Air New Zealand

✅ Trip Verified | I'd booked air NZ being Koru but I ended up paying 75Euro from Dublin so this was disappointing hence the one point down instead of 10 which is very generous as Koru isn't cheap. I flew along way and still flying (Air NZ) tomorrow to get to my island roughly 33 hours flying. Anyhow, to the NZ27 flight - from the get go the Male Purser/Manager was fantastic. All staff in economy treated you like you mattered which is rare. Spoilt throughout the night to have staff come down the aisles asking if wanted a snack and water, and then attended when you requested another drink. The rapport already with customers excellent esp. with families - massive credit to the empathy and compassion to accommodate and treat your clients like each one mattered. The ability for me to connect to do my work over the 15.5 hour flight was superb and the fact we didn't have to pay internet was a great Xmas treat. Thank you so much for restoring faith in the airline (albeit it's fine re: the Koru thing) but just the service. Fakaue lahi mahaki/Thank you.

Not Verified | This used to be so good, but now they just love their monopoly position and totally ignore customers. They change flights with no notice and do not even try to accommodate passengers, you are left totally on your own

✅ Trip Verified | A connecting flight at SIN, we had to change terminals but we had just enough time to board the plane. Boarding was done by groups (first Business and Gold members and then according the row). Economy seats were standard, there were pillow and blanket, and also there were ear phones (not great quality) on the seats. We left the gate on time but were taxing almost 45 minutes. Service started after one hour and was very slow. First serving special meals and then the rest, but after almost 20 minutes. You had to wait for dinks for a long time. There was option of 2 meals and for drinks there was beer and wine and beverages. I can not get used to wooden utensils. Cabin crew was very attending and friendly but there were only 3 on each corridor serving and the rest in the galley. IFE was limited and outdated, should do something better. Two hours before landing they started second meal and were OK because they were slow so it was just enough time before landing. Announcements from the pilot was just enough. It was an all right flight and if the cabin crew was not so friendly it could be an indifferent flight. IFE should be upgraded.

✅ Trip Verified | Check in was done by machines and dropping of the suitcase was done by yourself. Plane was a new and clean A321neo. Boarding was done from the front door up to raw 15 by aerobridge and the rest rows from the back door with a stair. Cabin crew was very friendly. There was no WiFi but there was a Bluetooth option. Service was a coffee, water option with cookie or bar option. The pilot was describing the route and what we were seeing. It was a great flight.

Not Verified | Air New Zealand seems to have slipped badly since I last used the airline. I was accompanying an infrequent flyer. We printed bag tags at the kiosk. There was no indication that there was also a boarding pass printed out. No indication of what bag drop to go to. No gate number on the boarding pass. The service and assistance of Air New Zealand staff at Auckland Airport is zero. They prefer to stand around chatting to each other and ignore passengers. They just wave their arm in the general direction of where you're meant to go. No proper instructions. When I said that it was a shoddy system the staff member just laughed and said move along. The staff I spoke to were very rude and dismissive. Also, the staff member at the gate did not take kindly to being asked whether passengers could go to the gate. There is no information on what bag drop to go to. Constantly had to walk around looking for staff to ask who waved in the general direction of a bag drop or where to find the gate reference. I have heard that Air New Zealand service has deteriorated but was shocked at how bad it has become.

Not Verified | Pick up your own bags each connecting flight. Pay high money for the ticket, but don't expect the airline to send your luggage to your final destination. Company is cheap and will probably face problems anyway. Will not fly again.

Not Verified | This airline is incapable of leaving on time. This is my 4th flight in one week, all have left late, one by an hour. They can't even meet their own revised times. Sydney to Auckland last week was delayed from 9.20 to 10am 3 hours before, pushed back around 10.20. Auckland/Sydney today at 7.55pm was delayed to 8.20pm around 7.55, it's now 8.30 and we're still not pushed back.

✅ Trip Verified | I have been flying only on Air New Zealand for business and it will be the last time. The service became terrible since Covid-19. The recognition upgrade are not processed in time for frequent flyers. Arrogant aircrew when you raise the issue

Not Verified | My 19 year old daughter's domestic flight home from Wellington was cancelled twice leaving her stranded in the airport overnight. She tried to explain to Air NZ staff that she was travelling alone and had no money to stay in the airport hotels the response was "as per our policy we are not obligated to provide you with overnight accommodation as the flights are canceled due to weather conditions". I tried calling the customer service line on her behalf and waited an hour to speak to a human being. When I explained that she had an urgent medical appointment the next day and that she suffered from anxiety and other mental health issues the customer service rep rang and spoke to the team leader at the airport to ask if they could at least sort somewhere for her to stay. The team leader then informed my daughter that she would need to stay in the airport and return to the desk the following morning and they would try get her on a flight so she could make her medical appointment. When my daughter asked if she could at least gain access to the Koru Lounge as she was scared of being alone she was told "no". Feeling totally overwhelmed, stressed to the max and upset she was left totally alone in the airport terminal overnight as the Air NZ staff went home. A kind security guard fetched her a blanket and a policeman stopped to ask if she was ok as she lay on the ground trying to get some rest in an empty terminal. She was even asked to move from the couch outside the Rydges Wellington Airport hotel and told "it wasn't a good look for the hotel having someone lying down" (at 3am in the morning). The morning flight was full so she ended up missing her appointment and receiving the treatment she desperately needed and spent a total of 24 hours marooned at the airport alone. Whether your policy states you are not obliged to offer accommodation Air NZ, shame on you for leaving a vulnerable young woman alone in the airport! As a parent I'm disgusted at your total lack of empathy and compassion. I will not be using Air NZ again if there is another alternative.

✅ Trip Verified | My tickets clearly stated 2 x 23kgs checked bags per person but on check in on the first flight we were told we could only check one bag each. After some time and effort we did manage to get our bags checked. I asked would we have issues on the other 3 flights we had booked was was told yes, even though the ticket is clear. I called customer service and was directed to leave a voicemail and someone would ring me back within 72 hours. There has been no reply - 19 days later. I called again the day before we were due to check in on the next leg of our trip. Customer service is very busy for air New Zealand and once you get through it takes on hour on hold to get to speak to someone. The person spent an hour looking at the issue and advised he had fixed it and there would be no issue at the next check in. He even confirmed in a voice mail. But when we arrived at the airport we were made to pay for the bags and was advised we were only entitled to one checked bag each. I showed the tickets and asked that they look on the computer as a note had been left - all to no avail so we paid $88 US per extra bag and then tried to claim this back from air New Zealand. I managed to make contact with the CFO and was assured a refund would occur that day and that we would have no further issues. I got the refund a week later after chasing it up myself. At the next airport we were again asked to pay for the bags and would have paid if it wasn’t for a lovely staff member from the codeshare airline who out the bags through as checked hand luggage which she could put through as free. I again contacted air New Zealand and they just make assurances this will never happen again but they are 3 for 3 so far. They offered $150 airport dollars to spend on a future flight with air New Zealand which we will obviously never use. On the outgoing long haul flight Auckland to Los Angeles there was no water or snacks offered. I managed to get a total of just 600 mls of fluid across the 13 hours. They did offer as much wine as you could drink but I don’t drink and alcohol is dehydrated anyway. We also paid for stretch seats where you should have more leg room but in these seats you board last so there was no overhead locker space as many passengers took on 2 x hand luggage to be stowed above. Our paid for space was filled with our one hand luggage bag. This airline has declined significantly from when we last used them. The stretch seats are not worth the additional costs. They are unable to fix the baggage allocations on your ticket and that they advertise on the website with the check in computers and do not care. I would never use this airline, it’s just not worth it.