JetSMART Reviews

Hands down, this is the worst airline I’ve ever tried in Colombia. The staff are clueless, unhelpful, and just give you attitude instead of solutions. All they do is list off what can’t be done, never actually trying to fix anything. The employees seem lazy, don’t know their own rules, and don’t talk to each other. My flight was scheduled for 11:45 AM, and while I was waiting in line to check my bag, nobody bothered to help passengers on my flight or pull us aside to sort things out. We stood in line for over half an hour just to be told our flight was canceled and we’d have to wait for a 6 PM departure. No alternatives were offered. Later, they mentioned flights at 5 PM and 1 PM, even though they’d previously claimed nothing was available before 6. The guy at the counter said if we bought tickets for the 1 PM flight, there was no guarantee of seats and we’d be on standby, even though the website showed seats for sale. After agreeing to take the 5 PM flight—over six hours after our original time—it turned out there were seats on the 1 PM flight, but they wouldn’t let us board because our luggage was already checked for a later flight. They said they couldn’t send our bags on a different flight. Even though they knew our original flight was at 11, and there were open seats at 1, they just didn’t care and made zero effort to help us get on an earlier plane. One of the staff said if we’d brought our checked bags to the front of the airport instead of checking them in, we could have boarded. Seriously, they don’t work together, don’t know their own policies, and don’t lift a finger to help passengers when it’s their own mess. The staff are awful, and the airline’s service is just as bad. If you can, fly Latam or Avianca—even if it costs a bit more, it’s worth it to avoid the headache with Jetsmart. Heck, even Spirit is a better option.

Definitivamente, esta aerolínea es la peor opción para reservar en Colombia. El servicio es pésimo, los empleados no saben nada y no ayudan en absoluto; solo muestran mala actitud. No ofrecen ninguna solución, solo te dicen lo que no se puede hacer. Los trabajadores son flojos, desconocen sus propias políticas y ni siquiera se comunican entre ellos. Mi vuelo era a las 11:45 a. m. y, mientras hacía fila para registrar mi equipaje, nunca apartaron a los pasajeros de ese vuelo para ayudarnos. Nos dejaron esperando más de 30 minutos solo para decirnos que el vuelo estaba cancelado y que debíamos tomar el de las 6 p. m. No dieron ninguna otra opción. Después, mencionaron vuelos a las 5 p. m. y a la 1 p. m., aunque antes dijeron que no había nada antes de las 6. El señor del mostrador comentó que si comprábamos el vuelo de la 1 p. m. no había garantía de asientos y tendríamos que esperar en lista, aunque en línea sí aparecían disponibles. Aceptamos el vuelo de las 5 p. m., con más de seis horas de retraso, y resultó que sí había asientos en el de la 1 p. m., pero no nos dejaron abordar porque el equipaje ya estaba registrado para el vuelo posterior. Dijeron que no podían enviarlo en otro vuelo. Sabiendo que nuestro vuelo original era a las 11 y que había lugares en el de la 1, no les importó y no hicieron nada para ayudarnos a subir a un vuelo más temprano. Una empleada dijo que si hubiéramos llevado las maletas al frente del aeropuerto, nos habrían dejado subir. Otra vez, no trabajan en equipo, no conocen las reglas y no hacen nada para ayudar a los pasajeros, aunque el problema sea culpa de ellos. El personal es terrible, igual que el servicio. Si puedes, viaja por Latam o Avianca; aunque cuesten un poco más, no vale la pena el mal rato con Jetsmart. Hasta Spirit Airlines es mejor.

Honestly, I’d give zero stars if I could, but one is the minimum! The customer support is just terrible—messages through their site or email come off cold and sometimes even rude. You never get a name to follow up with, and nobody seems to take responsibility. Best to steer clear of this place!

This airline really let us down. Customer service? Pretty much nonexistent. It felt like their main goal was to squeeze every penny out of us. We booked two tickets together, but didn’t bother picking seats since we didn’t care where we sat. Turns out, they split us up by a dozen rows. Never had that happen with any other carrier. When we asked about it at check-in, they told us we’d have to cough up extra cash to sit together, even though both tickets were on the same reservation. So, we ended up paying just to be next to each other. At the boarding gate, they singled out folks with bigger bags and demanded payment if the bag didn’t fit their little box. They were strict about it—even small backpacks got checked. It was obvious they were just looking for more ways to charge people. On top of that, during our 2.5 hour flight from Lima to Quito, not even a complimentary drink or snack was offered—everything cost extra. For comparison, Latam gave us water and a snack for free on a much shorter flight within Peru. I’m steering clear of JetSmart from now on.

Out of all the companies I’ve traveled with, Jeysmart takes the cake for being the absolute worst. They seem to have a fee for just about anything you can think of. The employees and other passengers were super rude, and to top it off, they separated us even though we booked together. Want to sit with your friend or partner? That’ll cost you extra.

It gets better—if you don’t check in exactly how they want, they’ll hit you with another charge. Before we even got on the plane, they made us pay for a tiny shopping bag. Seriously, it felt like every part of the journey came with some sneaky extra cost.

Honestly, this company is just out to drain your wallet. If you’re considering booking with them, I’d say don’t bother. Save yourself the hassle and look elsewhere.

Tried to check in online, but never got my boarding pass, even after a couple of attempts and picking a seat. When I got to Lima Airport, they said my seat had already been given to another person since I didn’t finish the boarding process. Strange, right? After some back and forth, they just stuck me in a random spot. Staff were slow and didn’t seem to know what they were doing. The plane itself felt super cramped, seats are tiny—especially rough if you end up next to two big folks. Downloaded their app, but it’s basically useless and logging in is a pain. Honestly, I’d avoid flying with them—there are better budget airlines out there.

I tried to book three separate trips with Jetsmart. The first two got axed almost immediately after I paid. For the third one, they switched me to a completely different flight and didn’t even bother to let me know. I only caught it because I double-checked my boarding pass online about ten minutes after I made the reservation. Strangely, they still sent me a check-in confirmation for the flight I originally picked. I had to cancel the replacement flight and ask for my money back—still waiting on that refund, by the way. Luckily, I used booking.com instead of Jetsmart’s own site, so at least there’s a middleman who might help me get my cash back. When it comes to customer service, I had to use their online chat a bunch of times. You gotta type “talk to an agent” to get past the bot, but eventually a real person will answer. Honestly, I doubt I’ll ever see that refund, and I’m definitely steering clear of this airline from now on.

Let me share my awful ordeal with JetSmart, hoping to save others from the same mess. My trip was short, my funds were tight, and every day mattered. JetSmart first delayed my flight out, then—without any heads-up by text, email, or call—they rescheduled my return for a day earlier. I only caught this by accident when I tried to check in. Double-checking, I realized they’d switched my flight date and never bothered to notify me in any way.

What made things even worse? Reaching their customer service is basically impossible. No one picks up the phone, emails go unanswered, and there’s no obvious way to submit a complaint. At the Florianópolis airport, there wasn’t even a help desk—nobody around to assist at all.

Because of their carelessness, I had to scramble to buy a last-minute ticket with a different airline just to keep from losing my last vacation day. I’d already paid for my hotel and car rental for that day, so I couldn’t just let it go to waste. I ended up spending way more than planned, couldn’t cancel my original flight, and there was no way to get my money back. Filing a complaint? Forget about it—you’re left completely on your own.

Honestly, it’s infuriating. No airline should treat people’s time, money, or sanity like this. JetSmart’s level of chaos and disregard is unlike anything I’ve seen before. My advice? Don’t risk it—steer clear of JetSmart and save yourself the trouble.

My experience with this airline was honestly one of the worst I’ve had. I bought a ticket for a certain day and time, but later discovered that the flight I’d chosen didn’t even exist. The airline changed my flight without telling me, and I only found out about it when I got to the airport.

There was zero communication from their side. No emails, no texts, not even a heads-up that my schedule had been changed. This left me stressed out and messed up all my plans, since I’d organized everything around the original booking.

On top of that, their customer support was useless. Every time I tried to get help or an explanation, I got nothing but vague answers and a lack of interest. It’s obvious they don’t have proper systems in place to help passengers when issues pop up.

To make things worse, I’d paid ahead of time for an extra checked bag, but the extra baggage wasn’t actually added to my booking until the day before I was supposed to fly. That’s just sloppy and shows they’re not organized at all.

All in all, this airline falls short when it comes to professionalism, dependability, and even basic customer service. I’d tell anyone to think carefully before booking with them—your trip deserves better than this mess.

Hands down, this was one of the most terrible customer service situations I’ve ever dealt with. When we tried to fly from Lima to Cusco, I couldn’t check in online, so I had to do it at the airport. The line was ridiculously long—over an hour just to get to the counter. Once we finally made it, we were told the flight was full and we’d have to wait more than nine hours for the next one. That meant our first day in Lima was spent stuck at the airport, not how we wanted to start our trip.

For the flight back, I was determined to check in online early to avoid another mess. But when I logged in, I saw our return flight had been moved up by six hours, which meant we’d miss a tour we’d already paid for on our last day. I tried every way I could think of to reach someone for help—every phone number I found either didn’t work, dropped my call, or led nowhere. All I got was a runaround on WhatsApp, going in circles with no real answers. Out of options, I went to the Cusco airport a day ahead just to speak to someone in person. After another long wait in line, the staff at the counter were unhelpful and honestly, pretty rude.

In the end, I had to shell out for five new tickets on Latam Airways at the original time I’d booked with JetSmart, just so we wouldn’t miss our tour. That was a big hit to the wallet, but I wasn’t about to lose out on a once-in-a-lifetime experience.

Sure, even the big airlines have their issues, but at least their customer service is usually way better than these budget carriers. After this, I’m never booking with a low-cost airline again. JetSmart was easily one of the worst travel experiences I’ve had.

Absolutely the most stressful airline I've ever dealt with! The hassle of their online check-in process totally messed up my whole trip. If you’re based in the US and planning to fly within South America, I’d steer clear of this airline. There’s no US-based customer service number—no 1-800, nothing—so you’re left hanging if you need help. I got bounced back and forth between CheapOair and JetSmart, each one pointing fingers at the other while I tried to sort out my check-in problem. Eventually, after messaging them on Instagram, I managed to get checked in, but couldn’t add any bags. Instead of paying the $16.50 fee when online check-in opened, I ended up shelling out nearly $50 per carry-on at the airport! Neither JetSmart nor CheapOair seemed to care, both just blaming each other and leaving me stuck with the crazy airport fees. I had set up a trip from Lima to Cuzco, and when JetSmart tried to say it was CheapOair’s fault, I told them everyone else in my group managed to check in through JetSmart. Turns out, on the return trip, the rest of my group ran into the same check-in headaches. If your system won’t let customers check in online, there should be a way to call and talk to a real person to handle bags, seats, and check-in without all this nonsense!

I've arranged five flights through jetsmart, but ended up missing two since they never notified me about any schedule changes. One of the flights wasn’t even real. Seriously, keep your cash and avoid flying with this airline.

I’d steer clear of this airline. They tend to sell more tickets than there are seats, and your spot depends on how early you check in online. Instead of a proper boarding pass, you get a handwritten note and have to wait at the gate to see if someone doesn’t show up before you’re allowed on. I had a layover to catch, and if we’d missed this flight, we would’ve missed the next one too—and we’d have to pay for everything ourselves unless they decided to cover a hotel. The staff didn’t care about our tight connection or try to help us out, so the whole thing was super stressful and just a bad time overall.

The way they treat customers is just not right – they check your bags like hawks to catch even the tiniest bit over the weight allowance. Feels like their main goal is squeezing every last cent out of you with extra charges. They tried to slap on a 100 soles fee for being just 1 kilo over, which is honestly ridiculous! Plus, the employees are glued to their phones and barely acknowledge you, coming off as pretty rude. Honestly, it’s just wild.

Tried to check in online, but it failed and told me to go to the desk. When I got there, they said the plane was full and put me on another flight, which was 10 hours later. They handed me a food voucher, but it was only good for a spot past security. Problem is, I had stuff in my bag that I couldn't bring through security, so that was no help. Customer service was no help at all.

Out of all the airlines out there, this one takes the cake for being the absolute worst. The customer service is just terrible, their website is a mess, and on top of that, my flights were delayed. Honestly, it’s all pretty unbelievable.