“How do I get a refund for my Jetstar flight?” The answer depends almost entirely on three factors: the type of fare purchased, whether the FareCredit option was added, and who initiated the change (the passenger or Jetstar). This guide details the Australian airline’s official refund policy, and exactly how to get your money back.
At Jetstar, most fares are non-refundable by default if the passenger changes their mind. However, there are two ways to get a refund:
1. A bundle that includes a “Voucher Credit,” added to the reservation.
2. The FareCredit option, purchased separately at the time of booking, which entitles you to cancel and receive a credit.
What is Jetstar FareCredit?
FareCredit allows you, if your travel plans change before departure, to cancel your reservation (even on the day of the flight) and receive a voucher equivalent to the value of your flight, plus any extras included in the reservation (excluding the cost of FareCredit itself). This option is available on domestic flights in Australia, New Zealand, and Japan, as well as on all international flights between Australia and New Zealand, and on certain other international flights departing from Australia and Singapore.
Regarding the procedure: To cancel a flight covered by FareCredit, you must log in to Manage Booking before check-in opens at the airport for the flight in question. When you cancel, you’ll receive a credit voucher via email within 24 hours for the value of the flight and any associated extras (excluding the FareCredit fee); if multiple passengers on the same reservation are canceled, a single voucher will be issued in the name of the primary contact for the reservation.
Please note: If call center booking fees were charged, these are not refunded via the credit voucher.
Additionally, Qantas loyalty points used to pay for the original fare constitute a separate form of payment and cannot be recovered if a flight paid for with these points is canceled via FareCredit.
Finally, please note that it is not possible to add FareCredit retroactively to a booking that has already been made: this option must be selected at the time of the initial booking.
Refunds by fare type
Here is a breakdown, fare by fare, of what Jetstar’s official fare rules provide for in the absence of FareCredit:
– Starter Fare: Non-refundable, except where a remedy is provided for by applicable local law or the Conditions of Carriage.
– Starter with Plus Bundle: Generally non-refundable, except for the same legal exceptions.
– Starter with Flex Bundle: If the original fare already included the “Voucher Credit” option and you switch to another fare or bundle, you remain eligible for a refund in the form of a voucher.
– Starter with Max Bundle: If the original fare did not include the option to cancel the flight and you switch to a Max Bundle, a refund in the form of a voucher will not be available, unless you are entitled to a legal remedy or you added FareCredit to the original booking.
– Business Class: Non-refundable by default, except with the Max Bundle, which allows for a cash refund subject to a fee.
In all cases, a remedy (refund, alternative flight, or other) may still be available under certain circumstances provided for by Australian consumer law, your local law, or Jetstar’s Conditions of Carriage, and no fees will apply if you are entitled to an alternative flight under these provisions.
Reservations made through a Travel Agency or a GDS
For reservations without a physical ticket made through a global distribution system (GDS), refunds in the event of cancellation are subject to a refund fee per passenger and per reservation, and must be requested directly from Jetstar. For reservations made through a travel agency that include extras purchased directly from Jetstar, the request for a credit toward future travel for these extras must be made directly to Jetstar after the refund for the ticket itself has been requested through the agency.
When Jetstar cancels or changes the flight
It is important to distinguish between a voluntary cancellation by the passenger and a cancellation or change decided by the airline itself. When Jetstar significantly changes a schedule, cancels a flight, or denies boarding due to overbooking, the airline’s Conditions of Carriage generally provide for compensation: an offer of another available flight, a refund for the unused portion of the ticket if you choose not to travel on the replacement flight, as well as assistance in accordance with applicable regulations. In this case, no fees are charged to the passenger, unlike in the case of a voluntary cancellation.
How to request a refund from Jetstar
1. Go to Jetstar.com or open its mobile app, then log in to Manage Booking using your booking reference and last name (or email address).
2. Locate the flight in question and select the cancellation or refund option, if your fare or FareCredit option allows it.
3. If no self-service option is available, contact Jetstar customer service by phone or via online chat, this is also helpful if your situation involves a legal exception or special circumstances (bereavement, serious illness, see Jetstar’s compassionate request form).
4. Keep all written confirmations (voucher email, screenshot) for tracking your case.