Air New Zealand

✅ Trip Verified | Auckland to Sydney. Horrible flight. Delayed for 1 hour both of my flights. Terrible customer service on board. The crew was very rude. Not recommended at all Air New Zealand.

Not Verified | Auckland to Los Angeles. Terrible flight, extremely rude air hostess. Very tight on drinks, service was very average. Our family has always supported Air New Zealand flying a lot with them internationally, but will avoid as much as possible after this experience. We were a family of 6 flying to a family event all of various ages and it was just awful - we all felt the same way.

Not Verified | Delayed on the trip down to Queenstown and delayed on the way back. 12 of us missed our connection from Auckland to Tauranga despite being told that the very small regional connection would wait for us (still boarding when we landed). Then, after half hearted apologies, we were put on a bus an hour later for the three hour trip to Tauranga (other aircraft full). There was a flight to a town close to Tauranga. This had seats available but they were not willing to work with us passengers. On the flight the flight attendants were excellent. The food was terrible. Choc chip cookie or chips. Both in plastic bags. No healthy alternative.

✅ Trip Verified | Scheduled to fly on Friday 18th May from HK to Auckland with Air New Zealand after arriving on a Lufthansa flight. Two weeks before my flight I received an email from the travel company I had booked with to say that the airline had rescheduled the flight and that I would not be able to make the connection and that I should contact the airline to rearrange. I contacted the airline who refused to deal with me directly and said they would only deal with the travel company I booked with. The travel company said they would deal with it and get back to me within 10 days. After 3 days they contacted me to say Air New Zealand would put me on the equivalent flight the next day, Saturday 19th May which I agreed to on condition that the airline would compensate me for accommodation and other extra costs due to having to spend a night in HK. After several phone calls and emails with the travel company I got nowhere and I booked accommodation myself. As a last resort I tried to find their customer service desk when i arrived in Hong Kong but the staff were gone and their Star Alliance colleagues refused to help me. Meanwhile Air New Zealand continued to ignore my attempts to contact them. The flight itself was ok. Food was decent airline food, the seat was reasonably comfortable and there was a good selection of entertainment. I was not allowed to check in online however because of the rescheduling which meant I was given a seat that didn't recline and was beside the toilets so was noisy. Still no response from Air New Zealand, with no attempt to compensate me for costs and inconvenience that was all their fault as the rescheduling was due to maintenance issues with their planes. The maintenance issues are expected to last for the rest of 2018, so I recommend not flying with them until they are sorted.

✅ Trip Verified | Auckland to Houston. First time flying long-haul business and was really excited. Things started on a sour note when my flight was caught up in their Boeing 787 repair fiasco, resulting in a change of equipment and schedule. This resulted in me having to forfeit my connecting AA flight in IAH (to MIA) due to the much later arrival time. Air NZ stubbornly refused to compensate me for this so I had to suck it up and purchase a brand new flight. I must say that the Premium check-in area at AKL made me feel special. I have to comment though on the seating in Business Premier - who signed off on this design and lay-out (herringbone)? Unable to glance out of the window and feet facing towards the aisle. The seating pods had the dubious honour of feeling both enclosed and claustrophobic, yet without any sense of privacy. The food was also disappointing with virtually the same menu as the MEL - AKL sector, with really small portions. Lastly, making your Business customers pay for WiFi was just plain mean. Sorry Air NZ, I so wanted my trip to be awesome but it disappointed on many levels. Only saving grace were the crew.

✅ Trip Verified | Auckland to Sydney. Great experience on Air New Zealand. No fuss at any point and a key highlight was the in-flight entertainment system. It was much more responsive than others that I had used on the trip and the introduction video on how to use your seat is well worth a watch. I never realised the sides of the headrests on the seats fold in. Apparently this is a feature on most planes with headrests. Made the 14 and 7 hour flights back from Sydney much better once I knew that bit of information.

✅ Trip Verified | Flew Brisbane to Auckland with Air New Zealand. Boarded the aircraft on time, very clean, loading was finished for a right time departure. Didn't use the seatback entertainment system, as the couple next to me wished to chat. Very pleasantly surprised by the amount of leg room. My knees didn`t touch the seat in front and I'm over 6 foot four. Quite comfy as well. As it was only a three hour flight I didn't book a meal, but the people next to me did, looked okay and they said it was fine. The cabin crew kept me well topped up with mineral water, could have had tea or coffee. The cabin crew were very pleasant. More or less right time arrival, unfortunately there was no gate for us at Auckland airport so we stopped on a remote stand and were bussed to the terminal. Not really the airlines fault and it didn't take too long. The return flight was an Airbus A320 again clean, boarding commenced on time, again a clean well presented cabin. Not quite as much leg room. On time to push back a technical fault was found and a fitter had to be called resulting in a 30 minute late departure. These things happen with any machine. Due to high headwinds we had to aim for Melbourne before heading north for Brisbane. Again outside the airlines control. The meals looked ok, same menu, tea coffee and mineral water in good supply. Finally stopped at a very remote gate at Brisbane and a long walk to passport control, the Captain stood at the door and wished us all a good evening on disembarking. Both flights were naturally well supplied with the obligatory screaming babies.

Not Verified | My flight was diverted from landing into Palmerston North to Wellington. The Air New Zealand staff explained before landing that a bus would be waiting for us on arrival to transfer us to Palmerston North but no directions on how to find the bus were given. I asked the staff again when landing with directions but no bus was found. I approached another staff member who gave wrong directions again. No one at anytime took a record of who was requiring a transfer and went with us to the bus. Only when I approached a volunteer did I get any personal help. She went with the group to find the bus no bus, she went to find a shuttle no shuttle and finally got us a taxi. She was great in cold and wet conditions.

✅ Trip Verified | Misplaced luggage, no response after sending email - dropped luggage home delivery after 24 hrs. Not bitching about it but TSA snipped my lock. Cost me $45 to repair and ANZ did not have the decency to communicate with me yes or no on refund. Just give you the round about after 3 emails. They tell you: need to contact ANZ SFO, ANZ SFO need to contact ground Staff. Ground Staff - not our job, try NZ Customer service etc. Who the hell then? To this day my email went to a black hole. No customer service gotten back to me - on any answer on the refund repair lock. Yes we will refund, No, we will not refund.

✅ Trip Verified | We just had a family holiday to the US via Air New Zealand in economy class. On our return my youngest son didn’t feel well during the flight. As we transfer plane at Auckland airport bound to Perth, he was able to take panadol and an hour of sleep but still didn’t do any help. After a 4 hr stopover, we boarded our flight bound to Perth=. As my son seated in the economy class, he slept curling on his father’s shoulder. Looking at this, I approached one of the Stewardess and requested for vacant seats so my son can lay down and sleep. After my explanation, she led me to 3 vacant seats, and he moved and slept for the flight to Perth. While my son was asleep, I went to check him and saw the 3 seats converted into skycouch (with no extra charge to us). I am very much grateful to Air New Zealand for their sensitivity to its customer’s needs and I would like to sincerely thank the stewardess for giving my son the nice and comfortable acommodation.