Jetstar Airway
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"Do Not Use Jetstar!"
Do not use Jetstar—especially if you have critical connections or need to be somewhere on time. We booked flights from Christchurch to Auckland to catch an international flight, but the Jetstar flight was delayed. The airline cited "weather" as the reason, yet numerous other flights, including both Jetstar and Air New Zealand, were departing and arriving without issue. As a result, passengers missed their international connections and had to be urgently rebooked on alternative flights from New Zealand to the USA later that day. Jetstar, as expected, refused to take responsibility, hiding behind the claim that the situation was outside their control. In reality, this delay appeared to be either a mechanical issue or a staffing shortfall. Attempts to resolve the matter directly with Jetstar have gone nowhere, prompting us to contact the Commerce Commission to report the airline's dismissive and opaque practices. This experience has made it clear that Jetstar is unreliable and unaccountable—travelers should think twice before booking with them.
"Friendly customer service"
I had such a wonderful experience with a flight attendant named Susie. Although I don’t have her full name, she truly made our flight memorable. I was traveling with my husband and our 1 year and 7-month-old son. We were initially seated in a middle row of three seats, but before takeoff, Susie approached us to inform us that there were empty rows available and she would reserve them for us. Once the plane took off, we were able to move to those seats, which was incredibly helpful! In addition, Susie kindly informed us that we had a $25 food voucher each. We truly appreciated her thoughtful service. Thank you so much, Susie!
"YES AGAIN"
The experience was pretty similar to other airlines—I did feel a bit hungry during the flight, and the seats were just okay. But overall, it was a good trip. The ride itself was absolutely amazing—so smooth from takeoff to landing!
"Short but pleasant flight."
Despite the many negative reviews, we had a very good experience on our short 1.5-hour flight to Sydney. Everything was on time, the staff were friendly, and we had no issues—even with my extra 7kg of camera gear in carry-on. Can’t speak for long-haul flights, but this one was smooth and enjoyable.
"Ground Staff"
The check-in experience was disappointing due to the attitude of the staff member assisting us. She showed little enthusiasm or kindness and gave the impression that she didn’t enjoy her job or value customer service. A bit more warmth and professionalism would go a long way.
"Time wasted. No compassion by Jetstar."
Do not use Jetstar. The cheap flights are not worth it. This is the third time I have been delayed by 2+ hours with limited notification time. Tried to change flights online to the earlier flight as soon as notified but the option was unavailable. Missed physical check in time to earlier flight by 5mins and they would not make an exception. So only option is to be severely delayed. Terrible customer service at desk, on phone and live chat. They do not care about their customers at all.
"Jet Star of the Skies"
Flew home from holiday with Jetstar and had a great experience. The service and flight from the Gold Coast were excellent—everything went smoothly. We're already looking forward to our next opportunity to travel within Australia with Jetstar. Highly recommended!
"Jetstar – not the best choice"
I fly with Jetstar quite often—not always by choice, but sometimes there’s no better option. While the service is usually okay, the frequent delays are frustrating. On my last trip, we waited over 5 hours due to a technical issue, only to have the flight cancelled in the end. Experiences like this make travel plans stressful and disappointing.
"Help when we needed it most"
The day before we were due to fly home to the Sunshine Coast from Sydney, my husband injured his foot and needed a moon boot and crutches. I called Jetstar, and they were incredibly helpful—rescheduling us onto an earlier flight that could accommodate a disabled passenger. From the moment we arrived at Sydney Airport to when we picked up our bags in Queensland, every staff member we encountered was kind, attentive, and efficient. What could have been a stressful end to our trip turned into a smooth and positive experience. Many thanks to the entire Jetstar team!
"Inconsistent and unfriendly service at the gate"
I had to fly with Jetstar four times on a recent work trip (Bangkok > Brisbane > Adelaide > Brisbane > Singapore > Bangkok), and unfortunately, the experience was consistently disappointing. This was not my airline of choice, but rather a work-related booking. I did not check in any luggage and kept the same carry-on bag throughout the trip, yet I was charged an excessive fee at the gate in both Adelaide and Singapore for being slightly over the 7kg limit—less than 1kg over—despite no issues at the other airports. The fee was the same in both countries (75 AUD and 75 SGD respectively), which felt unreasonable. The inconsistencies didn’t stop there: in Bangkok, Jetstar staff forced me to discard a sealed bottle of mineral water at the gate, only to allow refills from a public dispenser nearby—something that made no sense from a safety or hygiene standpoint. Staff at various gates seemed solely focused on enforcing arbitrary luggage fees, with no consistency in checking bag size or number of items. The customer service was unhelpful and dismissive. On a prior personal trip (Launceston to Melbourne), my Jetstar flight was delayed over 8 hours due to a technical issue, and when I requested to be transferred to an earlier flight to avoid missing my international connection with Singapore Airlines, I was refused—simply because the connecting flight wasn't with Jetstar. Thankfully, Singapore Airlines’ mobile app allowed me to reschedule directly with them, offering excellent service in stark contrast. Overall, Jetstar’s rigid, inconsistent policies and poor customer care have left a lasting negative impression, and I will avoid flying with them whenever possible—other low-cost carriers in Asia offer much better service.
Jetstar Airway
Jetstar Airways Pty Ltd, commonly known as Jetstar, is an Australian low-cost airline headquartered in Melbourne, Victoria. It is a wholly owned subsidiary of Qantas, created in response to the competitive pressure posed by Virgin Blue (now known as Virgin Australia). Jetstar is part of Qantas' two-brand strategy, with Qantas Airways focusing on the premium full-service market and Jetstar catering to the low-cost segment. By June 2015, Jetstar was carrying 8.5% of all passengers traveling in and out of Australia. The airline operates an extensive domestic network, along with regional and international flights, primarily from its main base at Melbourne Airport. It utilizes a mixed fleet, including the Airbus A320 family and the Boeing 787 Dreamliner. Jetstar competes directly with Virgin Australia in the low-cost travel market. Additionally, through the Jetstar Group, Qantas holds stakes in airlines Jetstar Asia Airways and Jetstar Japan.
Address
PO Box 4713, Melbourne, VIC 3001, Australia
Website
https://www.jetstar.com/
Email
[email protected]
Telephone
+613 9645 5999