Bali - Volcanic Ash Cloud Disruptions
Last Updated: 16/11/2015 05:29 PM
Update on Bali flying plans for Tuesday 17 November 2015
(Published 5:30pm AEDT, 16-11-2015)
TUESDAY FLYING PLANS
With continuing clear flying conditions we have brought another 1,200 customers back from Bali to Australia on Monday.
On Tuesday we’re planning a modified schedule to give ourselves the best chance of getting flights in and out of Bali during daylight hours (see the full list with departure times below).
All flights are subject to further safety assessment by our team of senior pilots and operational experts in the morning.
CUSTOMERS FLYING FROM BALI TO AUSTRALIA
We have been re-booking customers on flights for Tuesday. 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.
We have been trying to contact customers originally booked on services scheduled to depart Bali for Australia between 3-9 November to re-book their travel. Despite repeated attempts, we’re aware some customers are not receiving emails or text messages from us.
If you are one of these customers, and your original booking was between 3-9 November, please contact our Customer Care team to arrange a recovery flight (phone numbers below).
FLIGHTS FROM AUSTRALIA TO BALI
If conditions remain clear on Tuesday, we’ll operate one passenger service from Melbourne to Bali (JQ43, departing at 11:00am local time).
We will look at re-introducing more passenger services to Bali from Wednesday onwards, once the recovery of Australian travellers is further advanced.
If you’re booked to fly with us to Bali in the next few days and would like to change your travel plans, we are offering a range of options. The full details are listed below.
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.
All plans are subject to continued favourable flying conditions in and out of Bali. If conditions change and it is unsafe to fly, we’ll let you know as soon as possible.
AMENDED FLIGHT SCHEDULE: Tuesday 17 November
SCHEDULED FLIGHTS (listed by flight number)
- JQ38 – Bali-Sydney (departs Bali at 12:30pm)
- JQ43 –Melbourne-Bali (departs Melbourne at at 11:00am)
- JQ44 – Bali-Melbourne (departs Bali 3:30pm)
- JQ107 – Bali-Perth (departs Bali 2:20pm)
- JQ116 –Bali-Singapore (departs Bali 12:40pm)
- JQ117 – Bali-Perth (departs Bali 12.20pm)
- JQ128 – Bali-Adelaide (departs Bali 1.35pm)
CANCELLED FLIGHTS (listed by flight number)
- JQ37 – Sydney-Bali
- JQ47 – Brisbane-Bali
- JQ58 – Bali-Brisbane
- JQ82 – Bali-Darwin (Wednesday, 18 November)
- JQ83 – Darwin-Bali (Wednesday, 18 November)
- JQ101 – Bali-Townsville
- JQ102 – Townsville-Bali (Wednesday, 18 November)
- JQ106 – Perth-Bali
- JQ116 – Perth-Bali
- 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.
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.
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.