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 858 reviews
5/10
4 star Skytrax Rating
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8/10

“Cabin crew was very friendly”

(Greece)

Trip Verified | Check in was done by machines and dropping of the suitcase was done by yourself. Plane was a new and clean A321neo. Boarding was done from the front door up to raw 15 by aerobridge and the rest rows from the back door with a stair. Cabin crew was very friendly. There was no WiFi but there was a Bluetooth option. Service was a coffee, water option with cookie or bar option. The pilot was describing the route and what we were seeing. It was a great flight.
AircraftA321N
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Queenstown
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"shocked at how bad it has become"

(New Zealand)

Not Verified | Air New Zealand seems to have slipped badly since I last used the airline. I was accompanying an infrequent flyer. We printed bag tags at the kiosk. There was no indication that there was also a boarding pass printed out. No indication of what bag drop to go to. No gate number on the boarding pass. The service and assistance of Air New Zealand staff at Auckland Airport is zero. They prefer to stand around chatting to each other and ignore passengers. They just wave their arm in the general direction of where you're meant to go. No proper instructions. When I said that it was a shoddy system the staff member just laughed and said move along. The staff I spoke to were very rude and dismissive. Also, the staff member at the gate did not take kindly to being asked whether passengers could go to the gate. There is no information on what bag drop to go to. Constantly had to walk around looking for staff to ask who waved in the general direction of a bag drop or where to find the gate reference. I have heard that Air New Zealand service has deteriorated but was shocked at how bad it has become.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAuckland to Palmerston North
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Will not fly again"

(Australia)

Not Verified | Pick up your own bags each connecting flight. Pay high money for the ticket, but don't expect the airline to send your luggage to your final destination. Company is cheap and will probably face problems anyway. Will not fly again.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteAuckland to Tokyo
Date FlownOctober 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
5/10

"incapable of leaving on time"

(Australia)

Not Verified | This airline is incapable of leaving on time. This is my 4th flight in one week, all have left late, one by an hour. They can't even meet their own revised times. Sydney to Auckland last week was delayed from 9.20 to 10am 3 hours before, pushed back around 10.20. Auckland/Sydney today at 7.55pm was delayed to 8.20pm around 7.55, it's now 8.30 and we're still not pushed back.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Sydney
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"service became terrible since Covid-19"

(New Zealand)

Trip Verified | I have been flying only on Air New Zealand for business and it will be the last time. The service became terrible since Covid-19. The recognition upgrade are not processed in time for frequent flyers. Arrogant aircrew when you raise the issue
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAuckland to Singapore
Date FlownOctober 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

"total lack of empathy and compassion"

(New Zealand)

Not Verified | My 19 year old daughter's domestic flight home from Wellington was cancelled twice leaving her stranded in the airport overnight. She tried to explain to Air NZ staff that she was travelling alone and had no money to stay in the airport hotels the response was "as per our policy we are not obligated to provide you with overnight accommodation as the flights are canceled due to weather conditions". I tried calling the customer service line on her behalf and waited an hour to speak to a human being. When I explained that she had an urgent medical appointment the next day and that she suffered from anxiety and other mental health issues the customer service rep rang and spoke to the team leader at the airport to ask if they could at least sort somewhere for her to stay. The team leader then informed my daughter that she would need to stay in the airport and return to the desk the following morning and they would try get her on a flight so she could make her medical appointment. When my daughter asked if she could at least gain access to the Koru Lounge as she was scared of being alone she was told "no". Feeling totally overwhelmed, stressed to the max and upset she was left totally alone in the airport terminal overnight as the Air NZ staff went home. A kind security guard fetched her a blanket and a policeman stopped to ask if she was ok as she lay on the ground trying to get some rest in an empty terminal. She was even asked to move from the couch outside the Rydges Wellington Airport hotel and told "it wasn't a good look for the hotel having someone lying down" (at 3am in the morning). The morning flight was full so she ended up missing her appointment and receiving the treatment she desperately needed and spent a total of 24 hours marooned at the airport alone. Whether your policy states you are not obliged to offer accommodation Air NZ, shame on you for leaving a vulnerable young woman alone in the airport! As a parent I'm disgusted at your total lack of empathy and compassion. I will not be using Air NZ again if there is another alternative.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWellington to Auckland
Date FlownOctober 2023
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
1/10

"airline has declined significantly"

(Australia)

Trip Verified | My tickets clearly stated 2 x 23kgs checked bags per person but on check in on the first flight we were told we could only check one bag each. After some time and effort we did manage to get our bags checked. I asked would we have issues on the other 3 flights we had booked was was told yes, even though the ticket is clear. I called customer service and was directed to leave a voicemail and someone would ring me back within 72 hours. There has been no reply - 19 days later. I called again the day before we were due to check in on the next leg of our trip. Customer service is very busy for air New Zealand and once you get through it takes on hour on hold to get to speak to someone. The person spent an hour looking at the issue and advised he had fixed it and there would be no issue at the next check in. He even confirmed in a voice mail. But when we arrived at the airport we were made to pay for the bags and was advised we were only entitled to one checked bag each. I showed the tickets and asked that they look on the computer as a note had been left - all to no avail so we paid $88 US per extra bag and then tried to claim this back from air New Zealand. I managed to make contact with the CFO and was assured a refund would occur that day and that we would have no further issues. I got the refund a week later after chasing it up myself. At the next airport we were again asked to pay for the bags and would have paid if it wasn’t for a lovely staff member from the codeshare airline who out the bags through as checked hand luggage which she could put through as free. I again contacted air New Zealand and they just make assurances this will never happen again but they are 3 for 3 so far. They offered $150 airport dollars to spend on a future flight with air New Zealand which we will obviously never use. On the outgoing long haul flight Auckland to Los Angeles there was no water or snacks offered. I managed to get a total of just 600 mls of fluid across the 13 hours. They did offer as much wine as you could drink but I don’t drink and alcohol is dehydrated anyway. We also paid for stretch seats where you should have more leg room but in these seats you board last so there was no overhead locker space as many passengers took on 2 x hand luggage to be stowed above. Our paid for space was filled with our one hand luggage bag. This airline has declined significantly from when we last used them. The stretch seats are not worth the additional costs. They are unable to fix the baggage allocations on your ticket and that they advertise on the website with the check in computers and do not care. I would never use this airline, it’s just not worth it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Los Angeles via Auckland
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"pure and simply daylight robbery"

(Australia)

Trip Verified | My wife and I fly regularly with Air NZ back and forth to Queenstown. We have flights for December 2nd 2023 and we now want to leave on November 30th 2023. Our original flight costs are $541.62 in total for one way flights for both passengers but when we go to change the dates by three days Air NZ are asking for a change fee of $601.72 to make the change. This is pure and simply daylight robbery. Furthermore the website will let you book a car, hotel and many other options but you cannot cancel and credit the flight online.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Queenstown
Date FlownJuly 2023
Value For Money 12345
no
3/10

"customer service has severely declined"

(New Zealand)

Trip Verified | Air New Zealand's customer service has severely declined. It's not easy to contact them through multiple channels. In my recent flights with them, they have cancelled multiple flights and lost baggage without providing any proactive compensation. I can't recommend them any more. Now, we have made it a theme of our trips to allow the first day to accommodate delays and file insurance claims. They have screwed up their Omni Channel Customer Service, and as an elite passenger, you have no means of communicating with them any faster than anyone else. Regardless, all channels are super slow, and most of the time, you’ll be waiting hours on the phone, and you won’t get any responses through chat.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAuckland to Melbourne
Date FlownSeptember 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

"experience such a memorable one"

(United Kingdom)

Trip Verified | Houston to Auckland. I was travelling to New Zealand for my ankle surgery. My ankle was swollen from my previous flight. But I am so glad Rob was on this flight. He kept checking on me to make sure I was comfortable. I was so glad he was there to help me. Once everyone boarded the flight, he advised me that I could keep my leg elevated during my almost 15 hour flight as the seats were empty. Made sure I had enough water to take my medication throughout the whole flight. He made this experience such a memorable one. And I have never used Air New Zealand for overseas travel. But from this experience I will definitely be using Air New Zealand. The seats were so comfy, a lot more room than any other flights I used previously. Thank you Rob, keep being amazing.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Auckland
Date FlownAugust 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