Air New Zealand Avis 

I was on the flight NZ 902, they officially lied about the reason for the return to Auckland and they offer a new flight 7 days later. The Tahiti airport was opened, many planes arrived on Faa'a runway. Since then, it has been impossible to contact the company to obtain an earlier flight. This is the kind of case that clearly deserves a trial and financial compensation.

We originally booked an Air New Zealand flight from Auckland to Papeete/Tahiti. Approximately 1 hour before departure Air New Zealand announced a delay of 12 hours. Consequently we missed our connecting flight and had to buy another one. We contacted Air New Zealand but they declined to reimburse it.

Full fares on budget Wamos
AirNZ are charging full fares for a budget (Wamos) charter airline experience. The seats do have more room than normal but that is the only good thing I would say. On a Perth to Auckland service, so overnight, not one single person could work out how to recline, so full flight slept upright all in the hardest seats Ive ever sat in. Catering is still AirNZ, so cant complain about that but I ordered GF and it was horrendous. Cabin crew, extremely rude, I was shouted at from many rows away “to get out of the way” while trying to put bags in over head compartment. AirNZ’s most profitable route, and this is what you do? Poor form!

I booked a flight from Christchurch to Sydney approximately 6 months in advance. 2 weeks later, they cancelled the flight. However, they have outright refused to offer a refund, even though it THEY cancelled the flight, not us. They have offered a credit note, which is of no use to us, or an alternate flight which does not fit our schedule. All we want is a refund so that we can book a suitable flight with another airline. Avoid at all costs. Their business practices should be illegal.

Would give it less if I could. Bumped to WAMOS, spent 12 hours on the substandard plane for a 7 hour flight and got fumigated in the plane at Perth airport with over another hour wait because someone hadn't filled out the bio security papers. Armed police were waiting at the exit of the plane as passengers were getting very agitated. Lack of toilets as one was broken , mother's with babies who had booked bassinets but were not available on WAMOS. Seats were hard and could not hear or understand what little communication from flight staff about why the delays were happening. Luke warm coffee spilled on a passenger out of the coffee pot. No refund for a sky couch which was booked on original flight and have tried to contact them for 4 months. Last email was sent back as undeliverable because their"inbox" was full. Why would you want to travel with an airline like this

Where to begin? Air New Zealand you’ve again let down your Perth-Auckland passengers by chartering this third rate, budget airline. I could understand if it was used on the shorter routes to Melbourne or Sydney or Brisbane but to force passengers on a 6 hour overnight flight to endure rock hard seats with no headrests indicates you do not value your clients. No wifi, a meagre selection of ancient movies and tv shows, revolting food and incomprehensible inflight announcements. I’ve been flying this route with Air New Zealand for 30+ years and having the Dreamliner really improved the flight but this Wamos charter is an all round horrible experience and one I won’t be repeating. I’d rather have the small inconvenience of doing Perth-Melbourne-Auckland hop than endure Wamos again. Goodbye Air New Zealand. It was great while it lasted.

Our internal flight from Nelson to Auckland was cancelled due to a cyclone. We had to make our own arrangements to get there for our return flight to the UK. They offered a credit or time limited rebooking neither of which is of any interest in the available time frame. They refused a refund point blank despite the fact that our flight did not fly.

Great company. for small company they provide very competitive service and fair price. More reliable than majority of small airlines.

I sent a complaint on 4th March and to date no-one has bothered to reply.

Complaint number 230302-000486

UPDATE:

Emailed the CEO. Had an instant reply. I then had a reply from one of his team, blaming the airport for the problem and telling me to claim on my travel insurance. Come on ANZ, we were on one of your flights when the problem occurred but you dumped us at the airport with no assistance whatsoever.

I booked a flexi fare and need to change my flight but as per usual Air New Zealand doesn’t answer the phone! The most useless airline customer service ever and as usual yet another excuse of it being busier than usual. Totally unacceptable and a disgrace for what is supposed to be a national airline. I am sure they do this just to con people in to buying flexi fares and then they make it impossible to change your flight! So angry!

So what's the go with Air NZ bumping Perth customers to Wamos Air? We still get to pay Air NZ prices. They announce this in October AFTER everyone has booked their trips for summer and Xmas. But it's only til Feb 16 they say. So why are people on March flights still being bumped to Wamos? And why can't Perth customers book non-Wamos flights? Isn't that rather deceptive conduct? Are you still promising Air NZ flights to clients who will "mysteriously" be bumped to Wamos at a later date. I call BS.

Terrible wait time on phone and no way to cancel my booking online. Ridiculous!

Long haul flight attendant was a bit crazy over take off but think she realised she looked nit irrational amd was really nice rest of the outbound flight even gave her a hug on deboarding. Did find there was some dodgy other passengers. Not as luxurious as other planes but they did good caddy service and made great bloody marys
Would've used again but think things have changed now with MZ

Takes HOURS to get ahold of anyone to talk to and then you still don't get the help you needed after NZ Air changed their flights, gave me unacceptable alternates and ruined our vacation. NEVER AGAIN!

On returning from an overseas trip landing at Auckland International Airport, When I collected my bag from the belt it had a wheel ripped off. I went to the baggage desk and they were very kind evening offering me a new suitcase straight away, but because I was flying out straight away to Christchurch I didn't have enough time to swap it over. The gentleman at the desk kindly took my information and told me to email the rest to baggage services, which I did straight away when I arrived home. Now, this was sent in October 2022 and again a few weeks later when I did not hear anything back. I have tried calling and emailing and no one has responded, not even a confirmation that my email has been received which is extremely frustrating as I only had the suitcase for just over a month! Customer service is terrible unless you can directly talk to someone face to face!

Two flights cancelled in a row from Sydney to Wellington and then Auckland, as a result I had to get a different flight! Applied for a refund and still waiting for a response over 2 months later, they originally told me it would take 6-8 weeks for a response, now it has changed to 12 weeks! Absolute joke of an airline, I won’t be flying with them again

AirNZ is a travesty: exorbitant prices; no flexibility; no accountability; no customer service; unforgiving & outdated website…. How can a small & isolated country, economically dependent on tourism, allow their national airline to fall from top 10 to scraping the bottom in consumer ratings in such a short space of time? As the incumbent government is majority shareholder, one can only assume apathy/incompetence is a significant factor. I am yet another disgusted kiwi ditching AirNZ in favour of competition I once scorned but which far surpasses my recent AirNZ experiences.

Without a doubt the worst customer service I have ever experienced. They are totally ignorant and uncaring. won't acknowledge that they are under legal obligations to provide emergency funds to cover delayed / lost baggage!!!

I was looking to fly to NZ with you but based on these reviews I have changed my mind. I cannot believe how you have ruined your brand with such unthinkable bad service so quickly. I hung on for 2 hours as wanted in to Chch and out of Auckland and figured as a kiwi the money as well be invested in the home airline well that all changed on reading recent reviews ....

Horrible horrible service. We are not able to change our reservation and it needs to be changed urgent. Flight is in 3 days and we are on the line waiting for more than 4 hours now.