Travel Alerts

Jetstar Asia to temporarily suspend all services (23 March - 15 April)

Last Updated: 24/03/2020 10:31 AM

As a result of the introduction of new government restrictions across multiple jurisdictions in recent days, Jetstar Asia will suspend all services for a period of three weeks, from 23 March to 15 April 2020.

All Jetstar Asia passengers# with existing bookings for travel from 15 March to 30 April 2020* will be offered a refund to the full value of their untraveled booking in the form of a travel credit voucher.

Due to the high demand at our contact centre, the fastest and easiest way for customers to request a voucher is by visiting Manage My Booking and by following these steps:

  • Enter your booking number and last name
  • Click on the 'find out more' button
  • Select 'check flight options' button
  • Click 'view other options' button
  • Select 'request reimbursement'

The credit voucher can be redeemed up to the value stated on the voucher in one booking only within 6 months of issue, for travel on Jetstar within 12 months of the booking date. A fare difference, if any, will apply.

If your flights were booked through a travel agency or third-party website, you can also request a voucher by visiting Manage My Booking.

For more information, read our
FAQs

Note:  Customers should not call the contact centre as due to high demand, we are experiencing long call wait times.

# Passengers with a 3K booking to/from Australia or to/from Japan are requested to wait to receive a letter from Jetstar regarding available options before visiting Manage My Booking.

* The offer for passengers travelling between Singapore and Darwin is available for bookings to travel between 15 March and 31 May 2020 (inclusive). See notice on travel to/ from Australia.

Updated Travel Information (19 March, 2020)

Last Updated: 22/03/2020 12:23 PM

General Information
Please click here for COVID-19 related information, including travel restrictions, how Jetstar Japan is keeping you safe during this time, and our correspondences to the situation.

NETWORK ADJUSTMENTS
Domestic
Jetstar Japan has suspended some of its domestic services. Please click here for more details including options available for impacted customers.

International
Please click here for more details on Jetstar Group’s suspended routes in/out of Japan and special handling for those tickets.

Please note:

Currently, we have been receiving high volume of phone calls and messages through Live Chat at Jetstar contact centre and may take a while to respond. If not urgent, please try again later. Thank you very much for your cooperation and understanding.

(Last updated: 19 March, 2020, 19:00)

【Jetstar Japan】Special handling for tickets, flight suspension and reduction of flight frequency regarding COVID-19 (Last Updated 10 March, 2020)

Last Updated: 10/03/2020 07:12 AM

1. Special handling for domestic route tickets
Customers travelling on Jetstar Japan’s domestic network between 5 to 31 March 2020, are now able to opt for a free-of-charge date change or request a full refund in the form of a flight voucher. Details are as follows:

· Flights: Jetstar Japan operated domestic flights (flights starting with GK)

· Period: Flights departing between 5 March - 31 March 2020 inclusive

· Options: Free change of date on the same route until 28 April or a refund in the form of a flight voucher (valid for six months)

· How: Please read email sent from Jetstar or visit our website for more information

· Deadline: 19 March 2020


Please note:
· Booking number (PNR) and your Last Name will be necessary to enter.

· Free move can be made within 28 days from your original departure date. If you wish to change your flight beyond 28 days, please contact through Live Chat.

· If you made your booking through travel agency and cannot make free move via our website, please contact a travel agency you made booking.

For more information visit: https://www.jetstar.com/jp/en/help/articles/fare-rules
 

2. International flight suspensions
The following routes have been suspended (updated 2 March):

· Narita = Shanghai: GK 35/36 suspended between 5 February to 1 June

· Narita = Hong Kong: GK23/20 suspended between 23 February to 1 June

· Narita = Taipei: GK11/12 suspended between 2 March to 1 June

· Kansai = Hong Kong: Kansai = Hong Kong: GK63/64 suspended from 20 February to 27 March 2020 (suspension of the services from 22 February to 27 March 10 2020 announced on 7 December 2019)
 
Flight schedule changes will be notified through our website or to your registered email.

All customers impacted by this change will be contacted and will be able to;

A. Cancel their bookings and obtain a full refund or credit voucher (no fee charged)
     Please fill out this form for a full refund:
     https://jetstar.secure.force.com/apex/PrechatFormforRefundsEnglish


B. Or change to an alternative Jetstar Japan’s destination on the Jetstar Japan network (no fee charged, however fare difference may apply)

C. Or, offered the opportunity to change your flight to subsequent day (subject to availability, no fee charged, no fare difference)

As for the suspended flights for KIX=HKG, NRT transit flight will be available.


As for the suspended flights for NRT=TPE, KIX transit flight shall be available (KIX=TPE will be operated by Jetstar Asia).

We apologies for the inconvenience caused.

Should you have any questions, please contact through our Live chat.

 
3. Reduction of domestic flight frequency NRT = CTS
Jetstar Japan will reduce flight frequency of Narita = New Chitose from 8 March to 28 March. All impacted passengers will be contacted on their registered email address with the option including a full refund or free-of-charge change of flight.

We apologies for inconveniences caused. Should you have any questions, please refer to FAQ section.

Please note
Currently, we have been receiving high volume of phone calls and messages through Live Chat at Jetstar contact centre and may take a while to respond. If not urgent, please contact us again latter half of March or beyond. Thank you very much for your cooperation and understanding.

Updated Travel Information (Last Updated 5 March, 2020)

Last Updated: 05/03/2020 06:31 AM

Cleanliness of a cabin

Cabin air is taken from outside the aircraft, circulated within the cabin and changed every two to three minutes. In addition, all Jetstar Japan A320 aircraft are fitted with hospital-grade High Efficiency-Particulate Arrestors (HEPA) filtration systems which filter 99.999% of dust particles and airborne contaminants such as viruses and bacteria, significantly reducing the risk of virus spread.

 

Cabin Crew to Wear Face Masks and Gloves

As a precautionary measure, cabin crew may wear face masks and gloves on international and domestic flights.

 

Airport Ground Staff to Wear Face Masks

For our customers comfortableness, our airport ground staff may wear face masks during operating hours.

 

Strengthening Quarantine Measures

International airports have progressively announced that quarantine measures will be strengthened and may mandate health checks for passengers.

 

For details, please refer to the information posted by each airport.

 

Restriction on Entry to Japan

The Ministry of Land, Infrastructure, Transport and Tourism of Japan has announced that entry to Japan will not be permitted for passengers listed below, effective 2020 February 27 until further notice.

 

Ÿ   Passport holders issued by Hubei Province or Zhejiang Province, People's Republic of China.

Ÿ   Any non-Japanese passport holders visited Hubei Province or Zhejiang Province, People's Republic of China in the past 14 days at the time of arrival in Japan.

Ÿ   Any non-Japanese passport holders who boarded on the MS Westerdam and disembarked at Sihanoukville city, Cambodia.

Ÿ   Any non-Japanese passport holders visited Daegu Metropolitan City or Cheongdo county in North Gyeongsang Province, Republic of Korea in the past 14 days at the time of arrival in Japan.

 

For details please refer to the website of Immigration Services Agency of Japan.

 

Restrictions on entry conditions to countries other than Japan

Customers are advised to check the relevant information from embassies, consulates and health organizations of the destination country before they travel.

 

On selected routes, web check-in and use of KIOSK check-in machines at airport may be suspended.

 

Restrictions of carrying Disinfectant products in checked and carry-on baggage

The following disinfectant products have been prohibited for check-in and carry-on baggage and considered dangerous goods:

 

·         Cleverin (Stand-alone Type and Stick Pen Type), TAIKO Pharmaceutical product

·         Gel Type which is for hands or skin

 

 

(Last updated: 5 March, 2020, 15:30)

Check-in counter renovation at Narita International Airport (29Nov19-)

Last Updated: 06/11/2019 01:39 PM

From 29Nov19 until farther notice, Jetstar check-in counter renovation is scheduled to take place at Narita International Airport.

Therefore, check-in counter congestion is expected. Please use convenient online check-in to avoid hassle.

If you don
t have any checked in baggage, you can go straight to the boarding gate via security check.

If you check baggage, please proceed to baggage drop. We recommend you to arrive at the airport 90 minutes before departure.

 
Chat with one of our friendly Jetstar customer service staff.
We are currently experiencing exceptionally high levels of customer enquiries and really appreciate your patience at this time.
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