Passenger rights for flights departing from Thailand
Effective from 20 May 2025
FLIGHT CANCELLATION
At Jetstar we always aim to get our aircraft away on time. However, there are occasions where this may not be possible and a flight may be cancelled. This notification sets out your rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.When does this apply?Jetstar will provide the compensation, reimbursement and/or assistance set out in the document below if:
We have cancelled your flight
The flight was due to depart from an airport in Thailand
You had a confirmed reservation and
The flight was due to be operated by Jetstar.
Compensation: You may be entitled to receive compensation within 14 days of us receiving your bank details and is based on the flight distance as set out below:
2,000 Baht for flights up to 1,500 km
3,500 Baht for flights between 1,500 and 3,500 kms
4,500 Baht for flights over 3,500 km.
(A) You will not be entitled to any compensation in the following circumstances:(1) If we have informed you of the cancellation and details of an alternative flight 7 days or more before the scheduled time of departure; or
(2) If we have informed you of the cancellation less than 7 days before the scheduled time of departure but we have offered you a new flight which will depart within 3 hours before or after the original departure time and arrive within 3 hours before or after the original arrival time; or
(3) If the cancellation is due to extraordinary circumstances which could not have been prevented even if all reasonable measures had been taken. Extraordinary circumstances include bad weather, political instability, security risks, unexpected flight safety shortcomings, strikes affecting our operations or air traffic management decisions.
Reimbursement and alternatives:
We will offer you the choice between:(i) Reimbursement^ of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or(ii) Re-routing, under comparable transport conditions, to your final destination* at the earliest opportunity or at a later date at your convenience, subject to availability of seats.
Assistance:
We will offer you free of charge:
Meals and beverages as reasonable in relation to the waiting time; and
Communication facilities, where required
In the event of re-routing in connection with your cancelled flight, or if the expected time of departure of the new flight is at least the day after the cancelled flight, we will also offer you:
Hotel accommodation:
Where a stay of one or more nights becomes necessary; or
Where a stay additional to that intended by you becomes necessary; and
Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to you as soon as possible. Should we be unable to offer this assistance to you in a reasonable time, you can make a claim for reimbursement of reasonable expenses by chatting with us.Please chat with us in the following scenarios:
If you are eligible to receive compensation for your flight (as per section 1 above) please contact us to provide your bank details
If you want to make a claim for reimbursement of reasonable expenses incurred as a direct result of the cancellation
If you require any assistance or have any questions in relation to the above
To do this, go to jetstar.com/contact-us, then select:
Delays or cancellations>Claim additional expenses>Start Live ChatFootnotes:^ Reimbursement – Fare reimbursement will be paid to the form of payment used for the original ticket and completed within 14 days for cash payments (including cash-equivalent payments such as bank transfers, internet banking, mobile banking) and within 45 days for credit card payments. If you have booked through a travel agent, your travel agent is responsible to complete reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.* Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.This Notice is required by Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights. Please refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 for more information on measures to protect passenger rights.For further assistance or to lodge a complaint, please contact:Civil Aviation Authority of Thailand (CAAT)
At Jetstar we always aim to get our aircraft away on time. However, there are occasions where this may not be possible and a flight may be delayed. This notification sets out your rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.When does this apply?
Jetstar will provide the compensation, reimbursement and/or assistance set out in the document below if:
We have delayed your flight for more than 2 hours
The flight was due to depart from an airport in Thailand
You had a confirmed reservation
The flight was due to be operated by Jetstar and
You have presented yourself for check-in as indicated to you in advance in writing or
Jetstar will also provide the compensation, reimbursement and/or assistance set out in the document below regardless of whether you have presented yourself for check-in if:
For any reasons, you have been transferred from your reserved flight to a new flight operated by Jetstar and your new flight is delayed for more than 2 hours; or
You have been notified at least 24 hours before your flight’s original departure time that your flight has been rescheduled and the new departure time is more than 5 hours after the original departure time; or
You have been notified less than 24 hours before your flight’s original departure time that your flight has been rescheduled and the new departure time is more than 2 hours after the original departure time.
Compensation: If your flight is delayed, you may be entitled to compensation within 14 days of us receiving your bank details, unless the delay was due to extraordinary circumstances which could not have been prevented even if all reasonable measures had been taken. Extraordinary circumstances include bad weather, political instability, security risks, unexpected flight safety shortcomings, strikes affecting our operations or air traffic management decisions.
Compensation amounts:
For delays of less than 5 hours: no compensation
For delays between 5 and 10 hours: 1,500 Baht
For delays of more than 10 hours:
2,000 Baht for flights up to 1,500 km
3,500 Baht for flights between 1,500 and 3,500 km 4,500 Baht for flights over 3,500 km
Assistance: If your flight is delayed for more than 2 hours, we will offer you free of charge:
Meals and beverages as reasonable in relation to the waiting time; and
Communication facilities, where required
In the event of an overnight delay and your flight is delayed for more than 5 hours, we will also offer you:
Hotel accommodation:
Where a stay of one or more nights becomes necessary; or
Where a stay additional to that intended by you becomes necessary; and
Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to you as soon as possible. Should we be unable to offer this assistance to you, you can make a claim for reimbursement of reasonable expenses.Please chat with us in the following scenarios:
If you are eligible to receive compensation for your flight (as per section 1 above) please contact us to provide your bank details
If you want to make a claim for reimbursement of reasonable expenses incurred as a direct result of the delay
If you require any assistance or have any questions in relation to the above
To do this, go to jetstar.com/contact-us, then select:
Delays or cancellations>Claim additional expenses>Start Live Chat
Reimbursement and alternatives:
Where the delay is between 5 hours and 10 hours, in addition to compensation and assistance, we will also offer you reimbursement^ of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity.
Where the delay is more than 10 hours, in addition to compensation and assistance, we also offer you the choice between:(i) reimbursement^ of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity(ii) Re-routing, under comparable transport conditions, to your final destination* at the earliest opportunity or at a later date at your convenience, subject to availability of seats;.Tarmac DelaysWhere your flight is delayed while the aircraft is on the ground and you have boarded the aircraft, we will ensure that:
Ventilation, air-conditioning and lavatories are available;
Necessary medical assistance is available for those in need, to the extent practicable; and
If the delay is more than 3 hours with no definite take-off time, you will be permitted to disembark, unless prevented for security, safety immigration or air traffic reasons.Footnotes:^ Reimbursement – Reimbursement will be paid to the form of payment used for the original ticket and completed within 14 days for cash payments (including cash-equivalent payments such as bank transfers, internet banking, mobile banking) and within 45 days for credit card payments. If you have booked through a travel agent, your travel agent is responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.* Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights. Please refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 for more information on measures to protect passenger rights.For further assistance or to lodge a complaint, please contact:Civil Aviation Authority of Thailand (CAAT)
This policy only applies to denied boarding due to overbooking or change of aircraft type.Voluntary denied boarding: In the event that a flight is overbooked, we may need to seek volunteers to transfer to another flight. In this instance both parties will agree to the benefits for volunteering, and also the compensation, reimbursement and assistance as set out below.Involuntary denied boarding: If there are not enough volunteers, we will choose passengers to change to another flight, and we will provide you with compensation, reimbursement and assistance as set out below.
Compensation You will receive compensation based on the flight distance:
2,000 Baht for flights up to 1,500 km
3,500 Baht for flights between 1,500 and 3,500 km
4,500 Baht for flights over 3,500 km
Reimbursement and alternatives:
We will offer you the choice between:(i) Reimbursement of the full cost of your ticket, at the price for which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure on your ticket, at the earliest opportunity; or(ii) Re-routing, under comparable transport conditions, to your final destination* at the earliest opportunity or at a later date at your convenience, subject to availability of seats.
Assistance:
We will offer you free of charge:
Meals and beverages in a reasonable relation to the waiting time; and
Communication facilities, where required
In the event of re-routing in connection with your denied onboard flight, or if the expected time of departure of the new flight is at least the day after the denied onboard flight, we will also offer you:
Hotel accommodation:
Where a stay of one or more nights becomes necessary; or
Where a stay additional to that intended by you becomes necessary;
Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to you as soon as possible. Should we be unable to offer assistance to you, you can make a claim for reimbursement of reasonable expenses by chatting with us.Please chat with us in the following scenarios:
If you are eligible to receive compensation for your flight (as per section 1 above) please contact us to provide your bank details
If you want to make a claim for reimbursement of reasonable expenses incurred as a direct result of the denied boarding
If you require any assistance or have any questions in relation to the above
To do this, go to jetstar.com/contact-us, then select:
Delays or cancellations>Claim additional expenses>Start Live ChatFootnotes:^ Reimbursement – Reimbursement will be paid to the form of payment used for the original ticket and be completed within 14 days for cash payments (including cash-equivalent payments such as bank transfers, internet banking, mobile banking) and within 45 days for credit card payments. If you have booked through a travel agent, your travel agent is responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.* Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights Refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 document for more information on measures to protect passenger rights.For further assistance or to lodge a complaint, please contact:Civil Aviation Authority of Thailand (CAAT)
At Jetstar we always aim to provide you with the seat class you reserved. However, there are occasions where this may not be possible and we may need to change your seat class. This notification sets out your rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.Any change in your seat class is always subject to your consent. Should you agree to change your seat class, we will offer you the following:Seat class upgrade: We will offer this to you free of charge.Seat class downgrade: We will offer you reimbursement^ of a portion of the cost of your ticket, based on the flight distance:
30% for flights up to 1,500 km
50% for flights between 1,500 and 3,500 km
75% for flights over 3,500 km
Footnotes:
^ Reimbursement – Reimbursement will be paid to the form of payment used for the original ticket and be completed within 14 days for cash payments (including cash-equivalent payments such as bank transfers, internet banking, mobile banking) and within 45 days for credit card payments. If you have booked through a travel agent, your travel agent is responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights Refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 document for more information on measures to protect passenger rights.If you require any assistance or have any questions in relation to the above, please contact our customer care team:To do this, go to jetstar.com/contact-us, then select:
Delays or cancellations > Claim additional expenses > Start Live ChatFor further assistance or to lodge a complaint, please contact:Civil Aviation Authority of Thailand (CAAT)