Airnewzealand Reviews 

I had a run in with a Hawke's bay airport project manager today, whilst carrying out some concrete works. The worst interaction I've ever had with a project manager, and I've been in the industry for more than 2 decades and I have worked on international airports throughout the country.
If Air New Zealand hires staff who conducts themselves through swearing and acting like a school kid, they aren't doing themselves any favors.
Hawke's bay airport, you need to sort your staff out. If the job is too stressful for the employee, he shouldn't be in the position he is in.

Awful experience, Koru no longer gets you into the lounge on a partner airline flight. My dislike of Air NZ continues. I used to love them as a New Zealander

I recently had an extremely disappointing experience with Air New Zealand. Despite purchasing a seat for a $15-hour flight, my seat was given away without explanation. When I requested a refund, the process was unnecessarily complicated and cumbersome. It's bewildering how the airline can reassign a seat after accepting payment. This is particularly frustrating given the high cost and duration of the flight.

This was my first experience flying with Air New Zealand, and it has left me hesitant to fly with them again. An upgrade offer might have mitigated the situation, but instead, the airline showed no remorse for their error. Consequently, this incident has significantly lowered my opinion of their service.

Additionally, their app does not allow online check-in, and their customer service phone number is non-functional, leaving customers in difficult situations. Compounding my frustration, the cabin space corresponding to my seat was also reassigned, forcing me to store my carry-on luggage far from my seat.

These issues reflect poorly on the airline and highlight areas in urgent need of improvement. To maintain customer satisfaction and receive positive reviews, it is crucial for Air New Zealand to address these operational inefficiencies and improve their customer service practices.

Outstanding compassion and professionalism.
My experience with Air NZ was phenomenal.
I had a paperwork issue overseas and their entire team was outstanding.
I called their call centre late at night. The relief when I heard an experienced compassionate Maori male voice on the end of the phone was palpable. The call centre team member addressed my concern, organised a plan to get myself and my family home and gave me reassurance. I slept well for the first time in 3 days.
As arranged we arrived at Brisbane airport and checked in with customer services. We watched in awe as a young woman dealt with us professionally with courtesy whilst simultaneously answering colleagues questions, arranging meetings, transfers , an oversized piece of luggage and a personal escort through the airport and security.
We were expected. All plans had clearly been arranged in advance and all staff were updated.
Instead of feeling like we were an inconvenience, I felt like this airline had a mandate to care for their people and carry them safely home 🇳🇿
It had a major impact on me.😇
There is nothing worse than to feel stranded and helpless overseas. Air NZ were amazing.
My very deep gratitude to the staff and the policy team who have worked so closely with the airports and immigration to ensure that stranded kiwi’s overseas are safe, protected and cared for.
If this is ever you, I pray that you are booked on Air NZ.
It had such a profound effect on me that I will never consider booking with another airline.
All airlines offer good pricing, nice food, good service.
Only Air NZ offers Kiwis Aroha.

Nga mihi nui Air NZ

At least they are good at apologising about being unbelievably rubbish. 6/8 of my last flights have been delayed or cancelled

Put simply the business class seats arrangement’s where you have to get bed made up or put back ( or do yourself ) is a joke. We have flown emirates for last 6 years with drinks and snacks areas comfy seats and front area with bar and room to stretch is pure luxury , but had to go air nz for Canada , food and services so basic , no area at front for extra drinks or a stretch just small bunch grape's and bananas next to toilets. Dirty carpets up front in that area , just basic and paid 10 k return for this ?? I will fly via Aussie just not to go with air nz again

No compassion at all.
Impossible to receive either a refund or credit for flights I am unable to take due to family illness. You must need a death to get any help. To think that my taxes helped bail this lot out during Covid makes me feel sick.

This airline relies on a tablet to cross check which passengers purchased food. They were not able to see if I purchased a mean as their tablet was not working and my boarding pass does not provide the info. The staff called out to her co worker serving in the next aisle to check if passengers in our seat number had purchased meals. I felt sorry for the crew with the broken tablet as I could see she was getting slightly frustrated and was trying to reboot her tablet. I did notice that this airline rely on the entertainment system to demonstrate the safety procedure while the crew stand at the front of the plane and awkwardly stare at passengers which I found slightly uncomfortable as I was at the front of the plane.

My flight is NZ5655 on 18/5/24 at 11:50am.
I don’t usually write a review, but from the experience I had today I will make that an exception. Air New Zealand, you are such an utter embarrassment and disgrace towards the whole airline industry in New Zealand. Today I was supposed to fly to Queenstown for a nice weekend getaway, to meet my friends from Thailand who are traveling down south of New Zealand, but due to the weather it was canceled first in the morning and then again at around lunch time for the replacement flight. They aren’t going anywhere at all from the supposed date to travel. This is very understandable. For me personally I had a short time to travel due to having to come back to school. So I was going to ask for a refund plus compensation for my hotel bookings. When I was at the counter however, the first initial experience was absolutely terrible, the lady asked me “So what would you like to do?” without giving me any options whatsoever, in a rude way and bad attitude as well which was very surprising because I thought Air New Zealand was supposed to be one of the best airlines here in New Zealand and expected better customer service; very disappointing. I do understand that there were a lot of people that missed their flights and had to go to the counter before me, but it’s literally your job to take care of the customers. If you are tired of working there then you shouldn’t have gotten the job in the first place. After I told her my situation, she said that the airline doesn't offer a refund but flight credits instead which was already bad in itself, to add more to the injury they do not offer any compensation at all and said that it was because of the weather and that I didn’t buy travel insurance. As we all know New Zealand weather is very unpredictable and flight cancellation happens quite often, if you are going to make an excuse as an airline about zero compensation because of the weather, why bother even having domestic flights in the first place if it was going to be canceled most of the time? Like I said I understand that it’s normal to have flight cancellations because of the weather here, but zero compensation??? Come on, that's pathetic. Even airlines like JetStar offer compensation for the cancellation of flights due to weather issues. Air New Zealand you are an absolute disappointment.

First our original flight booked they cancelled and only knew when I called because I couldn't reserve seats! Long story short. Cabin crew were cold to say the least. On our way back the same attitude with one mature lady who would be better suited as a prison guard than cabin crew. Food was awful and wooden utensils really in 2024??? The only positive with AirNZ was the touch screen for refreshments. I used to be Gold tier and don't regret distancing myself with this terrible airline whatsoever.

I would like to say thank you for your great customer service and for helping me to change my flight it was a very professional and friendly way, especially Royana, you are amazing and highly recommended.

They are the worst. I had my flight on April 25th. when I was about to board, they said they cannot issue me a boarding pass. my name on the ticket is not matching with my name on passport. I dont have any surname on my passport. But i always book flight tickets the way I booked this time. if any airline has any guidelines to follow regarding name, they always make adjustment on my tickets right away at the counter. but Air Newzealand refused to do so. They told me to rebook the flight with correct name and assured me that i will get my refund but no response yet. I've spent $2000 on new tickets and $1800 on initial booking. every time, i call them All their representatives says different things.

It's important to point out three things about Air NZ:

If you fly regularly, and fly locally - all is well.

Be aware, many will use budget services for this, or have work accounts that pay for.

IF you are unfortunate enough to deal with Air NZ staff and are clearly aware of deception, duress, mishandling or "accidental incompetence" that punishes the accounts of paying customers . . . THERE IS NO CUSTOMER SERVICE CONSISTENCY.

We were lied to to get out of a remote region (by a NZ citizen, also flying direct from an airport making one flight only for the day).

AIR NZ's customer complaint support IS NOT ABLE to be contacted by any paying customer.

A representative by phone tried to invent convenient excuses to explain our complaint, citing our complaint email had been "lost in the system", and tried forcing free credit (air sales) on our accounts, when were were lied to by an Air NZ staff member under duress to buy extra tickets from Niue - Auckland.

The truth is, because Air NZ, and air travel in general is sort of anonymous and monolithic, you are expected to "chime in" politely with complaint information by phone or online again and again, until you realize the customer feedback team that deals with actual incoming calls has no role ability to help anyone and you end up fuming and planning a legal claims dispute against Air NZ.

This is the truth about Air NZ.

They hide their customer complaints team because some of the botch-ups are actually BECAUSE OF and STEMMING FROM Air NZ reps, and they don't want to admit the basic thing ANY service or retail provider would do is refund a ticket.

Please look into consumer rights and the legislation that enables air operators to function in NZ and don't hesitate to assert your full rights.

They take 15-20 days to respond, but if you get some slimy, odd explanation from them, don't settle for it!

Flight was okay and cabin crew friendly. We realized later we had left something online so I completed the lost property form and no response. Been 2 weeks and yet it said someone would be in touch within 48 hrs. A quick email to say if it had been found or not would be nice.

This review is not about their flights. They are fine. It is about my NZ Airline Airpoints purchases. I bought several products through Air NZ Airpoints. Most arrived without a problem. However, a pair of Bluetooth stereo speakers never worked properly. I bought them in December. They were faulty (they did not connect), and it is now the end of April. I have alerted them nearly once a week since the fault was established well over 20 times.

They will not fix or replace them and keep sending a "solution" that does not work. After four months, I have expensive paperweights instead of functioning stereo speakers. Terrible customer service!

Really sad to have to write this review but the experience was terrible.
My grandaughter was booked as a unaccompanied minor and the flight was cancelled, there was no communication and she was booked on to a new flight.
When my daughter asked for her to be put on the following day they said it wasn't possible as her bag had already gone through system.
The new flight was delayed by a hour meaning my daughter missed work.
I understand things happen and it was out of there control but one thing they can control is communication and excellent customer service especially when it is regarding a child!!!!
Unfortunately both where lacking and as this was her first experience we will not be doing it again.

We will go back to driving.

We booked our flights online however a few weeks before the flight date Air NZ changed the flight schedule. The new itinerary which they gave us had us arriving at Auckland from Napier, after our international flight had already departed. After notifying them of their error, we were rescheduled and only had one and a quarter hours to get from domestic to international, we're held up in customs and security due to horrendous queues and missed our flight to Brisbane. I won't list further tribulations, but there were many!

Any review higher than.ome star must be chris luxon making shot up. Air nz is the worst airline in the world and I say this as someone with gold status. Unfortunately I have to fly a lot and sometimes there aren't other viable options.

I recently flew with Air New Zealand and my experience was excellent. The company provides flawless service, with a keen focus on passenger comfort. The business class was very comfortable, offering generous space and quality amenities.

I was also impressed by the extensive selection of movies available on board. There was a wide range of recent films, making the flight time very enjoyable.

However, I must say that the meals served on board were not exceptional. While adequate, they did not quite match up to the rest of the experience.

Overall, I highly recommend Air New Zealand for its outstanding service and comfort, but I would suggest perhaps improving the quality of the meals on board

Booked a seat next to my partner going to Melbourne for our honey moon for an extra fee and they moved us without our permission for another family. Would give less stars if I could .