Air New Zealand

Not Verified | Worst airline to deal with. Just the worst! We booked our flight initially to go to New Zealand over Xmas 2020. The airline canceled the flights due to covid restrictions and refused to issue refunds. Instead we were forced to take flight credit and rebook. We booked again for Mar 2023 but I started having a severe back pain weeks before my flight and it got worse over time. I called up to ask for flight credit again to re-book when my back pain is recovered but no luck. I got told that Air NZ only issue flight credit if there is a life threatening issue! Never going to book a flight with Air New Zealand ever again. Our excitement to visit NZ has vanished over this whole experience.

✅ Trip Verified | I have paid for both of my mom and my seats but requested wheelchair assistance for my 88 year old mom. I called to confirm our seats after 2 hours on hold on the phone. They said I don’t need to pay for our seats since I asked for wheelchair assistance. So they issued me a refund. Somehow, my gut was telling me that I have to pay for our seats again because I’m worried about my mom not being in the aisle. Make the long story short they insisted that we don’t need to pay for seats and we will have better seats. So they issued me a refund for the second time. Now it’s time to leave, we were assigned seats that were almost at the end of the plane. They’re uncomfortable that my old mom didn’t sleep the whole 15 hours flight. Not to mention that they didn’t have enough people to push my mom on her wheelchair in Chicago so I have to push her with our carry on. It was stressful and the worst flight I’ve ever flown.

✅ Trip Verified | I had to make an emergency change to my international flight with Air NZ due to a serious illness to an immediate family member. Air NZ customer service were not available to speak to over the phone as they had an over 5hr wait time at the time. I changed my flight through their online tool which charged me an exorbitant flight change fee. After taking the flight and waiting hours on hold I was finally able to get through to their customer service team. They informed me that since I had taken the flight they were not able to do anything (as they only provide customer service for new/unused tickets) and I had to email a different support team. I've been waiting for four weeks for a response from them and have not heard anything back.

✅ Trip Verified | I flew recently to LAX and back in Business Class. Its nice being recognized as a regular Air New Zealand customer. The crew on both flights worked tirelessly making sure everyone was sorted and comfortable. The meals were superb and give you the option to add extra items depending on which main course item you choose. The WIFI was fast and I was able to stream video. Snacks were available in the galley, all NZ manufactured items. In both cases after I went to the bathroom after dinner, I came back to find my bed had been nicely prepared for me. A special shout out to the Air New Zealand Ground Manager at check in at LAX's Terminal B.

Not Verified | The behaviour of Air NZ is disgusting. They are the most unhelpful, arrogant and sub standard airline out there at the moment. Over 12 days I battled with Airnz and their faceless customer services which seemed to be near impossible to contact, satisfactory outcome was never reached so I cancelled 4 flights to fly with opposition. I’m gold status with AirNZ but my wife and I will never choose to fly with them again. Had to go as high as the CEO and needless to say I can see where the mess is starting from

✅ Trip Verified | They incorrectly notified me that my flight was cancelled, when it wasn’t, causing me to incur more than $500 in fees to reschedule my travel plans. And when I called to confirm, the first time I spent 1 hour on hold only to be disconnected, and the next time over 2 1/2 hours to speak to a representative. This airline is totally understaffed and unable to handle any customer service. Check in lines were also absurdly long and the plane so tight, with the seat in font of you right in your face and no leg room due to electrical boxes at your feet. Totally miserable flights and then flight attendant put my jacket under a bag and I didn’t see it, leaving it on the plane. No one to contact and emails go unanswered.

✅ Trip Verified | Do not waste your time and money. Absolutely disgusted by the service I received from the staff. This airline will dodge you until you are well and truly past the point of frustration. Their staff are trained to purposely give you incorrect information to delay you. Good luck ever getting a refund if your flight gets cancelled. You are unable to contact anyone to speak to a human and unable to request a refund online.

✅ Trip Verified | I booked this flight on 7th December for a flight in April 2023 Melbourne - Christchurch arriving at 2.30 pm Just 2 weeks later Air NZ cancelled this flight and offered an alternative flight arriving at 12.30 am the next day, or I could cancel the flight. Not wanting to arrive at 30 min after midnight I canceled the flight. Air NZ have refused to give me a refund only offering me a credit valid for one year. Under Australian and NZ law an air line must offer a reasonable alternative flight or refund the fare. Offering me a flight that arrives at 12.30 am when I planned to arrive at 2.30 pm is surely unreasonable.

✅ Trip Verified | I flew to the US on the 1st of February and my return flight was booked for the 14th of February. Unfortunately my return flight was cancelled due to Cyclone Gabrielle. The first flight I was able to rebook on was the 20th of February, which means I am stuck in LA with no extra spending money and have had to book another 6 nights accommodation via a credit card. I lost the seat I had booked for my return flight (an Air NZ policy?) and have now been waiting on the phone for 3&1/2 hrs (and still waiting) to book a seat. I am unable to do this online for some stupid reason. I realise Air NZ were not responsible for the cyclone but they are responsible for providing their customers with actual customer service. They should so embarrassed about their shoddy dealing with this emergency. Don’t fly Air NZ. They are a disgrace.

Not Verified | We should leave at 14 February at Los Angeles, flight is cancelled, but now a day later we are still in Los Angeles and no response from Air New Zealand only one text message at 08.55 pm, with message that plane is leaving at 08.55 pm on the same day.