Relaxing of rules won't lead to drop in standards

I thank aviation correspondent Karamjit Kaur for her insight into certain processes that make Singapore Changi Airport the world's best airport, time and again ("Bag wait at Changi Airport may get longer"; Wednesday).

Ms Kaur said "those flying budget carriers are also likely to have to queue for longer at check-in counters compared with those travelling on full-service airlines" as "there are now different standards for the different types of carriers".

Regardless of rules that might have recently been relaxed, Jetstar is the pioneer airline in Singapore to roll out Fast and Seamless Travel (Fast), having done so in 2013.

One in two customers on its three branded airlines operating at Changi Airport - Jetstar Asia, Jetstar Airways and Jetstar Pacific - chooses the Fast option over the traditional check-in counters.

These self-service options - self-check-in kiosks, self-bag drop, straight-to-gate and mobile boarding pass - are the result of a collaborative effort with Changi Airport and the authorities.

The various check-in initiatives have not only saved time for the customer, but are also designed to improve the travel experience of our customers at the airport.

Despite the availability of our Fast processes, we recognise that some customers may prefer the option of traditional check-in counters, and Jetstar continues to operate check-in counters with little waiting time - a standard that we will continue to strive towards for the benefit and experience of our customers at Changi Airport.

While it may be natural to assume that the relaxing of rules may lead to a drop in service standards, mature low-cost carriers such as Jetstar are set up to be innovative and committed to driving both higher productivity and greater service.

We strive for operational efficiency to deliver the lowest cost and fares to make travel more accessible.

Robin Goh

Senior Communications Manager, Asia

Jetstar Group

A version of this article appeared in the print edition of The Straits Times on April 22, 2016, with the headline 'Relaxing of rules won't lead to drop in standards'. Subscribe