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

Flight NZ02 AKL-LHR. 24 July 2012, Boeing 777-300. Premium Economy seats 26D and 26E. We did try to book Premium Economy from Melbourne to Heathrow, but were told that they do not use that section between AUS and Auckland NZ, but when we got on board we found that they were occupied. Lucky it was only a three hour flight. The capsules were great, ideal for that far away feeling and your own space. First the seats, we found they were wide enough, even reading other reviews about lack of width, as you don't have people either side of you, pushing your arm off the arm rest, with plenty of leg room! We would have preferred a foot rest, but the bean bag was good. There was plenty of choices regarding films, TV shows, documentaries, and music. The video screen can be pulled out, and it has a multi-position configuration, to bring it in line with the angle of the seat, same as the table from the arm rest. The food was well presented, hot and had taste. The crew were always around the cabin, friendly and smiling. The only downside was the so called transfer lounge in LAX.

Today, 16 Sep 2012, I completed an around-the-world journey that entailed 15 flights over a period of 8 weeks. Last night's flight from Los Angeles via Auckland was a flight from hell as a result of the seats having protruding headrests that could not be adjusted. The only way I and other fairly tall passengers like myself (1.85m) could cope with the long flight was to hold onto the seat in front of us and cradle our head in our arms. I've flown with many airlines in the past 8 weeks and Air New Zealand was the only one that had this design fault in the headrests. This unsatisfactory situation needs to be remedied immediately.

Travelled on NZ001/NZ002 Heathrow-Auckland-Heathrow, returning on the 12th September. I went for the Skycouch option as it promised enough space for two adults to stretch out. It doesn't. Not only is the space inadequate for two adults to stretch out in the way shown on their information sheet, when the seats in front are reclined, there is even less space that cannot be made up by reclining one's own seats. In addition, the plane was dirty. On the flight out we found the tray tables were encrusted with stale food and on both outward and return there was ingrained dirt in the grooves around the edges of the tables. The seat upholstery also showed signs of food debris and we found rubbish around the seats left by previous occupants. Finally, the food was dreadful. On the return I asked for the vegetarian option only to find it was completely inedible. The menus are poorly chosen, ill-balanced, and no account is taken to avoid common allergens like strawberry and nuts.

Flight from NZ to Sydney was fraught with errors. The check-in staff bumbled my reservation. They could not find my booking for almost 20 minutes. Finally a supervisor reviewed the problem and found my booking, but I was short of time and had to run through security and to my gate. The flight attendants were friendly, but my seat did not recline due to malfunction, and my in flight entertainment system did not work. The staff suggested I speak with customer service, but they did not do anything for the inconvenience. Just told me to fly them again.

YVR-AKL on NZ83 on 05 September 2012. Am Star Alliance Gold so used Business Class check-in: wait less than 5 minutes, Air Canada staff on desk warm, friendly and efficient. Had an extra bag to pay for and needing to walk to the domestic terminal to do so was silly when there were dozens of empty desks in the International terminal. Flight boarded a bit late but we were off on time. Seats are comfortable with nice pillow and blanket. When person in front of you reclines you best do so or your nose will be greasing the IFE screen! Dinner service was quick and efficient and the beef curry with rice excellent. Generous with drink service too and NZ still makes the best cup of tea in the skies. After dinner and a movie it was sleep time. Breakfast was pancakes or an omelette; I opted for the former and it was fine. Disembarkation was quick and easy and bags came out right away. Not being able to check-in online in advance is poor in 2012, however.

I flew Adelaide-Auckland for convenience on 8 July and this was a good flight and, also, on 22 August, did Auckland-Wellington-Auckland in the early bird and later back business express. There seems to have been an attitude change and, many business colleagues and friends actively choose Air NZ Business as the very best to London. I have not been that brave as yet but will consider it.

Travelled from Vancouver to Auckland direct. Great flight, very welcoming staff and great service. Food and drink choices were excellent. We requested a seat change which we were given with out any problem. Unfortunately found the cabin temperature very cold during the night, even wearing winter clothing and using a blanket. There was not availability to reduce the draft from air con.

BNE-AKL on B777. Departed 15 minutes late but landed on time. Travelled on Saver fare without meal or entertainment. Tea/coffee supplied with a smile, and played games on console in between reading chapters of my book. Airshow display is top-notch. Seats very comfortable for a short-haul flight.

Horrible customer service. Flew from Americas (LAX) to New Zealand (Wellington). Major delays, broken seats. Missed connections due to delays from airline with no help from Koru customer service in getting me there. Reps actually told me erroneous information, which I was later held responsible for.

I can not fault the service I receive from Air New Zealand. The only thing that does annoy me is customers that bring large bags or two bags into the cabin. I have been on six flights either to or from Australia in the last 6 six weeks. In every case your staff have spend additional time trying their best to squeeze this excess baggage into the over head lockers. At times I have not been able to fit my brief case in the locker because someone else has filled it with excess baggage. I believe it could be a combination of people buying seats without baggage space or business people on one night stop overs and not wanting to wait for baggage.

Flight from Queenstown to Melbourne. We checked in early and got allocated exit row seats. Great customer service when checking in at Queenstown and great help when we needed to add an extra piece of checked luggage.

Flew AKL to Brisbane in new 777, window seat. Nice touch with large cushion for comfort. Staff seemed stressed. No response to call button. Plane was some 20 mins late departing Auckland even though aircraft was on ground for hours before flight. Made up most of lost time during flight.

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