CONDITIONS OF CARRIAGE
JETSTAR AIRWAYS PTY LIMITED
ABN 33 069 720 243
CONDITIONS OF CARRIAGE
(Passenger and Baggage)
1. DEFINITIONS OF EXPRESSIONS USED
Airline Designator Code means the two or three characters or
letters which identify particular Carriers.
Authorised Agent means a licensed passenger sales agent who
represents Jetstar in the sale of air passenger transportation on Jetstar services.
Baggage means your personal property accompanying you on your
trip. It consists of both your Checked Baggage and Cabin Baggage.
Baggage Allowance means the amount of Cabin Baggage and
Checked Baggage (if any) which is included in your fare as stated in 7.1 for travel on
Baggage Check means those parts of your Booking or other
documents issued by us or an Authorised Agent which relate to the carriage of your
Baggage Identification Tag means the numbered baggage document
issued to you that corresponds to the tag attached to each item of Checked Baggage for
the purpose of identifying the Checked Baggage.
Booking means the details which we or our Authorised Agent
have entered in our system relating to a journey to be made by you or someone for whose
travel you are paying.
Booking Reference means the reference issued by us or our
Authorised Agent which appears on your Ticket or Itinerary and Tax invoice and which
identifies the Booking you have made with us.
Cabin Baggage (sometimes referred to as carry-on or unchecked
baggage) means any of your Baggage other than Checked Baggage. (You take your Cabin
Baggage into the cabin of the aircraft with you.)
Carrier means an air carrier.
Checked Baggage means that part of your Baggage (if any) which
we have taken into our custody for carriage in the hold of the aircraft and for which
we have issued a Baggage Identification Tag or Baggage Check or both.
Check-in Deadline means the time limit specified by Jetstar by
which you must have completed check-in and received your boarding pass.
Conditions of Carriage means these conditions of carriage and
includes the fare rules and the key Conditions of Carriage as set out in your Itinerary
and Tax Invoice, as applicable.
Convention means whichever of the following apply:
- the Convention for the Unification of Certain Rules Relating to International
Carriage by Air, signed at Warsaw, 12 October 1929 (the Warsaw Convention)
- the Warsaw Convention as amended at The Hague on 28 September 1955
- the Warsaw Convention as amended at The Hague and by Additional Protocol No. 4 of
- the Guadalajara Supplementary Convention (1961)
- the Convention for the Unification of Certain Rules relating to International
Carriage by Air, signed at Montreal 28 May 1999 (the Montreal Convention)
- any other applicable protocols or conventions and any enabling legislation.
Damage includes death of, wounding of or bodily or personal
injury to a Passenger and also includes loss, partial loss, theft or other damage to
Baggage arising out of or in connection with, either carriage on flights we operate or
other services we provide. However, it does not include normal wear and tear of Baggage
such as small scratches, scuffs, dents and cuts.
Days means all seven days of the week. For the purpose of
notification, the day upon which the notice is sent is not counted.
Domestic Carriage means travel in which the place of departure
and the place of destination are both situated in the same country and there is no
stopping place outside that country.
Event Beyond Your Control means an unusual and unforeseen
circumstance which you cannot control and the consequences of which you could not have
Frequent Flyer Award means a booking issued in exchange for
the redemption of frequent flyer points.
International Carriage means travel between two or more
countries including any flights within those countries where they are combined with any
Itinerary and Tax Invoice means a document or documents we or
our Authorised Agents issue to Passengers travelling on a Booking which includes the
Passenger’s name, flight information and notices.
Jetstar, we, us, our for the purposes of these Conditions of
Carriage means Jetstar Airways Pty Limited, ABN 33 069 720 243.
Passenger means any person with a Booking who is to be carried
or who is carried on an aircraft, except members of the crew.
Special Drawing Rights (or SDRs) means the composite unit of
currency that is the official unit of exchange of the International Monetary Fund. As a
rough guide, this equates to approximately AU$1.75 or NZ$2.20 but this will fluctuate
depending on exchange rates.
Tariff means any fare that is filed with a government
Ticket means the document issued by Jetstar or an Authorised
Agent containing details of a Booking, and includes an electronic ticket.
we, us, our, ourselves see the definition for Jetstar.
you, your, yourself means any person with a Booking who is to
be carried or who is carried on an aircraft, except members of the crew.
2. WHEN THESE CONDITIONS OF CARRIAGE APPLY
2.1 Application of Conditions of Carriage
Except as provided in 2.4, 2.7 and 2.9, these Conditions of
Carriage apply wherever “Jetstar” or our Airline Designator Code
“JQ” is shown on a Booking, and in any case where we have a legal liability
to you in relation to your flight.
2.2 Gratuitous or reduced fare carriage
These Conditions of Carriage also apply to gratuitous and reduced fare carriage
(except to the extent that we have told you otherwise) and Frequent Flyer Award
2.3 Basis of carriage
The carriage of a Passenger on any flight by Jetstar is, without exception, subject
- a Booking
- these Conditions of Carriage and the Key Conditions of Carriage set out in your
Itinerary and Tax Invoice
- applicable laws which may include the Civil Aviation (Carrier’s Liability)
Act 1959 (Australia) and any international Conventions that may apply to the journey
- any applicable Tariffs filed by us with regulatory bodies;
- any specific directions given to a Passenger in writing, or orally by Jetstar
- the fare rules and conditions or Frequent Flyer Award redemption rules, as
In the event of any inconsistency between the Conditions of Carriage and the Key
Conditions, the Conditions of Carriage will prevail.
2.4 Read Down
If any of these Conditions of Carriage is invalid, illegal or unenforceable, it will
be read down to the extent necessary to ensure that it is not invalid, illegal or
unenforceable, but if that is not possible, it will be severed from the Conditions of
Carriage and the other conditions will remain valid.
2.5 Variation and Waiver
No employee or other person is authorised to vary any of these Conditions of
Carriage. However, this does no affect Jetstar’s right to waive any fare rule or
amount payable. A waiver on one occasion does not constitute a waiver on any other
2.6 Conditions prevail
Subject to 2.7, if any of these Conditions of Carriage is inconsistent with any
special procedures we may have, these Conditions of Carriage will prevail to the extent
of the inconsistency.
2.7 Overriding law
These Conditions of Carriage are applicable unless they are inconsistent with any
Tariffs or laws which apply to your carriage with us, in which event the Tariffs or
laws will apply.
2.8 Charter operations
If carriage is performed by Jetstar under a charter agreement (hire arrangement),
these Conditions of Carriage apply unless Passengers are advised otherwise.
2.9 Other travel arrangements
If Jetstar transports you or arranges to transport you by means other than aircraft,
eg. by bus, train or boat, or arranges accommodation or car rental, we do so only as an
agent. There may be additional or different conditions of carriage applicable to those
arrangements. Where these include limitations of liability that are lower than the
limitations of liability in these conditions of carriage, the lower limitation will
apply to your non-aircraft arrangements.
If we arrange travel for you on a flight with another Carrier’s Airline
Designator Code, we do so only as agent for that Carrier and the other Carrier’s
conditions of carriage will apply. (see also 14.3(a))
We have arrangements with other Carriers known as ’codeshares’. This
means that even if you have made a Booking with us and hold a Ticket for a Jetstar
flight showing ’JQ’ as the Airline Designator Code, you may travel on
another Carrier’s aircraft.
If such arrangements apply to your flight, we will advise you of the Carrier
operating the aircraft before you complete your Booking.
2.11 Consumer Guarantees Act (New Zealand)
If you are acquiring New Zealand Domestic Carriage services for business purposes
for which these Conditions of Carriage apply, the provisions of the Consumer Guarantees
Act 1993 (New Zealand) will not apply to such services. Except as provided in this
2.11, nothing contained in these Conditions of Carriage affects any rights you may have
under the Consumer Guarantees Act 1993 (New Zealand) if it is applicable.
2.12 EC Directive - Package Travel and Holiday Tours (United
We or an Authorised Agent will, if you ask, issue a new Ticket to somebody else to
replace your Ticket if:
- your Ticket is one to which the European Community Directive 90/314/EEC on
Package Travel and Holiday Tours applies.
- you want to transfer your booking under article 4.3 of the Directive
- you prove to us or an Authorised Agent that you have satisfied the requirements
of Article 4.3 of the directive and are entitled to transfer the booking
- you give us or an Authorised Agent reasonable notice of your intention to
transfer the booking before your date of departure of your flight
- you give us or an Authorised Agent the full name, address and contact number of
the person to whom you want the new Ticket to be issued
- you deliver your Ticket to us or an Authorised Agent, and
- you pay us or an Authorised Agent a reasonable administration fee for issuing the
3.1 Preparing to travel
You alone are responsible for making all necessary arrangements for your travel and
ensuring that you comply with all laws, regulations and orders of the places you will
travel to. For example, you will need to find out from relevant embassies or consulates
whether you need a passport, visa or other travel document, health document or evidence
of onward travel or accommodation.
If we provide assistance or information for any of the above aspects of your travel,
we do not release you from your responsibility in respect of these matters.
3.2 Destination - Passenger enquiries
If you are travelling overseas, you should enquire about any local issues and
conditions at your destination(s) prior to commencing travel. We make no
representations as to the safety, conditions or other issues that may exist at any
destination. Travel advice can be obtained from various sources, including local
governments, local consular offices and the website of the Australian Department of
Foreign Affairs and Trade(www.smartraveller.gov.au), the New Zealand Ministry of Foreign Affairs and
Trade (www.mfat.govt.nz), and the United States Department of State (travel.state.gov).
3.3 Travel Insurance
Our liability to you is limited and it is recommended that you purchase travel
insurance, which can cover things like:
- changes in travel plans and travel cancellation
- medical and hospital expenses
- personal injury and death
- delayed, damaged or lost Baggage and other items
- missed flight connections and additional expenses.
(a) We may refuse to carry you if we, acting reasonably, are not completely
satisfied that it is safe for you to fly. Before you make a Booking you should tell us
if you suffer from any illness, disease or other condition which may make it unsafe for
you or other Passengers if you fly.
(b) Deep vein thrombosis (DVT)
Some studies have concluded that prolonged immobility may be a risk factor in the
formation of blood clots in the legs (DVT - Deep Vein Thrombosis). If you feel you may
be at risk from DVT or other health problems Jetstar recommends you consult with your
doctor before travel.
Information on health issues can be found on our website at jetstar.com or in our inflight magazine.
If you are pregnant and your travel is Domestic Carriage:
- you have a normal pregnancy, no medical clearance is
- you have a complicated pregnancy, medical clearance is
- you have an uncomplicated multiple pregnancy, medical
clearance is not required provided travel is completed by the end of the 36th week of
pregnancy. There must be 28 days between the date travel is completed and the date on
which you are due to give birth. You must carry a letter from a registered/licensed
medical practitioner stating that your pregnancy is progressing normally and
specifying the date on which you expect to give birth
- we do not represent that travel is safe for you at any particular point during
your pregnancy. You must seek advice from your own medical practitioner. The periods
referred to are only our minimum requirements.
If your travel is International Carriage:
- you have a normal pregnancy, all of your travel must be
completed by the end of the 36th week of your pregnancy. There must be 28 days
between the date travel is completed and the date on which you are due to give birth.
You must also carry a letter from a registered/licensed medical practitioner stating
that your pregnancy is progressing normally, and specifying the date on which you
expect to give birth
- you have a complicated pregnancy, medical clearance is
- you have an uncomplicated multiple pregnancy, medical
clearance is not required provided travel is completed by the end of the 32nd week of
pregnancy. There must be 56 days between the date your travel is completed and the
date on which you are due to give birth. You must carry a letter from a
registered/licensed medical practitioner stating that your pregnancy is progressing
normally, and specifying the date on which you are due to give birth
- we do not represent that travel is safe for you at any particular point during
your pregnancy. You must seek advice from your own medical practitioner. The periods
referred to are only our minimum requirements.
Jetstar collects information about you (including health information where
necessary) to provide products and services to you, process your travel arrangements,
facilitate your participation in the loyalty programs of Jetstar or other
organisations, conduct marketing activities and market research and for administrative
and legal purposes. If the information is not provided, Jetstar may not be able to
provide the service requested. Jetstar may retain and may disclose your personal
information to its related companies, other carriers, travel service providers,
organisations which provide services to Jetstar, such as collecting commissions (more
details are in our Privacy Statement on jetstar.com), your employer if you are
travelling on a Booking purchased by your employer, various law enforcement agencies
and governments around the world for security, customs, emergency and immigration
purposes. You may be required by government regulations to provide specific personal
data or information to us, including information to enable us to notify your family
members in the event of an emergency. You can gain access to the information Jetstar
holds about you by contacting Jetstar Customer Relationships in writing at Jetstar
Airways Pty Limited, GPO Box 4713 , Melbourne VIC 3001. Charges may apply.
4.1 When is a Booking made?
A Booking for a flight is made when recorded as accepted and confirmed by Jetstar or
an Authorised Agent. If you ask, we or our Authorised Agent will give you written
confirmation of your Booking. We do not accept any responsibility for any loss you may
incur as a result of making arrangements for travel on Jetstar through anyone other
than Jetstar or its Authorised Agent
4.2 Payment essential
Even if you have a Booking for a flight, if Jetstar has not received your payment
you will not be carried.
Reconfirmation is not required for Jetstar flights. However, you may need to
reconfirm your reservation on any other carriers on which you intend to travel. You
should check the reconfirmation requirements with those other Carriers. If you fail to
reconfirm when reconfirmation is required, the Carrier may decide to cancel your
reservation. Unless Jetstar has advised otherwise, Jetstar does not provide for
4.4 Some Bookings cannot be changed
Some fare types may be restricted so that you:
- cannot change or cancel any Booking, or
- may request to change a Booking only to a limited extent, or
- may request to change a Booking only by paying any applicable fare difference,
additional service fee or change fee (note: Jetstar may increase fees from time to
time, by giving at least one month’s notice of any such change by updating the
applicable fee table on jetstar.com). Only Jetstar or its Authorised Agent may change or
cancel a Booking.
4.5 Limited special assistance
Generally we will not allow a person to travel without an Accompanying Passenger
unless the person can travel independently, meaning that they can travel safely without
assistance, supervision or both. We do not have the systems, staff or facilities
required to assume responsibility for such assistance and supervision. Children
requiring supervision will not be regarded as able to travel independently on the basis
that they may cause a disruption or endanger themselves or others if travelling
However, we do provide limited special assistance services to accommodate customers
who need to travel with a service dog and for customers who require a wheelchair (see
5.3), customers who are blind or vision impaired, customers who are deaf or hearing
impaired. If you need to use these special services please make arrangements through
Jetstar Reservations. Other animals will not be carried unless required by law.
Accompanying Passenger means a paying Passenger who, in our reasonable opinion, can
travel independently and is able to and will provide the appropriate assistance,
supervision, or both, as is required for the particular customer they are accompanying.
As a guide, Jetstar generally will not consider a passenger to be an appropriate
Accompanying Passenger for a child unless the passenger is at least 15 years old.
4.6 Seat Allocation
Although we will try to accommodate your seat reservation request, Jetstar does not
guarantee you any particular seat. We can change your seat at any time, even after you
have boarded the aircraft, including for safety, security or operational reasons.
If we need to ask you to downgrade your class of travel for any reason, we will:
- Provide you with an appropriate refund of the fare difference (or frequent flyer
points if applicable); or
- Provide you with a reasonable alternative flight on our services.
5.1 What your fare covers
Your fare covers the flight(s) for you and your applicable Baggage Allowance:
- from the airport at the place of departure specified in your Booking
- to the airport at the place of destination specified in your Booking.
5.2 What your fare does not cover
Your fare does not include ground transport between one airport and another or
between the airport and any other place. Meals and refreshments are not included in
your fare unless the applicable fare rules provide otherwise (for example for StarClass
fares or codeshare services).
5.3 Carriage of Wheelchairs and Service Dogs
Your fare also covers carriage of your service dog or wheelchair, if you require one
to travel. Please notify Jetstar Reservations of your requirements when you
make your Booking. Limits may apply.
5.4 Non-refundable fares
Some fares types are non-refundable . Please refer to the applicable fare rules for
Even if your fare is non-refundable, if you do not travel you may be able to claim a
refund of certain charges or taxes excluding fuel and insurance surcharges. If there is
a charge or tax which Jetstar collects on a per passenger basis to remit to an airport
or taxing authority, and we do not have to remit that amount as a result of you not
travelling, we will refund that amount to you, after deducting a reasonable
administration fee (seejetstar.com for current fees). If the administration fee
reasonably incurred exceeds the amount of the refund, no refund will be paid.
5.5 Paying for your Booking
You or someone on your behalf must pay for your Booking, which means that payment
must be made for:
- the applicable fare
- any other applicable surcharges, fees or taxes, and
- any applicable amounts relating to changes to your Booking, which may include
change fees and fare differentials.
You must pay for your Booking in the currency specified by Jetstar.
5.7 Charges and taxes
The price of your Booking may include significant amounts of surcharges, fees and
taxes. You may also be required to pay additional charges, fees and taxes not marked on
the Itinerary and Tax Invoice direct to third parties.
6.1 Ticket not transferable
You must not give or sell your Booking to anyone else to use. A Booking is not
transferable to another person. If someone else presents themselves to travel on your
Booking and we discover that that person is not you, we may refuse to carry that
person. However, if we do not discover that the Booking has been transferred and as a
result carry the person, we are not obliged to replace your Booking or give you a
refund. The applicable fare rules may permit you to change the passenger name and
create a new Booking if you pay any applicable fare difference and change fees.
6.2 Booking and travel dates
(a) No open Bookings
Unless the fare rules provide otherwise, you cannot hold an open Booking. Your
Booking must be for travel on a specific flight.
(b) Frequent Flyer redemption travel
Frequent Flyer redemption bookings are valid for one year from the date of the first
Booking . Any changes you make to your Booking must be for a flight within this
6.3 Booking Reference
You must keep your Booking Reference secure so that no one else can attempt to use
7.1 Baggage allowance
You may carry some Baggage free of charge provided you comply with our Baggage
requirements which are set out below. These allowances are subject to any restrictions
imposed by government or airport authorities. Please check before departure for any
restrictions applicable to your specific flights
Cabin Baggage: JetSaver Light, JetSaver, JetPlus & JetFlex
passengers are permitted to 1 main piece of Cabin Baggage and one small item (see
below) up to a maximum total combined weight of 10kg for each passenger.
StarClass passengers are permitted an additional 1 main piece of Cabin Baggage,
provided that each single main item does not exceed 10kg, and the Cabin Baggage has a
maximum total combined weight of 20kg for each passenger.
For infants without a seat booking, no cabin baggage allowance is applicable.
If a seat has been booked for an infant, an approved infant car seat is permitted in
addition to the applicable cabin baggage allowance for that fare. Infant food for
consumption inflight may be carried.
Dimensions of main items must not exceed 56cm (width) + 36cm (height) + 23cm (depth)
for an overnight bag, large laptop bag or briefcase, or 11cm (height), 60cm (width) and
114cm (length) for a suit pack or garment bag (measured unfolded).
- Small item may be a small handbag, laptop computer, pocket book or purse, coat,
umbrella, or for international flights, duty free goods (where permitted). Small
items must fit under the seat in front of you.
- Laptops in larger computer bags are considered a main item of cabin
Each main item must be able to fit in an enclosed storage compartment in the cabin of
the aircraft and each small item must fit under the seat in front of you.
- If any piece of Baggage does not comply with any of these conditions, it must be
checked in to the aircraft hold or may not be carried on your flight. Conditions and
Checked Baggage: JetSaver Light fares do not include a Checked
Baggage Allowance. Cabin Baggage limits are strictly applied so JetSaver Light
passengers who have more Baggage than the applicable Cabin Baggage Allowance will need
to change to a JetSaver fare. Conditions and charges apply. Call Jetstar Reservations
for more details.
Each Passenger travelling on a JetSaver, JetPlus or JetFlex fare may check in up to
20kg of Baggage for carriage in the aircraft hold at no additional charge. Each
Passenger travelling on a StarClass fare may check in up to 30kg of Baggage for
carriage in the aircraft hold at no additional charge.
Charges will apply to all Checked Baggage in excess of the Checked Baggage allowance
(ie. above these allowances). Current charges can be found here.
Jetstar may not be able to carry your excess baggage.
- Passengers must ensure all Baggage is packed appropriately before being presented
at check in
- No single item may exceed 32kg in weight
- Bulky items (maximum 1.9 metres for A320 or A321 aircraft, maximum 2.77
metres for A330 aircraft), including but not limited to bicycles, surfboards, skis,
golf clubs, snow boards, may be included within the allowance, subject to space
- Passengers who anticipate having bulky items, excess baggage or require extra
assistance should arrive at the airport to check in at least 2 hours prior to the
scheduled departure time for flights departing from a domestic terminal and 3 hours
prior to the scheduled departure time for flights departing from an international
- In addition to the allowance Jetstar will carry at no additional charge in the
hold a fully collapsible wheelchair and/or mobility aid for you if you are dependent
- In addition to the allowance Jetstar will carry at no additional charge in the
hold baby accessories such as a pram and portable cot, if you are travelling with an
- All Baggage allowances are subject to occupational health and safety requirements
and aircraft limitations
- Jetstar may refuse to carry any piece of Baggage that does not comply with the
7.2 Prohibited items
We will not carry, and you must not try to bring on board the following prohibited
- items prohibited by any applicable national or international law, regulation or
- weapons of any type (except see 7.3 )
- items which are likely to endanger the aircraft or persons or property on board
the aircraft, or items that may become or are dangerous, such as those items
specified in the International Civil Aviation Organisation (ICAO) Technical
Instructions for the Safe Transport of Dangerous Goods by Air, and the International
Air Transport Association (IATA) Dangerous Goods Regulations. Further information is
available from us on request
- any other items which we have identified to you as prohibited items including but
not limited to items we reasonably determine are unsuitable for carriage because they
are dangerous, unsafe or because of their weight, size, shape or character, or which
are fragile or perishable
- brief cases and attache cases incorporating dangerous goods such as lithium
- pyrotechnic devices, disabling devices such as mace, pepper spray, etc containing
an irritant or incapacitating substance are totally forbidden.
If we discover that you are carrying prohibited items, we may do whatever we
consider appropriate and what is reasonable in the circumstances, including disposing
of the item without notifying you.
We will not be responsible for any loss or Damage caused to any prohibited items if
they are brought on board despite being prohibited items.
We may agree to carry firearms and ammunition for hunting or sporting purposes as
Checked Baggage. If we do, these must be packed in accordance with all applicable
national and international laws and regulations. Our approval may be withheld at our
sole discretion. Applications for the carriage of firearms and ammunition for hunting
or sporting purposes must be submitted at least 2 working days prior to your
anticipated departure date.
7.4 Restrictions on checked baggage
You must not include in your Checked Baggage:
- fragile, delicate or perishable items
- items with a special value, such as money, jewellery, precious metals,
- negotiable papers, share certificates, securities or other valuable
- electronic equipment
- commercial goods or business documents, or
- passports and other travel documents.
As our liability is limited (see 14 ), we will not be liable for any inconvenience
or Damage you suffer if you have ignored our requirements and included the item/s as
7.5 Restrictions on cabin baggage
All Cabin Baggage must comply with all applicable size and weight restrictions. You
must not include in Cabin Baggage knives, sharp objects or cutting implements of any
kind and any length, whether of metal or other material, knitting needles, or sporting
goods. These items must be packed in your Checked Baggage. They cannot be carried in
your Cabin Baggage or on your person. If they are, the articles will be removed and not
Passengers carrying hypodermic needles will need to declare them at the screening
point. Where possible documentation or identification to confirm the Passenger’s
medical condition should be produced. Medication should have a professionally printed
label identifying the medication or a manufacturer’s name or pharmaceutical label
affixed. Please contact Jetstar should you have a question.
We do not accept any responsibility for items which we refuse to carry and which are
not carried as Checked Baggage.
7.6 Excess baggage
You must not take on board more Cabin Baggage than allowed (see
7.1). Charges will apply to all Checked Baggage in excess of the Checked
Baggage allowance. Click
here for current charges. Jetstar may not be able to carry your excess
Jetstar, government or airport officers may:
- require you to submit to clothing and body searches
- require you to submit your Baggage to searches or inspections, and
- search or inspect your Baggage with or without you.
As a result of a search, or if you refuse to submit yourself or your Baggage to a
search, we may refuse to carry you and your Baggage, and may deliver your Baggage to
government or airport officers.
Except as otherwise provided by the relevant Convention or other applicable law, if
a search or screen causes Damage to you, or a search, screening or x-ray causes Damage
to your Baggage, we will not be liable for the Damage unless it was caused by our
8.1 Check-in Deadline
For flights departing from a domestic terminal, check in will close 30 minutes
before scheduled departure and for flights departing from an international terminal, 60
minutes before scheduled departure. You will not be able to check-in after these
Check-In Deadlines. Arrival after these Check-In Deadlines may result in you forfeiting
the entire fare paid. Once checked-in, you must be at the boarding gate for flights
departing from a domestic terminal at least 25 minutes before the scheduled departure
time and for flights departing from an international terminal at least 40 minutes
before the scheduled departure time. The aircraft will not be held for you if you
arrive late at the boarding gate. You cannot check in at the boarding gate.
8.2 At check-in
All Passengers, including children, must present their Booking Reference, any
necessary travel documents (see 3.1) and acceptable forms of identification at
check-in. For infants not requiring their own seat, proof of age (under 2) may be
required, such as birth certificate. If you do not provide necessary travel
documentation and form of identification at check-in, then you may not be allowed to
travel. For all international travel a valid passport with the required validity period
will be required.
At check-in we will issue your boarding pass and Baggage Check for any Checked
Baggage. Keep these with you throughout your travel.
8.3 If you are late
If you arrive late at check-in or the boarding gate (see 8.1), you will forfeit your
Booking and no refund will be paid, unless otherwise provided in the applicable fare
rules, or these Conditions of Carriage, or otherwise notified by Jetstar or required by
law. Except as otherwise provided in the Convention or any applicable laws, we are not
liable to you for any loss or Damage you may suffer as a result of your late
9. SCHEDULES, LATE OR CANCELLED FLIGHTS
(a) Jetstar does not guarantee it will be able to carry you and your Baggage in
accordance with the scheduled date and time of the flights specified. Schedules may
change without notice for a range of reasons including but not limited to bad weather,
air traffic control delays, strikes, technical disruptions and late inbound aircraft.
Flight times do not form part of your contract of carriage with us.
(b) Before we accept your Booking, we or our Authorised Agents will tell you the
scheduled departure time of your flight and it will be shown on your Itinerary and Tax
Invoice. We may need to change the scheduled departure time of your flight after your
Itinerary and Tax Invoice has been issued. If you give us or our Authorised Agents
contact information, we or they will try to let you know about any changes.
(c) If, after you pay for your Booking, we make a significant change to the
scheduled departure time of your flight or the flight is cancelled (except where this
is due to circumstances beyond our control) and:
- this change means you are unable to use your Booking for its intended purpose;
- we or our Authorised Agents cannot book you on another flight which you are
prepared to accept;
we will give you a fare refund. Unless otherwise required by law, we will not be
responsible for paying any costs or expenses you may incur as a result of the changed
time or cancellation.
9.2 Changes due to circumstances beyond our control
Where a delay or cancellation is caused by circumstances beyond our control, whether
you have checked in or not, Jetstar will try to assist you to get to your destination,
but will not be responsible for paying any costs or expenses you may incur as a result
of the delay or cancellation, unless otherwise required by law.
9.3 No flight connections provided
Unless you have been advised otherwise by Jetstar, you must collect your Checked
Baggage after each individual flight. It is the Passenger’s responsibility when
making Bookings to allow time for Baggage collection and recheck. Please
see jetstar.com for more information.
10. REFUSAL OF CARRIAGE/DENIED BOARDING
10.1 Refusal of carriage
Even if you have a Booking, we may refuse to carry you and your Baggage if any of
the following circumstances have occurred or we reasonably believe will occur:
- if carrying you or your Baggage may put the safety of the aircraft or the safety
or health of any person in the aircraft in danger or at risk
- if carrying you or your Baggage may materially affect the comfort of any person
in the aircraft
- if carrying you will break government laws, regulations, orders or an immigration
direction from a country to which you are travelling or are to depart from
- because you have refused to allow a security check to be carried out on you or
- because you do not appear to have a Booking
- if you fail to comply with any applicable law, rule, regulation or order or these
Conditions of Carriage
- if you fail to complete the check-in process by the required time
( 8.1 ) or fail to arrive at the boarding gate on
- because you have not obeyed the instructions of our ground staff or a member of
the crew of the aircraft relating to safety or security
- because you have not complied with our medical requirements
(see 3.4 )
- because you require special assistance and you have not previously made
arrangements for (see 4.5 )
- if you are drunk or under the influence of alcohol or drugs
- if you are, or we reasonably believe you are, in unlawful possession of
- if your mental or physical state is a danger or risk to you, the aircraft or any
person in it
- if you have used threatening, abusive or insulting words towards our ground staff
or a member of the crew of the aircraft or otherwise behaved in a threatening
- if you have committed a criminal offence during the check-in or boarding
processes or on board the aircraft
- if you have deliberately interfered with a member of our ground staff or the crew
of the aircraft carrying out their duties
- if you have put the safety of either the aircraft or any person in it in
- if you are not wearing footwear
- if you have made a threat
- because you have committed misconduct on a previous flight and we are not
satisfied that misconduct will not recur .
- because you cannot prove you are the person specified in the Booking on which you
wish to travel
- because your Booking:
- is not paid for
- has been transferred
- has been acquired unlawfully
- has been acquired from someone other than us or an Authorised Agent
- contains an alteration which has not been made by us or an Authorised Agent
- is counterfeit or otherwise invalid.
- if you attempt to enter a country in which you have landed as a transit passenger
- if you have refused to give your travel documents to a member of our staff or
allowed us to copy your travel documents, or you have destroyed your travel documents
during the flight
In any of the situations in this 10.1, we may remove you
from a flight, even after you have boarded, without any liability on our part, and
cancel any subsequent flights on us on your Itinerary and Tax invoice.
10.2 Notice of refusal to carry you
We will be entitled to refuse to carry you and your Baggage if we have notified you
in writing that we will not carry you on our services. The notice will give details of
the period for which it will apply and will ask you not to make a Booking or ask or
allow anyone to do so for you. If you try to travel while the notice is in force, we
will refuse to carry you.
If you are denied boarding due to overbooking of a scheduled flight for which you
have a Booking, we will try to get you to your destination within a reasonable time of
your original scheduled arrival time. If we do not, we will provide compensation and
any care required by any law which may apply or in accordance with our policy if there
is no applicable law. This 10.3 does not apply if you fail to meet the Check-in
Deadline and boarding requirements in 8.1 or we exercise our right to refuse to carry
If we are unable to accommodate your Cabin Baggage Allowance, we may ask you if we
can stow it in the aircraft hold as Checked Baggage. In these circumstances you will
not be charged for the relevant Checked Baggage.
11. CONDUCT DURING FLIGHT
11.1 Obey directions
To maximise Passenger comfort, safety and security, you must comply with the
following requirements, and all other directions of any crew member on your Jetstar
flight, when on board:
- stow Cabin Baggage under the seat in front of you or in the overhead lockers
- take care when you open overhead lockers, since Cabin Baggage may move during
- keep your seatbelt fastened when seated
- remain seated with your seatbelt securely fastened during turbulence
- stay seated as directed, in particular while the aircraft is moving on the
- do not operate any electronic devices including cellular telephones, laptop
computers, recorders, radios, CD players, electronic games, laser products or
transmitting devices, walkie-talkies, remote or radio controlled toys that could
interfere with the flight. If you fail to comply with our requests in this regard, we
may retain the device until the end of the flight. Hearing aids and heart pacemakers
- do not smoke
- if you drink alcohol, drink only in moderation and only alcohol served on your
Jetstar flight as part of its inflight bar service. Consumption of alcohol purchased
prior to your flight is not permitted onboard the aircraft
- use infant restraints as directed, and
- do not behave in a manner to which other Passengers may reasonably object.
11.2 Control of Passengers
We will take all reasonable steps to maintain the comfort, safety and security of
all Passengers. If necessary, we may restrain you or remove you from any flight
anywhere, for example if you:
- conduct yourself so as to endanger the safety of the aircraft or any person or
property on board
- obstruct, or fail to comply with any direction of, any crew member
- behave in a manner to which other Passengers may reasonably object
- interfere with a crew member who is performing his or her duties on board an
- tamper or interfere with the aircraft or its equipment
If we offload you, you may be refused further carriage on Jetstar and may be
prosecuted for any offences committed on board the aircraft.
11.3 Diversion costs caused by unacceptable behaviour
If as a result of your behaviour we divert the aircraft to an unscheduled
destination and make you leave the aircraft, you must pay us the reasonable costs of
11.4 Smoking prohibited
Smoking is not permitted on any Jetstar aircraft.
12. AFTER THE FLIGHT
12.1 Collect your Checked Baggage
You must collect your Checked Baggage as soon as it is available for collection.
12.2 If you cannot find your Checked Baggage
If you cannot find your Checked Baggage, produce your Baggage Identification Tag to
us. Only the person to whom the Baggage Identification Tag was issued is entitled to
collect that Baggage.
12.3 Release of Checked Baggage by us
If we have Baggage you claim is yours but you do not have the Baggage Identification
Tag, we will release the Baggage to you only if you:
- produce adequate proof of entitlement to it
- undertake in writing to us that you will reimburse us for any loss, damage or
expense incurred as a result of that release, and
- comply with any other reasonable directions given to you by us .
12.4 Disposal of Baggage by us
If you do not collect your Checked Baggage and you have not claimed it within 28
Days after your flight, we may sell or otherwise dispose of it without notifying you
and without liability on our part.
We are not liable for any loss you may suffer as a result of your leaving any
belongings on an aircraft when you disembark (unless the loss was caused by our fault)
or in the airport terminal or lounge.
12.5 If you collect the wrong bag
If you pick up the wrong bag from the Baggage carousel, it is your responsibility
immediately to return the bag at your own cost to the baggage claims officer or airport
manager at the airport where you collected it.
13. REFUSAL OF ENTRY AND FINES
13.1 Refusal of entry
If you are refused permission to enter a country and if a government authority
orders us to return you to your place of origin or remove you to another country:
- you must pay for any detention costs and the return or other fare
- we may, at our discretion, set off any refund owing to you, including for Booked
but unused flights, against the amount of that return or other fare (if unpaid);
- we will not refund the fare for carrying you to the place where you were denied
13.2 Reimbursement of costs
If we are ordered to pay any fine or penalty at any time, or incur any expense,
costs, loss or Damage ("losses") by reason of you being denied entry into any country,
or because of your failure to comply with any law, regulation, order or requirement, or
because of your behaviour, health or medical condition, you must reimburse us for all
losses plus all legal costs and other expenses reasonably incurred. We may, at our
discretion, set off any refund owing to you for Booked but unused flights against any
14. LIABILITY FOR DAMAGE
14.1 Our Conditions of Carriage
These Conditions of Carriage govern our liability to you. The liability of any other
Carrier involved in your journey will be determined by their own conditions of
14.2 Our liability for your death, injury or delay
- Where your travel is wholly within Australia with no international sectors, it is
subject to the provisions of the Civil Aviation (Carriers’ Liability) Act 1959
as amended (or any replacement legislation) or complementary State legislation. Our
liability for your injury or death is limited to AU$500,000.
(b) International Carriage
- In the case of passenger delay;
(i) where the Warsaw Convention applies, we will be liable for recoverable Damage
except when we can prove that we took all necessary measures to avoid the Damage
or that it was impossible for us to take such measures;
(ii) where the Montreal Convention applies, we will be liable for recoverable
Damage except when we can prove that we took all measures that could reasonably
be required to avoid the Damage or that it was impossible for us to take such
measures. Our liability under the Montreal Convention is limited to 4,150 SDRs
(about AU$7,200) for travel before 30/12/09, or, for travel on or after 30/12/09,
4,964 SDR’s (about AU$8,100).
(c) New Zealand
- Where your travel is wholly within New Zealand and is not International Carriage:
(i) our liability for death or injury will be excluded for any Passenger who at
the time of the accident has cover in respect of personal injury arising from the
accident under Part 2 of the Injury Prevention, Rehabilitation, and Compensation
(ii) any liability arising under the terms of carriage (see 2.3), or at common
law, or under the provisions of any Acts of Parliament, regulations, or local
authority by-laws for any injury or death that is not covered by Part 2 of the
Injury Prevention, Rehabilitation, and Compensation Act 2001 will be limited to a
sum not exceeding NZ$100,000 (including all legal costs), whether or not such
liability was caused by our negligence.
(iii) our liability for any Damage sustained by you due to delay in your carriage
is limited to the amount of Damage proved to be sustained by you as a result of
the delay, or an amount representing 10 times the sum paid for the carriage,
whichever amount is smaller.
(d) European Community
If your Ticket was purchased in the European Community and your travel is from or to
a point in the European Community:
- we will, without delay and in any event not later than 15 days after the identity
of the natural person entitled to compensation has been established, make such
advance payments as may be required to meet immediate economic needs on a basis
proportionate to the hardship suffered
- an advance payment will not be less than the equivalent of 15,000 SDRs (about
AU$26,250 or EUR16,000) per Passenger in the event of the death of a Passenger
- an advance payment does not mean that we admit liability and it may be offset
against any subsequent sums paid on the basis of our liability
An advance payment is not returnable unless:
- we prove that the damage was caused or contributed by negligence of the Passenger
or the person who received the payment, or
- we prove that the person who received the payment was not entitled to
- We are not responsible for any illness, injury or disability, including death,
attributable to your physical condition or for the aggravation of such
14.3 Our liability for damage to your baggage
- We will be liable only for Damage occurring during air Carriage booked on our
Airline Designator Code. If we check Baggage on the flight of another carrier, we
only do so as agent for that Carrier. Nevertheless, with respect to Checked Baggage,
you may also have a right of action against the first or last Carrier.
- We are not liable for any Damage to your Cabin Baggage unless such Damage is
caused by our negligence.
- We are not liable for any Damage caused by your Baggage. You are responsible for
any Damage caused by your Baggage to other persons or property, including our
- We are not liable for normal wear and tear of Baggage such as small scratches,
scuffs, dents and cuts.
- Except to the extent required by law, we are not liable for Damage to items which
you are asked not to include in your Checked Baggage
- If the weight of your Checked Baggage is not recorded on your Baggage Check we
will presume it is not more than the applicable Baggage Allowance.
- Where your travel is wholly within Australia and is not International Travel, it
is subject to the provisions of the Civil Aviation (Carriers’ Liability) Act
1959 as amended (or any replacement legislation) or complementary State legislation.
Our liability for loss or Damage is limited to A$1,600 per Passenger for your Checked
Baggage and A$160 per Passenger for your Cabin Baggage.
(c) International Carriage
- Our liability for Damage to Checked Baggage is limited by the Convention except
where you prove that the Damage resulted from an act or failure to act either done
with the intention to cause damage or recklessly and with knowledge that damage would
- Where the Warsaw Convention applies, the limit is 250 francs (about AU$32) for
each kilo of your Checked Baggage affected and 5,000 francs (about AU$640) for your
Cabin Baggage, unless Article 25 of the Warsaw Convention applies, in which case
these limits do not apply.
- Where the Montreal Convention applies, the limit is 1,000 SDRs (approximately
AU$1,750) for travel before 30/12/09, or, for travel on or after 30/12/09, 1,131 SDRs
(about AU $1,950) cumulative for both Checked Baggage and Cabin Baggage, unless
Article 22.5 of the Montreal Convention applies, in which case these limits do not
apply. In the case of Checked Baggage, we will not be liable if the baggage was
defective. We will only be liable for Cabin Baggage if we were at fault.
- If neither the Warsaw nor the Montreal Convention applies, different limits may
(d) New Zealand
- Where your travel is wholly within New Zealand and is not International Carriage,
our liability for loss or Damage is limited to NZ$1,500 per unit of Checked Baggage.
We will not be liable for any loss or Damage to Cabin Baggage, subject to any rights
you may have under the Consumer Guarantees Act 1993.
14.4 Liability for breach of condition or warranty
To the extent permitted by law, we exclude all liability for any costs, expenses,
losses or Damages whatsoever that may arise in any way in connection with the carriage.
If the Trade Practices Act 1974 (Cth) or any similar law implies a condition or
warranty that cannot be excluded, our liability for a breach of the condition or
warranty will be limited to either supplying the services again or paying the cost of
having the services supplied again, as determined by us in our absolute discretion.
15. CLAIMS BY YOU
15.1 Death or personal injury claims
- If you wish to make a claim against us relating to personal injury or death, you
or your personal representative should notify us in writing as soon as possible.
- Where your travel is wholly within New Zealand: If at the time of the accident
you have cover in respect of personal injury arising from the accident under Part 2
of the Injury Prevention, Rehabilitation, and Compensation Act 2001, you or your
personal representative should lodge a claim in the manner provided in the Injury
Prevention, Rehabilitation, and Compensation Act 2001.
15.2 Baggage claims
Any claim for loss of or Damage to Checked Baggage or Cabin Baggage must be made in
writing within the following timeframes: Domestic Carriage:
- 3 days in the case of Damage to or loss or destruction of part only of an item of
Checked Baggage, after the date of receipt of the remainder of the item;
- 21 days in the case of loss or destruction of the whole of an item of Checked
- 3 days in the case of Damage to or loss or destruction of Cabin Baggage.
- 7 days in the case of Damage to your Checked Baggage;
- 21 days in the case of delay of an item of Checked Baggage from the date on which
the Baggage has been placed at your disposal;
If you miss these deadlines, you will lose any right to claim.
If you wish to make a claim against us for loss or Damage to Checked Baggage or
Cabin Baggage, please present the Baggage at the arrival airport.
15.3 Clothing damage
Any incident involving Damage to your clothing worn or taken into the aircraft cabin
must be immediately reported to our cabin crew.
15.4 Limitation of claims
Unless otherwise required by law or your right to claim for Damages has expired
earlier as provided elsewhere in these Conditions of Carriage, you will have no right
to claim for Damages if court proceedings are not brought within two
- the date of your arrival at your destination
- the date the aircraft should have arrived, or
- the date on which your carriage stopped.
- We are not liable for any Damage arising from our compliance with any laws or
government regulations or your failure to comply with the same.
- These Conditions of Carriage (including any exclusion or limitation of liability)
apply to and are for the benefit of our Authorised Agents, employees and
representatives and agents to the same extent as they apply to us.
- The total amount that you can recover from us, our Authorised Agents, employees,
representatives and agents will not be more than the total amount of our liability,
- Except where these Conditions of Carriage provide otherwise, our liability, if
any, is limited to proven compensatory Damages. We will not in any circumstances be
liable for indirect or consequential Damages and in no event will our obligations
exceed any liability specified in these Conditions of Carriage.
- Nothing in these Conditions of Carriage:
- except where we say otherwise, gives up any exclusion or limitation of liability
to which we are entitled under any laws which may apply, or
- gives up any defence available to us under any laws which apply including against
any public social insurance body or any person liable to pay, or who has paid,
compensation for the death, wounding or other bodily injury of a Passenger.
- To the extent permitted by law, Jetstar excludes all liability for any costs,
expenses, losses or Damages whatsoever that may arise in any way in connection with
- Despite any translation of these Conditions of Carriage into another language,
the English version of these Conditions of Carriage will prevail.
17 Our name and address
Our name may be abbreviated to "JQ" (our Airline Designator Code) on the Itinerary
and Tax Invoice. Our address is Jetstar Airways Pty Limited, (ABN 33 069 720 243) GPO
Box 4713 , Melbourne VIC 3001, Australia.