An Air New Zealand baggage handler is being investigated after a crowbar was used to release customer luggage, causing a flight from Queenstown to Auckland carrying 150 passengers to be cancelled nearly two weeks ago.
The crowbar had caused damage in the ceiling area of the cargo hold as the baggage team was unloading one of the cans used to carry customer luggage.
The incident, which occurred on August 9, was not part of company procedure, Air New Zealand corporate communications manager Tracey Palmer said.
"My understanding is that standard operating procedure were not followed in this case."
Ms Palmer said passengers were accommodated on alternative flights.
Air New Zealand has since made changes to the storage cans to reduce "sticking" of the luggage.
The aircraft was flown below 10,000ft to Christchurch for repair maintenance, she said.
"The outside of the hull wasn't compromised. However, as a precaution, the aircraft was flown to Christchurch under non-pressurised conditions."
Staff at Queenstown are employed by Mount Cook Airline, a wholly owned subsidiary of Air New Zealand.
Air New Zealand will undertake the internal investigation.
