Jetstar Customer Service Issues

Hello Jestar XJH5NT, I am reaching out for the last time to resolve this issue without involving a third party. I simply request to change my flight ticket from 13 Jan to 14 Feb for a reasonable fee. I made a reservation for 14 Feb about a month ago, but upon landing in Japan, I discovered it was mistakenly booked for 13 Jan. Despite contacting your support team, I was told it was my mistake with no acknowledgment of a system error. They insisted I pay more than the cost of new tickets to make the change. New Tickets = ¥24,[redacted] Change Flight = ¥26,[redacted] Before escalating this further to airline customer advocate and other authorities, I am asking for a fair fee to correct the date error. I have attempted to contact support with disappointing results: - First call: Communication issue - Second call: Left on mute for 20 minutes and then disconnected - Chat: Abruptly ended I expect better customer service in resolving this matter.

I am extremely frustrated! Following our check-in at 4:30 p.m. in Brisbane, we were shocked when you canceled our 6:40 p.m. flight while we were ordering dinner. Despite our wedding commitments, we were informed the next available flight was the next morning at 10 a.m. Retrieving our luggage took half an hour, and only now have we reached the Jetstar assistance desk. To our dismay, after a prolonged wait, we were only offered a refund for the inconvenience. The staff even mentioned they would have provided a refreshment voucher if we were still flying with them, which felt disrespectful. Due to the wedding and our prior bookings, we had no choice but to arrange alternative transport for the night with another airline, leading to additional expenses on top of our already confirmed accommodation and car rental. This experience with Jetstar has been disappointing. My partner is deeply upset. We hope for a smooth journey home on Sunday to our five children. Our much-anticipated getaway has been overshadowed by this unpleasant ordeal. Shameful, Jetstar!

I am Faisal Alsaif. I had a flight cancellation for GK [redacted] from Sapporo to Osaka that was booked on May 29, [redacted], for budget-saving purposes. With the flight canceled a day before departure, non-English website navigation posed challenges. At the airport, staff suggested a rescheduled flight on August 12, [redacted], or a refund. Over the phone, I requested a refund. I then booked Peach Air MM [redacted] for 35,[redacted] yen to reach Osaka promptly. The incident caused fatigue and financial strain, prompting a compensatory request for lost time and inconvenience. My ticket number is AFLH9M, and passport number T064555. I seek acknowledgment and resolution. Thank you.

On March 8, [redacted], I purchased a ticket from Surabaya to Singapore with Jetstar for flight itinerary 3K248 on November 24, [redacted], under the names Mrs. Juliawati Kustrisnosugeng and Miss Erny Prasetyaningsih. The return trip from Singapore to Surabaya was on November 28, [redacted], with booking references WNB3KK and AW684B for Mrs. Juliawati Kustrisnosugeng and Miss Erny Prasetyaningsih, respectively. Due to Miss Erny Prasetyaningsih not being able to travel on November 24, [redacted], I kindly request to change her name to Mrs. Wariati for company and safety reasons. I seek assistance from Jetstar management on how to modify the passenger name. Thank you for your help and understanding.

I would like to share my recent experience flying with Jetstar. My booking reference number is LFFMSC for a flight on the 12th of November [redacted], returning on the 25th of November [redacted]. In the booking, there were three passengers, including Yvonne Wilson, who was unable to join the return flight, for which no fare was refunded. During check-in, I was slightly over the baggage weight limit by 4-5 kgs due to including my handbag and iPad, the latter weighing nearly 2kgs. I had to pay $60.00 on the spot to avoid missing the flight, as the plane had already arrived. I believe I should be reimbursed the $60.00 since the seat next to us was empty due to Yvonne Wilson's absence. Will this issue happen again on my return flight, and will the $60.00 be refunded? While I have been a loyal Jetstar customer for years, this experience has left me disappointed. I appreciate your response and hope for a resolution. Passengers: Yvonne Williamson Graeme Williamson Yvonne Wilson

I accidentally made and paid for two flight bookings as I did not receive an email confirmation for the first one, which led me to book again. I am seeking a refund of $[redacted].72 for the initial flight from Sunshine Coast to Melbourne Tullamarine to cover my return flight expenses. I did not receive the booking details for the first transaction and urgently need the refund. Please assist me in resolving this issue promptly. You can reach me at [redacted]. My second booking confirmation reference is RWIPKH under the name Ms. Diane Smith.

Hello, I am inquiring about my recent Jetstar flight shopping experience. While onboard, I made a purchase and was informed by the aircrew after the transaction that the free gift, a facial mask, was no longer in stock. I find it hard to believe that it was truly out of stock rather than not replenished. Given that nobody else bought the same item and received the gift, it seems unlikely that it ran out of stock. Additionally, I was not informed of this before making my purchase. I kindly request that this matter be addressed promptly before I provide the necessary documents such as my receipt and flight details. Thank you. - Irene

I'm experiencing a problem with checking in for my flight from Cairns to Bali tomorrow. My booking reference is TW2L9H. Online check-in is not working, indicating issues with my and my mum's travel documents. Despite ensuring all details are correct, this error persists. I'm seeking alternatives to avoid the need to arrive at the airport early tomorrow. Additionally, I'm concerned about the status of my pre-booked seats and extra baggage due to this issue.

Jetstar's customer service contacted me after I reached out to Mr. Gareth Evens (Jetstar CEO) by email. They apologized and provided a credit note for the inconvenience caused by the flight cancellations. On November 25, [redacted], my husband and I were set to fly from Brisbane to Newcastle to assist my elderly mother while my sister underwent a mastectomy. Despite our flight being cancelled, we were given a credit voucher that did not cover the stress and additional expenses incurred from driving [redacted] kilometers. Additionally, a subsequent flight cancellation on January 11, [redacted], further deepened our frustration. As a Jetstar club member, I am considering canceling my membership and avoiding Jetstar in the future due to these experiences. Virgin Airlines has consistently provided reliable and timely flights in comparison.(DialogInterface updated for clarity and brevity.)

I booked a flight this morning but accidentally selected the wrong time, aiming for the morning flight but booking the evening one instead. When I called to cancel, they insisted I couldn't cancel without paying. I was informed I could change to the correct 7:20 am flight by paying an extra $80 per person. I found information stating that Jetstar should provide a refund without a fee if the reservation is made at least 1 week in advance and within 24 hours of booking. Despite calling immediately after booking, they informed me a refund was not possible. The booking was done at 7:46 AM CST for a Jetstar flight with Confirmation #Q[redacted], Booking Number [redacted], scheduled for Friday, March 6, [redacted], at 8:05 to NRT. My companions are Kathleen Margaret Wilhelm and Traci Lynn Weber. I am still within the 24-hour period and request assistance in canceling the flight and getting a refund.

I booked a flight this morning but mistakenly booked the wrong time. I called immediately to cancel but was told I couldn't cancel and was asked to pay or change the time for an additional cost. I found information online suggesting Jetstar provides a fare refund within 24 hours of booking, yet when we called, they refused. Our booking details are as follows: - Airline: Jetstar - Airline Confirmation #Q[redacted] - Booking Number [redacted] - Flight: Friday March 6 [redacted], departing at 8:05 to NRT Passengers: - K. M. Wilhelm - T. L. Weber We want to cancel the flight and receive a refund. Please assist us within the 24-hour timeframe.

When I departed from Wellington, my batteries were taken without prior notice. Surprisingly in Auckland, they checked for batteries which felt like double standards and cost me both money and time off work. I had four AEG 18V batteries confiscated, and a better level of care and communication would have avoided this issue. These batteries are crucial for my survival due to a brain injury. A little more thoughtfulness could have eased this situation, perhaps by keeping them for my return. I am disappointed with the company's approach and believe they should improve customer service in similar circumstances.

Booking details: Booking Reference: EJWJ6D Passenger: Alan Yu Departure: 19th March, Thursday Route: Sydney to Adelaide Flight: JQ761 Return: 23rd March, Monday Flight: JQ761 Due to the current global situation with Coronavirus, my husband, who is 70 years old, is heeding the government's advice and would like to request a refund for this trip. Your prompt confirmation on this matter would be greatly appreciated. For further communication, you can reach us at [redacted] [redacted] [redacted] or via email at [redacted] Thank you. Connie

I am seeking a refund for our bookings mentioned above. Before our trip, we accepted a credit voucher due to the COVID situation as advised by Jetstar and the agent. Initially, we were informed that only a credit was available. However, I recently found out that we could have applied for a refund if we hadn't accepted the voucher. This seems unfair as travel to Phuket was not possible during our departure date of April 16, [redacted]. Our circumstances have since changed, and the voucher expires in March [redacted], which we cannot utilize. I kindly request a refund for both bookings since we paid for a service we were unable to receive. I appreciate your consideration and look forward to your response. Regards, Doreen G.

My Jetstar flight has been rescheduled twice, causing inconvenience for my daughter who needs to pick me up late at night with her two young children. I had booked this flight well in advance to ensure a convenient arrival time. It seems that the flight I was removed from is still operational under a different flight number, indicating a fare discrepancy. This situation is unfair, and I expect to be accommodated with a reasonable arrival time considering I had made my booking months ago.

I purchased a ticket to Dunedin last night under the name Wirihana Paewai. The total cost was $[redacted]. Upon payment with my credit card, an additional $[redacted] was deducted, and Jetstar is the only company I provided my Visa card details to, including the 3-digit code. I request the unauthorized $[redacted] be refunded promptly. If not resolved satisfactorily, I will escalate this issue publicly to discredit your service. I will refrain from using Jetstar in the future. This practice is unethical and unjust to consumers. Please process transactions accurately to avoid distress to hardworking individuals. I insist on a refund if this matter is not rectified promptly. I have confidence the CEO of Jetstar would not condone such actions. I expect a response addressing this matter promptly.

My wife and I, both 76, flew on Flight JQ773 from Adelaide to Melbourne today with Booking Reference HNBB4K. During hand-baggage check, they deemed our bags "excess" and required us to remove items or pay $65. I shared that we were given home-grown olives and red chillies by a sick relative, leading my wife to dispose of the bag. Upon return, we were still 2 kg over the limit (16 kg total), resulting in a $65 charge. I was disappointed by the lack of clear communication. Had we been properly informed earlier, we could have kept the sentimental items. I kindly request a refund of the $65 paid due to this misunderstanding.

I have encountered an issue with my luggage on a Jetstar flight from Sydney to Melbourne. Initially, they assured me it would be forwarded to Melbourne on the following flight, as I had to return to the UK. They mentioned it would then be sent from Melbourne to London Heathrow and either couriered to me or available for pickup after a couple of days. It has now been six days, and I haven't received any updates. I've been unable to reach anyone over the phone, and there is no email address available. I am eager to locate my bag and ensure it gets to London Heathrow promptly for collection. Despite using WorldTracer and getting a notification of "ITEM LOCATED- PENDING CONFIRMATION," I still lack clarity. Singapore Airlines advised me to contact Jetstar, but I've been struggling due to their poor customer service.

I made flight bookings for a trip from Sydney to Launceston and back in December [redacted] for the Targa Tasmania rally, where I was meant to be a navigator. Unfortunately, the rally was cancelled, and I had to reschedule my flight to depart from Launceston on Thursday, 28th April instead of Hobart, resulting in a costly change fee of over $[redacted]. The total cost for my flights, including the change fee, ended up being $[redacted]. I find this charge excessive, especially since the rally cancellation was beyond my control. I have a Jetstar master card and typically choose to fly Jetstar, but this experience has left me disappointed. I believe a refund or a more reasonable change fee would be fair, considering the circumstances.

My name is Marny Seccull. My booking number is [redacted][redacted]1, and I originally booked my flight before the COVID pandemic. The purpose of my trip was to attend my granddaughter's wedding, which unfortunately got canceled due to the pandemic. I tried to get a refund as I no longer had a reason to travel. Over the past two years, my health has been declining, and I provided a doctor's certificate as proof. Despite multiple attempts and calls, I was only offered a voucher, which I cannot use. It is too stressful and challenging for me to travel now, and I cannot afford to lose the money I paid for the ticket. I kindly request a refund considering my circumstances. I am 77 years old, living on an aged pension with Government Assisted Home Care. Regards, Marny Seccull