Bag finally home after two weeks lost in transit following Jetstar flight

Jetstar has apologised and paid $300 in flight vouchers after it took a fortnight to reunite a passenger with her bag. Photo / file

Budget airline Jetstar last night returned a Wellington woman's holiday luggage a fortnight after she reported it missing from a flight back from Sydney.

Shannon Tulloch had called the airline daily since arriving from Sydney, via Auckland, with her partner on January 5.

She says she was told more than a week ago that her bag had arrived in Wellington and would be delivered to her within hours, but was then advised that was wrong and it was about to be put on a flight.

Later messages included advice on Sunday that the bag had been found in Auckland.

"I stated it had been found eight days ago - how can it take eight days to deliver a lost bag to its owner?"

Ms Tulloch said that when she and her partner reported to a check-in desk in Sydney, they encountered a "really rude" woman who seemed confused by their bookings and unable to give clear advice on whether they had to collect the bag in Auckland before a connecting flight.

After waiting for the bag to turn up in Auckland, Ms Tulloch reported it missing. She had had to spend "a lot of unnecessary money on clothes for work, gym, vitamins, toothbrushes, toiletries etc".

Jetstar spokesman Phil Boeyen said the bag was found in Sydney on January 10 and arrived in Wellington the next day.

"Unfortunately, the airline tag on the lost bag had the incorrect last name and our team in Wellington was unable to match the lost bag with the customer's details."

The airline had apologised and arranged $300 in flight vouchers.

Travelling baggage

•

Sunday, Jan 5

Sydney Airport: Shannon Tulloch and partner check in for flights to Wellington via Auckland.

Auckland Airport: Realise bag is missing. Lost bag references printed off by staff.

Arrive in Wellington

• Tuesday, Jan 6 - Friday, Jan 9
Constant checks of online bagging tracing system. Email, then phone, Jetstar to have inaccurate travel details correctly recorded.

• Saturday, Jan 10
Told the lost bag is in Wellington and will be delivered within a few hours.

• Monday - Friday last week:
Calls every day. Jetstar eventually finds bag.

• Last Saturday
Told bag will be on next flight to Wellington. Delivery team will make contact within 24 hours.

• Sunday
No call or email received. Spend 2 hours on hold. Now told bag has been found in Auckland.

• Last night
Bag finally returned.