Hi there. My family is a regular customer with your company, but never experienced what we experienced on 26th 2019.After returning from Auckland. We both had allowances of 2carry on bags 1 to keep under the seat and 1 in lockup. We took our luggage and the carry on to the counter for check in but the lady checked in our luggage but didn't put tags on the carry ones, we were carrying cooked dinner as it would be late preparing dinner at home. But when we arrived at the boarding area our bags were weighed there, i agree it exceeded the limits and were asked to pay 180$but my concern is why the lady in front desk did not check it so we could have given the excess to our family to take back instead of throwing it in the bin. The lady in the back said we didn't take our item to the counter in fronf at all which she lied, you can check the CCTV for proof. This was our worst experience with Jetstar in our lifetime. Sad we had to throw our well prepared dinner in rubbish bin. I had to leave we tears .Thanks.