Your health and safety is our highest priority. As travel restrictions start to ease, we’ve introduced the Fly Well program; a series of new and existing wellbeing improvements designed to improve safety and help you feel comfortable about flying again.

Fly with confidence, fly well

At Jetstar, your health and safety has always been our highest priority. That’s why we introduced the Fly Well programme, a series of new and existing wellbeing measures designed to protect you - and your peace of mind - when you fly with us in this new travel era. Thank you for respecting each other and our team, and helping us create a safe and positive environment for everyone.

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Keeping you safe every step of your journey


Before you fly

Flying well starts before you even get to the airport. With all the key information at your fingertips from the get-go, you'll be better prepared for an enjoyable, hassle-free trip.

Travel checklist. Detailing everything you need to do before you fly -- from checking travel restrictions and completing entry documents, to choosing seating and pre-booking food or drinks -- our handy checklist makes preparing for your trip easy.

Passport. Travelling overseas? Be sure to check that your passport is still valid well before you depart. If it’s expired or has less than six months validity remaining, you’ll need to renew it.

Pre-departure emails. Sent in the lead up to your departure, these will explain what you can expect during your trip with us.

Online check-in and mobile boarding pass. Minimise contact with others by checking in online (via our website or app) and saving your mobile boarding pass.

COVID-19 Help Hub. We’ve created a 'one-stop information shop' answering all your questions about travelling with us in these changing times.

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At the airport

Your experience at the airport will be a little different to what you’re used to, due to changes we’ve made to safeguard your health all the way to the departure gate.

Contactless check-in and bag drop. Online check-in via our website or app, helps you avoid unnecessary contact at the service desk. Instead, just print your bag tag at any kiosk and head to our bag drop with your checked baggage. Travelling on an international flight? You’ll need to check in and drop your bags at one of the airport counters in the Departure area.

Hand sanitising stations. You’ll find these throughout the terminal for your peace
of mind.

Social distancing. This is in place for service desks, self-serve kiosks, waiting areas and elsewhere around the terminal.

Enhanced cleaning. High traffic areas throughout the terminal are being cleaned
thoroughly and frequently.

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At the departure gate

Fly Well has got you covered at the departure gate too, with new measures to make boarding as smooth and safe as possible.

Social distancing. Whether you’re in the waiting area or in the boarding queue, we’re encouraging social distancing to minimise crowding.

Hand sanitising stations. We’ve installed hand sanitising stations at our departure gates
where feasible.

Fly Well packs.  Please take a complimentary Fly Well pack before you board. The pack contains a face mask and sanitising wipes for your flight.

Self-scanning of boarding passes. To further reduce shared contact, we ask that you scan your own boarding pass. For best results, please ensure your screen brightness is set to high.

Enhanced cleaning.  Like elsewhere in the terminal, we’ve boosted our cleaning protocols at the departure gate.

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On the plane

Sit back, relax and rest assured: not only is the risk of in-flight transmission very low, but our suite of onboard wellbeing measures are designed to further protect your health while flying.

Fly Well pack. Wearing a face mask is compulsory for passengers flying between New Zealand and Australia and on all domestic New Zealand flights. You can use the mask from your Fly Well pack or use your own. The wipes in the pack are for use on board too.

Seating. While you’ll most likely be seated next to someone, the seating configuration on board our aircraft provides a natural barrier, as passengers do not face each other. We also ask that you keep your movement around the cabin to a minimum.

Cabin air. Hospital-grade HEPA air filters are fitted on all Jetstar aircraft, which remove 99.9% of all particles including viruses. Cabin air is also refreshed every few minutes, ensuring the highest possible quality.

Enhanced cleaning. We’ve adopted even higher standards of cleaning on board, with a disinfectant effective against coronaviruses and a focus on frequently touched surfaces. Our team members are trained in the latest hygiene protocols.

In-flight catering All your favourite hot meals and snacks are back! With our modified card-handling procedures, you can buy on board with confidence. (Or pre-order to ensure you get the meal of your choice).

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How you can stay healthy when travelling

Here are a few simple actions you can take to stay healthy while travelling.

Wear a mask on board

Wash your hands regularly

Use hand sanitiser

Cover your sneeze or cough with your arm

Face masks: what you need to know

Flights between New Zealand and Australia and all domestic New Zealand flights

Face masks are mandatory on all flights between New Zealand and Australia and all domestic New Zealand flights. You'll need to wear a mask at the boarding gate and throughout your flight, unless you're under 12 years old or have a medical condition that exempts you.

Your mask needs to cover your mouth and nose. You can use the mask from your Fly Well pack or bring your own.

If you’re feeling unwell

You should defer your travel plans if you’re feeling unwell and experiencing COVID-19 symptoms in the week leading up to your flight. Symptoms include:

  • fever, fatigue or aches
  • runny nose, cough or sore throat
  • shortness of breath.

Other reasons to defer travel:

  • you’ve tested positive for COVID-19 or you're waiting for COVID-19 results
  • you've been in close contact with someone who has tested positive.

Please contact us via Live Chat to discuss your options.

All our agents are currently busy or unavailable. Our English contact centre is open 7 days a week from 6am – 10pm (AEST).Please try again.

If your flights were booked through a travel agency or third-party website, please contact them directly.

More information

COVID-19 Help Hub
Travel alerts page

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