Network adjustments in response to COVID-19 (Updated on 15 March)
Last Updated: 15/03/2020 11:22 AM
The wellbeing of our customers
is, and always has been, our highest priority. In light of the Coronavirus
outbreak, we have adjusted the number of flights on some routes and temporarily
suspended others. We have also implemented a number of precautionary measures
to ensure the health and safety of our customers and crew.
We continue to monitor the
situation closely and review our flights based on the advice of the World
Health Organisation, Centre for Disease Control, and Singapore Ministry of Health.
If there are any changes to your flight, you’ll be contacted directly to
discuss your options.
If you are due to fly to or from Singapore
it’s important that you review the latest travel advice and meet immigration
requirements. These travel requirements are subject to change and we recommend you
stay up to date with the latest changes.
Singapore (Updated on 10 February)
The Singapore Ministry of Health (MOH) has introduced an extension of
precautionary measures against the spread of the 2019 novel coronavirus
(2019-nCoV). In summary:
- From 1
February 2020, 2359h, all new visitors with recent travel history to
mainland China within the last 14 days will not be allowed entry into
Singapore, or to transit through Singapore. -
With
immediate effect, the Immigration and Checkpoints Authority (ICA) will
suspend the issuance of all forms of new visas to those with PRC
passports. Singapore’s status as a visa-free transit facility for those
with PRC passports will also be suspended. - Previously
issued short-term and multiple-visit visas for those with PRC passports
will also be suspended. During this period of suspension, they will
not be allowed entry into Singapore.
Please read the announcements on 28 and 31 January 2020 .
For Jetstar Asia passengers who are no longer able to travel due to these new immigration restrictions, please contact us via Live Chat. Refunds can be requested using this form.
For travel to / from Australia (Update on 15 March)
The Australian Government
has recently announced travel
restrictions for all passengers entering Australia. We understand that many
people’s travel plans may be impacted and therefore Jetstar Asia is giving the
following customers the ability to cancel their booking and receive a refund in
the form of a credit voucher:
- Passengers with an existing
Jetstar Asia (3K) booking for travel between Singapore and Darwin
- Passengers travelling to or
from Australia on Qantas (QF) or Jetstar Airways (JQ) with a connecting Jetstar
Asia (3K) flight
The offer is available
until 31 March for bookings to travel up to 31 May 2020.
Customers with existing
bookings should not call the contact centre we are experiencing long call wait
times due to high demand.
From 9am (Singapore time)
Monday 16 March 2020, visit Manage
My Booking and enter your booking reference and last name to request a
voucher. This will be the fastest and easiest way to secure a voucher.
The voucher can be redeemed
up to the value stated on the voucher in one booking only within 6 months of
issue, for travel within 12 months of the booking date. A fare difference, if
any, will apply.
If your flights were booked
through a travel agency or third-party website, you will need to contact these
companies directly to make changes to your booking.
For travel to Vietnam (Updated on 15
March)
In response to COVID-19, the
Vietnamese Government has announced immediate immigration measures which
restrict entry to travellers, including Overseas Vietnamese, who have travelled
to or transited through the 26 Schengen Countries, Northern Ireland or the UK
in past 14 days.
In addition, passengers flying
into Vietnam may be required to complete a medical
declaration form or and will be required to wear masks in public spaces,
including airports.
Please make sure you have a mask with you
for your flight tomorrow as these will not be provided by Jetstar.
For travel to / from Manila
(Updated on 13 March)
The Philippines’ Government has
recently introduced community-based quarantine restrictions that may impact
domestic land, air and sea travel.
Customers travelling to or from
Manila on a Jetstar flight between 15 March and 14 April (inclusive) who are
impacted by the restrictions and need to change their travel plans may
contact us via our Live Chat for
the following options:
· A
full refund in the form of a Jetstar credit voucher
· Free move to an
available service on the same route, departing after 14 April 2020
For travel to Taipei, Osaka (Update on 10 March 2020)
Jetstar Asia will suspend services between Singapore-Taipei and Singapore-Osaka via Taipei from 1 April to 31 May 2020, when the situation will be reviewed again.
All affected passengers will be contacted directly by SMS and/or email and offered the following options:
- change travel dates at no charge to depart and return before 1 April 2020 or after 31 May 2020
- arrange a voucher to the value of the original booking for travel anywhere on the Jetstar network
- cancel their bookings and obtain a full refund
Customers can contact either Jetstar.com or their travel agent, depending on how they purchased their ticket for more information.
Flights to Osaka with Jetstar Asia are still available via Manila or Clark in the Philippines.
Other destinations
Jetstar Asia will reduce services across the network from 1 April to 31 May 2020 to better match demand and will be contacting all impacted passenger directly via email to advise them of their options.
As cancelled services are on multi-frequency routes, the majority of customers will be re-accommodated on alternative flights or offered a full refund.
*Subject to regulatory approval
For travel from Taiwan (Update on 20 February 2020)
The
Taiwanese government is also advising citizens of Taiwan not to visit any
countries with a warning level of ‘orange’, ‘red’, ‘alert’ or ‘warning.’
Customers departing Taipei between 31 January and 31 March and travelling to
these countries, which includes Singapore, who now wish to change their travel
plans may contact us via our Live Chat for the following options:
A full
refund in the form of a voucher to the value of their un-flown booking
Change
your date of travel with a waived change fee (fare difference will apply) for
flights departing before 31 August 2020.
Refunds
can be requested using this form.
Taiwan Summer
Holiday Update (Update on 12 February 2020)
The
Taiwanese government has recently announced it will postpone the Taiwan school
summer holiday period by two weeks due to the COVID-19.
The holiday period will now commence on 15 July 2020 and end on 13 Sept
2020. Any customer who had previously booked a Jetstar flight (before 4
February) for travel between 28 June – 15 July 2020 (inclusive), to or from
Taipei, who now wish to change their travel plans may contact us via our Live
Chat for the following options:
- A full
refund in the form of a voucher.
- Change
your date of travel with a waived change fee (fare difference will apply) for
flights departing between 15 July and 13 September 2020
Important
Information
If you need more
information on how to redeem the travel vouchers, you can click on this link.
If you prefer an
English-speaking customer service agent, you can leave us your details via
this link.
As all our customer
service agents are experiencing a high volume of enquiries, please accept our
apologies that we may not be able to answer immediately.
We seek your kind understanding and patience and if you can't get through,
please try again later.
For travel to Hong Kong, Shantou and Haikou (Update on 6 February)
All scheduled
services from Hong Kong to Singapore will be suspended from 15 February 2020,
with the final flight scheduled for 14 February 2020.
Services from
Singapore to Shantou and Haikou will be suspended, with the final flights
scheduled for 7 and 8 February 2020 respectively. Services will be
suspended until 31 May 2020 when the situation will be reviewed again.
All customers
impacted by these changes will be contacted directly by SMS and/or email and
will be able to cancel their bookings and obtain a full refund or credit
voucher. Alternatively, customers can contact either Jetstar.com or their travel agent, depending on how they purchased their
ticket.
For travel to/ from
Hefei, Guiyang, Xuzhou (Update on 28 January 2020)
With China
temporarily banning international group travel from China, Jetstar Asia will
temporarily suspend its services to Hefei, Guiyang and Xuzhou until 31 March
2020 when the situation will be reviewed again. The last flights to Hefei,
Guiyang and Xuzhou operated on Thursday 30 January.
All customers
impacted by these changes have been contacted directly by SMS and/or email and
will be able to cancel their bookings and obtain a full refund or credit
voucher.
We are in
regular contact with the health authorities and continue to monitor the
situation very closely. Please visit the Manage My Booking section of our website
to ensure your contact details are up to date.
Refunds can be requested using this form.
Call Centre (Update on 13 March)
Our customer service agents are experiencing a high volume of enquiries. Thank you for your patience.