Jetstar Airways Missed Flight Policy

Overview

Jetstar Airways, a low-cost Australian airline and subsidiary of Qantas, operates domestic and international flights. Its missed flight policy is governed by its Conditions of Carriage, fare rules, ticket type, Australian Consumer Law (ACL), New Zealand’s Civil Aviation Act for domestic flights, EU/UK Regulation 261/2004 for flights to/from the EU/UK, and U.S. DOT regulations for flights to/from the U.S. This policy outlines options for passengers who fail to board their scheduled flight due to personal reasons, airline-related delays, or other circumstances. Note that Jetstar Asia (3K) will cease operations from July 31, 2025, but this policy applies to Jetstar Airways (JQ) and Jetstar Japan (GK) flights.

Key Policy Details

• No-Show Policy: If you fail to check in by the deadline (60 minutes before departure for domestic flights, 90 minutes for international flights) or arrive at the boarding gate (30 minutes before departure), you are considered a "no-show." For non-refundable tickets (e.g., Starter, Starter Plus), the ticket value is forfeited, and the entire itinerary, including return or connecting flights, is canceled as tickets must be used in sequence. A no-show fee (e.g., $60-$120 USD or AUD 60-120, depending on fare type and route) may apply. Notify Jetstar before departure via the Manage Booking section, app, or airport counter to preserve ticket value as a credit (valid for 12 months). Unused taxes and fees are refundable, less an administrative fee (e.g., $20-$30 USD). Starter fares offer no recourse for missed flights, while Starter Plus or Business fares may provide partial (25%) or full credit if reported before departure with valid reasons (e.g., hospitalization, traffic incidents, bereavement) and documentation.
• Non-Refundable Tickets: No cash refunds are provided for missed flights on non-refundable tickets (e.g., Starter, Starter Plus, Starter Flex). Rebooking is possible, subject to availability, change fees (e.g., $50-$100 USD or AUD 50-99 per passenger per flight), and fare differences. Changes must be made via the Manage Booking section, app, airport counters, or the original booking channel. If the same fare is unavailable, a higher fare applies with no refund for lower fares. Starter fares are non-changeable unless bundled with Plus or Flex options.
• Refundable Tickets: Refundable tickets (e.g., Starter Max, Business Max) can be refunded for the unused portion, less a service fee (e.g., $20-$50 USD), if requested before the Change Deadline (typically when check-in opens) or within 12 months from issuance. Refunds are processed as vouchers (valid for 12 months) or to the original payment method within 7-14 days for credit card payments or 20 days for other methods through the original purchase channel. For Points Plus Pay bookings under Max fare rules, Qantas Points are re-credited, and cash portions are refunded or issued as vouchers.
• 24-Hour Cancellation Policy: For tickets purchased directly from Jetstar (ticket number starting with “131”), you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away. This applies to all fare types and must be requested via the Manage Booking section or app. Tickets purchased through travel agencies may not qualify.
• One-Hour Quick Fix: For domestic flights in Australia/New Zealand and Jetstar Airways (JQ) international flights (excluding JQ flights connecting to Jetstar Asia via Darwin), you can change flight dates or times within 1 hour of booking without a change fee, though fare differences apply. Changes must be made via the Manage Booking section. This does not apply to missed flights but can prevent issues if you anticipate missing a flight.
• Getaway Guarantee: For domestic flights, if you miss your flight due to long queues but arrive at the airport at least 60 minutes before departure, Jetstar will rebook you on the next available flight at no cost. For domestic flights missed by less than 15 minutes, you can rebook at no extra cost by visiting the airport’s customer service desk. International flights require arrival at the boarding gate 30 minutes before departure; missing this cutoff may require purchasing a new ticket at full cost.
• Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Jetstar-operated flight within the same booking (ticket number starting with “131”), Jetstar will rebook you on the next available Jetstar flight at no cost. If the delay exceeds 3 hours at your final destination and is within Jetstar’s control (e.g., mechanical issues, crew shortages), you may be eligible for compensation: €250 for flights up to 1500 km, €400 for 1500-3500 km, or €600 for over 3500 km under EU/UK 261, or up to $650 USD under U.S. DOT rules. For delays of 3+ hours, meals and refreshments are provided; for overnight delays, accommodation and transfers are offered if away from your home airport, subject to availability. Retain receipts for reimbursement.
• Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control, or security issues). Jetstar will assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers are responsible for additional expenses (e.g., accommodation, transport).
• Denied Boarding: If you miss a flight due to overbooking and checked in on time with all required documentation, Jetstar will seek volunteers first. If involuntarily denied boarding, you will be rebooked on the next available Jetstar flight and receive a travel voucher. If you live over 50 km from the airport, additional assistance (e.g., meals, accommodation) may be provided for delays within Jetstar’s control. Compensation may include €250-€600 under EU/UK 261 or $200-$650 USD under U.S. DOT rules, depending on delay duration.
• Special Circumstances: For missed flights due to hospitalization, traffic incidents, or bereavement, higher-tier fares (e.g., Starter Plus, Business) may qualify for partial (25%) or full credit if reported before departure with valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Care form. Approval is reviewed case-by-case. Starter fares offer no such recourse.

Steps to Take if You Miss Your Flight

• Contact Jetstar immediately via the Manage Booking section, mobile app, or airport customer service desk as soon as you realize you’ve missed your flight to explore rebooking options (subject to fees and availability) or preserve ticket value as a credit (valid for 12 months). Provide your booking reference (e.g., six-letter code like ABC123).
• For domestic flights, if you miss your flight by less than 15 minutes or due to long queues (arriving 60 minutes before departure), visit the airport customer service desk to rebook at no cost under the Getaway Guarantee. For international flights, arrive at the boarding gate 30 minutes before departure to avoid purchasing a new ticket.
• Explain the reason for missing the flight to determine eligibility for rebooking, credits, or fee waivers. For special circumstances (e.g., hospitalization, bereavement), submit documentation via the Customer Care form.
• Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility. Changes must be made before check-in opens; after departure, only refunds for unused taxes/fees or eligible Max fares are possible.
• Submit compensation or refund claims via the Customer Care form or virtual assistant Jess, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds take 7-14 days for credit card payments or 20 days for other methods; claims are acknowledged within 5 days.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays.
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Request an Insurance Verification Form via Customer Care for insurance claims, processed within 5 days.

Additional Information

If Jetstar cancels or delays your flight by 3+ hours or cancels with less than 14 days’ notice, you may choose a refund, rebooking, or compensation, depending on the circumstances. For cancellations within Jetstar’s control, you may receive a full refund (including fees for baggage, seats, or meals) or rebooking on the next available flight. Compensation for EU/UK flights (€250-€600) can be filed up to 6 years after the flight. For delays over 3 hours, meals or vouchers ($30 per person) are provided; for overnight delays, accommodation (up to $200 per room) and transfers are offered if away from your home airport. Retain all receipts for expenses and submit claims within 21 days for delays or 7 days for baggage issues. For unresolved claims, escalate to the Australian Competition and Consumer Commission (ACCC) or, for EU/UK flights, the relevant national authority (e.g., UK CAA). Comprehensive travel insurance is recommended. For more details, review Jetstar’s Conditions of Carriage, Customer Guarantee, or Compensation and Refunds page.