Jetstar Airways
Refusal of Check In

First and last time we will fly with JetStar.

My name is Despina and this is my Jetstar story:

As my husband and I were checking in to a flight from Sydney to Hawaii (after waiting in the line for 2 hours, and having been on a delayed flight from Melbourne to Sydney - which they also don't connect flights!!) I was told by the lady at the counter that my visa application did not match with my passport number. In normal circumstances, an airline would check you in and then advise you to re-do the application which only takes 15 minutes online.

But in Jetstar's case, we were told they could not check us in unless we re-applied. The second application went through within 20 minutes, and we made our way back to the counter. At this point we we're then told we could not get checked in because the flight had closed! So after being short staffed and allowing us to wait in a line for 2 hours, then refusing us check in for an issue that was resolved within 20 minutes, we were told we could not board!!

I'm currently 5 months pregnant and they were unwilling to assist us. My husband and I were even happy to board the plane and have them send our luggage the next day. They still refused this.

Their response was that they had already delayed check in by half an hour because the queue was so long (not our issue - and there was multiple flights boarding at the same time) and they had already closed the flight while the advised us to re-apply for the visa!! I was extremely disappointed with this response. The flight had another half hour to departure and they were very unhelpful. They then just booked us onto the next flight out to Hawaii on the Monday night (two days later) and advised us we would need to organise our own accomodation.

They have proven themselves to be disorganised, delayed, lacking any sort of customer service and at times downright rude!

Company: Jetstar Airways
Country: Australia
State: Victoria

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