Omari Gates
Jetstar Airways is a low-cost airline based in Australia. It is a subsidiary of Qantas and operates both domestically and internationally, with flights to Southeast Asia, New Zealand, and Australia. While some passengers have praised Jetstar for its smooth and timely flying experiences, others have criticized the airline for issues such as delays, cancellations, cramped cabins, poor customer service, and hidden costs. So, is Jetstar a good airline in Australia? Let's delve into the experiences of those who have flown with them to find out.
| Characteristics | Values |
|---|---|
| Delays | Common |
| Customer Service | Poor |
| Luggage Handling | Poor |
| In-flight Entertainment | Available at an additional cost |
| Food | Available at an additional cost |
| Leg Room | Poor |
| Seat Comfort | Poor |
| Cleanliness | Good |
| Crew | Friendly |
| On-time Performance | 81.5% for arrivals and 80.5% for departures |
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What You'll Learn
Jetstar's reputation in Australia
Jetstar Airways is a low-cost airline headquartered in Melbourne, Australia. It is a wholly owned subsidiary of Qantas and has a fleet of 72 aircraft, including Airbus A320, Airbus A321, Airbus A330-200, and Boeing 787-8 planes.
Reviews of Jetstar are mixed. Some passengers have praised the airline for its smooth and positive flying experiences, comfortable seats, friendly staff, seamless check-in processes, and on-time departures.
However, Jetstar has also received significant criticism and has a reputation for delays, cancellations, and poor customer service. Passengers have complained about issues such as cramped aircraft, uncomfortable seats, poor legroom, broken entertainment systems, and numerous additional costs for services like food and entertainment.
In terms of on-time performance, Jetstar Australia ranked sixth out of eight participating airlines in May 2025, with 81.5% of on-time arrivals and 80.5% of on-time departures. The cancellation rate for the month was 2.1%.
Overall, while some passengers have reported satisfactory experiences with Jetstar, particularly for short flights, the airline appears to have a notable reputation for delays, cancellations, and additional costs, which has led to negative reviews and dissatisfaction among some customers in Australia.
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Customer service and transparency
Jetstar Airways is a low-cost airline based in Australia. It is a subsidiary of Qantas and operates a fleet of 72 aircraft, including Airbus A320, Airbus A321, Airbus A330-200, and Boeing 787-8 planes. While some passengers have praised Jetstar for its smooth and positive flying experiences, others have criticised the airline for issues such as delays, cancellations, cramped spaces, uncomfortable seats, poor legroom, broken entertainment systems, and additional costs for food and other services.
Jetstar has received mixed reviews when it comes to customer service and transparency. Some passengers have reported that the airline promptly addresses their concerns and provides helpful assistance. On the other hand, several customers have expressed frustration over what they perceive as a lack of transparency and accountability. For example, one customer shared their experience of being unable to obtain a tax invoice for a $75 payment, despite repeated requests. This has raised questions about the airline's transparency and willingness to resolve customer issues.
Another common concern relates to Jetstar's strict baggage policies and additional fees. The airline is known for its stringent enforcement of the 7 kg weight limit for carry-on luggage, and customers have reported unexpected charges for slightly exceeding this limit. Some passengers feel that these policies are not adequately communicated or enforced inconsistently.
In terms of cancellations and delays, Jetstar's performance varies. While some customers have experienced significant delays or last-minute cancellations, others have found their flights to be relatively punctual. According to the Bureau of Infrastructure and Transport Economics' monthly report for May 2025, Jetstar's on-time arrival performance was 81.5%, while its on-time departure performance was 80.5%. The same report also indicated a cancellation rate of 2.1% for the month, which is slightly lower than the long-term average.
Overall, while Jetstar strives to provide efficient and affordable services, there are areas where improvements can be made to enhance customer satisfaction and transparency. Addressing concerns related to baggage policies, clear communication, timely refunds, and consistent application of policies can contribute to a more positive flying experience for passengers.
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Delays and cancellations
One passenger reported that their flight was cancelled just 15 minutes before the scheduled boarding time, and they were unable to rebook until the following day. Another passenger experienced a 24-hour delay on a short flight, causing them to cancel and rebook with another airline.
A review of the airline's on-time performance statistics for May 2025 revealed that Jetstar had an 81.5% on-time arrival rate and an 80.5% on-time departure rate, ranking fifth and sixth place, respectively, out of eight airlines. The cancellation rate for the month was 2.1%, which was lower than the long-term average of 2.2%.
Some passengers have expressed frustration with Jetstar's strict enforcement of the 7 kg carry-on weight limit, which can result in unexpected fees for overweight baggage. The airline has also been criticized for its lack of transparency and accountability regarding refunds and customer service.
Overall, while some passengers have experienced only minor delays with Jetstar, others have encountered significant disruptions and a lack of support from the airline in resolving these issues.
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$138.12
In-flight experience and costs
Jetstar Airways is a low-cost airline based in Australia. As a no-frills airline, passengers get what they pay for. The airline has a reputation for being strict about its 7 kg weight limit for carry-on luggage and personal items. They also do not offer complimentary drinks or food. Passengers have to pay for in-flight entertainment, such as $9 for a movie or $6 to play Solitaire, which is uncommon among other airlines.
Passengers can pay for a bundle that includes 20 kg of checked luggage, a drink, and a meal, and this option also allows passengers to choose their seats. The airline is vigilant about luggage weight, so it is important to double-check your luggage weight before going to the check-in counter.
The seats on Jetstar's A321-NEO aircraft are comfortable, but the space between the seats is tight. Taller passengers may find their knees touching the back of the seat in front of them. The airline does not offer an entertainment system built into the seats, but there is a small device holder for a mobile phone, and a regular tray table below that.
Overall, passengers seem to have mixed experiences with Jetstar. Some have reported slight delays, while others have experienced significant delays. The airline has also been known to cancel flights, sometimes due to crew tiredness, and does not always provide timely reimbursement for expenses incurred due to cancellations.
In terms of on-time performance, Jetstar ranked fifth out of eight airlines in Australia for on-time arrivals in May 2025, with an average of 81.5%. For on-time departures, they ranked fifth with an average of 80.5%. The cancellation rate for the month was 1.9%.
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Luggage and seating
Jetstar is a no-frills airline, so it's important to be mindful of what you're paying for. The airline has a reputation for being strict with its luggage restrictions, and customers are advised to be mindful of weight and size limits. The hand luggage allowance is 7kg, which includes all items such as handbags and laptops. Checked baggage weight restrictions also apply, and it is cheaper to add baggage when making a booking.
One customer review noted that they were charged $450 for extra luggage on a connecting flight, and that they had to collect and transfer their luggage between terminals themselves. Another review mentioned that their flight was delayed because only half the luggage had been loaded.
Seats on Jetstar flights are said to be comfortable, but reviews suggest that legroom is limited. One review from a tall passenger noted that their knees touched the back of the seat in front of them. Extra legroom seats can be pre-booked for an additional fee, but these seats have fixed armrests.
Overall, while Jetstar's seating and luggage policies may not be the most generous, thousands of passengers reportedly fly without issue.
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Frequently asked questions
Jetstar Airways is a low-cost airline headquartered in Melbourne, Australia. It has a reputation for being unreliable, with many reports of delayed and cancelled flights. The airline also charges extra fees for food, entertainment, and baggage, which can make it poor value for money. However, some customers have reported positive experiences, with friendly staff and comfortable seats. Overall, while Jetstar is not the worst airline by international standards, there are better options available in Australia.
Some customers have praised Jetstar for its friendly staff, comfortable seats, and smooth flying experiences. The airline also has a modern fleet of aircraft, including Airbus A320, Airbus A321, Airbus A330-200, and Boeing 787-8 planes.
Jetstar has a reputation for delayed and cancelled flights, poor customer service, and a lack of transparency and accountability. The airline also charges extra fees for food, entertainment, and baggage, which can make the overall cost higher than expected. The seats are also said to be cramped, with limited legroom.
In terms of on-time performance, Jetstar ranks relatively low compared to other Australian airlines. For May 2025, Jetstar had an on-time arrival rate of 81.5% and an on-time departure rate of 80.5%, while other airlines such as Virgin Australia and Qantas had higher rates. Jetstar also has a higher cancellation rate compared to its competitors.
