Jetstar Asia responds to customers’ concerns about cancellations and refunds

SINGAPORE – As Singapore-based low-cost carrier Jetstar Asia prepares to close, with

its final day of operations on July 31

, customers have raised concerns about flight cancellations and refunds.

The Straits Times posed the most common questions to Jetstar Asia. Here is what its spokesperson said.

Q: What will Jetstar Asia’s schedule look like in the coming weeks as operations wind down?

Jetstar Asia’s schedule will progressively reduce over the coming weeks.

Our new schedule has been finalised and

customers who are impacted by schedule changes

will be contacted on June 12 with their options, which include alternative flights where possible (including with other airlines) or a full refund.

Customers who are not contacted with schedule changes can proceed to the airport as normal, with their flight operating to schedule.

Q: When will affected customers be notified about refunds, and how?

By June 12, all customers will be contacted with details of alternative flight options where possible or offered a full refund. We ask customers to check the e-mail used at the time of booking for details.

Q: Why have some requests for refunds been denied?

All customers are entitled to a monetary refund, which will be processed to their original form of payment. If a customer originally paid by voucher, the refund will be processed into the form of a voucher, which will be converted to cash after July 31.

Q: Will Jetstar Asia compensate customers for monetary losses as a result of the airline closing shop?

Any customers with non-refundable deposits for expenses such as hotels and car rentals should contact us, and we will consider all requests on a case-by-case basis.