Volcanic ash - Bali update
Last Updated: 13/08/2015 04:48 PM
- Latest update
- Additional flights list
- Information for our customers in Bali
- Information for our customers in Australia
- Contact details
Latest update
Flying conditions around Denpasar remain favourable so we will operate all scheduled services and one additional return service to and from Bali today.
Please continue to check this page, as well as checking for any emails and SMS that we may send you. Customers will receive direct communication from us 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.
Additional flights list
Additional services: Thursday, 13 August 2015
- JQ7111 – Bali - Perth (was originally listed with flight number JQ7101)
- JQ7106 – Perth - Bali
Additional services: Friday, 14 August 2015
- JQ7041 – Bali - Melbourne
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 on either a Jetstar or Qantas service. If your new itinerary includes an overnight stay in a domestic Australian city your accommodation will be arranged for you.
Note: When you are rebooked, please note that flight numbers commencing with JQ8XXX are Qantas services.
If there is any change to the conditions 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
We have scheduled additional flights from Bali to Australia to get you moving as soon as possible. Additional flights are subject to clear flying conditions and local approvals.
If you have not already been rebooked on to an additional service you can now change your booking to the next available flight via the Manage My Booking section on Jetstar.com. Alternatively, you can contact our Call Centre on the numbers at the end of this Travel Alert.
To check the status of your new flight please refer to the Flight Status page on Jetstar.com or on the Jetstar smartphone app.
Information for our customers in Australia
You can change your booking to the next available flight to Bali via the Manage My Booking section 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 customers who hold a valid ticket for travel to or from Bali (Denpasar) between 5 August and 28 August 2015 whose flights have been affected by volcanic ash in Indonesia.
Please contact us 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.
We understand 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 continue to put on extra services to help get customers home as quickly as possible.
Options for booking alternative holidays
We are offering customers with bookings to Bali the option to change their holiday destination to any destination on its network.
We 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)