Jetpac Travel eSIM

Dear Scott, Thank you for taking the time to share your feedback. We are sincerely sorry to learn about the difficulties you and your wife experienced while travelling, particularly the loss of connectivity and the resulting impact on essential services such as navigation and payments. We understand how disruptive this can be and regret that your experience did not meet the standards we aim to provide. We also acknowledge your concerns regarding our support response. While we were able to address the issue, we understand that the inconvenience extended beyond the technical problem itself. Your feedback highlights the importance of not only resolving issues promptly but also fully understanding the impact they have on our customers' travel experience. In addition, we appreciate your observations regarding our voice pack offering, including the activation process, usability, and the availability of information prior to purchase. Feedback of this nature is invaluable in helping us evaluate and improve both our products and the customer experience. Thank you again for bringing these matters to our attention. We value your feedback and have shared your comments with the relevant teams as part of our ongoing efforts to improve our services. Also, to thank you for giving us a try, We added a complimentary 4GB data pack to your account. This is valid for 3 months or until consumed and can be used in any of your future travels. We hope this will encourage you to give Jetpac another chance. Stay safe! Kind regards, The Jetpac Team

Dear Troy, Thank you for your review and for providing detailed feedback regarding your experience with the APAC Unlimited 3-Day plan. We note your concerns regarding the plan's daily high-speed data allowance, the reset timing, and the visibility of this information during the purchase process. We also understand your view that the term "unlimited" may create different expectations depending on how customers intend to use the service while travelling. We take transparency seriously and took the opportunity to review your specific case, including the information presented at the time of purchase and the usage experience associated with Transaction ID 1184429301181939714. We saw your recent interaction with our Customer Support Team and we're glad that the offered solution was amicably accepted and addressed the issue. We appreciate customers taking the time to provide detailed feedback, particularly where there are concerns about product descriptions and customer expectations. Such feedback is reviewed by the relevant teams as part of our ongoing evaluation of both our products and customer communications. We also wanted to extend our sincerest apology for the inconvenience and appreciate your patience while we work to make this right. All the best, The Jetpac Team

Dear Jack, Thank you for sharing your feedback and for detailing your experience. We’re sorry to hear that you were unable to get the eSIM working during your trip to Iceland and that you experienced delays while trying to troubleshoot the setup. We understand how important it is to have immediate connectivity when arriving in a new country. Our support team provides step-by-step activation and troubleshooting guidance to help customers get connected, and in most cases this resolves setup issues. However, in some situations, device settings, network compatibility, or local carrier conditions can affect activation. Regarding your refund request, our policy requires that we review each case based on activation logs and usage status, and our team has been working with you to verify what occurred in this instance. We’re happy to continue assisting and ensure your case is properly assessed. If you’re open to it, please continue coordinating with our support team. One of the senior members from our Customer Support Team reached out to you via email to address the issue including refunding your payment. Please check your inbox for the details. We sincerely apologize for the inconvenience and appreciate your patience while we work to make this right. Kind regards, The Jetpac Team

Dear Haik, Thank you for taking the time to share your feedback. We sincerely apologise for the disruption caused by the service outage and understand the disappointed and inconvenience that a prolonged loss of internet connectivity can create, particularly when access is needed for important or time-sensitive activities. We also regret that your experience with our support channels did not meet the standard we strive to provide. While our automated support tools are intended to assist customers with common technical issues, we recognise that they can be less effective during wider network incidents. We understand that the delay in receiving confirmation of the broader service disruption contributed to your dissatisfaction. As you may know, our service relies on local network partners in each destination country to provide connectivity. During the period you were traveling, there was a widespread service disruption across Europe caused by network degradation affecting IMSI 7 connections. Unfortunately, this issue impacted connectivity for some customers, including yourself. Our backend teams relentlessly worked to restore connections sooner than expected. One of the senior members from our Customer Support Team reached out to you via email in the hope to address the set back that you experienced including refunding the unused data from the pack you purchase. Please check your inbox for the details and feel free to respond at any time that further assistance is required. Kind regards, The Jetpac Team

Thank you for sharing your experience with Jetpac! We’re delighted that our team was able to assist and ensure everything works smoothly. Your feedback means a great deal to us and helps us continue improving the Jetpac experience for all travellers. We’ve also introduced some exciting Jetpac-exclusive features which we'd love for you to experience: 1) Dual network coverage in most countries – if one network is slow or patchy, another takes over automatically. 2) Free access to Google Maps, WhatsApp chat, and Uber, even if your data runs out. We truly appreciate your support and would love for you to refer Jetpac to your friends and family so they can enjoy seamless connectivity while travelling too!

Dear Chris, Thank you for bringing this to our attention. We're sorry to hear about your experience. We understand how frustrating it must have been to be charged for your eSIM and then not receive it, especially after spending significant time trying to reach our support team without a response. This is not the level of service we aim to provide. One of the senior members from our Customer Support Team reached out to you via email to address the issue. Please check your inbox for the details. We sincerely apologize for the inconvenience and appreciate your patience while we work to make this right. Kind regards, The Jetpac Team

Dear Veronica, Thank you for sharing your feedback. We're sorry to hear that the service did not perform as expected during your time in Japan, particularly in Shikoku. Providing a reliable connection is a key priority, so we understand your frustration when the experience falls short of that expectation. Network performance can vary across regions and local carrier infrastructure, but we appreciate you highlighting your experience. Feedback like this helps us monitor service quality and identify areas where improvements may be needed. To help you resolve this, a Senior Member from our Customer Support Team has reached out to you via email. Please let us know any further assistance needed and we'll gladly help. We appreciate your patience. Stay safe! Kind regards, Jetpac Customer Support Team

Dear Mark, Thank you for taking the time to share your feedback. We're glad to hear that the connection quality met your expectations, but we're sorry to learn that the data speed after reaching the daily high-speed allocation did not provide the experience you were expecting. Our unlimited plans include a daily high-speed data allowance, after which speeds are reduced in line with our Fair Usage Policy. We understand that the reduced speeds may not have been sufficient for your needs, and we appreciate your comments regarding how this was communicated and experienced in practice. We understand that the troubleshooting steps recommended by our team did not resolve the issue, which eventually led to the refund of your China 5GB pack. We confirm that your refund of $16 AUD has been processed and will be credited back to your original payment method within 5–10 business days, depending on your bank’s processing time. Please reach out to us at anytime you need further assistance, and we'll be happy to look into things for you. Thank you again for your feedback—it helps us improve both our service and how we communicate plan features to our customers. Best regards, The Jetpac Team

Dear Peter, thank you for your feedback. We understand your frustration regarding the connectivity issues you experienced with your China 5G data pack. While many factors can affect mobile data connectivity, we'd like to review your specific case and better understand what happened. We'd also appreciate the opportunity to assess the support interactions you had and identify any areas where we could improve. To make things right for you, we processed a refund of AUD 16 and it will be credited back to your original payment method within 5–10 business days, depending on your bank’s processing time. As we hope for a chance to serve you again in the future, we added a complimentary 2GB data pack to your account valid for the next 3 months or until consumed. Let us know if you need further assistance. Safe travels!

Thank you for sharing your experience with Jetpac! We’re delighted that our team was able to assist and ensure everything works smoothly. Your feedback means a great deal to us and helps us continue improving the Jetpac experience for all travellers. We’ve also introduced some exciting Jetpac-exclusive features which we'd love for you to experience: 1) Dual network coverage in most countries – if one network is slow or patchy, another takes over automatically. 2) Free access to Google Maps, WhatsApp chat, and Uber, even if your data runs out. We truly appreciate your support and would love for you to refer Jetpac to your friends and family so they can enjoy seamless connectivity while travelling too!

Dear Edward, thank you for sharing your feedback. We’re sorry to hear the experience did not meet your expectations, especially after having used Jetpac successfully in the past. Based on the records available, the full data allowance for the package was consumed during the trip. Data usage can sometimes increase unexpectedly due to background app activity, automatic updates, hotspot usage, or cloud services running on the device, even when connected to Wi-Fi intermittently. We understand you disagree with the reported usage, and we appreciate you raising your concerns with our support team. Feedback like this helps us continue improving both our product experience and customer communication. To help make things right, we have added a complimentary 6GB Global pack to your account, valid for the next three months for any upcoming travels. We genuinely hope you’ll give Jetpac another try in your future travels. Thank you again for taking the time to leave a review.

Dear Greg, thank you for sharing your feedback. We understand your frustration regarding the referral reward and the experience you had when contacting support. We recognize that seeing the reward displayed as valid in the app, while being unable to redeem it, created confusion and disappointment. Your case has been escalated for further review, including the handling of the follow-up and communication provided by our support team. We appreciate you highlighting these concerns, as feedback like this helps us identify areas where we can improve the customer experience. We saw that you are in touch with our Customer Support Team, and we can investigate this matter to work toward an appropriate resolution. Thank you again for bringing this to our attention.

Dear Paul, sorry this didn’t work the way it should have. A Europe eSIM is supposed to work across borders without needing constant troubleshooting, so we understand why this was frustrating — especially after it worked in Spain and then stopped in France. We know having to manually adjust settings or networks defeats the whole point of using a travel eSIM in the first place. If you’re open to it, we sent you an email so please feel free to respond. If you are still using the eSIM and would like assistance, we’d be more than happy to look into this further and help get things working properly. If you are no longer using the service, we can also arrange a partial refund for any unused data where applicable. As a gesture of goodwill, we have also added a complimentary 2GB data pack to your account which is valid for 3 months while inactive or until consumed, Thanks for taking the time to leave honest feedback.

Dear Janis, thank you for taking the time to share your experience. We understand that the transition to eSIM can feel confusing, especially if the setup steps are not as clear as expected. Your feedback about the activation flow and instructions is valuable, and we’ll make sure it’s shared with the relevant team for review. Regarding the apps installed on your device, some are required to support the eSIM setup process, but we understand your concern around this experience. If you still need assistance with your SIM or eSIM setup, our support team will be happy to help get everything working properly.

Dear Reuben, thank you for taking the time to share your experience—we’re really sorry to hear about the issues you encountered during your trip to Japan. This is certainly not the level of service we aim to provide. We understand how important reliable connectivity is when traveling, and we regret that the connection problems persisted and that our support team was unable to resolve the issue promptly. Your feedback regarding escalation handling and compensation has been noted, and we’re actively working to improve both our technical response times and customer communication. We’d appreciate the opportunity to make this right, a senior member of our customer support team has reached out to you via email. Please feel free to respond should there be anything else we can help you with. We've also added a complimentary 2GB global data pack to your line that is valid for 3 months or until consumed. Thank you again for your feedback—it helps us improve.

Thank you for sharing your experience with Jetpac! We’re delighted that our team was able to assist and ensure everything works smoothly. Your feedback means a great deal to us and helps us continue improving the Jetpac experience for all travellers. We’ve also introduced some exciting Jetpac-exclusive features which we'd love for you to experience: 1) Dual network coverage in most countries – if one network is slow or patchy, another takes over automatically. 2) Free access to Google Maps, WhatsApp chat, and Uber, even if your data runs out. We truly appreciate your support and would love for you to refer Jetpac to your friends and family so they can enjoy seamless connectivity while travelling too!

Hi Shivy , thank you for sharing your feedback—we’re really sorry to hear about your experience. This isn’t the standard we aim for, especially when it comes to onboarding and customer support. You should have received clear communication and guidance from the start, and it’s concerning that you had to reach out multiple times just to get basic information. We also noted your feedback about your interaction with our support team. Your comments about receiving irrelevant responses and not having your escalation request addressed are being taken seriously and will be reviewed internally. We’d appreciate the chance to turn this around. If you’re open to it, please respond to our email and we will happily support. Thanks again for your feedback—it’s invaluable in helping us improve.

Hi Boris, thank you for taking the time to share your feedback—we’re sorry to hear about your experience. We understand how frustrating it must have been to encounter significantly reduced speeds and delays in our support response, especially during a short-duration plan. While our unlimited plans do include a fair usage policy where speeds may be reduced after a certain threshold, we acknowledge that the performance you described falls below what should be expected. We’d appreciate the opportunity to make this right hence we added a complimentary 2GB data pack to your account. This is valid for 3 months and can be used in any of your future travels. We hope this will encourage you to give Jetpac another chance. Stay safe!

Thank you for sharing your experience with Jetpac! We’re delighted that our team was able to assist and ensure everything works smoothly. Your feedback means a great deal to us and helps us continue improving the Jetpac experience for all travellers. We’ve also introduced some exciting Jetpac-exclusive features which we'd love for you to experience: 1) Dual network coverage in most countries – if one network is slow or patchy, another takes over automatically. 2) Free access to Google Maps, WhatsApp chat, and Uber, even if your data runs out. We truly appreciate your support and would love for you to refer Jetpac to your friends and family so they can enjoy seamless connectivity while travelling too!

Hi there, We’re regret to hear about your experience, and we appreciate you taking the time to share this feedback. We understand how frustrating it must be to face connectivity issues while traveling—especially somewhere like Bali where reliable service is essential. While we aim to partner with trusted local networks, we regret that the coverage and performance did not meet your expectations in this case. Regarding the installation difficulties on your iPhone, this is certainly not the experience we want our customers to have. Our team is continuously working to improve both our setup process and support guidance to make things as smooth as possible. We’re also sorry to hear that our customer support felt unhelpful. This is not the standard we strive for, and your feedback will be shared with our team so we can improve responsiveness and the quality of assistance provided. We would really like the opportunity to make this right. If you’re open to it, please reach out to us at https://www.jetpacglobal.com/contact-us/ with your order details so we can review your case further, including your refund request. Thank you again for your feedback—it helps us improve.