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Jetstar Customer Service Plan - United States

We are Australia's leading low fare airline dedicated to offering everyday low fares to enable more people to fly more places more often.​ We also aim to meet your expectations every time you fly and so we continue to invest in our business and will always strive to provide you with an exceptional level of service.​ With this Customer Service Plan, we want you to know what you can expect when you choose to fly with us to or from the United States. Below we set out our commitment to you and provide links to our website where more detailed information is available.​

1. Lowest fare availability

For the lowest fare currently available directly from Jetstar for your chosen itinerary, book on our website at Jetstar.com. All flight bookings made via our telephone reservations service or at an airport ticket counter will incur service fees in addition to the fare.

2. Keeping you informed

We will communicate with you as soon as possible if there is a change to your booking. We will use the contact details you or your travel agent provided in your booking. If you booked through a travel agent we will also notify the travel agent. We can’t control all the elements. Bad weather, technical problems, operational and other issues can sometimes cause flight delays or even cancellation or diversion of the flight plan. If this happens, while we’re doing all we can to fix the problem we will keep you informed of developments as information becomes available and we will tell you the choices that are available to you. This will include providing timely updates in the boarding gate area as soon as it is staffed, at airport display boards where we can control them, on board the aircraft if you have boarded, via our telephone reservation service if you call and on our website at Jetstar.com. If your Booking includes a flight to/from the USA (or a flight on the Booking connects to a flight on the same Booking to/from the USA within 24 hours) and a schedule change results in a significant delay or cancellation, in line with US Department of Transport (DOT) requirements we will also offer you the option to obtain a refund if you choose not to travel. We will use the contact details you or your travel provided in your booking. If you booked through a travel agent we will also notify the travel agent. Where consumers are entitled to a refund, Jetstar will disclose the consumer's entitlement to a refund in circumstances where consumers are also offered alternative transportation or vouchers in lieu of refunds consistent with the requirement in 14 CFR 260.7. Jetstar will also disclose any material restrictions, conditions, or limitations on vouchers, regardless of whether consumers are entitled to a refund as described in 14 CFR 260.8 and 14 CFR 262.8.

3. Delivering your baggage

Jetstar understands the importance of getting you safely to your destination on time, every time, with your baggage. If we do misplace your baggage we will do everything reasonable to locate your bags and return them to you within 15 hours. If your baggage is significantly delayed because it is not delivered within these timeframes or is lost, we will promptly refund any checked baggage fees paid provided you have filed a Mishandled Baggage Report (MBR) and the following exceptions do not apply:
  • the delay resulted from your failure to pick up and recheck a bag at the first international entry point into the United States as required by U.S. Customs and Border Protection;
  • the delay resulted from your failure to pick up a checked bag that arrived on time at your ticketed final destination (e.g., you failed to pick up the bag before taking a flight on a separate itinerary); or
  • the delay resulted from your agreement to travel without the checked bag on the same flight due to limited time because you fail to check in on time or because you are a standby passenger.
If your bags are significantly delayed, we will also offer you assistance in the form of emergency expenses. We will apply the limits of liability provided for in the Montreal Convention of 1999 or other law that applies to the carriage of your baggage. For more information refer to our Baggage page.

4. Ancillary service fee refunds

Where you have purchased an ancillary product or service and you fail to receive that product or service through no fault of your own (e.g., prepaid ancillary service not utilised because of flight cancellation, significant change, or oversale situation; service not provided because of aircraft substitution, equipment malfunction, etc.) or you reject any reasonable alternative product or service offered to you, any fee you have paid for this ancillary product or service will be refunded to you promptly to the original form of payment once you notify us. Where an ancillary service is not available for all passengers who paid for that service (e.g. in-flight entertainment unavailable for all passengers on a flight), we will promptly refund the applicable fee once the unavailability of the service is known.

5.Fare Refunds

5.1 Change of mind within 24 hours If you make your reservation at least 1 week in advance of the travel date and, within 24 hours of making your reservation you change your mind, Jetstar will provide a fare refund without fee upon request. Customers are advised to call our call centre to obtain a refund. 5.2 Fare rules If a fare refund is owed in accordance with the applicable fare rules, we will provide you with this refund promptly. Fare refunds will include all government-imposed taxes, fees and airline charges. To find out more about cancellation please refer to the Fare Rules provided to you at the time of purchase. 5.3 Cancellations, significant changes and misconnections In the event that your journey does not go according to plan, we will do all that we can to assist. If your flight is cancelled or significantly changed we will keep you informed and if you have a connecting flight on the same ticket we will assist with arrangements for your next flight. If your Booking includes a flight to/from the USA (or a flight on the Booking connects to a flight on the same Booking to/from the USA within 24 hours) and:
  • Your flight is cancelled, or your scheduled departure or scheduled arrival time is changed by 6 hours or more,
  • We change your flight to depart from a different origin airport or arrive at a different destination airport,
  • You are downgraded to a lower class of service, or
  • We change your flight and increase the number of connection points compared to your original Booking;
and you choose not to travel and reject any other alternative options provided to you, you will be promptly refunded the applicable fare.

6. Prompt processing of refunds

Where a refund is due from Jetstar in the above sections 3 to 5, we will promptly process the refund to the original form of payment on your booking (unless you agree to a different form) within 7 business days of the refund becoming due for credit card purchases and within 20 calendar days of the refund becoming due for other forms of payment.

7. Welcoming passengers with specific needs

Jetstar aims to provide a travel experience that is comfortable and hassle free, while ensuring the safety of passengers and our staff. Jetstar will do all it can to provide information and assistance to passengers with specific needs in a non-discriminatory way, including in the event of a tarmac delay. We will comply with our obligations under the US Department of Transportation Rule on Non-Discrimination on the Basis of Disability in Air Travel. To assist us in making any necessary arrangements for your travel please provide us with all relevant information about your specific needs before you travel: A. If you book on Jetstar.com, you are able to advise us of certain specific needs when making your booking. These include: a. Travelling with a wheelchair
b. Travelling with a service dog
c. If you are blind or have a vision impairment
d. If you are Deaf or have a hearing impairment
e. If you require the use of an upper torso restraint in-flight For any other specific need requirements, please review our Specific Assistance on Jetstar.com before you make your booking and contact our Jetstar Contact Centre immediately after you have purchased your ticket. B. If you book by telephone (see our Jetstar Contact Centre for numbers) you can provide the information to the Sales Consultant who makes your booking. C. If you book through a travel agent you can provide the information to the travel agent who can provide the information to us by using the relevant International Air Transport Association (IATA) codes. Please ask your travel agent to confirm to you that your specific needs have been recorded by Jetstar or you can confirm directly with Jetstar on one of our Jetstar Contact Centre. If you do not provide advance notice of your specific needs we may not be able to meet your request. This should not prevent you from travelling on your scheduled flight, but may affect the level of service we are able to provide. If you’re travelling with a disability and have specific assistance or accessibility requirements, and we notify you of a change to your Booking that results in your Booking requiring you to travel:
  • Through one or more connecting airports that differ from the original itinerary; or
  • In a downgraded class or a substitute aircraft that results in one or more accessibility features needed being unavailable;
And you choose not to travel, at your option, all passengers on the impacted Booking can request a refund of the applicable fare.

8. Meeting your needs during tarmac delays

We are committed to on time departures so that we can get you to your destination on time. If, despite our efforts, an aircraft is delayed on the tarmac, Jetstar has processes in place to ensure we are addressing your essential needs. Find out more in our Tarmac Delay Plan

9. Unable to travel due to a serious communicable disease

In the event that you are restricted or prohibited from travelling to protect yourself or others from a serious communicable disease*, contact us with relevant supporting documentation so that we can assist.
Eligibility Criteria:
  • There is a public health emergency applicable to the origin or destination of your itinerary; AND
  • You purchased your ticket before a public health emergency was declared; AND
  • You are scheduled to travel during the public health emergency; AND
  • You have been advised by a licensed treating medical professional^ not to travel during a public health emergency to protect yourself from a serious communicable disease.
OR
  • You are prohibited from travel to, from or within the United States or are required to quarantine at your destination for more than 50% of the length of the trip (excluding travel dates) because of a United States or foreign government restriction or prohibition (e.g. stay at home order, entry restriction, border closure or quarantine notice) in relation to a serious communicable disease;
AND
  • You purchased the ticket before a public health emergency was declared for the origin or destination of your itinerary or, if there is no declaration of a public health emergency, before the government prohibition or restriction for travel to or from that area is imposed
OR
  • You have been advised by a licensed treating medical professional^ not to travel, irrespective of a public health emergency, because you have or are likely to have contracted a serious communicable disease and would pose a direct threat to the health of others travelling on a commercial flight.
Supporting Documentation Requirements:
  • If you are unable to travel due to a government restriction or prohibition, the applicable government order or other document relating to a serious communicable disease demonstrating how you are prohibited from travel to, from or within the United States or are required to quarantine at the destination for more than 50% of the length of your scheduled trip at the destination (excluding travel dates) as shown on your itinerary;
OR
  • In absence of an applicable determination issued by the Department of Health and Human Services that the following documentation is not in the public interest, a medical certificate from a licensed treating medical professional^ stating that you should not travel in order to:
  • protect your health from a serious communicable disease; OR
  • protect the health of others because you have or are likely to have contracted a serious communicable disease.
* For the definition of serious communicable disease refer to 14 CFR 262.2.
^ For the definition of licensed treating medical professional refer to 14 CFR 262.2.

10. Oversales and Denied Boarding

Airline flights may be overbooked. This means there may be a slight chance that there are more reservations than available seats on your flight, even though you are holding a confirmed ticket. This may be because of commercial overbooking or restrictions being imposed due to weather conditions or for other safety reasons. In these circumstances we will not deny you a seat without first asking for volunteers who are willing to give up their confirmed seat in exchange for compensation for a specified amount, and travel on a later, specified flight. Volunteers will not be entitled to any further payment, refund or compensation. If there are not enough volunteers, we may need to deny boarding to one or more passengers involuntarily. If you are denied boarding involuntarily due to an overbooking of our flight for which you have a valid ticket and a confirmed reservation, we will provide compensation as required by law provided that you have met our check-in deadline and other travel requirements and we have not placed you on another flight that arrives within one hour of your original flight schedule. We will provide you with a written explanation of your rights and monetary compensation.

11. Our policies and services

To help you prepare for your flight we provide you with information on our policies and services on our website Jetstar.com, and if you ask our telephone reservations or airport staff. You can view the aircraft type that operates your flight by going to Manage Booking and logging in to see your flight details. The images on this page depict our standard seat configuration and location of lavatories Some Jetstar Bundles earn Qantas Frequent Flyer Points and Qantas Status Credits. To find out more about the Qantas Frequent Flyer Program, please see Qantas.com. If you would like to know which fares and bundles are eligible to earn Frequent Flyer Points and Qantas Status Credits on Jetstar services, please see Jetstar.com.

12. Cancellations and misconnections

In the event that your journey does not go according to plan, we will do all that we can to assist. If your flight is cancelled or delayed we will keep you informed and if you have a connecting flight on the same ticket we will assist with arrangements for your next flight. If we are unable to make arrangements that are suitable, you will be provided with a full refund for the affected flight or flights.

13. Complaints response

We value your opinion as your feedback helps us to identify and address issues with our service. You can submit a complaint or give other feedback by writing to us at: Jetstar Customer Care, GPO Box 4713, Melbourne, VIC 3001, Australia. We will acknowledge your feedback at least within 30 days and provide you with a substantive response within at least 60 days. View more about our complaints and compliments procedure. While we endeavour to resolve your complaint as quickly as we can, every case is different and some more complicated matters may take longer to resolve.
You can raise a complaint with the Department's Aviation Consumer Protection Division at https://www.transportation.gov/airconsumer/file-consumer-complaint or by telephone: (202) 366-2220; TTY/Assistive Device: (202) 366-0511); or by writing to: Department of Transportation, Aviation Consumer Protection Division (C-75), 1200 New Jersey Avenue, SE., Washington, DC 20590.