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Price Beat Guarantee

As one of our valued customers, we think it’s important that you know exactly what you can expect from us, and the high level of customer satisfaction we strive for in everything that we do. That’s why we created our Customer Guarantee.

We are also committed to offering you competitive fares, which is why if you find a published internet airfare from another airline that is lower than the lowest available comparable Jetstar fare on Jetstar.com, on the same route for a comparable time, we will beat that fare by 10%.

Flights:

If you find a published internet airfare on another airline that is lower than the lowest available comparable Jetstar fare on Jetstar.com, call us to book with Jetstar and we will beat the other airline’s fare by 10% (provided we can verify the lower fare when you call to book). The comparable fare must be for a one way direct flight on the same route at a comparable time. 

Comparing a competitor’s price that does not include a checked baggage allowance or includes less than 20kg:
If the competitor’s total price is lower, book on Jetstar without checked-in baggage. Compare the competitor’s total price to a Jetstar Starter fare without checked-in baggage.

Comparing a competitor’s total price that includes 20kg checked baggage allowance (or more):
If the competitor’s total price is lower, book on Jetstar with 20kg checked-in baggage. If the competitor’s total price includes at least 20kg checked baggage allowance, this is comparable to the total price of Jetstar’s Starter fare with added 20kg checked baggage allowance.

Baggage allowance will be used for the comparison.

Another airline’s fare which has less than 20kg checked baggage allowance or excludes checked baggage allowance is comparable to the price of Jetstar’s Starter fare (with no bundle) and a fare which includes at least 20kg checked baggage allowance is comparable to the total price of Jetstar’s Starter fare (with no bundle) with added 20kg checked baggage allowance.

Holiday Packages:

If you find the same or comparable available package (same or comparable flight plus the same of any of hotel, car or activity) on any another internet site that is lower than the lowest available Jetstar package and you book the package through our call centre, we will beat the price on the other site by 10%, provided we can verify the lower package price when you call to book.

A “package” means at least one Jetstar (JQ) flight plus at least one of accommodation, car hire or activity component that is booked into the same booking reference as your flights. See below for more details:

CALL CENTRE

AUSTRALIA

1300 369 516

NEW ZEALAND

+ 0800 589 331

SINGAPORE

800 852 9508

VIETNAM

 +84 1900 1550
+84 8 629993999

OTHER COUNTRIES

 Visit our contact us page

Qualifying Flights

  • Flights only bookings - This offer applies only to one way direct flights (single sector) operated by Jetstar Airways Pty Limited, Jetstar Asia Airways Pte Limited, Valuair Ltd, Jetstar Japan Co Ltd, and Jetstar Pacific Airlines Joint Stock Aviation Company flights with a flight number beginning with JQ, 3K, VF, GK or BL. It does not apply to QF codeshare flights operated by Jetstar.
  • Comparable Time - The applicable flight on the other airline must be a direct flight for the exact route departing and arriving at the same airports as the applicable Jetstar flight, and must be scheduled to depart: 
  • within 1 hour of the applicable Jetstar Airways (JQ), Jetstar Japan (GK),  or Jetstar Pacific (BL) flight, in the case of domestic flights within Japan, Australia, New Zealand or Vietnam (i.e. direct flights wholly within Japan or wholly within Australia or wholly within New Zealand or wholly within Vietnam), or direct flights between Australia and New Zealand or;
  • on the same day as the applicable Jetstar flight, in the case of direct Jetstar Airways (JQ) or Jetstar Asia (3K) flights between Australia and other Jetstar international destinations or New Zealand and other Jetstar international destinations; 
  • within 1 hour of the applicable Jetstar Japan (GK), Jetstar Asia (3K), Valuair (VF) or Jetstar (JQ), in the case of Intra Asia flights (i.e. not including flights to or from Australia or to or from New Zealand)
  • Comparable Fare - Another airline’s fare which has less than 20kg checked baggage allowance or excludes checked baggage allowance is comparable to an available Starter fare (with no bundle) from Jetstar. Another airline’s fare which includes at least 20kg checked baggage allowance is comparable to the total price for an available Starter fare (with no bundle) with added 20kg checked baggage allowance from Jetstar. If the other airline’s fare is unclear the comparison cannot be used in this promotion.
  • Availability - The comparable Jetstar fare must also be available at the same time. If the lower fare is comparable to Starter fare without any baggage allowance, you will only be able to purchase a Starter fare (carry-on baggage only) under this promotion. If the lower fare is comparable to a Starter fare with added 20kg checked baggage allowance you will only be able to purchase a Starter fare with added 20kg checked baggage allowance under this promotion. If the other airline has one lower fare which is comparable to Starter fare and one lower fare which is comparable to Starter fare with added 20kg checked baggage allowance, you may choose which Jetstar product you wish to purchase at 10% less than the applicable comparable price.

Qualifying holiday packages

  • Holiday package bookings - This offer applies to one way or return direct flights operated by Jetstar Airways Pty Limited with flight numbers beginning with JQ which are booked in the same transaction with at least one of the following: an accommodation booking, car hire and/or land activities. It does not apply to QF codeshare flights operated by Jetstar or if accommodation, car hire and/or activities can only booked separately (ie with a different booking reference). It does not apply to Jetstar Asia (3K), Valuair (VF) or Jetstar Pacific (BL) flights.
  • Same or comparable flight time and fare - The applicable flight in the competitor’s holiday package must be on the same Jetstar flight or flights, or on another airline for a Comparable Time and Comparable Fare (see under the Flights heading).
  • Other component - The non-flight components of the package:
    • The car hire rate (if included in the package) must be for the same car hire company, same car type, same car hire duration, same dates of car hire rental.
    • The accommodation (if included in the package) must be for the same hotel, the same room type, the same duration of stay, the same check in and check out dates, the same number of passengers staying in the room with the same inclusion/s.
    • The activity (if included in the package) must be for the same activity supplier, for the same number of passengers, for the same dates of travel with the same inclusion/s.
  • Availability – If you are comparing a package which includes another airline’s flights, the comparable Jetstar flight or flights must also be available at the same time. If the lower package includes fares comparable to Starter fare, you will only be able to purchase a Starter fare (carry-on baggage only) under this promotion. If the lower package includes fares comparable to a Starter fare with added 20kg checked baggage allowance you will only be able to purchase a Starter fare with added 20kg checked baggage allowance under this promotion. If the competitor’s holiday package has one lower fare which is comparable to Starter fare and one lower fare which is comparable to Starter fare with added 20kg checked baggage allowance, you may choose which Jetstar product you wish to purchase.

Terms and conditions for both flights and holidays

  • You must notify Jetstar of the details of the lower fare or holiday package, including the address of the website where you found it, when you call to purchase your Jetstar fare or Jetstar holiday package.
  • So we can verify the price, the other airline’s lower fare or competitor’s holiday package must be available when you call the Jetstar call centre (numbers above), of the same currency and available through a website available:
  • in the English language;
  • in the case of a comparison for domestic flights within Japan and international flights to or from Japan, in the Japanese language; or
  • in the case of a comparison against a Jetstar Pacific (BL) flight, in the Vietnamese language.
  • Once our reservations agent has verified the other airline’s flight or competitor’s holiday package is lower, we will either;
  • make available for purchase the applicable comparable Jetstar fare or Jetstar holiday package at a price 10% below the other airline’s fare or competitor’s holiday package price.
  • if you call us from Japan, we’ll give you a voucher for the difference between the Jetstar fare and the price 10% below the other airline’s fare. You then have the choice of using the voucher straight away towards your booking when making your claim, or using it at a later date. If you choose to accept the voucher for use at a later date, it will be subject to the Jetstar Voucher terms and conditions.
  • You must pay at the time of making the claim – we will not put bookings on hold for later payment.
  • Starter Fares with Plus Bundle, Starter Fares with Max Bundle, Business Fares and Business Max fares are excluded from this promotion.
  • The promotion can only be used when identifying a lower online fare or holiday package prior to booking. Claims cannot be made after a booking has taken place.
  • For the purpose of verifying the difference in price, all applicable surcharges, fees, and taxes and additional amounts charged in relation to making a booking will be included. We will not charge the telephone booking fee for fares or holiday packages purchased under this offer. All pricing will be rounded up to the nearest dollar.
  • Please allow up to 72 hours for Jetstar to email you your itinerary. You cannot book a fare for travel within 72 hours of booking under this promotion.
  • This offer does not apply for comparisons to frequent flyer program pricing or membership based pricing.
  • Free fares on other airlines (taking into account all applicable surcharges, fees and taxes) are excluded from this promotion.
  • You may purchase up to a maximum of 10 Jetstar fares or a holiday package for up to 10 passengers when making a claim under this promotion, provided that you can demonstrate that the number of fares or holiday packages you claim from Jetstar are available at the applicable lower fare or holiday package.
  • This promotion is valid for flight bookings made up to and including 31 December 2013.
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