FORMAL COMPLAINT – CIVIL AVIATION AUTHORITY (CAA)

FORMAL COMPLAINT – CIVIL AVIATION AUTHORITY (CAA)

Reference: ILAW-CAA-AIRPORT-2025-001

From:

InLandsAirWater Counsel – Private Trust (PTNDA)

Attorney Acting Under Instruction of Trustees

PO Box 265, Queenstown

FORMAL AVIATION SAFETY & CONDUCT COMPLAINT

Jetstar Airways — Targeted Identification Harassment, Discrimination, Authority Misuse, Unlawful Denial of Boarding, and Complete Communications Failure

1. Introduction and Standing

This complaint is issued under Private Trust Non-Disclosure Authority (PTNDA). Our appointed attorney has been subjected to repeated targeted ID checks, discriminatory treatment across more than a year, refusal of boarding without lawful basis, refusal by staff to identify themselves despite wearing CAA-linked badges, aggressive and hostile behaviour, total communication system failure when seeking assistance, and consequential harm to Trust operations and beneficiaries.

2. Pattern of Targeting & Discrimination (12+ Months)

The Trust attorney has been the only passenger consistently singled out for ID checks, even when travelling with others who were never asked. This targeting has occurred on every Jetstar flight for over a year, in multiple airports, involving numerous staff, with a consistent pattern of hostility and refusal to explain. This behaviour breaches the NZ Bill of Rights Act, Human Rights Act, Civil Aviation Act, and Civil Aviation Rules.

3. Most Recent Incident — Unlawful Denial of Boarding

During the most recent attempt to fly, staff refused to identify themselves, refused to show rules, refused escalation, and denied boarding without lawful authority. Other passengers were not checked or questioned.

4. Staff Wearing CAA-Linked Badges Refused to Identify Themselves

Staff at Auckland Airport wearing CAA-authorised security badges refused to provide names or roles, violating Civil Aviation Rules Part 19 — Security, Rule 19.101(b).

5. Complete Failure of Jetstar’s Communication Channels

Jetstar is functionally unreachable. Emails bounce, online forms fail, and the phone system offers no escalation. A 40‑minute call from a Trust office line disconnected with no call-back. Staff at the airport refused to assist.

6. Resulting Harm

The Trust attorney was stranded, unable to return to Queenstown, prevented from Trust duties, suffered distress, and incurred financial and operational loss.

7. Legal Breaches

Civil Aviation Rules Part 19, Civil Aviation Act 1990, Aviation Crimes Act 1972, Consumer Guarantees Act 1993, Privacy Act 2020, NZ Bill of Rights Act 1990, Human Rights Act 1993, and key case law including Fitzgerald v Muldoon, Drew v Attorney-General, Zaoui v AG, and Pora v R.

8. Required Actions

CAA investigation into Jetstar’s conduct, disclosure of all internal notes/flags, staff identification, compensation for loss, and assurance that the attorney will no longer be targeted.

Conclusion

Jetstar’s conduct is discriminatory, unlawful, opaque, harmful, and in breach of aviation, privacy, consumer, and human‑rights law. CAA intervention is required.

Signed,

For:Tracy Lynch

Attorney for InLandsAirWater Counsel – Private Trust (PTNDA)

PO Box 265, Queenstown