Mum, bub rebuffed at check-in
A mother and her baby were turned away at an airport check-in counter after being told the ‘‘system wouldn’t allow’’ it.
The passenger was due to board a flight from Taupo¯ to Auckland on Friday afternoon for her baby’s godmother’s surprise birthday party.
‘‘I checked in online on Thursday and turned up 30 minutes before my flight was due to leave, only to arrive at a queue at the check-in desk,’’ the woman, who did not want to be named, said.
While still waiting in the queue, the baggage drop closed.
‘‘When the people in front of me finally finished dropping their bags, the lady behind the counter told me they wouldn’t let me on the flight as the system wouldn’t allow her to check in my bags as it was now less than 30 minutes before the flight was due to depart.
‘‘The other passengers’ bags were in my line of sight, a few metres away on a trolley waiting patiently for my bag to join them, so had not yet been taken to the plane to be loaded. I could have put my bag on the trolley myself, but the lady objected due to me also having a stroller, and she said the rules had changed because of Covid.’’
An Air New Zealand spokesperson confirmed to the customer entered the terminal after check-in had closed.
They reminded passengers the closing times include dropping off your bags if you have them.
‘‘Although she had checked in online prior to entering the terminal, final check-in for all Air NZ domestic and regional services is no later than 30 minutes prior to departure, which includes bag drop.
‘‘We strongly recommend customers allow themselves plenty of time by arriving at the airport well before check-in closes.
‘‘Customers are clearly notified of check-in requirements at the time of booking, as well as receiving email and app reminders. This is also stated on our website along with pram and stroller guidelines,’’ the spokesperson said.
The woman said it wasn’t about the $89 price of her seat. She questioned the policy.
‘‘Neither of these makes sense to me, given all babies are allowed to take a car seat and stroller on their flight, and the Covid reason just doesn’t really make any sense.
‘‘I would have thought that given Air NZ are now only operating one flight every three days between Taupo¯ and Auckland, and that I have a little baby, and that the people in front of me in the queue were there for quite some time, some compassion would have been shown and they could have loaded my bag, me and my baby on to the flight with everybody else (who by the way had not boarded yet).’’
She continued to wait for an additional five minutes as she watched other passengers board the flight.
Some $350 later, the woman rented a car and drove to Auckland while her baby was sleeping.
‘‘The other passengers’ bags were in my line of sight, a few metres away on a trolley waiting patiently for my bag to join them, so had not yet been taken to the plane to be loaded.’’