Jetstar suuuuuucks.... why don’t I learn??? | Page 4 | Australian Frequent Flyer
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Jetstar suuuuuucks.... why don’t I learn???

clifford

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Jul 6, 2004
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Must admit I haven't had a bad flight in JQ "business" (to HKT, SIN), especially since the catering was upgraded (eg, to free flowing wine). Good value in my opinion.
 

noicedavo

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Feb 2, 2012
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Has anyone had any experience with cancelled Jetstar flights when they are a QF award booking? I.e. would QF help you at all if Jetstar mess up your plans?
Yes - it's happened to me twice & it's infuriating! Jetstar sends a text to advise your flights has been cancelled with a link for rebooking options. This doesn't work though if you've booked using QF points. So you have to call Qantas call centre to get onto another flight.
This happened to me last Sunday Feb 8. Flight home to Sydney from OOL was cancelled. Jetstar rebooking online wouldn't work & chat session said they couldn't help. Called Qantas right away, message said wait time was 28 minutes so i left my number for call back. While waiting had to rebook hotel for another night as it was 10am. Finally got call back from Qantas after 3 hours & they initially disputed that the Jetstar flight was cancelled. On contacting Jetstar they confirmed flight was cancelled & next available was Tuesday morning. They would not transfer me to a Qantas flight or to a flight from Brisbane on either carrier for Monday.
So totally unhelpful - you are stuck in limbo. The JQ people would have taken all available seats way before Qantas got back to me. I won't be travelling Jetstar again if I can help it - and definitely not using QF points.
Flight home 6am Tuesday morning was also delayed - due to weather they said - but Virgin flight leaving at the same time left as scheduled. I really think Jetstar does anything to save money.
 

Melburnian1

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...Took them to MEL for a wedding and got the last flight home to BNE on a sunday night. That flight was cancelled so they put me up in a hotel in morrabbin (with bus transfers) and gave me $50 in hotel credit for food....
Hotel in Moorabbin?

Other side of town. Was every other hotel in same price bracket booked out due to a special event like the AFL Grand Final?

Seems an odd suburb, at least 35km from the airport.
 

Bundy Bear

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Jetstar is you get what you pay for.
If you can fly another airline then do it, although I did fly Brisbane to Darwin on Jetstar with a 30 minute delay.
 

Jenya

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I'd rather not travel than have to travel on Jetstar.
That's what I was doing as well. Never ever touch it!
But unfortunately now sometimes you have no choice :(
Unfortunately we were just unfortunate to end up with Jetstar not Qantas as an appointed company to operate MEL-BNE route as part of an essential travel network during pandemic.

We bought our tickets on Qantas website (redirected to Jetstar) and was due to fly from MEL to BNE on Friday 31 July with my family wife 4 y.o. and newborn, on their "fully flexible" fare.
As we had a lot of luggage to check in + infant/kids items we wanted to get to T4 drop off area, offload luggage from the car and drop in on the counter. We were already checked in online.
We were in airport 1 hr before scheduled departure, but coming of highway on T4 rump there was COVID-19 testing site set up on this rump, so I was forced to reverse back on highway trying to find alternative way to T4 drop off area. As there were no alternative navigation signs for T4 drop off area, we ended up in T1/2/3 parking, had to find 2 trolleys and bring all this including newborn carrycot all the way to T4.
That took us 30 min and on arrival we were told that our flight was already just closed. I asked them to check in our bags as it was exactly 30 min before departure but that was rejected.
I understand that it's too tight and it's because MEL airport poor management of T4 road signs/directions affected by COVID testing site, not Jetstar's own fault.
But don't we all have to be a bit more flexible and caring of each other in these challenging times rather than blindly and strictly following checkin regulations no exceptions if it is just seconds late?
I asked for a check in manager hoping exactly for this and when she came out of her office I was only pointed out that it is now 2 minutes late and refused to help us as well.
She stated that it was our fault not to arrive early enough for check in and suggested we change our booking for the next flight which was in 3 days time for $75.
Which was a little help with nowhere to go for us, lots of luggage and crying newborn has to be constantly breastfeeded.

Just another sad story out there(
 

muppet

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That's what I was doing as well. Never ever touch it!
But unfortunately now sometimes you have no choice :(
Unfortunately we were just unfortunate to end up with Jetstar not Qantas as an appointed company to operate MEL-BNE route as part of an essential travel network during pandemic.

We bought our tickets on Qantas website (redirected to Jetstar) and was due to fly from MEL to BNE on Friday 31 July with my family wife 4 y.o. and newborn, on their "fully flexible" fare.
As we had a lot of luggage to check in + infant/kids items we wanted to get to T4 drop off area, offload luggage from the car and drop in on the counter. We were already checked in online.
We were in airport 1 hr before scheduled departure, but coming of highway on T4 rump there was COVID-19 testing site set up on this rump, so I was forced to reverse back on highway trying to find alternative way to T4 drop off area. As there were no alternative navigation signs for T4 drop off area, we ended up in T1/2/3 parking, had to find 2 trolleys and bring all this including newborn carrycot all the way to T4.
That took us 30 min and on arrival we were told that our flight was already just closed. I asked them to check in our bags as it was exactly 30 min before departure but that was rejected.
I understand that it's too tight and it's because MEL airport poor management of T4 road signs/directions affected by COVID testing site, not Jetstar's own fault.
But don't we all have to be a bit more flexible and caring of each other in these challenging times rather than blindly and strictly following checkin regulations no exceptions if it is just seconds late?
I asked for a check in manager hoping exactly for this and when she came out of her office I was only pointed out that it is now 2 minutes late and refused to help us as well.
She stated that it was our fault not to arrive early enough for check in and suggested we change our booking for the next flight which was in 3 days time for $75.
Which was a little help with nowhere to go for us, lots of luggage and crying newborn has to be constantly breastfeeded.

Just another sad story out there(
But you said yourself it wasn’t Jetstar’s fault?

FYI - QF and VA have done the same to me as a plat member with both. Once the computer says no, it says no.
 

justinbrett

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That's what I was doing as well. Never ever touch it!
But unfortunately now sometimes you have no choice :(
Unfortunately we were just unfortunate to end up with Jetstar not Qantas as an appointed company to operate MEL-BNE route as part of an essential travel network during pandemic.

We bought our tickets on Qantas website (redirected to Jetstar) and was due to fly from MEL to BNE on Friday 31 July with my family wife 4 y.o. and newborn, on their "fully flexible" fare.
As we had a lot of luggage to check in + infant/kids items we wanted to get to T4 drop off area, offload luggage from the car and drop in on the counter. We were already checked in online.
We were in airport 1 hr before scheduled departure, but coming of highway on T4 rump there was COVID-19 testing site set up on this rump, so I was forced to reverse back on highway trying to find alternative way to T4 drop off area. As there were no alternative navigation signs for T4 drop off area, we ended up in T1/2/3 parking, had to find 2 trolleys and bring all this including newborn carrycot all the way to T4.
That took us 30 min and on arrival we were told that our flight was already just closed. I asked them to check in our bags as it was exactly 30 min before departure but that was rejected.
I understand that it's too tight and it's because MEL airport poor management of T4 road signs/directions affected by COVID testing site, not Jetstar's own fault.
But don't we all have to be a bit more flexible and caring of each other in these challenging times rather than blindly and strictly following checkin regulations no exceptions if it is just seconds late?
I asked for a check in manager hoping exactly for this and when she came out of her office I was only pointed out that it is now 2 minutes late and refused to help us as well.
She stated that it was our fault not to arrive early enough for check in and suggested we change our booking for the next flight which was in 3 days time for $75.
Which was a little help with nowhere to go for us, lots of luggage and crying newborn has to be constantly breastfeeded.

Just another sad story out there(
No offence, but you’re flying from a city that has just declared a state of disaster. If you are in your rental car T-60 you have not allowed enough time. Even without covid that is cutting it fine.

Is is not on the airlines to be flexible. They are operating very limited services and many times there’s only one flight a day on each route. The onus is on you to be prepared and get to the airport well in advance. Airline travel at the moment is very difficult.
 

Melburnian1

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No offence, but you’re flying from a city that has just declared a state of disaster. If you are in your rental car T-60 you have not allowed enough time. Even without covid that is cutting it fine.

Is is not on the airlines to be flexible. They are operating very limited services and many times there’s only one flight a day on each route. The onus is on you to be prepared and get to the airport well in advance. Airline travel at the moment is very difficult.

Yes, on the SYD to MEL southbound sector today JQ513 was the only offering from that company - no QFd flight! See the Qantas delay/cancellations thread for more detail.

(There was also VA826).
 

Jenya

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But you said yourself it wasn’t Jetstar’s fault?
Well, I have to stress – I was there in time as first and last minutes of check in window are equal.
I think they just refused as they see how mach bags I got
I understand that it's might be tight with checked in bags, but I was there still in time to be accepted for flights
 

Jenya

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She stated that it was our fault not to arrive early enough for check in and suggested we change our booking for the next flight which was in 3 days time for $75.
This is very important as she admitted that it wasn’t no show and booking still can be used.

I understand that different employees have different levels of motivation and attitude to help their clients especially in complex situations.
At least they could offer some sympathy and offer help to find other flights for us (Qantas as Jetstar is Qantas company) to get us there earlier.
I understand that a low cost carrier also means very low level of customer care and going little beyond their responsibility is a personal choice of employee rather than their direct workplace duty.
Thankfully I managed to find such a person outside of Jetstar sometime after.

Qantas premier service line was complete opposite experience to Jetstar and was so helpful finding/booking next nearest QF flight out of MEL and going above and beyond their direct workplace duties checking out for QLD and NSW current border restrictions online, even suggested option to rent a car and drive to QLD in case we want to leave Victoria ASAP in case travel restrictions will be tightened further.
Thanks for that we were able to get out of Victoria on the same day driving into NSW and then to QLD. That took us 3 days of driving with a fully loaded car and 3 weeks old baby if you can imagine what a trip it was.
And all of that just because we were "2 minutes late" according to Jetstar manager (in fact not, as I turned up on counter exactly 30 min before flight departure)

Thankfully as returning QLD residents we were allowed to enter Queensland on the border and now back in safety of our home. But the trauma of flying with Jetstar still hurts.
It is even harder as we weren't even compensated for our loss, not even 1 dollar.
As Jetstar manager suggested to rebook us on later flight on Monday for $75 I thought it's an open option of us and later that day as we sort out our travel plan I called Jetstar helpline only to be told that we are not any more eligible for any refund even on our "fully flexible fare" as booking is now marked as no show!
Now I have 2 questions:
- How can it be nowshow if we DID turn up on the check in counter 30 min before flight?
- How easy was it for Jetstar stuff to at least mention that if I don't rebook to the next flight on Monday for $75 we would lose ALL $600?
 

justinbrett

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This is very important as she admitted that it wasn’t no show and booking still can be used.
It doesn't mean that at all. On a max bundle, you have until the end of the day to change your flight, even if the flight has departed. However, Jetstar don't refund, only issue credits.

Thankfully as returning QLD residents we were allowed to enter Queensland on the border and now back in safety of our home. But the trauma of flying with Jetstar still hurts.
It seems you didn't fly with Jetstar.... in any case I think you need to own a significant portion of the blame here, it's not Jetstar's fault you were late. You say you were at the check in counter 30 minutes before - but you haven't allowed for security, health screening and boarding.

Thankfully as returning QLD residents we were allowed to enter Queensland on the border and now back in safety of our home. But the trauma of flying with Jetstar still hurts.
It is even harder as we weren't even compensated for our loss, not even 1 dollar.
As Jetstar manager suggested to rebook us on later flight on Monday for $75 I thought it's an open option of us and later that day as we sort out our travel plan I called Jetstar helpline only to be told that we are not any more eligible for any refund even on our "fully flexible fare" as booking is now marked as no show!
Now I have 2 questions:
- How can it be nowshow if we DID turn up on the check in counter 30 min before flight?
- How easy was it for Jetstar stuff to at least mention that if I don't rebook to the next flight on Monday for $75 we would lose ALL $600?
You should have been able to keep the flights in credit, but you had to rebook on the same day.
 

AIRwin

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Jenya

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On a max bundle, you have until the end of the day to change your flight, even if the flight has departed. However, Jetstar don't refund, only issue credits.
so thats exactly what happened, I asked them for refund on the same day ✅ and thats was their most expensive bundle.
 

henrus

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sure this is the case. Quarantine day 3 + I done COVID test on arrival.
Sounds like fun.

Out of interest, where did they put you up? how are they treating you? photos of the food? were you shoved on a bus when you arrived at the border (how did that work with the rental car)?

Sorry about all the questions but I'm just interested in the whole process (and I'm sure many others are as well).
 

significance

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I recently flew Jetstar after having sworn off them years ago. My Qantas flight was cancelled and the Jetstar flight was the only way to get where I was going without an overnight stopover.

My experience was similar to many of those above -- good inflight service, poor ground service.

I had a 6 hour gap between my Qantas flight arriving in Brisbane and my onward Jetstar flight, and had to collect my luggage and check it back in. I got to the front of the luggage check-in queue and asked "can I check in both my bags, or will I have to take one as hand luggage?" Looking at my electronic boarding pass, the flight attendant ignored the question and said "you can't check in for another four hours," and waved me away. "So I have to wait here with my luggage for four hours?" She rolled her eyes, said "that's the way it works", and gestured for the next passenger to step forward.

There were no cafes open on that side of security, so it wasn't looking likely to be fun, but after 45 minutes spent searching, I found the left-luggage lockers, which allowed me to go through security and to the Qantas lounge.

I understand that she couldn't check in my luggage so early, but a simple expression of sympathy rather than dismissal would have made me feel less aggrieved. If she'd answered my luggage question instead of ignoring it, I wouldn't have spent the four hours worrying about excess baggage charges (checking in both bags turned out to be fine). And if she'd had the presence of mind to point me in the direction of the left luggage lockers, I'd have been a happy customer.

On board, the flight attendants were excellent. Though there was a mix-up in their records about my included "meal", they handled it very gracefully while they thought it was my error, but still double-checked and corrected it gracefully when they realised I was right.
 

MH_fan

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That's a bad attitude from her. She should be extremely grateful that she still has a f**king job and be appreciative of that fact!
 
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justinbrett

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To be fair, it has been their policy from the very beginning, more than a decade.
 

significance

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To be fair, it has been their policy from the very beginning, more than a decade.
It’s not the policy that I take issue with, but the service. Besides, it had been at least a decade since I last flew with Jetstar.
 

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