Boy kicked off Jetstar flight after confusion
Jetstar is investigating after the mother of a 12-year-old boy travelling on his own complained that he was kicked off an overbooked flight.
Ashton Northcott, from Paraparaumu, arrived for a flight from Auckland to Palmerston North about 15 minutes before check-in closed.
He was told he could not check in online or at a kiosk because he had an exit row seat and was under 15.
Ashton said a supervisor could not reallocate him a seat because the flight was overbooked.
He was told he had not checked in on time and could not board.
Ashton’s mother, Marie Northcott, said she feared the airline may have used Ashton’s check-in delay as an excuse to offload him.
‘‘You book children on a flight in good faith, and the airline does this to your 12-yearold.
‘‘We’ll just avoid Jetstar at all costs.’’
Ashton caught a flight to Wellington about five hours later instead, for no additional cost.
He said he was surprised by the incident. ’’It was really annoying. They were just really mean about it.
‘‘They showed no sympathy or empathy or anything.’’
Jetstar said on Friday: ‘‘We’re looking into this matter and will be contacting staff at Auckland Airport to find out what’s occurred.
‘‘We apologise to the family for this experience, and will make contact with the mother directly.
‘‘Thousands of unaccompanied children travel with us and incidents like this are extremely rare.’’
Northcott said the supervisor told her by phone that she should not have booked Ashton as an adult, and the ticket should have been booked via the reservations department.
However, she was told by reservations that someone aged 12 or over could be booked the normal way on the website, she said.
Jetstar’s website states passengers 12 and over can travel alone with proof of identification.
They must meet the airline’s independent traveller requirements, including the ability to eat, take medication and go to the toilet without assistance, which Ashton did.
Ashton had no problems flying three days prior.