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
"messed around by jetstar"
We had an unpleasant experience with Jetstar. Whilst the cost I would say was reasonable, the ultimate cost was unreasonable ie long checkin queue, long flight delays, missed onward fares, additional fare costs, stress, confusion, disappointing customer service. Long story short we were told that Jetstar would help with our onward travel costs due to disruption but this was later retracted, we were stuck with a tired hungry 4yo in the terminal. Thankfully anither airline took a compassionate view and allowed us onto an already full flight home that evening ... Chatham airways are great. Jetstar, not so great
"Jetstar airways arrogant and inefficient Melbourne staff"
Worse service ever by any airline crew, Melbourne airport Jetstar crew you suck (Particularly team leader Natalie) No empathy towards customers, Was incredibly rude and was trying so hard to provoke already angry customer rather than trying to solve the issue. Never seen such a behaviour from any customer service industry staff in many years.
"Cheap flight - but what everyone says is true. Expect delays."
It comes down to this: You will get from A to B - but not necessarily when you expected. So if you can afford the time slippages - then $ for $ this is the cheapest solution. Don't fly Jetstar if you HAVE to attend an event or connect with another flight!
Is it just my imagination - or does the equation come down to the Jetstar Operations Management canvassing the details and going: - hmmm we don't have a full flight - so we won't spend the $ running the service yet. We'll employ Excuse Code No: 5 of about 10 - which in my case was "your aircraft has been delayed in Auckland due to 'engineering requirements'", thus we can merge the two half empty flights into one - and save on the running costs. Who knows - but it's mighty suspicious when you would expect the airport to be fill of 2 sets of passengers waiting to travel - yet hello - it was still just one plane load 3 and a half hours later! Just saying.
So again - for the cheapest option from A to B and it doesn't matter if you get delayed - go for it. As for me ... even though I could kind of afford to wait - it just wasn't really an enjoyable experience. BTW - get your complimentary voucher when told there's a delay.
"getting Worse every time we travel with them.... "
on our tickets it says 7kg but now they have decided to weigh both the hand luggage and your cabin bag combined - tickets dont mention that the weight is combined. they robbed us of $160au cause i was over by 5kg (my backpack weight) it was pay it or throw it out, $160au was only to go from Gold Coast to NZ but if we were travelling internally it would have only cost us $50au, this is a rip-off when the flight was only 3 hrs same as a trip across Australia, the plane is the same size as the ones used to fly domestically across Australia - why such a big weight difference - RIP OFF will defiantly be looking at other airlines from now on.
"Worst airlines with rude employees"
I have flown many flights in my life so far and Jetstar has to be the worst ... If the flight itself isn't that bad, the staff are absolutely rude. No smile on their faces, condescending communication and demeaning with their attitudes. I wanted to slap at least 4 of them on their faces as they were some of the rudest people I have ever met!
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.