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Air New Zealand Passenger Reviews and Air New Zealand Customer Trip reports



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Air New Zealand Customer review :  22 July 2013 by Chris Collins    (UK)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Travelled from SYD to AKL and back. Outbound on a new 320 aircraft with AVOD. TV programmes free but pay for movies. To order from bar you used remote handset and swiped you card. Had nice meat pie and beer. On way back a 777 aircraft with free movies and order food from crew. Very good service from all staff and seems a very good airline. However very confusing on board service so know your ticket fare class as some get full meal service others only tea/coffee or water.



Air New Zealand Customer review :  22 July 2013 by D Palagyi    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Melbourne to LAX via Auckland. Staff Service was good and the food excellent for 12 hour flight to Auckland. Seats excellent - you can not go wrong.



Air New Zealand Customer review :  18 July 2013 by Rod Harmer    (Australia)

Rating : 4/10

Score 4 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

My family and I were a group of 6 who flew from Perth - Auckland - Honolulu return Business class. Perth - Auckland was quite good, long transit in Auckland but Koru lounge very good indeed. Auckland - Honolulu appalling. Very tired worn out B767 with the worst Business Class seats we have ever experienced. Service was mediocre. Same for return Honolulu- Auckland. Lounge in Honolulu nothing short of disgraceful and check in staff rude. Very long 9 hr, transit Auckland, lounge very good. Auckland - Perth promised to be good until Business class was filled with staff travelling on highly discounted fares. Most of them were quite scruffy and untidy. Worst of all the cabin service started at the rear and by the time they got to us in the front and travelling staff all got fed there was not much of a choice left for us full fare Pax. in the forward rows. Cabin staff should have offered full fare Pax first choice, It is totally out of the question us ever flying on their old B767 again as it was the worst ever Business class travel we have had and on the B777 cabin staff need to look after full fare Pax much better than we experienced. Overall maybe 4/10 and that's only for the B777 for the B767 flights 1/10.



Air New Zealand Customer review :  15 July 2013 by B Rippingale    (Australia)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Upgraded to Business due to Air NZ changing planes with no PE. Definitely better than Premium economy, having flown both. On the negative side if you had booked Business Class and paid the full price you would have been disappointed with the recliner seats. As a traveller on Business Class you would probably expect the flat bed product for any flights over 5 hours especially if overnight. I would say the seats were comfortable and are fine for a 5 hour flight. Not sure why some people have said they are worse than economy. Overall a great experience . Staff were fantastic and I can't wait to use Air NZ again.



Air New Zealand Customer review :  11 July 2013 by I M Kuran    (New Zealand)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

First time in Premium Economy (Hong Kong to Auckland). Great legroom and seat recline but seating configuration same as economy 3x3x3 so very cramped and narrow. Entertainment console in side of seat so every time you moved even a little bit you'd knock yourself off whatever you were watching. I was stuck in a middle seat so no room for sleeping at all, you had to sit stick straight otherwise you'd touch those next to you, very uncomfortable. Food was excellent, best airline food I've ever had, 2 course meals with nice china etc, basically business class quality. Little night time pack of eye mask etc a nice bonus too.



Air New Zealand Customer review :  8 July 2013 by Peter Somerville    (New Zealand)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We have flown with over 30 airlines and Air New Zealand in our opinion is the best, in all classes. We travel round the world 2 or 3 times a year and closer to NZ more frequently and where possible will fly Air N Z. Ground staff occasionally let the otherwise excellent service down (mainly in NZ funnily enough)! But the planes and flight crews are above and beyond complaint. Premium economy on the 777-300 is a new experience. 2-2-2 seating and space. Plenty of room to store items, good lighting, thick foot cushion, great AVOD choices, and delicious food and beverages. Baggage delivery was very quick. Business seating is mostly on angled seating which converts to full lie flat beds.



Air New Zealand Customer review :  29 June 2013 by C Treleaven    (New Zealand)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Honolulu to Auckland - very cramped seating - we are both tall - bit annoyed that there were empty rows with one person there yet others were cramped. Felt like a wreck when we landed after a brilliant holiday. Air New Zealand used to be a really good airline now it feels cheap. Next time I will choose a different airline. Food was awful entertainment poor.



Air New Zealand Customer review :  27 June 2013 by J Egan    (New Zealand)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

AKL-YVR, 19 June. Whilst queued for check-in the computers crashed: allowing online check-in would have made everyone's lives better - but things like this happen. Was called to the gate for "immediate boarding" only to wait 20 more minutes to begin boarding. Flight left 20 minutes late, but still arrived in Vancouver a few minutes early. Flight attendants usual professional, polite, not over-friendly NZ ones. Meal was a tasty corned beef for dinner and I had the continental breakfast shortly before arrival. Seat was fine for someone small like me (1,67m), but when one person reclines everyone needs to because of the pitch. Hit bad turbulence and the overhead bin above my head kept popping open. Slept well and arrived refreshed.



Air New Zealand Customer review :  27 June 2013 by M Gordon    (New Zealand)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

WLG-HLZ. Initial flight was cancelled, received a phone call to advise of new flight details. Arrived at WLG to find that the new flight was delayed 20 minutes, this increased to 1 hour. There is no web check in, which is unbelievable for this day and age, and the self-check-in at the airport simply said "we cannot check you in, please see a representative". The queue for the manual check-in counter was huge, at least 20 people waiting for the one single person manning the desks. In addition, there were no empty seats within several minutes' walk of the departure gate, and I was not given the particular seat on the plane I chose online. Awful - next time I'll drive.



Air New Zealand Customer review :  26 June 2013 by Norma Canfield    (Australia)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

BNE to Vancouver and return, Business Class - have travelled on many airlines over the years and found Air New Zealand to be one of the best. Inflight service was excellent and the lie flat seats were comfortable. My husband is rather tall with broad shoulders, he found he could even turn over and slept well. Flights left on time and check in quick and with a smile. Well done Air New Zealand. Will recommend.



Air New Zealand Customer review :  20 June 2013 by Arlene Dewitt    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

15th May, LAX-AKL. I have been flying for many years and to this date, Air New Zealand is by far the best Airline I have flown with. I have nothing to complain about. The staff were exceptional! Comfy seat with foot rest makes a lot of difference. Very generous inflight entertainment, good food and very clean bathrooms. Unfortunately on my return from NZ I had to fly with United, who are affiliated with Air New Zealand. Flying with United was very uncomfortable. There is no comparison at all.



Air New Zealand Customer review :  20 June 2013 by K Thomas    (New Zealand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

MEL-WLG. A320. Very little personal space on board. You actually start to pray that the person in front of you doesn't recline their seat. You try to eat your meal and even lifting your hand to your mouth feels like a mission. Not impressed with this at all. This airline is starting to forget about what made them successful - good service, good facilities and loyal customers. After 20 years of flying with them I've had enough and will now use other airlines for across the tasman.



Air New Zealand Customer review :  14 June 2013 by B Niemach    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Air New Zealand from Sydney to the US (in to LAX and out from SFO). I must compliment Air NZ on very friendly staff. Ground crew are a little inefficient but cabin crew are excellent. You do need to look at your code share partners, though, because they are nowhere near your standards. The Air NZ premium economy seats on the LA flights are a dream. Even their normal premium economy is a definite step up from economy (and not just a cm of extra leg room). I highly recommend Air NZ for anyone who desires customer satisfaction as part of their flying experience.



Air New Zealand Customer review :  14 June 2013 by Sue Loomis    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Very satisfactory flight, March 31, LA to Auckland. Especially nice as plane not full and flight staff moved us around to have max. room for long flight. Flight 28/4/13, 2 of staff in our area were very friendly, attentive, and gave excellent service.



Air New Zealand Customer review :  14 June 2013 by John Owen    (New Zealand)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I flew Auckland - LAX on 6 May and return 26 May. First flight was on 777-200 which was looking pretty tired but that's about the only criticism I have. Service, food, entertainment, crew and seats in business premier all to a very high standard. Return leg was on a 777-300 and, although similar, had a much fresher cabin, a bigger touch screen TV and a really good thick mattress which they put over the bed, plus two decent sized pillows. As seats they are nothing special with very limited settings but as a bed they are superb - fully flat, plenty long enough and much wider across the shoulder which makes a huge difference compared to say Qantas where you feel you are in a slim fit coffin with not enough room to turn over. Crew were friendly and professional on both flights, very generous with beverages and food of a very good quality, not a huge selection but that's a minor gripe.



Air New Zealand Customer review :  12 June 2013 by T Datta    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LAX to LHR. Left on May 20th and returned on June 5th. I go out of my way to fly Air New Zealand especially on long flights. First class service in economy, great food and champagne can be ordered at no charge at any time, friendly staff. You are in good hands with this airline.



Air New Zealand Customer review :  11 June 2013 by Amanda Brown    (Australia)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Tuesday 11th June, Christchurch to Melbourne on the 6.05 am flight. Boarding was a mish mash and those boarding last found the overhead lockers full. Carry on bags checked at gate for weight. FA's friendly and served with a smile. Frequent water runs during the flight. Again the A320 is cramped and you hope that the person in front of you doesn't put their seat back into the little space you have. Ok for a short over the Tasman Sea.



Air New Zealand Customer review :  11 June 2013 by Amanda Brown    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Friday 7th June. Melbourne to Christchurch. Paid for the seat only and took on hand luggage. Seat comfort is reasonable but it feels like you are sitting in a sardine can. Luckily the person in front of me didn't recline their seat for the 3.5 hour trip. FA's friendly and did frequent water runs. Was greeted by name as I boarded the flight.



Air New Zealand Customer review :  10 June 2013 by Anthony Gibbons    (New Zealand)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Travelled Auckland to Port Vila this last weekend. For such a short hop to Vanuatu, all aspects of the flight were excellent. As this trip was for a long weekend travelled with hand luggage only. Crew on both sectors warm and welcoming, not to mention hardworking.



Air New Zealand Customer review :  10 June 2013 by James Sullivan    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney to DFW in Business Premium. 777 aircraft. 200 series between Sydney and Auckland. Very comfortable. Great food and very professional crew. Overnight flight to LAX on 300 series aircraft. Seat fantastic. Great inflight entertainment. The seat is amazing, slept for about 7 hours. Food very high quality. Have flown this route numerous times this year and Air New Zealand deliver each time. Will be nice when the 777 200 aircraft are updated to the 777 300 standard as the older cabins are getting a bit tired and worn. For a very comfortable flight across the pacific at a competitive price ANZ deliver.



Air New Zealand Customer review :  7 June 2013 by Luca Morandi    (Italy)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Auckland to London via San Francisco and at the Auckland check-in they initially charged me 400$ for two extra bags, definitely higher than other companies. Furthermore, before going through the security they checked the carry on luggage weight so I had to go back to the check-in and pay 250$ for 7Kg excess of my trolley. In total they charged us 650$ (ridiculous). Staff at Auckland check-in were completely unqualified because they did not know how to deal with extra bags and they took the original copy of the excess baggage charges, so at San Francisco airport British airways charged us other 250$.



Air New Zealand Customer review :  6 June 2013 by Graeme Kerr    (New Zealand)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

After booking a flight from Christchurch to London via Hong Kong last year, and being a long term Koru member, we received what I can only describe as very 3rd class attention. Our flight from Hong Kong to London was cancelled after ANZ dropped this route as being unprofitable prior to March this year (travelled in May). We had to make other arrangements as LA was not an option for us. The alternative offered was Cathay Pacific who provided a truly super service. However one of the reasons my wife and I choose ANZ internationally was to be able to use the lounge facilities in Hong Kong going out and in London Heathrow and Hong Kong returning. It just makes the 22 hour flight more bearable. However during the dropping of the London - Hong Kong sector, ANZ have made no alternative lounge facilities through any other airline and the code share at Hong Kong does not allow a guest since March this year. I understand the need to rationalise flight sectors, but the poor way ANZ staff handled the change in my case is very disappointing and not worthy of a so called 4 star airline. Our Next international flights will be with another carrier, some who offer complimentary lounge facilities and a genuine customer care attitude as a given.



Air New Zealand Customer review :  5 June 2013 by Brenda Willers    (Ireland)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We travelled on a 767 from Auckland to Shanghai last week business class. The seats were uncomfortable, if the seats were fully reclined in front. I had to climb over the next seat to get out, surely this is unsafe. This is a 12 hour flight with very poor meals, certainly worse than economy, in fact a fellow passenger, although business class elected to travel economy, because he had experience of this before and stated it was far more comfortable. The seats were very uncomfortable, service poor, entertainment nearly non existent. We originally booked through Virgin Atlantic and your airline was code sharing, what an insult to Virgin Atlantic. Their service and comfort was far superior on the second flight. I felt paying for business class for this substandard service was a complete "rip off" I certainly will never travel with Air New Zealand again and will advise others of this. I am well travelled and this is the worst flying experience ever.



Air New Zealand Customer review :  3 June 2013 by M Fraser    (New Zealand)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

A very disappointing experience, AKL-SFO. At check in they tried to seat our party of two in different rows (eventually rectified). Got onboard the ancient 747 to find that half the archaic IFE (which had very limited options as it was) wasn't working, so they had to reboot system (a long, drawn out procedure). Slow, disorganised service from the crew - very mixed bag, with some putting in the effort and others completely uninterested and even rude at times when requesting things such as tissues. Disgusting meal (first choice ran out in 7 rows), and missed for drink services twice by the Flight Services Manager! All in all, big let down and would reconsider paying the premium to fly on Air New Zealand for these long flights again.



Air New Zealand Customer review :  3 June 2013 by David Walter    (New Zealand)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Checked in at 8am for NZ135 to Brisbane, used Air NZ Premium Check-in area, then self service terminal and dropped bags off, all done in 5 mins, used private lift to Customs and security area, through very quickly! Entered a very busy Air NZ Lounge for B/fast and coffee, standard cold breakfast items but disappointed in hot food items. As we entered the gate area the flight had started to board, only 1 other going through priority boarding so very quick to board, shown to our seat, jackets taken, newspapers offered, also Champagne, fresh orange juice and water. Departed on time. Flight supervisor introduced himself to every passenger! Menu's handed out, To start, Fruit Smoothie or Fresh Juice, selection of cereals, fresh fruit and yoghurts, then offered croissants, Danish selection and toast with fruit Conserve. For the hot option I had the scrambled eggs and they were excellent I especially loved the mushroom ragout! To finish Coffee/Tea selection and hot Chocolate. Leather Seat is very comfortable and although for a short 3 hr flight. 10.4" personal Screen with everything you would need! Landed on time, crew were very friendly and efficient. All passengers were held back until Business class had all left, Brisbane customs not busy at all and went through very quickly leaving airport all in around 25 minutes!



Air New Zealand Customer review :  1 June 2013 by S Son    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SYD-AKL-LAX. Smooth flight from Sydney to Auckland. The flight was a little delayed in boarding at Sydney because the plane arrived late but still managed to keep me on schedule for my flight to LAX as I had a decent layover. Lunch served from SYD-AKL was actually pretty good and quite tasty for airplane food. Dinner served from AKL-LAX was not so good and took forever because I was at the very back of the plane. The service was ok but not amazing and some of the flight attendants were a bit cold. When boarding the plane, I had no one on hand to assist me in storing my bag in the overhead compartment, and I could have done with the assistance as I'm only 5'2". In-flight entertainment was good and had a large selection. Seating was comfy and had ample leg room. Overall, I wouldn't mind flying with them again.



Air New Zealand Customer review :  28 May 2013 by S Liu    (New Zealand)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

AKL to HKG. 772. Midnight flight. Very strange that all cabin crews in economy class were all Asian males. Services were good, nice and friendly. After the meal, went straight to sleep. Have to say the seat was not bad at all. Managed to get some sleep. Landing was super.



Air New Zealand Customer review :  28 May 2013 by Gordon McFarlane    (Canada)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney to Auckland in Business. We had originally booked 'The Works' for the short hop over the Tasman but were offered 'One Up" to bid on an upgrade to Business Class. Our offer was accepted. This was the first time on Air New Zealand and we were suitably impressed with the service, food and beverage offers. We didn't take advantage of lying on the lie flat beds as it was a day flight. The safety video was entertaining and we could see that many passengers watched it, unlike on other airlines where they are ignored. The flight departed and arrived on time. The only criticism was boarding at Sydney. The departure lounge was packed and was adjacent to an A-380 flight departure. We had been in the ANZ lounge and on arrival at the gate (30 minutes before departure) the flight was already boarding and there was no visible Business Class priority lane. Boarding for all passengers appeared to be a bit of a dog's breakfast.



Air New Zealand Customer review :  27 May 2013 by P Schweizer    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

First time with Air New Zealand on a short hop from Wellington to Auckland. Old B733 but well maintained and with comfortable seating. Loved the safety video. Smart looking crew very efficiently managed to serve a drink (coffee, tea, water) and a snack during this short domestic flight. Ground staff made me check-in my carry-on as it was 1 kg over the weight limit. Wish they would enforce this with all travellers as other passengers brought large pieces of luggage on board. Flight about double the price than Jetstar on same route and as a QF Platinum will give my business to Jetstar in the future. This one time NZ booking was done due to flight times as I needed to catch an international flight from Auckland.



Air New Zealand Customer review :  23 May 2013 by Harper Hill    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew to London from Los Angeles round-trip on Air New Zealand and it was a wonderful experience. The attendants kept us fed and hydrated, there was plenty to do on the in flight entertainment console, I was reasonably comfortable in coach. I'd happily fly with them again.



Air New Zealand Customer review :  20 May 2013 by G MacLennan    (New Zealand)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We travelled on flight 136 Wednesday 15 May BNE-AKL. We sat in row 55. On entering the cabin the temperature was cool and not long after takeoff the temperature dropped to 'very cold'. Other passengers were clearly noticing the same because there was a large request for blankets. On asking the flight attendant if the cabin temp could be turned up we were told "yes when we get down the back of the plane after serving the meals. We know its cold because everyone else has already told us". An hour and a half later it was still freezing. It only began to warm up half an hour out of Auckland. We have constantly supported AirNZ however this would be the worst flight we have had with the airline. One of our inflight entertainment screens wouldn't work and no headset was left at that seat. The cost of our seats covered the meal, baggage and inflight entertainment.



Air New Zealand Customer review :  20 May 2013 by U Anthony    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney-Auckland-Christchurch on 777-200 Business Premier and A320 on domestic leg. Lounge in Sydney very busy but as usual good selection off food and drink. Priority boarding was fast and efficient; Flight was excellent with great service from the crew. Have done Tasman sector a few times and food is the same, great selection of high quality NZ wines. The 777-200 was showing signs of wear and tear. Staff service was friendly and was a great flight from Sydney. Auckland to Sydney was on a Tasman configured A320, lounge in Auckland was good with a good selection of breakfast and coffee from their Barista services. Flight was quick and was impressed that one crew member had remembered me from previous flights. Onetime and excellent service.



Air New Zealand Customer review :  17 May 2013 by L Faulkner    (UK)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We booked a "flexi-plus" internal flight AKL-CHC with ANZ. Our international Emirates flight was late so we phoned from Sydney to say that we would miss it and would take a later flight. Although we had flexi-plus tickets "no service fees or fare difference will apply to flight changes made at the airport on the day of departure where changing to an earlier or later flight departing that day" they insisted we pay another 250.



Air New Zealand Customer review :  13 May 2013 by Cary Mohlmann    (New Zealand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I have flown with Air New Zealand for several years and have always found their service wonderful. That was not the case with my last flight to Hawaii. I felt like a number and some people received food and some did not. In my case my husband did and I didn't because of a new system of paying for food and even a drink of juice. For an international flight I think this is a terrible system which lead to a great deal of confusion and uncomfortableness for both the passengers and the flight crew. The different food services caused me to feel uncared for and undervalued as a customer.



Air New Zealand Customer review :  11 May 2013 by M Sullman    (UK)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Wellington-San Francisco (via Auckland). Bought the upgrade to premium economy and it was well worth it. The personal and friendly service was the best we have experienced. Cabin was immaculate, everything worked, the seats were comfortable and reasonably new.



Air New Zealand Customer review :  11 May 2013 by M Sullman    (UK)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from Shanghai to Auckland and then onwards to Wellington. Staff were extremely friendly and the food was lovely, particularly compared with the Virgin food we had on the leg from Heathrow. All the fittings worked and were in good condition, the leg room was fine (I'm 1.84m tall).



Air New Zealand Customer review :  9 May 2013 by Richard Bentley    (New Zealand)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Premium Economy from LAX to AKL on a 777-200. Despite not having the new seats that are on the 777-300 the leg room was amazing and the food great. Recommended for comfort without the high cost of Business class.



Air New Zealand Customer review :  9 May 2013 by R A Martin    (New Zealand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Leg room on Internal flights is getting smaller and smaller. Being 6ft 2 inches or 1.88 mtrs it's a real squeeze to get into the seat. I feel sorry for anyone taller than me. Stop treating passengers like sardines. The trip I did was Auckland to Dunedin return. Both on an A380 and a Boeing.



Air New Zealand Customer review :  7 May 2013 by R Butler    (UK)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Adelaide to Auckland, April 28 2013. Usual incredibly strict control of baggage weight, both hold and hand. Sure there need to be some controls, but the pettiness of Air NZ on even one kilo over is incredibly frustrating, especially after travelling long haul with a greater allowance. Given this is a one class only route, there really ought to be better facilities and service. Food on board fine; service OK and typically informal/casual kiwi style, including the Purser starting her announcement with "hello, lovely people". Can't quite imagine that from one of the BA matrons!



Air New Zealand Customer review :  2 May 2013 by V Wang    (Australia)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

B747-400 Premium Economy SFO-AKL, B767 Works AKL-SYD. Pretty disappointed with the NZ service offering. Old Premium Economy seat had lots of recline but the legrest didn't extend upwards enough so it was essentially useless. Entertainment had a decent selection but the system was slow and not very responsive. Food was fine although some passengers were served using porcelain mugs while others given paper cups for drinks service which was odd. Inflight service was very inconsistent, some smiling while others looked like they wanted to be elsewhere. Definitely not worth it if you paid full fare for Premium Economy. B767 was old although updated with AVOD. Breakfast was basic, either continental or hot.



Air New Zealand Customer review :  2 May 2013 by Nigel Rankin    (UK)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I have been flying with Air New Zealand since 2007, primarily Premier Economy or Business. The tickets are corporate and were not bought by me. The routes flown have been both via Hong Kong and Los Angeles. Had I been given the choice I would not have flown with this airline. In general the cabin staff have been friendly and efficient, but inconsistent in their service delivery. Some teams have decided to deliver the bistro experience; others have gone along with the norm. On one occasion I witnessed one of the flight deck crew talking to a passenger who was concerned about something on the aircraft. Instead of reassuring the passenger, he began shouting and threatened to call security to lift the passenger from the flight. Instead of defusing the situation, he drew attention to the situation, causing the passenger and his family to be acutely embarrassed. Joining their loyalty scheme through Star Alliance is pointless, as the Air NZ routes have become limited as they no longer go via Honk Kong. In addition, although I qualified as a Gold Member, this was not updated on their system and I couldn’t use their lounges or associated benefits. However, the card had been issued and was at home waiting for me. A colleague has had similar experiences and written to Air NZ to complain. More than a month late he still has had the courtesy of a reply. You could put all this down to the Kiwi independence and a refusal to be subservient. However, they are in the service industry and if they can’t handle it then they shouldn’t have joined. If you do travel with them, you’re unlikely to suffer unduly and you shouldn’t let these things colour you impression of New Zealand.



Air New Zealand Customer review :  29 April 2013 by T Boning    (UK)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

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Recommended

We were also in the flight reviewed by D Snyder on 4 March 2013. We suffered over 12 hours of misery, being confined in a cabin in suffocating heat - the cabin crew told us it was 28/29 degrees, as the air conditioning was not working - a fault which was known about a long time before takeoff. Whilst our cabin staff worked hard, the flight deck were indifferent, with not even the courtesy of a visit to see how bad the conditions were. We understand others, like us, complained to Air NZ, but we did not get a reply for almost 6 weeks. This reply was wrong, saying that we were offered iced towels and the opportunity to move to cooler areas of the aircraft - neither of which happened.





 
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