Air 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.

✅ 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.

✅ Trip Verified | Staff were so accommodating. After having a back operation I required wheelchair assistance. Staff could not have been more friendly and helpful. Getting me on an earlier flight so as not to sit so long. A difficult flight made easier by the NZ staff.

Not Verified | 2 hours on hold. No return calls after disconnection. Disconnected twice. Unreachable via Facebook. No relevant online interface. Basically, if you want customer service to do something as simple as change a reservation, don't look to Air New Zealand for basic customer service, because they will not give it.

Not Verified | Services run by Air NZ regional are very unreliable. You can expect your flight to be cancelled, your baggage takes 20mins to come out on baggage carousel and if you have a connecting international flight they won’t tag your baggage all the way through. You must collect it in Auckland and the super long wait plus the walk to international will have you missing your flight kit of the country. Leave at least 3hrs between your regional flight and your international to deal with cancellations, delays and no baggage handling staff. Air NZ don’t care about you as a passenger either. Catch the bus instead

✅ Trip Verified | We could not travel to New Zealand due to not getting our visa on time despite applying for the tourist visa a month in advance. We needed to cancel the flights and after waiting on the line for hours to end, we were told that the flight could not get cancelled, we got nothing back and the operator kept cutting me off and eventually hung up on me mid-sentence when I tried to explain to her our circumstances. What horrible customer service and these people surely do not care. Never will I fly with them anymore.

✅ Trip Verified | Below average is the only way I could only describe this flight. It was super hot in the middle seat most of the way (with no way to change the ventilation as there is no dial anymore), and then cold when I changed with my partner to the window seat. We took off and then heard no announcements about dinner or the actual flight for almost 2 hours. When dinner came through, that was pretty much the only time we saw any staff until breakfast came through 2 hours before we landed. There was one member who did a super fast token walk down the aisle with some red wine bottles but was so quick I couldn't get her attention. The toilets were pretty disgusting all flight. Every time I went in there (I went a few times) there was water (I hope it was water) on the floor so had to put paper towels down and clean it up myself. The tissue box was never restocked. It was the first time flying Air New Zealand that I've noticed such a massive discrepancy between economy and premier economy. It is like they want to give you a bad experience on purpose so you pay the extra to upgrade. But our flights were really expensive anyway because we booked them so far out. The staff were also pretty unfriendly and a little robotic. The food was pretty meh, and the entertainment selection really random. Maybe I will fly Air Canada next time.

✅ Trip Verified | Very unprofessional, the distance between the domestic and international flight is too far away, its impossible to clear the customs and make it to the domestic on time. The frequency of the shuttle is very less too, managed to rush to the domestic and missed the flight. The next flight was only after 2 hrs and was cancelled and the next flight at 1pm was delayed 2 times.

✅ Trip Verified | I booked return ticket from Auckland to Toronto by Air New Zealand. On the way to Toronto, flight cancelled from Vancouver to Toronto. I had to stay overnight there, then flight to Calgary next morning and Toronto from there. On the way back the Air NZ flight cancelled from Toronto. They did not take any responsibility for that. just have provided a link for rebooking which was saying to contact customer service. From Toronto I tried 12 hours to get hold of Air NZ, the customer service did not pick up the call. My family also tried from Auckland to reach Air NZ, there was no response from them. I had no means to pay accommodation and food in Toronto for spending extra days. It was so stressful. Luckily my travel insurance was able to manage a flight by Korean Air. Its a long flight. Door to door I had 37 hours travel on my return. Also I found the meal portion provided by Air NZ is too small.

Not Verified | Air New Zealand customer service has drastically gone down hill, I found the staff unfriendly and at times rude. Never have I experienced such behavior before on a flight and hope this to be a one off.