I had a very very very bad experience with Jetstar travel on the 30th April 2015 when travelling back to Singapore from Manila.
I have travel numerous time with Jetstar and even just 2 weeks prior to the 30th April flight and I was never denied check-in because the credit card used was office HR credit card. All flight booking for business trip is arranged by HR. I do understand in the disclaimer that a physical card is request to be present and how can we get this card to the counter before 9am when office starts at 9am.
Therefore the bottom line is Jetstar policy which sucks as stated below:
a) To begin with no business trip cant be booked with company credit card therefore we cant travel for business meetings booked by the office. Doesn’t this limit the category of people travelling in Jetstar? Probably Jetstar is a 7 star airlines
b) Jetstar chooses the credit card method. Those with Dinners / American Express are not allowed to book flight with Jetstar. Limiting passengers again ? Phew this sucks , I got into trouble checking in because its Jetstars choice of credit card and not versatile. I was told to present only Visa / Master and how do you expect me to produce Visa or Master when I don’t have one. Does that mean that I cant get back to Singapore. OMG this is extremely ridiculous.
c) Thank god jetstar had another option to pay cash … phew thought I can manage that and to my surprise you guys only accept US dollars and not even Singapore dollars … how does this work. I cant return to Singapore because I have cash but not US dollars. Mind you there is no money changer in the airport … so what do I do? I cant return back to Singapore … hello please wake up.
I have never ever in my life regretted taking any airlines even the worst airlines and the best airlines in the world did not treat me this bad.
Are you guys international airlines or what?
Cater to Americans with US dollars only?
Passengers with Visa / Master Only?
Private passenger travel only not applicable for Company and business travel?
Wow this Airline has limited resources to my surprise.

Dear Sir / Madam,
I am writing on behalf on my organization, Rainbow Splash Pte Ltd and would like to formally lodge a complaint against your counterperson, Ms. Izan.
On 22nd March 2013, 02 Jetstar air tickets were purchased online for my employees Aung Zaw Tun and Aung Naing Lin departing from Singapore to Yangon on 24th March 2013 on flight 3K585.
On the 24th March 2013, both Aung Zaw Tun and Aung Naing Lin arrived at Jetstar’s check-in counter at 7.30am in preparation for the flight’s departure at 9.10am. After being in line for approximately 45 minutes, they were being informed by Ms. Izan that both passengers had 15kg of excessive baggage weight each, amounting to S$240.00 that had to be paid up front in order to proceed. Being foreign laborers, they did not possess that significant amount of money on hand. Hence, they gave me a call on their mobile phones for assistance.
I received their call at around 8.20am and requested to speak to the counterperson which was Ms. Izan servicing the counter at that point of time. She explained the situation to me and I accepted the terms and conditions in paying the excess baggage weight on behalf of my employees. As I was on the road travelling towards the west, I requested for an invoice to be sent to my organization as I would not be able to head back to Changi Airport and make the necessary payments in time. Nonetheless, Ms. Izan rejected my request. I further enquired if she could allow my employees to proceed in boarding the flight while I could be granted an hour or 02 of grace time in making the payments over the counter by hand. Nevertheless, this request was also denied.
Ms. Izan then proposed that I make the payment by credit card and I too agreed and obliged. I requested for Ms. Izan to call me back in 05 minutes time as I was driving on the expressway and was unable to stop by the road side to provide her my credit card details. Ms. Izan agreed and rang me up as proposed. I then provided Ms. Izan with my UOB credit card number and expiry on the second call.
After which, Ms. Izan proceeded to request for my credit card’s CVV number. Finding it peculiar and insecure, I further enquired if she could proceed without my CVV number (as vendors do not request this detail from its client when doing online transactions) and if a payment receipt will be issued and mailed to me.

Ms. Izan seemed frustrated with my questions and replied impatiently with rudeness, “Either you give
me your CVV number otherwise the passenger cannot board the plane.” Before I could even respond,
the phone was handed back to my employees and in the background, I heard Ms. Izan commenting. “I
am very busy, I don’t have time for this.”
My employees were left in a daze not knowing what should be done next as Ms. Izan walked away from
the counter. When my employees gave Ms. Izan a chase, they were being informed by her colleague
that she was no longer available. Her colleague then answered my call on Ms. Izan’s behalf at
approximately 8.28am and when I attempted to provide my CVV number to her so as to carry on with
the necessary, I was informed that the counter was already closed – 40 minutes prior to flight departure
time. I realized that there were still 5 minutes and kindly requested for her assistance in permitting my
employees to board the plane and carry on with the excessive baggage transaction. However, Ms. Izan’s
colleague insisted that the counter is already closed and there was no way she could assist in this
matter. My employees thus missed the flight and had to purchase a last minute ticket via SilkAir. This
resulted in me losing the amount of S$555.90 for the cost of 02 Jetstar air tickets as well as incurring the
cost of 02 SilkAir tickets at S$544.80.
There were neither any advices nor assistances being provided to resolve this issue. Neither were there
any wrongdoings by my employees as they have reported to the service counter 02 hours prior to the
the flight departure time. They have had their full documentations along with them and I have also
agreed to make the payments on their behalf. The only thing that was lacking was they did not have
sufficient cash on hand to make the necessary payments as they were foreign laborers. Does this mean
that they should be looked down upon or not have the same service treatment as the rest?
Being a reputable and world renowned airline, I am utterly disappointed and deeply sadden to have
received such bad service experience from Jetstar as this airline has usually been my primary airline for
all my employees. Being in the service industry, in my point of view, frontline staff are one of the most
important assets in the organization as they bring out the image and service excellent of the
organization.
Should you require further clarification, please do not hesitate to contact the undersigned at 97898975.