Air New Zealand

✅ Trip Verified |  The worst airline I have flown with. First, they now require a “transit visa” which wasn’t on any of the ticketing or website including the app. Over 50% of the flight did not have this and they had QR codes at ticketing stating we needed to download another app and purchase this Visa in order to board. Only one of the 4 flights for our trip were on time. And when delaying several hours, they were unhelpful and one attendant actually rude. They were other flights available heading in our general direction, and instead of allowing us to change flights, they said we could book a new ticket but would not be refunded or credited any part of our flight since it was only delayed and not canceled - in no way caring that we were now losing our connection and going to be stuck another night in a transfer airport. I asked if there were upgraded seats available to try and get off the plane faster since we only had 40 minutes to clear customs and catch our next flight- and she informed me they cannot prioritize anyone as they have 150 connections. Also the food is horrible. The apple juice on the flight was delicious and their uniforms are nice. Also appreciated their acknowledgment of the indigenous peoples of the land. Will not fly again and do not recommend.

Not Verified | Not Verified | Plane delayed 24h, reimbursement for hotel and dinner & breakfast all fine. But no response to the reimbursement request, and than they are going to complain about breakfast of $20 dollar that didn't have a receipt of all the itemised things I ate. Really? And if you want to leave a review for their customer service, it is not possible.

✅ Trip Verified | The flight over was great, we ate breakfast then lunch. On the flight back we had one meal dinner which was good however we arrived at 6:15am and were not given breakfast or even a cup of coffee or tea. It was not a great experience having flown through the night. On top of this our flight to Perth arrival time was changed several times and we arrived too late to collect our rental car and lost a night's accommodation in Geraldton. To top it all off at Auckland airport the delay getting through bio security was a ridiculous 2 hours for us and 3 hours for our friends. It was chaos - hot, only 5 desks had people on them in spite of 2 planes arriving shortly after each other. Do not rely on the entertainment - the films were old and did not change between flights there and back.

✅ Trip Verified | My wife and I were booked on flight NZ580 today at 10.00am. We did the online check-in the day before and waited at CHC airport today, printed out baggage tags and boarding passes. Then when we put the suitcases on the drop of belt, my suitcase was accepted without any problem, after a short passport check by a staff member and disappeared. My wife's suitcases were rejected and the staff member was at a loss. So we had to wait 15 minutes for a supervisor to explain that our flight was cancelled and we were now flying NZ538. I then had to walk all over the airport to get my suitcase back. After 20 minutes, that was also done. Then we had to print out tags and boarding passes again and go to the drop off belt again. In addition, my wife would now not be seated next to me, but somewhere else on the plane. At 8:05 a.m. I received a text message telling me that the flight had been cancelled. I have rarely experienced such an unprofessional airline, where the customer is only informed about the cancellation of his flight after handing in his bag and the staff knew nothing about it anyway. Of course, there was no apology, just an "engineering problem".

Not Verified | Thank goodness I never need to fly Air NZ again! Absolutely no sense of urgency, both international flights were over 30 mins late. The first flight was so late we missed our connection. Pilots and attendants do not communicate the reason we sit and sit and sit at the gate. Kiwi people may be laid back but this is not a good quality in an airline! If you have connecting flights you are toast! Do not recommend! Sitting so long at the gate I have time to write this!!

✅ Trip Verified |  I made an emergency trip and needed to book quickly and ended up with a complaint from this booking which I lodged on 17th of Feb. It is now 26th of April, and the only response I have recieved is an automatic one asking if my complaint has been resolved. I have sent 2 further emails asking for my complaint to be acknowledged. Air New Zealand does not care about it's customers and this is obvious.

✅ Trip Verified | Very bad experience, flights delayed by more than 3 hours after going through customs. Not good traveling with a 6 year old either. Only got a 15 dollar voucher. Water cost 3 dollars in the airport. One of the worse flights. Maybe next time don't use air NZ

✅ Trip Verified | Auckland to Melbourne flight on 21 April and encountered several new challenges. Firstly, the economy class seats are quite cramped and lack the option to recline. The headrest cushion pushes your head forward, leaving you in an uncomfortable upright position, with the screen poorly positioned for viewing or resting. The new seats lack low back support and are pretty uncomfortable. There is minimal space under the seat in front of you for a small laptop bag, and the seats above row 28 ABC were reserved for "life craft." A cabin staff informed me that I could only store one bag in the overhead compartment and the other under the seat in front of me. The Works package offers the option to request additional food and drink. I used to be proud of and recommend the high quality, standards and service of Air New Zealand. I don't think I can do this anymore and will reconsider my flying options with this airline.

✅ Trip Verified | I like Air NZ, they never disappoint me, The aircraft was new Boeing 787, good inflight entertainment and service. The flight departed on time, and their app is awesome, they would constantly remind me of the incoming flight.

Not Verified | Air New Zealand would have to be the worst airline I have ever dealt with. Due to COVID our flights were cancelled and then and provided a credit, we were asked to reschedule to which we did only to find out we had to pay an additional $220.00 plus each for the rebooking, I don't believe we should have had to pay the additional fees as COVID was out of our control. I now am unable to fly as planned and have called to see if I can obtain a credit for my flight, and have been advised by one-person last week I could change the name on the ticket or receive a further credit. Today I have been advised I am not able to receive a further credit as the ticket was already a credit and if they were to provide me with a credit I would have to pay for the credit and then also for the rebooking fee and whatever other fees they want to add to the next booking. Seriously New Zealand Airlines just lining their own pockets at the expense of their clients. I have to say their customer service team have been quite abrupt to say the least in the way they speak with their customers. Would never ever attempt to fly with this carrier again.