Temporary changes to domestic flights and international flights (last international flights on 26 March)
Last Updated: 21/03/2020 05:57 AM
Customers wanting to return to Australia
We understand that many people’s travel plans have been impacted by the spread of COVID-19 (Coronavirus) and various government travel restrictions.
We strongly encourage customers who are overseas and need to return home to Australia earlier than planned to go to Manage booking and move their travel plans to an available flight date prior to 1 April (no change fees apply). Instructions are below.
Changes to our network
In addition to changes previously announced, we will be suspending 100% of our International services, 70% of our Domestic services in Australia and 90% of our domestic services in New Zealand.
International suspensions are listed below in this Travel Alert and dates are subject to change.
Due to the scale of these changes, impacted customers will receive two emails. The first email will advise that your booking may be impacted and the second will provide details about the recovery options available to you. These options will include a credit voucher to the full value of your untraveled Jetstar booking.
If you do not hear from us again you don’t need to worry and your flight hasn’t been changed. You can check your booking details at any time by logging in to Manage booking
We intend to communicate to impacted customers from 19 March 2020 and are prioritising based on departure date.
Cancel your booking now and obtain a credit voucher
We are also giving customers with existing domestic and international flight bookings the opportunity to cancel their booking now and receive a credit voucher.
The voucher offer is available until 31 March for bookings to travel up to 31 May 2020. It applies to Jetstar Airways domestic and international travel in and from Australia and New Zealand and Jetstar Asia’s flights between Darwin and Singapore.
How to request your voucher
Customers with existing bookings should not call the contact centre. Due to high demand, we are experiencing long call wait times.
The fastest and easiest way to request a voucher is by visiting Manage booking and following these steps
- Enter your booking number and last name
- Select 'View other options'
- Select 'Request reimbursement'
- Select applicable flights and click ‘Reimbursement summary’
- Confirm your request
Please note, if you are already checked in you will need to contact us via Live Chat to arrange a voucher.
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.
If your flights were booked through a travel agency or third-party website (for example Webjet or Expedia), you can also request a voucher by visiting Manage booking.
Jetstar Contact Centre
Got a question about changing flights or vouchers? Please check our FAQs.
Please note that due to government restrictions imposed due to the COVID-19 outbreak and an exceptionally high volume of customer contacts, the quickest way to get help with your booking is via our self-service Manage booking portal.
We ask that customers refrain from contacting us unless they are travelling within the next 72 hours or are otherwise directed to do so by us. This will allow us to service customers who need us most urgently.
Suspension of International Flights
As a result of new government restrictions across multiple jurisdictions in recent days, we are strongly encouraging customers who are overseas and need to return home to Australia earlier than planned to move their travel plans to an available flight date prior to the suspension of our flights.
The suspension of international flights will happen progressively between 22 March to 26 March and will remain in place until 31 May 2020.
Please go to Manage booking to see the status of your Jetstar international flight.
List of impacted international routes
- All flights between Australia and New Zealand, last flight on 23 March 2020 with the exception of flights between Gold Coast and Wellington (last flight on 22 March). These suspensions include flights from:
- Flights between Auckland and Cook Islands, last flight on 19 March 2020
- Flights between Sydney and Fiji (Nadi Airport), last flight on 22 March 2020
- Flights between Perth and Bali, last flight on 23 March 2020
- Flights between Bali and Singapore, last flight on 22 March 2020
- Flights between Cairns and Bali, last flight on 22 March 2020
- Flights between Adelaide and Bali, last flight on 23 March 2020
- Flights between Darwin and Bali, last flight on 24 March 2020
- Flights between Melbourne and Bali, last flight on 26 March 2020
- Flights between Sydney and Bali, las flight on 23 March 2020
- Flights between Brisbane and Bali, last flight on 24 March 2020
- Flights between Melbourne and Bangkok, last flight on 24 March 2020
- Flights between Sydney and Phuket, last flight on 23 March 2020
- Flights between Melbourne and Phuket, last flight on 24 March 2020
- Flights between Sydney and Ho Chi Minh City, last flight on 22 March 2020
- Flights between Melbourne and Ho Chi Minh City, last flight on 23 March 2020
- Flights between Sydney and Hawaii (Honolulu) are suspended.
- Flights between Melbourne and Hawaii (Honolulu), last flight on 25 March 2020
- Flights between Cairns and Osaka, last flight on 23 March 2020
- Flights between Cairns and Tokyo, last flight on 23 March 2020
- Flights between Gold Coast and Tokyo, last flight on 23 March 2020
Auckland to Melbourne, Auckland to Gold Coast, Auckland to Sydney, Christchurch to Melbourne, Christchurch to Gold Coast, Melbourne to Queenstown, Gold Coast to Queenstown, Sydney to Queenstown and Gold Coast to Wellington.
New entry requirements for Australia
From 9pm AEDT 20 March 2020, only Australian citizens, residents and immediate family members can travel to Australia.
All travellers to Australia are required to self-isolate for 14 days, either at home or in a hotel.
Travel restrictions are subject to change and we recommend you check the Department of Home Affairs website for the latest advice
From 9pm AEDT 20 March 2020, only Australian citizens, residents and immediate family members can travel to Australia.
New entry requirements for Tasmania
The Tasmanian Government has announced that all non-essential travellers arriving in Tasmania will be required to quarantine for 14 days.
These measures introduced in response to COVID-19 come into effect midnight Friday night 20 March 2020.
Please note you will be required to fill out an arrival card and it is recommended to bring a pen.
The quarantine period will not apply to essential travellers – such as health care workers, emergency workers, defence personnel, air and ship crew, specialists, and essential freight personnel (truck drivers/spirit freight), and there will be stringent guidelines to manage this.
If you decide you no longer wish to travel to Tasmania you can cancel your booking and receive a credit voucher.
New entry requirements for Vietnam
The Vietnamese Government has announced new entry requirements for Vietnam.
From 9pm AEDT 20 March 2020, only Australian citizens, residents and immediate family members can travel to Australia.
As of Saturday 21 March all passengers on International flights to Vietnam will be subject to compulsory 14 day quarantine in a centralised facility from their entry date.
If you decide you no longer wish to travel to Vietnam you can cancel your booking and receive a credit voucher.
New entry requirements for Thailand
All Passengers travelling to Thailand will be subject to self-isolation or quarantine for 14 days on arrival.
Foreign nationals must provide a Medical Certificate certifying that they pose no risk of being infected by Coronavirus (COVID-19). The Medical Certificate must be issued no more than 72 hours prior to departure.
Foreign nationals must also have an insurance policy that shows minimum medical coverage in Thailand for Coronavirus Disease (COVID-19), in the amount no less than 100,000 USD.
Returning Thai nationals must obtain prior to departure and present at check-in a medical certificate certifying that they are ‘fit for flying’ (Fit to Fly health certificate) and a letter certifying the return to Thailand issued by the Royal Thai Embassy, Consulate General or the Ministry of Foreign Affairs
Passengers will be denied entry if unable to provide the above documentation.
If you decide you no longer wish to travel to Thailand you can cancel your booking and receive a credit voucher.