Satisfaction guaranteed

15 February 2010

Jetstar’s already known for its low fares, but a recently announced guarantee is just one step in a bid to ensure the airline is also known for its excellent service.

The guarantee consists of 10 statements of intent that the airline will follow from now on including providing alternative arrangements for cancelled flights, acknowledging complaints within 24 hours, and a maximum 15-business day turnaround for processing of refunds.

If they break any of these commitments, Jetstar has created a set of consequences including providing affected customers with travel vouchers in local currency, as well as Jetstar directly donating significant sums to World Vision through its StarKids programme.

To find out more about the Customer Guarantee go to