3.9/10

    From 200 passenger reviews

    Philip

    from United States - January 3, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    My Daughter travelled to Melbourne with Jetstar. She tried unsuccessfully numerous times to check in online. It constantly came up with either an error or time out message. We decided that we would explain it at the airport and at worst be charged a small extra fee. They were not only not helpful but rude and charged her $160 for one checked bag!! We ended up paying as they would offer no alternative. My daughter arrived at the airport excited and looking forward to her trip but left check in in tears from the rude service. I contacted Jetstar by web chat (you can’t speak to them). They were equally unhelpful. They asked if we took a screen shot. we didn’t as we had no idea this would turn into what it did. The ticket was booked on Kayak.com and there was no mention of these crazy fees. Even on the Jetstar site, it was very hard to find. They offered a $50 voucher. No use for someone living in Seattle! It would have been far cheaper to pay the extra for a Qantas flight. I used to think US airlines were bad. They have been out done! I recommend anyone looking to book in Australia to add up the real cost and try a different airline.

    Jennifer

    from Australia - December 29, 2018

    Flew Economy Class

    Overall Score

    6/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    1. I dont know from the list that I am reviewing Jetstar Australia since it doesn’t say this beside it in the list. It does list the other countries. 2. I find it difficult to find the check in site as when you google check in on line it gives you the details on how you can not the actual place to do it. 3. On my flight package starter I booked this over the phone with Jetstar I didn’t know I had $15 credit therefore didn’t purchase before hand therefore did not get the meal I wanted sold out. 4. I was offered a seat next to the exit which had slightly more leg room which I thought was good but I wasn’t told that the seat didn’t recline. If I had know I wouldn’t have taken it. 5. I have checked in on line twice now but still have to line up if I have baggage. Doesn’t seem to be any point in checking in for passengers like myself with luggage just very frustrating in trying to find the site and then realize there is no point anyway. This is the site I get when I google instead of the actual check in site . Click on the first option and you get another site? https://www.jetstar.com/au/en/help/tags/checking-in

    William

    from United States - December 24, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Filthy bag scam. Unbelievable. I travel the planet with a backpack and small bag that I NEVER get charged to check. Nut with Jetstar. Kiss $120 goodbye every time 🙂

    Murray

    from - November 6, 2018

    Flew Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    1) When I contacted the Jetstar call centre about changing a flight from Melbourne to Sydney to an earlier flight, they advised this would cost $85 per person (plus the difference in cost). The change of flight fee of $85 per person for a Melbourne to Sydney flight is in my view unethical behaviour by your airline and would be considered a “penalty” as this $85 amount does not at all reflect the real cost Jetstar of making the change. In addition, no where on your “Fees and Charges” website does it say that a domestic flight change would cost $85. Attempting to charge me this amount is therefore misleading. Speaking to one of your reps, they quotes a fee of $385 to change a domestic flight for two passangers. 2) When I asked to speak to the supervisor, he was unhelpful, explained there was no one more senior than him that I could speak to, reiterated in a threatening tone that the call was being recorded and said if I would like to lodge a complaint I would have to do so via “web chat”. I think there are a number of issues with this, being: a. It is completely untruthful that the call centre supervisor is the last person that a customer can contact. This sort of remark is designed to belittle your customers. b. I was very happy that the call was being recorded and said so because I think the proposed charges are unethical. However, I believe the warning I received from the supervisor was designed to be menacing and threatening. c. As part of Qantas, a well regarded ASX listed entity, I was told my only access to complaints was via “Web Chat”. I emphasised that I wanted to lodge my complaint over the phone and I was repeatedly told I was unable to. Is this not discriminatory conduct? I would have thought that Qantas would be at the forefront of accessibility issues. I would never, ever use this airline again.

    Diana

    from - October 2, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Worst Airline! Forgot iPad on flight and customer service were completely unhelpful This is the absolute worst flight. Unprofessional customer service. I took this flight fro, Melbourne to Cairns and forgot my iPad on board. When i got to my hotel I called customer service about the iPad who stated and I quote “Yes there was an iPad found on the place and it is in lost and found.” I proceeded to describe the iPad and I was given a case number. The airline was to contact me within ten days about the iPad. I received an email stating there is no iPad found. I replied to the email asking for more information WHICH THEY DID NOT REPLY TO. I called the customer service and I was transferred to a lost and found department who put me on hold for a very longtime and after said that there is no iPad matching the description and after explining everything to her sh stated that her colleague must have lied to me and was being completely unhelpful. Something weird is going on in this aircraft.

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