The Jetstar Customer Guarantee was created so our customers know exactly what they can expect from us, and the high level of customer satisfaction we strive for in everything that we do.
We are committed to offering customers competitive fares, which is why if you find a comparable flight with another airline or a Jetstar flight on an eligible third party website that’s cheaper than you can get on jetstar.com, we’ll beat it by 10%. Conditions apply.
We strive to make every part of a customer experience with us uncomplicated, pleasant and enjoyable.
However, there are times for every airline when things don't go to plan, often because we have safety as our highest priority. If this is ever the case, we think it's important to know what customers can expect from us, and that they know we will always be helpful, fair, open and consistent.
That's why we've created our 10-point Jetstar Customer Guarantee for our customers, as available on the Jetstar website.
Refund and Voucher Delays
We’re managing an unprecedented volume of refund and voucher enquiries at the moment, and this has meant that our normal processing times for refunds and credit vouchers has increased significantly. If you’ve requested a refund or voucher for your booking and we’ve confirmed it’s on the way, you can rest assured that we’re working on it and we’ll get it to you as quickly as we can. Our teams are working around the clock to process these for you, and we appreciate your patience as we navigate through this crisis.
Our 10-point Customer Guarantee
This Jetstar Customer Guarantee applies to all flights operated by Jetstar Airways (JQ) and Jetstar Asia (3K) (effective from February 11 2010, and updated 12 August 2021). The commitments in this Jetstar Customer Guarantee apply in addition to any rights you have under our Conditions of Carriage, or under law.
1. Your safety is our highest priority
2. We commit to provide the lowest fares with our 'Price Beat Guarantee'*
3. Our team are always here to help, 24 hours a day, 7 days a week
4. We'll let you know your choices if your flight is changed before you travel
5. We'll keep you updated and provide options if things don't go to plan on the day
6. You will get what you paid for
7. We’ll resolve issues quickly
8. You can have confidence in how quickly we will refund your money
9. We share your passion for protecting our environment
10. We commit to the privacy of your personal information
1. Your safety is our highest priority
With our heritage as part of the Qantas Group, you can expect our absolute commitment to safety as our first priority, in everything we do.
In return, we expect our customers to behave in a manner that doesn't compromise the safety of other customers, our people or the operation of our aircraft. We have clear processes in place and will take appropriate action to keep everyone safe.
Thank you for respecting each other and our team, and helping to create a safe and positive environment for everyone.
2. We commit to provide the lowest fares with our 'Price Beat Guarantee'*
At Jetstar, we're committed to providing you with great, low fares - all day every day. That's why, if you find a published internet airfare on another airline that is lower than the lowest available Jetstar fare on the same route at a comparable time on Jetstar.com, contact us to book with Jetstar and we will beat the other airline's fare by 10%.
*Price Beat Guarantee full conditions
3. Our team are always here to help, 24 hours a day, 7 days a week
We absolutely value the custom of every single person who chooses to fly Jetstar, and appreciate everyone has a choice in their travel arrangements. We believe you are entitled to expect professional and courteous service at all points of contact with us.
We understand that the requirements of all our customers may differ, including our customers with a disability, and so we provide a range of special assistance services to ensure that travelling with Jetstar is a consistent and hassle-free travel experience.
If you need assistance with anything at the airport, our staff are there to help. That's why we continually invest in customer service training for all our team, who are there to look after you if you have any problems.
If you ever need to talk to us about anything, we commit to our customers that our Call Centre will be open 24 hours a day, seven days a week, 52 weeks a year. We also commit to having a decision-maker available in our Call Centre to address your query on the call. If you are not satisfied with their decision, we commit to explaining all alternate Jetstar options available to you. If we fail to meet this commitment, contact us and we'll provide you with a $50 Jetstar travel voucher. View voucher information and full conditions.
4. We'll let you know your choices if your flight is changed before you travel
We always try to minimise any schedule changes before you're due to travel and appreciate the impact that this is likely to cause our customers. Schedule changes are however made for many reasons - including reasons outside of our control; for example, airport runway works, or unplanned aircraft maintenance.
When we do cancel or reschedule your flight before you're due to travel with us, we do know it's important that you know in advance of any changes.
For schedule changes or a flight cancellation made before your day of departure, which delays your travel plans by more than 30 minutes, we commit to:
- advising you or your travel agent by email and/or SMS, using the relevant contact details provided in your booking; and
- if your flight is cancelled, offering alternative transport arrangements to get you to your destination at no additional cost to you, usually on the next available Jetstar flight before or after your booked flight.
If we fail to meet this commitment, contact us and we'll provide you with a $50 Jetstar travel voucher. View voucher information and full conditions.
5. We'll keep you updated and provide options if things don't go to plan on the day
Many things can happen, and issues may arise on the day you're travelling with us. Some of these may be within our control or some may not, like the weather or air traffic congestion.
We know that in situations like this, sharing information is really important, and we are committed to ensuring we deal with every issue that arises - fairly, openly and consistently.
Delays and Cancellations on the day of Departure:
All airlines at some time experience delays or flight cancellations at very short notice. At Jetstar your safety is always our highest priority, so sometimes we will have to delay or cancel your flight to ensure your travel is safe.
We certainly understand the impact this can cause, and have a firm commitment to minimising cancellations. At Jetstar we never cancel flights on the day of departure for commercial reasons, or when we have not sold enough seats.
However, despite all the efforts we make, it is sometimes unavoidable that a flight is delayed or that we have to cancel a flight on the day you're due to travel. In such circumstances, it's important that you know what to expect, so we're focused on keeping you informed about the status of departure times with regular announcements at the airport.
If on the day you're due to travel we have confirmed a delay of more than 45 minutes or we cancel your flight, and we are aware of the delay or cancellation more than two hours before the scheduled departure time, then we commit to:
- advising you or your travel agent via SMS using the relevant contact details provided in your booking; and
- if your flight is cancelled, offering alternative transport arrangements to get you to your destination at no additional cost to you, usually on the next available Jetstar flight before or after your booked flight.
If we fail to meet this commitment, contact us and we'll provide you with a $50 Jetstar travel voucher. View voucher information and full details.
A seat on your booked flight is no longer available to you:
On rare occasions a seat may not be available to you on your booked flight. This may be due to last minute aircraft changes to smaller aircraft, weight restrictions due to weather, seat inoperability, or very rarely overbooking of flights.
In the unlikely event that this happens, we commit to:
- always try to get you to your destination on the next available Jetstar flight on the day you were due to depart; or
- if we cannot do so, we will arrange another flight option for you, or a refund.
If we fail to meet this commitment, contact us and we'll provide you with a $100 Jetstar travel voucher. View voucher information and full details.
6. You will get what you paid for
We believe that air travel is all about choice, and you should be able to pay for only the services and products that you choose.
We offer you the opportunity to select from our 'buy on board' range or, on selected services, you can also choose to 'pre-pay' to enjoy products like in-flight entertainment, meals, comfort packs, 'Extra Legroom' seats or 'Up Front' seats.
In the unlikely event that you don't receive the 'pre-pay' options as promised, contact us and we will refund the purchase price of the product.
7. We’ll resolve issues quickly
For basic queries, the quickest answers can be found at Jetstar.com or by using our virtual assistant, Ask Jess. If your query or issue is more complex, see our Complaints and Compliments page and we’ll try to sort it out over the phone or Live Chat.
If we can’t answer it, you’ll get a case number and our Customer Resolutions Team will get back to you. We aim to provide an outcome or an update within 7 business days, but it can sometimes take up to 15 business days.
If we fail to meet this commitment, contact us and we'll provide you with a $50 Jetstar travel voucher. View voucher information and full conditions.
If you feel we haven’t been able to resolve an issue in the way you’d like, after you’ve requested a review of our initial response, you’re able to contact an independent service like the Australian Airline Customer Advocate.
8. You can have confidence in how quickly we will refund your money
Where we've offered you a refund, we know that getting your money back in a timely manner is important too. That's why we commit to completing any refund within 15 business days of agreeing to it, assuming your account details are valid.
If we haven't kept this promise, contact us and we will provide you with a $50 Jetstar travel voucher, in addition to your refund amount.
9. We share your passion for protecting our environment
We constantly strive to be one of the most environmentally responsible airlines in the world.
We do this through our successful carbon offset program, our focus on sustainable business practices, and with one of the most modern, fuel-efficient aircraft fleet in the skies, we always try to minimise our impact on the environment.
We're doing this together.
10. We commit to the privacy of your personal information
We respect the information you provide us when you make a booking, and will take all reasonable steps to prevent unauthorised access to that information.
Our Privacy Policy (also available through our Call Centre), explains how we handle your personal information.
You have the right to access and correct the personal information we hold about you.
If you wish to gain access to your personal information, make a complaint about a possible breach of your privacy, or you have any query on how your personal information is collected or used, please forward your request, complaint or query to our Customer Care Team. See our corporate addresses page for details of where you can write to us.
We commit to:
- sending you a dated acknowledgement of your written request within 24 hours of the receipt of the query by our Customer Care Team; and
- responding within 15 business days of receipt of your original correspondence.
If we fail to meet this commitment, contact us and we'll provide you with a $50 Jetstar travel voucher. View voucher information and full conditions.
Voucher Important Information
Vouchers will be created in either Australian Dollars (AUD), Singapore Dollars (SGD), or New Zealand Dollars (NZD) depending on the currency of the country you live in. If you're based in a country using another currency that can be used to make bookings on Jetstar.com, then we will issue you a voucher equivalent to the AUD amount as specified.
a) Your booking must be made within six months from the date your voucher is issued, for travel on any Jetstar flights available on Jetstar.com or through Jetstar Contact Centre at the time you redeem this Voucher.
b) Booking dates and travel dates will be strictly applied.
c) Jetstar will not extend the booking dates under any circumstances. Limited changes are permitted, charges may apply. Fare Rules apply. See Jetstar.com for further details.
d) You must redeem this voucher in one transaction only. Any amount not redeemed in that transaction will be forfeited. This voucher is not transferable - it is redeemable only by the person whose name is stated on the voucher for travel by that person.
e) This voucher is only redeemable up to the value stated on the voucher for Jetstar fares, taxes, fees and other charges associated with normal Jetstar internet or telephone reservations bookings. This voucher must be taken as stated and no compensation will be payable if the recipient is unable to use it as stated. This voucher is not redeemable for cash or other goods and services. Please note that Jetstar vouchers are not refundable and are redeemable for flights only (ie accommodation and car hire cannot be purchased with this voucher).
f) All travel is subject to availability at the time of booking, the fares conditions quoted at the time of booking and the Jetstar Conditions of Carriage.
g) Any additional travel or land content booked in conjunction with the use of the voucher will be subject to standard booking conditions.
Keeping our promises and commitments
Keeping promises is incredibly important to all of us at Jetstar.
We are committed to ensuring that we are always straightforward and honest with all of our communications with customers and that all our dealings are executed with the greatest integrity.
We are committed to continuously improving what we do and how we do it. That's why your feedback is so important to us. Send us your feedback through our Contact us page.
We encourage you to read our Conditions of Carriage and your Fare Rules, which provide more details of our terms and conditions. On this page you'll also find information that may assist you in your travels with us, including our Privacy Policy. The commitments in this Jetstar Customer Guarantee apply in addition to any rights you have under our Conditions of Carriage, or under law.