A Maine coon cat named Mittens racked up some unexpected air miles this month after being left behind on an Air New Zealand flight, accidentally traveling to Australia and back.
Mittens’ owner, Margo Neas, described the ordeal as “both distressing and unacceptable,” after paying $1,948 to have her cat flown to Australia. Air New Zealand stated it was investigating the incident and, while it could not confirm who was at fault, apologized and refunded Neas for the cost of Mittens’ transport.
On January 12, Neas, along with her son and Mittens, flew one-way from Christchurch to Melbourne, intending to settle in Australia permanently. As Air New Zealand does not accept direct animal bookings for international flights, passengers are required to book through an approved pet carrier. Neas arranged the transport through Christchurch-based company Move My Pet.
The journey began smoothly, Neas said, until they landed in Melbourne and cleared customs. “We waited three hours at the freight collection depot with no explanation and no cat.”
Eventually, a Qantas representative informed them that ground handlers had overlooked Mittens, who remained on the plane and was unknowingly flown back to Christchurch, adding an extra 7.5 hours to her journey.
On the return flight, Neas stated that the pilot was asked to turn on the heating in the cargo hold, which can drop to around 7°C. “This situation is deeply concerning and raises serious questions about animal safety protocols,” Neas said, stressing that the safety and well-being of live animals “must be taken seriously.”
Air New Zealand’s general manager of customer care, Alisha Armstrong, apologized for the distress caused and confirmed that all costs associated with Mittens’ transport would be reimbursed. “We’ll work closely with our ground handler in Melbourne to ensure this doesn’t happen again,” she added.
At 2 a.m. the following day, Move My Pet retrieved Mittens from the flight, cleaned her, conducted a health check, and rebooked her on a flight back to Melbourne on January 13, at no additional cost. Neas described their service as “invaluable.”
Last Thursday, Neas filed a complaint with Air New Zealand, seeking an explanation and reimbursement for Mittens’ transport fees as well as the costs incurred from traveling back to Melbourne Airport to collect her. Neas received an auto-reply, stating she could expect a response within five business days.
Today, Neas reported that she received a call from the acting New Zealand sales manager for Air New Zealand, who offered an apology and reimbursement as requested. “He acknowledged my concerns and mentioned that if it were his family pet, he’d feel the same way,” Neas said. The manager explained that it was a “human error,” suggesting that a wheelchair in the cargo hold may have blocked Mittens from view. “After the wheelchair was removed, staff handling the freight apparently didn’t realize there was anything else in the area,” Neas recalled him saying. The manager also stated that an investigation would be conducted, something Neas is eager to see unfold.
“While they hire third parties to manage freight removal, ultimately, Air NZ is responsible and must give the same care and priority to all passengers — whether human or furry,” Neas concluded.
Move My Pet did not respond to a request for comment.
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