We acknowledge that in recent years, the effects of the COVID-19 pandemic may have impacted our ability to provide the high standards of customer service in New Zealand that we hold ourselves to. This includes when we review claims for compensation following New Zealand flight disruptions within Jetstar’s control~.
If your New Zealand flight was delayed or cancelled due to reasons within Jetstar’s control~ and you believe your request for reimbursement was not handled correctly, please submit a claim for a secondary review via the form below.
Review my historical expense or compensation claim
If you would like a secondary review of a claim relating to a New Zealand flight delay or cancellation that was within Jetstar’s control~, or if you would like to raise a new claim, where the disruption occurred prior to 7 May 2024, please complete the form below.
You’ll also need to provide supporting documentation (if you haven’t already done so) such as your itinerary, email or SMS notification about the delay or cancellation, and any receipts, invoices or other proofs of payment for expenses incurred as a result of the disruption.
Please note, you should only complete this form if your disrupted flight was prior to 7 May 2024.
If your flight was on or after 7 May 2024, you can make a new expense claim. Continue reading below and do not complete this form.
New expense claim submissions
If your New Zealand flight was delayed or cancelled for reasons within Jetstar’s control~ you may have a statutory right to a remedy (including a refund and/or compensation).
For details of statutory rights for New Zealand domestic flights, please visit our New Zealand Civil Aviation Act information page. Please also see our Compensation and Refunds page.
You can submit a new claim by contacting our live chat team via the link below.
To assess your claim, our team will need your booking reference or itinerary, flight information and you’ll need to provide any supporting documentation such as email or SMS notification about the delay or cancellation and any receipts, invoices, or other proof of payment for expenses incurred as a result of the disruption.
Validating contact from Jetstar
Jetstar has been reviewing past claims and proactively contacting customers who may have been impacted by errors made in assessing their compensation claim for a New Zealand flight disruption in 2022 and 2023.
If you are contacted by someone from Jetstar and would like to validate the contact is genuine, you can do the following:
- Our Case Managers will provide you with a unique case number either by email or over the phone.
- You can contact our contact centre team either by calling 0800 800 995 (toll free from local landlines only, charges may apply from mobiles) or by live chat through Jetstar’s website, and then quote the unique case number to confirm it is legitimate contact from Jetstar.
- Case Managers may also need to obtain bank details as part of the remediation process, but we will only request these details by providing a secure link. If you would like to verify that the contact is genuine before providing details through the link, please follow the process above.
~ 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.