Volcanic ash - Bali update
Last Updated: 07/08/2015 12:06 AM
- Latest update
- Flight cancellations list
- Information for our customers in Bali
- Information for our customers in Australia
Latest update
Mount Raung in Indonesia continues to emit volcanic ash and unfavourable winds in the have pushed the ash cloud toward Denpasar Airport once again. Denpasar Airport was closed this afternoon, impacting all airlines.
Jetstar has cancelled morning flights on 7 August (AEST) to and from Bali following assessment of the latest information from the Volcanic Ash Advisory Centre (VAAC). A list of cancelled flights for 7-8 August is below.
To give ourselves the best chance of operating flights in the afternoon, we will await the next VAAC information due out Friday morning before making a decision on our flying plans for the rest of the day.
Our team will continue to monitor the ash cloud with the VAAC around the clock, and we will resume flying as soon as it is safe to do so. We will update customers if poor flying conditions lead to further cancellations tomorrow.
At this stage, we are advising customers not to travel to the airport for flights to and from Bali and to closely monitor their flight status on Jetstar.com (or via the Jetstar app on their smartphones).
Once flying conditions improve, we will operate additional services between Bali and Australia to get customers moving to their destination as soon as possible. Instructions on how to register for additional flights are below.
Flight cancellations
Friday, 7 August 2015 (listed by flight number):
- JQ43 -- Melbourne – Bali
- JQ44 -- Bali – Melbourne
- JQ82 -- Bali – Darwin
- JQ91 -- Bali – Cairns
- JQ106 -- Perth – Bali
- JQ109 -- Bali – Perth
- JQ110 -- Perth – Bali
- JQ117 -- Singapore – Bali / Bali – Perth
Saturday, 8 August 2015 (listed by flight number):
- JQ83 -- Darwin – Bali
- JQ107 -- Bali – Perth
We regret the disruption these cancellations will cause our customers but the safety of passengers and crew is our first priority.
Information for our customers in Bali
Additional flights – to be announced
When it is safe to resume flying, we will schedule additional flights from Bali to Australia to get our passengers moving as soon as possible. All additional flights are subject to clear flying conditions. 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 an additional flight back to Australia when it is safe to resume flying.
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 are planning to 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 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 – 19 August 2015 whose flights have been affected by volcanic ash in Indonesia.
Please contact Jetstar within 28 days of your original flight date to:
- Rebook your travel on an alternative flight between the same destinations on your original booking departing within 28 days of the intended travel date free of charge.
- Rebook your travel on an alternative flight between the same destinations on your original booking departing after 28 days of the intended travel date and we will waive the change fee. Fare differences 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 19 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)