Travel Alert - Customer options - Australia (English)

Customer options

Last Updated: 26/03/2020 03:09 AM

Got a question about changing flights or vouchers? Please check our FAQs.

If your flight is cancelled

We will contact you directly via email if your flight is cancelled to provide you with options. This will include a credit voucher to the full value of your untraveled Jetstar booking. Refer to the instructions in your email to access your options.

If your flight is not cancelled

We are also giving customers with existing domestic and international flight bookings the opportunity to cancel their booking now and receive a credit voucher.

The voucher offer is available until 31 March for bookings to travel up to 31 May 2020. It applies to Jetstar Airways domestic and international travel to and from Australia and New Zealand and Jetstar Asia’s flights between Darwin and Singapore.

How to request your voucher

Due to the extremely high number of contacts we are receiving, the fastest and easiest way to request a voucher is by visiting Manage booking and following these steps:

  • Enter your booking number and last name
  • Select 'View other options'
  • Select 'Request reimbursement'
  • Select applicable flights and click ‘Reimbursement summary’
  • Confirm your request
  • The voucher will be emailed to you within 14 business days

Please note, if you are already checked in you will need to contact us via Live Chat to arrange a voucher.

The voucher can be redeemed in one booking only within 6 months of issue, for travel within 12 months of the booking date.

Booking through travel agencies or third party websites

If your flights were booked through a travel agency or third-party website (for example Webjet or Expedia), you can also request a voucher by visiting Manage booking.

Jetstar Hotel & Package Bookings

Customers with Jetstar Hotel & Package Bookings should visit the following page for cancelation advice and options.

Jetstar Contact Centre

We are experiencing an exceptionally high volume of customer contacts and we ask that customers refrain from contacting us unless they are travelling within the next 48 hours or are otherwise directed to do so by us.. This will allow us to service customers who need us most urgently.