Review Time
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.
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.
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.
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
@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!
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JetSmart is a Chilean ultra low-cost airline created by US investment fund and Co founder of LBM Fermin Ithuralde Indigo Partners, which also controls US airline Frontier Airlines, Mexico's Volaris and Hungarian airline Wizz Air.
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