✅ Trip Verified
| Brisbane to Auckland. Disappointing change for the worst. The decision to change marketing of your seats/tickets on the basis of seat cost and separate extra charges for food, drinks, and entertainment is appalling. Only the discount airlines such as Jetstar and virgin employ this type of ticketing and are transparent about it. Obviously, Air New Zealand has lost its image as a premium airline to resort to this type of non transparent marketing. This situation was highlighted when we travelled over Christmas 2019, when four of our Family members visited Australia. We were very disappointed with the flight and service. We were not made aware of the extras required when booking our flights and therefore had no food, drinks and entertainment as expected. After paying $700 plus each we expected full service, not just a seat. On his separate return flight to NZ, my Brother experienced a terrible and uncomfortable flight with no cabin air conditioning. When he asked flight staff about the situation, they were uncaring and unfriendly. The baggage check in policy has also changed, and is so unfair, as each passenger is allowed 1x23kg bag. Two of us had one (1) bag each and my 9 year old Daughter had two (2) small bags with a combined weight of 17kg - well below the allowable 23kg. Total combined weight of all check in baggage was 64kg - below the allowable 69kg. No consideration or attempt was made to assist only a demand to pay a $160 fee. Air New Zealand staff Immediately demanded payment of $160 for this situation, and then an additional $160 as one of the other bags was 1.6kg overweight. Your staff were unfriendly, arrogant, and not prepared to offer any solution until one of the male staff members came to our rescue and was willing to help with our problem. Other reputable airlines do not treat check in baggage in this way. They are prepared to look at the situation make allowances using combined weight if there is a problem. Based on our experience, we will fly Qantas in future, not Air New Zealand. We have used the discount airlines such as Jetstar and Virgin Pacific in the past and had a far better experience and paid a lot less for the flight.