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THE AUSTRALIAN CONSUMER LAW


YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

This page provides an overview of your rights under the consumer guarantee
provisions of the Australian Consumer Law (ACL) where your flight is delayed or
cancelled. It is not a statement of the only rights that may be available to you
under the ACL (or any other law) and we recommend that you refer to the ACCC
website or obtain independent legal advice for further information.

All bookings and travel are subject to our Conditions of Carriage and Fare
Rules applicable to your booking. Nothing in our Conditions of Carriage or Fare
Rules affects your rights under the ACL.


CONSUMER GUARANTEES AND YOUR RIGHT TO A REMEDY UNDER THE ACL

The ACL contains guarantees which provide consumers with a basic, guaranteed
level of protection for services that they acquire, including:

 * guarantee as to due care and skill;
 * guarantee as to fitness for a particular purpose; and
 * guarantee as to reasonable time for supply.

If we fail to live up to any of these consumer guarantees for a relevant service
we provide, you may be entitled to a remedy under the ACL. If the breach of the
consumer guarantees cannot be remedied or amounts to a major failure, you are
entitled to a refund or other remedies under the ACL.
You may also be entitled to compensation for reasonably foreseeable losses
caused by the failure.

A major failure occurs when a reasonable consumer would not have purchased the
services had they known about the extent of the failure or the where the service
is substantially unfit for purpose and cannot be fixed within a reasonable time.


FLIGHT DELAYS OR CANCELLATIONS

We are committed to getting you to your destination on time, however sometimes
bad weather, natural disasters, technical problems, operational and other issues
can cause flight delays and cancellations. Your safety is always our first
priority and while we will try our best to provide our service in accordance
with the estimated departure and arrival time of your flight, flight times are
not guaranteed.

We recommend that you carefully consider your travel requirements when booking
your flight with us and allow extra time in your travel plans in case there are
unexpected changes to your flight, particularly if your travel is to attend a
scheduled event or you have onward travel plans with a third party service
provider. Travel insurance is recommended.

If a delay or cancellation occurs, we will provide you with assistance as set
out here – Compensation and Refunds. Depending on the circumstances, this may
include a refund and/or other compensation.

You may also be entitled under the ACL to a refund and/or compensation following
a delay or cancellation if this constitutes a breach of the consumer guarantees.

Whether there has been a breach of the consumer guarantees depends on the
circumstances and we consider a range of factors in determining whether our
services were provided in accordance with the consumer guarantees, including:

 * the reason for the delay or cancellation, for example whether it was caused
   by us* or by someone or something else^;
 * the length of any delay; and
 * whether we remedied the delay or cancellation, for example by reaccommodating
   you on another flight within a reasonable time (which will depend on the
   circumstances and may not be the same each time you travel).

Jetstar is not required to provide you with a refund because you have changed
your mind for any reason. However, you may be able to refund in these
circumstances depending upon the Fare Rules for your booking.


CLAIMING A REFUND OR OTHER COMPENSATION

If you wish to claim a refund and/or other compensation, please contact Customer
Care.

If you are entitled to a refund, the refund will be equal to the fare paid if no
part of the ticket is used. If part of the ticket is used, the refund will be
equal to the difference between the fare paid and the fare that would have been
payable if booked for the travel taken.


*Delay or cancellation within our control includes engineering issues, Jetstar
IT system outages, delayed delivery of baggage to the carousel due to resourcing
issues, late cleaning/loading of catering to the aircraft, crew/staffing issues
or any other circumstance which we can reasonably control.

^Delay or cancellation outside our control includes weather events, air traffic
control issues, industrial action by a third party, security issues or any other
unusual and unforeseen circumstances which we cannot control and the
consequences of which we could not have avoided.



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We acknowledge the Aboriginal and Torres Strait Islander Traditional Custodians
of the land on which we work, live and fly. We pay respect to Elders past,
present and emerging.

Jetstar Airways Pty Ltd, ABN: 33 069 720 243. Jetstar Asia Airways Pte Ltd, BRN:
200403570D. Jetstar Regional Services Pte Ltd, BRN: 201229688K. Singaporean
Travel Agent License No. 02495. Jetstar Japan Co., Ltd. Jetstar Holidays K.K.
Commissioner of Japan Tourism Agency Registered Travel Agency No. 1829.
© 2021 Jetstar Airways Pty Ltd.
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