Some Jetstar Asia customers facing issues requesting refunds, airline working to minimise disruptions

Following the announcement of the impending closure of Jetstar Asia, some passengers have had their flights cancelled or rebooked on alternative flights — including this writer.

Affected passengers received an email informing them of the changes:

The email outlined the possible impact on passengers' bookings and included instructions on how to cancel their flight if they no longer wished to travel under the revised arrangements.

Cancellation form not working

Customers were offered alternative flights by Jetstar Asia or the option to secure a full refund for any untravelled segments by completing the cancellation form provided.

In my case, my flight from Bangkok to Singapore was rescheduled from 4:55pm to a 9:20pm departure on the same day.

However, when I clicked the link to the cancellation page in the email, I was redirected to a webpage belonging to Proofpoint, a cybersecurity firm.

Additionally, my rebooked flight details did not reflect the 30kg baggage allowance I had purchased in my original booking.

In response to queries from Mothership, Jetstar Asia explained that the form is a security-protected link that works only when accessed directly from the original email.

It will thus not work if it is forwarded on.

Despite this, attempts by my travel group to access the form via the original email also failed.

Others facing issues

A look through Jetstar Asia’s Instagram and Facebook pages revealed that I was not alone in experiencing problems.

Several customers commented on the airline’s post, saying they were also unable to cancel their flights using the provided form.

Others shared that they were unable to request a refund on the airline's "Manage Booking" page.

In response, a Jetstar Asia representative replied to some of these comments on Facebook, offering an alternative link and requesting customers message them directly if they continued to face issues.

The alternative link directed to the airline’s "Manage Booking" page, which did not permit cancellation due to "fare rules".

It’s worth noting that my booking was under a "Starter fare" — a class that is typically non-refundable, except in certain circumstances, such as those covered by Australian Consumer Law, Singapore law, or Jetstar’s Conditions of Carriage.

Jetstar Asia clarified in its response to Mothership that all customers are eligible for a full refund.

The website might not have been updated to allow for all customers to select this option.

Longer-than-usual wait times for customer service

Alternatively, customers who wished to speak to a customer service agent can call the hotline numbers (+65 6499 9702 or +61 3 9645 5999) or chat with a live agent.

Jetstar Asia told Mothership that it is currently experiencing "longer-than-normal wait times" on its phone hotlines and live chat.

It asked for customers' understanding as it worked through options that "minimise any impact to their travel plans".

My attempts to contact Jetstar Asia’s hotline numbers around 3:30pm on Jun. 11 were unsuccessful.

However, my travel group managed to connect with a live agent at around 5pm (after waiting for about an hour in the virtual queue).

The agent confirmed that our 30kg baggage allowance was still valid and was able to cancel the rebooked flight and offer a full refund upon request.

Jetstar Asia's closure

Jetstar Asia announced on Jun. 11 that it would permanently cease operations.

Flights will continue to operate until Jul. 31, with a "progressively reduced schedule".

In an updated statement to Mothership, Jetstar Asia said it has contacted all customers with bookings beyond Jul. 31 to inform them of the cancellations and to offer a full refund.

For those affected by schedule changes in the coming weeks, the airline said it is contacting other airlines to confirm availability to be able to offer customers new flights and minimise any impact to their plans

"We will reach out directly to these customers to provide them their options within the next 48 hours," Jetstar Asia said.

Top photo via Mothership