Airnewzealand レビュー 

Never ever on time , never ever take any responsibility for their issues or errors or mistakes. They have gone from best in the world in 2016 to absolutely blood appalling! Good elite member since 2016. What a bloody embarrassment.

Last year I made 3 return flights to Australia via Auckland, after each flight I noticed by good quality luggage had been damaged the most recent flight coped the worst.
I think baggage handlers are deliberately damaging cases because the most recent damage required someone jumping on the case to bend the inner structural frames and fracture the toughened carbon fiber shell

My mum recently flew from Palmerston North to Melbourne. I booked the flight for her as she doesn't travel at all. Her baggage allowance was 1 x 23kg bag. My mum didn't realize that it literally had to be one bag only and she had two small bags. One weighed about 10kgs and the other 8kgs. She already had hey call on so she couldn't take the smaller one. They charged her $90 for a small extra bag when combined the two bags was less than 23kgs!!! They were both matching so had she strapped and wrapped them together, this would have been less than the 23kgs.
$90 are you serious!!! Disgusting! What is the difference between two small bags that weigh less than the allocated amount and one big bag.
My mum is elderly and paid the money as she had no idea and now she had to pay it going back! Terrible. I hope they are not expecting her to pay that in the way back!! Someone needs to get back to me about this asap.

I called AirNZ, to request their assistance, I’m 220 points away from moving to Elite. I have explained that I had booked an international flight on their app not realising that they that they were only going to give me points for only the airnz part. I could have booked far cheaper with another airline but because I wanted to get the status points I used AirNZ. Today they just plainly stated that they cannot even consider my request. So all my loyalty and effort is gone. How will they ever expect me to be loyal.

I am being generous with 2 stars. My first time and hopefully last time flying Air New Zealand. Long 14+ hour flight from Houston to Aukland. No extras for sure in economy. Food was mediocre at best. Free wine added one star. The window was so filthy you could barely see out. Only once was I asked if I needed water or anything. I have never flown an airline with start to finish turbulence but maybe that can't be avoided. Flight attendants were barely friendly. The BIG disappointment came when they said NO WiFi when they clearly promised free WiFi.

My flight on Thursday has been cancelled and changed to Friday. No reason given. As I am travelling for business I had to book Qantas for Thursday. After holding for hours the person made a mistake and refunded and cancelled my return trip as well. So I have had to pay extra and book my return flight with Qantas. It is just unbelievable the poor level of service provided.

God no, never again worst company I've dealt with, walk, swim whatever just don't fly with these and I'm a shareholder. They dont deserve to exist.

On 2 occasions flying from England to Christchurch I had the same rude experience in the domestic terminal of the airport when going on to Invercargill. There was no real help from the majority of the air NZ staff at the desk/booking in stations. I am a senior citizen and had trouble trying to book my onward flight on my mobile. No help from air NZ staff. Just told to book online. Then they walked away. At the desk I was told 20 dollars for one bag the other 35 dollars! I complained this was a total ripoff and Air NZ should be ashamed of themselves! I also told her I will make a complaint about the customer service. She flatly disagreed with me and told me Air NZ is one of the best and always complimented by travellers. Well I totally disagree with that remark! Twice now I have experienced the same rudeness. At the same domestic terminal in Christchurch. And I'm sad to say I am a New Zealander.

OMG, I wish I had read this reviews before I was traveling with this airline. Worst EVER!!!!! I had a flight booked from New Plymouth to Auckland this morning at 09.35. I had a flight from Auckland to LA at 14.50. It gave me plenty of time!!!!! Ohhhhh, but how stupid could I be..... They cancelled my flight, so I then explained very nicely and claim that I had a flight from Auckland to LA departing at 14.50, it would be great to get on the next flight out at 11.20, but noooooooo, fully booked,they didn't even try to work something out, the answer I got was"we are not responsible for your next flight". So I had to change my flight out to the next day. I spent over 5 hours at New Plymouth airport waiting for my flight,with no offer of food or drink from Air New Zealand. So it is said, this is a reoccurring this with this airline from New Plymouth. All of their flight were delayed in to Auckland that day. So I would STRONGLY advise anybody that has connecting flights that are flying out from New Plymouth, go the day before and do an overnight on Auckland. Do not depend on Air New Zealand having anything on time!!!!! So it is said, this is not my first travel , I have been traveling since I was 4 years old, I am now 61......I have never experienced anything even close to this before!!!!! I wouldn't even have put 1 star on her, but I had too otherwise it would not let me submit my review. Happy and safe travel on your next adventures everyone!!!!! 😇🌞😇

Travelling from Australia to NZ return - delays both ways, multiple gate changes, holding pattern on way home and generally disorganised flight schedule.

Tried booking online multistop 10 Times.
entered my details for 3 of us,credit cards airpoints numbers,everything 10 times,only to be told every time that WE ARE PROCESSING YOUR REQUEST.
After about 10 seconds are informed the service is currently unavailable,contact our service team.
So me being the sucker i am,i actually phoned AIR NZ ,
Gave them all our details yet again,
Now the price has increased from $4116 to $5300.
What a scam of an airline.never again will i use them.
My airpoints are worthless
AIR NEW ZEALAND pathetic

I planned my flight well in advance from Auckland to Fiji and also domestic flight time in Fiji. Suddenly air New Zealand change the flights which overlaps with domestic fares. Domestic fares cost a lot. Air New Zealand does not take responsibility for changes in domestic air fares. Its not my mistake. Its air NZ who spoiled the plan and changed the flight and does not want to pay the difference. they want to refund my air fares but buying a new ticket is more expensive. They are not customer focused. So please if thinking of travelling air NZ and have connecting flights think properly. Customer care is pathetic, worst experience, does not want to listen and cant think from customers point of view. also hang up on customers. Please don't travel air NZ.

Firstly they lied and said a refund would be provided in five days.
After 2 weeks, hours over the phone being left on hold - them hanging the phone up when they looked into the multiple mistakes they had made and not wanting to explain the mistakes I found one decent human who did take the time to explain their mistakes to me and escalate to their team manager. Note I had already spoken to supervisors who had lied in multiple occasions, shouted at me and proven they do not understand their basic business processes.
It then took 3 weeks to which point I had to cancel my flight to see my family and lost a family member I will never see again because of air Nz.
Their exec team are useless and have only offered a hamper to date as compensation. Oh and air points which I did not agree to.
I have a silver membership and also applied for an upgrade which the request receipt details you’ll be notified in three days, even the exec team won’t explain why air Nz advertise they will tell you in three days but they refuse to.
It’s false advertising and there is no point in having KORU membership anymore as your benefits mean nothing.
Even with my “fully flexible flight” ticket I was supposed to get refunded weeks before Christmas was not flexible - they advertise I pay extra for a flexible flight meaning I should be able to change it and cancel as I please however you can’t change the flight yourself you have to call them up to which they want to charge you $25 to change it - again this is false advertising
Air NZ should be ashamed of themselves!!
Spend your money else where
To think the tax payer bailed them out and their exec team still have no clue what customer service is and Greg Foran says that they will fix it- clearly not Greg
If this is how you lead by example no wonder your staff are unprofessional and have no idea what they are doing

Travel with AirNz 4 times a year to fiji. I book well in advance as I have to get from a to b in a short period of time. After booking 1 month later they decided to delay the flight by 1 hour, then once at Koru lounge on day of flight decided to delay another 1/2 hr as plane had to come from New York for fiji, how stupid to do that to your customers, a flight from New York, winter in New York, of course there will be delays . 3 hr flight to fiji totally ruined my times I booked and transfers and arrival times. Start looking after your regular customers please. Food at fiji koru was always my favourite as a great selection, this time it was awful breakfast no variety and only a few things to choose from. Disappointing when we spend so much a year for Koru. Premium was good getting from one plane to the next but on leaving fiji once through we still had to join the long line as only business class can go through the quick area. We need to also get through if paying for the priviledge.

Air New Zealand use to be very good with there flights but recently, flights have been delayed and canceled, I was suppose to be flying out today to go Melbourne from Auckland on Flight 127 but was canceled and also my flight from Melbourne to Auckland was delayed like 3 times and had to wait for 3 hours, so pathetic Air New Zealand never flying with Air New Zealand again, becoming worse air line now

The main reason for the high rating was because of a certain gentleman by the name of Torsten Jenke, Airport Operations Manager (Offshore Airports) Airport Operations. When our recent flight back from Perth to NZ was cancelled with no notification prior to our airport arrival this person proved to be Masterclass.
He made the difference of us giving Air NZ another chance. Torsten is more than a great asset to Air NZ, a manager proving to make a difference. Thank you for all your time Torsten.

LAMENTABLE
Décembre 2023
La compagnie la plus lâche et la plus méprisable à ma connaissance. Ils m’ont fait vivre un vol infernal de retour de voyage de noces. Non seulement à cause d’un retard (de leur faute) nous avons loupé toutes nos correspondances et nous avons mis 46h à rentrer au lieu de 28h (sur des compagnies deux fois moins cher pour eux que ce que nous nous étions payé), mais en plus ils ont perdu ma valise (TOUTES mes plus belles affaires). Ils ne mettent rien en œuvre pour la retrouver. Ils ne répondent pas aux centaines e-mails envoyés, ils me font tourner en bourrique en prétendant avoir fait livrer ma valise à une date où j’étais en déplacement et quand j’en demande la preuve, plus personne ne répond. Je n’ai pas de mot pour décrire ce que je ressens mais à cause d’eux je n’ai plus rien et je ne compte pas en rester là !

I can’t fly because of illness. I rang (35 minute wait) to cancel and refund - no refund, I need a doctor’s certificate. So next day I saw my doctor and got the certificate. I sent in to the email address they gave me and got an acknowledgment. Since then, nothing. They are dealing with me by letting it slide until the day, then they can cancel without any refund. I used to be a loyal customer but now will avoid wherever possible.

WORSE CUSTOMER SERVICE I HAVE EVER HAD!! SHOCKING!!. My son was on NZ8161 to Gisborne on 15/1/24. We PAID extra as he was an unaccompanied minor- Harlan Pere. Hes 11 [his brother was travelling with him but he is 13]. Checked in for the flight at special assistance as normal. Flight was slightly delayed. Then flight was called. Lined the boys up in the line but was very surprised as all their previous flights- [a couple times a year for the last several years] unaccompanied minors have been called first. EVERY SINGLE TIME!! When the boys got to the gate and swiped their boarding passes, that's when the gate agent realised there was a minor on the flight. Kelly, the most unprofessional, rude and disgustingly inept gate agent i have ever met, then decided the boys needed to stand to the side and be boarded last. THIS HAS NEVER HAPPENED BEFORE!!. When we queried why they weren't called first Kelly informed me that Air NZ NEVER calls for unaccompanied minors before a flight and she had never done this in her 8 years working there. THIS IS A LIE!! When I asked to speak to a supervisor she said she was the supervisor. When I asked for someone higher up to make a complaint Kelly told me she was the highest person. When I asked for the name of her supervisor so I could make a complaint she refused to give me this information as well as her last name. All of this was getting very loud - she was just as loud, and I had to tell her several times to listen to what i was saying and not talk over me. At this stage there is approx 200 people in the AIR NZ departure lounge listening to this heated discussion. As well as the boys who were confused why there were being held back. No one explained it to them from Air NZ. I went back to the Special assistance desk and they pointed me to the Premium check in desk and I spoke to Marianne - Team Manager - who listened and confirmed that Kellys behaviour, attitude and customer service was abysmal. Several people I don't know came up to me after and said it was shocking and I should complain about Kelly and her disgusting incompetent service. Mariana did her best to listen but Kelly is disgraceful. I have paid extra for this service, been lied to, been yelled at, been dismissed and made to feel like we were the issue as we didnt bring him up sooner when we were never informed by Special Assistance this was now a requirement. If the policy has changed [which Mariana confirmed hadn't] or Kelly didn't pick up there were unaccompanied Minors on the flight all she had to do was apologise and say a mistake was made. Not flat out argue and lie in front of 200 people that she was right and MINORS HAVE NEVER BEEN called in her 8 years doing the job. I would appreciate some follow up on this and a call back to discuss further.

Flight was cancelled two days in a row before Christmas after having paid $500 for a one way domestic flight. I needed to get north urgently due to serious illness in the family. In response to this required urgent travel, I had to cancel $500 worth of original Christmas plans in preparation for flying up north. As a result of the cancelation two days in a row, I was unable to support my ill family member, and I forfeited the $500 I spent on my original Christmas plans.

No compensation or explanation, other than "operational requirements " offered. The Hokitika to Christchurch service is notoriously unreliable but also one of the more expensive ones. I expected better than two canceled flights, two days in a row! At least offer a shuttle service where a flight can be taken from. Poor poor service from a company that has the regional flight monopoly! Take a bus if you can! Do not support this company if you can avoid it!