They barred at the boarding gate
Jetstar said they couldn’t give me an explanation as to what the hell was going on
10-year-old sister ringing us in a panic
I rang them back within four minutes starting giving them my card details to make the payment and within that time they weren’t allowed on the flight and they had been walked out of the terminal
She did not know where her bags were going
She had no idea where she had to collect that from, nobody notified her
I just wanted to know what was going on and I asked for the reasons why and all they said to me is “they will not be flying today” that’s all they could give to me
My biggest frustration was from the start they could not tell me what was going on
I can’t get from Jetstar what went down, what happened
She had three kids under 10
We were willing to make payment
When my mother-in-law spoke to them they said all it was showing on their end was that it was a no-show for the flight
There was no guidance, there was no Jetstar staff. She didn’t know where to collect her bag from
I said to the missus we’ll never be flying Jetstar again. It’s no cheaper anyway by the time you pay for baggage and all the rest of it
I am definitely going to take this further. I just want some answers
Why did the bag go through if it was not paid for
Rang my partner
Jetstar also stated to me if they hold the plane up I will be liable for more fees, which added to the situation at the time
All they said was she could collect it from the service desk and I think it was an hour later she received it from the service desk
I think they just removed it because it wasn’t paid at that time
We already knew we were meant to pay for it
I just want them to be accountable. I just want an explanation ultimately. I want my money back but it’s not the biggest thing for me.
How we were treated over the phone and once we learnt how they were treated it just blew me away even more I was so furious I could not believe it
I was gobsmacked. I have never had a customer service representative talk to me like that.
A man has accused Jetstar of ‘disgusting service’ after claiming the airline left his mother-in-law and her three young children stranded when she forgot to pay a $35 excess baggage fee.
Jaimie Tawhi said his mother-in-law Marlene, 51, and her three children aged 10 and under were booted off a Jetstar plane flying from the Gold Coast to Melbourne on January 7.
‘My mother-in-law had forgot to pay for her excess luggage before boarding the plane,’ he wrote in a post on Facebook.
‘They processed her luggage as she checked in then notified (her that) she had to go to the service desk to pay for the few extra kilos. She forgot and went to board the plane.
‘As I was the one who paid for the tickets they called me to notify my mother-in-law would not be boarding the plane if luggage was not paid for.’
Mr Tawhi, who made the claims in a social media post to Facebook, said told Daily Mail on Tuesday he tried to pay the outstanding fee when Jetstar contacted him after he and his partner had dropped the four at the airport.
‘We were probably five minutes down the road and Jetstar rings us and says that my mother-in-law had not paid for her baggage yet,’ he said.
‘I rang them back within four minutes and starting giving them my card details to make the payment and within that time they (his mother-in-law and her children) weren’t allowed on the flight and they had been walked out of the terminal.’
‘Jetstar said they couldn’t give me an explanation as to what the hell was going on.’
New Zealand man Jay Tawhi (pictured) says his elderly mother-in-law and three children under 10 were kicked off a Jetstar flight over a $35 excess baggage fee he tried to pay
Mr Tawhi vented his fury at the airline saying they had not been able to explain why his payment was not accepted
Mr Tawhi, who is an experienced flyer, claims he knew one suitcase was over the baggage allowance.
‘We knew we had to pay for baggage. There was nobody trying to escape a charge,’ he said.
‘I think she was told she had to pay.’
With his mother-in-law and her three children left languishing at the airport, Mr Tawhi was forced to fork over another $600 to get them on another flight to Melbourne.
Mr Tawhi said his biggest complaint was the treatment that he, his partner Jess and her mother received from the budget airline particularly when he was the phone to them trying to sort out what happened.
‘Jetstar also stated to me if they hold the plane up I will be liable for more fees, which added to the situation at the time,’ he said.
‘My biggest frustration was from the start they could not tell me what was going on,’ he said.
‘All she said to me is they (his mother-in-law and her children) “will not be flying today, end of story”. Those are her exact words
‘It is the worst I have ever been treated in my life.’
Mr Tawhi claimes once Marlene and her children had been escorted away from the gates they were given no guidance on how to pick up the offending suitcase.
‘All they said was she could collect it from the service desk and I think it was an hour later she received it from the service desk,’ he said.
‘I just want them to be accountable. I just want an explanation ultimately. I want my money back but it’s not the biggest thing for me.
‘I said to the missus we’ll never be flying Jetstar again. It’s no cheaper anyway by the time you pay for baggage and all the rest of it.
‘I am definitely going to take this further. I just want some answers,’
A spokesperson for Jetstar said they were investigating but could not confirm the claims made by Mr Tawhi.
‘We’re concerned to hear about these customers’ experience and are urgently looking into what happened,’ the spokesperson said.