Larkspur Air customer service policy
Larkspur Air is a made-up airline. This policy exists so Strawberry has real-looking rules to cite; none of it applies to any real carrier. Each numbered rule is one clause that Strawberry can quote in a reply.
1. Baggage allowance
1.1 Carry-on bags
Economy fares include one carry-on bag up to 7 kg and 55 × 40 × 20 cm, plus one small personal item that fits under the seat. Business fares include two carry-on bags with a combined weight of 14 kg.
1.2 Checked bags
Economy fares include one checked bag up to 23 kg. Business fares include two checked bags up to 32 kg each. Basic fares include no checked bag.
1.3 Extra and overweight bags
An extra checked bag costs $50 each way. A bag over the weight allowance costs $20 per kg over the limit, and no single bag may weigh more than 32 kg. Fees are charged at the airport desk or when adding bags in the app.
1.4 Items that must stay in the cabin
Power banks and spare lithium batteries must travel in the cabin, never in a checked bag. Liquids, gels and aerosols in a carry-on are limited to 100 ml per container in one clear bag.
2. Delayed, lost and damaged bags
2.1 Reporting a missing bag
A customer whose bag did not arrive should file a report at the arrival airport's baggage desk or in the app within 24 hours of landing. The report gives them a file number that every later message should quote.
2.2 Essentials while a bag is delayed
While a bag is delayed, we reimburse reasonable essentials (toiletries, a change of clothes, phone chargers) up to $75 per day for up to 5 days. Customers keep receipts and send them with their file number.
2.3 Delivery of found bags
When a delayed bag is found, we deliver it free of charge to the address the customer gives, usually within 24 hours of it reaching the destination airport.
2.4 Bags declared lost
A bag still missing after 21 days is declared lost. The customer may then claim the value of the bag and its contents up to $1,800, with receipts or a reasonable estimate.
2.5 Damaged bags
Damage to a checked bag must be reported within 7 days of landing, with photos. We repair the bag or pay a fair replacement value. Normal wear such as scuffs and small dents is not covered.
3. Delays and cancellations
3.1 Rebooking after a cancellation
If we cancel a flight, we rebook the customer on the next available Larkspur Air flight at no cost. If that would make them more than 4 hours late, we may also book a partner airline's flight.
3.2 Missed connections
When a delay or cancellation on our flight makes a customer miss a connection booked on the same ticket, we rebook the onward flight at no cost and keep checked bags moving to the final destination.
3.3 Refund instead of rebooking
After a cancellation, or a delay of more than 3 hours, a customer may choose a full refund of the unused part of the ticket instead of travelling. Refunds go back to the original payment method within 7 to 10 business days.
3.4 Meals during long delays
For delays of 3 hours or more, we give a meal voucher worth $15 per person at the gate or in the app.
3.5 Hotel for overnight disruption
When a delay or cancellation within our control keeps a customer overnight away from home, we provide a hotel room and transport between the airport and the hotel, or reimburse up to $150 per night with receipts.
3.6 Compensation for long delays within our control
When a delay within our control (crew, aircraft fault, scheduling) brings a customer to their destination 3 or more hours late, we add 10,000 Larkspur Miles or a $100 travel credit, the customer's choice.
4. Events outside our control
4.1 Weather and air traffic control
Delays and cancellations caused by weather, air traffic control, airport closures or security events are outside our control. Rebooking (3.1) and refunds (3.3) still apply, but cash compensation (3.6) and hotel costs (3.5) do not.
4.2 Help we still give in bad weather
During weather disruption we waive change fees for affected flights, offer standby on earlier flights at no cost, and give meal vouchers for delays of 3 hours or more.
5. Refunds, credits and cancelling a booking
5.1 24-hour free cancellation
Any booking made at least 7 days before departure can be cancelled for a full refund within 24 hours of booking.
5.2 Refundable and non-refundable fares
Refundable fares can be cancelled for a refund at any time before departure. Non-refundable fares can be cancelled for a travel credit worth the fare minus a $75 fee; the credit lasts 12 months.
5.3 Medical and bereavement exceptions
If a customer cannot travel because of a serious illness, injury or a death in the immediate family, we refund a non-refundable fare in full to the original payment method. We ask for a doctor's note or other document, which only the support team sees.
5.4 Refund timing
Refunds to cards appear within 7 to 10 business days. Travel credits are issued by email within 24 hours.
6. Changing a booking
6.1 Changing flights
Economy and Business fares can be changed for no fee; the customer pays any difference in fare. Basic fares cannot be changed.
6.2 Same-day changes
On the day of travel, customers can move to an earlier flight on the same route for $50, or for free if they hold Larkspur Gold status.
6.3 Name corrections
We fix spelling mistakes of up to 3 letters in a passenger's name for free, if the customer sends a photo of their passport or ID. Changing a ticket to a different person is not allowed.
7. Special assistance
7.1 Wheelchair and mobility help
Wheelchair help from check-in to the aircraft door and on arrival is free. Customers should request it at least 48 hours before departure so the airport team can plan; we still try to help with later requests.
7.2 Mobility aids
Wheelchairs, mobility scooters and walkers travel free and do not count toward the bag allowance. Battery-powered aids need the battery type and size at least 48 hours before departure.
7.3 Children travelling alone
Children aged 5 to 14 travelling alone must use our escorted service, which costs $100 each way and must be booked at least 72 hours before departure.
8. Pets
8.1 Pets in the cabin
One small cat or dog may travel in the cabin in a soft carrier that fits under the seat in front (up to 8 kg including the carrier). The fee is $95 each way, and space is limited to 4 pets per flight, so customers must add the pet to the booking in advance.
8.2 Service dogs
Trained service dogs travel free in the cabin. The customer submits the service dog form at least 48 hours before departure.
9. Seats and upgrades
9.1 Choosing seats
Standard seats are free to choose on Economy and Business fares; extra-legroom seats cost from $25. Basic fares get a seat assigned at check-in.
9.2 Upgrades with miles
Members can upgrade from Economy to Business with Larkspur Miles from 15,000 miles per flight, subject to availability. Upgrades open 14 days before departure.
9.3 Seat fees when we move you
If we move a customer from a seat they paid for to a seat of lower value, we refund the seat fee automatically within 7 days.
10. Accounts and Larkspur Miles
10.1 Updating a profile
Customers can update their phone number, email, emergency contact and meal preference in the app or on the website at any time. Passport details can be changed up to 3 hours before departure.
10.2 Missing miles
Miles that did not post after a flight can be claimed up to 6 months after the flight with the booking reference. Most claims are added within 5 business days.
11. App and website problems
11.1 Check-in when the app fails
If a customer cannot check in online because of a problem with our app or website, they can check in at an airport kiosk or desk with no fee. Online check-in closes 60 minutes before departure; airport desks close 45 minutes before.
11.2 Prices and fees caused by our outage
If an outage of our app or website caused a customer to pay a higher fare or a fee they would not otherwise have paid, we refund the difference once we confirm the outage.
12. Complaints and how we reply
12.1 Complaints about service
We take reports about staff behaviour seriously. Each complaint is passed to the station manager, who reviews it within 14 days. We thank the customer, apologise for the experience and never argue about what happened in a reply.
12.2 Reply standards
Replies use the customer's name, answer the question in the first two sentences, quote the booking reference or file number, and say what happens next and when. We never promise anything this policy doesn't allow.