Air New Zealand

✅ Trip Verified | My flight was cancelled due to operational faults or something. I paid 193$ to fly from Auckland to Rotorua. So as soon as the flight got cancelled Air New Zealand sends a text to my cellphone that my flight is cancelled and they can re issue the flight for free. So I go onto their designated link and find out there is a flight on the same day but the link is not letting me book it and I have to be in Rotorua on that day. I rushed to the AIR NZ customer support and was telling them about it and the receptionist was talking on the phone to someone for a while. I was telling her that the link is not letting me book the next flight and after that she's like sorry sir the flight is all booked and the next flight available was the next day. Then I was told that Air NZ is going to arrange a airport transfer bus to Rotorua. I told them that I had back pain and that was the reason I booked a flight. They told me that my only option was to catch the bus. So not having any more choices I boarded the bus. My question is why is an international airline like Air New Zealand have unorganized staff and is the bus fare from Auckland to Rotorua 193$.

✅ Trip Verified | After paying for an Air New Zealand flight we were flown by hifly Portugal. We were not told beforehand we would be flying with them, No in-flight entertainment, half a roll for the meal, plane running late, absolutely filthy seating/plane, staff unable to understand clear English and after sending a complaint to the Air New Zealand customer complaints department I received a response that made it obvious they probably had not even read the complaint. When I complained about this to the same person who had obviously not read the complaint, I was told nothing could be done. I just tried to contact Air New Zealand direct but could not get through and am sick of wasting my time. This airline is hopeless, don't waste your valuable time with them! I have flown over 150 flights and this is definitely the worst of them.

❌ Not Verified | San Francisco to Auckland. I was expecting a whole lot better, especially as the flight was relatively expensive. Food and beverage service was sub standard, IFE options limited, customer service abrupt and robotic. Saving grace was the seat was quite comfortable. I’ll be flying with another airline next time.

✅ Trip Verified | Auckland to Christchurch. Pathetic effort by this low cost carrier. I arrived an hour before departure at Auckland. Three machines would not let me check in because they could not print bag tags. The 3rd one told me to go to the checkin desk - here is one, and there was 36 people queued up. After 20 minutes, with cut off approaching, I went to the special assistance counter. Flustered, I made a mistake putting the tag on (a new style without dots to line up). Then the queue at special assistance had grown - still no staff assisting at the kiosk. Ended up at premium desk with an agent who kept screaming just come and see me I’ll make everything right - disgracefully patronising. There had been a cancellation of the flight so why didn't they deploy other staff to help, rather than taking them from the kiosks.. Finally got on board, sat and waited for over 30 minutes waiting for refuelling - issue 6 hours earlier at Auckland. Once we pulled back, the flight attendant allowed travelling sports people to keep headphones on through the briefing. And later in the flight when they had their feet everywhere on seats, arms of the seats and tray tables the staff did nothing. Dreadful.

✅ Trip Verified | Auckland to Sydney. Let me start by saying that this airline is by no means the worlds best. The airline charged me $130 for the 1 check in bag that weighed 7kg! The experience at the airport is okay but its obvious that the lounge is now getting a little old, the toilet hygiene is not great and quality and selection of food is very low Once on the plane the you cant actually enjoy a movie without paying $10 which would suggest that this is a budget airline. This was food was only offered at a price and head phones looked as thought they had been recycled since the 90s.

✅ Trip Verified | Sydney to Rarotonga. This was by far the worst flight experience with a Star Alliance Carrier so far, especially the cabin crew. We flew Premium Economy. Seats etc. were ok although outdated in regards to comfort which was probably because we flew with an older 777-200ER. However we never experienced such a bad crew: - Safety: they did not show much concern for safety or did everything in a rush. When they prepared the cabin for landing they were in such a rush that they did not even check if we had our seatbelts on. One of the crew members was more busy looking outside the door window to look at the islands. Service: very bad, slow and unfriendly. - Entertainment: best part of the flight, although the volume of announcements during the flight (even safety related) were so low you almost could not hear them which maybe was the reason why we missed a welcome announcement of some sort. - Crew did not care for the passengers or to keep the cabin tidy. Not once in a 5 hour flight they cleaned up the rubbish or asked if we would like to have more drinks. We had to hold on to our used coffee cups and cans even during the landing because they did not prepare the cabin for landing. Towards the end of the flight they served a small breakfast when the pilot informed them to prepare cabin for landing which put them out of concept and put everyone in a rush. This was by far the worst flight in a premium cabin we ever had. It was the first time we flew with this airline and after our return flight it will also be the last time. Compared to other Star Alliance members the difference, especially looking at the crew, is like day and night. Not recommended!

✅ Trip Verified | Auckland to Sydney. The cabin staff are very welcoming and polite, ready to help those need assistance for the entertaining system etc. Food and beverage service is good, they offer good bubble wine. We were offered priority boarding and meal service for free, and extra leg space with a discount rate, since I booked it by redeeming my Air Canada miles. Anyway, it's a pleasant trip with Air New Zealand.

✅ Trip Verified | Perth to Buenos Aires via Auckland. Staff are amazing and attentive from booking through to travel, check in easy, premium economy is well worth the fare (if bought at a good time), food and entertainment of prem economy is business class quality. There were some minor hiccups with flight changes/delays but apologetic staff as well as some compensation offered made up for any concerns i had.

✅ Trip Verified | London to Auckland via Los Angeles. Uncaring customer support post booking has ensured I won't fly with them again. They take your money and then you are on your own. Such a shame as three/four of our long haul Premium Economy flights were good. Even contacting customer support is very frustrating and once you do you might as well have not bothered. I began to wonder if I were asking questions in a language foreign to them as they never addressed any of them but came back with some stock answer. In the end I gave up and decided just to give them a miss in future.

✅ Trip Verified | Napier to Dunedin via Wellington. I am really disappointed with this airline. The flight from wellington was delayed by several hours, we were not even kept in the clear as to why this was the case, i spent hours and hours at the airport receiving delay after delay texts. The fact that I cant even buy a ticket for a friend or partner is also very poorly thought through. I bought a ticket for my partner as a surprise and had it emailed to me but now due to Air New Zealand taking it upon themselves to monitor Facebook sites like NZ flight swap, they flag down people on flights where there has been a swap or sale monitored, and flag down people, refusing to let them on the plane. At least let people who have paid for your service and bought this seat, give the ticket to someone, if they can't themselves make it or if it was a present. Monitoring these seats and not letting people on is in my opinion ridiculous. Why wouldn't you allow a service like a name change? Allowing us to pay a fee of perhaps $20 to change the name on the ticket so that you can still use the flight? The only good this about this airline at the moment is the cookies and the coffee they offer on the flight. Flights from Dunedin to Napier are more expensive than flying to the gold coast for a week. are you serious.