Network adjustment in response to COVID-19 (16 March)
Last Updated: 16/03/2020 07:30 AM
The wellbeing of our customers is, and always has been, our highest priority. In light of the Coronavirus outbreak, we have adjusted the number of flights on some routes and temporarily suspended others. We have also implemented a number of precautionary measures to ensure the health and safety of our customers and crew.
We continue to monitor the situation closely and review our flights based on the advice of the World Health Organisation, Centre for Disease Control, and Singapore Ministry of Health. If there are any changes to your flight, you’ll be contacted directly to
discuss your options.
If you are due to fly to or from Singapore, it’s important that you review the latest travel advice and meet immigration
requirements. These travel requirements are subject to change and we recommend you stay up to date with the latest changes.
Please visit the Manage My Booking section of our website to ensure your contact details are up to date.
TRAVEL TO/ FROM SINGAPORE (16 March)
The Singapore Ministry of Health (MOH) has introduced an extension of precautionary measures against the spread of COVID-19. From 16 March, 2359 hours, all travellers (including Singapore residents, long term pass holders and short-term visitors) entering Singapore with recent travel history to ASEAN countries, Japan, Switzerland, or the United Kingdom within the last 14 days will be issued with a 14 Stay-Home Notice (SHN).
TRAVEL TO/ FROM AUSTRALIA (15 March)
The Australian Government
has recently announced travel
restrictions for all passengers entering Australia. We understand that many people’s travel plans may be impacted and therefore Jetstar Asia is giving customers who are travelling to/ from Australia the ability to cancel their booking and receive a refund in the form of a credit voucher.
The offer is available until 31 March for bookings to travel up to 31 May 2020.
The voucher can be redeemed up to the value stated on the voucher in one booking only within 6 months of issue, for travel within 12 months of the booking date. A fare difference, if any, will apply.
Singapore - Darwin Passengers:
Passengers with an existing Jetstar Asia (3K) booking for travel between Singapore and Darwin should NOT contact us via Live Chat. Due to high demand, we are experiencing long call wait times. The fastest and easiest way 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'.
Connecting 3K passengers
Passengers travelling to/ from Australia on Qantas (QF) or Jetstar Airways (JQ) with a connecting Jetstar Asia (3K) flight should first try to arrange a credit voucher by following the steps above through Manage My Booking. If this is not available to your particular flight, please contact us via Live Chat so we can assist.
Note
If your flights were booked through a travel agency or third-party website, you will need to contact these companies directly to make changes to your booking.
TRAVEL TO/ FROM VIETNAM (15
March)
In response to COVID-19, the
Vietnamese Government has announced immediate immigration measures which
restrict entry to travellers, including Overseas Vietnamese, who have travelled
to or transited through the 26 Schengen Countries, Northern Ireland or the UK
in past 14 days.
In addition, passengers flying
into Vietnam may be required to complete a medical
declaration form or and will be required to wear masks in public spaces,
including airports.
Please make sure you have a mask with you
for your flight tomorrow as these will not be provided by Jetstar.
TRAVEL TO/ FROM MANILA (13 March)
The Philippines’ Government has
recently introduced community-based quarantine restrictions that may impact
domestic land, air and sea travel.
Customers travelling to or from
Manila on a Jetstar flight between 15 March and 14 April (inclusive) who are
impacted by the restrictions and need to change their travel plans may
contact us via our Live Chat for
the following options:
- A
full refund in the form of a Jetstar credit voucher - Free move to an
available service on the same route, departing after 14 April 2020
TRAVEL TO/FROM TAIPEI, OSAKA (10 March 2020)
Jetstar Asia will suspend services between Singapore-Taipei and Singapore-Osaka via Taipei from 1 April to 31 May 2020, when the situation will be reviewed again.
All affected passengers will be contacted directly by SMS and/or email and offered the following options:
- change travel dates at no charge to depart and return before 1 April 2020 or after 31 May 2020
- arrange a voucher to the value of the original booking for travel anywhere on the Jetstar network
- cancel their bookings and obtain a full refund
Customers can contact either Jetstar.com or their travel agent, depending on how they purchased their ticket for more information.
Flights to Osaka with Jetstar Asia are still available via Manila or Clark in the Philippines.
TRAVEL FROM TAIWAN (20 February 2020)
The
Taiwanese government is also 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 2020 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 TO/ FROM CHINA, HONG KONG (6 February)
All scheduled
services between Hong Kong and Singapore will be suspended from 15 February 2020 until further notice
Services from
Singapore to Shantou and Haikou will be suspended until 31 May 2020 when the situation will be reviewed again.
Services from Singapore to Hefei, Guiyang and Xuzhou will be suspended until 31 March when the situation will be reviewed again.
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.
Refunds can be requested using this form.
CALL CENTRE DEMAND (13 March)
Our customer service agents are experiencing a high volume of enquiries. Thank you for your patience.