Air New Zealand Reviews 66

Air NZ cancelled my domestic flight which was due to weather so not airlines fault. The issue is in trying to get my money back from them which is proving difficult. They refunded part of my money and I am now waiting four weeks for the rest. Contacting their chat function provides no help whatsoever they just say they are looking in to it and leave me hanging with no updates and still no money. If Air NZ cancels the flight the refund process should not be so cumbersome on the individual. I just want my money back.

Fees on fees at check in for anything possible, they are the ryan air of the southern hemisphere, avoid

What absolute chaos at Auckland airport. Our 1 hour flight to Christchurch was ultimately delayed by 9 hours! There had been fog at the airport during the early morning which had a knock-on effect for the rest of the day. My flight was continually delayed until being cancelled at the very last minute. Air NZ help desk was manned by 2 agents attempting to rebook passengers resulting in a massive queue and a wait of around two hours. No apologies, no staff giving information and no compensation or food/drinks vouchers. Unbelievable for a national airline in its home city. They no doubt will plead that they cannot control the weather. However when fog is forecast and the runway landing minimums are increased (due work in progress) forward planning should have been in place and at a minimum fill the airport with staff to help.
If at all possible avoid Air New Zealand

Booked through Webjet. Flight cancelled. Accepted the not ideal alternative. Moving work commitments, medical appointments, car hire, hotel etc (was told in the email this would be my alternative flight).
Was then told my flight was changed again. As I'm flying for compassionate reasons, the second change wasn't suitable. Phoned Customer Service who 'coldly' informed me it was nothing to do with Air NZ. Went back to Webjet who advised Air NZ needed to approve the refund. Seriously!! Where has Customer Service gone and how does an airline think we all just sit around waiting for when flights that are convenient to them, without thought of how it impacts multiple areas of someone's life??! Sorry to say as a kiwi I doubt I will every fly Air NZ again.

My experience with Air New Zealand was extremely disappointing. The flight attendants were unprofessional and unfriendly. It felt like passengers were treated as if we were travelling for free rather than paying customers.

The food options were very limited, and there wasn’t enough supply for all passengers, which is unacceptable on a paid international flight. Blankets were also not available, which made the journey uncomfortable, especially on a long flight.

What concerned me most was the behaviour of the cabin crew. There was clear favouritism, and it felt discriminatory. This kind of treatment reflects very poorly on the airline and its training standards.

Air New Zealand seriously needs to improve staff training, customer service, and equality in how passengers are treated. I would not recommend this airline based on my experience.

Unable to contact, dropped calls and "chat with a human".
Terrible experience. If I could choose a different airline I would

Ripped off! Air NZ website 20% or more expensive than other sites like google flights , Skyscanner or kayak in comparison to exactly the same routes and flights time. Spoke to their premium call centre they don’t offer price match and the agent admitted other sites cheaper due to competition Air NZ can’t compete. So consumers be smart when you looking for deals . Yours big lost Air NZ. !!!! We spent $$$$$ elsewhere from now.

The Service Desk at Auckland Domestic Airport has the most unfriendly, miserable people working there. They need to review some of the staff and get more friendly helpful staff. We flew out on the 1st Jan 26
and at about 7.30 I approached a woman with her pulled back hair - no smile just this look of misery and stink attitude.

Checking in my dog for a domestic flight of 2 hours was beyond stressful. Air Zealand now removes water, and soft toys, even a hoodie as it’s a too greater risk for the dog.
All they have is their bed.
Meanwhile the rest of the world are allowing pets in the cabin.
Very very disappointing Air New Zealand. Embarrassing to say the least.

Extremely nice crew, lovely airline, 100% reccomend.

Having offered a pretty scathing review of a recent flight from Singapore to Aukland (airport chaos, the awful herringbone pods on the plane and all-round tackiness … this flight (Aukland to Vancouver) with the new business class configuration, good staff, and everything working was something of a relief. NZ can still do it (sometimes).
Recent domestic flights in-country were ok-ish. Delayed, packed …. But the app works well with updates etc and they did the job (but they are pricey).
Unlikely to choose NZ again unless the overall performance picks up

Long haul flight from Tokyo to Auckland operated by a contracted company without telling passenger. I flew in Premium Economy and the service was very poor, entertainment system didn't work, a very limited number of movies available, furniture wobbling. After an official complain Air New Zealand provided very vague explanation for this very disappointing experience and awarded me 60$ compensation....
Never again

As a traveller who has used AirNZ for over 40 years, I am deeply disappointed by the decline in flying with them. I don't know what the problem is but there's a certain dismissiveness with the crew. Not all have this unfortunate attitude but the few that have certainly degrade the experience. I just flew Business Class to Vancouver and was seated in my seat and noticed there was a little sticker on the fold down table. I never gave it any thought until the dinner service started and discovered that the table wasn't functionable. I was disappointed that they gave me seat with the knowledge that is wasn't operable. They stood there with my meal and wine in hand without any idea what to do. The head steward came and offered to move me to a seat that had a working table or she was authorized to give me sixty dollars. There was a third option but I was so upset that my mind was reeling at the sixty dollar offer and I didn't hear the third option. I asked her why I had to make a choice when I made the choice to fly AirNZ and go business class so there wouldn't be any issues. I was wrong. Sixty dollars for a flight that cost $3,500 above the next level seat and I had to make a decision. It was made plain to me that I had to decide quickly as they were very busy. I formally complained when I returned to NZ and AirNZ offered to raise the amount to $ 120 and it would be added to my airports. I told the nice woman that under the circumstances that they must be in, keep the money.
It'll be my last flight with them as this and the last two flights to North America were so late leaving Auckland that I missed my connecting flights.
Bon Voyage AirNZ!

Domestic flights are horrendous. Almost 50% are delayed. No communication between departments. Has become pretty unreliable in general

Travelled as a disabled/wheelchair passenger NZ to Narita and return. Can't fault them. Kind, considerate, efficient and helpful and with a sense of humour all the way. Good food, and service from all.

Auckland to Houston - NZ28
The staff! Not just the crew, but literally every airport, from check-in, gate counter to airline crew were absolutely flawless.
If we had questions, they were answered immediately. On the aircraft, any concerns were answered. They even drew us a helpful map to show us where to travel across at the arrival airport. They didn't have to, but they did. I was just hoping they had advise. But they really went above and beyond. Amazing people.

They do cost more - no question. BUT their service always excellent and the staff food wine always great. If only they were cheaper….

Air New Zealand is nothing more than a greedy, money-grabbing organisation. Your only focus is on manipulating and ripping people off their hard-earned savings while giving little to nothing in return. Shameful, disgraceful, and utterly disappointing.

Poor communication and inconsistent baggage information

I booked my Auckland–Singapore flight through Singapore Airlines, operated by Air New Zealand. Prior to travel, I contacted both airlines to clarify the baggage allowance. Singapore Airlines directed me to Air New Zealand, and AirNZ’s customer service informed me that excess baggage would be charged per bag.

However, at the airport I was told the charge was per kilogram at $51/kg, which was entirely different from what I had been assured. This inconsistency caused unnecessary stress, wasted time repacking, and ultimately meant I could not bring items I had planned to pay extra for.

The core issue is not just the cost but the lack of clear and consistent communication. As a customer, I did my due diligence by confirming with both airlines in advance, yet I still received conflicting information.

I understand that partner airlines may have different baggage policies, but the customer should not be penalized for this lack of coordination. Unfortunately, this experience was frustrating and disappointing. If alternatives are available, I will avoid flying with Air New Zealand in the future.

Tried to book an extra bag from Canada home to NZ. Booked and paid for the flight with Air NZ but oh no...not possible as they use a partner airline and in the too hard basket to add a bag this way - even though the international part of the trip is with Air NZ...only option to pay at the airport, which will likey be double. When I asked what will your partner airline charge, their response..."oh you will have to contact them" UNBELIVABLE. Yet again Air NZ lets its customers down. In future will try and use any airline BUT Air NZ. Totally inflexible, it's their way or the highway.