Jetstar pays close attention to your handling so that your baggage will not be damaged, lost, or lost, but in the event of breakage, late arrival or loss, Jetstar We will deal in good faith based on the carriage agreement and international treaty of each operating company of the group.

When you arrive at your destination airport, if you are aware of breakage, late arrival or loss of checked baggage or in-flight baggage, immediately contact the Jetstar service desk or baggage counter at the arrival airport. If you notice after leaving the airport, please click the Start Live Chat button to declare it within the declaration deadline. Please note that it may not be possible to respond to the declaration contents if the declaration deadline is passed.

If your baggage is damaged, you will need to check the state of the baggage you declared. Please present baggage to Jetstar staff at service desk or baggage counter within the deadline or please click the Start Live Chat button.

For inquiries on lost or forgotten objects in the lounge, please click the Start Live Chat button.

Hours of operation for breakage, late arrival and lost baggage is from 9am – 9pm JST (Japan Standard Time).

Declaration deadline

Japan Domestic Line - Jetstar Japan (GK)

  • In case of damage: Within 3 days from receipt of baggage
  • In case of late arrival: within 21 days from receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport

International Line - Jetstar Japan (GK)

  • In case of damage: Within 7 days from receipt of baggage
  • In case of late arrival: within 21 days from receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport

International flights - Jetstar Airlines (JQ)

  • In case of damage: Within 7 days from receipt of baggage
  • In case of late arrival: within 21 days from receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport

International flights - Jetstar Asia Aviation (3K)

  • In case of damage: Within 7 days from receipt of baggage
  • In case of late arrival: within 21 days from receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport

Australia / New Zealand domestic flights - Jetstar Airways (JQ)

  • In case of damage: Within 3 days from receipt of baggage
  • In case of late arrival: within 21 days from receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport

Vietnam Domestic Line - Jetstar Pacific Airways (BL)

  • In case of damage: Within 24 hours from receipt of baggage
  • In case of late arrival: Within 3 days of receipt of baggage
  • In case of loss: Within 21 days of your arrival at the airport