Jetstar's abrupt closure leaves passengers stranded, anxious over refunds

Straits Times

a day ago

Jetstar Asia cancelled seven flights from Changi Airport on June 11 and re-timed another seven more.
Samantha Lee and Shermaine Ang
The Straits Times
June 11, 2025
Mr Fin Guo was scheduled to fly home to Singapore from Okinawa at 9.20am on June 11, but the night before he was due to head to the airport, he was notified that his Jetstar Asia flight would be delayed by over 12 hours.
Because of the delay, the 38-year-old will land in Singapore at 2.30am on June 12 - just hours before he's due at work at 9am.
The budget carrier is the only airline that offers a direct flight between Okinawa and Singapore, so Mr Guo, who works in advertising, could only sit and wait.
"Now I'm typing this in Naha Airport," he told The Straits Times in a text message. "I just want to fly back to Singapore tonight."
Mr Guo was among thousands of passengers who were affected by flight delays or cancellations following the surprise announcement on June 11 that Jetstar Asia would cease operations from July 31.
The airline cancelled seven flights from Changi Airport on June 11 and re-timed another seven.
Aside from disrupted travel plans, other affected passengers also told ST that they found it difficult to get refunds for flight bookings.
In a June 11 statement, the Singapore-based airline announced that it would close, citing rising costs and growing regional competition.
ST understands that Jetstar Asia had decided to suspend flights at Changi Airport on the morning of June 11, so its crew would not receive the news of the airline's closure while in the air.
Madam Heather Cher had her family's flight to Penang on June 11 delayed by eight hours, from 7.25am to 3.25pm.
"We lost a day, because we'll reach only at the end of the day. It's a waste of time," she said.
The 50-year-old said she was disappointed by Jetstar's closure. She frequently takes the airline to Penang to visit relatives.
Mr Gary Cheong said he and his family woke up at 5am on June 11 to leave for the airport, not knowing that their flight had been re-timed. He had missed the e-mail Jetstar sent on June 10 that their flight to Penang had been re-timed.
"They should have let us know through SMS since it's urgent," said the 58-year-old, who works as an assistant manager.
Jetstar Asia's closure will mean one less option for Mr Cheong and his family, who travel to Penang at least four times a year.
The airline's closure came as a surprise to many passengers, including Ms Hayley P and her husband. They had booked a direct flight to Labuan Bajo on July 27. The route was recently released by the carrier.
On June 11, they were informed that the flight has since been cancelled, and they would receive a refund within seven days.
"I'm hoping they follow through with an easy process and people don't need to chase," she said.
The 42-year-old floral stylist will now have to make a longer trip, since she has to fly through Bali, which will mean additional flights and two nights of accommodation. The changes come at a significant expense, she said.
Some other passengers such as Ms Charlotte Tan, 38, are worried that they will have difficulty getting refunds.
Ms Tan has over $500 in travel vouchers with the airline from a flight cancellation in 2023 and said she was concerned about getting her money back.
"I just hope that there is some clarity soon," she said.
Consumers Association of Singapore (Case) president Melvin Yong urged passengers to approach the consumer watchdog if they require assistance.
"Case is working with Jetstar Asia to clarify how it intends to handle and process these refunds and rescheduled flights, and the recourse available to consumers should there be a dispute," Mr Yong wrote on Facebook.
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