19 November 2013

Auckland (1 page)

New Jetstar baggage policy music to customers’ ears

Musicians are set to benefit from an enhancement to Jetstar’s carry-on baggage policy that allows customers to take a wider range of musical instruments onboard.

The change follows a review of the airline’s customer experience conducted by Head of Customer Strategy Cath Stone.

Ms Stone said it was important Jetstar listened to and responded to customer feedback.

“We know that small changes to our policies can have a really positive impact for our customers,” Ms Stone said.

“It’s our mission to consistently offer hassle-free and enjoyable experiences from the time a customer books through to the moment they collect their bags.

“Having listened to our customers, we understand how important it is for musicians to be able to carry their instruments in the cabin and we’ve altered our policy.”

Under the new policy, instruments smaller than 85cm (height) x 36cm (width) x 23cm (depth), which weigh less than 10kg, may be included as a customer’s carry-on item.

This will enable musicians to stow instruments such as trumpets, violins and clarinets in the overhead lockers instead of in the cargo-hold.

The size limit remains 56cm (h) x 36cm (w) x 23cm (d) for all other cabin bags. For musical instruments larger than the prescribed dimensions, customers will need to buy an extra seat to carry their instrument in the cabin or book it in as checked baggage. This policy has been in effect since 9 October 2013.

Ms Stone also said that Jetstar was now accepting fold up bikes in commercially available travel cases at check-in. Under the previous policy, customers were required to purchase a bike box before checking-in.

“There are many great cycling spots among our 64 travel destinations and anything we can change to make travel easier for cyclists is worth doing,” Ms Stone added.

Jetstar’s new folding bikes policy came into effect on Friday 8 November.

Please follow these links to access the full musical instrument, bicycle carriage and carry-on baggage policies.

ENDS

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