JetSMART Reviews 611

On February 13th, I faced an unacceptable situation at the Florianópolis International Airport (FLN) with JetSMART (Flight JA3823). Despite arriving 3.5 hours before departure, the front desk agents were completely overwhelmed and refused to process my check-in.
​They spent hours "passing the buck"—the agents told me to call Customer Service, while Customer Service insisted that only the staff at the Florianópolis counter could resolve the issue. Even with one full hour left before the flight, and after I had been waiting in front of them for hours, they flatly refused to help and claimed I could no longer board.
​To make matters worse, they categorically denied my requests to speak with a supervisor or manager. Their laziness and refusal to take responsibility for their own slow processing left me stranded. This is the most unprofessional staff I have ever encountered at any airport.

JetSmart has the worst website out of any business I’ve ever experienced. You’d think for a company that operates airplanes, they’d have budget for a website that actually works, but I guess not. Purchasing a ticket through their website is impossible, checking in through their website is impossible, adding luggage on their website is impossible, doing anything on their website is impossible. Super disappointing, complete waste of time navigating anything on their site. Please hire someone to fix this, I’m begging you.

I rarely leave negative reviews, but this experience deserves to be documented clearly so other travelers can make informed decisions.

JetSMART’s official website was non-functional for basic tasks. Online check-in failed repeatedly, and purchasing baggage allowance was impossible despite trying three different cards on three different devices. There is no live customer service chat, and none of my emails or calls were answered. This left me with no practical way to resolve issues in advance.

At the airport check-in counter in Medellín, I checked one suitcase and was explicitly told that my hand luggage complied with cabin size requirements. At the boarding gate, however, I was stopped and charged 120 USD for that exact same bag. I do not speak Spanish fluently, and when I attempted to communicate via a translation app, staff refused to engage with it. The only message communicated to me was: ‘Paga o no subes al vuelo’
There was no explanation, no reference to policy, and no attempt at clarification.

I have no issue paying for luggage when policies are transparent and applied consistently. In fact, I actively tried to pay online and paid for one bag at the counter. The fact that I was then sent to the gate with the other bag — only to be charged the maximum fee — suggests either a serious breakdown in internal procedures or an exploitative process that disadvantages passengers who cannot speak the local language.

At the boarding gate, there were multiple staff members present, yet none attempted to assist or communicate beyond requesting payment. The complete absence of customer-oriented communication made the situation feel dehumanizing and intimidating, especially for an international passenger.

The flight itself was approximately six hours. The lavatories were not replenished during the flight, and no water or snacks were included; everything had to be purchased. While I understand this is a low-cost carrier, basic hygiene standards and access to water on long flights should not be optional.

I only booked this flight due to an emergency and because it was the only direct option available. Under normal circumstances, I would choose longer connections with other airlines over repeating this experience.

This was not simply an inconvenience — it was a combination of technical failure, inconsistent enforcement of rules, and a complete lack of customer support. I would strongly caution other travelers before booking with JetSMART.

@JetSMART changed our flight, made our connection impossible, then FORCED a gift card instead of refund. 86 days later, still no real refund. This is ILLEGAL under passenger rights. Booking GYSUKQ, Case 9837809. #PassengerRights

This is by far and away the worst airline I've ever had to deal with in my life. Their website does not work unless you are in the country from which you are flying , so you have to download a VPN to then make anything work, then they reject perfectly valid payment methods time and time again, it took me over an hour to successfully book one flight, then they change your flight without telling you and route you via some insane routing, then when you try to apply for a refund they say "no problem!" But guess what, website doesn't work again, then when you message them to get a refund they ask for ridiculous amounts of information which you cannot provide and close the case - I'm making a chargeback through my credit card as there's no other option left with these absolute crooks!

Absolutely criminal Organisation. Stay away.

After spending a fair bit of time selecting my flight etc., I was unable to conclude the purchase on their website because it was broken at every turn. I tried different browsers and deleting the cookies etc. Nothing worked. I ended up buying a ticket with Avianca. It was more expensive, but I don't care. JetSmart's website was just too frustrating. Also, if you can't build a website, how can you fly a plane? Stay away!

Very disappointing experience with JetSMART.
I showed up at the airport with a valid ticket and was denied boarding due to a visa requirement for Canadian citizens, with no clear warning during the booking process. The issue was only flagged at the check-in counter, when it was already too late to change the flight.
The ticket was never used, the entire trip had to be cancelled, and my wife, who was travelling with me, was also forced to cancel. Despite this, JetSMART refused to offer any reasonable solution such as a rebooking or flight credit.
Rigid policies, poor customer service, and zero flexibility. I do not recommend this airline for international travel.

This is the worst experience I have ever had in more than 30 years of frequently flying. I flew from Johannesburg with TAAG to Kinshasa through Luanda. On arrival in Kinshasa my checked luggage and those of all passengers did not arrive. The claim section providing appalling service

Avoid. Avoid. Avoid. They cancelled my flight Lima-Cusco a few hours before departure, for No reason, No explanation, they only offered an alternative for the day after, completely unacceptable as I had a tour starting. If you don't accept their alternative and don't show up, the return ticket will not be valid, so had to cancel everything and rebook with SKY last minute, which costed me double the amount. Obviously guess what? They refused to pay any difference I had to pay because of their cancellation. What's even worst is that they did have available flights on the same day, but for some nonsense reason they allocated us to the next day and said we were supposed to pay a lot to take another flight on the same day, which I refused to do. Zero faith in this company so better to fly with SKY or LATAM. Customer service is horrendous, rude and with no empathy at all. Really such an horrific experience, worst of my life

I am ashamed that i chose Jetsmart. Be smart and fly with LATAM. With hidden costs Jetsmart costs way more than a proper airline. Avoid at all costs.

I have traveled frequently my entire life and have never experienced such poor management and lack of clarity as with JetSMART. Since July, my interactions with this airline have been a continuous series of administrative errors, inconsistent information, and a complete lack of follow-up.

Below are the facts, presented objectively and chronologically:
1. JetSMART charged me VAT even though I am not a Colombian citizen and the charge was not applicable.
2. When contacting customer service via chat, I was told that I “should have checked before purchasing the ticket,” with no solution offered.
3. The refund of the full ticket amount took approximately three months to be processed.
4. In November, when attempting to purchase a new promotional ticket, VAT was again incorrectly applied.
5. I waited 45 minutes for customer service via chat. During this time, the promotional fare expired.
6. As a direct result, I had to purchase the same flight at four times the original price.
7. I asked whether any compensation or alternative was available due to losing the fare because of their delay. The answer was no.
8. I paid for the service to travel with my pet, yet received no clear, direct, or proactive information regarding the required documentation.
9. At the airport, staff attempted to charge me COP 20,000 for check-in, claiming online check-in was not possible due to traveling with a pet, despite the fact that I had already paid COP 60,000 in advance.
10. At that moment, I was informed that I could not board because my pet’s health certificate had expired, implicitly placing responsibility on me for not having searched sufficiently through their website, despite having paid for the service and receiving no prior clear communication from the airline.
11. As a direct consequence of this lack of information—and under the assumption that passengers must independently research undisclosed requirements—I was forced to find a 24/7 emergency veterinarian on a Saturday night, incurring significant and unexpected costs.
12. JetSMART offered to change my flight to the following day, charging COP 200,000, even though the situation resulted from their own failure to provide information.
13. At payment, the amount increased to COP 210,000. When I asked for an explanation, I was told “this was always the fare” and that I had “misunderstood.”

On December 16, I finally reached a representative via WhatsApp, who created two formal cases:
1. One to request the VAT refund, which could not be processed online,
2. Another ticket to formally submit this entire complaint.

The confirmation email stated a 72-hour resolution timeframe.
As of December 22, I have received no response whatsoever.

This failure to respect stated timelines further demonstrates a serious lack of consideration for customers and a level of internal mismanagement that is difficult to justify.

Conclusion : I have worked for years in customer service and communications. Based on this experience, I do not recommend JetSMART under any circumstances. The lack of transparency, systematic transfer of responsibility to the passenger, and costs generated by the airline’s own failures make it an unreliable choice.

I am sharing this review publicly so other travelers can make informed decisions.

By a long long way the worst Airline ever! Do not fly with this company you will regret it! Take another flight with another company really, I did not believe it eader.
They charge for absolutely everthing like printing boarding pass and checkin. And the worst is there website! It is barely impossible to book the flight, pay and the worst check in. As if they want it bad because then they want to charge you for checkin at the airport, as online checkin does not work!

My review is for JetSmart within Argentina.

Read the review consensus and avoid if at all possible. Go for the more reliable (if more expensive) Aerolineas Argentinas.

As for JetSmart, they overbook flights and this is a common occurrence for regional flights into Buenos Aires. They don’t do online check in. So unless you arrive at the airport many, many hours early (or just get lucky) then you’re taking a real chance even being able to catch your flight. Flights heading out of BA demand is lower and less severe.

Maybe Argentinians just accept this as the norm, but it’s obviously poor and their review rating speaks for itself.

embarrassing, fly with avianca!!!

This i pure shit. I tried to add handluggage but could not pay with any card or link. I tried 4! different cards from 3 countries in two different ways and nothing worked!!!!!
Half my day is gone and still have the same problem. Tomorrow I will go to the airport and hope for the best.

Online check-in is a joke, it does not work. Then, when you check-in at the airport they charge you around 5usd for not having a boarding pass. If you're very lucky your plane will leave on time. Only positive remark : it didn't crash.

It is one of the worst airline i have travelled ever, Their main priority is how ton charge extra money from customers. for me it happened.

Never had a bad experience with a company these people customer service not only rude but sound like robots here hoping AI to take over their operations. They make you Pay for seating they deliberately sit families in separate seats throughout the plane.