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.

Flexibility for existing bookings

Last Updated: 22/03/2020 12:35 PM

The Singapore Ministry of Health (MOH) has introduced new precautionary measures for travel to Singapore.

From 16 March 2020, 2359 hours (SGT), all travelers (including Singapore Residents, Long Term Pass holders, and short-term visitors) entering Singapore with recent travel history to ASEAN countries, Japan, Switzerland, or the United Kingdom within the last 14 days will be issued with a 14-day Stay-Home Notice (SHN).

We understand that many people’s travel plans may be impacted and therefore Jetstar Asia's offering all customers with existing bookings for travel from 15 March to 30 April 2020* (inclusive) the option to cancel their booking and receive a credit voucher.

The offer applies to all 
Jetstar Asia (3K) international travel to and from Singapore. 

Requests can be made from 9am (SGT) on Tuesday 17 March 2020. 

Due to the high demand at our contact centre, we recommend the fastest and easiest way 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 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.

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

Network adjustment in response to COVID-19 (17 March)

Last Updated: 17/03/2020 12:25 PM

The wellbeing of our customers is, and always has been, our highest priority. In light of the Coronavirus outbreak, we have adjusted the number of flights on some routes and temporarily suspended others. We have also implemented a number of precautionary measures to ensure the health and safety of our customers and crew. 

We continue to monitor the situation closely and review our flights based on the advice of the World Health Organisation, Centre for Disease Control, and Singapore Ministry of Health. If there are any changes to your flight, you’ll be contacted directly to discuss your options.

If you are due to fly to or from Singapore, it’s important that you review the latest travel advice and meet immigration requirements. These travel requirements are subject to change and we recommend you stay up to date with the latest changes.

Please visit the Manage My Booking section of our website to ensure your contact details are up to date. 

TRAVEL TO/ FROM SINGAPORE (16 March)
The Singapore Ministry of Health (MOH) has introduced an extension of precautionary measures against the spread of COVID-19. From 16 March, 2359 hours, all travellers (including Singapore residents, long term pass holders and short-term visitors) entering Singapore with recent travel history to ASEAN countries, Japan, Switzerland, or the United Kingdom within the last 14 days will be issued with a 14 Stay-Home Notice (SHN).


TRAVEL TO/ FROM AUSTRALIA (15 March)

The Australian Government has recently announced travel restrictions for all passengers entering Australia. We understand that many people’s travel plans may be impacted and therefore Jetstar Asia is giving customers who are travelling to/ from Australia the ability to cancel their booking and receive a refund in the form of a credit voucher. 

The offer is available until 31 March for bookings to travel up to 31 May 2020.

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

Singapore - Darwin Passengers: 
Passengers with an existing Jetstar Asia (3K) booking for travel between Singapore and Darwin should NOT contact us via Live Chat. Due to high demand, we are experiencing long call wait times. The fastest and easiest way 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'. 
Connecting 3K passengers
Passengers travelling to/ from Australia on Qantas (QF) or Jetstar Airways (JQ) with a connecting Jetstar Asia (3K) flight should first try to arrange a credit voucher by following the steps above through 
Manage My BookingIf this is not available to your particular flight, please contact us via Live Chat so we can assist.

Note
If your flights were booked through a travel agency or third-party website, you will need to contact these companies directly to make changes to your booking. 


TRAVEL TO/ FROM VIETNAM (17 March)

In response to COVID-19, the Vietnamese Government has announced immediate immigration measures which restrict entry to travellers, including Overseas Vietnamese, who have travelled to or transited through ASEAN, the 26 Schengen Countries, Northern Ireland or the UK in past 14 days.

In addition, passengers flying into Vietnam may be required to complete a medical declaration form or and will be required to wear masks in public spaces, including airports. 

Please make sure you have a mask with you for your flight tomorrow as these will not be provided by Jetstar.

TRAVEL TO/ FROM MANILA (13 March)

The Philippines’ Government has recently introduced community-based quarantine restrictions that may impact domestic land, air and sea travel.

Customers travelling to or from Manila on a Jetstar flight between 15 March and 14 April (inclusive) who are impacted by the restrictions and need to change their travel plans may contact us via our Live Chat for the following options:

  • A full refund in the form of a Jetstar credit voucher
  • Free move to an available service on the same route, departing after 14 April 2020

TRAVEL TO/FROM TAIPEI, OSAKA (10 March 2020)

Jetstar Asia will suspend services between Singapore-Taipei and Singapore-Osaka via Taipei from 1 April to 31 May 2020, when the situation will be reviewed again.

All affected passengers will be contacted directly by SMS and/or email and offered the following options:

  • change travel dates at no charge to depart and return before 1 April 2020 or after 31 May 2020
  • arrange a voucher to the value of the original booking for travel anywhere on the Jetstar network
  • cancel their bookings and obtain a full refund

Customers can contact either Jetstar.com or their travel agent, depending on how they purchased their ticket for more information. 

Flights to Osaka with Jetstar Asia are still available via Manila or Clark in the Philippines.

TRAVEL FROM TAIWAN (20 February 2020)

The Taiwanese government is also advising citizens of Taiwan not to visit any countries with a warning level of ‘orange’, ‘red’, ‘alert’ or ‘warning.’ Customers departing Taipei between 31 January and 31 March and travelling to these countries, which includes Singapore, who now wish to change their travel plans may contact us via our Live Chat for the following options:

  • A full refund in the form of a voucher to the value of their un-flown booking
  • Change your date of travel with a waived change fee (fare difference will apply) for flights departing before 31 August  2020. 

Alternatively, refunds can be requested using this form.

The Taiwanese government has also recently announced it will postpone the Taiwan school summer holiday period by two weeks due to the COVID-19. The holiday period will now commence on 15 July 2020 and end on 13 Sept 2020.  


Any customer who had previously booked a Jetstar flight (before 4 February) for travel between 28 June – 15 July 2020 (inclusive), to or from Taipei, who now wish to change their travel plans may contact us via our Live Chat for the following options: 

  • A full refund in the form of a voucher. 
  • Change your date of travel with a waived change fee (fare difference will apply) for flights departing between 15 July and 13 September 2020  

FOR TRAVEL TO/ FROM CHINA, HONG KONG (6 February)

All scheduled services between Hong Kong and Singapore will be suspended from 15 February 2020 until further notice

Services from Singapore to Shantou and Haikou will be suspended until 31 May 2020 when the situation will be reviewed again.

Services from Singapore to Hefei, Guiyang and Xuzhou will be suspended until 31 March when the situation will be reviewed again. 

All customers impacted by these changes will be contacted directly by SMS and/or email and will be able to cancel their bookings and obtain a full refund or credit voucher. Alternatively, customers can contact either 
Jetstar.com or their travel agent, depending on how they purchased their ticket.

Refunds can be requested using this form

CALL CENTRE DEMAND (13 March)

Our customer service agents are experiencing a high volume of enquiries. Thank you for your patience.   

Change fees waived on international flights

Last Updated: 12/03/2020 08:47 AM

Customers who purchase a Jetstar Asia (3K) flight from 10 March until 31 March 2020, for travel on or before 30 June 2020 will be able to make one free-of-charge date and/or time change to each flight within their booking, or request a full refund in the form of a Jetstar travel voucher.

The free change of date / time or request for a refund in form of a Jetstar travel voucher can be made any time up to three days before departure using Live Chat in the link above.

Fare difference will be payable should the same fare not be available on the date and time of your new flight.

This offer applies to flights which depart on or before 30 June 2020, and is limited to one change per customer. Vouchers are valid for six months from date of issue.

Those who book their ticket via a travel agent (including online travel agents) can request the free-of-charge date/time change or refund in the form of a Jetstar travel voucher can be made through the agent or via Live Chat in the link above.

For existing bookings to restricted areas, options are available, including a full refund, available through Live Chat. Please refer to website for more details. 


How we are keeping you safe

Last Updated: 10/03/2020 06:13 AM

How we’re keeping you safe

Quality air filtration

Our HEPA (High Efficiency Particulate Arresters) aircraft filtration systems filter 99.999% of dust particles and airborne contaminants such as viruses and bacteria, ensuring the highest possible quality of cabin air. These filters are used in hospital operating rooms

Aircraft cleaning

Our aircraft are cleaned between services in Singapore and during this period, as a precaution, are undergoing additional cleaning every night including dis-infecting all toilet and cabin surfaces. All interior surfaces including the seats, tables, trays, overhead compartments and galley are wiped down with disinfectant.

Stay healthy with good hygiene

Here’s how you can stay safe when travelling:

  • Regularly wash your hands
  • Use hand sanitiser,
  • Cover your sneeze or cough with your arm

If you’re healthy, wearing a mask is not recommended according to the Singapore Ministry of Health. If you have respiratory issues like coughing or sneezing, then you should wear a mask.

What to do if you’re feeling unwell

If you have flu-like symptoms, you should seek your doctor’s advice before you travel.

For more information, visit the Singapore Ministry of Health for their list of frequently asked questions.

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