Low-cost airline Jetstar has been ordered to stop using two baggage scales at Wellington Airport after inspections found they failed to meet legal accuracy requirements.
The Ministry of Business, Innovation and Employment (MBIE) trading standards department inspected two portable baggage scales used at Wellington Airport by Jetstar following a public complaint in September.
Both were found to be non-compliant under the Weights and Measures Act 1987 because they were not level when tested and did not meet their approval conditions.
MBIE's Trading Standards national manager Stephen O'Brien said "consumers should be confident that the price they pay reflects the correct weight or measure".
"Investigations and compliance checks are carried out to protect people from being incorrectly charged due to inaccurate weighing."
Businesses using weighing instruments for trade — including airlines — were responsible for ensuring their equipment is legally verified, level, and accurate. Instruments must be approved for trade use and verified by an accredited person.
He said the scales were rejected, and Jetstar was instructed to stop using them until they were re-verified.
"Compliance instructions have been issued to Jetstar, and a formal Corrective Action Request sent to the verifier involved to investigate the root cause of the issues identified and to put in place steps to prevent their recurrence. Trading Standards will follow up with both parties to ensure effective resolution of the issues identified and that long term, compliance is achieved," O'Brien said.
He said even small inaccuracies in weighing instruments could have a wide-reaching impact on the more than 20 million air traveller departures from New Zealand airports in the past year.
Travellers are encouraged to check that baggage scales are level, start at zero, and carry a Mark of Verification.
If a scale appeared inaccurate or unverified, consumers can contact MBIE’s Trading Standards team, who investigate complaints and enforce compliance.
If compliance is not achieved, enforcement options are available — including infringement offence notices or prosecution for serious or repeated breaches. Penalties can reach up to $10,000 for individuals and $30,000 for companies.
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Jetstar responds
In a statement, a Jetstar spokesperson said all of its portable baggage scales across New Zealand were regularly "checked, serviced and calibrated by independent specialists in line with industry standards and guidelines".
"Compliance is a priority for us. We carry out daily checks at all airports and continue to strengthen our processes to ensure ongoing compliance.
"We recognise that carry-on baggage is a pain point for customers and are actively exploring ways to improve the carry-on experience and policy," a spokesperson said.
The airline said the two scales identified at Wellington Airport had "minor wheel misalignments that caused the scale plates to sit unevenly".
"This affected the stability of the units, not their weighing accuracy, and both scales were immediately removed from service. This misalignment would not have resulted in higher weight readings, and any additional baggage fees applied would still have been correct."
The airline said it continued to work closely with MBIE to ensure all requirements were met.
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