Jetstar flights: Sydney mum smacks Jetstar after throwing 11-year-old son off flight

A Sydney mother has slammed Jetstar after her 11-year-old son was thrown off a plane and stranded at Sydney Airport.

Emma Garland decided to let her two children, Scarlett, 13, and Jack, 11, travel alone for the first time ahead of the June long weekend.

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However, things quickly took a turn for the worse when a Jetstar flight attendant told Jack he was too young to fly.

Garland explained to 7NEWS.com.au that she was working at a conference in the Gold Coast at the time and the initial plan was for her two children to fly in with her husband and meet her.

But when Garland’s husband was also called to work in Queensland a few days earlier, the kids went to live with their in-laws, and Garland made the decision to let her kids fly up and hit them on her own.

“So I thought I’d give Qantas a call and see what our options are,” Garland told 7NEWS.com.au.

Scarlett, 13, and Jack, 11 Recognition: delivered

“They said don’t worry Scarlett can fly with Jack as an accompanied minor so I changed the tickets.”

However, Garland said she was a bit hesitant and called back later to confirm, with a Qantas adviser telling her everything was still fine.

The day of travel was approaching and Jack and Scarlett were dropped off at Sydney Airport by their in-laws and went through security.

“They got on the plane and everything was fine, everyone was smiling,” Garland said.

It wasn’t until just before takeoff, when a Jetstar flight attendant walked past Jack and asked how old he was, that the problems began.

Garland said Jack was told he wasn’t old enough to fly and he was escorted off the plane.

And this despite the fact that Scarlett is still stuck on the flight to Gold Coast.

“They tried to get her down but said ‘sorry, the gates are closed,'” Garland said.

“Nobody explained to her what happened or asked her if she was okay.”

“Nobody said anything to her that’s just disgusting.”

Meanwhile, Jack was “hysterical” after the ordeal and was temporarily “stranded” until he was reunited with his in-laws, who were paged to pick him up.

The family say it was a “nightmare”. Recognition: delivered

Garland decided to take a flight down that day to be with her disgruntled son, leaving her to snag a “very expensive” last-minute ticket to Sydney.

“My husband was upset at the Jetstar counter and just said, ‘I can’t believe you did this to my family,'” she said.

“He was in tears at the counter.

“And of course the only flight left was with Jetstar so I had to fly back with them and didn’t get back until around 11pm.”

“It was a nightmare of a day.”

Months later, however, Garland says she has yet to receive any type of compensation or apology from the low-cost airline.

“I have no idea what policy the Qantas advisor was referring to on the phone that day, but they assured me they were fine to fly,” she said.

“It’s just awful, not to mention the duty of care.”

Jetstar responds

Meanwhile, a Jetstar spokesman told 7NEWS.com.au they are investigating the matter to “ensure this doesn’t happen again”.

“We sincerely apologize to Ms. Garland and her family for the extremely distressing situation and recognize that our teams should have handled this situation better,” they said.

The airline explained that while they are “glad to welcome young passengers on board”, they do not offer any service for unaccompanied minors and that passengers “must meet certain requirements in order to be able to travel independently”.

That includes being of secondary school age, they said.

“A secondary passenger can travel independently, but must be at least 15 years old to accompany a child under secondary school age,” they said.

“We are investigating why Ms Garland was not given clear notice of this before her son’s trip and how we can improve our processes to ensure this does not happen again.

“We also apologize to Ms. Garland for the delay she experienced in receiving a refund and can confirm that refunds are being processed for her family’s entire booking.”

7NEWS.com.au has also reached out to Qantas for further comment.

The passenger was escorted off a Singapore Airlines flight after he threatened the cabin crew for not bringing him water

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https://7news.com.au/travel/jetstar/sydney-mum-slams-jetstar-after-kicking-11-year-old-son-off-flight-c-8863550 Jetstar flights: Sydney mum smacks Jetstar after throwing 11-year-old son off flight

James Brien

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