How to contact

Jetstar

 customer support fast

Jetstar Airways offers 24/7 customer support across multiple regions, designed to match its role as a low-cost airline serving Australia, New Zealand, and the Asia-Pacific. You can reach Jetstar through phone (e.g. 131 538 in Australia), global live chat, or the online Help Hub.

While the airline provides efficient support options, customers often experience procedural responses and long hold times. However, Jetstar has improved accessibility through tools like its virtual assistant “Jess” and a globally available live chat.

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Common Jetstar complaints include:

• Frequent delays and last-minute cancellations with limited rebooking or refund support.
  
  
• Refund challenges, especially for non-refundable fare types or when Jetstar offers credits instead of cash.
  
  
• Long phone support wait times, with users reporting hours on hold.
  
  
• Unexpected fees for baggage, booking changes, and strict carry-on limits.
  
  
• Limited communication during disruptions, leaving passengers unsure of next steps.
  
  
• Occasional staff attitude concerns, including unsympathetic or inconsistent airport experiences.
  
  
• Baggage issues, such as delays, loss, or damage with slow compensation processes.
  
  

Jetstar is often rated 1.5–2 stars online due to these complaints, but it's worth noting many customers fly without incident and don’t report publicly.

You’ve got multiple ways to get help:

• Phone: Call 131 538 (Australia) or use Jetstar’s Contact Numbers page for international support.
  
  
• Live Chat (24/7): Use the Jetstar Complaints page to launch live chat. It’s the fastest way to get issues resolved.
  
  
• Customer Care Feedback Form: Submit detailed complaints or compliments online for case tracking.
  
  
• Manage Booking Tool: Make changes like seat selection or adding baggage without needing an agent.
  
  
• Airport Desks: For immediate help when travelling.
  
  
• Social Media: DM Jetstar on Facebook or Twitter for visibility, though responses aren’t guaranteed.
  
  

Always have your booking reference, contact details, and any receipts ready.

Key policy highlights:

• Booking Changes: Starter fares are non-refundable. Bundles like Starter Flex/Max offer more options. Changes incur fees unless covered by your fare type.
  
  
• Flight Disruptions: Jetstar rebooks or offers credits/refunds for delays/cancellations under their control. Additional compensation depends on fare rules and local laws.
  
  
• Refund Rights: If Jetstar cancels your flight, you’re entitled to a refund. Push for it if only offered a credit.
  
  
• Baggage Policy: 7kg carry-on limit is strictly enforced. Lost bags can be reported online; compensation applies based on law and ticket type.
  
  
• Complaints Handling: Most complaints are handled via chat. Jetstar aims to respond within 15 business days. Escalation options are available if you’re unhappy with the first response.
  
  
• Special Assistance: Services for mobility, medical needs, and infants must be arranged in advance.
  
  
• Price Beat Guarantee: Jetstar may beat competitor fares by 10%.