The following information is applicable to flights departing from or transiting in the People’s Republic of China (excluding Hong Kong SAR, Macau SAR and Taiwan) and applies in addition to our Conditions of Carriage.
For queries, please contact our China customer service team online. To call our customer service hotline, see our contact numbers.
You can also contact us via email. We will respond to emails within 10 business days.
Where we've offered you a refund in accordance with the applicable fare rules or Jetstar Conditions of Carriage, we will complete the refund within 7 business days. This timeframe does not include bank transaction times, which may vary.
Tarmac Delay Contingency Plan
We are committed to keeping on schedule so we can get you to your destination on time. However, sometimes delays are outside of our control. If, despite our efforts, an aircraft is delayed on the tarmac, Jetstar has processes in place to ensure your essential needs are met.
Please see our China Tarmac Delay Contingency Plan for details.
Overbooking and denied boarding
We take the utmost care in managing each flight, but on rare occasions a flight may have more confirmed ticket holders than seats available. This may be because of commercial overbooking, restrictions imposed due to weather conditions, or for other safety reasons.
In these circumstances, we will ask for volunteers to change to a later flight in exchange for compensation in the form of a Jetstar travel voucher.
If there are not enough volunteers, we may need to deny boarding to one or more passengers. If this happens to you, and you met our check-in deadline with all required documentation, we will provide compensation in the form of a Jetstar travel voucher. We may also provide additional assistance in accordance with a delay or cancellation within our control. On request we will provide a statement of denied boarding.
The following compensation in the form of a Jetstar travel voucher will be provided to customers who are denied boarding in these circumstances.
Voluntary: CNY 900
Involuntary: CNY 1,800
Declaring the value of checked baggage
Jetstar does not have processes in place for customers to declare the value of their baggage.