Jetstar DUTY FREE Carry On prohibited

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Peter.Arafura

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Despite the enormous effort that is needed to contact Jetstar to make a complaint I recently wrote a number of letters to them asking why I was unable to carry duty free alcohol out of Bali on JETSTAR flights. I have received a couple of replies which generally ignore the substance of my complaint and direct me to the Liquids Aerosols and Gels legislation. Don't get me wrong I am very familiar with the regulations and how they work. Indeed I am a supporter and totally agree with the restrictions on carriage of Liquids Aerosols and Gels; however I disagree with the JETSTAR policy which could be seen to be both restrictive and complicit. The policy is not backed up by the legislation that they seem so keenly to refer me to.

In the International Departure Lounge of Ngurah Rai (Bali) Airport the Liquid Aerosols and Gels inspection point is located at the entry door the departure gate. after checking in, customs and immigration areas and after all of the duty free shops and restaurants.

When leaving Bali you are unable to make a purchase of duty free alcohol if you fly JETSTAR. The duty free shops will not sell it to you if you are travelling JETSTAR.


I had the occasion to once again travel to Denpasar Indonesia and return to Darwin his last week on JETSTAR.


Whilst I was in Bali I again queried the Duty Free Shops (DFS) management whilst I was at the airport, and they confirmed that they were unable to sell Duty Free alcohol products to me if I was travelling on JETSTAR FLIGHTS to Australia. I queried them for more detail and they advised it was indeed a Jetstar policy, not a policy of the Indonesian Government, neither a policy of the Indonesian Civil Aviation Authority nor a policy of the Ngurah Rai Airport; it was only a policy of JETSTAR AIRWAYS alone.


The management of the DFS confirmed to me that if I was on the same route with another carrier which flys to Australia such as GARUDA INDONESIA, AIR ASIA or VIRGIN AUSTRALIA then I would be allowed to purchase Duty Free alcohol products at DFS in Bali. The duty free purchases are then delivered in a sealed carry bag, with documentation attached, to the DFS collection counter inside the departure gate area for the relevant flight. The DFS collection counter is therefore located after the Liquid, Aerosols and Gels inspection point. JETSTAR have previously stated in one of there letters to me that this is an acceptable procedure under the regulations. However they ignore this and refuse to allow Duty Free alcohol to be carried on board.


I have researched this issue further, when in December 2011 I travelled with AIR ASIA from Denpasar (Bali) to Darwin. I was able to make my purchases of duty free alcohol in Bali. Have it delivered for collection at the departure gate after the Liquids, Aerosols and Gels screening point. Whereupon I collected my purchases and brought back with me on the flight back to Darwin.


When I left the Ngurah Rai airport on my last trip to fly back to Darwin, the relevant departure gate also being used by a Virgin Australia flight to SYDNEY departing immediately prior to the JETSTAR flight to Darwin. In the departure gate, which is of course located after the Liquids. Aerosols and Gels inspection point there was a DFS counter which was attended by the DFS staff. They were distributing Duty Free purchases to the passengers and crew of the Virgin Australia flight. We were all utilising the same departure gate. The DFS staff informed me that they had duty free purchases for the Virgin Flight as well as for an Air Asia flight which was due to leave shortly. They also confirmed to me that it was a well know JETSTAR policy not to allow alcohol sales to Passengers and Crew of Jetstar flights to Australia.


This is a JETSTAR policy issue and they need to review it.


I urge readers who have had a similar experience to make a complaint to JETSTAR and voice there displeasure with this policy using the "Customer Care Feedback form" located in the hard to find "Contact Us" section of there web site
 
It's not Jetstar policy per se. E.g. you can buy DF at SIN for JQi flights to Australia, Bali etc. It must have something to do with DPS.
 
Maybe something to do with the onward connections from DRW, and the duty free folk just being cautious.
 
Maybe something to do with the onward connections from DRW, and the duty free folk just being cautious.

I'm pretty sure it's banned on the JQi non-stops to MEL and SYD as well at DPS. But you might be right. It makes for a simpler policy.
 
It's not Jetstar policy per se. E.g. you can buy DF at SIN for JQi flights to Australia, Bali etc. It must have something to do with DPS.

Nothing to do with the government, Authorities or the airport, I have asked. It is a JETSTAR Policy.
Other airlines on the same routs will allow it.

Nothing to do with onward connections.
All jetstar luggage is offloaded and cleared by customs

not an issue with other carriers on the same route

An aside issue is the lack of ability to contact JETSTAR to make a complaint
If you ring Jetstar you get the philippino call centre which will not / cannot transfer you
Writing to them has a 14 day turnaround time.

There is NO customer SERVICE at JETSTAR
 
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Nothing to do with the government, Authorities or the airport, I have asked. It is a JETSTAR Policy.
Other airlines on the same routs will allow it.

Agree - I meant something to do with JQ operations or policy at DPS. Carry on DF is certainly allowed on JQ flights at other airports.
 
My Gut feeling is it is a policy introduced after the implementation of the Liquids Aerosols and gels issue.
It has never been reviewed and still carries on to this day, despite other carriers coming on line

Jetstar need to review the situation and resolve the problem and bring there operations in bali in line with other carriers.

This may well be an issue at other airports as well. May also need reviewing
 
Nothing to do with onward connections.
All jetstar luggage is offloaded and cleared by customs

it is a JETSTAR POLICY
not an issue with other carriers on the same route

Many DF shops around the world have an issue with onwards connections, as into places like Europe the LAGs restrictions apply for onward connections. I've had DF in japan also what to not sell to me has I had an onward connection landing in Australia and they assume that means LAGs restrictions. Anyway, onwards connection was mentioned to suggest that the DF shops might be taking an overly cautious approach.

Also an easy solution = fly another airline. Problem solved.

Sent from the Throne (80% chance) using Aust Freq Fly app
 
Can anyone find a reference on the JQ website that specifies this restriction?

My only guess is that the Duty Free services at DPS (or security) require some sort of payment / commission for the service of securely delivering Duty Free to the JQ aircraft? So JQ has refused to participate in such an agreement?

Also, I'm guessing that this is only applicable to Duty Free liquids/aerosols/gels (not that it matters for this discussion, because this is obviously not a LAG issue); i.e. if you bought any other Duty Free (like a watch, electronic gadgets etc.) then that is OK, even if you are on a Jetstar flight. If not, then I'm confused....
 
I suspect its only for LAGs.

Potentially may be due to gate construction for the gates that Jetstar uses - the delivery to gate only seems to work/ be allowed where there is a secure gate area (eg. Singapore/Jakarta) but not allowed where it is open waiting areas (eg. Hong Kong).
I would be surprised if the airline has to pay for the service - surely it is in the duty free shops interest too!

Note at Hong Kong - basically if you are going to Australia it is a no...
IF at Singapore - if you are transiting they generally also automatically deny (despite connections being ok if you have the ability to recheck the duty free - eg going to domestic)
 
Potentially may be due to gate construction for the gates that Jetstar uses - the delivery to gate only seems to work/ be allowed where there is a secure gate area (eg. Singapore/Jakarta) but not allowed where it is open waiting areas (eg. Hong Kong).
I would be surprised if the airline has to pay for the service - surely it is in the duty free shops interest too!

Don't think so at DPS. As the OP points out, it's OK to buy DF at DPS when flying other airlines to Australia (some even leave from the same gate). The DF shops have told me personally that it's only Jetstar that stops them.

The Australian Government requires that the DF is delivered to the gate. Some airports/shops/airlines choose not to do it. It doesn't need a separate gate area (like SIN). Delivery to the gate can be done even after BP scanning (eg at NAN).
 
At DPS Duty Free alcohol cannot be purchased if you are flying Jetstar, Qantas (historic) or Qatar airlines, this has been the case since at least 2009 and was bought in after the Bali 9 affair, I am not sure why.
 
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At DPS Duty Free alcohol cannot be purchased if you are flying Jetstar, Qantas (historic) or Qatar airlines, this has been the case since at least 2009 and was bought in after the Bali 9 affair, I am not sure why.

I'm surprised everyone has missed the obvious...

Bogans drinking their own booze on the way home from Boganville (aka Bali) on BoganAir (aka Jetstar on particular routes) :)


:mrgreen:

:p
 
My only guess is that the Duty Free services at DPS (or security) require some sort of payment / commission for the service of securely delivering Duty Free to the JQ aircraft? So JQ has refused to participate in such an agreement?
Well I certainly hope it's not some sort of collusion between Jetstar the DRW arrivals duty free operator (and by duty free, I mean in name only, as often the prices at DRW Duty Free are comparable to regular retail in S.E. Australia).

Perhaps Jetstar proactively wants to head off any problems with its returning Bali customers opening their duty free on board?
 
What's allowed at CGK (Jakata)? Carry-on DF on QF, JQ?
 
Hi Austman,

Perhaps call the friendly JQ call center.... Perhaps they can recite the updated menu to you...
 
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