Jetstar Apologizes to Rarotonga Passengers for Forgetting Their Luggage

6th Apr 2017

"Sorry we forgot your luggage, yours truly, Jetstar". This is basically how Jetstar apologized to 38 of its passengers who arrived last Saturday to Rarotonga, only to find out that their bags where not sent with them.

In an email, media adviser for the Australian carrier Phil Boeyan said that the passenger's luggage was offloaded in order to allow the plane to bring more fuel and still meet weight restrictions following a weather conditions forecast.

According to Mr. Boeyan, since weather conditions are prone to changing at any given time, it is not always possible to tell passengers that their luggage will be offloaded in advance.

Among the 38 passengers was Dr. Paul Rosser, an ophthalmologist on a voluntary mission in the Cook Islands, who had all his equipment in the two bags Jetstar offloaded. The equipment needed to restore eyesight of locals via cataract surgery.

As Dr. Rosser said, he was asked by a Jetstar staff member to pick which bag he would like to be sent to him the next day when he checks in at Auckland Airport. However, as he pointed out to the staff member, he needed both bags as this would mean that some 10-12 patients would not be able to get cataract surgery for at least another year if the equipment wasn't with him.

Dr. Rosser said:

"There has been absolutely no communication from the airline whatsoever? and especially in regard to any apology, explanation as to why this occurred, any reparation, or confirmation of when the bags would arrive. I had to immediately go to town the following morning to buy various items of clothing, toiletries? as nothing else came with me apart from a computer and book."

Fortunately for Dr. Rosser and his patients, Jetstar arranged for his bags to arrive on Monday night. The other 37 passengers would have to wait for another three days for their luggage.

In the meantime, they can console themselves with an apology letter from Jetstar Australia, who also promised to reimburse the customers "reasonably for essential items" if they put a claim.