Compensation and refunds

We are committed to getting you to your destination on time, however sometimes bad weather, natural disasters, technical problems, operational and other issues can cause flight delays and cancellations. Your safety is always our first priority and while we will try our best to provide our service in accordance with the estimated departure and arrival time of your flight, flight times are not guaranteed.

We are committed to providing you with the highest levels of customer service including by looking after you if things don’t go as planned. We will provide you with assistance as set out below in the event of a delay or cancellation. Depending on the circumstances, this may include a refund and/or other compensation.

You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Law. In Australia, the Australian Consumer Law contains consumer guarantees which provide consumers with a basic, guaranteed level of protection for goods and services that they acquire. For further information, please visit our Australian Consumer Law information page. For details of statutory rights for New Zealand domestic flights, please visit our New Zealand Civil Aviation Act information page.

For international travel you may also have rights including under the Warsaw or Montreal Convention, other applicable law and our Conditions of Carriage.

Delays and cancellations

If a delay or cancellation occurs within 72 hours of the scheduled departure time and results in a change of three or more hours to your scheduled departure time, we will re-book you on the next available Jetstar flight at no additional cost to you. Alternatively, you may be entitled to a refund (further information set out below).

Depending on the circumstances, you may be entitled to further reasonable compensation under law (including, where applicable, the Australian Consumer Law, Consumer Guarantees Act NZ, the Civil Aviation Act NZ, and the Warsaw or Montreal Convention) in addition to what we outlined in the tables below.

For all Australian or New Zealand domestic flights and international flights from Australia or New Zealand, we will also provide you with the following assistance:

^#Jetstar will consider claims for all costs caused by the delay or cancellation on a case by case basis, including claims for higher amounts where reasonably incurred.

*Delay or cancellation within our control includes engineering issues, Jetstar IT system outages, delayed delivery of baggage to the carousel due to resourcing issues, late cleaning/loading of catering to the aircraft, crew/staffing issues.

^Delay or cancellation outside our control includes weather events, air traffic control issues, industrial action by a third party, security issues.

Commercial Overbooking

We take the utmost care in managing each flight, but on rare occasions a flight may be overbooked and we may need to seek a volunteer to change to another flight. If there are no volunteers, we will choose passengers to change to another flight. If this happens to you, and you arrived on time for your confirmed Australian or New Zealand domestic flight or international flight from Australia or New Zealand with all required documentation, we will re-book you on the next available Jetstar flight and give you a Jetstar travel voucher. If you live over 50km away, we will also provide you with assistance in accordance with a delay or cancellation within our control.

^#Jetstar will consider claims for all costs caused by the delay or cancellation on a case by case basis, including claims for higher amounts where reasonably incurred.

Refunds for delays, cancellations and overbooking

Customers are entitled to a refund in the following situations:

• If we make a significant change to your scheduled flight time for a reason within our control.
• A significant change means a change of three hours or more to your scheduled departure time.
• If we change your scheduled departure time by less than three hours for a reason within our control but you are unable to use the booking for its intended purpose and we are unable to book you on an alternative flight that is acceptable to you.
• If we are unable to carry you due to commercial overbooking and you have a confirmed reservation.

If you wish to claim a refund, please contact Customer Care. If you are entitled to a refund, the refund will be equal to the fare paid if no part of the ticket is used. If part of the ticket is used, the refund will be equal to the difference between the fare paid and the fare that would have been payable if booked for the travel taken.

You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Law or the New Zealand Civil Aviation Act. For further information, please visit our Australian Consumer Law information page. For New Zealand domestic flights, please visit our New Zealand Civil Aviation Act information page.

For international travel you may also have rights including under the Warsaw or Montreal Convention and other applicable law.