Airnewzealand レビュー 

International business class is a disgrace

Seats are terrible, and the roll out of the better layout is delayed.

Food selection is poor. Staff will skip people in your group to try force you to eat a less desirable dish as they do not stock enough of the better options. No emails prio to departure either to request people choose their food.
We all wanted beef, but my wife was skipped by the staff and she ended up with options that she didn't want.

Most of the staff are great, but some are rude and don't like that we all wanted the beef.

They don't stock enough sugar free drinks and ran out 2 hours into an 11 hour flight.

If I buy 3 tickets in business, I expect all of us to get the food we want, the drinks we want.

Air Mew Zealand also doesn't bother notifying of delays until over 30 minutes despite knowing the plane is still delayed. Instead they just sit at the gate and do nothing.

Not worth the money.

I have flown with Air New Zealand about 5 times in my life and 3/5 of those times, AirNZ messed up:
1. 2 of my flights were cancelled twice and I was only informed about it extremely last minute.
2. They also delayed my flight to Perth from Auckland TWICE within the same day, and as you expect, we were only informed about it LAST MINUTE.

I'm starting to question the competency of the leadership team in this organisation when the airline has consistently disappointed the customers with their unreliability. Suffice to say, I would only fly this airline as a last resort.

Just crap, the night before we were to fly home from Gold Coast we received a cancellation email stating their had to be an engine change. We were offered a bus up to Brisbane to catch the later flight home. Judging by those numbers on the bus, the engine change excuse was just a blatant lie. They lied to us as there would have been too few numbers for the original flight in their view, perhaps reduce your prices instead of obviously lying to your customers.
Will try another airline next time as cancellation are frequent and their excuses are just not believable.

Regardless of its expensive tickets with smaller space than some other airline.

There has been delay also on top of that, but that is due to their extrem focus on safety travel. It may sux for sure but compare to other airline, Air NZ would rather delay their flight until its 100% safe, life if more important than anything and they know it well. If you want a cheaper option be my guest but if you want to feel safe Air new zealand is the airline

This is the second time I have flown with air nz and the second time my flight has been canceled until the following day. Made our family sit on the hard ground for 2 hours, my elderly mother in law plus two children, not cool.
Very disrespectful staff who just dont seem to care. Failed to give any compensation for booked accommodation and tickets to the concert we missed after saying they would.

Entitled , rude , woke, expensive if there was another option I would take it.

In the last year, every domestic flight I've taken with them has been delayed or more commonly just canceled. Often you find out within an hour of travel that it's not going to leave and often they rebook you just to cancel that one too. Their domestic service is the pits and incredibly expensive for their terrible service. In this particular instance we just took 3 separate flights back from Borneo- different airlines, all on time, only to get home and be unable to get from Christchurch to Nelson, with the prospect of a 9 hour wait. When you travel domestically within other countries, you realise how poor the air nz service is.

We cancelled our flights to Canada via USA from Perth via New Zealand on 12 May 2025 due to possibility of not being able to complete our full holiday due to irrational and inconsistent USA border treatment of tourists. My gripe: full payment of airfares on booking, but was advised by FLIGHT CENTRE it would take up to 3 months for refund of tickets by Air New Zealand. Please explain Air Zealand. Why? EDIT Flight Centre responded same day review posted stating funds received. AUD 4600 received from original payment made AUD 9200. Air New Zealand charged AUD 175 per change in each separate flight date, plus 175 per seat for EXIT seat option. A separate Canada to America UNITED AIRLINES flight was non refundable on cancellation.

A big lesson learnt. DO NOT BOOK FLIGHTS UNTIL 100 PERCENT SURE OF DATES AND TRIP VIABILITY.

Absolutely consistently terrible. Have flown multiple times over the past year and I can count on one hand when they’ve arrived on time. And for every delay they don’t communicate it to anyone well. They need to stop focusing on boring forever long safety ads and start looking at how they can take off on time

How can you tell people directly they'll get a refund, then turn around and say "thats not our policy" disgusting

I used to have good impression on AirNZ but not anymore.I was checking in with the Air NewZealand at Dunedin Airport last Saturday May 17 around 2 pm to board on NZ 660 to Auckland. I had two big bags that I was trying to check in. As I was trying to check in one of my big bags, an Air New Zealand staff member came over and just grabbed my carryon suitcase and weighed it. Then, she said it was overweight and I couldn't board. Ok, I told her that I will take care of my carryon once I finish checking in my bag. Then, she just followed me around in the airport and asked me how I am going to get rid of the extra kgs. She chased me around in the airport, weighed my suitcase and constantly asked me to take off extras. She pursued me no matter where I went in the building and forced me to weigh my carryon. It was an extremely stressful check in. I was surprised because I was a customer with some extra kgs in my carryon, not a criminal. But she was super aggressive like she was pursuing a criminal rather than asking a customer with extra kgs to get rid of her kgs. She said her name is Marie Degaunham: not sure it's her correct last name as she didn't allow me to take a photo of her name tag and hid away from my camera. Attached is a picture of her(from the back) and her colleagues. I couldn't take her picture and so the attached headshot is the closest I can get for her look. I know that she is just doing her job but doing her job with that much aggressions towards a customer with a few kg extra weight in her suitcase won't earn AirNZ a good reputation at all.

We travelled home to New Zealand from the UK for the first time in six years last month and can't believe how dreadful Air New Zealand has become in such a short time.

I emailed my complaint to Air New Zealand but Gil - the customer services rep - was totally unconcerned about anything we had encountered including:
- my 13-year-old daughter and I being seated apart on a 14-hour long-haul flight from UK to Singapore
- the return flight turning into a 72-hour slog home that resulted in my husband missing a day of work
- my husband's name being missed from a rebooked flight we had missed because of our AirNZ flight that was delayed by SEVEN hours.

Furthermore Gil gaslit me by claiming incorrectly:
- that AirNZ advises its customers they should checkin directly with its partner airlines Singapore Airlines and United Airlines. This is incorrect. There is no such messaging on the app, none received by email, and nothing advised by booking travel agents like the Flight Centre.

Gil didn't care at all at our inconvenience and stress when my husband's name was missed from being rebooked on a new flight with United Airlines after we missed our connection due to Air New Zealand's flight being delayed by 7 hours.

I have given up pursuing this but from now on will not book flights through AirNZ and will instead book with the partner airlines themselves.

What a bunch of jokers and how embarrassing to have my home country's national airline be so useless.

Horrible. Flown to nz twice in the last 5 months resulting in 3 cancellations. Leaving us sitting outside domestic in Auckland on Christmas day as they cancelled our direct flight leaving us to layover and not sleeping for 36 hours, and the same coming back to nz this time. Now cancelled again on the way back home. Meant to arrive at 9am in Brisbane now they have scheduled us on a layover in Sydney not arriving in Brisbane until 11pm. What a joke. Not as if we have to work and have to now find a way home as we had people available to pick us up and get us into our house in the morning now what? Sit in Sydney then cop the cost of the uber home late at night. Absolutely a joke.

I have been traveling, return, to NZ from USA since 1998. From then till 2018 i have said they were the best airline in the World. I travelled economy. Since my travel in 2019 and this year 2025, i have changed my mind. Something negative has changed in the way they treat their customers. In the past was a warm welcome and a couple of complimentary cocktails, then the meal with wine and a refill if wanted. Now, sullen staff, our category are treated like low class travelers, no smiles, no cocktails and 1 glass of wine with our meal. The meal was absolutely horrible sloop as was breakfast. Why have ANZ changed so much. You were the best, the food was top notch and your hospitality was first rate. My next flights will be with another airline, i thought with competition ANZ would strive to be the best. My thoughts were confirmed by a fellow passenger who travels to Houston and back regularly and will also be using other airlines.

I recently had one of the worst travel experiences of my life with Air New Zealand. From start to finish, it was a complete disappointment. The staff looked exhausted and acted like they wanted nothing more than to be anywhere else but working. There was zero hospitality — no smiles, no warmth, not even basic politeness. It felt like every interaction was a burden for them.

Worse yet, they were downright rude. Simple questions were met with eye-rolls, cold stares, and short, dismissive answers. There was absolutely no empathy for passengers who needed assistance or clarification. I was shocked at how little they seemed to care about customer experience.

Air New Zealand markets itself as a welcoming, world-class airline, but based on my trip, that couldn’t be further from the truth. I would not recommend them to anyone and will be going out of my way to avoid flying with them again.

Ten years ago, Air NZ was the go-to for getting anywhere on time. Now? Not even close. Of around 10 return trips this year, only 2 were on time — and even those came with dreadful experiences. They're handing market share to competitors on a silver platter. When I have a choice (which isn’t often in NZ), I fly Qantas or Jetstar every time.

I fly Air New Zealand twice a year, every year. It is never a stellar experience since most of the flight attendants seem sick of people and their jobs. Flight booked 6 months ahead was canceled due to weather. Next flight with an available Sky Couch is SIX days from now. I can't make the 13+ hour flight in a regular seat due to spinal surgery. They were nonplussed. Wouldn't upgrade. Didn't seem to give a hoot. If they weren't the only game in town, they couldn't afford to be so cavalier. Competition is a good thing.

Numerous flights did not have points added to Airpoints with Customer Services nothing short of lazy, incompetent & unhelpful. Manager's are unwilling to take accountability with no offer of even a few extra points for compensation to make up for the stupid amount of time wasted to get them to fix their mistakes. Eventually got the points from six flights I was entitled to in the first instance after six weeks of numerous emails, numerous live chats, online reports & a total of five hours worth of time to get it resolved with just an empty apology at the end of it. Taking full advantage of being a monopoly where customers can't go elsewhere so bad Customer Service isn't a concern of theirs.

I’m very disappointed with Air New Zealand’s handling of my situation. Due to an unexpected medical issue, I was unable to travel, yet they refused to offer a refund or any flexibility with my ticket. I understand fare rules, but in genuine medical circumstances, I expected some level of compassion or customer service. Other airlines offer options in such cases, yet Air NZ was unwilling to assist. This experience has made me reconsider flying with them in the future. I have flown with them 4 times in the past. I’ve now been forced to lodge official complaints with consumer protection authorities.
I would strongly caution anyone considering using air nz. If anything goes wrong, you’ll find yourself stuck with poor communication, no accountability, and no resolution.

Worst Airline. Appalling Customer service. Cancels flights all the time, no compensation no apologies. Just terrible. Unfortunately no other option. I feel for tourists to NZ. What an impression. AIRNZ you should be ashamed