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.
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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.