Jetstar finds missing laptop then loses it

And it took publicity to squeeze any decency out of them

KIRSTEN Moro left her laptop on a Jetstar plane. Jetstar found it but it was stolen before reaching Lost Property.

Ms Moro said that given the laptop went missing in the airline's care, she felt she should be compensated. Jetstar, however, said it required passengers to be responsible for their carry-on luggage.

Jetstar said the laptop was not taken by one of its staff. Its disappearance was now a police matter, the airline said.

And it's disappointing that Jetstar told me more about what's going on than it told Ms Moro, who has made nine calls to the airline over two months.

Today, Jetstar launches a customer charter that includes responding to customers within 10 days. The charter is also meant to offer improved problem resolution. "Obviously we wouldn't have lived up to it," Jetstar CEO Bruce Buchanan told me.

Ms Moro was offered a return trip anywhere on the Jetstar network, and last night Jetstar decided to compensate her instead.

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