How to file a complaint and get quick results from Jetstar
How to submit a complaint with Jetstar
Got a problem with Jetstar? The fastest way to lodge a complaint is via Live Chat on their Complaints and Compliments page. This is available 24/7 in English. It’s the go-to method for quick, documented support.
Prefer speaking to someone? Call Jetstar's Australian support line at 13 15 38 (open 24/7). Explain your issue clearly and request it be logged as a formal complaint.
Alternatively, you can use Jetstar’s Customer Feedback form online, or speak to ground staff at the airport to log an issue immediately during travel.
While social media isn’t an official complaint channel, a polite message or post sometimes prompts fast responses.
🧠 Tip: Always have your booking reference, flight date, and any receipts or screenshots ready. You’ll get a case reference number to track the resolution.
Initial Handling:
- Jetstar aims to resolve simple complaints (e.g. booking issues, refund queries) instantly via frontline agents (chat or phone).
If Not Resolved Immediately:
- The complaint is escalated to the Customer Resolutions Team.
- You receive a Case Number and are assigned a Case Manager.
Response Timeframes:
- Follow-up occurs within 7 business days for standard issues.
- May take up to 15 business days for more complex cases.
During the Process:
- Jetstar contacts you via email or phone.
- They provide updates if the issue takes longer than expected.
If You're Unhappy with the Response:
- You can request an internal review of the decision.
Overall Approach:
- Jetstar follows industry complaint resolution guidelines.
- They aim to act fairly and within policy.
Tip: Stay calm, keep things documented, and be persistent. You’ll usually get a fair outcome.
Common complaints against Jetstar
Here’s what passengers often report:
- Flight cancellations & changes – often last-minute with limited alternative options.
- Delays & lack of communication – long waits at airports with poor updates or compensation.
- Baggage issues – delayed, lost, or damaged bags and strict weight limit enforcement.
- Refund difficulties – particularly for cancellations or during the pandemic.
- Poor customer service access – long hold times, slow chat response, no clear escalation.
- Unexpected fees – additional charges for bags, seats, meals, etc. not clearly shown at checkout.
- Inflight experience – complaints about seat comfort or staff service, though less common.
Being a budget airline, these come with the territory, but many are preventable with good customer care.
Got an issue with Jetstar? Send your complaint instantly!
Real Jetstar complaints and how they were resolved
Cancelled Flight & Refund Win:
A customer rejected a travel credit after Jetstar cancelled their flight and pushed for a refund instead. Initially denied, they persisted with a call and got the refund after standing their ground.
Long Refund Delay:
A COVID-era voucher customer waited six months and made over 10 calls before finally getting a refund. Once escalated to a senior agent with proper documentation, Jetstar refunded the full amount.
Lost Baggage Compensation:
A couple lost their bags on a domestic flight. After 21 days, Jetstar offered $2,000. The customers negotiated, presented receipts, and received $2,500, plus a baggage fee refund.
If initial support doesn’t fix your problem:
- Request a supervisor during chat or phone calls (managers have more authority).
- Escalate your case by replying to your Case Manager or emailing Jetstar’s Customer Relations.
- Go external: Lodge a complaint with the Airline Customer Advocate (ACA) after 20+ business days with no solution.
- Regulatory route: Contact ACCC or state-based Fair Trading for unresolved legal issues.
- Go public (carefully): Share your story on social media or consumer forums - Jetstar’s team monitors them.
- Legal action: Rarely needed, but small claims or consumer tribunals are a last resort.
💡 Always stay professional, and document every contact (case numbers, agent names, emails). It makes escalation faster and more credible.
If Jetstar doesn't resolve your complaint internally:
- Airline Customer Advocate (ACA) – your best option for external complaint handling in Australia. It’s free, independent, and Jetstar participates.
- ACCC (accc.gov.au) – report systemic issues (like refusal to refund flights cancelled by the airline).
- State Consumer Affairs/Fair Trading – an alternative path if ACA doesn’t apply.
- ATSB (atsb.gov.au) – for serious aviation safety concerns (not typical service complaints).
- AFCA or OAIC – if your issue relates to Jetstar insurance or data privacy respectively.
🧭 The ACA is the most effective channel for unresolved Jetstar complaints, especially refunds, baggage, or poor service. Many cases get resolved quickly once they step in.
- Jetstar Complaints Page – file your complaint or launch live chat.
- 📞 Phone (AU): 13 15 38 – 24/7 support line.
- 💬 Live Chat: 24/7 via the Complaints page.
- Help Centre – FAQs, baggage info, fee details.
- Airline Customer Advocate – escalate if no resolution within 20 business days.
🔐 Keep screenshots, receipts, and reference numbers to support your case if you need to follow up or escalate.
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