Can’t get a refund for your cancelled Jetstar Asia trip? Income Insurance will cover affected eligible customers

Although the closure of Jetstar Asia’s operations does not fall within Income travel insurance’s list of insured events – such as natural disasters, riots, or airport closures due to poor weather – the company has announced that it will cover affected eligible customers who purchased Income travel insurance with pre-trip cancellation cover and are forced to cancel or alter their trips.

“In light of the recent announcement by Jetstar Asia on the cessation of their operations, we recognise the stress and anxiety that our customers are experiencing due to the impact of this sudden news. We want to stand by our customers in extending the necessary support as they navigate the situation,” says Dhiren Amin, chief customer officer, Income Insurance.

In essence, travellers who purchased Income Travel Insurance with pre-trip cancellation coverage can claim for non-refundable, prepaid expenses – such as accommodation, travel packages, local tours, amusement park tickets, and land transport. This excludes Jetstar Asia airfares.

Eligible customers will receive a full refund, up to the policy limit, if they are unable to recover these costs from their service providers, in accordance with the terms and conditions of the policy.

This applies to valid single-trip and annual plans bought before 8am on 11 June 2025.

Here’s how to check if you’re eligible to claim from your Income travel insurance for a Jetstar cancellation:

1. Ensure your policy includes pre-trip cancellation: Coverage only applies to policies bought before the deadline related to Jetstar Asia’s recent shutdown, and it covers unused, prepaid non-flight expenses.

2. Confirm your policy is with Income Travel Insurance: You must be a Singapore resident, and the insurance must have been purchased before the start of your trip.

3. Review what’s covered: You can claim for non-refundable bookings such as hotels, transfers, and tours — but not Jetstar flight tickets.

4. Confirm the cancellation reason is covered: Income deems the airline shutdown a reimbursable event, even if not listed in standard perils.

5. Gather the necessary documents: Prepare receipts, proof of payment, any refund denials, your itinerary, and communication with service providers.

6. Submit your claim: Apply via Income’s online portal or mobile app, ensuring all required documents are included and submitted within the claim window.