Jetstar Airways customer service — how to get help fast? Contact phone numbers, emails, offices (2024 guide)
Jetstar Airways is one of the most reliable airlines in Asia Pacific. Its customer service is top-notch: contact via call centers, sales offices, emails, and airport helpdesks are responsive and you can often talk to a live person 24/7. However, there can be occasions when things go south and busy call centers won't answer your calls immediately.In this article, our experts have compiled the best ways (and important tips) to get in touch with Jetstar airlines staff for quick assistance and troubleshooting. Not only in Australia but all over the world when traveling abroad.
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Best ways to contact Jetstar
We know it all too well. Hours of waiting at a helpline just to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. Contacting customer service for any issue or concern can prove challenging and universally frustrating.
The goal of this article is to help you get the answer from Jetstar Airways as quickly as possible. Let’s start with the basics – depending on the nature of your inquiry, you can call Jetstar using the following telephone numbers:
| 131 538 | Jetstar Contact Center (from Australia) |
|---|---|
| 613 9645 5999 | Jetstar Contact Center (from overseas) |
| regional phone numbers | customer services in other countries |
| 1300 792 688 / 0800 401 283 | group reservations (Australia / New Zealand) |
| 1300 722 327 | Jetstar Hotels (Australia / overseas) |
| 1300 360 520 | Jetstar Holidays |
| 1800 257 504 | Jetstar Insurance (AIG Australia) |
| 133 677 / 1300 555 727 | disability services (TTY - Text Telephone / Speak & Listen) |
Do you really need to call Jetstar Airways?
Experienced travelers always use self-service options online or through the airline app first to see whether the problem can be solved without the help of an agent over the phone. For example, there’s no need to contact Jetstar Airways customer service if you just want to check the status of your booking, change the date of your flight, or cancel your trip – you can do this by visiting Manage Booking section of Jetstar‘s website (you will need booking reference and your last name to login).
Before contacting Jetstar it’s always a good idea to check their help pages such as:
… or problem-specific pages with answers to the most common questions you may have:
How do I talk to a live person at Jetstar Airways?
Basically, you’ll be talking to a real person every time you call one of Jetstar‘ phone numbers. There may be an automatic IVR (Interactive Voice Response) system interacting with you through voice or touch-tone dialing at the beginning though – it will make sure you will reach a company’s department adequated to your issue. This is also the system that puts you on hold if the lines are busy – but rest assured that on the other side there is always a human operator you can talk to.
Live chat is slightly different as there are many technologies (including AI and machine learning) that airlines can implement to get a “chatbot operator” experience. It is basically the software you interact with on the webchat that can recognize the meaning of the sentences you type as well as mimic human speech. But even there, a live person (part of Jetstar‘s customer service team) is available. Try typing “talk to human”, “live agent”, or something similar to tell the chatbot that your problem requires contact with a real person.
Similar to live chat are the social media messaging systems such as Twitter DM and Facebook Messenger. You may find yourself talking to a bot at the beginning, but there is also a real operator waiting on the other side to help customers solve non-obvious issues.
Lastly, email is basically handled by humans. You may receive an auto reply right after you send the message to one of the Jetstar‘s email addresses (it will be marked as such), but after some time you can expect a reply from a real person.
Requesting a refund
If you want to request a refund, it can be done via the jetstar.com website. First, you need to cancel your flight by logging in to the Manage Booking section of the website. You’ll then have the option to request a refund. More information about the process can be found on the Compensation and Refunds page.
If you need help with a reservation made not through the Jetstar Airways website/app but with a third-party such as OTA, travel agent, etc – try contacting their sales office for quick assistance.
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Booking through a travel agent can be a game-changer!
If you hate dealing with airlines’ customer care, consider using a travel agent to book your flights. They can remove all that drama from your booking experience. Good travel agents have “air teams” behind them (who have relationships with airlines), often work via a bigger agency, or with support of incredibly strong networks and connections.
When an airline cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you, on your behalf. They don’t even need to speak to the airline in most cases, since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.
The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not from the customer side.
Jetstar Airways email addresses
Generally, Jetstar Airways doesn’t provide any e-mail addresses or an online form for its customer service. The Contact Us form is only available when your inquiry relates to Jetstar Hotels.
However, some local branches around the world allow their customers to contact them via e-mail when the inquiry relates to group reservations. You can find a list of Jetstar Airways regional email addresses below:
| Country | Jetstar Email Address |
|---|---|
| Australia (group reservations) | groupreservations@jetstar.com |
| China (group reservations) | cngroups@jetstar.com |
| Hong Kong and Taiwan (group reservations) | hktwgroups@jetstar.com |
| Japan (group reservations) | japangroup@jetstar.com |
| New Zealand (group reservations) | groupreservations@jetstar.com |
Jetstar Airways live chat
Jetstar Airways does provide support via live chat (online chat on the website) for its customers. To access the webchat, visit the Contact Us page and select the topic that is most relevant to your problem. Some topics have an “Ask Jess” button while others “Start Live Chat”. Jess is a fictional figure, a personified chatbot that only offers automatic answers to simple questions.
If you want to talk to a human (someone from Jetstar customer service team), use the “Start Live Chat” button or – if already ‘talking’ to Jess – type “talk to live agent”.
You can also click this link to open a live chat immediately.
You’ll be transferred to a new browser window. Enter your name, email, and booking reference to start chatting with an airline representative.
If you are experiencing long waiting times for a live chat to appear on your screen, try another way to get in touch with a person from Jetstar customer care – visit their Facebook or Twitter profile and chat via Facebook Messenger or Twitter DM.
Don’t wait on hold: message Jetstar directly
Getting help from Jetstar Airways over the phone often means long waits. So here’s our advice: before you start calling the helpline, try to get a quick fix by contacting them via social media channels. Many travelers are reporting that they get a quicker response by sending a direct message (DM) to Jetstar about their issues. Most large airlines have teams of social media specialists, and in our experience, there’s no faster or easier way to get an issue solved.
To contact Jetstar support on Twitter, visit their @JetstarAirways profile, then click the envelope icon to send a direct message.
To contact Jetstar on Facebook, visit facebook.com/JetstarAustralia, then look for the Send Message button – it opens the Facebook Messenger window, where you can chat with the airline staff.
Never share personal details on Facebook public wall, or on Twitter feed. Always use the private Send Message button on Facebook or Direct Message function on Twitter to contact the airline.
When it comes to Twitter there’s one more trick to get in touch with the airline faster: mention @JetstarAirways in a tweet about your issue. Jetstar team will often notice it immediately, ask you for a direct message, and respond privately. It’s a method we recommend if your issue is particularly urgent.
How to file a formal complaint?
Sometimes you may wish to formally file a complaint with the hope that someone will address your concerns quickly. Delayed or lost baggage, booking cancellations, problems with getting a refund, excessive fees or charges, etc. are some of the issues you may want to complain about to Jetstar Airways.
To file a complaint you should contact the Jetstar Airways Customer Relations department via their live chat (there is no phone number, email address, or online form for that purpose). If the chat agent will be unable to resolve your problem immediately, you’ll get a case number and the Customer Resolutions Team will get back to you (usually within 7–15 business days).
If you are unsatisfied with how Jetstar Airways settles your complaint, you can contact the Airline Customer Advocate (ACA). The ACA works as “the ombudsman” (an official appointed to investigate individuals’ complaints against a company) to help you resolve problematic issues or concerns with an airline and it provides a free and independent service to airline customers.
You can lodge a complaint directly on the ACA website or by email. To discuss your complaint you can call the ACA phone number 1800 813 129 (Australia).
If you live in the United States, you can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division. In the United Kingdom, you can lodge a complaint directly with AviationADR – a dispute resolution scheme approved by the Civil Aviation Authority. Please note that it may take up to 90 days for the ombudsman to resolve your complaint.
