Airnewzealand レビュー 

Rubbish! I just booked a flight for my mum and paid with AMEX. When I clicked “Pay”, the page reloaded and redirected me straight to the homepage. No booking confirmation, nothing.

After contacting support, they confirmed it was a bug on Air New Zealand’s side. Now over €2,000 is tied up, and that’s not a small amount of money to have unavailable because of an error on their end.

Absolutely unacceptable. Air New Zealand needs to take responsibility for their crappy site and sort it out ASAP.

The initial experience wasn't great... the first flight from China to Auckland was delayed by four hours due to a pilot-related issue, and Air New Zealand told us to contact our travel insurance provider ourselves—which I find unacceptable, as they are the ones who should be handling the claim directly. Secondly, on the return flight, they made us pay because our carry-on bags were slightly overweight, even though our checked luggage was well under the 23kg limit. It strikes me as an airline that lacks empathy for travelers; their only goal is to take your money—they operate just like a low-cost carrier.

WORST checkin experience at Queenstown airport, thanks to the philipino lady and kiwi lady. no meals on flight being a full service airline? that's why air NZ will never compete with Qantas. Will never fly again. I can see why there is nothing happening in NZ.

Over the years I've been a loyal member with air new zealand and have always been a supporting member with them. Unfortunately over the years this airline has continued to loose customer support and loyalty with cost cutting and price hiking to name a few. Sadly this does mean my departure with them in favour of more supporting airlines

Extremely unprofessional staff , no empathy to elders at all do not fly this airline at all cost , checking staff at auckland move like snails during busy period

I appreciate that Air New Zealand ultimately provided a credit for our flights, but it took several weeks of back-and-forth communication to get there, which was incredibly frustrating during an already stressful time.

We were dealing with a genuine family medical emergency overseas. A close family member suffered a stroke and was unable to travel to New Zealand. We provided medical documentation and weren't asking for a refund. Instead, we simply wanted to apply the value of our existing tickets towards flights to Ireland so we could visit them, which would have resulted in us spending significantly more money with Air New Zealand.

Despite the circumstances, we repeatedly received the same "non-refundable fare" response, with little apparent consideration given to the exceptional situation. While I'm grateful that common sense eventually prevailed and a credit was issued, it should not have required so much effort and escalation to reach what felt like a reasonable outcome.

The final resolution was appreciated, but the overall experience left us questioning whether compassion and discretion still have a place in customer service. How many other customers facing genuine emergencies simply give up after being told "no" repeatedly?

Air New Zealand has reported significant financial challenges in recent years, but surely retaining customer goodwill during exceptional circumstances should still matter. Is the CEO and leadership team aware of how difficult it can be for customers to obtain a compassionate review of cases like this, and are any steps being taken to improve the process?

Staff so rude and unempathetic, only give importance to business class passengers, toilets dirty and broken, cleanliness poor, entertainment not changed for 1 year

Just went to Napier Aurport to meet an Aur NZ flight from Auckland. Flight was showing on their website as being 25 minutes late. The arrival time came and went with the flight still listed as arriving - both online and on the airport boards. After waiting for 20 minutes more we got a call from the passenger we were to meet who was back in Auckland. The flight was turned around for mechanical issues about 30 minutes out of Napier but Air NZ failed to update any of the arrival info on any of the platforms. This is just outright slack, and snacks of an organisation that doesn*t give a dam. It's a far cry from the airline they once were.

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.