Jetstar Complain Policy | Australian Frequent Flyer
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Jetstar Complain Policy

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Jul 31, 2007
What's everyone's experience with trying to complain about Jetstar's "service"?

I was disappointed to find out that, on an airline where they encourage you to make use of the internet, the only avenue to complain is by writing them a letter.

I did just that, and received an acknowledgement 3 weeks after sending my letter, to let me know that Jetstar "is working through the letters in the order they arrive", and that it would take 8 weeks before they even get to my letter.

Has anyone else got some resolution from their complaints to Jetstar yet?


Oct 18, 2004
Yes, but it took time and patience. I had to cancel off JQ due to a change in aricraft type resulted in them not carrying pets in the hold any longer. I eventually got a refund. This issue was not really a 'service' one though and depending on your problem you may or may not get what you're looking for from what is a true LCC.

Travel Guru

Established Member
Apr 19, 2006
Unfortunately your experience is extremely common, and reinforces my decision to only ever fly Jetstar when all other options have been exhausted and after hell has frozen over.

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Recommended by the Australian Frequent Flyer

Asian Flyer

Nov 27, 2009
Jetstar passengers be forewarned! While using one of their flights from Singapore to Perth my suitcase had the lock broken off and several items were stolen by baggage handlers. When I put in a complaint and was contacted by Merlyn (Baggage Claims Officer) at “” I was told they will not reimburse me for the loss.

I asked in three separate follow up emails to be given copies of their customer services policy, their baggage handling policy, name and contact details for his manager plus asked whether an investigation into the theft has been lodged with the police, I was ignored on each occasion.
The only thing they were prepared to do was give me a letter so I can claim it with my private insurance. I have since told the company I work for, who pay for all my flights, never to book me with this airline again and I will be taking it much further that this too.

They think because it is a small claim that I won't bother taking it to a lawyer. With their recent bad publicity in the media about how they treated the guy in the wheelchair you would think they would make some effort to try and give good service. I already have many friends who I work with who are now taking the same stand.
It is easy to understand why the "contact us" section of their website has no email contact details at all. Looking through several similar chat rooms and blogs Jetstar complaints are far too numerous to count.
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