Budget airline Jetstar is again under fire, this time for refusing to shift the flights for the mother of Auckland shark attack victim Adam Strange.
Paraparaumu's Jeanette Strange had already booked return flights from Wellington to visit her son next week.
But her sister Kay Cresswell tried to change the flights after they learnt of Mr Strange’s death, attacked by a shark at Muriwai Beach on Wednesday.
She said she was put on hold for 10 minutes and then told they were very sorry but could not transfer the booking. She would have to pay $321 for a new ticket.
"I was disgusted with their lack of compassion and hung up," she told Fairfax.
Instead, they flew up with another airline, and with the help of police were able to get discounted flights.
In response, Jetstar said it reviewed waiving fare-change fees on compassionate grounds on a case-by-case basis.
It appreciated it would have been a stressful situation and regretted if the call centre service was perceived as unsympathetic, a spokesman said.
Meanwhile, Mr Strange's wife Meg learned her husband had been killed by a shark via a text message to a friend she was having coffee with, the New Zealand Herald reports.
Muriwai Lifeguard Service chairman Tim Jago said he informed the friend Mr Strange was the victim after Mrs Strange had trouble contacting her husband by phone.