Incorrect advise re liquids being given by DFS Singapore staff

[Austman]

Incorrect advice re liquids being given by DFS Singapore staff

I was travelling SIN-SYD-MEL all on QF yesterday. The SYD-MEL was a domestic flight leaving the domestic terminal (QF497).

I bought some liquor at DFS Changi. When I showed my SIN-SYD boarding pass, I was asked if Sydney was my final stop. I told them it was Melbourne but that it was a separate domestic flight from Sydney to Melbourne. Two DFS staff insisted that my purchases would not be allowed on my second flight due to the liquid restrictions in Australia. I pointed out that my second flight departed from the domestic terminal where fluids are permitted in carry-ons and if I wanted, I could take all my bags myself and recheck-in at the domestic terminal. They were actually going to refuse the sale and insisted I sign a waiver so that I could not claim against them if my purchase was confiscated.

In Sydney there was no problem at all. After customs, I could use the free Qantas connecting bus and could carry the liquor in my carry-on while my checked bag was dropped off in the transfer facility.

I understand that the Singapore DFS staff were probably trying to be helpful and that if my connecting domestic flight had departed from the Sydney international terminal, it would have been different. But they got it wrong. And insisted they knew the rules. Insisted forcefully enough to convince me that maybe I had it wrong! Tricky I guess...

 

[KitKat]

Same experience here with this... Champagne is much cheaper in SIN
I think the SIN DFS staff are just worried about the repercussions if your liquids were confiscated (which was unlikely, knowing that the transfer would be domestic SYD-MEL - I think they do not believe this to be so)
They are just doing their jobs.. with limited and wrong information with regards to your situation

 

[Archphoto]

I've got around this by simply saying "Yes" to this question. Smiles all round! (Some are a *lot* bigger than others!!!!:mrgreen

 

[Austman]

They are just doing their jobs.. with limited and wrong information with regards to your situation

But why don't they have right information? And the rules (about liquids) have been the same for years now. And there are dozens of flights SIN-AUS every day with 1000s of potential cutomers in the same situation. I think they just wanted to err on the safe side. They probably have no idea if a flight departs an Australian international or domestic temrinal. They could have a list. I told them my next flight departed from a domestic terminal and I had my BP to prove it - but it made no difference.

The rules:
A stop/transit/connection in Australia that departs an international terminal has international liquid restrictions for the next flight.
A stop/transit/connection in Australia that departs a domestic terminal has domestic (= no) liquid restrictions for the next flight.

Archphoto is probably right - I should have just said 'yes'.

 

[ric_melb]

You know there is no Domestic Terminal in Singapore. I have met Singaporeans that had trouble coming to grips with the concept of Domestic.
I know its sounds silly, but it was true!

 

[DFSSingapore]

Hello Austman - I am the GM for DFS in Singapore. I read your post and sincerely apologize that we were unable to complete your recent purchase. I spoke to my staff and they communicated the challenge they have confirming whether or not a customer's duty free purchases will be confiscated on their connecting flight in Australia. To reduce the confusion, I am working on clarifying the rules to make it clearer for both our customers and sales associates. We hope to have this corrected as quickly as possible. I would like to know whether we could set up a time to chat in more detail on your particular experience in our store. It would be very helpful for me to understand more about the discussion with the sales associate so that I can improve how we communicate this to customers. I just joined this community, so I am unable to send a private message - if possible can you send me a message so that we can find a time for a short phone call? Please let me know if you would be willing to talk. Thank you.

 

[Austman]

Hello Austman - I am the GM for DFS in Singapore. I read your post and sincerely apologize that we were unable to complete your recent purchase. I spoke to my staff and they communicated the challenge they have confirming whether or not a customer's duty free purchases will be confiscated on their connecting flight in Australia. To reduce the confusion, I am working on clarifying the rules to make it clearer for both our customers and sales associates. We hope to have this corrected as quickly as possible. I would like to know whether we could set up a time to chat in more detail on your particular experience in our store. It would be very helpful for me to understand more about the discussion with the sales associate so that I can improve how we communicate this to customers. I just joined this community, so I am unable to send a private message - if possible can you send me a message so that we can find a time for a short phone call? Please let me know if you would be willing to talk. Thank you.

Hello DFSSingapore and thank you for the response. I did complete my purchase in Singapore and had no trouble in Sydney because my next flight was departing from an Australian domestic terminal. The fluid restrictions for carry-ons apply to flights departing from Australian international terminals. So they also apply to domestic sectors of international flights (because they also leave from an international terminal).

For DFS in Singapore to be sure that the purchaser is allowed to take fluids in their carry-on luggage, the DFS staff would need to know if there were any Australian domestic sectors on the international flight from Singapore or if any onward flight departed from an international terminal in Australia.

 

[Archphoto]

For DFS in Singapore to be sure that the purchaser is allowed to take fluids in their carry-on luggage on an onward flight, the DFS staff would need to know if the onward flight departed a domestic or international terminal in Australia.

I use QF81 often for my domestic leg SYD-ADL, which means I can't take liquids with me on that leg - the LAG rule applies for my whole flight. A list of "Domestic" flights within Australia with the various carriers could be a good idea. One sheet/reference page for each carrier. Should be fairly simple actually, if the list is kept current.

EG: QF International flights: QF001-QF399 - anything other than that, LAG wouldn't apply.

Not sure what Virgin's flights are, but again, knowing that any flight number that is QF400 (or DJxx_) and above/below is a domestic flight, means LAG rule won't apply.

 

[DFSSingapore]

Thank you all for commenting on this issue. Based on your comments as well as confirming with Qantas, we've been able to confirm that passengers traveling on a connecting QF flight that is QF400 or higher will not be subject to the LAGs requirement for international passengers. Going forward, we will make sure this is clear with our staff to ensure you and others won't have any problems making their purchases. On behalf of my team and DFS, we appreciate your continued business and hope to serve you again in the near future.

 

[Austman]

And don't forget some connecting/onward flights on Jetstar!

Jetstar operates from the domestic terminal for most Australian domestic flights, apart from the flights listed below. All our domestic New Zealand flights operate from domestic terminals. We recommend you refer to your itinerary for your flight details.
Please be aware that if your domestic flight does depart from an international terminal, different check-in times will apply. See our domestic check-in page for more details.

Flight Number	Departure Port	Departure Terminal	Arrival Port	Arrival Terminal
JQ3	Melbourne Tullamarine	International Terminal 2	Sydney	International Terminal 1
JQ30	Melbourne Tullamarine	International Terminal 2	Sydney	International Terminal 1
JQ29	Sydney	International Terminal 1	Melbourne Tullamarine	International Terminal 2
JQ35	Sydney	International Terminal 1	Melbourne Tullamarine	International Terminal 2
JQ19	Sydney	International Terminal 1	Gold Coast	International
JQ57	Cairns	International	Darwin	International
JQ58	Darwin	International	Cairns	International
JQ20	Gold Coast	International	Sydney	International Terminal 1

Important Note: All passengers travelling on the services above will be subject to specific photographic ID requirements and Cabin Baggage LAG (liquids, aerosols & gels) restrictions. Please see our domestic check-in for more details and visit the Australian Government’s Travel Secure Website for information regarding LAG restrictions.

Airports and Terminals | Jetstar

 

[JohnK]

I had the same sort of issue in April. I was travelling SIN-PER-SYD and was asked if PER was my final destination. I said no SYD was final destination and assured the staff that it was OK to take liquids onboard domestic flights.

Personally I do not think this is an issue. The duty free staff should know what the duty free allowances are for all destinations around the world and I believe there is some sort of cheat sheet with most countries listed. What happens on 'domestic' flights is not really their concern and nor should it be their concern.

Who here knows that you can't take liquids on domestic flights in Greece? I didn't know and I almost forfeited 4 bottles of spirits. Luckily I played the ignorant card and security asked if they were gifts for relatives (which they were anyway) and allowed me to go through with them. They confiscated water and soft drinks though.

 

[Austman]

Personally I do not think this is an issue. The duty free staff should know what the duty free allowances are for all destinations around the world and I believe there is some sort of cheat sheet with most countries listed. What happens on 'domestic' flights is not really their concern and nor should it be their concern

Except that the duty free sales staff do not want unhappy customers! It most certainly is an issue for them (they have told me so) and is certainly an issue for passengers who get their purchases confiscated. The rules are tricky - that's the problem.

Who here knows that you can't take liquids on domestic flights in Greece?

I do - but many might not. It has nothing to do with Greece domestic flights - it's an EU regulation. All the more reason why duty free sales staff need to know these details.

Duty free purchased in Australia might make it through a transit stop in Bangkok on a flight to London but it will not make it any further within the EU as carry on.

 

[Pushka]

I've got around this by simply saying "Yes" to this question. Smiles all round! (Some are a *lot* bigger than others!!!!:mrgreen

Yep, I have found that giving too much information just isn't worth it.

 

[JohnK]

Except that the duty free sales staff do not want unhappy customers! It most certainly is an issue for them (they have told me so) and is certainly an issue for passengers who get their purchases confiscated. The rules are tricky - that's the problem.

Well the sooner the rules for liquids and gels are relaxed the better.

 

[oz_mark]

Personally I do not think this is an issue. The duty free staff should know what the duty free allowances are for all destinations around the world and I believe there is some sort of cheat sheet with most countries listed. What happens on 'domestic' flights is not really their concern and nor should it be their concern.

The issue is for them to tell the difference between a purely domestic flight, and a domestic tag sector of an international flight, as there are different rules. Anyway, DFS Singapore seem to have this sorted for Qantas flights now.