We were travelling home from Christchurch. Had a great experience flying with Air New Zealand followed by a disgraceful flight home with jet star. We had forgotten to pay for check in baggage prior to arriving at the airport but we were told over the phone by a jetstar consultant that the fee would be slightly more than if we pre booked it. When we arrived to the airport we were told that anything we checked in up to15kg would be $160!!!!! Even in the scenario of only checking in 1kg. In other words no room for reasonable negotiation. Unfortunately we had 22kgs as there was 2 adults and a 2 year old child (mind you we had the exact same amount of kg as we did Air NZ and we only paid around $30) after they weighed our 22kg bag we were informed that we had to pay $360 to take our baggage home, which was more expensive than a one way ticket for 2 adults and a baby we initial paid for.
We were told the only solution was to purchase another bag from a store at the airport which would count as carry on baggage for our child. The bag alone cost us $100, plus the stress of opening our bags in front of all the rest of the passengers checking in which was embarrassing and ultimately we checked in the same amount of kgs which would probably be safer under the plane than in the over head locker. Our child was crying due to the commotion. To finish off we had to pay $160 plus $100 to buy an extra bag at an overpriced airport store
Tired and annoyed we get on the plane and ask for a glass of water and got warm water and an annoyed airhostess. Maybe we had to pay for a glass of water too???
$360 to check in baggage!!
International
New Zealand-Christchurch
Australia-Sydney
Comments
Hi Louise, It’s disappointing
Hi Louise,
It’s disappointing to hear that you had such a stressful experience at the airport.
We are very strict with our excess baggage policy and will always charge a set amount per kilo you are over if you present at check-in with excess baggage. In your case, not having purchased any baggage allowance with us at the time of booking or before arriving at the airport, we charge a flat rate for 15kg of checked baggage and then anything over that would be charged at the per kilo excess baggage rate.
I’m concerned to hear the telephone Reservations agent didn’t clearly express the difference between pre-purchased baggage prices and those charged at the airport, this feedback has been passed onto our Reservations Manager. However, if you are unsure about your baggage and require more information, visit our website via this link: http://www.jetstar.com/au/en/planning-and-booking/baggage/checked-baggage.
I’m sorry to hear that after a stressful check-in you found the service you received from our cabin crew in flight less than what you deserve. Please accept my sincere apologies. I hope you can appreciate we need to be consistent in how we apply our baggage restrictions for the fairness of all passengers. It might help to know that we allow you to add baggage right up until check-in opens for your flight and our website automatically select 20 kilograms of baggage per passenger during the booking process. If you’re unsure whether or not you’ll need a baggage allowance it’s always best to add some just to be safe.
Thanks - Juliette