Travel Alerts

We’re offering the option to cancel and receive a credit voucher on all new & existing flight bookings with travel dates from 15 Mar – 31 May 2020. The fastest way to request your credit vouchers & cancel your flight is online via Manage booking

 

Domestic Travel Restrictions

Last Updated: 05/08/2020 08:42 AM

State border travel restrictions are constantly changing. Restrictions may include mandatory entry permits, pre-approval and quarantine (possibly at your own expense), or you could be denied entry.

If you are traveling in or out of New South Wales between now and the end of August, or have a booking to fly in or out of Victoria between now and 13 September, you are eligible to cancel your booking and obtain a credit voucher to the value of the booking.

We'll email the voucher to you within two weeks of making the request

  • Enter the booking number and last name
  • Click 'View other Options' button
  • Select 'Request reimbursement' button
  • Select the applicable flights and click "reimbursement summary'
  • Confirm your request for a voucher

Alternatively, you may wish to wait to see if your flight is impacted by Jetstar’s current network review, in which case Jetstar will contact you directly in the coming days with a range of options, which depending on the circumstances may include a refund.

For travel within Australia please review the below border restrictions to ensure you can meet the conditions of entry. Please see the link to our FAQs at the bottom of this Travel Alert for more information.

State or Territory Travel updates & entry requirements

Australian Capital Territory COVID-19 updates
Travel documentation

New South Wales COVID-19 updates
Travel documentation

Northern Territory COVID-19 updates
Travel documentation

Queensland COVID-19 updates
Travel documentation

South Australia COVID-19 updates
Travel documentation

Tasmania COVID-19 updates
Travel documentation

Victoria: The use of masks at the airport and for the duration of flights to and from Melbourne is mandatory and it is strongly recommended on all other routes. COVID-19 updates

Western Australia COVID-19 updates
Travel documentation




Have a question about flight cancellations, changing flights or vouchers?
Please also read our COVID-19 Frequently Asked Questions

Help ease travel restrictions faster with the Australian Government's COVIDSafe App

We encourage all Australians to download and activate the COVIDSafe app.

The app helps state and territory officials to quickly contact people who may have been exposed to the virus. It’s easy, it’s secure and ultimately, it will mean less restrictions, which will let us all travel again sooner.

The COVIDSafe app also gives you extra reassurance if you are travelling. For more information and to download the app head here.>

International Flight Cancellations

Last Updated: 24/07/2020 02:54 AM

Due to ongoing international border closures as a result of COVID-19, we have cancelled international flights until 25 October 2020, including services between Australia and New Zealand.

Because the situation is constantly evolving and may change rapidly, at this stage, we have not made a decision to cancel international flights after 25 October 2020. Whether your travel is coming up in the next few months, or later in the year, we understand that you would like to know how your plans will be affected. Our network is reviewed on an ongoing basis and decisions to cancel flights for future travel dates are made in stages, in response to various factors impacting travel.

This means that customers who have booked a flight in late 2020 or 2021 may not know the status of their flight until closer to their travel dates. We know this is frustrating, however, we don’t want to cancel flights that we may be able to operate.

We will notify customers directly if there are any changes to upcoming flights and advise available options. Please check the email account you provided when making your booking.

Have a question about flight cancellations, changing flights or vouchers? Please also read our COVID-19 Frequently Asked Questions.

New Bookings / Fly Flexible

Last Updated: 24/07/2020 02:54 AM

Whether you’re planning to visit friends or family or take a long overdue holiday, we know you’re looking forward to booking your next flight. To ensure you can book with confidence, we’re introducing further flight flexibility.

One fee-free date change extended until 31 August 2020 - Australian domestic travel

If you book flights through jetstar.com between 21 May and 31 August 2020, we’ll waive the change fee if you decide to change the date of your travel. When you’re ready to rebook, you’ll need to cover any Fare Difference in your new booking and please be sure you make the change before your flight opens for check-in at the airport. 

This offer applies for travel between 12 June and 31 October 2020 on any Jetstar Airways (JQ) domestic flights within Australia. If you have both a domestic and international flight on your itinerary, a Change Fee will apply.

In the instance that your flight is cancelled by us, we’ll rebook you on the next available flight to your booked destination, at no additional cost to you. Alternatively, you can choose other options.

Greater flexibility when using credit vouchers

We’ve recently improved our travel vouchers. New and existing unused travel vouchers issued due to the impact of COVID-19 on travel by Jetstar Airways (JQ), Jetstar Asia (3K) and Jetstar Japan (GK), have become multi-use vouchers.

These multi-use vouchers can be used across multiple bookings - any outstanding credit from one booking can be used towards another. Customers can check their credit amount by visiting the voucher balance portal.

All other credit vouchers issued for reasons not listed above will be single use only. Customers should refer to the full Terms and Conditions.

We have also extended our voucher expiry dates for vouchers issued from 1 March 2020 due to the impact of COVID-19. We are now giving customers 12 months to redeem a voucher and book any available flight (excluding vouchers issued by GK). Our flights are generally made available around 12 months in advance, so customers will have about two years to travel.

If you booked through a travel agent or third party websites (e.g. Flight Centre) you will need to contact them directly.

Changes to Jetstar Pacific

Last Updated: 24/07/2020 02:13 AM

Jetstar Pacific (BL) flights will soon be rebranded as Pacific Airlines. All Jetstar Pacific bookings for travel from 29 July 2020 will be automatically moved to the Pacific Airlines reservation system.

Customers impacted by this change will be sent a new itinerary or details regarding any changes to their booking.

Travel from 29 July 2020

Customers that require assistance with an existing Jetstar Pacific booking for travel from 29 July 2020, plase contact Pacific Airlines on 1900 1550 (for customers in Vietnam) or email callcenter1@pacificairlines.com 

Note: Jetstar is no longer able to service these bookings and online self-service options are no longer available. 

New Pacific Airlines booking for travel from 29 July will be available via their website to be launched on 29 July 2020. 

Travel before 29 July 2020

Customers that require assistance with an existing Jetstar Pacific booking for travel before 29 July can change bookings via this link

Customers wishing to make a new Jetstar Pacific booking for flights departing before 29 July 2020 can visit jetstar.com.

Customers can find out more by going to our Jetstar Pacific FAQ page

 
Chat with one of our friendly Jetstar customer service staff.
We are currently experiencing exceptionally high levels of customer enquiries and really appreciate your patience at this time.
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