Jetstar Airways Customer Service — How To Get Help Fast?Jetstar Contact Phone Numbers, Chat, Emails, And Offices (2023 HowTo 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.
Jetstar Airways customer service and contact phone numbers in Australia (Brisbane, Ayers Rock, Cairn, Adelaide, Canberra, Darvin, Gold Coast, Hervey Bay, Hobart, Melbourne, Launceston, Mackay, Newcastle, Proserpine, Perth, Sydney, Rockhampton, Sunshine Coast, Townsville), New Zealand (Auckland, Christchurch, Hamilton, Dunedin, Napier, New Plymouth, Nelson, Wellington, Queenstown), China (Beijing, Wuhan, Zhengzhou), Cook Islands (Rarotonga), Fiji (Nadi), Indonesia (Bali, Mataram Lombok, Jakarta), Japan (Osaka, Nagoya, Tokyo), Malaysia (Kuala Lumpur), Philippines (Manila), Singapore, South Korea (Seoul), Thailand (Bangkok, Phuket), USA (Honolulu), Vietnam (Ho Chi Minh City), and more.
Best ways to contact Jetstar Airways
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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No answer? Alternative methods to contact Jetstar
There are times when the airline simply won’t answer your calls. Take a deep breath, and instead of wasting time on an unsolvable task, try to get help from Jetstar Airways through one of their alternative channels:
| call centers | phone numbers by country |
|---|---|
| emails | useful email addresses |
| online chat | customer service via live chat |
| currently unavailable | |
| social media | Twitter and Facebook for direct contact |
| travel alerts | updates on travel in region |
| travel requirements | travel requirements by destination |
| airports and terminal | information about departure terminals by airport |
| feedback and complaints | to let the airline know about your experience |
Jetstar Airways call center waiting times
Jetstar Airways (like most airlines) employs a certain number of staff in its call centers – sufficient to serve customers under standard conditions. If these conditions change (flight cancellations due to lockdowns, peak travel times such as school holidays, etc.) the airline usually puts more resources into customer service. Unfortunately, these extra measures are not always adequate for the situation, so Jetstar Airways‘ waiting times occasionally can increase.
You issue hasn’t been resolved? You can call back and speak to another agent (she may have more experience or training) or ask to talk with a supervisor.
According to our tests, the average wait time for the Jetstar Airways call center was between 5 and 25 minutes – depending on when we were calling. However, at times when the airline gets hit with an unprecedented wave of calls amid mass cancellations, even frequent flyers with the Frequent Flyer status are facing lengthy waits. With that in mind, we’ve found that some times are certainly better than others to call customer support:
Best times to call Jetstar Airways
To decrease on-hold times, try to call Jetstar Airways at off-peak times during the middle of the week (Tuesday to Thursday). Basically, the earlier in the day you call, the less you’ll have to wait. Experienced customers suggest that the best time to call is right as the call center opens (6am for the Australian center). Also, late hours on weekends can increase the chance for your call to be answered promptly.
Consider dialing a foreign call center as a workaround to reduce your holding times.
Direct messages (DM) sent to Jetstar Airways social media channels often get a response and solution within minutes. If you are experiencing long waiting times when calling helpline, try to contact the airline directly on Twitter or Facebook.
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Jetstar Airways phone numbers
Here’s an important tip if you are experiencing long waiting times at the Jetstar‘s call center:
Instead of competing for time with the call center in Australia., jump the line by dialing the ones in other countries – New Zealand, Singapore, Taiwan, US, etc. International customer service can handle your booking just the same as the main call center. Travelers report that the Jetstar Airways helpline in Singapore (+65 6499 9702) has much shorter wait times – sometimes just a few minutes.
As a last resort head for the foreign language-speaking call center. It will help if you are comfortable with that language, but generally, the hotline staff also should speak English.
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Consider using Internet phone services like Google Voice, Skype, Talkatone, or Viber to call Jetstar Airways phone numbers when you are overseas to avoid high rates.
| Country | Jetstar Phone Number |
|---|---|
| Australia | 131 538 |
| Cambodia | 855 92 398 333 / 855 92 392 333 |
| Canada | +613 9645 5999 |
| China | 4001 201 260 |
| Fiji | 008 002 171 / +613 9645 5999 |
| Germany | +613 9645 5999 |
| Hong Kong | 852 3192 7451 / +613 9645 5999 |
| Indonesia | 613 9645 5999 |
| Japan | 0570 550 538 / 050 3163 8538 |
| Malaysia | 1800 813 090 |
| New Zealand | 64 9975 9426 / 0800 800 995 |
| Philippines | 1800 1611 0280 / 613 9645 5999 |
| Singapore | 65 6499 9702 |
| Taiwan | 00801 852 015 |
| Thailand | 66 2267 5125 / 001 800 611 2957 |
| South Africa | +613 9645 5999 |
| Switzerland | +613 9645 5999 |
| UAE (United Arab Emirates) | +613 9645 5999 |
| UK (United Kingdom) | +613 9645 5999 |
| US (United States) | 1866 397 8170 / +613 9645 5999 |
| Vietnam | 12280015 / 121010020 |
| other countries | +613 9645 5999 |
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Politeness wins the day! No matter how you get in touch and how stressful is your problem, your best bet for getting what you want is to be a decent person – it helps to be levelheaded and respectful. Take a deep breath and imagine yourself on the other side of the phone.
Customer care for frequent flyers
Being a low-cost airline, Jetstar doesn’t have its own frequent flyer program. It only offers Club Jetstar – a paid yearly membership that brings flight and baggage fee discounts, early access to famous sales on jetstar.com, and other travel perks.
However, customers can earn points or miles from Jetstar flights through one of the partner airline loyalty programs:
- Qantas Frequent Flyer — phone number 13 11 31 (Australia) or +61 3 9658 5302 (overseas)
- Emirates Skywards — phone number +971600555555
- JAL Mileage Bank — phone number 1800-531-870
Jetstar is owned by Qantas, so sometimes you can access a Qantas lounge while flying on a Jetstar ticket. If you are already at the airport, you can head into the Qantas lounge and ask the airline representative for help. Just make sure you are eligible to access the lounge area.
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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.
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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.
Jetstar Airways customer service FAQ
Q: Does Jetstar Airways offer a call-back service?
A: The very useful call-back function is currently unavailable for Jetstar customers.
Q: Is Jetstar Airways customer service open 24 hours?
A: No, the main Jetstar customer service in Australia (131 538) is open from 6am to 10pm AEST (Mon-Sun). Call centers located in other countries are usually operating similar hours on weekdays and are often closed on weekends and public holidays.
Q: What is Jetstar Airways urgent/emergency phone number?
A: Jetstar air doesn’t offer a dedicated emergency phone number. In case of urgent issues you should contact the main call center at 131 538.
Q: What is Jetstar Airways phone number to book a flight?
A: To book a flight call Jetstar customer service at 131 538.
Q: What’s Jetstar Airways phone number to change a flight?
A: If you need to make changes to a flight, you can do it online by visiting the Manage Booking section on the jetstar.com website. If you need further assistance with changing flight, call the main customer service phone number: 131 538.
Q: What is Jetstar Airways WhatsApp number?
A: Currently, Jetstar does not provide a WhatsApp number for its customer service.
Q: What is Jetstar Airways postal address?
A: To post a mail to the airline, use the address: PO Box 4713, Melbourne, VIC 3001, Australia.
Q: What is Jetstar Airways phone number to cancel a flight?
A: To cancel a flight you can call Jetstar customer service at 131 538. However, an easier way to cancel a booking and request a refund is to use the jetstar.com website and log in to the Manage Booking section.
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