A delayed or canceled flight is one of the most stressful experiences when traveling, and one of the most frequently searched topics online. Contrary to popular belief, Jetstar has a fairly specific assistance and compensation policy in the event of disruptions, which varies depending on whether the cause is within or beyond its control. This guide details this official policy, as well as how to track a flight’s status in real time.
Track your flight status in real time
Before even considering compensation, the first step is always to check the flight status. Jetstar offers an official live tracking tool, accessible on Jetstar.com under the “Flight Status” section or via the Jetstar app, by simply entering the flight number or route and date. It’s a good idea to turn on email or text message alerts when you make your reservation so you’ll be notified of any schedule changes.
Flight disruptions caused by Jetstar or other factors: Passenger rights explained
Jetstar remains committed to getting you to your destination on time, but adverse weather conditions, natural disasters, and technical or operational issues can sometimes cause delays or cancellations. Flight schedules are never guaranteed. The assistance policy distinguishes between two main categories:
– A delay or cancellation “within Jetstar’s control” includes, for example, technical issues, outages in Jetstar’s IT systems, delays in baggage delivery due to a shortage of staff,
– Delays in cleaning or loading catering, or staffing or crew issues such as a pilots’ strike,
– A delay or cancellation “beyond Jetstar’s control” includes weather events, air traffic control issues, industrial action by a third party, or security concerns.
This distinction directly determines the level of assistance and compensation.
In the event of a cancellation or a delay of 3 hours or more: If a delay or cancellation occurs within 72 hours of the scheduled departure time and results in a change of 3 hours or more from the scheduled time, Jetstar will rebook you free of charge on the next available Jetstar flight that suits you. If no alternative flight is available, you are entitled to a refund.
– If the cause is beyond Jetstar’s control:
In this case, if you were unable to take your Jetstar flight for a reason not attributable to Jetstar, you are entitled only to a voucher allowing you to take your flight on the next available date or at a later date of your choice. The voucher is generally valid for one year.
– If the cause is within Jetstar’s control:
For domestic flights within Australia and New Zealand, as well as international flights departing from these two countries, Jetstar provides the following assistance:
- In the event of a delay of 3 hours or more away from your origin airport: a meal voucher.
- Overnight stay: covered accommodations or a reimbursement per person.
- If you arrange your own overnight stay: as a guideline, a reimbursement of approximately 30 AUD/NZD/USD per person for meals, reimbursement of reasonable transfer costs, and approximately 200 AUD/NZD/USD per room for accommodations, upon presentation of receipts. These amounts are approximate and not capped: Jetstar reviews each expense reimbursement request on a case-by-case basis, including for higher amounts if reasonably incurred.
If the delay or cancellation occurs at your departure airport, only one meal will be covered in the event of a delay of at least 3 hours.
Flight overbooking:
Although rare, a flight may occasionally be overbooked. Jetstar first seeks volunteers to give up their seats; if none come forward, passengers may be assigned seats automatically. If you arrive on time for a confirmed domestic or international flight departing from Australia or New Zealand with all required documents, the Australian airline will rebook you on the next available flight and provide you with a travel voucher. If you live more than 50 km from the airport, the same assistance provided for a delay also applies.
When a refund is due:
A refund is provided in the following situations:
– A significant schedule change (of at least 3 hours) due to a cause within Jetstar’s control;
– A change of less than 3 hours due to a cause within the airline’s control without an alternative flight being offered; or a denied boarding due to commercial overbooking even though you had a confirmed reservation.
If you are entitled to a refund, it will be for the full fare paid if no portion of the ticket has been used; if a portion has been used, it will be for the difference between the fare paid and the fare that would have applied to the portion of the trip actually taken. → Find out how to request a refund from Jetstar.
Your additional legal rights: Compensation
Depending on your situation, you may have an additional statutory right to a remedy (refund and/or compensation) under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, the New Zealand Civil Aviation Act, or the Warsaw or Montreal Conventions for international flights.
Please note that these rights are in addition to, but do not replace, Jetstar’s internal policy described above.
For certain countries, specific local regulations may also apply (for example, compensation rules specific to flights departing from Vietnam), with conditions and time limits that differ from those mentioned here; be sure to check the page dedicated to passenger rights for your country of departure on jetstar.com.
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Policy / Convention |
Countries served by Jetstar |
Passenger rights |
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Montreal Convention (1999) |
Australia, New Zealand, Japan, Singapore, South Korea, Philippines, Indonesia, Thailand, Vietnam, Fiji, Vanuatu, Cook Islands (New Zealand), Sri Lanka, China (Shanghai – Jetstar Japan), Hong Kong (Soviet Air Force Base), Taiwan (Kaohsiung, Taipei). |
Compensation for actual damages caused by delays, lost or damaged luggage, injuries, and death. No automatic flat-rate compensation for delays. |
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Warsaw Convention (1929) |
Some states have not yet fully adopted Montreal, or certain transportation systems are governed by the old legal framework. Today, this agreement has become exceptional on the Jetstar network. |
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Australian Consumer Law (ACL) |
All domestic flights in Australia |
Right to a refund, rerouting, and, depending on the circumstances, compensation for reasonably foreseeable losses when the disruption is attributable to the airline. No fixed compensation comparable to European regulations eu261. |
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Civil Aviation Act (New Zealand) |
Domestic flights in New Zealand |
Provides remedies in case of cancellation or delay in accordance with the provisions of New Zealand legislation and applicable conditions. |