Air New Zealand has issued an apology after a man was left stranded in Brisbane for two days because his kayak was deemed too large for a flight to Wellington. Cam Butler, a Canoe Polo competitor, faced the ordeal after travelling from Wellington to Brisbane on 10 April with three kayaks for the 2025 Oceania Championships. The issue arose when he attempted to return home on Easter Monday. The airline informed him that his kayaks could not board the Wellington-bound plane. Consequently, Butler had to stay in Brisbane for two extra nights, finally returning to Wellington on Wednesday. Meanwhile, his kayaks were sent to Auckland on a larger aircraft.

Butler expressed frustration over the situation. He explained that the kayaks were deemed too long for flights to and from Wellington, despite having travelled without issue on the outbound journey. The unexpected delay disrupted his plans significantly. For instance, he missed time with his family and relied on friends for transport. Friends drove an hour across Brisbane twice to help him, and another friend in Auckland collected the kayaks. Additionally, Butler runs a kayak-making business. The delay meant some customers would not receive their kayaks in time for a weekend competition, leading to dissatisfaction.

Air New Zealand acknowledged the error. The airline described it as a genuine mistake by their team. In response, they contacted Butler and offered to cover any costs he incurred. They also provided a gesture to compensate for the inconvenience of retrieving his kayaks. Butler confirmed he was satisfied with the airline’s compensation.

The incident highlights challenges with transporting oversized sports equipment on flights. For travellers like Butler, such disruptions can affect personal and professional commitments. However, Air New Zealand’s swift response and willingness to rectify the situation demonstrate a commitment to customer satisfaction. The airline’s apology and reimbursement aim to address the inconvenience caused. For Butler, the resolution allows him to focus on his business and upcoming competitions, despite the unexpected setback in Brisbane.

This case serves as a reminder for travellers to confirm airline policies on oversized items before flying. Clear communication with airlines can help avoid similar issues, ensuring smoother journeys for sports enthusiasts and professionals alike.