Bali - Volcanic Ash Cloud Disruptions
Last Updated: 14/11/2015 01:06 PM
Update on Bali flights for Saturday, 14 November 2015
(Published 1:00pm AEDT, 14-11-2015)
Saturday flying plans
Following an assessment this morning, we’re planning to operate a modified scheduled today as listed below.
Details of some flights have changed from what was advised last night. Please note all of these flights remain subject to flying conditions being safe.
All other flights have been cancelled due to the conditions. JQ37 Bali-Sydney was cancelled as it would not have arrived back in Sydney before the airport curfew.
All flights on Sunday 15 November from Australia to Bali have been cancelled.
We will provide an update later this evening regarding Sunday flights from Bali to Australia.
CANCELLED FLIGHTS (listed by flight number)
- JQ35 – Melbourne-Bali
- JQ37 – Sydney-Bali
- JQ43 – Melbourne-Bali
- JQ110 – Perth-Bali
- JQ38 – Bali-Sydney
- JQ106 – Perth-Bali
- JQ107 – Bali-Perth
- JQ116 – Perth- Bali
- JQ116 – Bali-Singapore
- JQ127 – Adelaide- Bali
- JQ128 – Bali-Adelaide
- JQ102 – Townsville-Bali
- JQ101 – Bali-Townsville (Sunday 15th November)
SCHEDULED FLIGHTS (RE-TIMED) (listed by flight number)
- JQ36 – Bali-Melbourne (now estimated to depart 15:10pm)
- JQ44 – Bali-Melbourne(now estimated to depart 16:25pm)
- JQ109 – Bali-Perth (now estimated to depart 15:15pm)
- JQ117 – Singapore-Bali (now estimated to depart 10.45am)
- JQ117 – Bali-Perth (now estimated to depart 14:55pm)
RECOVERY FLIGHTS (listed in order of departure)
- JQ7035 – Bali-Perth (now estimated to depart 2.10pm)
- JQ7033 – Bali-Perth (now estimated to depart 2.40pm)
Please do not travel to the airport for these recovery flights as they have already been fully booked.
No action is required from customers whose recovery flights were cancelled today. We will automatically move you on to another recovery flight.
We will continue operating recovery flights when it’s safe to do so. We will let customers know as soon as they’re rebooked on these services to ensure they have enough time to make their way to the airport.
We appreciate cancellations are extremely frustrating for customers looking to get home, but the safety of our customers and crew remains our first priority.
The movement of the ash cloud is highly unpredictable and flights are subject to change based on assessment of safety to fly and local approvals from airport authorities.
Thank you again for your patience.
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.
BEFORE TRAVELLING TO ANY AIRPORT
Check this Travel Alert for the latest update on flights. You will have received an email and/or SMS update from Jetstar if:
- Your scheduled flight time has been changed
- Your scheduled flight has been cancelled
- You have been rebooked on an additional (recovery) flight from Bali after your flight was previously cancelled.
We are working to rebook you on available recovery services. You don't need to take any further action.
We would like to thank all our customers for their patience as we work through our recovery process to get everyone to their destination as soon as we can.
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. Please DO NOT go to the airport unless you have been sent new flight details.
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:
- Rebooking your travel free of charge to an alternative date, within 28 days of original departure (same destination).
- 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.
Please contact our Call Centre and discuss the following options:
- Rebooking your travel to an alternative destination 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 beyond 30 November. No change fees payable, however a fare difference may apply.
Alternative destinations available for travel from Australia:
- Fiji (Nadi)
- Thailand (Phuket)
- 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.