Cancel Jetstar: Easy Method

What is Jetstar

Overview

Jetstar is a low-cost airline operating domestic and international services in and from New Zealand.

It offers basic fares with optional add-ons such as baggage, seat selection, and FareCredit for cancellation flexibility.

Service scope

Jetstar NZ operates domestic routes and regional services, with bookings made via jetstar.com, travel agents, or mobile apps.

Different fare products carry different change and cancellation options; FareCredit is specific to jetstar.com bookings.

How to cancel Jetstar

Cancel via Manage Booking (web)

• Go to jetstar.com and sign in to Manage Booking.
• If you purchased FareCredit at booking, cancel before airport check‑in opens (usually 3 hours before departure).
• After cancellation you should receive a credit voucher for the flight and in‑flight extras (excluding FareCredit cost) within 24 - 72 hours.
• FareCredit vouchers are valid for 3 years and apply only to bookings made on jetstar.com.
• For details see the FareCredit page: Jetstar FareCredit.

Cancel via travel agent or other channels

• If your booking (and FareCredit) was made through a travel agent, the agent must process cancellations on your behalf.
• The mobile app (App Store / Google Play) has no separate cancellation process documented; official guidance emphasises Manage Booking on jetstar.com.
• Contact your travel agent directly for agent-made bookings and evidence of cancellation or voucher issuance.

What happens when you cancel

Access to credits and vouchers

If FareCredit was purchased at booking, cancellation via Manage Booking will convert unused value into a credit voucher.

The voucher typically arrives within 24 - 72 hours and covers the flight and in‑flight extras, excluding the FareCredit fee itself.

Account and booking data

Your original booking is marked cancelled and any remaining unused fare value is recorded as FareCredit on your account or issued as a voucher.

Keep a copy of confirmation emails and voucher codes; these are required when rebooking or claiming refunds.

Will I get a refund?

Refunds for delays or cancellations within Jetstar control

For NZ domestic flights, if a delay or cancellation within Jetstar’s control changes departure by ≥3 hours within 72 hours of departure, you may be rebooked or entitled to a refund.

A refund equals the full unused fare or the difference if part of the ticket was used. Statutory rights under the Civil Aviation Act and Consumer Guarantees Act also apply.

Other refund situations and exceptions

If denied boarding due to overbooking, Jetstar will offer rebooking or a voucher, and may reimburse reasonable meals or accommodation depending on location.

There is no automatic 14‑day cooling‑off refund for standard bookings; refunds depend on fare type, disruption, or FareCredit terms.

Jetstar plans and pricing

Common fares and add-ons

The table below summarises common Jetstar NZ plans, sale fares, and add‑ons based on recent offers.

Prices and availability change with sales and route launches.

Pricing notes

These examples reflect recent 2024 - 2025 offers; sale prices vary by route and date.

Jetstar does not offer a standard subscription beyond Club Jetstar membership.

Your consumer rights in New Zealand

Statutory protections

Under the Civil Aviation Act and the Consumer Guarantees Act, passengers can be entitled to reimbursement for reasonable costs caused by delays or cancellations within the airline’s control.

Reimbursement can include meals, accommodation, and transport where reasonable and necessary.

Regulatory history and remedies

Jetstar was fined NZ$2.25 million for misleading customers about compensation rights and remediated over NZ$1 million to affected travellers.

The airline has since updated communications, staff training, and claims processes to better reflect consumer rights.

Customer experiences

Positive experiences

Some customers praise cabin crew professionalism and care during in‑flight service despite delays.

Positive reviews often note helpful staff on board and value for low‑cost fares.

Negative experiences

Many complaints reference system errors during booking, unexpected carry‑on or baggage charges, and poor communication with customer service.

Customers also report frustrations with refunds, delays or cancellations without sufficient support, and being removed from flights due to overbooking.

Documentation checklist

What to gather before contacting Jetstar

• Booking reference (PNR) and passenger name(s).
• Proof of FareCredit purchase if applicable (booking confirmation).
• Original ticket or e‑ticket and any change/cancellation emails.
• Receipts for any out‑of‑pocket expenses (meals, accommodation, transport).

Additional documentation for disputes

• Photos or screenshots of booking errors or system messages.
• Communication logs with Jetstar or travel agent (dates, times, names).
• Medical certificates or other evidence for extraordinary circumstances.

Common mistakes

Missing FareCredit or booking channel mistakes

Example: passengers assume FareCredit applies to bookings made through apps or agents; FareCredit applies only to jetstar.com bookings when added at booking.

If FareCredit was added via a travel agent, cancellations must be handled by the agent; attempting self‑service can delay resolution.

Waiting past cut‑offs and lacking receipts

Example: cancelling after airport check‑in opens can invalidate FareCredit eligibility; check the usual 3‑hour check‑in cutoff.

Example: submitting expense claims without receipts reduces the chance of reimbursement under Civil Aviation Act remedies.

Comparative recap

Quick comparison of cancellation options

The table below summarises cancellation routes, likely outcomes, and key timeframes to help decide next steps.

After cancelling

Next steps

Keep confirmation emails and voucher codes, and note expiry dates for FareCredit (3 years).

If you expect reimbursement for expenses, keep originals and submit claims promptly with receipts.

Useful links and claims

FareCredit information: Jetstar FareCredit.

Compensation and refunds help: Jetstar compensation & refunds.

FareCredit help article: FareCredit help.

Consumer NZ on Jetstar penalty: Consumer NZ article.

Commerce Commission update: ComCom news.

Jetstar response and improvements: Jetstar newsroom.

Address

Office location

Jetstar Auckland office (local office for enquiries): Ray Emery Drive, Māngere, Auckland 2022, New Zealand.

Postal and corporate notes

Jetstar NZ does not publicly list a separate postal address for cancellations; corporate head office claims may be handled via Melbourne offices.

For agent bookings, contact your travel agent for cancellation and refund processing.