Jetstar's treatment of a family with disabled children, which ended in a ruined holiday and significant stress, has landed airline policy and manners in the spotlight again.
Despite checking in 45 minutes ahead of their flight the family says they were turned away from Jetstar after waiting in line to drop off their daughter's wheelchair.
That counter closed before they got to the front and they were simply told it was too late, they say they were given the option to book another flight at their expense or get someone to collect the wheelchair within 30 minutes.
The family drove from Auckland to Wellington instead.
So what are your rights? Jon Duffy from Consumer NZ talks to Lisa Owen.
