Jetstar Customer Service Issues

Hello! In early [redacted], my wife and I booked return flight tickets with Jetstar from Launceston, Tasmania, to Brisbane, Queensland for a weeklong holiday. Due to the COVID-19 pandemic, Jetstar canceled our flights and issued a credit voucher valued at less than $[redacted]. Unfortunately, my wife's health has deteriorated, requiring her to undergo renal dialysis three times a week, making traveling impossible. I would appreciate your advice on how to request a flight refund from Jetstar under these circumstances. A Flight Centre employee mentioned that Jetstar might consider refunds on compassionate grounds, although this is not widely advertised. Any assistance or guidance you can provide on this matter would be greatly valued. Thank you for your help in advance. I look forward to your response. Sincerely, Mr. T. Wilson

Hello, I am reaching out for help as my family group (6 adults) is planning a trip to Bali from Friday, September 30, to Wednesday, October 5. I purchased 2 packages to The Stones - Legian for 4 members of our group, but when I tried to book the remaining 2 adults in, I found that the packages were all sold out. Consequently, we have 4 members booked, but my husband and I are unable to secure a room at the same hotel. We were really hoping to stay together in the Deluxe Pool View Room at The Stones. When I booked, there was no indication that these were the last rooms available. We are now hoping that another room could become available so we can all travel and stay together at our preferred accommodation. I understand that the allocated packages have been sold out, but I am sincerely hoping that there might be a possibility of arranging another room for us. The Stones is where we truly wished to stay, and we want to make the most of our trip together. Warm regards, Leigh

Subject: Assistance needed due to flight cancellation Dear Jetstar, I am reaching out as our flight JQ0036 from Bali tonight got canceled. It has been rescheduled for tomorrow morning, 28/7/22, under the names of Julie Smith and Lynette Nielsen. We have booked accommodation for tonight and will keep the receipts for claiming purposes. However, due to this change, we are facing some issues regarding our connecting flights from Melbourne to Adelaide and Launceston on 28th July, which we are going to miss. 1. We will require overnight accommodation at Melbourne airport once we arrive tomorrow night. 2. We need to arrange new flights for Julie Smith to Launceston and Lynette Nielsen to Adelaide, scheduled for Friday, 29th July. 3. Additionally, we will need assistance with reimbursement for the missed flights with Virgin. Would you please advise if you can: 1. Arrange a hotel room at Melbourne airport for Thursday, 28th July? 2. Book new flights for Friday, 29th July - Julie Smith from Melbourne to Launceston and Lynette Nielsen from Melbourne to Adelaide? Your prompt response would be greatly appreciated. Kind regards, Lynette Nielsen

I was incredibly frustrated when Jetstar cancelled my flight the night before my trip. Missing out on precious time with my family, especially during these Covid times, was extremely disappointing. As if that wasn't enough, the airline then asked me to wait for the refund, which felt like adding insult to injury. Considering Jetstar's alternative flights would have made me late for my three-day function, which was not a viable solution. My family members also faced similar cancellations on their trips, adding to our collective inconvenience. I now question whether I can even trust Jetstar again, especially with existing vouchers. Can I receive credits instead of vouchers? This whole situation has left me feeling let down and unsure about Jetstar's reliability.

I arrived at KLIA2 airport in Kuala Lumpur, Malaysia today on flight 3K683 from Singapore, seated at 6A. Unfortunately, I dropped my black Sony charging case with one earphone inside. I went to the Departure Hall Jetstar on level 3 and a staff member confirmed they had found my lost items. As I'm in a rush to get to KL Central for a meeting, I arranged to collect the items on October 26 when I leave on flight 3K688 at 8:45 pm from KLIA2. The staff mentioned I can get the items from the Supervisor, but I forgot to ask for their names. Could you please assist me in emailing them to ensure my lost items will be ready for collection on October 26? It would be helpful if they could email me the names of the people I should ask for. I appreciate your help with this matter.

My flight, JQ524 from Melbourne to Sydney, was unexpectedly canceled on 11/23/[redacted] due to an engineering issue. Passengers were instructed to collect their luggage and rebook their flights. The rescheduled flight, which was set for 5 hours later, did not come with a guarantee, and we were advised to keep our bags and check in at the counter an hour before departure. We had to hastily book a last-minute ticket on another airline in order to make our international connection to Chile. While we understand that issues can arise, the lack of communication, support, and reassurance from the ground staff made this situation incredibly stressful. We specifically chose JetStar to ensure we would make our connecting flight, and the flight cancellation has disrupted the purpose of our trip.

Our flight QT [redacted] from Melbourne to Sydney on 23/12/[redacted] was unexpectedly canceled without any explanation. We were instructed to retrieve our luggage and arrange a new flight. The replacement flight was uncertain, and we were advised to hold onto our baggage and arrive at the counter an hour before the flight, which was scheduled five hours later. To ensure we could make our international connection, we had to purchase a ticket with JetStar as we were unsure about the reassigned flight and later had to buy another ticket with a different airline that guaranteed our boarding. The lack of communication, support, and assurance from your ground staff made the situation significantly stressful. We selected your airline specifically to ensure a smooth transfer to our international flight, and the cancellation has disrupted the purpose of our trip.

On November 25th, I contacted Jetstar to book a holiday to Bali for my wife and me. We were interested in the $[redacted] deal to stay at the 4 Points by Sheraton. We have two Jetstar vouchers: No. [redacted][redacted]1 for $[redacted].24 and No. [redacted][redacted]1 for $1,[redacted].99. We wanted to extend our stay to nine nights since our total voucher value is $[redacted].23. The employee I spoke with was helpful, but the final booking (Reference No. YRK1FE) wasn't as expected. After requesting a deal with flights and a five-night stay at 4 Points by Sheraton, I was informed later that there would be an additional $1,[redacted].87 for the hotel room, which we can't afford as pensioners. We haven't canceled our flights yet and would like to proceed with the original deal. If not, we may have to cancel the flights. Please contact me at [redacted] 00 33 26 if needed. Thank you, Peter B. for Peter R. B. and Carol A. B.

Hello, we need your email address to submit a claim for the loss and inconvenience caused by our two delayed hold boxes on Jetstar flight JQ217, on the 2nd of December [redacted], from Melbourne to Auckland. The baggage references are EK657051 and EK657480, with File Ref AKLJQ19964 and Case No [redacted]2. The boxes contained our clothes, toiletries, and two bicycles, as we are cycle tourists who planned to ride from Auckland airport to Orere Point. Due to Jetstar's delay, we had to rent a car for 4 days until our luggage arrived. We aim to recover the extra expenses incurred because of this delay, specifically the car hire and petrol for 4 days, all of which can be proven. Thank you for your assistance.

I flew from Changi to Kuala Lumpur this morning and my bags were not taken with me. I contacted your service line, which assured me that my bags would be on either the 12:00 or 19:45 flight this evening. Unfortunately, my bag is still at the Changi terminal. I have crucial medication in it such as insulin and other essential medicines. I was promised a call to confirm that my bags would make it onto the plane, but no one has reached out. I'm extremely anxious about getting the necessary medication, especially the insulin that I cannot easily replace. I have been trying to contact your team, but no one is answering the phone. This situation is causing me a lot of stress and is putting a damper on my holiday. The case number is [redacted]. My contact number is [redacted][redacted]. Please resolve this issue promptly.

I am currently facing an issue with my luggage that went missing during a recent flight from Singapore to Phuket. The AOTGA ground staff in Phuket assisted me with completing a form regarding my missing luggage four days ago. Unfortunately, I haven't received any responses to my emails, WhatsApp messages, or calls. My baggage receipt is QF149652, and Qantas has directed me to Jetstar to track down my luggage as it was the last airline I flew with. I am in urgent need of assistance as I only have the clothes I was wearing. I am staying at Twin Sands Resort in Phuket.

Hello, I want to report an issue regarding my baggage during my flight from Singapore to Kuala Lumpur on December 28, [redacted] (Flight 3K687). I paid for a 20kg checked baggage that did not arrive at Kuala Lumpur International Airport 2 (KLIA2). The baggage ID is [redacted], and the booking number for this flight is MNVSPN. I submitted a property irregularity report with Jetstar at the lost and found office at KLIA2 yesterday. Despite them promising an update, I have not received any communication. Today, I tried contacting Jetstar customer service multiple times. However, whenever I reach the baggage claims department, I am placed on hold and no one returns to the call. I am in a foreign country, still in the clothes from yesterday, feeling completely abandoned. This lack of customer service is disappointing. I urgently request an update or response. Best regards, Pia S.

I attempted to book a ticket using my voucher, and it was showing that the voucher had already been redeemed. Despite entering the voucher details for payment, I couldn't complete the transaction. When I tried to rebook before the voucher expired, it indicated that it had been redeemed. I'm frustrated because I'm left without a voucher or tickets, and it's concerning that the contact numbers and email addresses for Jetstar are unresponsive. Kindly investigate as there are no tickets under my name, Luisa Fernanda Campos Torres. The voucher number is [redacted][redacted]1, and there are no bookings associated with it. I request either the voucher reinstated or a refund. Your prompt resolution is appreciated. Thank you, Luisa Campos Torres.

Hello, I recently took my boyfriend to Terminal 3 for his flight back to the USA. However, there was confusion as the guards allowed him in, but he later discovered he was actually supposed to be at Terminal 1. This resulted in him missing his flight at 8:05 pm. He was given a number for Jetstar's call center, but calling internationally incurred charges. The office in Terminal 1 mentioned he wouldn't have to pay extra for a flight the next day. How can we contact Jetstar efficiently to resolve this situation and make a new booking? Thank you.

During our trip to New Zealand on November 29, [redacted], my wife, granddaughter, and I encountered a situation where our luggage did not arrive with us. We immediately notified the airline about our missing bags, emphasizing that they contained vital medication that I needed urgently. Despite being assured that our issue was prioritized, we faced delays and unhelpful responses during the two-week search. Fortunately, a helpful connection eventually facilitated the recovery of our bags from another airline, allowing us to receive them promptly. Upon resolving the situation independently, it became apparent that the airline's efforts in locating our bags were inadequate. This experience was exacerbated by the insensitivity displayed by JetStar staff when my daughter's colleague followed up on our case. The lack of proactive action from the airline staff highlights a disappointing aspect of customer service. When an airline claims to prioritize a matter, it is reasonable to expect genuine efforts in resolving the issue promptly rather than mere assurances. In this case, the delay resulted in unnecessary inconvenience and additional expenses to obtain medication.

Yesterday, Wednesday, February 16, my daughter, Mrs. L.K. Gibson, was a passenger on flight JQ840 from SYD to Proserpine. Upon arrival, she discovered her suitcase, labeled [redacted]2, was missing. After contacting Jetstar, she was informed that the case was still in SYD and would be sent on a priority basis. However, despite assurances, she has not received any updates after today's flight arrival. This situation is critical as Mrs. Gibson is terminally ill and her necessary medication is in the missing bag. If it is not located within the next 24 hours, she may require ICU and life support. I urgently request information on the bag's location and any plans for resolution. Please treat this matter with the utmost importance as my daughter's well-being is in jeopardy.

During a JetStar flight JQ661 from Ayer's Rock to Sydney on February 2, [redacted], my wife was deemed medically unfit to travel by the pilot and a doctor over the phone. I require documentation of this incident for my insurance claim with Alligenz Insurance Company related to the "Delay in transit" coverage. The tour manager gave me three possible Booking Numbers: 5P391K, 5P5EEM, and 6Qp35. I would appreciate assistance in identifying which one of these corresponds to our group booking. Also, I need documentation of the pilot's decision for my records. Thank you for any help you can provide.incerely, J. & G. White

Once you enter the information above, a public page displaying your issue is generated, which you can then share with Jetstar. This eliminates the need to repeatedly type out your problem every time you contact them. You can also seek assistance from other customers by sharing this page. After resolving your issue, you can update other customers on how you solved it. This information may help the next customer in line resolve their problem faster. You will receive links in your email to edit or delete the public page created through this process whenever you wish.

I am following up on a previous live chat conversation I had with Jetstar about a refund. Here is the transcript of the chat with the agent, Mac Joseph, on March 7th, [redacted]. Thank you, Irene Kind Regards, Jetstar

I flew on Flight JQ988 to Perth, WA on April 6, [redacted]. Unfortunately, my suitcase did not arrive with me. My partner's suitcase was there and she picked it up. Due to a mistake, my luggage receipt was attached to my partner's boarding pass at check-in in Sydney Domestic Airport. Please note that the correct baggage receipt number is [redacted]. My name is David Watt. I am 85 years old and do not have access to a computer, so please contact me via email at [redacted], which belongs to my partner and fellow traveler Joyce Chalkley.