Air New Zealand

✅ Trip Verified | We always try to fly on Singapore Airlines as they are our favourite airline. We travelled to Germany via Singapore on August 15 and returned on September 5 arriving in Auckland on September 7. Both legs to Frankfurt from Auckland and the return leg from Frankfurt to Singapore were on Singapore Airlines in Business Class. Totally superb with large seats, great beds, personal privacy and plenty of floor storage of carry on luggage under the seat in front. Great service. Just perfect. Our last leg was a code share with Air NZ. While the staff were great the Business Class seats were appalling. Cramped, no storage space on the floor, little privacy as the layout pointed you directly towards the passenger across the aisle. There was a large bulkhead next to the seat that intruded on the space.The bed was difficult to set up and put back and very cramped. The tiny foot rest was partially in the aisle and people moving past had to be careful not to trip over it. We had never flown Air NZ Business Class before and have no desire to do it again. It is more like a glorified Economy Class seat with a bit of extra room. Business Class travel is not cheap. Until the airline does a serious upgrade (which we understand they are starting) we would rather wait a few hours extra in Singapore to do all our travel legs on Singapore Airlines.

Not Verified | Such a lovely experience! Service was so good and food was delicious! The cabin crew were so nice and lovely. Would definitely fly with this airline again.

Not Verified | I recently had a highly disappointing experience with Air New Zealand, and I feel compelled to share it to help future travelers make informed decisions. My ordeal began with an extended delay at the airport that quickly turned into an overnight stay, largely due to the airline's lack of communication and support. Initially, our flight was delayed, and after waiting for about four hours, it was eventually canceled. Throughout this period, there was minimal information provided about the situation, leaving passengers confused and frustrated. To add to the inconvenience, the airline offered no immediate assistance in rebooking our flight, which only compounded the stress of the situation. While Air New Zealand did provide hotel and meal vouchers, the experience with these compensations was far from satisfactory. The hotel we were directed to did not accept the vouchers due to delays in payment processing by the airline. This left us scrambling for alternative accommodations and additional expenses. The next leg of our journey was similarly marred by issues. The second flight was delayed again, this time due to a broken plane. The airline had to find a new aircraft and transfer catering, further prolonging our travel experience and adding to the frustration. One of the most frustrating aspects of this ordeal has been the difficulty in resolving the financial implications of the delays. Efforts to seek reimbursement for out-of-pocket expenses on hotels and meals were met with a series of excuses, slow responses, and an overall lack of effective communication. Reaching a customer service representative was challenging, and when contact was made, responses were often unhelpful and evasive. Overall, my experience with Air New Zealand was far from satisfactory. The combination of poor communication, inadequate support, and slow reimbursement processes has left a lasting negative impression. For anyone considering flying with Air New Zealand, I recommend being prepared for potential disruptions and ensuring you have a contingency plan in place.

Not Verified | I was honestly quite surprised about Air New Zealand! Take note that this was a domestic flight. First up, the legroom was huge. I could literally stretch my legs! Very surprising because it is an A320. Cabin crew came round and bought some snacks, including this new Zealand based cookie, which was delicious. Loved the service, would fly Air NZ again.

Not Verified | Air New Zealand domestic service is getting worse by the day. Flights constantly canceled at the last minute. Tonight is the 3rd time in a row I have ended up staying an extra night because of all manner of 'weather' and 'engine trouble' excuses. If there was any alternative I would definitely be using it.

✅ Trip Verified | Air New Zealand bumped us off our flight on the 30/06/2024. We were on time, but they made us adjust our luggage saying we were over weight. Which we weren't as we had just weighed our bags. The Air NZ CSA at check in got our flight number wrong several times as well. She wouldn't listen. They could tell we had a connecting international flight so they charged us $100 NZ extra to change. We had no choice but to pay as they hold the monopoly on regional air travel. Do not fly with Air NZ. The Customer Communication and Engagement Specialist told later after our holiday us that we would get a refund and that they would make it right later on which was a lie. In the end they just kept saying this until they finally said the $100 charge was valid. She did nothing to address the customer service agent rude unprofessional behaviour. From now on we will drive to Auckland and spend the money we would have spent on flights on a few nights in an up market Hotel and on car storage. I estimate that we would have $400 in change still. I will never fly Air New Zealand again. Garbage militant service.

Not Verified | Very unfortunately the service, care, and quality of this airline has been going downhill ever since 10-15 years ago. It's either lack of staff training, or proper leadership that is me looking for alternatives and every paying more just so to avoid Air New Zealand. This is especially sad for me as I have friends that work at this airline and I've been a loyal customer for many years. The last few flights I've had with Air NZ, the customer service representatives provide wrong information, don't hold themselves accountable, try to shift their mistakes to me so that they are not getting in trouble by owning their mistake! Very disappointed to see the lack of integrity across the board. This was not the case in the past! Quality of food on the planes have declined greatly, and so has the service when onboard. We may get one flight attendant that is a pleasure, but many are not. In general, I see no hope for improvement as I've tried to contact the management team to voice my concerns and feedback, but no own cares. They originally quoted me a $50 change fee on a ticket, which they later called and said they made a mistake and the fee is $3000+! They said "Sorry. Now you have to pay $3K more. Our representative made a mistake." But first they tried to make up excuses and make it sound like I misunderstood.

✅ Trip Verified | Check-in was efficient; boarding and departure were late. There seems to be a late departure problem from Auckland for most flights of all airlines - something to do with ground crew I suspect, having observed them. Cabin crew and aircraft were great - Air New Zealand seem to have the most genuine, caring, friendly cabin crew in the sky. Seats were clean, reasonably comfortable and pretty much as most economy seats are on the newer A320 Neo. Air New Zealand work their economy fares on the system of "you get what you pay for", so the basic fare is added to if you want meals or checked baggage or seat choices, etc. It works very well. Service was excellent and some time was made up in the flight duration so arrival wasn't too late.

Not Verified | Air NZ sold a connecting flight then didn’t wait for it to arrive and left 30 minutes before it landed. My mum missed her international flight and they wouldn’t help her over the phone and said it was United’s problem. United referred her back to Air NZ where she bought the tickets originally. Now she’s stuck for multiple nights at the airport with no one willing to help her rebook and they aren’t even covering the full accomodation costs. Such ugly customer service from air New Zealand, I urge everyone to look elsewhere when booking.

Not Verified | Missed my flight due to my own stupidity. The ticket sales desk operators were both professional and very sympathetic. Thank-you Rahjiv, you're an absolute credit to your company and thanks Air New Zealand for the smooth rebooking.