Jetstar scales under fire as New Zealand passengers report $65 excess baggage fees

Jetstar is facing questions over its baggage-scales after several passengers in New Zealand said they were charged a 65 New Zealand dollar excess baggage fee at Wellington Airport when their carry-ons appeared to exceed the limit on the gate scales. The airline has denied any fault with its scales and said its equipment is maintained and calibrated under a contracted program.

Passengers described inconsistent results between scales in different parts of the airport, with several reporting that their bags weighed within the 7 kg carry-on limit at check-in and in the boarding lounge, but then exceeded the threshold on portable gate scales just before boarding. One traveler, Arron Paul, weighed a carry-on at 5.44 kg during check-in and 6.18 kg in the boarding area, only for the gate scales to show 7.5 kg, triggering the surcharge. Paul said a supervisor arrived and handed him an EFTPOS machine to pay the fee. Another passenger, Lauren Wessels, faced a similar sequence after initially weighing under the limit; the gate-scale reading reached 7.5 kg, prompting payment when the staff insisted on the extra charge. Wessels eventually repacked to avoid the fee.

A third couple, Sarah and Cav, reported a discrepancy between readings in different parts of the airport: the downstairs terminal showed a 6.9 kg total, while the gate scales calculated an 8.5 kg total. In each case, the outcome was a $65 surcharge or the need to repack to meet the limit.

Jetstar told Stuff that there is no problem with its scales. The airline said it uses a contract company to service, maintain, and calibrate baggage scales across the country each year. A cabin manager at Jetstar said the scales are working consistently and that a ground team checks them daily before use. The airline added that most customers weigh their bags themselves and that it cannot monitor every weighing. Jetstar also noted that all trade-use scales are governed by the Ministry of Business, Innovation and Employment and are trade-approved and certified by a technician, and it offered a general guarantee that its scales are accurate. While the company rejected claims of faulty equipment, it acknowledged that user error could account for some discrepancies.

The issue has prompted consumer attention. One Wellington passenger has lodged complaints with both the Commerce Commission and MBIE, and the matter has drawn attention to potential inconsistencies in at-gate weighing practices. MBIE and the Commerce Commission did not immediately respond to requests for comment.

Context for the episode includes past reports of similar experiences with Jetstar in other markets. Earlier this year, a traveler flying from Brisbane to Melbourne said she was forced to remove 3 kg from her carry-on at the airport to meet Jetstar’s 7 kg limit, only to find that she could carry the items on board in her hands once cleared. The traveler described the incident as illogical and noted that this approach allowed her to offset the heavier bag without paying the fee. Daily Mail coverage of that case cited the same airline policy and enforcement dynamics, underscoring a broader conversation about carry-on rules and scale accuracy in low-cost carriers. The current New Zealand complaints have underscored the ongoing scrutiny of how gate-scale readings are applied in real-time before boarding.

Jetstar did not indicate a timeline for a formal review beyond reiterating its commitment to scale accuracy and daily checks. Industry observers say the investigation by MBIE and the Commerce Commission could determine whether any regulatory breaches occurred or whether process adjustments are needed to minimize discrepancies between in-venue scales and gate scales. For travelers, the episode serves as a reminder to allow extra time for self-weighing and potential repacking at the airport, especially on busy travel days when equipment may be under higher stress.