Airnewzealand Reviews 

Abysmal service. Would have given a zero stars if I could. Every single time I have fliwn with this useless company they have either cancelled flights, or severely delayed it to the point that we missed international connections. 4hr45min delay today, and they give us a $10, yes $10 voucher as compensation. The agent was rude and unhelpful as well. Useless. Will never fly with them again. Utter poor service.

TL;DR: Air NZ cancelled our flights, lost our bags for three days, and then stated their policy was to recompense $100 per passenger for necessary clothes and supplies (including medical supplies). It took them three months to sort this. We travelled Air NZ, and they cancelled our transfer flight, and as a result, lost our bags for three days. We called customer service, and did extensive online research, and nowhere did it mention there was a $100 per person cap on necessary supplies (including clothing) that you need when bags are delayed. In fact, international airline agreements (Montreal Convention) indicate that they are responsible for "reasonable" costs incurred due to the loss of baggage. After an extended time on hold, and several minutes of trying to blame us for the lost bags, the customer service rep also said nothing about this. When we went to claim (approx. $300 per person for three days of clothes, toiletries, medical supplies, etc.) we were then told the Air NZ "policy" was to limit this to $100 per passenger. For three days of clothes, plus other necessities. In contravention of international agreements (Montreal Convention). To be fair they increased this to $200 as a "courtesy", which still doesn't even come close to three days of gear needed. On top of this, it took them three months to sort this, end to end. A very, very poor experience from what's meant to be a decent airline.

I had a concerning experience with Air New Zealand. It seems they prioritize cost-cutting over customer satisfaction, as they will try to switch you to a cheaper flight whenever possible. I was put in this situation and had no choice but to accept the change if I wanted to get back home. Moreover, I received poor treatment from their staff, which was disappointing and almost discriminatory. Their customer service did not address my concerns adequately. I suggest avoiding Air New Zealand and suggest looking at other airlines like Qantas or Jetstar.

Used to think air nz was great, now I think it's awful!premium economy from LA to auckland and when
i got to my seat it was jammed in the incline position after 5 minutes of trying I finally got it unjammed before takeoff and much to the relief of the passenger behind me.then my tray table was broken so had to balance the meal on my knee(I paid hundreds of dollars more for premium economy) I mentioned this to the hostess and I got the sarcastic comment " oh I didn't bring my toolbox with me!" I have just returned from another overseas trip and flew emirates, what a difference, I loved everything about it and this was economy, I will not fly air nz again.

It's been 10+ years since I have been on here, but I've dug it out from the depths to make this post cause I am wildly disgruntled.
I contact Air New Zealand yesterday to rebook some flights. They connect to international so I can not do it myself. I am told by the first customer service officer, it will cost $135, less than ideal, but ok. I am put on hold for 25 mins, only to be hung up on!!!!!! I wait, cause they have my Airpoints information, including my cellphone (which they used to link my Airpoints), they will call back....right!? That's what I would do. WRONG! I wait almost an hours and decide to brave calling back, new person. I explain again what I need changed (it's not easy conversation). I am told it will cost $480!!!!! I am beyond shocked. I ask, are you sure that is correct, it's gone up $300 since I spoke to you (Air New Zealand) an hours ago!? I am told prices are subject to change. I am I understand that (I've been caught in this trap before by Air New Zealand when their payment system crashed and I had to pay an extra $200 for the same flights, despite it being in my cart! I was waiting to go trough with the payment until your customer service officer hung up on me! Why am I being punished!!?? I ask if I can cancel the flights as I can repurchase them cheaper myself, no. I ask, calmly, I try to be as calm as possible, on purpose, cause blasting off gets you nowhere, and I don't like treating others like that. SO I take a deep breath and ask to speak with a manger so I can better understand. And I know what you're thinking, nah I bet she flew off the handle and that's part of the problem. I SWEAR I deliberately kept it together. Did I want to loose it, absolutely! This is wildly unfair! But I didn't, and I hope you record all phone interactions Air New Zealand so you can listen to it! I am put on hold, then the same customer service office comes back and says , "I spoke with my manager and they informed me they can not tell you anything I haven't already said". To say I am gob smacked, is an understatement. I work in customer service, and have been a manager, I would never conduct myself like that. As a manager, conflict resolution is what is expected of you. I am so disappointed that anyone conducts business like this, let alone Air New Zealand who is meant tp be a trusted NZ household name. So I ask the customer service officer, and I lay a complaint, I am told I can, through the website. So that is exactly what I did. Expecting someone to call me and help resolve this issue. No phonecall. So I reach out on chat, as I am at work. Shout out to the team member Maychelle that "helped" today. She was wonderful and patient, and Air New Zealand you're lucky to have her. She tells me, best case it will be 10 working days before I hear back, worst case 6 week! Are you joking! I need these flights in June. So I am backed into are corner, what else can I do. I need the flights, to connect internationally, and have to spend $380 today to alter domestic flights. No idea why it is $100 difference. I m told they can only waive a $10 fee, it is out of their hands. Air New Zealand does not care about their customers, based on their booking fees, and conflict resolution. The fact that both issues I mention above where 100% your issue, yet I am the one out of pocket, doesn't bother you in the least. You should be disappointed in the way you conduct business.

Trying to book a flight using a credit and paying the difference with a credit card. Virtually impossible to do. Keeps saying the credit isn't big enough. I know this which is why I want to use it and pay the difference with real money. Tried to call - went through an impossible rigmarole. Still haven't managed to speak to a human being.

I had a great experience with Air NZ. I used the app for a total of 4 flights. I was able to check the status of my flights and baggage and even used it to check in. If you’re smart, you can do everything yourself even print your own baggage tags and load the bags yourself. So easy if you’re up with the play. The flights were good apart from the odd delay. The staff were very nice and as an added bonus I was able to converse in te reo Māori which is a dream come true for me. Nga mihi ki a koutou nga kaimahi

Never ever on time , never ever take any responsibility for their issues or errors or mistakes. They have gone from best in the world in 2016 to absolutely blood appalling! Good elite member since 2016. What a bloody embarrassment.

Last year I made 3 return flights to Australia via Auckland, after each flight I noticed by good quality luggage had been damaged the most recent flight coped the worst.
I think baggage handlers are deliberately damaging cases because the most recent damage required someone jumping on the case to bend the inner structural frames and fracture the toughened carbon fiber shell

My mum recently flew from Palmerston North to Melbourne. I booked the flight for her as she doesn't travel at all. Her baggage allowance was 1 x 23kg bag. My mum didn't realize that it literally had to be one bag only and she had two small bags. One weighed about 10kgs and the other 8kgs. She already had hey call on so she couldn't take the smaller one. They charged her $90 for a small extra bag when combined the two bags was less than 23kgs!!! They were both matching so had she strapped and wrapped them together, this would have been less than the 23kgs.
$90 are you serious!!! Disgusting! What is the difference between two small bags that weigh less than the allocated amount and one big bag.
My mum is elderly and paid the money as she had no idea and now she had to pay it going back! Terrible. I hope they are not expecting her to pay that in the way back!! Someone needs to get back to me about this asap.

I called AirNZ, to request their assistance, I’m 220 points away from moving to Elite. I have explained that I had booked an international flight on their app not realising that they that they were only going to give me points for only the airnz part. I could have booked far cheaper with another airline but because I wanted to get the status points I used AirNZ. Today they just plainly stated that they cannot even consider my request. So all my loyalty and effort is gone. How will they ever expect me to be loyal.

I am being generous with 2 stars. My first time and hopefully last time flying Air New Zealand. Long 14+ hour flight from Houston to Aukland. No extras for sure in economy. Food was mediocre at best. Free wine added one star. The window was so filthy you could barely see out. Only once was I asked if I needed water or anything. I have never flown an airline with start to finish turbulence but maybe that can't be avoided. Flight attendants were barely friendly. The BIG disappointment came when they said NO WiFi when they clearly promised free WiFi.

My flight on Thursday has been cancelled and changed to Friday. No reason given. As I am travelling for business I had to book Qantas for Thursday. After holding for hours the person made a mistake and refunded and cancelled my return trip as well. So I have had to pay extra and book my return flight with Qantas. It is just unbelievable the poor level of service provided.

God no, never again worst company I've dealt with, walk, swim whatever just don't fly with these and I'm a shareholder. They dont deserve to exist.

On 2 occasions flying from England to Christchurch I had the same rude experience in the domestic terminal of the airport when going on to Invercargill. There was no real help from the majority of the air NZ staff at the desk/booking in stations. I am a senior citizen and had trouble trying to book my onward flight on my mobile. No help from air NZ staff. Just told to book online. Then they walked away. At the desk I was told 20 dollars for one bag the other 35 dollars! I complained this was a total ripoff and Air NZ should be ashamed of themselves! I also told her I will make a complaint about the customer service. She flatly disagreed with me and told me Air NZ is one of the best and always complimented by travellers. Well I totally disagree with that remark! Twice now I have experienced the same rudeness. At the same domestic terminal in Christchurch. And I'm sad to say I am a New Zealander.

OMG, I wish I had read this reviews before I was traveling with this airline. Worst EVER!!!!! I had a flight booked from New Plymouth to Auckland this morning at 09.35. I had a flight from Auckland to LA at 14.50. It gave me plenty of time!!!!! Ohhhhh, but how stupid could I be..... They cancelled my flight, so I then explained very nicely and claim that I had a flight from Auckland to LA departing at 14.50, it would be great to get on the next flight out at 11.20, but noooooooo, fully booked,they didn't even try to work something out, the answer I got was"we are not responsible for your next flight". So I had to change my flight out to the next day. I spent over 5 hours at New Plymouth airport waiting for my flight,with no offer of food or drink from Air New Zealand. So it is said, this is a reoccurring this with this airline from New Plymouth. All of their flight were delayed in to Auckland that day. So I would STRONGLY advise anybody that has connecting flights that are flying out from New Plymouth, go the day before and do an overnight on Auckland. Do not depend on Air New Zealand having anything on time!!!!! So it is said, this is not my first travel , I have been traveling since I was 4 years old, I am now 61......I have never experienced anything even close to this before!!!!! I wouldn't even have put 1 star on her, but I had too otherwise it would not let me submit my review. Happy and safe travel on your next adventures everyone!!!!! 😇🌞😇

Travelling from Australia to NZ return - delays both ways, multiple gate changes, holding pattern on way home and generally disorganised flight schedule.

Tried booking online multistop 10 Times.
entered my details for 3 of us,credit cards airpoints numbers,everything 10 times,only to be told every time that WE ARE PROCESSING YOUR REQUEST.
After about 10 seconds are informed the service is currently unavailable,contact our service team.
So me being the sucker i am,i actually phoned AIR NZ ,
Gave them all our details yet again,
Now the price has increased from $4116 to $5300.
What a scam of an airline.never again will i use them.
My airpoints are worthless
AIR NEW ZEALAND pathetic

I planned my flight well in advance from Auckland to Fiji and also domestic flight time in Fiji. Suddenly air New Zealand change the flights which overlaps with domestic fares. Domestic fares cost a lot. Air New Zealand does not take responsibility for changes in domestic air fares. Its not my mistake. Its air NZ who spoiled the plan and changed the flight and does not want to pay the difference. they want to refund my air fares but buying a new ticket is more expensive. They are not customer focused. So please if thinking of travelling air NZ and have connecting flights think properly. Customer care is pathetic, worst experience, does not want to listen and cant think from customers point of view. also hang up on customers. Please don't travel air NZ.

Firstly they lied and said a refund would be provided in five days.
After 2 weeks, hours over the phone being left on hold - them hanging the phone up when they looked into the multiple mistakes they had made and not wanting to explain the mistakes I found one decent human who did take the time to explain their mistakes to me and escalate to their team manager. Note I had already spoken to supervisors who had lied in multiple occasions, shouted at me and proven they do not understand their basic business processes.
It then took 3 weeks to which point I had to cancel my flight to see my family and lost a family member I will never see again because of air Nz.
Their exec team are useless and have only offered a hamper to date as compensation. Oh and air points which I did not agree to.
I have a silver membership and also applied for an upgrade which the request receipt details you’ll be notified in three days, even the exec team won’t explain why air Nz advertise they will tell you in three days but they refuse to.
It’s false advertising and there is no point in having KORU membership anymore as your benefits mean nothing.
Even with my “fully flexible flight” ticket I was supposed to get refunded weeks before Christmas was not flexible - they advertise I pay extra for a flexible flight meaning I should be able to change it and cancel as I please however you can’t change the flight yourself you have to call them up to which they want to charge you $25 to change it - again this is false advertising
Air NZ should be ashamed of themselves!!
Spend your money else where
To think the tax payer bailed them out and their exec team still have no clue what customer service is and Greg Foran says that they will fix it- clearly not Greg
If this is how you lead by example no wonder your staff are unprofessional and have no idea what they are doing