Travel Alert - Customer options - Australia (English)

Customer options

Last Updated: 31/03/2020 01:32 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 30 April for bookings to travel up to 31 July 2020. It applies to Jetstar Airways domestic and international travel to and from Australia and New Zealand (excludes Jetstar Asia flights between Singapore and Darwin).



The Jetstar Airways voucher can now be redeemed 12 months from issue for travel up to a year ahead of the booking date. 



Any customer who has already received a Jetstar Airways voucher since March 1 2020 will have the extension automatically applied and we'll contact these customers directly over the next few days to let them know. 



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.



For Jetstar Airways vouchers 



The voucher can be redeemed in one booking only within 12 months of issue for travel within 12 months of the booking date. For Jetstar Asia vouchers, the voucher can be redeemed in one booking only within six 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.