Travel Alerts

Jetstar Japan Updated Travel Information (2020 August 6)

Last Updated: 06/08/2020 06:35 AM

General Information
Please click here for COVID-19 related information, including travel restrictions, how Jetstar Japan is keeping you safe during this time, and our correspondences to the situation.

Suspended flights
Jetstar Japan has suspended some of its services as below. In each page, options are available for impacted customers.

- Domestic routes: Please click
here for more details UPDATED
- International routes: Please click here for more details

Please note:
Currently, we have been receiving high volume of phone calls and messages through Live Chat at Jetstar contact centre and may take a while to respond. If not urgent, please try again later. Thank you very much for your cooperation
and understanding. For FAQ, please click here.

Jetstar Asia Service Suspensions

Last Updated: 29/07/2020 07:55 AM

As border restrictions remain firmly in place across the region it is necessary to extend the suspension of the majority of Jetstar Asia’s scheduled services* until at least 31 August 2020. In addition:

  • Jetstar Asia’s Singapore to Darwin service has been suspended until 24 October 2020
  • Jetstar Asia's Singapore service to Shantou has been suspended until 25 October 2020
  • The launch of the new Jetstar Asia direct service between Singapore and Colombo, Sri Lanka has been postponed until 26 October 2020

All impacted Jetstar Asia passengers# will be contacted directly and offered a refund to the full value of their untraveled booking in the form of a travel credit voucher. 

Due to the high demand at our contact centre, the fastest and easiest way for customers to request a voucher is by visiting Manage My Booking and by following these steps:

  • Enter your booking number and last name
  • Click on the 'find out more' button
  • Select 'check flight options' button
  • Click 'view other options' button
  • Select 'request reimbursement'

The travel credit voucher is a multi-use voucher and can be redeemed up to the value stated on the voucher across multiple Jetstar bookings, within 12 months of issue. A fare difference, if any, will apply. Customers will receive a voucher within two weeks of making the request.

If your flights were booked through a travel agency or third-party website, you can also request a voucher by visiting Manage My Booking.

*Limited services to Manila, Bangkok and Kuala Lumpur to repatriate citizens and permanent residents, or those with prior written approval for travel, and general cargo operations will continue.

#Passengers with a 3K booking to/from the Philippines, Taiwan (China), Sri Lanka or Japan are requested to wait to receive a letter from Jetstar regarding available options before visiting Manage My Booking.

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

Holiday season alert

Last Updated: 22/07/2020 01:40 PM

During the summer holiday season, the congestion at the airport (check-in counters and security check) and surrounding roads and public transportation is expected. In addition, from the viewpoint of preventing COVID-19 infection, the airport takes measures such as securing temperature testing and social distance, and the procedure takes longer than usual. Therefore, please come to the airport with plenty of time (up to 1 hour and 30 minutes before departure).

Jetstar domestic check-in begins 2 hours before departure (3 hours for KIOSK).
  Online check-in is available from 7 days prior to departure date until 35 minutes prior to departure.   If you do not have baggage to check in, you can go directly through the security check and come to the boarding gate without stopping at the counter.

Check in counter and baggage drop is closed 30 minutes before departure time. If you do not check in before the closed time, you won’t be able to board your flight and you may lose your fare in full. Also, if you check any baggage,
please pre-purchase baggage allowance to avoid congestion at check in counter.

We recommend arriving at the airport early to allow enough time to make your way through the airport, taking into consideration clearing airport security.

Thank you for your cooperation for the on-time departure.

A message from The Scheduled Airlines Association of JAPAN

Last Updated: 29/06/2020 02:04 AM

■ Conditions of carriage regarding the prohibition of smoking and the use of all smoking devices in the cabin
From 1 July 2020, the conditions of carriage regarding the prohibition of smoking and the use of all smoking devices in the cabin will be amended to specifically mention smoking in the lavatory.

Captains can issue a "Prohibition Order" to anyone in violation of this regulation, and up to 500,000 JPY fine for continued non-compliance.

Please check the news release posted on The Scheduled Airlines Association of JAPAN website.


■ Measures undertaken by the Japanese airlines
In order to prevent the spread of COVID-19, the Scheduled Airlines Association of Japan has posted information on recommended airline initiatives aimed at keeping passengers safe. For more details, please click below URL.

Travel Voucher Flexibility

Last Updated: 17/06/2020 04:11 AM

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, where any outstanding credit can be used towards another booking. Customers can check on their credit by visiting the voucher balance portal.

All other credit vouchers issued for reasons not listed above will be single use only. Please refer to the terms and conditions of the pdf voucher in your email.

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 (excludes vouchers issued by Jetstar Japan GK). Our flights are generally made available around 12 months in advance, so customers will have about two years to travel.


Mandatory wearing of a mask when boarding Jetstar Japan flights

Last Updated: 16/06/2020 12:22 PM

From 20 May, as a COVID-19 infection prevention measure, excluding child under seven years-old and customers who are unable to use masks for medical reasons, it is mandatory to wear a face mask on board. We appreciate your kind understanding and cooperation.

Please click here for details.

Travel Voucher Flexibility

Last Updated: 16/06/2020 03:40 AM

Thank you for flying with Jetstar.

From Monday 15 June, new and existing unused travel vouchers issued due to COVID-19 impact on travel by Jetstar Airways (JQ), Jetstar Asia (3K) and Jetstar Japan (GK), will become
multi-use vouchers.

These multi-use vouchers can be used across multiple bookings, where any outstanding credit can be used towards another. Customers can check on their credit 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.

 

For Travel to/ from Taiwan (18 March 2020)

Last Updated: 22/03/2020 12:24 PM

The Taiwanese government is 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.

Alternatively, refunds can be requested using this form

The Taiwanese government has also 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 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 

FOR TRAVEL FROM VIETNAM TO KAOSHIUNG/TAIPEI/HONG KONG (18 March 2020)

Given the evolving situation of the COVID-19 and the subsequent reduced demand for air-travel services, Jetstar Pacific will suspend the following services:

  • From Da Nang to Kaohsiung and Taipei
  • From Da Nang to Hong Kong
  • From Hanoi to Hong Kong

All scheduled services for above routes will now be suspended until 31/05/2020 when the situation will be reviewed again. This is a flight suspension extension following our February 2020 announcement that all services will be suspended till April 30, 2020.  

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.

We apologies for the inconvenience this may cause you.

Flights to Mainland China (Updated on 28 February)

Last Updated: 04/03/2020 02:43 AM

Given the evolving situation of the 2019 novel coronavirus (2019-nCoV) and the subsequent reduced demand for these services, Jetstar Asia will bring forward the suspension of services between Singapore and Hong Kong.

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.

Ha Noi and Ho Chi Minh City to Guangzhou (Updated on 28 February)

All scheduled services from Hanoi and Ho Chi Minh City to Guangzhou will be suspended from 9 February 2020 until 30 April when the situation will be reviewed again.

All scheduled services from Hong Kong to Singapore will be suspended from 15 February 2020, with the final flight scheduled for 14 February 2020.

Cal
l Centre (Updated on 28 February)

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. please leave us our details in the Live Chat links and we will get back to you as soon as possible.

Jetstar Asia (3K) and Jetstar Japan (GK) customers with bookings to/from or via mainland China, travelling up until the 31st March also have the option to cancel and refund their bookings in full or to change their bookings to depart after 31 March 2020. 

Refunds can be requested using this 
form

Jetstar Pacific (JPA) customers with bookings to/from or via mainland China, travelling between 9 February and 30 April will be offered a full refund or credit voucher. 



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