Jetstar Japan is committed to providing a consistent customer experience and to looking after your comfort and minimising any inconvenience to you in the event of a delay.
Despite our efforts, sometimes disruptions are outside of our control for example, during adverse weather conditions, unusual air traffic control circumstances and congestion, government operating restrictions, or airport construction work and infrastructure limitations.
For Jetstar Japan operated international flights to or from the Philippines that are delayed at an airport in the Philippines, Jetstar Japan will follow this Tarmac Delay Contingency Plan in accordance with the Civil Aeronautics Board (CAB) Resolution No. 49 (BM 06-08-16-2016) requiring the deplaning of passengers and promoting their convenience on occasion of long tarmac delays.
1. We will do our best to ensure your comfort and convenience on board our aircraft, especially in the event of lengthy tarmac delays.
2. We will immediately commence our procedures for deplaning passengers after the plane has been on the tarmac for two (2) hours (calculated from the time aircraft door is closed or upon landing with the doors closed and passengers cannot disembark), and complete deplaning no more than four (4) hours after the plane has been held at the tarmac. Nevertheless, please be aware that we may exceed these time frames if:
(a) the pilot-in-command determines that there is a safety or security reason why the aircraft cannot leave its position on the tarmac to allow passengers to disembark;
(b) Air Traffic Control advises that returning to the gate, or permitting passengers to disembark at another point, would significantly disrupt airport operations; or
(c) In the case of flights departing the Philippines, the pilot-in-command receives a notice that the flight will be able to depart no more than 2 hours and 30 minutes after being on the tarmac.
3. If we have reason to believe that we will not be able to return to a gate to comply with the timeframes above, we will make reasonable attempts to deplane passengers earlier.
4. We will provide adequate food and potable water no later than two hours:
(a) after the aircraft leaves the departure gate in the case of departure; or
(b) touches down on arrival at the airport, if the aircraft remains on tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
5. We will provide operable lavatory facilities, as well as adequate medical attention if needed, while the plane is on the tarmac.
6. We will provide passengers on the delayed flight with notifications regarding the status of and reasons for the delay, if known, every 30 minutes starting half an hour after the scheduled or communicated departure time or arrival time as applicable. The announcements will include, where available:
(a) any advice from airport authorities about the delay;
(b) information as to the status of the flight or delay thereof;
(c) the reason for the delay; and
(d) any other relevant information.
7. If we do deplane our flight due to a tarmac delay, we will:
(a) advise all passengers on board of the actual procedures to be undertaken;
(b) provide, as much as practicable:
(i) accommodation, when necessary;
(ii) food; and
(iii) communication services to allow passengers to call relatives or make necessary arrangements for their remaining flights or other onward destinations; and
(c) provide timely and accurate updates regarding the status of your flight.
8. Jetstar Japan will provide sufficient resources to administer this Tarmac Delay Contingency Plan.
9. We will ensure this Tarmac Delay Contingency Plan has been coordinated with:
(a) The airports in the Philippines which Jetstar Japan operates to and from, as well as any diversion airports that we may use; and
(b) Relevant government agencies such the Bureau of Customs, Bureau of Immigration, Office of the Transport Security, and other airport authorities.
10. We will designate and maintain a person in authority or a point person to monitor the effects of the delay, to address passenger queries, and to provide guidance and updates on the status of the delay or cancelled flights, as the case may be.
11. Unless we advise passengers otherwise, in the case of Jetstar Japan marketed codeshare services (ie flights with a “GK” flight number that are operated by another carrier), the operating carrier’s tarmac delay contingency plan applies to any tarmac delay at a Philippine airport.