Member since 11 Apr 2018
Total posts 14
With both Qantas and Virgin now offering cash refunds for cancelled flights impacted by COVID-19, I'm surprised and frustrated to see Jetstar still holding out and enforcing vouchers in lieu of a refund. Has anyone had any luck on getting cash back on flights cancelled for COVID? Any advice on how to best approach this and escalate? Current process of online chat with Customer Service Rep who is not empowered to offer refund is not working out...
Member since 24 Dec 2013
Total posts 104
Jetstar cancelled my domestic flight last week. I contacted them to ask for a refund and they said yes. There was no pushback or argument.
Qantas - Qantas Frequent Flyer
Member since 04 Mar 2014
Total posts 79
Jetstar is the only airline i haven't been able to get a refund from, despite in some cases having a max (refundable fare).
I now have over $3K in credits....
Member since 17 Jun 2020
Total posts 2
If the flight has been cancelled, you should get a refund under Australian Consumer Law. If Jetstar is resisting, I would do a credit card chargeback so that you definitely get your money back.
Member since 08 Feb 2018
Total posts 103
It took a bit of effort but we got a refund on a busi max fare. Their attitude isn't acceptable though
Member since 02 Aug 2017
I was in a similar position a week ago, with JQ cancelling the flight I was booked on due to COVID border restrictions. JQ sent an email advising of the cancellation and offering a travel credit voucher, setting out all the steps you need to take to accept the travel credit voucher. In fact, accepting a travel credit can be done without ever having to contact a customer service assistant (either via chat or over the phone). It is not until you read the second half of the email where they imply you can get a cash refund: "If you need to, you can chat with us online about alternative options that are available to you, including a refund or a free move to an available flight". Quite obvious that this is genuinely designed to push customers towards accepting a travel credit rather than the cash refund they are (rightly) entitled to, through an email script which is hard to follow, and making it more difficult to obtain a cash refund over a travel credit. I contacted their online customer service team and was issued a cash refund.
Member since 05 May 2017
Total posts 12
I am surprised you are having this issue. I had a Jetstar flight cancelled on me and was offered the standard voucher. As it was cancelled I knew I was entitled to a refund. I contacted them via chat - was speaking to an agent within 7 minutes (which really surprised me). Asked for a refund. It was granted without question and I received the money back to my card in less than 10 days. Very impressed!
Hi Guest, join in the discussion on
Jetstar not issuing refunds for COVID cancelled flights
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox