Volcanic ash - Bali flights
Last Updated: 05/08/2015 11:12 PM
Mount Raung in Indonesia is emitting volcanic ash and winds in the region continue to push the ash cloud toward Denpasar Airport.
Following our evening assessment of the latest Volcanic Ash Advisory Centre (VAAC) information, our expert operations team has determined it is not safe to resume flying in the morning.
As a result of continued poor flying conditions, we have cancelled the following flights on 6 August:
- JQ110 – Perth-Bali
- JQ109 – Bali-Perth
- JQ 47 – Brisbane-Bali
- JQ 44 – Bali-Melbourne
We regret the disruption these cancellations will cause our customers but the safety of passengers and crew is our first priority. We awaited the latest advice from the VAAC this evening before making our decision because we wanted to give ourselves the best chance of operating flights tomorrow.
We will continue to closely monitor the movement of the ash cloud and update customers if continued poor flying conditions lead to further cancellations on 6 August.
At this stage, we are advising customers not to travel to the airport for flights to and from Bali and to closely monitor their flight status on Jetstar.com (or via the Jetstar app on their smartphones).
Our team will continue to monitor the ash cloud with the VAAC around the clock, and we will resume flying as soon as it is safe to do so.
Once flying conditions improve, we will operate additional services between Bali and Australia to get customers moving to their destination as soon as possible.
Jetstar understands some customers are concerned about the length of time it may take to get a seat on a later flight. Like we have done in previous weeks, we will put on extra services once it is safe to resume and this will help get customers home as quickly as possible.
Earlier flight cancellations
Wednesday, 5 August 2015:
- JQ35 -- Melbourne - Bali
- JQ37 -- Sydney - Bali
- JQ38 -- Bali- Sydney
- JQ43 -- Melbourne - Bali
- JQ44 -- Bali - Melbourne
- JQ58 -- Bali- Brisbane
- JQ105 -- Bali - Perth
- JQ106 -- Perth - Bali
- JQ116 -- Perth – Bali / Bali - Singapore
- JQ117 -- Singapore – Bali / Bali - Perth
- JQ127 -- Adelaide – Bali
- JQ128 -- Bali - Adelaide
- 3K 245 -- Singapore – Bali
- 3K 246 -- Bali - Singapore
Thursday, 6 August 2015:
- JQ117 -- Singapore - Bali / Bali - Perth
Advice for customers
At this stage we’re advising customers not to travel to the airport for flights to and from Bali and to closely monitor their flight status on Jetstar.com (or via the Jetstar app on their smartphones).
Customers booked on cancelled services can view and select new flight options via Manage My Booking on Jetstar.com
Alternatively they can check their email for more information or contact us using the details listed at the bottom of this alert.
Flight change options
Options are available to Jetstar customers who hold a valid ticket for travel to or from Bali (Denpasar) between 5 August – 19 August 2015 whose flights have been affected by volcanic ash in Indonesia.
Please contact Jetstar within 28 days of your original flight date to:
- Rebook your travel on an alternative flight between the same destinations on your original booking departing within 28 days of the intended travel date free of charge.
- Rebook your travel on an alternative flight between the same destinations on your original booking departing after 28 days of the intended travel date and we will waive the change fee. Fare differences may apply.
- Request a refund in Jetstar travel vouchers to the value of the fare purchased on the original affected flight. Travel vouchers can be used within six months to book future travel up to 12 months in advance.
Jetstar understands some customers are concerned about the length of time it may take to get a seat on a later flight. Like we have done in previous weeks, we will put on extra services once it is safe to resume and this will help get customers home as quickly as possible.
Options for booking alternative holidays
Jetstar is offering customers with bookings to Bali the option to change their holiday destination to any destination on its network.
Jetstar will waive flight change fees for any customers with a valid booking to Bali between 2 July and 19 August who wish to change their holiday destination, departing within 28 days of the intended travel date. Fare differences may apply.
Please contact the call centre to arrange this.
Contact details
To discuss your booking, please contact us:
- In Australia: 131 538
- Outside Australia: +613 9645 5999
- Singapore: +65 6499 9702
Calling from Indonesia?
- Free Skype call: JetstarAirways (search for this Skype ID)
- +62 803 852 9779 - Using an Indonesian (local) SIM card. (Charges apply, in English, Monday to Sunday, 24 hours)
- 001 803 852 9779 - Using a non-Indonesian SIM card in Indonesia (i.e. Global roaming). You must manually connect to the Indosat mobile network. (Charges apply, in English, Monday to Sunday 24 hours)
- 021 2555 6333 - If using a non-Indonesian SIM card, dial +62 21 2555 6333. (Charges apply, in Bahasa only, Monday to Friday, 8.30am - 5.00pm, Western Indonesian Time (WIB))
- +613 9645 5999 (Charges apply, in English, Monday to Sunday, 24 hours)