Compassionate request

We are sorry that you or a fellow passenger are unable to travel due to the passing away or illness of a passenger or immediate family member. Please complete the form below so we can see if we can assist.

We will contact you as soon as possible (within 5 business days).

Step 1: Contact Information

(* Mandatory fields)

Please include the country and area code
(6 alpha or alphanumeric characters) If you are unsure of your booking reference, please provide your flight details below.

Step 2: Request Details

If you have been provided with a CASE ID about your specific issue already, please include it here.

Step 3: Comments

Please include relevant information regarding your booking, such as the specific flight or passengers affected and your relationship to the person who is ill or has passed away (if applicable).

Step 4: Attachments

Supporting documentation*

Please attach a medical certificate (for illness only), funeral home statement or death certificate. Correct documentation must be provided for our consideration (please see below).

File must be of type pdf,jpg,png,tif,doc,docx and must not exceed 4MB per attachment (max 2 attachments)

Personal information is only collected for the purpose of processing your request and is governed by our Privacy Policy.

In the case of illness, by submitting this request you confirm that you have the consent of the ill person for Jetstar to collect and assess the information.

Once you submit your request, we will consider your circumstances and provide an outcome at our discretion. We will endeavour to process your request within 15 business days and notify you of the outcome on the email address or phone number provided.

Requirements for supporting documentation

Passenger or immediate family member has passed away

If a passenger or immediate family member has passed away, a death certificate or funeral home letter on letterhead is required.  Newspaper clippings are not sufficient proof in order for us to consider your request.

Illness of passenger or immediate family member

A medical certificate issued by a registered medical practitioner on letterhead, must be submitted with the following info:

1. The passenger or immediate family member’s name

2. The dates that the passenger is unable to travel or dates of illness for the immediate family member

Important note:  The dates must match the flight dates/travel period of your Jetstar flights for your request to be considered.

Serious illness

A serious illness is when a passenger is unable to travel for a period of at least 6 months.  This must be listed on a medical certificate on letterhead by a registered medical practitioner.

Immediate family members

Immediate family members are considered: Mother, Son, Father, Daughter, Husband, Brother, Wife, Sister, De Facto Partner, Brother/Sister In-Law, Grandparent, Mother/Father In-Law, Grandchildren.

For requests involving immediate family members, you must provide a description of the relationship to the person who is ill or has passed away in the comments section.

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