JetSMART Reviews 611

I've never experienced an airline making it so hard for them to take my money - but maybe it is a sign. After multiple attempts online, by chat and even by phone (at the additional cost of $150 charge by my carrier because there's no 'toll free number') I was unsuccessful in confirming my payment by any channel. Now that I've read the reviews, I feel fortunate...

Cancelled our flight after we were through security. Apparently to go back through security unless someone from the airline collected us. No airline presence beyond security. The worst travel experience I have ever had. Avoid at all costs.

Avoid at all cost.
They modified my flight and postponed it by one day without even informing me. Their customer service is odious and you won’t even be able to get a refund.
They call themselves the best low-cost airline in South America, but they’re probably the worst (see the other reviews).
Prefer Flybondi, they are much more reliable and amicable.

Worst airline. Flight from Bogota to Cali delayed 3 hours. No reason given. I paid extra for carry on and they rejected it for being too long. Made me pay to have it checked in. Wouldn't accept the payment already made for the carry on. This airline obviously do not want repeat business. It worked. Live and learn.

We read so many negative reviews of Jetsmart that I spent months worrying over my flight. While I’m sure all of the negative experiences are valid, mine was consistently positive, and if I am rating the airline on what I received for my USD$67 ticket, it’s definitely 5 stars. I booked a flight from Cartagena to Bogota several months in advance and chose the highest level of ticket, basically the “I want it all” package. This included front-row (bulkhead) seat choice, 1 checked bag, 1 large cabin bag, 1 personal item, Zone 1 priority boarding, unlimited ticket changes, and the abilty to print the boarding pass at the airport if desired. Aside from certain times on certain days the website was unresponsive, I had no issues booking the ticket online, paying with my US credit card, managing flight details, viewing flight status, checking in online, and receiving my mobile boarding pass. Announcements at CTG were not made in English, but the display screens at each gate clearly indicated where to go and when. The flight departed on time, was very clean, and although no complimemtary snacks or drinks were provided, this had been made clear at the time of ticketing. To be honest, most of the poor reviews seem to come from travelers who did not properly read rules, restrictions, and policies upon booking. I personally appreciate that the fares start at bare bones “just a random seat and small bag” pricing and then you pay a bit more for each service you add on. Again, I am judging by the standard of having paid $67 for bulkhead seating with perks including a checked bag, hassle-free mobile check-in, and a clean, on-time flight, and based on that Jetsmart receives 5 stars from me.

Absolutely the worse airline you can book in Colombia, the service is very poor, the workers know nothing and do not help in any way, instead they offer a lot of attitude. They do not provide any form of solution, they only tell you all the things that can’t be done. The workers are lazy, don’t know their own policies nor do they communicate with one another. My flight was at 11:45 AM, the whole time while waiting in line to check my bag in not once did they pull passengers for this flight to the side to provide solution. Instead they had us waiting in line 30+ min just to check our bags in all to tell us our flight was cancelled and we would have to take the flight at 6pm. They provided no other solution. Then they mentioned flights at 5pm and 1pm after lying about there being no more flights before 6pm. The gentleman at the desk said if we bought the 1pm flight there was no guarantee that seats would be available and we’d have to wait on standby, even though it was showing that the flight was available for purchase online. After agreeing to take a flight at 5pm, 6+ hours of delay from our original flight, it turned out there were seats available on the 1pm flight but they would not grant us permission to board the flight because they said our luggage was checked in for a later flight and they could not be sent on the later flight. Being well aware that our original flight was at 11am, and there were seats available seats on the 1pm flight, they did not care and did absolutely nothing to try and work with us to get us on a earlier flight. The lady said if we brought in our checked bags instead of checking them in, in the front of the airport they could’ve granted access the plane. Again, not working as a team, not knowing the policy and not doing anything about it to help their passengers on issues that were their faults!! Workers are terrible, airline and service is terrible. Fly Latam or Avianca if you could, prices may be a little more but it’s not worth the poor service provided my Jetsmart. Even Spirit airlines is better

Definitivamente la peor aerolínea que puedes reservar en Colombia, el servicio es muy pobre, los trabajadores no saben nada y no ayudan de ninguna manera, en cambio ofrecen mucha actitud. No proporcionan ningún tipo de solución, solo te dicen todas las cosas que no se pueden hacer. Los trabajadores son perezosos, no conocen sus propias políticas ni se comunican entre sí. Mi vuelo era a las 11:45 a. m., todo el tiempo mientras esperaba en la cola para facturar mi equipaje, ni una sola vez tiraron de los pasajeros de este vuelo a un lado para proporcionar una solución. En cambio, nos tuvieron esperando en la cola durante más de 30 minutos solo para facturar nuestras maletas en total para decirnos que nuestro vuelo fue cancelado y que tendríamos que tomar el vuelo a las 6 p. m. No proporcionaron otra solución. Luego mencionaron los vuelos a las 5 p. m. y a la 1 p. m. después de mentir sobre que no había más vuelos antes de las 6 p. m. El caballero en el mostrador dijo que si comprábamos el vuelo de la 1 p. m. no había garantía de que los asientos estuvieran disponibles y tendríamos que esperar en espera, a pesar de que mostraba que el vuelo estaba disponible para comprar en línea. Después de aceptar tomar un vuelo a las 5 p. m., con más de 6 horas de retraso de nuestro vuelo original, resultó que había asientos disponibles en el vuelo de la 1 p. m., pero no nos otorgaron permiso para abordar el vuelo porque dijeron que nuestro equipaje estaba facturado para un vuelo posterior y que no podían ser enviados en el vuelo posterior. Siendo muy conscientes de que nuestro vuelo original era a las 11 a. m., y había asientos disponibles en el vuelo de la 1 p. m., no les importó y no hicieron absolutamente nada para tratar de trabajar con nosotros para que nos subieran a un vuelo más temprano. La señora dijo que si llevábamos nuestras maletas facturadas en lugar de facturarlas, en la parte delantera del aeropuerto podrían haber concedido el acceso al avión. ¡¡Una vez más, no trabajar en equipo, no conocer la política y no hacer nada al respecto para ayudar a sus pasajeros en problemas que fueron sus culpas!! Los trabajadores son terribles, la aerolínea y el servicio son terribles. Vuela a Latam o Avianca si pudieras, los precios pueden ser un poco más altos, pero no vale la pena el mal servicio que brindó mi Jetsmart. Incluso Spirit Airlines es mejor

Jeysmart is by far the worst company I have ever traveled with. They charge you for absolutely everything imaginable. The staff and crowd were extremely impolite, and to make matters worse, they even split us up when we were traveling together. If you want to sit next to your companion, you have to pay extra.

On top of that, they charge you just for checking in if you don’t do it exactly the way they want. Even before boarding the plane, they made us pay for something as simple as a small shopping bag. It felt like every single step of the trip was another hidden fee.

This company is nothing but a money trap. If you’re thinking about traveling with them—don’t. Save yourself the stress and frustration.

A disgrace of an airline. No concept of customer service / experience. They do everything they can to extract money from you. We paid for 2 passengers under 1 booking. Didnt select our seats as we were happy to sit anywhere, but they sat us 12 rows apart. No other airline does this. So after contesting them at checkin they said we have to pay to select seats. They ignored the fact that we had 2 tickets under 1 booking reference. We had to pay to sit together. At the gate they picked on ppl with large bags and told them to pay money if the bag didnt fit inside the box. They were quite ruthless at this. Even backpacks were scruitinised. Again adamant on extracting money from ppl. We had a 2.5 hour flight from lima to quito. No offering of water or snacks, again had to pay for anything. Latam, a competitor offered water and a snack for free on a 60min domestic flight in Peru. I’ll be avoiding JetSmart indefinately.

I wanted to check in online but they never sent me my boarding pass even after a few trial & seat allocated.
Arriving at Lima Airport they told me that seat was allocated to someone else as I didnt continue the boarding.
Weird! I was allocated after some discussion a random seat.
They are very slow and not professional
Plane feels cramped seats are small moreover if you unluclyly have 2 big ones next to you.
Ive downloaded their app a waste not customer friendly and I can log in anyway.
Do not travel with them there are other low cost ones

I‘ve booked 3 flights with Jetsmart. First two flights were cancelled right away. With the third flight I was rebooked on a totally different flight without any notification. I only noticed it when I checked my boarding ticket after checking in online (which was 10 minutes after booking the flight). I even got a checkin confirmation for the original flight. I ended up cancelling the new flight and requested a refund - so far I‘m still waiting for that. Fortunately I booked not on their own website but via booking.com so they are involved and hopefully will get my money back. In terms of speaking to someone from the airline: I used the online chat several
times. Obviously you have to skip the chatbot by asking to „speak to an agent“ but eventually someone will speak to you. I‘m not sure if I will ever get my refund but I‘m also very sure to never book with this airline again.

The lowest of the lowest, giving them 1 star only because 0 is not possible!
Appalling customer service, especially communication via portal / email is unfriendly and rude at times, no names are provided to be able to escalate, no ownership whatsoever. To be avoided!

I had one of the most frustrating and disappointing experiences with this airline. I purchased a ticket for a specific date and time — only to find out later that the flight I booked did not even exist. Without any prior notice, the airline arbitrarily rescheduled my flight, and I only found out about the change at the airport.

The lack of communication was absolutely unacceptable. No email, no message, no notification — nothing to inform me that my travel plans had been altered. This caused unnecessary stress and disruption, especially considering I had planned everything around the original time.

To make matters worse, the customer service was completely unhelpful. Any attempts to get clear answers or assistance were met with indifference and vague responses. They clearly lack proper systems to support travelers when things go wrong.

Additionally, I had paid in advance for an extra checked bag, yet the baggage allowance was not linked to my reservation until the day before the flight. That’s unacceptable and shows a clear lack of coordination in their operations.

Overall, this airline demonstrates a serious lack of professionalism, reliability, and basic customer care. I strongly advise others to think twice before booking with them — your travel plans deserve better.

Unacceptable behavior – Customers are thoroughly inspected to make sure they don’t have even one gram over the weight limit. It’s all about constantly making money and charging extra for everything. They wanted to charge 100 soles for just 1 kilo over – an absolute joke! On top of that, the staff are constantly on their phones instead of greeting guests, and they are genuinely unfriendly. Truly outrageous.

Worst airline! The overall stress I encountered having to deal with their online check in completely ruined my trip! Do not use this airline if flying within South America but live in the USA. This airline does not have a 1800 or any number in the USA to contact for customer service. I was basically shoved between Cheap O Air and Jet Smart to try to solve my check in issue. When I was finally able to get them to check me in (through IG message) I could not add baggage and instead of paying $16.50 when online check in opened, I was basically forced to pay almost $50 per carry on at the airport! And JetSmart nor Cheap O Air care and say there’s nothing they can and try to blame each other and then basically force you to pay the ridiculous fee at the airport. I organized the trip to Cuzco from Lima, when Jet Smart tried to blame CheapO Air, I explained to them how everyone was able to do the check in through Jet Smart. Little did we know that on the way back the other people in the group would have trouble checking in as well. If a customer is not able to do the check in online, for whatever reason is wrong with their system. The customer should be able to call and speak to a human to add luggage, seats and get checked in without so much ridiculous back and forth!

Don't fly with them. They overbook flights and give seats based on who checks in online first. They make you go to the gate with a written slip and see if anyone doesn't show up and then they put you on the flight. Had a connecting flight and if we missed the flight, would have missed the connection as well and all costs would have been on us (unless they had to put us in a hotel). They were not understanding or willing to prioritise us based on our connection, so was a horrible nerve-wracking experience.

This was the worst customer service experiences that I have ever had. On our flight from LIma to Cusco I was unable to check in online. So I tried to check in at the counter. First of all, the line was extremely long and took over an hour just to check in. Then when we got to the counter, we were told our flight was overbooked and we would have to wait over 9 hours for the next available flight! So, we wasted the first day of our trip in the Lima Airport.

Then for the return flight I was very anxious to check in online early to make sure this didn't happen again. Except this time when I checked in, I noticed that our return flight had been bumped up 6 hours, which would cause us to miss the tour I had booked on our last day. I didn't want to miss that tour or forfeit the money we spent on the tour. I quickly found out that there is absolutely no way to talk to a real person about the problem. Any phone number that I could find was either disconnected, dropped me or it was never possible to talk to anyone. I was directed to WhatsApp. Basically, I went in circles over and over again. So I actually went to the Cusco airport one day early so I could talk to a real person at the ticket counter. Again, I waited in an extremely long line just to talk to someone. Once I did, they were not helpful at all and would not work with me. They were very rude in fact.

I eventually had to buy new tickets on Latam Airways for the original time that I had booked on JetSmart so that we could go on our scheduled tour. I don't plan on coming back to Peru, so I didn't want to miss the tour, even though this was extremely costly (We are a family of five, so I had to buy five new tickets!)

Even though bigger airlines have problems too, their customer service is usually much better than the budget airlines. I will never, ever again in my life buy a ticket from a budget airline. JetSmart is one of the worst.

DO NOT FLY WITH JETSMART – AN AIRLINE THAT MISTREATS AND ABANDONS ITS PASSENGERS

My experience with JetSmart was a complete nightmare, and I feel the need to warn other travelers to avoid this airline at all costs.

I had a very limited vacation, with a tight budget and a carefully planned schedule. JetSmart delayed my outbound flight, and even worse: they moved my return flight one day earlier without any notice by email, message, or phone call.

I only found out by chance when I tried to check in. Upon reviewing the details, I confirmed that they had changed the flight date without informing me through any channel.

And the most outrageous part: it’s practically impossible to get in touch with them. They don’t answer the phone, don’t reply to emails, and there’s no clear way to file a complaint. At the Florianópolis airport, there wasn’t even a customer service desk. There was literally no one to speak to.

Because of this irresponsibility:

I had to urgently buy a new ticket with another airline to avoid losing my final vacation day.

I had already paid for a hotel and rental car for that day and couldn’t just waste it.

I spent a lot of unplanned money, and couldn’t cancel the original flight or request a refund.

And I was given no clear way to file a complaint. You are left completely alone.

It’s outrageous. An airline cannot treat people’s time, money, and mental health like this.
JetSmart shows an unacceptable level of disorganization, neglect, and disrespect that I’ve never experienced with any other airline.

My advice is clear: DO NOT FLY WITH JETSMART. Avoid this mistreatment.

I have booked 5 flights with jetsmart, missed 2 because they dont give any information about changed flights, one flight did not exist, save your money and never fly with them

I flew Jetsmart from Puerto Iguazu to Buenos Aires. I arrived but my bag did not. There was no one to help me. I spoke to the airport, but they said luggage is handled by the airline, but Jetsmart didn't have anyone. It was late, so I waited 4 hours for the counter to open. The employee didn't want to help me. I had to catch another flight. They lost a bag. There's nothing I can do about it. Don't fly Jetsmart unless you're okay with losing your checked bag without compensation.

This truly has to be the worst airline in the world, the level of customer service and poor website mixed with delays to flights is absolutely shocking