Jetstar aims to deliver an outstanding customer experience and your feedback is very important to us, good or bad. If you feel that you have not received the service you expect, or you would like to give us a compliment for the service we have provided, we'd like you to let us know.
Chat with us online
English-language contact centre available 7 days a week from 6am – 10pm AEST
We are available to chat with you Monday to Sunday, 9 o'clock to 21 o'clock (Japan Time) (excluding weekends and holidays, year-end and new year holidays) (Japanese)*
*Sometimes we may get a bit busy, but we’ll connect you to our Live Chat team as promptly as we can.
Our complaints handling process
How we resolve complaints
We aim to resolve all customer complaints on the spot via Live Chat. If we’re unable to do that on the day, you’ll get a case number and our Customer Resolutions Team will get back to you. We aim to provide an outcome or an update within 7 business days, but it can sometimes take up to 15 business days.
How we deal with urgent complaints
Most complaints are dealt with in the order they are received, but there are certain types of complaints, such as those relating to safety, which are always considered urgent. These complaints are given priority and we will work to respond to them as soon as possible. If you feel your complaint is urgent and requires priority, please speak with our Live Chat team who will do their utmost to assist.
What we do if you want your complaints investigated further
If our Live Chat team are not able to resolve your concerns or they are temporarily unavailable, we will refer your complaint to our Customer Care team. We will provide you with a Case ID reference number and your complaint will be allocated to a Customer Care Case Manager. Your Case Manager will communicate with you via phone and/or email. We will provide you regular updates on your case.
If you are not satisfied with our review of your complaint, or with the way in which our Customer Care team have handled the complaint, please advise by reply email that you would like the outcome reviewed.