KUALA LUMPUR (June 13): The Malaysian Aviation Commission (Mavcom) on Friday urged passengers affected by Jetstar Asia Airways Pte Ltd's (Jetstar Asia) upcoming operational cessation to contact the airline directly for assistance with their travel bookings. Mavcom also said consumers can reach out to its own channels for support.
This advisory follows Jetstar Group's announcement on June 11 that its Singapore-based low-cost subsidiary, Jetstar Asia, will cease operations effective July 31, 2025.
Passengers holding bookings with Jetstar Asia (3K) are advised to contact the airline via its dedicated Live Chat service at www.jetstar.com or refer to its global contact centers listed at https://www.jetstar.com/sg/en/help/contact-numbers for booking assistance.
Citing Jetstar, Mavcom said the only flights in Malaysia affected by this cessation are those operated by Jetstar Asia from Singapore, specifically services to Kuala Lumpur and Penang. The cessation of Jetstar Asia's operations does not impact any Jetstar Airways (JQ) flight, including international flights between Australia and Southeast Asia, or any Jetstar Japan (GK) flight.
"Jetstar has announced that it will directly notify customers if there are changes to scheduled flights before July 31, 2025. This is due to a planned progressive reduction in its flight schedule, leading to the cessation of services. Consumers are strongly advised to monitor their e-mail and booking status accordingly, as well as check the travel alerts section on the Jetstar website regularly for the latest updates," Mavcom said.
According to Mavcom, under the Malaysian Aviation Consumer Protection Code 2016 (MACPC), consumers affected by the cessation of operations are entitled to a full refund of the ticket cost (inclusive of taxes and fees) within 30 days, provided in the original mode of payment, or rerouting to their final destination on comparable transportation.
Passengers who do not receive these options or require further assistance are encouraged to contact Mavcom through its official channels: consumer hotline: +1800-18-6966 (Within Malaysia) or +603-7651 2777 (Outside Malaysia); email: [email protected] or FlySmart complaint webform: https://flysmart.my/make-a-complaint/ or FlySmart mobile application that is available for download from the Google Play Store (Android) and Apple App Store (iOS).