Jetstar has apologised for the way it handled dealings with the mother of shark attack victim Adam Strange.
Mr Strange was killed by a shark, thought to be a Great White, at popular surf spot Muriwai Beach on Auckland's west Coast on Wednesday.
Jeanette Strange had flights booked to visit her son next week, but after his death she requested they be transferred to an earlier flight.
However, the airline refused.
Jetstar's policy states it reviews requests on a case-by-case basis, with fare differences to be paid by the customer. In this case, they initially refused Mrs Strange's request.
A Jetstar spokesperson says it extends its sympathies to Mrs Strange and her family, and says the airline has personally apologised for the way the call was handled.
Jetstar has been the target of criticism since it began low-cost flights into Christchurch in 2005, including over the unexplained cancellation of trans-Tasman flights just before Christmas, and not factoring daylight savings time into flight schedules.
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