Airnewzealand レビュー 

This airline relies on a tablet to cross check which passengers purchased food. They were not able to see if I purchased a mean as their tablet was not working and my boarding pass does not provide the info. The staff called out to her co worker serving in the next aisle to check if passengers in our seat number had purchased meals. I felt sorry for the crew with the broken tablet as I could see she was getting slightly frustrated and was trying to reboot her tablet. I did notice that this airline rely on the entertainment system to demonstrate the safety procedure while the crew stand at the front of the plane and awkwardly stare at passengers which I found slightly uncomfortable as I was at the front of the plane.

My flight is NZ5655 on 18/5/24 at 11:50am.
I don’t usually write a review, but from the experience I had today I will make that an exception. Air New Zealand, you are such an utter embarrassment and disgrace towards the whole airline industry in New Zealand. Today I was supposed to fly to Queenstown for a nice weekend getaway, to meet my friends from Thailand who are traveling down south of New Zealand, but due to the weather it was canceled first in the morning and then again at around lunch time for the replacement flight. They aren’t going anywhere at all from the supposed date to travel. This is very understandable. For me personally I had a short time to travel due to having to come back to school. So I was going to ask for a refund plus compensation for my hotel bookings. When I was at the counter however, the first initial experience was absolutely terrible, the lady asked me “So what would you like to do?” without giving me any options whatsoever, in a rude way and bad attitude as well which was very surprising because I thought Air New Zealand was supposed to be one of the best airlines here in New Zealand and expected better customer service; very disappointing. I do understand that there were a lot of people that missed their flights and had to go to the counter before me, but it’s literally your job to take care of the customers. If you are tired of working there then you shouldn’t have gotten the job in the first place. After I told her my situation, she said that the airline doesn't offer a refund but flight credits instead which was already bad in itself, to add more to the injury they do not offer any compensation at all and said that it was because of the weather and that I didn’t buy travel insurance. As we all know New Zealand weather is very unpredictable and flight cancellation happens quite often, if you are going to make an excuse as an airline about zero compensation because of the weather, why bother even having domestic flights in the first place if it was going to be canceled most of the time? Like I said I understand that it’s normal to have flight cancellations because of the weather here, but zero compensation??? Come on, that's pathetic. Even airlines like JetStar offer compensation for the cancellation of flights due to weather issues. Air New Zealand you are an absolute disappointment.

First our original flight booked they cancelled and only knew when I called because I couldn't reserve seats! Long story short. Cabin crew were cold to say the least. On our way back the same attitude with one mature lady who would be better suited as a prison guard than cabin crew. Food was awful and wooden utensils really in 2024??? The only positive with AirNZ was the touch screen for refreshments. I used to be Gold tier and don't regret distancing myself with this terrible airline whatsoever.

I would like to say thank you for your great customer service and for helping me to change my flight it was a very professional and friendly way, especially Royana, you are amazing and highly recommended.

They are the worst. I had my flight on April 25th. when I was about to board, they said they cannot issue me a boarding pass. my name on the ticket is not matching with my name on passport. I dont have any surname on my passport. But i always book flight tickets the way I booked this time. if any airline has any guidelines to follow regarding name, they always make adjustment on my tickets right away at the counter. but Air Newzealand refused to do so. They told me to rebook the flight with correct name and assured me that i will get my refund but no response yet. I've spent $2000 on new tickets and $1800 on initial booking. every time, i call them All their representatives says different things.

It's important to point out three things about Air NZ:

If you fly regularly, and fly locally - all is well.

Be aware, many will use budget services for this, or have work accounts that pay for.

IF you are unfortunate enough to deal with Air NZ staff and are clearly aware of deception, duress, mishandling or "accidental incompetence" that punishes the accounts of paying customers . . . THERE IS NO CUSTOMER SERVICE CONSISTENCY.

We were lied to to get out of a remote region (by a NZ citizen, also flying direct from an airport making one flight only for the day).

AIR NZ's customer complaint support IS NOT ABLE to be contacted by any paying customer.

A representative by phone tried to invent convenient excuses to explain our complaint, citing our complaint email had been "lost in the system", and tried forcing free credit (air sales) on our accounts, when were were lied to by an Air NZ staff member under duress to buy extra tickets from Niue - Auckland.

The truth is, because Air NZ, and air travel in general is sort of anonymous and monolithic, you are expected to "chime in" politely with complaint information by phone or online again and again, until you realize the customer feedback team that deals with actual incoming calls has no role ability to help anyone and you end up fuming and planning a legal claims dispute against Air NZ.

This is the truth about Air NZ.

They hide their customer complaints team because some of the botch-ups are actually BECAUSE OF and STEMMING FROM Air NZ reps, and they don't want to admit the basic thing ANY service or retail provider would do is refund a ticket.

Please look into consumer rights and the legislation that enables air operators to function in NZ and don't hesitate to assert your full rights.

They take 15-20 days to respond, but if you get some slimy, odd explanation from them, don't settle for it!

Flight was okay and cabin crew friendly. We realized later we had left something online so I completed the lost property form and no response. Been 2 weeks and yet it said someone would be in touch within 48 hrs. A quick email to say if it had been found or not would be nice.

This review is not about their flights. They are fine. It is about my NZ Airline Airpoints purchases. I bought several products through Air NZ Airpoints. Most arrived without a problem. However, a pair of Bluetooth stereo speakers never worked properly. I bought them in December. They were faulty (they did not connect), and it is now the end of April. I have alerted them nearly once a week since the fault was established well over 20 times.

They will not fix or replace them and keep sending a "solution" that does not work. After four months, I have expensive paperweights instead of functioning stereo speakers. Terrible customer service!

Really sad to have to write this review but the experience was terrible.
My grandaughter was booked as a unaccompanied minor and the flight was cancelled, there was no communication and she was booked on to a new flight.
When my daughter asked for her to be put on the following day they said it wasn't possible as her bag had already gone through system.
The new flight was delayed by a hour meaning my daughter missed work.
I understand things happen and it was out of there control but one thing they can control is communication and excellent customer service especially when it is regarding a child!!!!
Unfortunately both where lacking and as this was her first experience we will not be doing it again.

We will go back to driving.

We booked our flights online however a few weeks before the flight date Air NZ changed the flight schedule. The new itinerary which they gave us had us arriving at Auckland from Napier, after our international flight had already departed. After notifying them of their error, we were rescheduled and only had one and a quarter hours to get from domestic to international, we're held up in customs and security due to horrendous queues and missed our flight to Brisbane. I won't list further tribulations, but there were many!

Any review higher than.ome star must be chris luxon making shot up. Air nz is the worst airline in the world and I say this as someone with gold status. Unfortunately I have to fly a lot and sometimes there aren't other viable options.

I recently flew with Air New Zealand and my experience was excellent. The company provides flawless service, with a keen focus on passenger comfort. The business class was very comfortable, offering generous space and quality amenities.

I was also impressed by the extensive selection of movies available on board. There was a wide range of recent films, making the flight time very enjoyable.

However, I must say that the meals served on board were not exceptional. While adequate, they did not quite match up to the rest of the experience.

Overall, I highly recommend Air New Zealand for its outstanding service and comfort, but I would suggest perhaps improving the quality of the meals on board

Booked a seat next to my partner going to Melbourne for our honey moon for an extra fee and they moved us without our permission for another family. Would give less stars if I could .

Abysmal service. Would have given a zero stars if I could. Every single time I have fliwn with this useless company they have either cancelled flights, or severely delayed it to the point that we missed international connections. 4hr45min delay today, and they give us a $10, yes $10 voucher as compensation. The agent was rude and unhelpful as well. Useless. Will never fly with them again. Utter poor service.

TL;DR: Air NZ cancelled our flights, lost our bags for three days, and then stated their policy was to recompense $100 per passenger for necessary clothes and supplies (including medical supplies). It took them three months to sort this. We travelled Air NZ, and they cancelled our transfer flight, and as a result, lost our bags for three days. We called customer service, and did extensive online research, and nowhere did it mention there was a $100 per person cap on necessary supplies (including clothing) that you need when bags are delayed. In fact, international airline agreements (Montreal Convention) indicate that they are responsible for "reasonable" costs incurred due to the loss of baggage. After an extended time on hold, and several minutes of trying to blame us for the lost bags, the customer service rep also said nothing about this. When we went to claim (approx. $300 per person for three days of clothes, toiletries, medical supplies, etc.) we were then told the Air NZ "policy" was to limit this to $100 per passenger. For three days of clothes, plus other necessities. In contravention of international agreements (Montreal Convention). To be fair they increased this to $200 as a "courtesy", which still doesn't even come close to three days of gear needed. On top of this, it took them three months to sort this, end to end. A very, very poor experience from what's meant to be a decent airline.

I had a concerning experience with Air New Zealand. It seems they prioritize cost-cutting over customer satisfaction, as they will try to switch you to a cheaper flight whenever possible. I was put in this situation and had no choice but to accept the change if I wanted to get back home. Moreover, I received poor treatment from their staff, which was disappointing and almost discriminatory. Their customer service did not address my concerns adequately. I suggest avoiding Air New Zealand and suggest looking at other airlines like Qantas or Jetstar.

Used to think air nz was great, now I think it's awful!premium economy from LA to auckland and when
i got to my seat it was jammed in the incline position after 5 minutes of trying I finally got it unjammed before takeoff and much to the relief of the passenger behind me.then my tray table was broken so had to balance the meal on my knee(I paid hundreds of dollars more for premium economy) I mentioned this to the hostess and I got the sarcastic comment " oh I didn't bring my toolbox with me!" I have just returned from another overseas trip and flew emirates, what a difference, I loved everything about it and this was economy, I will not fly air nz again.

It's been 10+ years since I have been on here, but I've dug it out from the depths to make this post cause I am wildly disgruntled.
I contact Air New Zealand yesterday to rebook some flights. They connect to international so I can not do it myself. I am told by the first customer service officer, it will cost $135, less than ideal, but ok. I am put on hold for 25 mins, only to be hung up on!!!!!! I wait, cause they have my Airpoints information, including my cellphone (which they used to link my Airpoints), they will call back....right!? That's what I would do. WRONG! I wait almost an hours and decide to brave calling back, new person. I explain again what I need changed (it's not easy conversation). I am told it will cost $480!!!!! I am beyond shocked. I ask, are you sure that is correct, it's gone up $300 since I spoke to you (Air New Zealand) an hours ago!? I am told prices are subject to change. I am I understand that (I've been caught in this trap before by Air New Zealand when their payment system crashed and I had to pay an extra $200 for the same flights, despite it being in my cart! I was waiting to go trough with the payment until your customer service officer hung up on me! Why am I being punished!!?? I ask if I can cancel the flights as I can repurchase them cheaper myself, no. I ask, calmly, I try to be as calm as possible, on purpose, cause blasting off gets you nowhere, and I don't like treating others like that. SO I take a deep breath and ask to speak with a manger so I can better understand. And I know what you're thinking, nah I bet she flew off the handle and that's part of the problem. I SWEAR I deliberately kept it together. Did I want to loose it, absolutely! This is wildly unfair! But I didn't, and I hope you record all phone interactions Air New Zealand so you can listen to it! I am put on hold, then the same customer service office comes back and says , "I spoke with my manager and they informed me they can not tell you anything I haven't already said". To say I am gob smacked, is an understatement. I work in customer service, and have been a manager, I would never conduct myself like that. As a manager, conflict resolution is what is expected of you. I am so disappointed that anyone conducts business like this, let alone Air New Zealand who is meant tp be a trusted NZ household name. So I ask the customer service officer, and I lay a complaint, I am told I can, through the website. So that is exactly what I did. Expecting someone to call me and help resolve this issue. No phonecall. So I reach out on chat, as I am at work. Shout out to the team member Maychelle that "helped" today. She was wonderful and patient, and Air New Zealand you're lucky to have her. She tells me, best case it will be 10 working days before I hear back, worst case 6 week! Are you joking! I need these flights in June. So I am backed into are corner, what else can I do. I need the flights, to connect internationally, and have to spend $380 today to alter domestic flights. No idea why it is $100 difference. I m told they can only waive a $10 fee, it is out of their hands. Air New Zealand does not care about their customers, based on their booking fees, and conflict resolution. The fact that both issues I mention above where 100% your issue, yet I am the one out of pocket, doesn't bother you in the least. You should be disappointed in the way you conduct business.

Trying to book a flight using a credit and paying the difference with a credit card. Virtually impossible to do. Keeps saying the credit isn't big enough. I know this which is why I want to use it and pay the difference with real money. Tried to call - went through an impossible rigmarole. Still haven't managed to speak to a human being.

I had a great experience with Air NZ. I used the app for a total of 4 flights. I was able to check the status of my flights and baggage and even used it to check in. If you’re smart, you can do everything yourself even print your own baggage tags and load the bags yourself. So easy if you’re up with the play. The flights were good apart from the odd delay. The staff were very nice and as an added bonus I was able to converse in te reo Māori which is a dream come true for me. Nga mihi ki a koutou nga kaimahi