Airnewzealand Reviews 

This airlines sucks. For national carrier and full services flight, one will need to pay for the seat or else all the aisle seats will all be taken. After serving the food, they never come and cleanup. They will wait until the moment before landing only they will start the cleaning. This airline really bad…

We recently took the 787 to Rarotonga. Flight was on time, pleasant and we had no complaints there. However the seats that we were sitting in had clearly been removed from another section of another plane perhaps premier and stuck in economy. Even though the legroom is okay the foot rest of these seats was poking out and had been fixed so it could not be pushed out. The result was that it pushed into my foot space. I often like to put my feet behind so I can bend my knees properly and stretch and I couldn’t do that because of this daft seat arrangement. Cannot fault the food it was fine and the crew helpful. But please with regards to the food stop giving people wooden cutlery this really is revolting to put in your mouth and completely ruins the experience of the food, whomever made this change clearly does not care about customers just “making money” and as a result of this I wasn’t able to eat all of it because it was making me gag. ANZ needs to look at its senior management especially its CEO and make some changes as it all just seems like he is stripping down the service and ruining further this airline. Perhaps they want to go bust! I don’t know but I won’t fly them again if I can avoid it.

the worst airline I have flown with, over priced, poor cabin crew, poor ground staff. I would fly with any other airline if possible. They will disappoint you

⭐ 1 STAR — EXTREMELY DISAPPOINTING AND UNFAIR
I am extremely disappointed and angry about the way Air New Zealand has handled my baggage case.
My flight was from Zurich to Auckland, and my checked suitcase was delayed for more than 24 hours. When it was finally delivered, it had a broken wheel and was damaged. I then spent weeks communicating with Air New Zealand Baggage Services, explaining the situation and waiting for an answer.
And after all that time, the final answer was simply: NO replacement and NO compensation for the damaged suitcase.
Instead, I was told that I could potentially receive up to NZD 100 only for emergency expenses — but I would have to provide receipts for essential items I purchased while I was without my luggage.
That completely misses the point.
My complaint was about luggage that was delayed and then returned to me damaged. I did not cause the delay. I did not break the suitcase. Yet after weeks of waiting and dealing with this situation, I am left with a damaged suitcase and Air New Zealand accepts no meaningful responsibility.
What makes this even more frustrating is the amount of time I have wasted trying to resolve something that was not my fault in the first place.
I am not writing this review because I want their money anymore. Frankly, they can keep it.
I am writing because I want people to know what can happen when something goes wrong with your baggage: weeks of waiting, emails and explanations, and in the end, essentially nothing.
This has been one of the most disappointing customer-service experiences I have ever had with an airline.
Air New Zealand — I expected much better from you.
Very disappointing. Very unfair. And definitely NOT the level of customer service I expected.
Behnam Sharifabadi

If I could give a zero star I would. I asked bag drop staff where to go to pay for extra luggage she told me premium check in, the manager was slow waited 20 minutes, then walked back to the bag drop staff and asked what is the process for paying for extra luggage, she said you spoke to that staff go ask her, I’m like excuse me, isn’t it the same process? Why would I be told to wait at premium check in. Absolute idiots hired! Always thought airnz was better, looks like Jetstar is better than them now. Atleast their staff know their knowledge!

Terrible organisation. Equipment at Melbourne airport broke down causing delayed departure. The entry to the lounge was grudgingly provided despite being a platinum member of their partner airline. The so-called free wi-fi never worked at all and the crew said that was normal. Upon arrival at Auckland there was a long delay because they couldn’t find the stairs. Eventually passengers were herded on to buses and driven around the airport for a while before entering the terminal. Overall this clearly indicates an amateur operation and an airline of last resort.

Overpriced, unreasonable and unreliable: Air New Zealand refused to give us a flight credit to be used on a later date even after all private and confidential medical proof was provided. We were never asking for a refund. We only asked for a credit to be used at a later date. Air New Zealand are cruel and unrelenting in their disgusting treatment of their customers. I will be taking this case to ACCC and social media. Saying no to a simple flight credit request on serious and unforeseen medical grounds is unreasonable, not ethical and against Australian Consumer Law. No wonder Air New Zealand has such terrible reviews. I am reading about all the horror stories on how they treat their customers now…

Recently my partner and I had an overwhelmingly positive experience with Air New Zealand. We arrived for our flight to Auckland and were waiting at the gate when I realised I had packed an expired passport for our onward flight. The staff member at the gate remained calm and helped my wife rebook her flight to later in the day while I got on to collect our baggage at the other end. Meanwhile having retrieved her passport from home my wife realised that due to traffic she would not make her second flight either, so she got on the phone to Air New Zealand and they rebooked her again - on the last seat to Auckland, with no extra charge. If this wasn't enough, when staff at Bishkek airport failed to check us through all the way to Auckland on our return journey, the Air New Zealand staff member in Australia did everything she could to get us and our bags onto our return flight. We made it, but our bags stayed behind in Brisbane - but were delivered within 24 hours to our address in a completely seamless manner. The fact that we had such fabulous service from 4 stand out members of the Air New Zealand team, including one from Australia, really made us feel that Air New Zealand as a whole company has an excellent attitude to their customers. Thank you - you made our trip possible.

I would give it a zero if I could. This is the second time while traveling on a works fare that I’ve been offered food that I would not even feed to animals. By the time the food cart reached my seat there was only one choice left, a chicken salad, which I’ve had before, and could not eat. The hostess commented that if I wanted a selection of food in future, I should sit in the front oo the rear of the cabin where the service starts. When I commented that this is not the type service that I expect or get when I travel on a competitor airline. The response from the less than helpful hostess was “so they weren’t seats for you on that airline today”. So dismissive and rude. I live in regional New Zealand and unfortunately Air New Zealand is the only airline in and out of my airport. However, I won’t be flying in New Zealand internationally again and I’m a frequent trans Tasman flyer flying between six and eight times a year. Shocking below par. Perhaps the airline should concentrat on its core business of customer service rather than the woke virtue signaling ideology that seems to permeate throughout their operation. Just saying!

Terrible experience with the customer service who told me I "was asking stupid questions" and hung up on me. The person on the phone was rude and completely unhelpful, who doesn't deserve to be customer facing in any way. This is an awful representation for the airline, I will certainly never book with them again.

Absolute rubbish policy, realised four days after booking a flight (not due for three months) that I had not booked flexi, and told in no uncertain terms that they will not accept my extra money for flexi as outside 24hr window. Abhorrent that this is a majority government owned company haemorrhaging taxpayer money and yet they still provide such rubbish service. Needs to be privatised and operated properly. Everyone knows a good experience and customer service goes a long way

Absolutely horrid. I rarely fly air nz. Twice TWICE NOW, they have lost my luggage and no sincerity in trying to find it at all. What an absolute muppet of an airline. I would give it a 0 if I could.

Would give them a zero if possible. The booking process is hideous as you get thrown out every 2 minutes, on top paying a flight with a sufficient number of airpoints is cumbersome, as you need to add a family member as a giftee first, but the way to do this is near impossible. An overall unpleasant airline. I hope they get competition from Jetstar as much as possible.

Again, Air NZ lived up to their terrible reputation for appalling service. There’s absolutely no point selecting seats on their planes. For our return trip to Vancouver we had 7 changes of seats. After carefully selecting seats 10 months in advance for our family of three to sit together, we discovered purely by accident they’d been changed. We were scattered around and our daughter lost her window seat. Despite assurances, she never got it back. Air NZ never notify you when they change planes or seats. They leave it to be a nasty surprise when you check in. On the return journey, we had four sets of seats. We thought we’d finally got it settled after the third change but no! Checked in and discovered our seats have been changed yet again. And of course with no notification. Air Canada immediately notified us by email when they changed planes for an internal flight and they kept us all sitting together. If they can do it, why can’t Air NZ? Because they simply don’t care about customer service.

Paid a fortune for business class only to find both flights were now in the old planes with the herringbone configuration. Narrow, cramped seats with practically no storage space. Because the cabin crew have to flip the seats to make them into a bed, they try to get you to have it done as soon possible so they can finish and go sit down. Then they try to get everyone up early so they can change them back again. The only thing Air NZ seem interested in is advertising and making more of their cute safety briefings which are just a distraction from the actual safety message. The meals were nice but that was the only part of the whole experience that was good.

The worst was the inappropriate behaviour from cabin crew. We’ve experienced many casual and even rude Air NZ stewards in the past. This time I was taken back when the male steward came round and shook hands with everyone in the cabin – not hygienic especially in winter with colds and flu everywhere, to say nothing of Covid. Even less appropriate was for the same man to approach me in the middle of night and reach under my blanket to unhook my seat belt and refasten it on the outside. If I’m supposed to put it on outside the blanket then politely ask me to move it rather than groping beneath a woman’s blanket! Then when I got out my walking stick after landing, he said “Come along, hoppity.” An appalling way to speak to a disabled passenger. We’ve flown many other airlines and never come across such unacceptable treatment. Will never fly Air NZ again.

On Sunday evening around 5:10pm i got out from security check and went to my gate as I travelled from Auckland with Jet Star somehow i lost where to go and ended up to air nz side on the two storey building while i was meant to be travel with Jet star departed 5:35pm i was so stressful finding the gate and i saw the lady on the desk one of an air nz staff member and that she looks like tomboy sat by gate 29 or 30. I went and ask her for a help as not all people get familiar with airport and stuff and whoever to come across with should ask for Help to direct you straight where you wanted to go it doesn't matter which company flight you traveI with, staffs there or anyone should be able to assist. i was so panic as my flight departed soon while i couldnt find the gate as not familiar in the aiport but i politely asked her this way, ma'am please i need your help, which way to go find my gate # and i showed her the gate # she reply to me with a harsh voice 'oh i dont know where it was you can just go downstairs' i turned around and go i could find the way out or going down as it was only the electric stairs i saw I was so panic at time i went back to her and ask again i really need your help and same aggressive behavior with the same response to me so i walked back again and finally I found the stairs to go down then straight to my gate sadly when i got to my gate the gate was closed already and missed my flight. Just an advice please be good to anyone no matter which travel agent they are traveling with and show some sympathy.

Stuck at Denpasar Ngurah Rai International Airport 6pm delay delay delay 3 plus hrs and still counting so not looking at getting feed on board until 11pm if we are lucky but i won't feel like eating at that time, more common than not with air nz. Missing connecting flight also. Been up at 5am in bali arriving home mid afternoon next day. Unfortunately for Air NZ its all to common as we have been in this situation before. I don't know why we keep punishing ourselves but unfortunately in NZ there's not much choice.

The seat are terrible cramped and uncomfortable, the staff are the laziest I’ve ever flown with

Would give them a 0.
A horrid airline
Auckland domestic staff are rude and arrogant!
I guess they guaranteed a job as there is no other airline, so they can be arrogant and rude.
Flights cancelled, and they reimburse those that are young and vulnerable, but won't reimburse u if you are traveling alone and 69!
Talk about discrimination!
A horrid horrid experience!

Checked online all good.
Arrived at the airport to be told our business class seats on the 12 hour flight had been ‘downgraded’ to PE.

The manager at Auckland International Premier check-in - Filipino female was so rude and no sympathy for our predicament including saying we were lucky to get on the flight. Note we had purchased the seats 9 months before at great cost and checked in online once it opened. Refund within 6 weeks of the price difference between classes which is totally unacceptable.

The flight itself was awful - PE seats which didn’t recline, bland food and kept having to ask for water from the surly cabin staff as the temperature as way too hot.

The flight left late and arrived late too. Baggage took forever to arrive.

No help from customer services online and had to supply bank account details and other personal information (8 items) in order to receive the refund. This should have been a credit card refund directly back to our original credit card we used.

Return flight back in Business class was sub standard. Rubbish still in storage area as well as a used water bottle. Food was again bland and cabin crew surly and with attitude. My husband tried to sleep and kept being awoken by the staff stomping around the cabin.

Connecting flight from Auckland to Tauranga felt like we were in a third world. Gate lice meant priority passengers couldn’t get onboard first, rammed overhead storage and again, a common theme on Air NZ, rude and surly staff.

Such an embarrassment for our national airline and we will now us the competition on short and long haul flights.

My husband required a wheelchair to board on and off the airplane. Staff were caring and very efficient. This service is available free and helps the plane leave on time. Brilliant.