Cons: "This flight was purchased as business/first class and upon checking economy seat tickets were printed. We are NOT happy with the downgrade after American Airlines was more than happy to take our money for the higher class ticket. We would not have booked this flight as a red eye had we known we would have had economy seating. On top of which, the unseat entertainment for the row we were seated in was not working. I am usually quite happy with the American Airlines flights between Boston and LA, however this unexpected downgrade was not only surprising but extremely disappointing."
Cons: "Absolutely hopeless baggage delivery/collection. Almost as long as the flight"
Pros: "The crew was very good! Gave us a lot of snacks. Bathrooms were clean and crew passed out hygiene kits."
Cons: "Need more than 1.5 meals for a 14 hr flight. Plenty of snacks were given."
Pros: "The crew for Qantas is normally pretty damn good. This trip was no exception."
Cons: "The plane had a mechanical issue. The plane had sat on the ground for over 12 hours according to flightaware. They didn’t try to work on the mechanics issue till about an hour or two before boarding. This delay caused a lot of issues for so many passengers trying to make connecting flights."
Pros: "Service, food entertainment and catching up the lost time"
Pros: "The staff are always so friendly, and even though we had to return to the airport due to a plane fault, the airline handled things very well. Loved free wifi"
Cons: "Qantas’ fleet is a bit sad and aged and needs to be a little bit more modern. I don’t think I’d chose to fly qantas if I had the choice... boarding is weird, almost half the plane has “priority” boarding and they board everyone together so there’s honestly no perk to being a premium airline member"
Cons: "Wifi was horrible. Selection of movies was weak."
Pros: "CREW WAS HELPFUL AND OBLIGING."
Cons: "IT WAS AN OVERNIGHT FLIGHT FROM DARWIN TO MELOURNE. THE 'SNACK' OF 2 PORK BOA BUNS AND JUICE/TEA/COFFEE OR AN APPLE AND SOME CRISPS, WAS POOR AND COULD DO WITH SOME IMPROVEMENT. RATHER UNSATISFACTORY."
Pros: "I liked that nothing was a hassle to get to, the staff were amazing and the pilot was well-skilled."
Cons: "My only con was the fact that there were many people around me coughing. That's not your fault though, I understand. But still, it was nasty."
Pros: "The flight is short, it was on time, boarding process was swift."
Cons: "There was one flight attendant with attitude problems but if you ignore her, she would stop it. No big issue."
Pros: "Crew were lovely. Boarding was quick. Flight landed early."
Cons: "Food was average"
Cons: "Had the weather in Wellington cooperated, I would have made it to the AKL-SYD leg and, most likely, would have enjoyed the travel experience. I plan to fly WLG-AKL tomorrow evening via another airline. Please rebook me onto Qantas tomorrow in evening."
Pros: "The service and entertainment provided"
Pros: "Crew a was good - Seat was not so great. I tried to book my seat/boarding pass when you sent through the notice to do so in the morning but at that stage there was only 1 seat available to sit in?? Seamed a little odd to be completely booked out at that stage"
Cons: "Isle Seat"
Pros: "Very smooth, on time boarding. Food quality"
Cons: "The food is served on a tiny tray that only has room for the hot dish. Other items are piled on top. Recipe for items being dropped, getting crumbs everywhere and generally less comfortable eating experirnce. And stop using plastic cutlery!"
Cons: "Baby stroller was sent to baggage claim. I had to walk with small baby and a bunch of bags through all steps instead of using the stroller."
Pros: "Smooth boarding. Left on time. Uneventful flight (good). Arrived ahead of time"
Cons: "Only had overhead video displays, not individual ones in the back of the seat, so no choice of entertainment. No matter, I read a book!"
Pros: "Not a lot to like. Some flight attendants were nice. Others not so much."
Cons: "Filthy toilets at the beginning of the flight. If they were ever cleaned they didn’t get behind the toilet or the walls. The walls stained with something dripping. Paint peeling in toilet. No room at all. I am small and with seat in front pushed back I couldn’t move."
Cons: "Too dark to see to get into my carryon and then lost something out of it but couldn’t see it"
Pros: "Food was delicious and service excellent"
Cons: "Slow customs in Honolulu"
Cons: "Qantas is the source of unlimited frustration for us. We could not check in online, and it wasn't even possible to choose a seat before you got to the airport unless you wanted to pay a premium for it. To make matters worse, there is no transparency in the process; we had no idea what seats they were assigning us, or even whether the three of us would be able to sit together. And when we showed up at the airport, the last leg of my flight had been deleted from my itinerary (but not that of my family members). And guess what? They couldn't do anything about it until I was ready to get on that last flight! The crew were great, but all the behind-the-scenes aspects of Qantas were absolutely horrible. Two days later I'm still reeling from the experience. What a terrible way to treat customers."
Pros: "It got me home in one piece safe and sound, what more can you ask for."
Pros: "Crew fantastic, food was delicious, boarding efficient - but they use a 737 on this leisure route which is a bit arduous for what is a 6+ hour flight."
Cons: "Use of 737 and lacklustre entertainment system compared to A330"
Pros: "Friendly and easy"
Cons: "I found the seat really uncomfortable. My back was hurting well before the end of the flight."
Cons: "Flight delayed no updates in lounge then was rung to ask where i was as bostding closed. Told girl on phone on way bit thete was no flight status on tv in lounge... basically didnt believe me.. rude!!"
Pros: "We sat on the runway for an hour. The pilot communicated frequently about the delay. Efforts were made to connect passengers to their missed connections."
Cons: "Several of the flight attendants were rude. The food was not good. I should have known since the flight attendant serving me had not tried any of the options and couldn't recommend any to me. The plane does not have enough bathrooms for the number of passengers."
Pros: "As before great assist with wheel-chair support"
Pros: "Staff were friendly and filled my water bottle through the night. Seat was comfortable and the movies were good."
Cons: "Boarding was chaotic. I wasn’t offered dessert. No one offered to put the mattress pad on my chair."
Pros: "New business layout is more comfortable comfortable and private."
Pros: "Movie selection was very good"
Cons: "Food was poor. Chicken dish had gelatine type gluggy sauce which seemed not to have thwarted. Chocolate pudding was served almost frozen.....very cold. Breakfast meal not a complimentary selection."
Pros: "I'm not sure the reason I wasn't able to change my food selection on QANTAS, but the site never allowed me. I bought the flight thru Justfly.com"
Cons: "Seat was quite uncomfortable for a long flight. Would be nice if the window arm rest could fold up."
Cons: "Seats very cramped with 6 children sharing seats invarea"
Pros: "I liked the empty seat beside me."
Cons: "No complaints, really. Wish I hadn't slept through the midnight snack. But I was able to sleep! That's a hit!"
Pros: "Crew was trying hard to make customers comfortable"
Cons: "Delay in departure, my seat was next to the “kitchen “, so I didn’t get any sleep due to to constant noise!"
Pros: "It was a smooth uneventful flight. We arrived on time."
Cons: "The distance between the seats has decreased substantially. Reminds me of a Jetstar budget flight. The food being served in cardboard boxes was Aldo a big shock. For the cost of a qantas flight I expected more comfort and better food served"
Pros: "Checking in and boarding was good and reasonably fast. Room available for everyone's hand luggage. Toilets were reasonable. Food in economy was ok."
Cons: "No hot USB port in economy. Inflight information system is old and screen resolution and contrast is not so good. Best to use own headphones."
Pros: "Seat so small , lack of back support and cushioning"
Cons: "Seat is so uncomfortable. For the 6 hr trip need a back adjustment for such a cramped environment. Need review my future travel on Qantas"
Pros: "Short flight . It's ok"
Pros: "Complimentary meals/snacks, socks, toothbrushes, eye masks, blankets and pillows"
Cons: "The wing in the Brisbane terminal had no charging stations and only two toilet stalls in the women's bathroom."
Pros: "It was on time and very good service."
Cons: "No any explanation to delayed about 2 hours that resulted in missing the connected flight for more than 10 hours."
Pros: "The Singapore Qantas lounge is well set up, despite one or two small issues. Boarding was easy after the usual Singapore gate lounge procedures. On board the crew (led by Brigita) could not have been better. I LOVE the 1 -2 - 1 business configuration. Meals and refreshments on board were just great and I enjoyed that the crew didn't disturb me (Emirates are particularly rude in this regard) when it was clear I was sleeping until descent."
Cons: "Qantas, being an Australian airline, I am clueless as to why, in the airline lounge: Australian Sauvignon Blancs are not available (NZ phewee!) Bundaberg Rum (Ozzie icon) is not available. For a major hub, it is also not clear why a separate business lounge doesn't operate."
Pros: "Nice seats."
Cons: "Poor selection of entertainment options. New iPad system cheaper for airline, but offers less than the in built wired system it replaced."
Cons: "Flight was delayed by 30 minutes."
Pros: "Service was pleasant. Entertainment selections were quite nice -- great to have so many movies and music from which to choose."
Cons: "Dinner portions were insufficient -- a tiny box of food, though delicious, left me feeling hungry. Legroom was cramped -- As a 6'2" (188 cm) man, I always have request aisle seating but was given a middle row seat. These should be reserved for shorter passengers only who do not require many ups and downs from their seats during the flight. No one should have to pay to choose a seat ahead of time! Except Qantas, I've never seen an airline charge to choose a regular, non-premium seat. That is ridiculous to charge $30, especially when the airfare was over $1300."
Pros: "Friendly service."
Cons: "Poor food not a proper meal on a 12 hour flight neither outbound nor return. IFE outdated"
Cons: "Lost a bag Charged for bags Made us check in our overhead bags-No quality carrier does that."
Pros: "The seating, streaming movie choice and food exceeded my expectations."
Pros: "Emma on board staff was friendly and professional"
Cons: "I understand planes are late in and late to leave but the QANTAS staff just get worse at communicating and unapologetic."
Pros: "Crew were great and service was polite"
Cons: "Seats are a bit uncomfortable...need more lumbar support and not much leg room but plane was not crowded so it was ok for the four hour flight"
Pros: "Baggage allowance is good and cause of choice this airline but bad staff specially the check in"
Cons: "I hate the ground crew.. with bad behavior and uncooperative- plane no entertainment.. you must used app with your telephone"
Pros: "The booking process was incompetent One could not stand next to ones seat in bus. class. The toilets were poorly designed. Food was poor"
Pros: "The crew was great."
Cons: "Boarding was a little disorganised, the distance between seats is too small, and the food could’ve been better."
Pros: "Crew great. Very grateful for the cuppa"
Cons: "Headrest low for a tall person. Shoulders sort of rested on it. Notconfy"
Cons: "No in flight entertainment. No seat charging. It would have been nice to know this a head of time so we could have prepared (tracing with 3 kids). Right before we took off crew told everyone to down load virgin app, they didn’t specify the entertainment app. So we were not able to watch any movies."
Cons: "Plane was too hot near the end during a holding pattern"
Pros: "Crew was very courteous and we had decent leg room for economy. Flight was on-time unlike Quantas"
Cons: "Food was not appealing but the beverages were great."
Pros: "The crew was SO polite, hospitable, professional the helpful. They were so kind when someone (us!) had a screaming four year old we were trying to calm down. They offered her a hot chocolate.... so kind and helped immensely. We were very impressed and will look to fly internationally with Virgin AU."
Cons: "Airline food is always a bit rough. This was definitely on the 'better' side, but we were travelling with three small children, (ages 4, 5, and 7) and they didn't like any of the options. Luckily we had snack food for them to get through the flight."
Cons: "No I flight entertainment or chargers for phone"
Pros: "Yes excellent!"
Cons: "Everything was great"
Cons: "The flight was delayed to the point where we missed out connecting flight. No reason for the delay given."
Pros: "Very rude. Not professional. Slow service"
Cons: "Should have more knowledge and give effecient service"
Pros: "Food was super tasty and we were well looked after with refreshments"
Cons: "Lost one of our bags on the connecting flight. One of our bags were left at Sydney Airport and didn't get to us until 4 days later. Lucky we had travel insurance."
Pros: "The flight was smooth and we arrived safely and timely."
Cons: "The inflight entertainment was broken."
Pros: "Crew very helpful, friendly, and profession,"
Cons: "I don't like the delay at Boarding and staying so long time at Aircraft before taking off"
Pros: "Leave and Arrived on time"
Pros: "Movie selection was good. Complimentary wine was excellent and plentiful."
Cons: "Seat room was cramped."
Cons: "Flight delayed 1:hour 10 minutes"
Pros: "Boarding was super easy"
Pros: "The service on board was excellent and the flight atendants really nice"
Pros: "Friendly and helpful Stewards. Virgin Australia 1 free checked luggage is great."
Cons: "The queue for the loo was a bit ridiculous. Passengers were lining up in the isle besides our seats instead of waiting in thier seat for a vacancy."
Cons: "I could not check in, my e-ticket was deemed voided. Called BYOJet, could not fix. Got full refund because 100% not my fault."
Pros: "Crew was good, and water was served frequently."
Cons: "Got out late from Sydney and got stuck in a holding pattern in Bali. We had to take a shuttle to and from the plane was was cramped with screaming children. Due to the delay we got stuck at immigration for 50min. We weren’t told about the entertainment until already on the plane when we couldn’t download the app."
Pros: "Virgin are usually one of the most competitive, efficient and pleasant airlines to fly."
Cons: "Plane delayed for over an hour with minimal updates. We finally boarded when we ought to have been arriving. A regular ipdate would have helped managed things at the other end better."
Pros: "My trip was delayed for almost about 6hrs without any notification from you people. That was really bad taking into consideration I paid extra for sms just to be notified in case of any changes or so but you guys failed to do so."
Cons: "Was not notified about the delayed or changes to my trip. You made me paid for a service as mentioned above but was not received"
Cons: "If I could give zero stars or negative star rating , I would!!!! The scale should have a zero as this is the worst airline in the WORLD!!!!!!!"
Pros: "Good entertainment, nice crew. Enjoyed the flight!"
Cons: "Had to board from tarmac up steep ladder carrying luggage in 95 degree heat. No assistance available."
Cons: "No entertainment no food or drinks"
Pros: "23 kg baggage allowance, friendly staff, complementary in-air wifi, Virgin is awesome!!"
Pros: "We checked and booked on line .. Made traveling easy."
Cons: "We booked in South Africa ... And did not realized we had no baggage allowance... It would have been nice if this had been highlighted. Instead we had to fork out 130 dollars.. And we will have to pay another 130 dollars to get our luggage back."
Pros: "Boarding in Sydney was easier than anticipated. Crew were good"
Cons: "Stop off in Darwin? Really? Star Alliance is a bit of a joke-poor coordination between VA and Air NZ. No lounge access given we’re Air NZ elite members"
Pros: "Seats, crew, boarding normal"
Cons: "No entertainment, food or charging port"
Pros: "Food was terrible!"
Cons: "45 minutes queuing for a bag drop is not good enough - plenty of spare check-in desks just not enough staff"
Pros: "Not much to like, price was good, that's the only plus"
Cons: "Food is terrible, no entertainment, no blankets or pillows, simply best described as "basic"."
Cons: "Lack of signposting/ difficulty of obtaining information about location of terminal for departure. Our ticket had us flying Las Vegas to Los Angeles/Los Angeles to Sydney. Information about appropriate terminal/gate in LA was difficult to find and conflicting resulting in long walks and retracing steps. Would probably make me pay extra & fly Qantas again next time where the change of planes is usually streamlined."
Cons: "Received a chewy muesli bar Aussie bikkies wd have been much nicer Thank you"
Pros: "the plane was only half full so we got to take up a whole row for each of my four family members, it was such a treat. we had travelled from bali in the early hours of the morning and spent some time hanging around darwin airport so we were very tired the extra room was very much appreciated. free light meal was also a nice touch and the free entertainment app was a bonus.."
Pros: "Staff were lovely"
Cons: "Morning snacks were frozen and soggy"
Pros: "friendly staff smooth trip"
Cons: "it got abit stuffy the aircon wasnt great but it was a nice flight"
Cons: "Flight was delayed -- a little -- out of LAX -- which is understandable given the construction at LAX. The problem was that althought the gate staff was making announcements....none of us in line -- quite proximate to the gatet could hear the announcements. A better sound system -- or staff that ennunciates more clearly would be helpful!"
Pros: "Nothing that I like specifically or I didn't use.."
Cons: "The food was awful, the chair was extremely uncomfortable, no other entertainment provided. The crew was freindly and good, but the food I just can't.... And the chair seriously is the only thing I hate the most... Got sore neck after the flight ugh"
Pros: "Service from the crew was good, however it would have nice to have been woken & offered lunch."
Cons: "Too many screaming children! Very cold."
Pros: "-really friendly staff -nice new terminal with charging stations -early arrival in Brisbane"
Cons: "-The flight departed slightly late -There were no entertainment options on the plane aside from magazines and books I brought myself despite this being a cross-country flight."
Pros: "the crew inside the plane"
Cons: "the supervisor in Darwin... no empathy, assumed I was lying due to the fact that some idiot in the call centre didn't put something in the history, indicated that I must be dumb since I should know better (BTW I am quoting verbatim) .. WOULD NOT GIVE ME A MANAGERS NAME IN ORDER FOR ME TO SPEAK TO THEM"
Pros: "Nice flight comfortable"
Cons: "Landing was bit uncomfortable but that can be sometimes weather problems"
Pros: "I didn't have a chance to enjoy this flight at all"
Cons: "I didn't like the fact that an air North plane was delayed for 3 hours causing me to miss this flight also I had contacted the airline directly to let them know that there was passengers on the inbound flight and they would not even consider holding the plane even though I booked a private aircraft to get there which cost me $3,000 extra I missed the flight by approximately 10 minutes"
Pros: "Everything went smoothly"
Cons: "The overcharge for baggage being slightly over weight"
Pros: "Seats were comfortable, good pilot."
Cons: "The arrival time was delayed by 2 hours and boarding was 45 minutes late, despite this being the only flight leaving Cairns that night."
Cons: "Not having someone farting the whole time in the plane."
Pros: "Easy check in"
Cons: "Crew didn't come around enough with water"
Pros: "business seats did not reclined ..... if i knew that not buying jetstar"
Pros: "Neat and clean planes , comfortable & on time"
Cons: "Very cold inside the cabin , they make it so , why I don’t understand"
Pros: "On time - early even"
Cons: "Seats are just too cramped Timing is woeful. 2:30am flight to arrive at 6:30am is awful!"
Pros: "We were surprised when we boarded the plane that we were flying with the new dremliner. The boarding was extremely efficient. They provided us with free movie too on board."
Pros: "No food or entertainment, so we just gave an average rating. Should have an N/A option. Everything else from check-in to deplaning was very good."
Cons: "We were surprised by the baggage charge when we checked in. However, we may have missed that when we purchased our tickets online."
Cons: "Ok so. With ticket purchase you only get a carry on bag in economy. To pay for a checked 15kg bag is $68, but only if you pay ahead of time. If you pay at the counter it will cost you $100. The woman at our gate was completely alone, and clearly frustrated by the situation and kept radio-ing for information about where the rest of her crew was. They are flying 787 Dreamliner now and just squeezing as many people as they can on them. I am a 5’10” female and my knees were hitting the seat in front of me. Want to recline your seat? Go ahead, but the bottom of the seat now slides forward as well to compensate for the lack of space. So if you’re tall like myself, you can’t recline your seat because it forces your knees further into the seat in front of you. Lastly, they have this ‘amazing entertainment service’. It’s $8 to watch a movie or play a game of solitaire. Such a scam. Water is the only drink included and the power outlet in my seat didn’t work. They are exactly what they have always been, but dressed up nicer, cheap and crappy airline looking to make as much money as possible. Won’t be flying with them again. For the money I paid to check a bag plus ticket cost, I could have flown a much nicer airline. will do next time!"
Cons: "My main complaint is what others describe, the luggage charge. However, for me it was 100 dollars per bag or an additional 200 dollars. By that time I could not change flights as was traveling with others. What was going to be a modest flight charge turned out to be a hefty one. The flight otherwise was good to excellent."
Pros: "Crew, food and timelines"
Cons: "A metal bar was poking into my back from the seat (17D) - as if the padding had worn away and the seat frame exposed. Tray table had not been cleaned and was covered in crumbs"
Pros: "The seats were comfortable."
Cons: "Our complaint is the flight was over 5 hours long and you could not even get a complimentary glass of water, soda or juice. We found this to be a major out point with regards to service. The other issue was the no free TV. Lastly, I have never in all my flights had to pay such an outrageous fee to pre-check a suitcase. Thank you for listening."
Pros: "Safe airline. Kind staff."
Cons: "We could not check in online and waited over an hour to check in then due to our luggage had to wait in a separate line to pay. We arrived not knowing this is a budget airline and you have to pay for everything. Due to weight restrictions they forced us to check our carryon luggage for $100 AUD per item. They said their website tells you of this fee but 3rd party sites, such as Kayak, does NOT upon booking. We were very frustrated to be paying such a large fee to check our carry on luggage. Kayak should tell you about these hidden fees upon booking as the fees were in the fine print AFTER booking and we simply did not read the fine print. Very disappointed in the lack of communication from Kayak. Entertainment cost an additional $10 and their choices were limited, food and drinks also cost $ on the plane."
Pros: "Great aircraft! Love the 787, particularly in-flight power. Wifi would have been nice."
Cons: "2 hour line to check in, even with no baggage! Went from first to final boarding call over loudspeaker in <10 mins, so I had to run suddenly across the airport"
Cons: "Didn’t know it was $100 to check a bag. And you have to pay for water even on a 5 hour flight. That’s absurd."
Pros: "Decent leg room for a 6ft person. More than most US flights"
Cons: "Zero entertainment"
Pros: "Getting off at the other end (eventually)"
Cons: "Where do we start....didn't realise you have to pay extra for a bag when traveling overseas so spent just on $300 before even getting the boarding pass. One hour late leaving Perth, no apology or explanation provided. They wouldn't take exact money for a Solo, only credit card. Knees planted uncomfortably in the seat in front for the entire trip. Didn't hand out immigration cards claiming they'd run out.."
Pros: "Nothing it was all bad."
Cons: "The first flight in the morning should not be delayed. There was no warning and apparently this is information the gate withheld from all the passengers. If the flight is an hour later then advertise that time! I missed a boat and had to pay an extra day for a hotel. We asked several flight attendants if we could disembark before everyone, and they all said they'd help us and then we never saw them again."
Cons: "Inhave to pay a extra bill for my luggage. In the web they didn’t mention that condition. Its not clear."
Pros: "Hot chocolate was good, and toasty was large. Crew was good."
Cons: "Plane could have been cleaner"
Pros: "Boarding was fast and easy."
Cons: "Delayed for 2 hours."
Pros: "Fix the food menu!!!"
Cons: "Fix the food menu!!!"
Pros: "Air conditioning comfortable"
Cons: "Will not travel again on jetstar as seating is very uncomfortable..not good for aussies probably suitable for asians who have shorter legs."
Pros: "Quick boarding and takeoff and arrival"
Cons: "Seats are very uncomfortable and it's a very bad time to have to fly"
Pros: "Although the AirPort was struggling with an electricity problem, the waiting didn't take that long. They only had 2 people working with tablets instead of the computers with scanners. So i commend them on still getting everyone done so fast! The plane ride was just basic,"
Cons: "I couldn't recline my seat, probably due to the fact I was located at the emergency exit of the wing. So sleeping was soooo uncomfortable."
Pros: "Nice crew"
Cons: "The plane was freezing, and there were no TVs for entertainment or blankets to help mitigate the cold"
Pros: "Everything except bag claim process"
Cons: "Baggage claim very slow"
Pros: "Swift check in and boarding and exit."
Cons: "Terrible seating. I'm 6ft 1 and I felt cramped and couldn't get comfortable. I was constantly kicking the person in front of me in the back and under the seat."
Cons: "Terrible customer service, terrible checkin agent, terrible seats, no entertainment"
Cons: "Seats did not recline. Only water provided. It's the greyhound of flights"
Cons: "Jetstar is the worst airline around. Its absolutely ridiculous that they charge you 10X more for checked luggage at airport check-in. When I booked my flight 5 months in advance, I didn't see the option of buying luggage (and also didn't think it mattered at the time because normal airlines like Delta, United, etc. charge the same rate no matter when you decide). Thank goodness I knew to buy luggage before getting to the airport but was still charge $60 AUD (when it would have only been $35 if I did it when I originally booked). And it would have been over $150 if I waited for the airport. WHO THE F CARES WHEN I DECIDE TO CHECK A BAG??? YOU STILL HAVE TO GO TO THE COUNTER NO MATTER WHAT. Jetstar is such a low class airline. Then they wanted to weigh my carry-on which was 9kilo (2k over the limit)... full of all camera gear. The guy literally started yelling at me, made me feel so uncomfortable, and my eyes began to water. He was screaming to another woman in front of everyone that I was WAY over the weight limit and was to be charged $210. He was extremely aggressive. (This was a moment I wish I would have whipped out my phone and took a video... would have gone viral). The woman wasn't any better either. At first she was really aggressive and I hadn't said a word. I just watched them react as if I brought a weapon. She raised her voice at me yelling about the stupid luggage being too heavy.... and at that point I told her that she needed to lower her voice and talk to me like a human (let alone a customer). At that point she did realize that she was being ridiculous and lowered her voice (I might even give her the benefit of the doubt and say the guy may have rattled her). I explained to her that I was carrying expensive camera gear and batteries (which you cannot put in checked luggage) and that I'd be happy to put it in the checked bag (especially since I had extra kilos that I hadn't used). She said I would need to sign a waiver exempting them from being responsible if anything was stolen from my bag. I politely said absolutely not. If you cannot get my luggage to my destination safely then I would happily not get on the plane and walk over to the Air New Zealand desk and buy a ticket. At that point she looked me up and saw how much I flew with them and then decided to let me on the plane. Which mind you, the plane was 75% EMPTY. After all that. Geez. Never again Jetstar. Never again."
Pros: "Few crew members who went out of their way to ease our frustration"
Cons: "Surprise expenses Most people who buy directly through the Jetstar website add baggage allowance. You don't get this option when buying on Kayak. Poor connection and wait time The long layover was annoying, and proved costly, too. You need to buy a Visa in Australia if your layover is longer than 8 hours. Kayak doesn't warn you about this, and so you have to collect your baggage, go through customs, and buy a Visa. In sum, Kayak shouldn't allow you to purchasing strings-attached tickets from this airline."
Pros: "On time"
Cons: "Baggage policy needs to change. 7 kg limit on carryon combined bag and hand bag. I carried a very small suitcase, 10 kg, this cost an extra 100 dollars return!. Chose another airline. Aircraft was filthy, they could do so much better."
Cons: "The flight was 1 1/2 hours late. We didn't know we needed to pay for luggage. The allowance was also much less than on other airlines- traveling for 2 months made this a real surprise and made us shuffle things around at the counter. Awkward and we were able to carry the extra on so what was the point of the inconvenience. Kayak should have provided option to purchase at time of booking. Not even water included in flight."
Pros: "Plane was spacious"
Cons: "Carry on weight limit of ~10lbs and if more then it costs $25 a lb... really? No food included whatsoever, not even coffee or tea. After making me check my carry-on for being too heavy, they lost it. Now I am in Bali with no clothes except the ones on my back."
Cons: "Surcharge up to $160 if exceeding 7kg of all your carry on bags (including personal item). Rude employees relating this info to me and my husband."
Pros: "Great service, very professional. Great price and value."
Cons: "Kayak did not adequately disclose that if we did not purchase our baggage in advance, we would be subject to the worst airline heist I have ever seen. We were informed that to check our standard suitcases at the airport it would cost $120 USD per bag. So much for low cost travels! This should be illegal and Kayak should bear some responsibility. The bag cost almost as much as the flight. Being held hostage at the airport, we had no option but to cough up the $240...absolutely shocking policy...a miracle this airline hasn't been shut down for such outlandish and outrageous tactics. Don't patronize these thieves! Can't get beyond this to review any positives."
Cons: "Got to the desk at 9:03pm to check in for a international flight departing at 9:45 at an empty airport only to be turned away and told we had to check in 45min before flight (not stated in confirmation email) so 3 min late and they wouldn't let us check in, and no refunds and zero willingness to help, the ticket gate people only wanted to go home since that was the last flight of the day. So again I say VERY POOR SERVICE!! Jet Star sucks big Harry ones!!"
Pros: "I chose Jetstar for their price and the timing of flight. Living in Canada I was not familiar with the airline."
Cons: "At check-in we were forced to pay an extra $50. to check our carryon bags as there is a ridiculous 7kg limit for an international flight. Really?! This limit should be made clear before booking, next to the flight fee. Then we watched as people entered the plane with carryon that was clearly too big and heavy to be within the limit. They had obviously checked in on-line to avoid the fees. A lesson that encourages dishonesty. Really?! Then Jetstar wanted $4. for a cup of coffee in-flight. Really! And there is no alternative, other than going without, as no drinks can be brought on board given that security check is right at the gate. Crew were friendly and professional at all times and I felt sorry for them as they are the front-line for these ridiculous policies."
Pros: "Comfortable seats,timeliness"
Cons: "Very upset about the over $400.00 charge for our two carry on luggage that were both only a little over 20 k. That was more than what we paid for the flight. I feel that Jet Star gouged us! We've never paid that much for chacked luggage! Never offered water, oh you could pay $4.00 for a cup of cola."
Pros: "Not as cramped as I thought it would be."
Cons: "They served some people food prior to anyone else that somehow ordered in advance, I had to ask for food and then dig through a menu that was hidden in the seat in front of me and the food that was offered was different than the other people."
Pros: "The tickets were cheap, but that's about all that was enticing about this trip, which doesn't say much since we had to pay for everything else."
Cons: "This was the worst budget airline I have ever flown with. We had to pay if we wanted to chose our seats, and then they didn't even give us the seats we paid for! We had to pay for all baggage. We had to pay for food and drinks on a 6+ hour flight. We had to pay for entertainment. And they were terrible about getting our bags out in a timely fashion."
Cons: "The woman at the check-in desk was rude and seemed to delight in the fact that she could charge me a LOT of money for my checked bag. (I thought I had reserved a baggage allowance online but apparently hadn't. Instead of at least trying to seem like she was sorry to have to charge me such an exorbitant fee, she was smirking the whole time, as though she was getting some sort of commission on it.) Everything else was more or less standard for a budget airline. My experience with the woman at the check-in desk, and the ridiculous size of the fee--more than I paid for my ticket--have ensured that I will never fly Jetstar again."
Pros: "Speed and efficiency."
Cons: "Quality of food available for purchase on board."
Pros: "Amenity pack and entertainment were good. More movies to offer would have made the entertainment even better."
Cons: "We flew business class and it didn't feel too much like a business class experience. Welcome drinks were a nice touch but from there the service was not very attentive, we had to ask for empty glasses and plates to be cleared after they sat with us for over an hour. The meal was not great - pretty lack luster. No priority bag tags and our bags took over an hour to come out the other end."
Pros: "The whole experience was good. It's better than most budget airlines"
Cons: "The movie selection wasn't geared to someone like me. I paid for the entertainment pack but ended up watching reruns of TVs shows I'd already seen."
Pros: "Competitive price"
Cons: "Cramped and minimal service"