Jetstar’s Downgrade Compensation Policy

Jetstar A321neo LR
What is Jetstar’s policy when it has to downgrade a passenger? Photo: Jetstar.

Recently, we wrote about the downgrade compensation policies of Virgin Australia and Qantas. But what about Jetstar?

In general, when Virgin Australia needs to downgrade a passenger, they’ll refund the difference between the Business fare paid and the lowest Economy Choice fare that was available at the time of booking. But Qantas’ downgrade compensation policy is not clear at all. Qantas doesn’t make it publicly available and the refund amount depends on many different factors.

Jetstar doesn’t publicly publish a downgrade compensation policy either. However, Australian Frequent Flyer got in touch with Jetstar and the airline has explained how it calculates this. Overall, it seems to be a fairly reasonable policy.

What happens when Jetstar downgrades a passenger?

Downgrades are less common on Jetstar than other airlines because most of the airline’s planes do not have Business Class. But Jetstar does still occasionally have to downgrade passengers for a variety of reasons.

For example, there might be an aircraft change from a Boeing 787 to an Airbus A321neo LR without a Business cabin. Or, Jetstar might have to cancel a flight and rebook passengers onto another flight without any spare Business seats.

When it does need to downgrade a passenger, a Jetstar spokesperson told us the airline will still provide inclusions such as their full baggage allowance and on-board meals.

“We know that having to change seats is frustrating. This may happen for reasons including the flight being operated by a different aircraft type,” the Jetstar spokesperson said.

“Where possible, we make sure affected customers are provided with in-flight entertainment, meals, and their original baggage allowance.”

Passengers can also opt to travel on a different Jetstar flight with available Business seating, for no additional cost.

Jetstar Boeing 787-8 Business Class seats
Jetstar Boeing 787 Business Class. Photo: Jetstar.

How does Jetstar calculate the refund?

“When a customer has to fly in a different seat, we always make sure they’re fairly compensated for the inconvenience which includes refunding the difference between their original fare and the new fare,” the Jetstar spokesperson said.

In addition, Jetstar says that it offers customers who are downgraded a $400 travel voucher to use towards a future booking.

But how exactly does Jetstar determine what the “new fare” should be?

In the past, Qantas has used the most expensive fully-flexible Economy fare as the basis for calculating the “new fare”. Fortunately, that doesn’t seem to be Jetstar’s approach.

Jetstar told us that it uses the “H” class Starter fare price as the basis for calculating the equivalent Economy airfare. This is the second-lowest fare class used by Jetstar for commercial Economy airfares (after “C” class). It’s roughly the same or slightly higher than what you could expect to pay for an Economy Starter ticket when Jetstar first puts the flight on sale around 10 months before departure.

For example, the “H” Starter fare from Melbourne to Bangkok is around $409 one-way. From Sydney to Bali, it’s around $388 one-way.

This airfare is not necessarily the lowest available price for an Economy seat on the same plane. You can often get cheaper tickets when Jetstar is having a sale, for example. But it does represent a fairly typical Economy fare on the lower end of the pricing scale.

A fairer way for Jetstar to calculate the refund would be by determining the lowest Economy fare that was available on the same flight at the time of booking. But, at least, Jetstar’s policy doesn’t seem unreasonable.

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Anyone here had their Jetstar business class flight swapped to a Qantas business class flight?

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Flown Jetstar business about 4 times.
This subject has sort of been mentioned on other threads, so my practice is to screenshot the best economy fare at the time of booking J class.
In the unlikely event of an involuntary downgrade, I have a pictorial record of the exact fare I would have booked in economy.

Having never been bumped, I have no idea how effective this strategy might be but I feel comforted in the knowledge that it would help in ACCC or small claims court.

Always pay the extra to book with credit card - worth it for the chargeback option.

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Anyone here had their Jetstar business class flight swapped to a Qantas business class flight?

I had a Jetstar business flight swapped to an Emirates business flight, but not without issue.

Flew J-class AMS-SIN-MEL booked via KLM, SIN-MEL leg was operated by Jetstar and was cancelled, should have known better since looking at the flight history for JQ8 showed it was notorious for being cancelled.

Jetstar rebooked me on a flight the following morning on Emirates, however sneakily bumped me to the economy cabin with no communication on the downgrade.

I went to the KLM counter at SIN and asked for a move back to J class and an updated reservation, and the staff were happy to do so (I also have status on KLM so that probably also helped).

The next morning, armed with the updated eticket, I checked in at the Emirates counter, and they downgraded me back to economy to one of the worst seats on the plane, row 50 on 777-300! Even though the updated eticket was for J class! After pointing this out I was moved me back to J, but was a bit of a hassle.

To add insult to injury my baggage was also lost/delayed, same with many other passengers arriving at MEL on that same flight. At least we all arrived safely in one piece, and was lucky enough to experience Emirates business 🙂

Next time I’ll be looking for the KLM-Qantas codeshare flights since their partnership extends to frequent flyer benefits of both programs, and would be a much nicer experience!

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Just encountered attempted downgrade at check-in in Narita last night. I had boarding passes in hand and luggage checked in when a lady ran over with a bit of paper offering 3 alternatives if we forfeited our seats. I was annoyed and had no intention of downgrading but from what I saw one was to fly on next available flight, another mentioned $400 compensation and fare difference the final was a refund. From what I could see everyone stood their ground. Still had one empty seat in front row and the 2 crew rest seats empty.

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I had my Jetstar business flight swapped to an Emirates business flight, but not without issue.

Flew J-class AMS-SIN-MEL booked via KLM, SIN-MEL leg was operated by Jetstar and was cancelled, should have known better since looking at the flight history for JQ8 showed it was notorious for being cancelled.

Jetstar rebooked me on a flight the following morning on Emirates, however sneakily bumped me to the economy cabin with no communication on the downgrade.

I went to the KLM counter at SIN and asked for a move back to J class and an updated reservation, and the staff were happy to do so (I also have status on KLM so that probably also helped).

The next morning, armed with the updated eticket, I checked in at the Emirates counter, and they downgraded me back to economy to one of the worst seats on the plane, row 50 on 777-300! Even though the updated eticket was for J class! After pointing this out I was moved me back to J, but was a bit of a hassle.

To add insult to injury my baggage was also lost/delayed, same with many other passengers arriving at MEL on that same flight. At least we all arrived safely in one piece, and was lucky enough to experience Emirates business 🙂

Next time I’ll be looking for the KLM-Qantas codeshare flights since their partnership extends to frequent flyer benefits of both programs, and would be a much nicer experience!

Talk about a rollercoaster of upgrades and downgrades.
I think at the end if I would ask for F for all the drama. ‘Since you don’t give an F about me in J, put me in F. Im a premium low cost carrier customer’ 😊.

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