Virgin Australia passengers in NZ stumped by series of errors
Passengers on Virgin Australia's Easter weekend service from Queenstown, New Zealand, were hit by a cascade of delays and cancellations arising from mechanical and security issues.
At one point the departure gate was thrown into disorder after an airline staff member's decision triggered an intervention from airport authorities.
An already-delayed Virgin Australia flight VA164, scheduled to depart for Sydney on Sunday, was held up for three hours and 20 minutes after an 'airline employee' directed passengers into the wrong part of the gate, violating security protocols.
After being instructed to deplane and re-enter the airport through the departure gate on Sunday, passengers 'were stopped by staff who were running and shouting that we could not do that', said Tim Horton, who was visiting the New Zealand tourist town from Sydney.
'Doors were hurriedly secured, staff disagreed about what could be done. Meanwhile, we were standing partly on the tarmac and partly inside.'
Horton recalled seeing a police officer running through the airport 'then running back the other way'.
'It was clear throughout that no one knew what the protocols or procedures should be. Airports are about security. It was instead nothing but chaos.'
Virgin said of the weekend difficulties: 'We regret that this impacted our ability to deliver the level of service and support we strive to provide our guests when unexpected disruption occurs, and we sincerely apologise to our guests for this experience.'
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