Jetstar chaos: Passengers bumped, bags delayed after fuel blunder

Friday, 11 July 2025

Jetstar’s Sydney to Hamilton flight on Monday arrived without any luggage after being overfilled during refuelling. Some passengers are still waiting for their bags.

A Jetstar flight from Sydney to Hamilton turned into a logistical mess after the airline announced the plane was overweight due to overfuelling—forcing 20 passengers and dozens of bags to be offloaded.

Passengers spoken to by the Waikato Times described poor communication and confusion surrounding the Monday morning flight, with some still missing luggage, including birthday presents, days later.

Jetstar says it knows the situation is frustrating, and the company will cover “reasonable expenses” for those affected.

Marie Dale volunteered to stay back and received food vouchers and travel credit (file photo).

Te Awamutu woman Natasha Dalziel said she checked in two bags, only one of which turned up—couriered to her home on Wednesday. “I don’t know where [the other bag] is, when it’s coming, if it’s coming, but I’ve had no texts, no emails,” she said.

Dalziel said while she accepts that “things happen,” better communication could have eased the situation.

“I just felt so sorry for the New Zealand staff because they just weren’t really prepared for it,” she said. “The Sydney staff could have told them what was going on.”

She said she would still fly with Jetstar from Hamilton, but won’t be checking in luggage again. “I’ll just take a carry on because it’s too stressful.”

Among the passengers who volunteered to stay behind was Marie Dale, who decided to extend her visit with her son and grandson in Sydney. Her husband, who is self-employed, flew home to Cambridge.

Natasha Dalziel checked in two bags. One bag arrived on Wednesday and she is awaiting her second piece of luggage.

Jetstar gave Dale a $30 food voucher and a $300 travel credit, but she says that isn’t enough. “I plan to fight with Jetstar about doubling the travel credit, due to the appalling way we were treated.”

Dale said initial information from staff was confusing. At one point, those who volunteered to disembark were told they wouldn’t get their bags. “We’re like, no, hold on.”

Birthday presents bought by Sandhya Kumar, left, for her sisters Shobna, middle, and Gina, right, were in her luggage that’s still in limbo.

She was rebooked for a convoluted journey via Brisbane and Auckland the next day, despite not agreeing to it. “Others got no notification. They weren’t rebooked. They had to go upstairs and do it, like I had to go and get mine changed.”

Dale eventually landed in Hamilton on Thursday afternoon with all her bags, and said she expects a written apology from the airline. “We did them a favour by hopping off the plane,” she said.

She plans to use her travel credit to return to Sydney in September.

Meanwhile, Sandhya Kumar’s luggage—containing all her clothes and surprise birthday gifts for her sisters—was also left behind.

After being told her bag would arrive on Tuesday, a trip to the airport proved fruitless. Her family, gathered in Arohena for a 50th birthday celebration, were left disappointed. “It’s not a happy day for Sandhya,” said her brother-in-law, Ashneer Datt.

“It will be a big celebration, but without the gifts.”

Jetstar said in a statement that any bags not yet received would be on their way.

The checked luggage - and 20 customers - had to be left behind “to ensure Monday’s flight wasn’t too heavy for take-off” after the company’s refueller overfilled the aircraft, the statement said.

Customers who took alternative flights would be covered for “reasonable expenses caused by the disruption”, while those who had to do without their bags could also have related costs covered.

“We know this delay in returning our customers’ luggage has been frustrating and we want to thank everyone for their patience.

“Despite this unexpected challenge, everyone at Jetstar is committed to making these flights a success.”