.
Faithfully, Hugh Miller
"They didnt give me my checked in baggage on arrival until now"
I have never seen this kind of bad service in my whole life. I will never fly through Jetstar Australia. I was flying yesterday from Gold coast to Sydney and they declined to give me my checked in Baggage (not only to me but to all passengers). This is really ridiculous. As I wonder they gave the reason of bad weather conditions which is definitely unbelievable because other airlines like tiger , virgin Australia gave their baggage to their passengers. Very rude staff and very frustrating service is synonym of Jetstar Australia. don't fly with them. Terrible service. I haven't got my bag yet.....not sure when I will get that. liers.....
"Unorganised, Chaotic and Stressful!!"
Unfortunately I travelled with Jetstar over the long weekend as it was cheaper than other airlines, and they beat tiger airways by 10%. I have never flown with them before and thought I would try the airline out as I was told by friends that it was only an hour flight so it would be fine. It was ridiculous - so chaotic, unorganised and there were no staff at any of the gates. Firstly my online check-in was not working, so I called their help desk and the lady on the phone was not even listening to what I was saying and was completely patronising. On my return flight, there was no identification of the flight number or time at the gate, gate changes over the speaker that were incorrect nor ANY STAFF there to help with any queries. Both flights were extremely delayed and the flight crew were not helpful (just stood around while people were flustered and worried about where to put their baggage as there was no room). Bags were moved by the flight crew and they did not inform the passengers. It took over 35 minutes to board the plane. The most annoying part about the whole thing was that the lines to board were crazy - we were told to line up (didn't even hear the staff as it was not said over the intercom), once we were all lined up and waiting in line (which was very long mind you) they decided to change the way in which to board to seat 19 - 37 first (this created so much chaos and the passengers were getting very frustrated because at this point the flight was already delayed by 25 minutes). On both my flights the flight hostesses were rude, very unhelpful and kept hitting the back of my seat without apologising.
I would never fly with jetstar again, it was an awful experience. It was not smooth, easy or stress free (as you would know it is alrwady stressful trying ot get to the airport on time, checkin in etc.)
My flight outbound had a huge delay - 1.5 hours and I was not informed by sms nor email or a phone call.
Jetstar needs to pull up their socks. The price difference is the only thing going for this airline and majority of the time it is still expensive.
Sorry Jetstar I would not recommend your airline.
"Booking problems which I had to pay extra for"
I wanted to book a flight and Jetstar's website didn't work (tried 4 times) followed their instructions to contact the airline, but no number printed next to this instruction. Rang to explained the problem, got cut off. Rang again re-explained the problem. Had to pay an excess because I made the booking by telephone, which I had to do cause their website didn't seem to work with my Safari browser. Asked to speak to a supervisor, but none were available, which I wasn't surprised about given what had already gone on. Agent gave me a $50 off voucher so the price was the same as on the web, but couldn't apply it to the flight I booked as it only applies to future flights. The whole process took over 30 minutes, compared to my experience booking online with Virgin Australia which took less than 5 minutes. Once I use the voucher, I will never fly with Jetstar again. This was one of the worst customer experiences I have ever had and they just didn't seem to care at all. Jetstar/Qantas should be ashamed of themselves.
"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.