✅ Trip Verified
| The absolute worst customer service given the current climate. I had a connected flight booked to Sydney and received an email changing the time only one week after booking. Ten days after this, a week before I was due to fly, I received a second email confirming the time changes from the first, however Air New Zealand had also discreetly changed the date to 3 weeks later, while maintaining the exact same time. I noticed the change two days prior to flying and called the airline in a panic. After being kept on hold, I spoke to a robot like woman who did not once apologise for a) their emails being incorrect b) the fact they had changed the flight dates at all. She provided no solutions, and no reimbursements. There was no way for my to get to Sydney, so in the end I had to pay £800 extra to book a Singapore Airlines operated by Air NZ flight home direct from Auckland. I missed my flight from Sydney to London, the cost of which I have to refrain myself from thinking about as it makes my heart race every time. The customer service was unhelpful - tried to put me on hold, push me to speak to another team, got the dates for the day I wanted to fly which then meant an increase of prices, and incorrectly hold me the price I had eventually forked out also included an extra bag. At the airport that 24kg extra bag was going to cost me $500 on account of Air NZ having a ridiculous fee of $250 per 23kg. If you exceed this there is no oversized fee, but you have to pay for an additional bag. In the end, as I was flying through Singapore Airlines operated by Air NZ the very kind gentleman at the counter (who was on the phone to Air NZ getting rates) took pity on me and wavered the fee. He apologised for Air NZ, and said in times like this when we're all just desperate to get home we need to be kind. That's the attitude I would expect of New Zealand national airline. I will never fly Air NZ ever again. The service I received was worse than budget airlines such as Easy Jet and Ryanair who I always expect to be trying to take my money at every turn. I would not have expected this of Air NZ who leave me £1000 poorer than I was 10 days ago for no reason at all. The flight via Singapore Airlines was exceptional and I will be leaving them a wonderful review!