Air New Zealand

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 849 reviews
5/10
4 star Skytrax Rating
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1/10

Air New Zealand customer review

(United Arab Emirates)

We flew round trip AKL to PPT. Our trip started with a 2 hour delay which was poorly communicated. They claimed it was due to a "seat" which needed to be repaired. This delay caused us a lot of trouble and extra cost as we missed our connection that night as well as first nights accommodation on an island resort - not cheap. The flight was uncomfortable at 5+ hours on an old 767 which was unclean. The guide in the seat pocket was full of chewing gum. Furthermore the volume on the safety video was so loud that passengers had to cover their ears. The video in general was also excessively long overly animated and ridiculous. Our second flight with ANZ we were already completely put off by this video and found it annoying. The crew served water from an unclean looking plastic pitcher. Never seen this on an airline before not even on a low cost carrier. Furthermore the audacity that ANZ charges a hefty membership "fee" to join their frequent flyer programme - first time hearing about this.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

Air New Zealand customer review

(United States)

NZ-2 LAX-LHR. Worst airline selection I have ever made. I should have gone with either Virgin Atlantic or BA. The economy section in the 777-300 is a complete joke. I know Air New Zealand is making extra money by having 10 seats across in economy but at what cost? I will never fly with them again and I am sure many other passengers who experience this economy section feel the same way. I really felt like a sardine packed in a can in that airplane. To make matters worse there was no individual airflow control. The plane was hot the whole flight to the point you were sweating in your seat. The only positive was that I had a friendly flight attendant who gave me free drinks towards the end of the flight because she felt so bad for the people on the plane.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

Air New Zealand customer review

(New Zealand)

NZ to Osaka via Narita. Multiple delays before take off resulting in missed connection and an overnight stay in Tokyo. Very poor communication from staff and despite promises made about contacting my waiting family - none made! They made no effort to get me on earliest flight possible - just you will take what you are given mentality. Due to late arrival and early departure - no evening meal or breakfast was available (despite vouchers). Then had to bus transfer across to Haneda - then discover I could have caught an earlier flight. Air New Zealand is a very poor airline trading on what used to be a good reputation.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
na

Air New Zealand customer review

(Australia)

My wife and I were scheduled to fly on Air New Zealand NZ7 (San Francisco to Auckland) on 29 March. This flight was delayed due to mechanical problems and then cancelled. We were offered hotel accommodation an hours drive from the airport but at 12.30am the bus transport to the hotel had not arrived and was in some doubt. I then checked with ground staff and was told that we could obtain compensation for an SFO airport hotel by claiming online. We then checked back into the airport Hyatt Regency where we had been staying and were in bed by 1.20am unlike those who waited for the bus They got to bed after 3.00am. (They had to be up for the 5am bus back to the airport). When we finally arrived home I contacted Air New Zealand online and was advised to contact their customer relations team. This I did my requests for information go unanswered. The aircraft for the cancelled flight was an ancient 747. The aircraft that replaced it was also an ancient 747. The replacement aircraft had cabin lights that flickered along with flickering on the video screen. We were told the first aircraft had an electrical problem that prevented it from starting.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
10/10

Air New Zealand customer review

(New Zealand)

Flew AKL-LAX-LHR and back 30th June out 14th July return. I had a seat each for me and my two kids both under 5. All of the crews were fantastic with them going out of their way to assure our comfort. The crew as we approached LHR were exceptional and took the initiative of laying on a "Meet & Assist" at LHR which was such a help and a great touch. Check in at AKL was brilliant abysmal at LHR but that was the only down point of an otherwise excellent trip. Kids loved the most of the food though spaghetti is a tough one to feed a toddler on a plane! Didn't get a chance to test the TV I grabbed sleep when the kids slept!
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment N/A
Value For Money 12345
yes
2/10

Air New Zealand customer review

(United Kingdom)

Heathrow to LA in Economy. This was my first and last time flying with Air NZ. Firstly the best aspect was the crew friendliness. They seem good fun and genuinely happy to help. The ones I chatted to really hate the 777-300 aircraft. One said it wasn't designed to 4 seats in middle row and she seemed genuinely sorry for the customers squashed in a middle seat. A result of having an extra seat in the middle has meant that the aisles have got narrower. I really felt sorry for the crew having to walk sideways a lot of the time. I was in an aisle seat and was constantly being bashed by the crew and passengers waking past. Clearly they are trying to squeeze out as much profit at the expense of customer comfort. I paid extra for a "preferred seat" and apparently this includes a row behind a leg room seat. Not sure why I had to pay extra for this seat that was no different to any other regular row. When the guy in front put his seat back I felt so claustrophobic and could hardly see my TV screen. The food was very average and I waited over 80 minutes to be served an alcoholic drink with my meal. Being offered a glass of tap water just after take-off is very poor and not what you'd expect from a very expensive "4 star airline." The choice of films is very limited and very few new titles. I'll most certainly be flying on BA A380 next time I go to LA.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

Air New Zealand customer review

(New Zealand)

Flew an old ropey 737-300 from AKL-WLG domestic route within New Zealand. Firstly crew are unfriendly and rude. Seats lumpy and very uncomfortable. Plane was dirty - clearly had not been cleaned for weeks with finger marks smeared across the window litter from previous flight - sweet wrappers strewn across the floor fold out tray sticky with dried up coffee spilled. looking down on the floor clearly not vacuumed for weeks with gooey grime around the seat fixings. Seat covers peeling off. Was offered a thimble of water and a stale cookie as food. The overhead screens are so out of focus that you have to strain your eyes to watch it. All of this for premium prices. Basically Air New Zealand operate a low-cost budget operation at sky high prices and compared with the other options I'd say avoid Air New Zealand domestic if you can help it.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
8/10

Air New Zealand customer review

(New Zealand)

Flew from Los Angeles to Auckland on the new 777-300 in the space seats. Great mood lighting in the cabin. We were in row 28JK. The seats are comfortable and stylish and face towards the windows for a great view on take off and landing. The flight crew were smiles all around offered us a drink before take off so had a glass of bubbly. Supper was served on this late flight and we both had creamy crab and smoked salmon salad braised lamb with wholegrain mustard mash and veggies delicious. Settled down to watch a movie good selection. With pillow and blanket made myself comfortable in our seats instructions for the seat are in the seat pocket. Great flight home with great service.
Seat TypePremium Economy
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
2/10

Air New Zealand customer review

(New Zealand)

I fly on a fairly regular basis over the last 2 or 3 years I would fly from Auckland to Singapore every couple of months on Jetstar or Qantas and I fly economy. This last 3 months I have flown from Auckland to Los Angeles last month on Virgin this week on Air New Zealand. The problem flying Virgin is that I need a stop in Sydney having said that the fare is a good price the service between Auckland and Sydney and Sydney and Los Angeles was good - very good. On the return I had to fly Virgin to Sydney but an Air New Zealand code share between Sydney and AKL that was the down part of the journey. Narrow seats tatty aircraft pay for a meal pay for everything - the complete opposite of the similar virgin segment on the outward journey. I figured it was because it was a transtasman that Air New Zealand treat passengers like cattle and nickel and dime them but this last trip I decided to go Auckland-LAX direct. Air New Zealand charge $300 more than their rivals you get 1 bag unlike Virgin where you get 2 the plane is dirty the cabin crew are ok a couple were a little off hand to the person in the seat beside me no blanket no eye cover no little pack of toothpaste. I guess for me it was just a disappointment I thought they were better and I remember a few years ago they were now they are just a budget airline that charge a premium price based on a past reputation. I will continue to use them for speed but if I have time I would choose Virgin Australia or Qantas.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
6/10

Air New Zealand customer review

(New Zealand)

AKL to NRT B777-200 economy class. My flight was delayed 30 minutes but still arrived in Tokyo on time. The seat was quite cramped and uncomfortable even though I'm not a tall person. Meals were average and not enough for me. One plus point is that the ice cream was tasty. The entertaining programmes were very limited and picture quality of my TV screen was not good. Flight attendants were friendly enough. Honestly I expected more from a 4-star airline like Air New Zealand.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no