Air New Zealand

Not Verified | Services run by Air NZ regional are very unreliable. You can expect your flight to be cancelled, your baggage takes 20mins to come out on baggage carousel and if you have a connecting international flight they won’t tag your baggage all the way through. You must collect it in Auckland and the super long wait plus the walk to international will have you missing your flight kit of the country. Leave at least 3hrs between your regional flight and your international to deal with cancellations, delays and no baggage handling staff. Air NZ don’t care about you as a passenger either. Catch the bus instead

✅ Trip Verified | We could not travel to New Zealand due to not getting our visa on time despite applying for the tourist visa a month in advance. We needed to cancel the flights and after waiting on the line for hours to end, we were told that the flight could not get cancelled, we got nothing back and the operator kept cutting me off and eventually hung up on me mid-sentence when I tried to explain to her our circumstances. What horrible customer service and these people surely do not care. Never will I fly with them anymore.

✅ Trip Verified | Below average is the only way I could only describe this flight. It was super hot in the middle seat most of the way (with no way to change the ventilation as there is no dial anymore), and then cold when I changed with my partner to the window seat. We took off and then heard no announcements about dinner or the actual flight for almost 2 hours. When dinner came through, that was pretty much the only time we saw any staff until breakfast came through 2 hours before we landed. There was one member who did a super fast token walk down the aisle with some red wine bottles but was so quick I couldn't get her attention. The toilets were pretty disgusting all flight. Every time I went in there (I went a few times) there was water (I hope it was water) on the floor so had to put paper towels down and clean it up myself. The tissue box was never restocked. It was the first time flying Air New Zealand that I've noticed such a massive discrepancy between economy and premier economy. It is like they want to give you a bad experience on purpose so you pay the extra to upgrade. But our flights were really expensive anyway because we booked them so far out. The staff were also pretty unfriendly and a little robotic. The food was pretty meh, and the entertainment selection really random. Maybe I will fly Air Canada next time.

✅ Trip Verified | Very unprofessional, the distance between the domestic and international flight is too far away, its impossible to clear the customs and make it to the domestic on time. The frequency of the shuttle is very less too, managed to rush to the domestic and missed the flight. The next flight was only after 2 hrs and was cancelled and the next flight at 1pm was delayed 2 times.

✅ Trip Verified | I booked return ticket from Auckland to Toronto by Air New Zealand. On the way to Toronto, flight cancelled from Vancouver to Toronto. I had to stay overnight there, then flight to Calgary next morning and Toronto from there. On the way back the Air NZ flight cancelled from Toronto. They did not take any responsibility for that. just have provided a link for rebooking which was saying to contact customer service. From Toronto I tried 12 hours to get hold of Air NZ, the customer service did not pick up the call. My family also tried from Auckland to reach Air NZ, there was no response from them. I had no means to pay accommodation and food in Toronto for spending extra days. It was so stressful. Luckily my travel insurance was able to manage a flight by Korean Air. Its a long flight. Door to door I had 37 hours travel on my return. Also I found the meal portion provided by Air NZ is too small.

Not Verified | Air New Zealand customer service has drastically gone down hill, I found the staff unfriendly and at times rude. Never have I experienced such behavior before on a flight and hope this to be a one off.

✅ Trip Verified | I accidentally entered a question wrong for my visa, and was denied and unable to get my boarding pass. This was my honey moon trip and only had 30 minutes before to reapply and get approval. Christopher a manager at the boarding desk, called and got approval for my new visa application over the phone. He handled the situation very well and even with some charm. I'm very grateful how professionally he handled my visa mistake, I wouldn't have been able to board get to my honeymoon without him

Not Verified | The FA’s are a little unprofessional and i’ve noticed this on many flights. I don’t know if Air New Zealand is held to a standard on how they should act, but some crew i feel take the “kiwi” attitude to the next level. On my recent flight we hit some bad turbulence and iI got pretty sick and anxious. The crew were helpful to an extent but also made me worse. When i asked a flight attendant “is this normal?” she told me it wasn’t / it was worse than what is usual and gave me a worried look. Turns out it was completely safe and the pilot had even said this. I understand we are all human but part of a FA’s job is to be reassuring, and maybe not even so honest. When i was up having a stretch, a flight attendant approached me and offered me a drink of sprite as i had been sick before. I really appreciated this and asked for another water too incase i couldn’t handle the soda. She gave me an annoyed look, and when she handed me the water she said “you better be calm now!” in a really passive aggressive tone. Upon arriving, i needed to fill in a card but didn’t have a pen. I asked a FA if i could possibly borrow one. upon handing it to me she said “don’t you have one in your bag?” which i didn’t, that’s why i asked for a pen. i understood that it was a stressful flight, but I felt very much like the FA’s were being unprofessional.

✅ Trip Verified | There was Business class available to go direct to the Gold Coast, Australia so we travelled there on an A321 Neo, we booked a works deluxe ticket where you had no one in the middle seat which was pleasant enough and the service was excellent and we can not fault. We started our journey in Tauranga and as usual loved the lounge where as in Auckland because we are Air New Zealand Gold Elite members we could use the lounge and took about an over packed lounge! We normally fly Business Class and it is in frustrating when one can’t find a seat! We flew back from Brisbane Business Class, lovely lounge in Brisbane and fantastic service on board. The boarding there was excellent only Business class and Gold Elite were able to board first and they were very strict on it so good on them! We love Air New Zealand at all times but we just cannot wait to they sort out their lounge in Auckland!

✅ Trip Verified | I flew Tauranga/Auckland/LAX return, on NZ6 & NZ3 in Business Class recently. Overall a very good experience and more so due to the great staff the company has on its team. The Tauranga lounge is great, nice and quiet, nice outlook and good food and drink selection. Not so good at the Auckland International lounge, always seems crowded now and as long as you like Curry you’ll like the food. I retreated to my normal spot right down the back with a view of the runway. If there’s one area Air New Zealand can't seem to get right (in NZ that is) it is the boarding procedure. They don’t stagger it properly and hence it’s a stampede with everyone on the flight seemingly claiming to be a Koru Club member and it’s just chaos. Excellent flight across to the US, superb staff, great food, good alcohol and a lovely bed, hence nearly 8 hours of good sleep. They had run out of my first choice for dinner, I wanted the Rib Eye Steak. Nothing else appealed so they made me up a dinner to die for (Free Range chicken) which more than compensated for the unavailability of my first choice. The return flight was equally as enjoyable. Boarding at LAX was a breeze as it was done properly, it was staggered and I wasn’t trampled to death in any stampede. Meals were great (lamb that was so tender), top quality alcohol and the best crew ever and a special shout out to Mel who had everyone’s names memorized right from the start and she worked tirelessly the whole flight. Well done Air New Zealand..