Volcanic ash - Bali update
Last Updated: 11/08/2015 05:16 PM
- Latest update
- Additional flights list
- Information for our customers in Bali
- Information for our customers in Australia
- Contact details
Latest update
We’re pleased to advise that, as a result of improved flying conditions near Denpasar Airport, we have resumed scheduled services to and from Bali and are now operating additional services.
If you were originally booked to fly to/from Bali today (Tuesday 11 August) we recommend you plan to travel as normal but remember to check your Flight Status on Jetstar.com before heading to the airport.
We will operate all scheduled flights today, along with six additional services from Bali and two additional services to Bali (from Australia).
We’re currently working through rebooking passengers onto additional flights from Bali, based on those who have previously registered urgent medical requirements, and those who have been disrupted for the greatest length of time (4 August onwards).
Please continue to check this page, as well as checking for any emails and SMS that Jetstar may send you. Customers will receive direct communication from Jetstar via the contact details listed on their booking. Customers who booked through Travel Agents may wish to contact those agents to update their bookings with their own personal details.
There is no need to contact our Call Centre as we will contact customers on these services directly to inform them of their new flight details. The Call Centre cannot rebook you on these services.
Additional flights list
Additional services: Tuesday, 11 August 2015
- JQ7101 – Bali – Perth
- JQ7103 – Bali – Perth
- JQ7106 – Perth – Bali
- JQ7105 – Bali – Perth
- JQ7042 – Bali – Melbourne
- JQ7058 – Bali – Brisbane
- JQ7035 – Melbourne – Bali
- JQ7036 – Bali – Melbourne
Additional services: Wednesday, 12 August 2015
- JQ7101 – Bali – Perth
- JQ7103 – Bali – Perth
- JQ7106 – Perth – Bali
- JQ7105 – Bali – Perth
- JQ7035 – Melbourne – Bali
- JQ7036 – Bali – Melbourne
- JQ7058 – Bali – Brisbane
Additional services: Thursday, 13 August 2015
- JQ7101 – Bali - Perth
- JQ7103 – Bali - Perth
- JQ7105 – Bali - Perth
- JQ7034 – Sydney - Bali
- JQ7033 – Bali - Sydney
- JQ7032 – Melbourne - Bali
- JQ7031 – Bali - Melbourne
We are currently planning additional flights on Thursday and Friday as well, including to and from more destinations in Australia.
If additional flights aren’t scheduled to arrive at your home city in Australia, we will accommodate you on a connecting domestic flight to your end destination with either a Jetstar or Qantas service.
When you are rebooked, please note that flight numbers commencing with JQ8XXX are Qantas services. If your new itinerary includes an overnight stay in a domestic Australian city, your accommodation will be arranged for you.
If there is any change to the conditions throughout this week we will provide a further update as soon as we can.
We regret the disruption recent cancellations have caused our customers but the safety of passengers and crew is our first priority.
Information for our customers in Bali
Additional flights
Now that conditions have improved, we have scheduled additional flights from Bali to Australia to get our passengers moving as soon as possible. Additional flights will be subject to clear flying conditions and local approvals. To travel on these services, please follow the steps below:
How do I book my return flight to Australia if I'm in Bali?
If you have NOT rebooked yourself to travel on a new flight after your flight from Bali was cancelled, we will automatically add you onto another flight back to Australia.
It is best to not make any changes to your original booking so that we can easily move you as additional flights become available.
If you HAVE rebooked yourself to travel on a new flight and would like to travel on an additional service we may schedule, you will need to register your original bookings details in our online Bali Flight Registration form.
Instructions:
1. Go to our online Bali Flight Registration form: https://ssl.jetstar.com/id/en/customer-service-portal/general-feedback
2. Fill out your contact information and original Booking Reference number.
3. If multiple customers purchased their original tickets together under the same Booking Reference number, only one form needs to be completed for the group. If you have multiple passengers across multiple booking references, simply complete one form for all.
4. Ensure that you provide your original flight details (you do not need to complete 'Step 4: Attachments')
I've filled out the online form, what happens now?
Based on your original travel date we will endeavour to re-book customers from the oldest to most recent delay.
We will contact you as soon as possible via email and SMS with your new flight information on the next available service in coming days.
To check the status of your new flight, please refer to the Flight Status page on Jetstar.com. Please don’t travel to Denpasar Airport unless your flight is scheduled to depart.
What if I'm in need of urgent medical assistance?
Please contact our Call Centre immediately on the numbers at end of this Travel Alert.
Information for our customers in Australia
How can I change my booking to Denpasar (Bali) if I'm in Australia?
Change your booking to the next available flight via Manage My Booking on Jetstar.com. You will be able to select from a list of existing and additional flights, depending on seats available.
To confirm your exact departure time please refer to the Flight Status page on Jetstar.com
Flight change options
Options are available to Jetstar customers who hold a valid ticket for travel to or from Bali (Denpasar) between 5 August – 28 August 2015 whose flights have been affected by volcanic ash in Indonesia.
Please contact Jetstar within 28 days of your original flight date to:
- Rebooking your travel free of charge to an alternative date, within 28 days of original departure (same destination).
- Rebooking your travel free of charge to an alternative date, within 28 days of original departure (any destination). We will waive the change fee however fare difference may apply.
- Request a Jetstar travel voucher to the value of the fare purchased on the original affected flight. Travel vouchers can be used within six months to book future travel up to 12 months in advance.
Jetstar understands some customers are concerned about the length of time it may take to get a seat on a later flight. Like we have done in previous weeks, we will put on extra services once it is safe to resume and this will help get customers home as quickly as possible.
Options for booking alternative holidays
Jetstar is offering customers with bookings to Bali the option to change their holiday destination to any destination on its network.
Jetstar will waive flight change fees for any customers with a valid booking to Bali between 2 July and 28 August who wish to change their holiday destination, departing within 28 days of the intended travel date. Fare differences may apply.
Please contact the call centre to arrange this.
Contact details
To discuss your booking, please contact us:
- In Australia: 131 538
- Outside Australia: +613 9645 5999
- Singapore: +65 6499 9702
Calling from Indonesia?
- Free Skype call: JetstarAirways (search for this Skype ID)
- +62 803 852 9779 - Using an Indonesian (local) SIM card. (Charges apply, in English, Monday to Sunday, 24 hours)
- 001 803 852 9779 - Using a non-Indonesian SIM card in Indonesia (i.e. Global roaming). You must manually connect to the Indosat mobile network. (Charges apply, in English, Monday to Sunday 24 hours)
- 021 2555 6333 - If using a non-Indonesian SIM card, dial +62 21 2555 6333. (Charges apply, in Bahasa only, Monday to Friday, 8.30am - 5.00pm, Western Indonesian Time (WIB))
- +613 9645 5999 (Charges apply, in English, Monday to Sunday, 24 hours)