Air New Zealand Avis 

How horrible is the service for this airline ??
Firstly - when you call their customer services when you need them most it tells you your waiting time is 3 hours !! Are you effin kidding me ? This has got to be the worst customer service company in the world ?!
Secondly when you try to apply for a refund they make it extremely difficult
I will try never to have to travel on this airline again

We booked our flights during the pandemic and although (understandbly) the scheduled changed a few times, we were always kept informed and when our connnecting flight from Brisbane was late, they booked us on a connecting flight with another airline within an hour (though we did have to fly a longer route, but again, just coming out of the pademic things are challenging).

Onboard expereince was a breath of fresh air, polite, friendly and geuinely helpful, the crew were marvellous and approachable.

Loved the 'snacks and drinks' to order from the seat screen. Wine was great. Wasn't a big fan of the choice of movies, but again, pademic times make things different. We were just pleased to get to and from our destination safely and being looked after well.

The best you can Fly, but never book via agent do it via Air New Zealand

What a breathe of fresh air this company is for customer service. Wish we had spoken to them along time ago. Still waiting for our refund for flights from another company smartfares . Rose was so professional throughout the call she reassured my partner she would do her utmost to get the ball rolling for money back. She explained everything clearly and made u feel like an individual. Complaints usually don’t go well but this was amazing. Very positive and will always now book our flights with this company directly instead of a scam one. Thankyou so much Rose you deserve a bonus !!!

Very pleasant roundtrip journey indeed. Extremely helpful ground crew assisting with our international travel when changing flights.
Service and food were also excellent.

Completely unacceptable.

I booked flights to USA with AirNZ via Netflights. AirNZ cancelled the flights back in April 2020 and still have £1600 of my money. Netflights say they still await repayment from AirNZ.

Anyone from AirNZ care to comment?

Air New Zealand canceled my flights and have refused to refund me. Whenever I try to call them I am fobbed of with a third party call centre who can do nothing and never ring back. I can’t speak to a supervisor in the call center because they simply refuse to put me through to one....

Air New Zealand you have stolen my family’s money by way of pecuniary advantage!!

We as a family will never ever fly with you again.

I have booked with and flown Air New Zealand many times and also with other airlines. I would say Air New Zealand is by far the best around airline to fly.

It's easy to get a 5* review when things are going well. The real test of exceptional customer service is how a company deals when things go wrong. Air New Zealand cancelled our flight from London to Auckland due to COVID. They did not even send a message to inform us. We heard about it on the news. It is their plane, their booking, their name on the ticket. However they just keep telling us to contact the agent. I've explained we have tried to reach Ebookers hundreds of times over the past month and everything is ignored. Air New Zealand doesn't care, they have zero empathy, and are blind to the fact that I have lost £4.500 paid for flying on one of their aircraft. The true values of a company are displayed in moments like this. Their mask has slipped.

Due to Covid19 our flight was cancelled, but this company is refusing to give us a refund and now they are lying to us and promising to call us back but do not call back. This has been going on a week. We understand the airlines are in trouble, but do not lie to your customers!

One of the better airlines. Seat spacing is better than nearly all other airlines. Easier to comunícate. Food is also better than nearly all other air lines.

Kom med forsinket ANZ til Auckland fra Japan. Fik besked på at vores connecting flight som også var ANZ ville vente på os, så vi løb igennem hele lufthavnen, for blot at møde op til en lukket gate 15 min før flyet skulle lette. Virkelig skuffende med 3 børn. Desuden gik næste fly først dagen efter, så hele vores program med transfer, hotel og færge skulle rykkes. Air New Zealand var da kede af det, men det var for dyrt at holde flyet tilbage og vente på os... En lufthavns guide har de heller ikke, til at hjælpe folk hurtigere frem til flyet! Virkelig utilfredsstillende...