Air New Zealand

✅ Trip Verified | Christchurch to Vancouver via Auckland. Air New Zealand lost my luggage for four days they offered me no service at all. I had to phone them all the time for instructions of retrieving my luggage and to get status updates. Besides that, in my luggage was all my camping gear, so without this gear I could not go camping as planned and had to stay in more expensive accommodation. Also I could not provide my own meals as planned, but had to go to a restaurant. Air Nz offered a total of 200 NZD compensation, in stead of the 700 NZD I had for extra cost. After complaining about this, Air NZ stated that this is business as usual and that by flying with them you agree with these terms. These circumstances made our holidays in NZ have a bad start. But also for this fact Air NZ didn't offer any compensation. But the errors by Air NZ continued when flying with them back to Vancouver from Auckland. In Christchurch an employee of Air NZ stated we had to re-checkin our checked in luggage. In the airplane the flight attendants stated whe didn't have to pick up the luggage en re-check it in. When asking another employee of Air NZ about this (just to be sure) he stated we did need to re-checkin our checked in luggage. So we went through customs and to the luggage belt to pick up our luggage, but our luggage did not come. Asking another employee of Air NZ about this, she said we didn't have to pick it up: so we went through customs for nothing.. thank you Air NZ for wasting our time again.

✅ Trip Verified | Brisbane to Papeete via Auckland. Absolutely disgusted with Air New Zealand, I have flights booked from Brisbane to Papeete this Friday that were originally landing at 7am, now landing at 12.30am and originally departing at 9am, now departing at 2am. So I now have to book two extra nights accommodation and there were no alternative flights either day each side of my flights. Air New Zealand have basically said too bad, zero compensation, no free accommodation for those nights, no meal tickets, nothing. I don't see how an airline can change flight times so drastically and you just have to deal with it. Yes I could get a refund, but then I lose all my accommodation and no other airlines fly to Tahiti from Australia. Won't be flying with them again.

✅ Trip Verified | Tauranga to Perth via Auckland. Having traveled PER - NZ return 6 monthly for nearly 10 yrs, I can comment with confidence about the experience. I have always found AirNZ staff extremely helpful, and resourceful in dealing with issues, most recently with 2017 urgent repairs/aircraft replacement due to the 787 engine issues, when I was given a 500-airpoint bonus as compensation. This was fair and much appreciated. This year, the same aircraft replacement issue occurred - no points bonus but the replacement craft was so comfortable my partner and I enjoyed the flight. The herringbone seats aren't great for communication when travelling with others, but no worse than Qantas Business suites in this regard, although AirNZ are a bit more cramped. Catering on flights and in lounges is great and puts Qantas to shame, so overall, value for money is excellent, when compared with comparative mileage flights - Air NZ definitely wins. The Airpoints program is very restrictive compared to Qantas - eg my partner receives no points for the return trip from NZ (fully paid) having flown out on points. Outrageously unfair. The app is great, though.

✅ Trip Verified | Buenos Aires to Sydney via Auckland. My flight was cancelled in the last minute, really poor customer service and they don’t keep their promises. Hours in the phone trying to solve a problem but still haven’t had a solution from them. Won’t be flying with Air New Zealand again.

✅ Trip Verified | Buenos Aires to Brisbane via Auckland. The crew service and the food were great as we have come to expect from air NZ but the herringbone seat layout means you are disconnected from your travelling companion. And whatever possesed them to dumb down the safety video with brain deadening rap? We had travelled with them quite a few times a few years ago so we found the changes quite disappointing.

✅ Trip Verified | Queenstown to Auckland. This was an internal flight from Queenstown to Auckland. I can’t really complain. Nice new and clean aircraft. The crew were pretty good. For short haul exactly what you want for a short haul flight.

✅ Trip Verified | San Francisco to Sydney via Auckland. We paid an extra USD $50 for a preferred seat (a bit more extra legroom) on the first flight. The flight leaving SFO was about 1 hour late, making us worry about missing our connecting flight. But the staff were fantastic, giving us constant updates and reassuring us that the ground staff at Auckland knew about our late arrival. As there were over 25 of us going on to the Sydney flight, they held the plane for us. Excellent entertainment selection, and the food was good as well. Seats quite comfortable, and clean toilets. The level of service was wonderful- friendly helpful staff. The only couple of downsides were the seat configuration on the 777- it was 3-4-3 which felt a bit squashy, and we were only allowed 1 suitcase, compared to 2 which you normally get flying from the USA. That being said, I loved flying with Air NZ and will definitely fly with them again.

✅ Trip Verified | Queenstown to Sydney. I would not use again - Bad customer service and handling baggage! Very bad experience on my first experience using Air New Zealand. Missing bag on flight to Auckland, there is no update unless you call or email them. and lodge claim as per instruction on website about compensation of replacing a missing items, they refused to pay and told us to ask for travel insurance with out any reason why been declined even you have followed what on website. Damage baggage (stroller) on flight back to Sydney. again no update unless you call or email them and really hard to dealing with the claim team. end up i asked for replacement after 10 days (after multiple email and phone call) but i need to pay first the fee and they will transferred in 10-15 days. Definitively I wont use this airline again, this airline was the worst.

✅ Trip Verified | Napier/Hastings to Brisbane via Auckland. I cannot believe the unprofessional service we have been provided by Air New Zealand again! I'm so lucky to have a brother in NZ that is happy to take my special needs brother each year to give me a break from looking after him. My brother is 60 years old and travels with Air New Zealand airline pretty well every year! This is the second time they have completely let their duty of care lapse and dumped my brother out in the international airport without contacting me! It took me over a hour to locate him and I found him wandering aimlessly asking passengers for help! I specifically booked this trip with advise to the person on booking as well as advising the desk at the airport as well. Would you do this if this was an actual 6 year old child? Shame on you Air New Zealand. I will not only never travel with your airline ever again, I will be telling everyone I know!!

✅ Trip Verified | Queenstown to Sydney. Even through the flight was delayed by over an hour and was waiting at the gate after all the passengers boarded, none of the passenger luggage was loaded into the aircraft. The crew got all of their luggage though. The flight crew didn't inform us about this throughout the 3 hour flight. We came to know about this at baggage claim at Sydney airport from Sydney airport. Since I had to leave for San Jose the next day I had arranged for my bags to be delivered to my address. I found the staff at the customer service desk very unhelpful and clueless. They we're try to pass on the blame to someone else and didn't attempt to help me locate my bags. I would never fly this airline again.