Jetstar Airways Arvostelua 

Jetstar was easily the worst airline experience I’ve ever had.

I fully understand that weather cancellations happen, and of course safety should come first. My issue is not that our Queenstown to Auckland flight was canceled — it’s how Jetstar handled everything afterward.

While our flight was canceled for weather, we watched Air New Zealand flights continue flying to Auckland, our exact destination. That immediately made the situation feel confusing, but the real problem was the complete lack of support and communication from Jetstar once we were stranded.

At first, we were told our connecting flights would be sorted out and covered. After standing in line for assistance, that completely changed. We were then told Jetstar would provide no accommodation, no food, no transportation, and no help with missed onward travel. I ended up having to buy an entirely new flight back to the United States out of pocket because my original travel plans had completely fallen apart.

What really pushed this experience from frustrating to unbelievable was when a Jetstar employee told me I needed to “budget for these kinds of expenses.” I understand booking a budget airline means fewer perks, but I did not realize that meant being abandoned in a fully booked tourist town with no help, no options, and staff implying that thousands in unexpected emergency costs were simply something I should have planned for.

Queenstown had virtually no available accommodation that night — no hotels, no hostels, no campsites, no rental cars. The only place we could find was over $1,000 for a single night. Queenstown Airport also closes overnight, so hundreds of stranded passengers were left wondering where exactly we were supposed to go. Jetstar’s stance on this situation for several hours was, “not our problem.” 

Eventually, Jetstar allowed the airport to remain open so people could sleep on the floor, and then rebooked us for the next morning. 

I don’t expect luxury from a budget airline. I do expect basic customer service, honest communication, and at least some level of support when passengers are stranded through no fault of their own.

Weather was outside Jetstar’s control. Their response to stranded passengers was not. This experience was stressful, expensive, and deeply disappointing, and I would think very carefully before ever booking with Jetstar again.

My 80yr old mother I traveled to Adelaide last week .I can’t compliment the staff enough ,they made my mum feel like such a priority and always checking up on her welfare .They made our trip so easy which means a lot when your travelling with an elderly person in a wheelchair.I can’t not fault your staff in Sydney or Adelaide.Thank you for making our travel so easy

Jetstar (domestic) never seems to be on schedule. For interest I would like to know the percentage of the times they are on schedule. Not more than 20% in my experience

Terrible customer service. Extremely unhelpful to our situation and will look for any way to try charge you extra money, and ruin your experience. Will never fly Jetstar again.

I have a issue with the advertising cheap fares then by the time you add bags etc, the cost has doubled. Very disappointed and Very Rarely do you see deals from. HOBART.

had one of the worst travel experiences of my life with Jetstar.

The level of disorganization and lack of communication was honestly shocking. My flight was disrupted, and instead of providing clear information or support, I was left completely on my own trying to figure out what was going on. Staff were unhelpful and showed zero empathy for passengers dealing with stress and uncertainty.

What made it worse is how normal this seems for this airline — delays, cancellations, and no proper customer care. You truly get the feeling that once they have your money, they simply don’t care about your experience anymore.

This is not just about being a “low-cost airline” — basic professionalism, communication, and respect for customers should never be optional.

I would strongly advise anyone to think twice before booking with Jetstar. What you save in money, you may end up paying in time, stress, and frustration.

Absolutely unacceptable experience.

Il sito è veramente lento e non tiene mai l'account salvato.
I prezzi non sono mai sicuri finché non si va al pagamento, in quanto ogni volta applicano una fee diversa per i pagamenti con carta: anche lo stesso giorno, per voli diversi, hanno applicato fee completamente diverse senza apparenti motivi.
Inoltre, mediamente 1 volta su 2 il pagamento con carta dà errore, anche qui senza apparenti motivi.

Ma soprattutto, essendomi iscritto al loro programma fedeltà, ho ricevuto un voucher da 50 AUD da utilizzare su Jetstar Hotels, peccato che sia impossibile da utilizzare, perché quel sito accetta solo pagamenti con carta, ma poi con qualsiasi carta dà errore, e il customer care è totalmente inutile perché:
- via mail non possono farci niente e non prendono in carico il problema
- chat e telefono sono agli orari d'ufficio australiani, il ché significa che dovrei svegliarmi alle 4 di mattina italiane per sperare che mi risolvano il problema, che già conoscono (!), e poter utilizzare questo voucher!

Inoltre, sono veramente rigidissimi in aeroporto per la policy dei "7kg sommando due oggetti". Normalmente, solo il peso di un trolley e di uno zaino sommati fa già 3/4kg, quindi di fatto devi viaggiare con due oggetti mezzi vuoti se non vuoi incorrere in penali al gate, è una policy senza alcun senso fatta palesemente per addebitare i viaggiatori.

Insomma, in Europa ci lamentiamo sempre di Ryanair, ma in confronto a questi qua, è un lusso!

Rude staff, worth flight i had

Hidden luggage cost. 85 AUD

Just flew back from Vietnam with Jetstar, absolutely no issues with the exception of a 3hr delay out of Sydney due weather conditions not allowing them. Gave everyone free complimentary entertainment package and refunded those who had already paid. Left Ho Chi Minh early on the return trip. Can’t fault their service, have flown multiple overseas flights with minimal issues. Domestic flights need to improve.

Do not book with those gangsters. You think you are getting a good deal but nothing works. Website does take booking payments, then seat changes not working, additional luggaed amendments not working, no customer service, chat breaks down, badly trained staff, just a total and utter nightmare. You might save AUD50 on a flight but you will regret it for spending hours and hours dealing with their incompetence and ignorance.

Honestly just pay the money for a better airlines company. I do not recommended flying with Jetstar even if it’s cheaper.

Beware of "hidden costs"!
Carry-on luggage (over 7kg) is weighed at the gate and charged an exorbitant $85...Even if the main baggage weighed significantly less than 20 kilos... so in the future it's better to redistribute the weight, book baggage online much more cheaply, or better yet, choose a different airline in the future.

We have, now for 2 mouths, been writing with Jetstar regarding a suitcase which they have broken during handling. And we haven’t got any money yet. They keep sending the same messages, or starts up with a new employee. Soo disappointing, never experienced this before. 0 stars from us

I think thia company is beyond help. Totally incompetent staff.
Chokse your airline wisely when booking flights.
We will never again use Jetstar!!!

I'd give no stars at all if I was able to here.
Do NOT FLY Jetstar.
They are horrible - in customer service, and flying and everything an airline should be doing and aspiring to. Delays, delays and they don't care.
Planes are dirty - after boarding, within 5 minutes, going to the toilet - STUNK like it hadn't been cleaned all day.
Ground staff are notably especially rude and horrible.
And presentation and grooming and friendliness and showing (even pretending) they care? What's that?
Fail on all accounts.

Horrible.

The customer is put last. Find an alternative if you can. They make Ryan air look caring and they ain’t.

8 hour delay on a 1 hour flight. I say 8f you can't cook get out of the kitchen leave the market to Virgin they are polite nice people that can fly

What an absolute shocker of an airline. As cabin crew in UK I thought I'd seen it all but this airline makes our worst UK budget airline look good. Absolute chaos at Brisbane. No staff organising the endless queues. Couldn’t check in online so had to queue on top of queuing. Then staff said we'd been placed together but she couldn't override system that wanted to charge us. So told us to go to service desk. More queuing. Then told that our seats weren't together. Pointless trying to relay and hold the conversation with him about what id just been told by last staff member. Wasn't interested at all. Then queing again to baggage drop. This whole charade from time we arrived to check in at 8.30 am (and couldn't check in until 9 30) took 1 hour and 15 mins. Absolute shit****. A disaster to end what's been a fabulous first time trip to Australia visiting our kid's. I hope that I never have to encounter them in my lifetime again! (Ps I didn’t book the flight it was arranged by my daughter for onward travel. Had i known how bad they were i probably would've changed my destination!

I had a terrible experience with Jetstar recently. It was the last time I've flown with them.

I was flying out early in the morning from a work trip and received a message saying my flight (from Melbourne to Brisbane) was cancelled just 7 hours before departure. I was lucky that I finished work late, otherwise I would have been asleep and missed the message. Their customer service is terrible; instead of apologizing and fixing the issue, they gaslight you say "you may be able to cancel your flight free of charge" and that the "refund may be in the form of travel vouchers". I told them there was no way I was going to accept vouchers, and I wanted a cash refund. They then "calculated" that the return portion of the trip was only to the value of $196 (and the flight out was $328). This was not true. Both flights were roughly $250. I certainly wouldn't pay $358 for a Jetstar flight to Melbourne. The receipt I received was for the total value of the return flight; it did not break down the cost of each flight. Anyway, lesson learned. I will never fly with Jetstar again and recommend that you stay away from them as well. If you do book with Jetstar, make sure you record the itemized costs at the time of booking to ensure you get a full refund.