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 810 reviews
6/10
4 star Skytrax Rating
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3/10

"not a great experience at all"

(New Zealand)

Trip Verified | First time flew with Air New Zealand on international route, not a great experience at all. Firstly we got tiny earplugs on 12 hours long flight on our way to LA. Couldn't fit at all . when asked for the head phones, we were told that they were for premium economy, which was very surprising as we have been travelled with different airlines too but never had to face this thing before. Secondly, I requested for vegetarian meal and to my surprise, half of the container was broken and had a big hole in it with food all exposed and I was served the food in the same condition by staff. When I notified staff about it, there was no other vegetarian food left on board. The flight was late both ways. We travelled with our 1 year old baby and other child with this flight. But we still have to wait in long queues with others waiting to board. Whereas other airlines show more courtesy to the families with young kids and ask them to board first. That was very disappointing as being national airline but not up to the mark.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChristchurch to Los Angeles via Auckland
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"went above and beyond to help"

(United States)

Trip Verified | An item was left in the seat pocket after the plane arrived at SFO. The Air New Zealand (lost and found) employee located it and quickly assisted us. She was efficient and went above and beyond to help us. We were extremely worried about getting it back. Thank you to the Lost and Found Department!
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to San Francisco
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Worst airline to deal with"

(Australia)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Auckland
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"worst flight I’ve ever flown"

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAuckland to Chicago
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"waiting for four weeks for a response"

(Australia)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Sydney
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"meals were superb"

(New Zealand)

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.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteAuckland to Los Angeles
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"sub standard airline"

(New Zealand)

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
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Perth
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"fees to reschedule my travel plans"

(United States)

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.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAuckland, NZ to LAX
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"disgusted by the service"

(Australia)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAuckland to Brisbane
Date FlownFebruary 2023
Value For Money 12345
no
1/10

"refused to give me a refund"

(Australia)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Christchurch
Date FlownDecember 2022
Value For Money 12345
no