JetSMART Reviews 

Booked a group flight bogota santa marta. V5PM5F.RC7G8A. When cheking on line I've paid for 3 luggages. At the desk the agent did not found the transaction made few hours before. I was charge again for the luggage at the boarding gate.The checking agent promese to refund the first transaction. Both of the transaction were charge and it is imposible to get hold on to this airline help desk. Also scheduled flights were change by the airline a day before without taking into cosideration that a big group of 10 people had made arrangements for tansport and arrival in Bogota that all had to be change and cost extra money

Scam airline. After purchasing the ticket, they changed outbound airport and flight time on the way back (arriving th airport 12AM Christmas Day). No customer service whatsoever, no phone operators, you're on your own. Purchased a full price ticket so I could get a refund, but I only received one as a future flight credit as if I would purchase anything from them. Stay away if you want to start your vacation on the right foot.

I want to lay out the facts of our experience so other travelers can judge for themselves.

In March 2026 we bought six tickets, across two bookings, on JetSMART's direct flight JA3796 from Asuncion to Rio de Janeiro for August 17, 2026. It was to be our family's first flight with this airline.

JetSMART cancelled that flight and rebooked all six of us onto a connecting itinerary through Buenos Aires: departing about seven hours later, an overnight layover of more than ten hours with an aircraft change, and arrival in Rio about twenty hours after our original arrival time. We were never notified. We found the change ourselves. I searched my entire mailbox, including spam: no cancellation notice, nothing. Flight tracking sites show the direct route stopped operating at the end of May.

We tried to resolve it through every channel they have. Their change tool refuses connecting itineraries. Their refund tool offered 40.80 dollars per passenger against fares of 92 to 172 dollars. Their withdrawal tool said we did not meet the conditions. Five phone calls to two different numbers each ended in a recording promising a WhatsApp callback that never came. A written demand sent to ten JetSMART email addresses got exactly one human reply, which redirected us back to the same phone lines.

Then, on August 5, JetSMART finally emailed us three options, one of which was a full refund to the original payment method. I selected the card refund on both bookings. Their system confirmed it on screen and by email, in writing: "Your refund will be made to the original means of payment." Thirty nine minutes later they sent a different email saying they had refunded us with a gift card instead. The gift card's own terms say it is not redeemable in money and expires in one year. Requesting the refund also deleted our bookings, as their email warned it would. So we ended up with no tickets, no money back, and a voucher for an airline we will never fly.

I rejected the gift cards in writing the same evening and asked for the refund they had confirmed. That email has now gone unanswered for more than three weeks. We are pursuing the refunds through our card issuer and consumer protection authorities.

Every sentence above is documented: their own emails, their confirmation pages, their gift card terms, phone records, and public flight data. Book with this airline only if you are comfortable with how they handled ours.

Worst company in South America. Frequent delays and no communication or assistance whatsoever.

Their "customer service" is positively sadistic. They seem to derive profound pleasure from making sure they waste as much of your time as possible while not even attempting to solve problems that they themselves caused, such as dysfunctional payment systems or wrong passenger data.

I purchased four tickets from Bariloche to Buenos Aires for August 8 on the 1:40 PM flight because I am traveling with two young children, and this departure time was the most suitable for my family.

Last Thursday, I received an email informing me that my flight had been changed to 10:13 PM. This new departure time is simply not feasible for us, especially with two small children.

That same day, I completed the online form requesting a free flight change, as stated in your policy, to the 4:15 PM flight. On Monday, I received a response saying that no seats were available. However, when I checked on Skyscanner, the flight was still being sold and appeared to have seats available, which makes this explanation very difficult to understand.

I then requested to be rebooked on the 11:20 AM flight instead, but as of today, August 5, I have still not received any response.

I have also tried contacting your customer service by phone several times. Each time, I was told that I would receive a WhatsApp message, but no message was ever sent. When I try to contact you through WhatsApp, I can only reach the chatbot and have no way to speak with a human representative.

This level of customer service is extremely disappointing, especially considering that my travel date is approaching and I am traveling with two young children.

I urgently need a response and confirmation that my family will be rebooked on a daytime flight on August 8, preferably the 11:20 AM flight or, if available, the 4:15 PM flight that I originally requested.

I would appreciate your immediate attention to this matter and look forward to your prompt response.

I bought the most expensive “fully refundable” ticket and they won’t refund it. The process is made to be impossible to get it. Firstly the application form on their site doesn’t accept my bank account number. Then they do not reply via support email. Just another scam. Should check reviews first(

The worst airline in relation to customer service. I lost my flight due to a change that Jetsmart implemented in changing regular hours to military time without letting the public know. I purchased 3 tickets for 3 adults. It said 04:00 departure from Bogota to Cartagena. We interpreted it as 4:00 pm. Obviously we were late and missed the flight. It was another available flight that afternoon; however, they didn't want to accommodate us. We had to go to a hotel and come back the following day. As a consequence of that, we were charged $630,000 in Colombian pesos, equivalent to $180. I tried to communicate with them several times to get a promised refund of 20% of those $630,000, which is approx. $126,000 in Colombian pesos, or about $37. They basically stole that money because I tried in many ways to retrieve it, and nothing ever happened.
Another terrible event took place flying from Cartagena to Medellin, Colombia. They didn't accept our driver licenses as identification. They wanted to see our passports instead. We didn't have them because they were left at home. Passports are only used to travel internationally, not for local or domestic traveling. We were recommended by the Aeronautica Civil of Cartagena to file for lost or stolen passports. Only in this way we were able to travel to Medellin.

Even though this airline is a cheaper option, it is not NEARLY worth the money. They lost my bag after taking it out of the overhead compartment and putting it under the plane “because there wasn’t enough space.” Somehow, there was miraculously enough space after that, for them to go around the whole cabin and put 5 more backpacks that people were keeping with them into the overhead compartments that were “previously too full.” This actually caused us to miss our connecting flight. Worst flying experience to date, to be honest.

Terrible experience with this very low end airline. Absolutely no interest in customer service. Be careful, they are very agressive in charging fees for luggage or anything possible. Avoid this airline.

My daughter booked JetSmart as a connecting flight from Mendoza to Dallas. For starters JetSmart changed the flight departure time three times. These time changes caused her to make different lodging arrangements while staying in Buenos Aires awaiting her American Airlines flight to Dallas.
While she arrived at the JetSmart ticket counter in Mendoza to check in her luggage, the JetSmart associate inspected all of her luggage. Like ... all of it! Like... yes all of it, the all of it part includes even her underwear. Like, really?
The associate prohibited her to bring in her checked luggage 3 small bottles of olive oil that she had purchased to bring as gifts. According to the associate "the olive oil is highly inflammable, consequently is not allowed in checked luggage " ~ JetSmart states on their website that olive oil is allowed in checked luggage as long as the quantity is within the airline limit and the products are properly sealed and packed. ~
These small bottles were.
My daughter was forced to remove the bottles from her checked luggage and place them in her
carry on.
You do not need to be a seasoned traveler to figure it out how all went down hill from here... Long story short once she reached security she was asked to discard the olive oil.
Fellow travelers, let this review alongside with the other 1,515 ONE star reviews on Trip Advisor serve as a cautionary tale: if you are even considering flying JetSmart ... please DO NOT!
Avoid JetSmart at all cost.
Incompetence as its best and complete disregard for customer service.

I always fly with the same bag because it fits under the seat in front of me and I don't like putting my things in the overhead compartment. I was tapped when in line to get my bag scanned for size and weight, and it said my bag was too large to go under the seat. There was no way to make my bag smaller because those were the dimensions of my bag, so I had to pay $45000 CLP (roughly 50 USD) to board the plane with my bag. Guess what... it fit perfectly under the seat in front of me. That bag scanner and bag fee are just another cash grab from their clientele sprung on them when in line to board the flight. What a scam. I will never, NEVER fly JetSmart again.

I have flown with JetSMART several times, and unfortunately, every single trip has involved problems—not only with baggage, but also with flight cancellations and major schedule changes. This is now the third time I’ve had to deal with these recurring issues, and it’s beyond frustrating.

The website is unreliable and often doesn’t work properly. I couldn’t even access my reservation to add baggage, forcing me to contact customer service instead.

The biggest problem is that the customer service representatives are not properly trained. Every agent gave me a different answer. One told me they could only add baggage for one segment, another said my reservation had to be handled by a different department, and no one could explain the correct process. As a customer, I shouldn’t have to spend hours calling, emailing, and guessing how to add a checked bag.

On top of that, my flights have been canceled or modified with significant time changes, creating even more inconvenience and uncertainty. It feels like there is no consistency or reliability in their service.

I specifically purchased my itinerary through American Airlines to avoid this kind of hassle, yet because the first flight is operated by JetSMART, I’ve been sent back and forth between both airlines without anyone taking responsibility.

This experience has been incredibly stressful, especially with an international trip approaching. JetSMART needs to improve its website, better train its customer service staff, and provide clear procedures for passengers traveling on partner airline itineraries.

I sincerely hope I never have to fly with JetSMART again.

I booked a flight with JetSmart through GoToGate. I received no check-in details beforehand from either JetSmart or GoToGate. When I got to the airport I was fined by JetSmart for not having checked in online beforehand. I had no opportunity to do that.

I have since contacted JetSmart, who said I had to take it up with GoToGate.

I contacted GoToGate, who said I had to take it up with JetSmart.

Very shoddy behaviour from both companies.

I have never experienced an airline so bad in my life. No app, no way to check in for your flight because their website takes you in circles with errors on every page, did not feel safe at all on this airline once on board. Booked through American Airlines and this is their “partner” for South America domestic flights. American Airlines needs to reevaluate this partnership or demand they get their business in order. I will actually avoid American Airlines for future trips to South America because of Jetsmart.

They do not accept baggages policies from Expedia and others !!! They will charge you extra for onboard check bag , even IF you already paid for !!! They are so arrogant saying to your face " u pay what we want or u DON'T FLY ...AVOID AVOID AVOID

I am going to describe a case of an unacceptable and terrible customer support service that I haven't really seen in my life before.

I 've been trying to get a refund which I legally am eligible for. I have created several tickets, tried to call them, chat with them, email them but so far nothing! I have only AI generated answers which do not solve the issue!
The problem is that when trying to fill in the form for the refunds it doesn't accept my IBAN. I have tried several different things, different browsers etc. The issue is not on my end. The thing is that there is no real human to proceed it.I have sent them screenshots and described it in detail. All the AI generated messages tell me the same: go and fill out the form which doesn't work!

I have lost a good amount of time dealing with this issue and so far it has been resolved.

To keep your sanity AVOID this company at all costs. They are unacceptable and you have no one to protect you when you just ask for a refund. I cannot even imagine what would have happened with a lost luggage or anything else.

I paid extra for a fully refundable (to original payment method) and unlimited free changes (except for fare difference) ticket. I went to request a refund to original paymentmethod and it took me to a banking form for South american bank. I paid with an australian credit card. So no way to get a refund. So tried to change the flight. You submit a "REQUEST" and they will respond in THREE DAYS. WTF. So tried to call their number. Whatever you select on the menu instead they send you a "message" on whatsapp which is a bot that takes you around in circles. SCAM

Customer service is not existent! I needed to change…..been waiting 7 days for a call back! I had to completely book another flight because I never got anywhere with customer service, chats and their website! I will never use them again!

Terrible website, both technically and from a user experience. If you call customer service, you get a recorded message that says it will send you a fix via WhatsApp- doesn’t happen. When I checked in at the airport, they tried to charge me. I booked my flight through American Airlines and they told me at the check in counter that they couldn’t check me in because I had an outstanding balance ( which I didn’t!). Stay away from this airline.