Air New Zealand Avis 

Air NZ125 delayed by 3 hours and 20mins (at this stage) - only offered measly $30 refreshment voucher - most meals and drinks combination are over this amount !! No access to lounge - staff robotic and lacking empathy. No offer of any other kind of financial compensation. Expect this treatment and level of service from a budget carrier not a national carrier. Paid more to fly Air NZ to avoid delays, poor service however ended up with it regardless. First and last time flyer with Air NZ. Will take a risk with budget carrier in future. Update : flight cancelled!! Putting us up at the Jetpark hotel with a $90 meal voucher which doesn’t included alcohol!! Booked on 7.00am flight tomorrow- a complete shemozzle

I flew with Air NZ in September (a return from Auckland to Queenstown, then from Auckland to Wellington) and all three flights were very simple and quick to book online (I booked with Air NZ after an absolute disaster trying to book with cheaper (and useless) Jetst*r). The flights themselves were pleasant, the aircraft clean and modern, and the boarding process efficient. This was my first time flying with Air NZ (I live in UK where I don’t think they operate) and would definitely fly with them again when I’m next in NZ.

I booked a flight from Queenstown to Christchurch that cost over $230 for 50 minutes. I was unable to attend due to snowboarding injuries and Air New Zealand has denied a refund, partial refund or even credit.

This is incredibly disappointing to spend hours on a phone call where management could not answer questions and refused to communicate to then send an email out where they refused any reconciliation on the matter. Very disappointed on how they treat client considering they would not exist with out us.

Good flight from Auckland. Food was good, price was good and assistance with mobility needs was excellent both boarding and on flight.

Very friendly, good staff
Right at time.
Good wines, but the food was not good enough. Less choice, too salty, not tastefull

Air New Zealand is a very comfortable airplane ride compared to most in comparison. They also serve good food and good snacks. Other airplane companies can learn a thing or two about quality service. I flew with this company a few times and had great experiences from Houston to Auckland and Auckland to New Zealand and so forth.

Excellent service for economy. Travelled from Melbourne to Queenstown, very good lounge, fast boarding, friendly staff that was solution oriented instead of "letter of the rule"-oriented. You often don't expect all that much on economy, but they provided the little extra that makes it a bit more enjoying.

We were downgraded from business class to premium economy from Tahiti to Auckland even though they had been informed that I had a severe spinal injury problem and it was difficult to sit in an upright seat for anytime over a couple of hours but it was ignored and quite a few other passengers were also downgraded,
With regard to compensation it was an insult as the amount offered was really pathetic but they wouldn’t budge.
Overall it’s a company that we would never ever fly with again as this is the way they treat the customers.
Avoid and fly with some other airlines.

Very good flight; the comfort was fine; very friendly staff and the food was actually really jummy. They used recycled plastic and seemed like they care a bit more about the amount of garbige than other airlines. I called a few days prior to my flight because I had some questions. They picked up very quickly and could answer me all my questions very friendly.

Our tour in New Zealand is finishing a day early so I requested to change our flights to a day earlier for the exact same priced tickets from the same airport and they said $1000 to change! Even to an earlier flight on the same day. What?? I have never paid more then $100 to change a flight with other airlines. How ridiculous! Disappointing they are so money hungry. Just shocked.
Obviously we are going to go with finding a $200 hotel instead but it doesn't give us much hope for what we are going to experience in June when we fly there

Auckland to Melbourne NZ 125 delayed by 3 hours. Sure, these things happen, but if they'd bothered to tell us when they knew this was the case then we could have had much of the day in Auckland instead of at the airport. In addition change of plane type meant that the exit row seats we paid for no longer existed. So same seat numbers but standard row. They didn't bother to tell us that either. If I treated my customers like this then I wouldn't have any.

As regular flyers we have accrued a few upgrades yet we have never been able to use them as we have been told that it is Air New Zealand policy that when you put in for two upgrades, as you are traveling as a couple, Air New Zealand will purposely lose one of your applications, believing that when you arrive at the airport and find that your partner will have to be left in premium economy, you will most probably not accept the upgrade.

Why do this? Because it keeps you flying with Air NZ believing that you might get an upgrade - as they use a lottery system and when you apply for an upgrade they only tell you have it when you are about to board the plane - not even when you check in.

This is the third time this has happened to us - we will be taking this up with their head office.

I’m in the flight and have just taken four photos of four empty seats in Business class: the crew have refused to honour the upgrade vouchers we have.

Proving what by NZ employee told me before we boarded.

Had a return booking from UK to Australia and NZ with Singapore airlines.
For the return leg from Auckland to Singapore we could not prebook seats with Singapore airlines. When I contacted Air New Zealand by phone they were most helpful and I was able to reserve extra leg room seats at cost of only $39 each, and only 25% of the price charged for the outward leg to Sydney.

We recently flew to NZ from Brisbane, Australia. Couldn’t fault anything, friendly, helpful staff, the seats were roomy and we each had a screen in front of us so we could chose a movie, or even track our flights progress! We also had a meal served to us mid flight, which was really lovely. Pleasant surprise, thank you.

Flew Australia to LA stopping in Auckland. Arrived in LA with 2 kids to find luggage "never made it onto the flight" apologetic at the time but was a complete nightmare after that. Took 5 days to get the luggage, which when it arrived to us it was minus a wheel with a hole in it "sorry, take it up with Fed Ex" Gave us a $150USD eftpos card to use since we were on other flights in NY in 3 degree weather with no shoes since they lost the luggage. Card wasnt even activated!! "we can activate the card, but sign this waiver to say we werent at fault" After filing complaint, told to send receipts and provide details of the suitcase... now no replies. A complete headache. Flew business class and were treated like rubbish from the admin teams via email. The "world class customer service"their website talks about is completely false.

I contacted the Air NZ team in London on the 8/12/23 and paid £50 and requested a seat for my return flight from Auckland, as I was unable to reserve a seat online probably because I booked flights by Singapore airline. To my surprise while I was trying to chekin I noticed that they hadn't reserved the seat although they had charged me on the 8th. When I contacted the team in new Zealand, I was told that the seat was a bassinet seat and therefore was not possible to allocate to me. I don't understand why they charged me in the first instance if they were not able to allocate this seat. After boarding, to my surprise I noticed that an adult were sitting in the seat and there were no children. I felt let down and cheated.
I was told I will be refunded but I still haven't got a refund.
I also ordered a vegetarian meal over the phone which was not updated but thankfully the flight staff managed to find me a vegetarian meal.

Update 8th December 2023

I decided to submit an email to the CEO, received and immediate response and within 12 hours the complain was resolved to our satisfaction
I have upgraded the stars from 1 to 3, to reflect the resolution of the issue

The flight from YVR to Auckland was satisfactory, reasonable food, strange sleeping arrangements, and the crew pleasant but not outstanding
The return flight was cancelled, which we discovered after check in, and on arrival at the airport. Customer service offered an overnight stay in Auckland with no information on a departure flight.
We refused and were re-routed via LAX, the same evening, we had a 7 hour lay over at LAX, ( the flight was just OK, with an over worked crew due to the very full flight, one who was very rude) and then the only seats available were in economy, for the flight to YYC. We arrived 5 hours later than scheduled, at 11.30pm. this meant we couldn't pick up our hire car and had to stay over at the airport. We were assured we would receive a refund and submitted our request for refund 5 weeks ago, no response and a follow up call last week, led to an assurance they would send an escalated email and we would hear by the end of last week, of course, silence!

Although choices are limited, and NZ is a wonderful destination, Air NZ let their country down with their poor communication and poor customer service

Flew Hong Kong to Auckland, Auckland to Dunedin, Christchurch to Auckland and Auckland to Fiji all within a couple of weeks.
Always on-time, friendly crew, great free WiFi on Pacific flights. Well designed mobile app that notifies changes to gate numbers, flight schedules etc. also let's you know your baggage is loaded/unloaded.

The call wait times are too long if you have a problem. I don't see any reason anymore to pay a premium price over Jetstar, just to get mediocre service.

Poor customer service. A company that doesn’t listen to its customers or show any signs of wanting to help in any way for unilaterally changing flight times, Don’t fly with this airline.