My son and I had to travel to Brisbane from The Whitsundays as my son had shattered the heel bones in both of his feet in a work related accident. On arrival at Brisbane airport we discovered our rented wheelchair had been broken during luggage handling. Not only did I have to wheel my son around the city in a useless chair at exteme discomfort to him, as it was the actually the seat bracket that had broken, but I naturally lost my deposit from the hire company. I went through the right procedures in reporting the incident to shitstar... oops sorry, Jetstar when it occurred and after recieved no response after some time sent at least 3 e-mails enquiring as to what the hell was going on, but you guessed it, not a single reply. I would love to say that I'll never use the airline again but unfortunately you don't have much choice in regional areas like ours. I hope you're proud of yourselves Jetstar.

I am wondering what is "Customer Service" to Jetstar nowadays. I have been waited for more than 3 working days as promised by the manager of Contact Centre that someone from the Customer Service Unit will call me back. However when someone called me back today (Since 11 Jan 2011 till today - 7 Feb 2011), he can't even solve my issues and also refused to let me speak to someone higher. To him, he is the highest point of contact and insisted that he can't transfer call nor getting anyone else to call me. The worst part - HE HANG UP MY LINE AS HE CAN"T HANDLE ME AT ALL.

I doubt that Jetstar's higher management know about such bad conduct of their customer service executive, manager as well as their so call CUSTOMER SERVICE UNIT!

I urge that someone from the highest management to review their calls and call me back urgently. The customer service executive, manager & the so call CUSTOMER SERVICE UNIT promised that their calls were being recorded but when the guy called me back today, he told me "UNFORTUNEATELY THEIR CALLS NOT BEING RECORDED".

Do not waste your money on insurance when you fly on Jetstar, because they will side the insurance company when there is a case. My recent experience was for a claim on flight delay of 6 hours on a return trip from Bangkok to Singapore on flight 3K516 on Novenber 20, 2010. The flight was delayed from 3:45 pm to 9:45 pm. We were told by the flight attendants that the delay was due to a mechanical fault, and the plane needs to go through an emergency parts replacement. We were told that this the delay is insurance claimable. However, when I received the letter from Jetstar for proof of flight delay to be submitted along with the claim form, my claim was rejected. This is because the reason for flight delay was explained in the letter as, "operational reason". When I contact them, they told me that I need to write to their HQ in Australia via snail mail, and that the office in Australia does not have an email address!

My relatives and i were booking our tickets through Jetstar website yesterday, we spent good wholed 4-5 hrs sitting in front of the pc just to book the tickets. The error message always pop up when we are making payments. It always state amount owing, and that amount was for insurance (Jetcover).

I called in again this afternoon when i faced the same problem while trying to do the booking online, then this customer service officer told me that there's something wrong with their system when the payment cant go through. In order to confirm that there was no deduction from the credit card, i asked him to check again. He told me the payment for air tickets have been approved which means the only air tickets are secured not insurance!! He referred me to contact the Insurance company regarding the insurance issue. I did so and at least on the insurance side, the CSO mentioned that, customers usually have no problems purchasing the Jetcover via Jetstar website. This CSO at Jetstar call centre is really ill-manned as he interrupted whenever i am talking just to argue that it's the insurance company's fault that my payment didn't go through and he even raised his voice!!! He simply refused to provide me with his name upon my request for several times. I had a really shocked when i heard that. Upon hearing that, i requested to speak to their supervisor or manager, as i am really very frustrated and upset about what happened yesterday and today. For goodness sake, this CSO told me, I am not fit and not in any position to speak to the superiors!!! So he refused to escalate my request.

I called in 10-15mins later after hanging up with that CSO from Jetstar. This time round, i was served by a very nice gentleman, who listened to my queries and concerns quietly. He only started talking after i finished with what i have to say and asked. He did a check for me and told me no air tickets are being paid and secured for my booking. He was also rather surprised that why the previous CSO mentioned that air tickets have been paid and seats are secured.

This is a real horrible experience with Jetstar, I have sent in a complaint letter but i seriously doubt they will reply. I wouldn't have chose Jetstar, if other airlines provide direct flight to where i am going. This shall be my first and last time going by Jetstar.

Jetstar flight Jq971 11th October Red Eye.

Hello my name is Philip Collier I traveled on the above red eye flight, I was seated next to a lady who just wouldnt stop talking I wanted to rest but on she went so I moved to the rear of the aircraft and found an empty row of seats. One of the attendants said I would have to move back because the seats were for the flight attendants rest area etc, I explained what was going on and she said ok I will sort something out. After a couple of minutes she said to move down the front as there was a seat, I moved to that seat and a female passanger just went right off saying I shouldnt be there etc etc It got quite heated, she said she was going to complain to the airline .I just wanted you to know that Cassie and Jennifer flight attendants on that flight where great and a credit to your airline I moved in the end back to another seat to save any further arguments, They were so professional and defused the situation without further problems.If there has been a complaint put in about these girls I would like to be contacted so I can tell those concerned how well they handled things. If you get the chance could you please hand a copy of this to both Cassie and Jennifer like I said there a credit to your airline.

Regards Philip Collier [email protected]