Air New Zealand

Air NZ can be a fickle airline - great today awful tomorrow. Its all about staff. The lounges are old and tired and the food selection has really gone downhill. No (or hardly any) reading material. Staff can make a difference. Empty food spots at the food counter due to slack staff - and they are very slow to keep the lounge clean and tidy.

A spacious comfortable environment friendly staff excellent food and drink plenty of space and seating was plentiful.

The new lounge is superb with excellent staff service. Décor is fresh and modern. Food and beverages fine but the best bit is the shower facilities now available at Raro (good if you've just come in from an inter-island flight or are in transit to LAX ).

We visited the Lounge flying from Brisbane to London and only wanted a cup of tea and a biscuit as we had been served a light meal on the flight from Brisbane. As there were no biscuits on display I asked a senior member of catering staff if I could have a biscuit only to be told that they were serving dinner and I would have to wait until 21.30 when the biscuits would be put out. When I questioned this I was told "If I give you one everyone will want one". Not the sort of service we would expect (or have previously received) from Air New Zealand.

Dated disinterested staff dirty crockery on several tables. Very poor selection of tired looking and unappetising food.

Although inconveniently located in the basement of the Melbourne International Terminal and not easy to find on your first visit this lounge is surprisingly comfortable and peaceful. The food is acceptable and there is a good choice of drinks. Staff friendly toilet facilities are excellent. All in all not too a bad place to wait.

Space is quite tight in this lounge but if you are early enough you can get a seat. There should be a few more tables for those who prefer not to eat from their knees/laps. Welcome varies according to who is on reception. The range of drinks is great showers wonderful computer/internet access. Food is not great. Cold cuts and rolls. Hot offerings appear very late (within 30 minutes of boarding) and are dreadful. Soup is fine. Good range of snacks (chips nuts cookies). There is a big problem however with children - they run around unsupervised often using the pseudo-marble floors as a skating track (and this has happened the three times this year I've been in the lounge). There is no child-free area. They are also given unfettered access to the computers resulting in loud and raucous behaviour. Primarily it is their parents' responsibility but Air NZ should provide areas free from this noise and behaviour for those looking for a different experience.

Our flight left at 10pm the lounge was a zoo with no seating available. Staff were surly and unhelpful - we didn't try the food it looked unappetising. It was more comfortable outside in the general waiting area.

Excellent lounge from comfort to selection of food and beverages complimented by attentive staff. Different relaxation areas for different customers and area where kids are forbidden ensuring every traveller gets that opportunity to relax before the flight! Nice touch! It would be compliment the flight if the same wines in the lounge were served onboard international flights.

Clean tidy and well stocked for the small airport that it is. Plenty of space to relax and is not just one big open plan room giving the feeling of more privacy. Would happily pay to use this lounge although Napier is so efficient you never need to be there for long. Great for the business traveller. Only wish Auckland ANZ lounge could be half as nice.