Airnewzealand レビュー 

Loyal Air NZ customer for decades, but recent experience felt that branding was more important than actual service. Cute safety videos, smiley cabin crew, kiwiana. Lovely. But an airfare 3x what my wife paid using Jetstar to join me on same family event. A 1kg rolled mat, as a gift for Maori hosts, cost $200 in excess baggage, and camera case at 7kg on one leg $130. Flight out of Cairns was delayed because of engineering issues for an hour (cargo door seal alert - apparently a common thing). Seats hard and crammed. Food ordinary. What I would expect from a budget airline, but not for the price I paid ... months in advance to get a fair deal. Sad to leave memories of quality Air NZ behind, but like many trusted names in NZ today, it seems to have focused on leveraging branding and profit for shareholders above service for customers. Very disappointed.

Terrible. Constantly canceling flights
Do not book with them

We flew AKL-LAX with friends and the cabin crew we got lumped with was very rude and dismissive, and not only to us. We had a meal issue which he dealt with in a really unfriendly way by literally throwing the tray onto our tray table. A passenger behind us tried to talk to him about her meal and was told to 'settle down'. I don't know who stole the jam out of his donut, but that kind of attitude isn't ok in any customer-facing environment.

On our return to NZ we were delayed by the tech crew accepting (or being told to accept) rush cargo, which led to us missing our connecting domestic flight. We then had to see baggage enquiries re a damaged bag which was really badly handled, with us feeling like WE'D done something wrong. Eventually that was sorted. The staff at the next desk were helpful, thankfully, and got us onto a subsequent flight with minimal further delay. The Air NZ woman that took the bags however was curt and unpleasant.

As others have said they're not the premium airline they pretend to be - they overcharge and under deliver.

We plan on avoiding Air NZ in the future, wherever possible.

Yet again, flights to Kerikeri get canceled-this time due to fog. They canned the flight very quickly and the fog miraculously cleared. Hours later...our rescheduled flight is delayed an hour. No reason given for this one. Perhaps there are too many seagulls in the air.

No longer a premium airline, only premium prices.

Service and standards have dropped so much, it's disappointing to see. Don't waste your money

Delayed, don’t give a shit, tell u what u wana hear didn’t make stop overs twice. Just ridiculous service no communication with our bags still stuck in singapore sonewhere

Be cautious when booking online with Air New Zealand.
Unlike many other airline or travel platforms that temporarily hold your fare while you complete payment, Air New Zealand’s system does not. I went through the full booking process — selected seats, entered my payment details — but when I tried to finalise payment, the system refused to process it and forced me to start again. By that time, the fare had increased by around 18% for the exact same booking.

This feels very misleading and leaves a poor impression for first-time customers.

NZ432, 16th of September, 1.45pm flight Wellington to Auckland. My parents and i flew from Wellington to Auckland. We were helped by two very helpful ladies at the airport to have our seats organized together ( from separate seats), all good. We were asked to board the plane first due to my mum’s not mobile enough, she had to sit on a wheelchair. I helped mom, father walked along with me, took some time finally got to the second to last seats, sat down. Because the flight was at 1.45 pm, we had a brunch in the mid morning so all of us were a bit hungry. So I asked the flight attendant ( a bit solid build lady) standing at the back if there would be some snacks during flight I told her why I asked. She said yes, then she gave us a couple of snacks each, I was quite appreciative and thanked her. When the plane took off, she and another thin & tall lady flight attendant start giving passengers snacks, she skipped us, my father told me would like to have some water, asked me why she missed us? I told my father never mind and to wait till they come back she might have forgotten about us, but I was wrong, she skipped us again. There was a lady passenger sitting behind me pat me on my shoulder said I should ask them. I said I would. After I realized that she had no intention to serve us, I asked the thin & tall flight attendant that we had been missed and we would like to have a drink， she kindly gave us water and tea. My parents have flown with Air NZ ( and other airline too) always on business class, they have a very good experience with Air NZ until this time. We felt that we were purposefully being missed for what reason I don’t know, was it because I asked about the snacks? I am not sure, although we had our snacks before everyone else, but we would not ask for the second time for sure. Would the snacks bothered her so much? Or did she has a bad for whatever reason? My parents and I talked about it the other day which made me to put it in writing here, we felt hurt. My name is Hong Tao, mother Ruiping Zhang, father Yi Tao

Flight from Queenstown to Auckland,flight cabin crew really disappointed service.

I am going to buck what appears to be a trend of lack of service, recently we had to change some flights and return urgently for a family emergency from Nashville to Auckland, from the start the customer service lady we spoke to at Air NZ could not have been more helpfull, and although we had not booked transferable flights home orignally she was just so helpfull in getting us good seats on the flight we needed.
I had also put in for one up upgrdaes for our orignal flights home, which we subsequently lost as we did not take that flight, once back in NZ I made contact with Air NZ and was able to get the credits for these put back for us to use at a later date.
The whole deal under very stressful circumstances was very very good, thank you Air NZ!

I'm adding to the already long list of dissatisfaction expressed with the way Air New Zealand is now treating its supposedly valued customers.
I flew on NZ174 on 30 Sept 2025 from Perth to Auckland. I booked and paid for my tickets through my travel agent on 24 June 2025. I paid extra for a 'chargeable pref. seat' number 34J. I chose this seat deliberately as it's an aisle seat in the front row of the economy seats and within easy access to the toilets.
When I went to check in on the mobile app I found that I had been re-seated to 47A which is a window seat in the second row of economy in that section. Not at all what I had booked and paid for 3 months prior.
I tried calling the Perth customer service number - no answer. I emailed my travel agent, she phoned customer services in NZ and was given every excuse under the sun including that 34J had been allocated to 'someone in need'. That someone in need I found out when I went to the loo, was just an ordinary person like me.
AirNZ has always been my airline of choice but no more. I feel sorry for the people on the ground and in the air who have to put up with complaints from customers. Its not their fault as they're just following directives from the top brass, hell bent on making money and who are protected from their poor decision making by their employees. And while I'm at it, what happened to a decent meal not served in a cardboard box?

Absolutely hopeless, seems every second flight is delayed. Avoid if possible.

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.

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