Air New Zealand

Not Verified | This flight is 17 hour long and the seats in economy are not suitable for this long journey. There is no foot rest which was so surprising and very uncomfortable for this long flight. Even in our US domestic flights we have foot rest. Space between seats are tight. Passenger sitting next to you is almost touching and no way to put your arms on arm rest without touching. And most unfortunate is their food. In such long flight they only offer one meal and a small breakfast not to mention both of them taste bad. There were no snack where other airlines offer snacks in between meals in their 14 hour flights. We are frequent international traveler and flown so many different airlines, so we can compare easily. Will never travel with them when I go to Australia again.

✅ Trip Verified | All ANZ flights on this trip were late. This one in particular (NZ8) was delayed for an hour with no announcements, no explanation, no plan for customers who would miss connecting flights. Unacceptable. Skycouch is a nice product but super expensive at $1000 each way when occupied by one person. It works well for 2 children or an adult with 1 child but is too small for 2 adults. Food and what service there is, is the same as the rest of economy. The wifi, while free, did not work.

Best things about Air N.Z. premium economy: 2 check-in bags, excellent food, attentative and professional service. However my seat (in front row) felt cramped due to arm-rest having a traytable. The leather seats & interior felt dated and worn. Bizarrely the air-con was so warm/stuffy. The pilots were outstanding though.

Not Verified | Air NZ has changed my flights for a return trip Sydney to Wellington. I now need to take 1.5 additional days off work. When I called AirNZ to ask if I could have some small compensation in the form of lounge passes the Air NZ staff member told me that Air NZ could do whatever it wanted to because of the small print in its contract. Very poor service.

Not Verified | Seats very cramped except for our original flight to Auckland where we had bulkhead seats; food and food service satisfactory; but we had an outstanding cabin service director. Excellent with passengers and very good at his job...best we have seen. Fight NZ 6 from Auckland to LAX on June 5, 2023.

Not Verified | Their customer service team is terrible. They canceled my flight due to covid and credited my account. I went to rebook today and they said the credit expired (even though their website says I have the rest of the year until my credit expires). The lady I was talking to put me on hold for an hour and then hung up! Still trying to get it sorted but would not recommend this airline. Potentially thousands of dollars down the drain. I have spoken to several of their customer service team in the past and most of them don't know what they are doing.

✅ Trip Verified |  The worst airline I have flown with. First, they now require a “transit visa” which wasn’t on any of the ticketing or website including the app. Over 50% of the flight did not have this and they had QR codes at ticketing stating we needed to download another app and purchase this Visa in order to board. Only one of the 4 flights for our trip were on time. And when delaying several hours, they were unhelpful and one attendant actually rude. They were other flights available heading in our general direction, and instead of allowing us to change flights, they said we could book a new ticket but would not be refunded or credited any part of our flight since it was only delayed and not canceled - in no way caring that we were now losing our connection and going to be stuck another night in a transfer airport. I asked if there were upgraded seats available to try and get off the plane faster since we only had 40 minutes to clear customs and catch our next flight- and she informed me they cannot prioritize anyone as they have 150 connections. Also the food is horrible. The apple juice on the flight was delicious and their uniforms are nice. Also appreciated their acknowledgment of the indigenous peoples of the land. Will not fly again and do not recommend.

Not Verified | Not Verified | Plane delayed 24h, reimbursement for hotel and dinner & breakfast all fine. But no response to the reimbursement request, and than they are going to complain about breakfast of $20 dollar that didn't have a receipt of all the itemised things I ate. Really? And if you want to leave a review for their customer service, it is not possible.

✅ Trip Verified | The flight over was great, we ate breakfast then lunch. On the flight back we had one meal dinner which was good however we arrived at 6:15am and were not given breakfast or even a cup of coffee or tea. It was not a great experience having flown through the night. On top of this our flight to Perth arrival time was changed several times and we arrived too late to collect our rental car and lost a night's accommodation in Geraldton. To top it all off at Auckland airport the delay getting through bio security was a ridiculous 2 hours for us and 3 hours for our friends. It was chaos - hot, only 5 desks had people on them in spite of 2 planes arriving shortly after each other. Do not rely on the entertainment - the films were old and did not change between flights there and back.

✅ Trip Verified | My wife and I were booked on flight NZ580 today at 10.00am. We did the online check-in the day before and waited at CHC airport today, printed out baggage tags and boarding passes. Then when we put the suitcases on the drop of belt, my suitcase was accepted without any problem, after a short passport check by a staff member and disappeared. My wife's suitcases were rejected and the staff member was at a loss. So we had to wait 15 minutes for a supervisor to explain that our flight was cancelled and we were now flying NZ538. I then had to walk all over the airport to get my suitcase back. After 20 minutes, that was also done. Then we had to print out tags and boarding passes again and go to the drop off belt again. In addition, my wife would now not be seated next to me, but somewhere else on the plane. At 8:05 a.m. I received a text message telling me that the flight had been cancelled. I have rarely experienced such an unprofessional airline, where the customer is only informed about the cancellation of his flight after handing in his bag and the staff knew nothing about it anyway. Of course, there was no apology, just an "engineering problem".