Airnewzealand Reviews 

Was on a delayed flight from raro last night and got put up at the pitman hotel te arkinui as our transfer flight was not available to chch. Airnz provided accomodation and $90 vouchers for something to eat, was appreciated. At the hotel though we were treated like second class citizens when we asked for room service as advertised in their own brochure (was after 1am) was advised there was no room service available with no explanation. My wire then phoned room service and same thing, not available. Vwry disapointing after a very long day

Upon booking our flight we were immediately met with a message saying tht the flight hadn't gone through. We had to contact via either phone or online chat.

We were on hold for 3 hours before needing to sleep with no indication that we would get seen. We opened 4 separate chats and each disconnected when we were next in queue. At this rate I don't think I will ever fly airnz again.

If something goes wrong you are on your own. This should be illegal.

Very dissappointed. My father who is 74yo travelling alone had a flight to catch two planes with you he has a bad hip and can’t walk for to long, i booked a wheelchair ticket for him. At the airport i asked twice the procedure to make sure he was looked after once he landed they told me it was on the system and there would be someone to help him as i couldn’t be there to make sure.
In his old age he is quiet and doesn’t want to make to much of a fuss or be a burden.

There was no one to help him as his plane landed, he had 3 bags plus a oversize bag. After walking so long to get his bags one of them he could not find adding to his stress. A lovely young lady who works for you helped him out. But he was just off 10 mins before he would have missed the other flight as he is very slow hence why i booked him a wheelchair pass.

I’m so upset your airline does not take more care when a customer books a wheelchair pass and Is told speifically there elderly father would be taken care of but is over looked.

What a rip off their flights are , expensive and un reliable !!! I alway avoid them !! But unfortunately in emergency’s I have too ! This is a multi million dollar firm that went bust two weeks in COVID and got bailed out by the Government ! All they care about is their personal profits and shareholders
Another New Zealand price gouging firm !

Wow, I see all the negative reviews and think either you have had terrible luck or your grumpy. Air New Zealand is my airline of choice, by far. I have flown across the Tasman nearly one hundred times over the last 20 years and virtually cannot remember a bad experience. Warm, genuine staff. High quality food and wine. I've never had a significant delay or been bumped off. Maybe international trans-Tasman is particuarly good.

Booked flights only to realise that somehow the departure and destination have swapped while I was checking different times. So I booked the wrong path. I realised this few days after the purchase and started to chat with the air nz call centre via a chat box. They could change this for me but for more than my original tickets were. So together that would have cost me more than a $1000! I used to be so careful about this as it had happened in the past. It happens when one uses their app. I think they count on this error and know it can happen but are only super helpful if you have money to throw away. I was incredibly upset by this mistake. As pretty much a monopoly company they can stay greedy as they realise there are not many easy options . I booked new tickets with Jetstar and will pass on the original tickets to someone who can use them , as an act of kindness in this unkind world.

Airnz has never been the greatest company to fly with, but the service was good. In the last few years, the service and domestic flights has become terrible. Flying in NZ now costs more than flying abroad, and when the plane is the main means of transport, that creates problems for people. Some destinations are simply insanely pricy, living in Nelson, it was affordable to fly to Christchurch or the North Island. But in the last few years, the cost has skyrocketed and we have stopped flying. That and all the dark patterns used in their booking and reward system make the whole experience terrible, and I'm glad to leave the country and leave such a monopoly that is rotting this country

International business class is a disgrace

Seats are terrible, and the roll out of the better layout is delayed.

Food selection is poor. Staff will skip people in your group to try force you to eat a less desirable dish as they do not stock enough of the better options. No emails prio to departure either to request people choose their food.
We all wanted beef, but my wife was skipped by the staff and she ended up with options that she didn't want.

Most of the staff are great, but some are rude and don't like that we all wanted the beef.

They don't stock enough sugar free drinks and ran out 2 hours into an 11 hour flight.

If I buy 3 tickets in business, I expect all of us to get the food we want, the drinks we want.

Air Mew Zealand also doesn't bother notifying of delays until over 30 minutes despite knowing the plane is still delayed. Instead they just sit at the gate and do nothing.

Not worth the money.

I have flown with Air New Zealand about 5 times in my life and 3/5 of those times, AirNZ messed up:
1. 2 of my flights were cancelled twice and I was only informed about it extremely last minute.
2. They also delayed my flight to Perth from Auckland TWICE within the same day, and as you expect, we were only informed about it LAST MINUTE.

I'm starting to question the competency of the leadership team in this organisation when the airline has consistently disappointed the customers with their unreliability. Suffice to say, I would only fly this airline as a last resort.

Just crap, the night before we were to fly home from Gold Coast we received a cancellation email stating their had to be an engine change. We were offered a bus up to Brisbane to catch the later flight home. Judging by those numbers on the bus, the engine change excuse was just a blatant lie. They lied to us as there would have been too few numbers for the original flight in their view, perhaps reduce your prices instead of obviously lying to your customers.
Will try another airline next time as cancellation are frequent and their excuses are just not believable.

Regardless of its expensive tickets with smaller space than some other airline.

There has been delay also on top of that, but that is due to their extrem focus on safety travel. It may sux for sure but compare to other airline, Air NZ would rather delay their flight until its 100% safe, life if more important than anything and they know it well. If you want a cheaper option be my guest but if you want to feel safe Air new zealand is the airline

This is the second time I have flown with air nz and the second time my flight has been canceled until the following day. Made our family sit on the hard ground for 2 hours, my elderly mother in law plus two children, not cool.
Very disrespectful staff who just dont seem to care. Failed to give any compensation for booked accommodation and tickets to the concert we missed after saying they would.

Entitled , rude , woke, expensive if there was another option I would take it.

In the last year, every domestic flight I've taken with them has been delayed or more commonly just canceled. Often you find out within an hour of travel that it's not going to leave and often they rebook you just to cancel that one too. Their domestic service is the pits and incredibly expensive for their terrible service. In this particular instance we just took 3 separate flights back from Borneo- different airlines, all on time, only to get home and be unable to get from Christchurch to Nelson, with the prospect of a 9 hour wait. When you travel domestically within other countries, you realise how poor the air nz service is.

We cancelled our flights to Canada via USA from Perth via New Zealand on 12 May 2025 due to possibility of not being able to complete our full holiday due to irrational and inconsistent USA border treatment of tourists. My gripe: full payment of airfares on booking, but was advised by FLIGHT CENTRE it would take up to 3 months for refund of tickets by Air New Zealand. Please explain Air Zealand. Why? EDIT Flight Centre responded same day review posted stating funds received. AUD 4600 received from original payment made AUD 9200. Air New Zealand charged AUD 175 per change in each separate flight date, plus 175 per seat for EXIT seat option. A separate Canada to America UNITED AIRLINES flight was non refundable on cancellation.

A big lesson learnt. DO NOT BOOK FLIGHTS UNTIL 100 PERCENT SURE OF DATES AND TRIP VIABILITY.

Absolutely consistently terrible. Have flown multiple times over the past year and I can count on one hand when they’ve arrived on time. And for every delay they don’t communicate it to anyone well. They need to stop focusing on boring forever long safety ads and start looking at how they can take off on time

How can you tell people directly they'll get a refund, then turn around and say "thats not our policy" disgusting

I used to have good impression on AirNZ but not anymore.I was checking in with the Air NewZealand at Dunedin Airport last Saturday May 17 around 2 pm to board on NZ 660 to Auckland. I had two big bags that I was trying to check in. As I was trying to check in one of my big bags, an Air New Zealand staff member came over and just grabbed my carryon suitcase and weighed it. Then, she said it was overweight and I couldn't board. Ok, I told her that I will take care of my carryon once I finish checking in my bag. Then, she just followed me around in the airport and asked me how I am going to get rid of the extra kgs. She chased me around in the airport, weighed my suitcase and constantly asked me to take off extras. She pursued me no matter where I went in the building and forced me to weigh my carryon. It was an extremely stressful check in. I was surprised because I was a customer with some extra kgs in my carryon, not a criminal. But she was super aggressive like she was pursuing a criminal rather than asking a customer with extra kgs to get rid of her kgs. She said her name is Marie Degaunham: not sure it's her correct last name as she didn't allow me to take a photo of her name tag and hid away from my camera. Attached is a picture of her(from the back) and her colleagues. I couldn't take her picture and so the attached headshot is the closest I can get for her look. I know that she is just doing her job but doing her job with that much aggressions towards a customer with a few kg extra weight in her suitcase won't earn AirNZ a good reputation at all.

We travelled home to New Zealand from the UK for the first time in six years last month and can't believe how dreadful Air New Zealand has become in such a short time.

I emailed my complaint to Air New Zealand but Gil - the customer services rep - was totally unconcerned about anything we had encountered including:
- my 13-year-old daughter and I being seated apart on a 14-hour long-haul flight from UK to Singapore
- the return flight turning into a 72-hour slog home that resulted in my husband missing a day of work
- my husband's name being missed from a rebooked flight we had missed because of our AirNZ flight that was delayed by SEVEN hours.

Furthermore Gil gaslit me by claiming incorrectly:
- that AirNZ advises its customers they should checkin directly with its partner airlines Singapore Airlines and United Airlines. This is incorrect. There is no such messaging on the app, none received by email, and nothing advised by booking travel agents like the Flight Centre.

Gil didn't care at all at our inconvenience and stress when my husband's name was missed from being rebooked on a new flight with United Airlines after we missed our connection due to Air New Zealand's flight being delayed by 7 hours.

I have given up pursuing this but from now on will not book flights through AirNZ and will instead book with the partner airlines themselves.

What a bunch of jokers and how embarrassing to have my home country's national airline be so useless.

Horrible. Flown to nz twice in the last 5 months resulting in 3 cancellations. Leaving us sitting outside domestic in Auckland on Christmas day as they cancelled our direct flight leaving us to layover and not sleeping for 36 hours, and the same coming back to nz this time. Now cancelled again on the way back home. Meant to arrive at 9am in Brisbane now they have scheduled us on a layover in Sydney not arriving in Brisbane until 11pm. What a joke. Not as if we have to work and have to now find a way home as we had people available to pick us up and get us into our house in the morning now what? Sit in Sydney then cop the cost of the uber home late at night. Absolutely a joke.