Airnewzealand レビュー 

Very expensive !! Thought we got a alright deal on flights, only to pay a extra $120 on bags!! Not to mention no meals included , couldn't even get a complimentary can of coke. Qantas offers as many drinks as you want during flight. Service was just... ok. Nothing spectacular. Would choose qantas in future

When “Manaaki” Falls Short: A Disappointing Experience on Air New Zealand Flight NZ281

Flying with Air New Zealand is often associated with warmth, hospitality, and its well-known value of Manaaki — a promise of care that goes beyond expectations. However, my experience on Flight NZ281 on 9 April Singapore to Auckland sector told a very different story.

From the outset, the service lacked the attentiveness and courtesy one would expect from a full-service airline. What stood out most was not just inefficiency, but a pattern of dismissive behaviour that, at times, felt uncomfortable and targeted.

During the flight, a cabin crew member addressed a passenger — an Indian flyer — with the remark, “Patience sir, keep patience, I’m coming there.” While the words themselves may seem harmless, the tone conveyed impatience and a lack of respect, creating an uneasy atmosphere. Professional service is not just about what is said, but how it is said — and in this case, it fell short.

The situation worsened when another crew member (mid-aged short haired Indian woman), accidentally spilled water on me while serving another passenger. Mistakes can happen, but what defines good service is the response. Unfortunately, the apology was minimal, and when I requested napkins, they were never brought. Instead, the crew member continued serving others and appeared to forget entirely. I was left waiting for around 10 minutes before I could get assistance again.

Equally frustrating was the lack of basic service when it came to drinking water — a fundamental necessity on any flight. After being assured I would receive water “very shortly,” I waited nearly 30 minutes with no follow-up. I had also requested my water bottle to be refilled; the crew member said she would return after completing the drinks trolley but never did. Eventually, I had to call another hostess to resolve something that should have been handled promptly.

Taken together, these incidents painted a picture of neglect and poor service coordination, not only with me but with other passengers as well. Rather than the attentive and caring experience promised, it felt closer to that of a low-cost carrier where service is secondary.

For an airline that prides itself on Manaaki – taking care further than any other airline, this experience was deeply disappointing. Service is not defined by branding or slogans, but by consistent actions and respectful interactions with passengers — regardless of their background.

This is not just feedback, but a call for reflection. Every passenger deserves to feel acknowledged, respected, and cared for. Unfortunately, on this journey, that standard was not met.

We have been loyal Air NZ travellers using them several times a year. Constantly we have been let down by them with delays and disruptions. Latest flight they have now changed the day, the time and we can't even sit together. Very disappointed with their poor service and lack of care for their customers.

If there is 0 Star, I will choose it for New Zealand Airlines. We took Business Class NZ78 from Taipei to Auckland direct flight on April 07, 2026. The service is horrible with worst attitude from the moment we entered the 787 Air Craft to the time we got off.
The flight attendant threw the menu to you and ask what do you like to order without any explaination..I didn't have my reading glasses with me and asked for explaining the menu for for the dinner choices... The flight attendant showed bad attitude and threw out a few options... and I ordered quickly under the bad impatient attitude .... after the horrible service dinner, the cable clothes, drink cups was left and not collected through the flight... when I pressed the service button, Zero Response... till I stood up and went to ask her to come to clean up... both my wife and I have been traveling around the world that Africa, Central, South America, India, Sri Lanka,.... This is the worst we have ever experienced....

This is the worst airline I have experienced in my entire life. The overall service was extremely disappointing from start to finish. The cabin crew appeared unprofessional and inattentive, and customer service standards were far below what is expected from an international airline.

The food service was unacceptable—the meals were poorly presented, served on low-quality disposable dishes, and the utensils were visibly dirty, which raises serious hygiene concerns.

The aircraft itself felt very outdated and poorly maintained. It did not inspire confidence in terms of comfort or safety, and the overall condition made for an unpleasant journey.

Additionally, the cabin attendants are over 60 years old (Milf) and attitude toward passengers was concerning. There appeared to be a lack of respect and fairness in how customers were treated, especially toward international travelers, which made the experience even more uncomfortable.

I would strongly advise others to avoid this airline unless absolutely necessary.

Paid for an online booking using POLi. AirNZ took my money but did not actually book the flights. Spent literally hours on the phone and chat trying to arrange a refund. Finally told they would not refund for "at least ten working days". No actual date when I can expect a refund. Not even an apology. Terrible.

Très mauvais expérience avec cette compagnie.
48 h de retard en tout.
On a du payer 2 nuits d’hôtel en plus en Nouvelle Zélande et on a perdu les 2 nuits d’hôtel réservées au Fidji.
Aucune prise en charge financière par la compagnie.
4 h d’attente à un guichet : on n’a été victime de discrimination, aucune aide, aucun respect. Notre problème réglé en 5 minutes ( il y avait un vol le lendemain, nous on n’a attendu 48 h pour avoir un vol)pendant que les néo-zélandais restaient 30 minutes pour qu on leur trouve la meilleure solution.
Quand on n’a a demandé pour la prise en charge des 2 nuits supplémentaires en Nouvelle Zélande. On nous dit que c’était pas leur problème et de dégager .
Je suis encore choquée par cet épisode.
Compagnie à éviter , on ne prend pas soin des clients quand il y a un problème

We had tickets for two flights on Air New Zealand. First was auckland to rotorua, no problem. Then we were supposed to fly rotorua to wellington and connect to Nelson. The first leg was a mechancal cancellation. the airport staff arranged a bus, but it would not get to Wellington to make our Nelson flight. So we rented a car. I paid $689 for the two flights. Today I got a refund of $10, new zealand currency or $6 usa. what a joke.

I will never try to fly air nz again. I had originally booked my flights to Ireland with emirates but due to the conflict in the Middle East I needed to change so booked with air nz. On 29/3/2026 I checked in and went through security. Then the flight to Auckland was cancelled. I joined a queue for nearlyn2 hours to rebook. The reason for cancellation was given as weather even though I heard a member of staff tell someone that the crew had gone over their hours ! It was the only flight cancelled that afternoon . Air nz rebooked me with emirates which was a lower cost due to the conflict. When I went to check in with emirates I was told that I would need to pay for my second case $433 for the privilege of that. I now have to try and claim the balance that I paid air nz for my ticket and the stress this has caused me . I travel to nz from Ireland at least once as year as do other members of my family. I will never travel with air nz again .

Air New Zealand is a shadow of its former self, their system are dysfunctional, they have multi-hour wait times on phone calling and their auto chat bot provides no meaningful assistance. Hideous service if you need actual assistance but not bad once you actually get on a plane.

On way from Christchurch to Auckland, then Sydney. Flight delayed because of fog, then hours later, cancelled at short notice. Air NZ simply said “pick up your bags and leave”. The poor staff at two counters were overwhelmed and unable to help. Spent 4 hours online and holding on phone for two hours - no contact. Chat bot useless and timed out twice when I reached head of queue. Stuck in in NZ, dont know whether to book another night and no info whatsoever out of Air NZ. Wont ever use them again - great as long as there are no problems.

Air NewZealand premium economy cabin service with excellent food and quality New Zealand wines on the Auckland / Hong Kong route is the exemplar for the rest of the industry to aspire toward. Pity they reach so few destinations in the Northern Hemisphere

SeeNever again.

Cancelled flight. Used AI/ algorithm to manipulate their site into trying to convince everybody that there were no seats available in other flights.

So had to ring CS. What a joke. The management have brain washed the staff into a dialogue that manipulates the customers into accepting either a crap seats or no seat and another flight.

Meanwhile I had found better seats ,(After clearing cookies) and when I told the guy on the phone he admitted to the deception and gave us the seats we wanted and originally booked (extra leg room).

Then we had to re book our connecting flight the day before inorder to connect with the cancelled and changed flight... And they would not pay for accommodation.. why? .. cos we didn't book the a Air NZ flights in one booking. ,

Air NZ are so expensive and their services are so reduced THEY WILL DISAPPEAR UP THEIR OWN GRINGO VERY SOON.
Bye bye💪

EVERYBODY I talk to drives between nz destinations now.

Air NZ are responsible for NZ roads being overloaded.
By the way the next day the Whangarei to Auckland flight was priced at $800 per person...

Yip 800 smackers!!! FFS you can get a taxi, a night in Auckland and a slap up meal for that... Why fly in the sky and potentially die with Air " screw the Kiwi owners/ tax payer"

The Government needs to step up and kick their profit model to touch.

Terrible business, operation is border line like the mafia.
If the deal that thy sold you all of the suddenly is not longer extremely profitable they will blame the weather and cancel your flights.
But they not going to do that in advance
They will get you to come to the airport, wait hours, and delay it multiple times, only to in the very last minute they will cancel the flight and leave you stranded somewhere, barely an apology and no refund due to unforeseen circumstances even though in the speaker they advised that the very first 3 delays were due to crew requirement.
Now we stranded in a Friday and the only next available flight is Sunday
I flew here for a international race that I was going to be part of and now will miss the even, 10000s of dollars lost and will have to find a hotel, a cab etc
Never ever again. I understand that’s a war happening but if you canceling due to petrol prices advise us prior don’t bluntly lie to us and last minute change so you don’t have to refund us.
Pathetic business

Paloma was the lady at the gate scanning our boarding pass in Wellington, she lacked any personality whatsoever, was rude and obnoxious, and made me feel as a travel agent I will only ever recommend Jetstar now, this was a totally horrible experience from start to finish.

However, all was saved by Jenna on board the ATR from WLG to CHC, she was the most personable AIR NZ Rep that clearly cares so much about her passengers as much as her job itself, she is a testament to the airline and literally reinstilled faith in our national airline for me. Thanks for a most enjoyable flight and chat, you are incredible at your job and in just the right place. Kudos, and see you next time! Ma te wa.

ridicules customer service... changing flights only via phone,.. waiting time from overseas 45min. Chatbot,.. for ages with cumbersome link accessibilities.... next time SQ again hands down!

An absolutely horrible flight. Business class had herring none open layout meaning passengers look directly into face of another. I can safely say that almost ALL passengers were stunned and horrified by the unusual terrible layout. The crew were obliged to apologise repeatedly to us. The lie flat bed has to be made up by the crew crawling in elegantly onto the hole we are forced to sleep in. Food was also bad. Breakfast was a dried up finger picnic sandwich. The worst experience ever. To be avoided always

You will see a flight price, then get an error booking it, then when you refresh and try again the flight will go up by +15-30%. It has happened to me twice today, whilst trying to book different routes to Europe. Shame.

I booked a flight for my son who lives in Wellington to attend a job interview in Queenstown. Paid for a fully refundable fare (just in case) which cost, wait for it $900.00. He got to the airport 90 mnutes ahead of flight after checking that it was on time before leaving his flat. After getting to the airport after 20 minutes Air NZ announce flight is delayed for 90 minutes as it needs to be refuelled in Auckland (would have thought that might have been planned for). 20 minutes later they announce flight cancelled, apparently it can't leave Auckland. Queue at the airport is massive, go online to get a refund- but no, all I can do is reschedule or get a credit! So rang the help desk- due to industrial action wait times are longer than usual- maybe put more staff on to cover a known event? After 40 minutes waiting- gave up. Now online waiting for a chat bot to put me through to a human, been waiting for 30 minutes and still 14 ahead of me in the queue. Air New Zealand are REALLY REALLY poor, this is the 5th time in the last 18 months they have cancelled or delayed a flight for us. I would advise to actively avoid this airline, they are unreliable, expensive with only at best average service. Jetstar for most NZ routes are 50%+ cheaper than Air NZ and have a better punctuality record.

changed flight a day earlier with less than 24 hours till the new flight departed

removed the skycouch we had booked on the LAX-AKL leg

took the window seat away and put in middle seat instead.

s-h-i-t service