Customer options
Last Updated: 03/04/2020 12:52 AM
Got a question about changing flights or vouchers? Please check our FAQs.
If your flight is cancelled
We will contact you directly via email if your flight is cancelled to provide you with options. This will include a credit voucher to the full value of your untraveled Jetstar booking. Refer to the instructions in your email to access your options.
If your flight is not cancelled
We are also giving customers with existing domestic and international flight bookings the opportunity to cancel their booking now and receive a credit voucher.
The voucher offer is available until 30 April for bookings to travel up to 31 July 2020. It applies to Jetstar Airways domestic and international travel to and from Australia and New Zealand (excludes Jetstar Asia flights between Singapore and Darwin).
The Jetstar Airways voucher can now be redeemed 12 months from issue for travel up to a year ahead of the booking date. That gives customers up to two years to take their next trip with Jetstar.
Any customer who has already received a Jetstar Airways voucher since March 1 2020 will have the extension automatically applied and we'll contact these customers directly over the next few days to let them know. Don't worry if your credit voucher says 6 months, the expiry has been updated and you'll be able to redeem it over 12 months.
How to request your voucher
Due to the extremely high number of contacts we are receiving, the fastest and easiest way to request a voucher is by visiting Manage booking and following these steps:
- Enter your booking number and last name
- Select 'View other options'
- Select 'Request reimbursement'
- Select applicable flights and click ‘Reimbursement summary’
- Confirm your request
- The voucher will be emailed to you within 14 business days
Please note, if you are already checked in you will need to contact us via Live Chat to arrange a voucher.
For Jetstar Airways vouchers
The voucher can be redeemed in one booking only within 12 months of issue for travel within 12 months of the booking date. For Jetstar Asia vouchers, the voucher can be redeemed in one booking only within six months of issue, for travel within 12 months of the booking date.
Booking through travel agencies or third party websites
If your flights were booked through a travel agency or third-party website (for example Webjet or Expedia), you can also request a voucher by visiting Manage booking.
Jetstar Hotel & Package Bookings
Customers with Jetstar Hotel & Package Bookings should visit the following page for cancelation advice and options.
Jetstar Contact Centre
We are experiencing an exceptionally high volume of customer contacts and we ask that customers refrain from contacting us unless they are travelling within the next 48 hours or are otherwise directed to do so by us.. This will allow us to service customers who need us most urgently.
International Flights
Last Updated: 31/03/2020 01:28 AM
In response to the evolving COVID-19 situation and related government travel restrictions beyond our control, we are temporarily suspending all international flights until 31 May 2020 inclusive.
Flights temporarily suspended within New Zealand
Last Updated: 27/03/2020 03:40 AM
The New Zealand Government has announced it will introduce new travel restrictions that come into effect at 23.59 (NZDT) Friday 27 March. These restrictions include non-essential domestic air travel within New Zealand for at least the next month.
In light of this, Jetstar will be temporarily suspending all New Zealand domestic services after this time.
Customers with affected bookings will be contacted directly and offered a range of options, including a credit voucher to the full value of the untraveled Jetstar booking.