Question 1

How can I change or cancel my Jetstar flight booking?

Accepted Answer

You can typically change or cancel your booking through the 'Manage booking' section on the Jetstar website or app. For certain fare types, changes might incur a fee or fare difference. If you purchased FareCredit, you may be eligible for a credit voucher. For cancellations, eligibility for a refund depends on your fare rules and the timing of the cancellation. You can also contact customer service for assistance with changes or cancellations.

Question 2

What is Jetstar's refund policy for cancelled flights?

Accepted Answer

If Jetstar cancels or significantly delays your flight (typically by three hours or more) for reasons within their control, you are generally entitled to a full refund or re-booking on the next available flight. For cancellations initiated by the passenger, refund eligibility depends on the fare type purchased. Starter fares are generally non-refundable unless cancelled within 24 hours of booking (if booked at least 7 days before travel). Flex/Flex Plus bundles may offer travel vouchers, while Business Max bundles might allow cash refunds minus a fee.

Question 3

What is the carry-on baggage allowance for Jetstar flights?

Accepted Answer

For Starter fares, you are generally allowed one main carry-on item and one small personal item, with a combined weight not exceeding 7kg. The main item must fit in the overhead locker (typically 56 x 36 x 23 cm). Passengers with a Flex bundle, a +7kg Extra Carry-On top-up, or Business Class fares may have an increased allowance of up to 14kg combined, with no single item exceeding 10kg. Jetstar strictly monitors carry-on baggage at the airport.

Question 4

What is the checked baggage allowance for Jetstar flights?

Accepted Answer

Checked baggage allowance varies by fare type. Starter fares typically do not include checked baggage, which must be purchased separately (up to a maximum of 40kg). Starter Plus fares usually include 20kg, while Starter Max and Business Class fares often include 30kg. You can purchase additional baggage up to a total of 40kg per person. No single checked bag can weigh more than 32kg. Oversized items (longer than 1 meter on any side) may incur an additional handling fee.

Question 5

What should I do if my Jetstar flight is delayed or cancelled?

Accepted Answer

If your flight is delayed or cancelled, Jetstar will typically re-book you on the next available flight or offer a refund, depending on the circumstances and the length of the delay. If the delay or cancellation is within Jetstar's control and results in a significant change (e.g., three hours or more), you may be entitled to a refund or alternative flight. You may also be eligible for compensation under consumer laws. It's advisable to check the 'Manage booking' section or Jetstar's travel alerts for the latest information.

Question 6

How can I contact Jetstar customer service if I am calling from outside Australia or New Zealand?

Accepted Answer

Jetstar provides specific international contact numbers for various regions. For general international inquiries, you can often use the number +613 9645 5999 (charges apply). For specific countries like Singapore, Sri Lanka, Thailand, Vietnam, and the Philippines, dedicated local numbers are available, some of which are toll-free from local landlines or specific networks. It's recommended to check the 'Contact us' page on the official Jetstar website for the most relevant number for your location.

Question 7

How do I report delayed, lost, or damaged baggage?

Accepted Answer

If your checked baggage is delayed, lost, or damaged, you should report it as soon as possible. For delayed baggage, you can typically report it via an online form and then track its status using a Worldtracer reference number. If baggage is lost after 7 days, you may be able to make a claim for compensation. For damaged baggage, you should check the criteria for making a compensation claim. It's best to approach the Jetstar service desk at the airport before leaving or contact them within the specified time limits.

Question 8

Can I get a refund for a non-refundable Jetstar ticket?

Accepted Answer

Generally, Starter fares and other non-refundable tickets are not eligible for a refund if you choose to cancel. However, if Jetstar cancels your flight, or if you cancel within 24 hours of booking (provided the booking was made at least 7 days before departure), you may be entitled to a full refund. In some cases, if you choose not to travel on a non-refundable fare, you may still be able to claim a refund for certain third-party charges and taxes, excluding fuel and insurance surcharges, though an administration fee may apply.

Question 9

What options are available if I need to cancel due to compassionate reasons?

Accepted Answer

If you are unable to travel due to the death or serious illness of a traveling companion or an immediate family member, Jetstar may offer alternative options on compassionate grounds. While bookings are generally non-refundable and changes may incur charges, you can submit a compassionate request online through the Jetstar website for consideration.

Question 10

How can I provide feedback or make a complaint to Jetstar?

Accepted Answer

You can provide feedback or make a complaint to Jetstar through their Customer Care Feedback form available on their website. This allows you to submit written complaints or compliments. While Jetstar does not typically have an email for general customer inquiries, they encourage using the online form for detailed feedback.

Question 11

How can I call Jetstar Airways customer service from another country?

Accepted Answer

If you need to call Jetstar Airways from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Claims
Travel Insurance (New Zealand)	+64 9 355 3072 Call now
Customer Service
Australia	+61 131538 Call now Monday to Sunday
Free Phone (New Zealand)	+64 800 800 995 Call now Monday to Sunday
Group Booking Enquiries (Australia)	+61 1300 792 688 Call now Monday to Sunday
International	+61 3 9645 5999 Call now Monday to Sunday
Jetstar Holidays (Australia)	+61 1300 360 520 Call now Monday to Sunday
New Zealand	+64 9 975 9426 Call now Monday to Sunday
Philippines	+63 2 5322 7698 Call now Monday to Friday, 8:30 AM to 5:00 PM (Ticketing), 8:30 AM to 5:30 PM (Reservations)
Singapore	+65 800 492 2057 Call now English: 24 hours, 7 days a week; Mandarin and Cantonese: Monday to Friday, 9:00 AM to 6:00 PM (local time)
Sri Lanka	+94 112 029 123 Call now Monday to Sunday (toll free from local landlines only)
Thailand	+66 2 267 5125 Call now English: Monday to Friday, 8:30 AM to 5:30 PM (local time); Sunday, 8:30 AM to 12:30 PM (local time)
Thailand (CAT Network)	+66 0018006112957 Call now Monday to Sunday (toll free, phone must be connected to CAT network)
Travel Insurance Enquiries (Australia)	+61 1800 257 504 Call now Monday to Sunday
Travel Insurance Enquiries (New Zealand)	+64 800 655 722 Call now Monday to Sunday
Vietnam	+84 1800 4974 Call now Monday to Sunday (toll-free, English only, Mobifone, Viettel, VNPT/Vinaphone networks)
Emergency/ Hotline
Medical Assistance (Travel Insurance Australia)	+60 3 2772 5593 Call now
Medical Assistance (Travel Insurance New Zealand)	+64 9 359 1645 Call now
Toll-Free Number
United States	+1 866 397 8170 Call now

Jetstar Airways Customer Service Number, Support Phone & Contact Info

About Jetstar Airways & Customer Service

Jetstar Airways's Customer Service Phone Numbers

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