Bali - Volcanic Ash Cloud Disruptions
Last Updated: 15/11/2015 10:11 PM
Update on Bali flying Monday, 15 November 2015
(Published 6:00pm AEDT, 15-11-2015)
MONDAY FLYING SCHEDULE
With Sunday’s services we have managed to fly another 1,500 customers back to Australia. We’ve now brought more than 6,000 customers home over the past week.
On Monday, 16 November we’re planning to operate a modified schedule to give ourselves the best chance of getting flights out of Bali in daylight hours (see full list below).
We’re moving customers on to Monday services today, prioritising those who have been in Bali the longest.
Please check your email and mobile phone messages for confirmation of your new flight details. You can also check the Manage Booking function on our website to track your booking.
FLIGHTS TO BALI
At this stage we’re continuing to focus on getting customers home from Bali, so we’ve once again cancelled flights from Australia to Bali for Monday.
We’ll look to restart flying customers from Australia to Bali on Tuesday if conditions allow us to operate recovery flights back to Australia tomorrow.
CONNECTIONS TO OTHER PORTS
At this stage, we’re not operating flights from Bali to all Australian cities. If we book you on a service to another city, we will arrange a domestic connection to get you home on a Jetstar or Qantas flight free of charge.
We thank you for your patience as we work to bring you home safely.
AMENDED FLIGHT SCHEDULE: Monday, 16 November
SCHEDULED FLIGHTS (listed by flight number)
- JQ36 –Bali-Melbourne (departs Bali 12:30pm; previous departure time 11.15pm)
- JQ44 – Bali-Melbourne (departs Bali 2.25pm)
- JQ107 – Bali-Perth (departs Bali 1.20pm; previous departure time 6.20pm)
- JQ117 – Bali-Perth (departs Bali 12.20pm; previous departure time 8.40am)
- JQ128 – Bali-Adelaide (departs Bali 1.35pm; previous departure time 10.40pm)
CANCELLED FLIGHTS (listed by flight number)
- JQ35 – Melbourne-Bali
- JQ37 – Sydney-Bali
- JQ38 – Bali-Sydney
- JQ43 – Melbourne-Bali
- JQ82 – Bali-Darwin (Tuesday, 17 November)
- JQ83 – Darwin-Bali (Tuesday, 17 November)
- JQ101 – Bali-Townsville (Tuesday, 17 November)
- JQ102 – Townsville-Bali
- JQ106 – Perth-Bali
- JQ116 – Perth-Bali-Singapore
- JQ117 – Singapore-Bali
- JQ127 – Adelaide-Bali
NEW OPTIONS: We are now offering customers in Australia the chance to change their travel destination free of charge - so there is no change fee or fare difference to pay. Travel must be completed by 30 November 2015. See a list of alternative destinations below.
LIMITED RECOVERY FLIGHTS
As we have done previously, we will operate recovery services when possible.
Customers will be notified about travelling on limited additional (recovery) flights in order of earliest disruption (from 3 November onwards). In addition, a number of customers who have previously advised urgent medical requirements may also be contacted.
Customers who booked through Travel Agents may wish to contact those agents to update their bookings with their own personal details.
As noted above, we will be contacting customers for these flights by email and SMS to advise new flight details.
DISRUPTED CUSTOMERS OR CUSTOMERS WISHING TO AMEND TRAVEL PLANS
If you're in Bali and your flight has been cancelled:
Please check your text messages and email to see if you have received an update from Jetstar.
If you do not receive new flight details or an updated departure time you don’t need to take any further action – we will rebook customers when flights are available and notify you by email and SMS when we have arranged your journey home as soon as it is safe to do so.
Customers should ensure they check and comply with Indonesian visa and immigration requirements, including obtaining any required visa extensions.
If you have a medical concern we recommend you consult with local medical services and/or your travel insurer’s emergency hotline.
If you're in Australia and your flight has been cancelled OR you were booked to travel between 3-20 November and wish to amend your travel plans:
Please go to Manage Booking on Jetstar.com and choose from the following options:
- Request a Jetstar travel voucher to the value of the fare purchased on the original affected booking. Travel vouchers can be used within six months to book future travel up to 12 months in advance.
- Rebooking your travel to Bali free of charge (no change fees or fare difference payable). Return flight must be booked for travel no later than 30 November 2015.
Please contact our Call Centre and discuss the following options:
- Rebooking your travel to Bali for travel beyond 30 November. No change fees payable, however a fare difference may apply.
- Rebooking your travel to an alternative destination (see list of alternative destinations below) free of charge (no change fees or fare difference payable). Return flight must be booked for travel no later than 30 November 2015.
- Rebooking your travel to an alternative destination for travel beyond 30 November. No change fees payable, however a fare difference may apply.
Alternative destinations available for travel from Australia:
- Fiji (Nadi)
- Thailand (Phuket and Bangkok)
- Hawaii (Honolulu)
- Cambodia (Phnom Penh, Siem Reap)
- New Zealand (Auckland, Christchurch, Queenstown, Wellington)
- Australia (Adelaide, Avalon, Ballina Byron, Brisbane, Cairns, Canberra, Darwin, Gold Coast, Hamilton Island, Hobart, Launceston, Mackay, Melbourne, Newcastle, Perth, Sunshine Coast, Sydney, Townsville, Uluru - Ayers Rock, Whitsunday Coast)
Affected passengers will receive direct communication from Jetstar via the contact details listed on their booking.
CONTACT DETAILS
If you still need to discuss your booking, please contact our Customer Care team:
- Free Skype call: JetstarAirways (search for this Skype ID)
- Australia: 131 538
- Singapore: (65) 6499 9702
- Indonesia: +62 803 852 9779 (Charges apply, in English, Monday to Sunday, 24 hours). Using an Indonesian (local) SIM card.
- Indonesia: 001 803 852 9779 (Charges apply, in English, Monday to Sunday 24 hours). Using a non-Indonesian SIM card in Indonesia (i.e. Global roaming). You must manually connect to the Indosat mobile network.
Note: We are aware some customers are having problems on the Indosat network. We have escalated to Telstra and Indosat to investigate. If you have problems please use Skype as a free alternative.