Air New Zealand

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.

✅ 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.

✅ 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!

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.

✅ 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.