4 weeks ago was my flight. Jet star did not load my luggage onto my flight. I went straight to a staff member who called Sydney airport and they said yes we have the bag here and it will be sent up on the afternoon flight. Well that never happened and now it’s been 4 weeks of me having to constantly call for my bag only to be told it’s still trying to be located and that the case manager will call me. The case manager never calls and I have to call back again. 4 weeks without my stuff. 4 weeks without any outcome.

If you have an important internal flight, I highly recommend to avoid JetStar!

We were coming back from our trip to Bali (retiring to Auckland, New Zealand).
Few hours before our flight, we had a text saying “our flight is canceled due to crew recruitment”. They mentioned they had put us in a flight 25 hours later!!!!!!
It was one of the most unpleasant travel experiences for end of our trip. Lots of stress and pressure to handle.
We went to the airport and after waiting for a long time they booked us another flight for the day after. We rebooked our hotel for sn extra night, and when tried to do the reimbursement with them, the chat not was not helpful and couldn’t recognise our flight! Do frustrating!
We had initially booked our seats to be together as a couple. They did not even put us in one row!
When we went to the airport the day after, the flight was supposed to be 11:30 and delayed to 1:30 pm!! So we stayed in the airport for hours.
The new flight they booked for us in was to Melbourne (instead of Sydney) and was much longer to get to Auckland.
For connecting flight to Auckland took off 1.5 hours after the first one landed, and we ran all the way to our gate (because our seats were at the end rows on the plane and took long time to get off board).
However, the crew in JQ032 were very nice, friendly and when I mentioned we had our meals booked, they gave us meals (we didn’t have options but it was at least nice of them). They gave us face mask, water or anything requested, and we’re always available for passengers. So the star goes to them x
But to be honest, we will never book any international important flight with them again. The plan I had was to rest and sleep and go to work the day after I arrived in Auckland. But after they cancelled and changed our plan, I had to land in Auckland at 5:30 am and go to work after such long exhausting flight!

Carry on is 7kg and a small bag. Staff made my son weigh luggage AND small bag of half dozen donuts. Luggage was already 7.2kg so of course it would go over! Website didn't say luggage has to be EXACTLY 7kg and the small bag is not counted. But I actually bought an extra 7kg beforehand for which we have 2kg extra so staff said we needed to remove some stuff from son's luggage and place in my small bag. But for what? We had to re-pack a couple of jumpers and join the end of the queue AGAIN. All this hassle to move a couple of jumpers from one back to another? NOT IMPRESSED.

Heaps of people putting layers of clothes on at the boarding gate because of bag weights...
Only to then empty their pockets, get undressed and re pack they're bags when on the plane hahaha. Absolutely pathetic airline.
Rude and probably underpaid staff.

Worst airline we've ever flown with.

I had an extremely disappointing experience with Jetstar on my recent flight from Auckland to Christchurch on 25th October. My wife packed a hair straightener in our checked luggage, which was flagged by the Auckland aviation staff and handed over to Jetstar staff.

Since then, I've been trying to get a resolution – I’ve emailed, called, and even visited the Jetstar desk at the airport. Each time, I was met with confusion, lack of information, and no clear answers. The staff at the desk even directed me to the information desk.They Have nothing to do with it, I provided all necessary documentation to jet star, including the notice number and proof of the item’s value ($700). Despite all this, no one seems to know where my item has gone.

Jetstar has shown zero accountability or responsibility for the missing item. It’s incredibly frustrating to have no communication or support from an airline when something of value goes missing under their care. To make matters worse, they don’t seem to have any process in place to inform customers if items are found, nor do they appear to care about resolving the issue in a timely manner.

I understand accidents happen, but the lack of customer service and follow-through is inexcusable. I expected more from a well-known airline. At this point, I’m left with a lost $700 item and no clear answers from Jetstar.

I hope this review will encourage the airline to improve their customer service and accountability moving forward.