Air New Zealand Avis 

Already travelling Singapore to NZ & NZ to Australia with Air New Zealand, I needed to change an internal flight. The original flights cost £82 ea and the replacement a few hours earlier £149, an upgrade cost of £134 for 2. I spoke to their call centre who told me they had 2 seats left at this price & advised me to go online to avoid a service fee of £50, so I changed them online as we spoke. I was immediately billed £201.60 (the wrong amount) onto my card but received no email confirmation so I called back. They said they had an IT glitch, the tickets had not been issued and the price had now gone up. No apology. They then charged me £204.80, a cost of £184.40 each for £149 seats. They failed to explain how they’d managed to charge my card for tickets that had not been issued, and would not honour the original change price that had failed due to their IT glitch. Let’s hope the inflight experience is better than their customer service centre - I’d suggest a good way to lose customers before they’ve even flown with you! Next time I’ll fly with anyone else available.

Im Januar Flüge für diesen Herbst über eine Buchungswebsite gebucht und bezahlt.
Im Juni ändert Air New Zealand seine Flugpläne und storniert in der Folge einen Teil meiner Verbindungen.
Vier Umbuchungsversuche werden jeweils abgelehnt, eine Rückerstattung gibt es auch nicht.
Absolut unseriös und kriminell!
Strafantrag wird gestellt! Besser mit wem anderen nach Neuseeland fliegen.

I recently flew Air New Zealand Business Class on two different legs and was thoroughly disappointed by the cramped conditions, poor configurations, average service from airline staff at the counter and onboard, and terrible value for money in every aspect.
My first leg from Vancouver to Auckland was in their standard Business Class – although I’d paid the additional $750 fee to upgrade to the retro fitted Business Luxe seat which is promoted as being super spacious and offers other benefits standard Business Class doesn’t receive. Air NZ changed the scheduled plane three days prior to my flight, and the Business Luxe wasn’t available on the replacement aircraft. Remarkably no refund was offered and I wasn’t told about the change until I checked in, even though the passengers were supposed to be notified in advance
Standard Business Class on the Vancouver to Auckland flight was a herringbone layout which is easily the worst configuration of any major airline. Passengers have their back to the window, facing into the aisle, and can’t reach the window shade let alone see anything outside. It’s incredibly cramped, completely lacks privacy, and forces you to be looking directly at other passengers, plus passing crew and passengers were constantly bumping my feet when I used the footrest (even before converting the seat to a bed). The seat itself is uncomfortably narrow and lacks any storage. To sell these seats as Business Class is almost criminal as they’re roughly the same size as an economy seat on any other airline, but they’ve installed a screen between the seats to pretend this makes them Business Class quality. WRONG. My elbows were touching the screen on either side of the seat even when my arms were on the armrests.
You have to be a contortionist to place your drink on the very small ledge provided for this purpose, as it’s located next to the backrest of the seat. It wasn’t possible to view the safety video as the screen is beside you and you have to lock it in place for take-off.
For my second leg from Auckland to Sydney, I also paid an additional fee to upgrade from Business Class to the retro fitted Business Luxe and this time it was available as advertised. Claiming this is better than Business Class is a lie and to charge extra for these seats is an absolute rip-off. Despite the heavy surcharge, the space is not nearly as spacious as standard business class seats on almost every other international airline The Sauce and certainly not as comfortable. You’re essentially paying a massive additional fee for something that is less than offered with all other airlines, and fails to provide the basic comfort you expect from a Business Class seat.
To make matters worse, I had to apply for a refund for the Business Luxe fees I’d paid months prior to flying. Knowing this was an Air NZ decision to change the aircraft on the first leg, it would be reasonable for a customer to expect an automatic refund – but no. To say Air New Zealand's entire business class lineup is less than adequate is a massive understatement, and their service is equally as poor. Save your money and fly with a carrier that actually delivers the comfort, space and service expected when paying the hefty additional cost for Business Class.

I am writing to formally voice my strong dissatisfaction with my recent flight experience, which has been the most unpleasant air travel I have ever encountered, falling well below the standard of even low-cost airlines.

My scheduled flight was cancelled by Air New Zealand for operational requirements.No one contact me, I have to send message to everywhere I know. Regrettably, the airline offered no form of compensation, accommodation or meal support as compensation for the disruption. The only alternative provided was a flight scheduled to depart 12 hours after my original time, resulting in my arrival in Auckland at 00:15 in the middle of the night. This last-minute rescheduling severely disrupted my itinerary and created unnecessary late-night travel trouble.

The onboard service further worsened the experience. As a full-service carrier, Air New Zealand failed to supply any hot or proper meals during the flight. Passengers were merely given one beverage and a small pack of crisps, with no additional refreshments available. Cabin crew delivered minimal, unenthusiastic service with little consideration for passengers worn out from the lengthy delay travel.

I am extremely disappointed by the lack of operational stability, inadequate customer support and minimal onboard amenities from your national airline. I hope Air New Zealand can review its service protocols and compensation policies for disrupted flights to prevent similar terrible experiences for future passengers.

It’s sad to say this as a Kiwi…but air nz has gone very far downhill in recent years. This was just one of my 8 flights on this trip. And it was by far the most expensive option. The rest were all budget carriers like Jetstar. ONLY airnz suffered delays. ONLY airnz have spent crazy $$$$ on pointless woke safety videos. Perhaps there’s a connection I’m not sure but I’d like to see them get back to the basics of providing a great service instead of behaving like a government department.

I was super excited to try Air New Zealand’s new business class. However, it was shocking. Air New Zealand’s “new Business Premier” seats are far too close together. Unless you’re a hobbit, well under 1.8m, or a contortionist, you have little hope of getting any sleep.

The cabin looks flash, but it simply doesn’t perform. They either forgot, or were too cheap, to fit a remote, so if you do manage to lie down, you’ll need to perform some kind of interpretive dance to pair your phone with the seat, just to avoid a mid-flight sit-up workout.

There are no passenger announcements through the headphones. How has that been missed after a whole year of operating the new hobbit class? The whole product feels unfinished, and it looks like Air NZ went with the cheap option. It is a poor cousin to Cathay, Singapore Airlines, and even Qantas, yet somehow they charge more.

Unbelievably, they now charge extra for the front-row seats, which are technically the only fully flat beds in business class.

I can’t believe I’m writing this, but the old coffin-style herringbone configuration was better.

The only saving grace is the crew. How they cope with the stupid decisions coming out of HQ is well beyond me.

My flight at the beginning of March was downgraded to all Economy. I received an email
Telling me I would be compensated. I then was told the money had been transferred. This was 3 months ago! Despite emails and chat nothing has happened. Very very disappointing service from Air NZ

Amazing staff in Christchurch and Auckland ..honestly your team are awesome

I have flown with many airlines over the years, including budget airlines, but this was honestly the worst flight experience I have ever had with an airline — especially from a so-called national carrier like Air New Zealand.

For the first time in my life, I experienced a seat so cramped that the tray table was literally pressing against my stomach and could barely be lowered properly. I have taken countless flights before, but never have I felt space this painfully narrow and uncomfortable. Passengers are paying expensive ticket prices, yet receiving a level of comfort and service worse than some low-cost airlines.

The in-flight meal was also terrible. Even something as basic as the salt in the food was not properly dissolved. The service attitude from staff was disappointing, cold, and unhelpful throughout the journey.

And after finally enduring the flight, there was an extra “surprise” waiting after landing — my suitcase was damaged from rough handling. Instead of taking responsibility and resolving the issue properly, your staff kept passing the problem around and avoiding accountability.

Expensive tickets, terrible food, cramped seating, poor customer service, and damaged luggage — this is not what people expect from New Zealand’s national airline. It is honestly shocking to see how far Air New Zealand has fallen. You are slowly destroying the reputation of a brand that many people once respected.

Very disappointed. I will never choose Air New Zealand again.

Shame on you.

I would give it zero star if I could , however .
I’ve never had any issue with this flight before until recent flights experience, sits getting narrower for long haul flights , down graded flight food, no more on demand snacks and drink services . On top of that, I have found out that they have broke two of my checked in luggages and I have to pay for it first for them to review in order to get a petty compensation (about 25% of its original value) and another one still on going with them while I am travelling.
I would not recommend to fly with them in the future, surely there’s lots of better flight companies to choose from .

Air NZ cancelled my domestic flight which was due to weather so not airlines fault. The issue is in trying to get my money back from them which is proving difficult. They refunded part of my money and I am now waiting four weeks for the rest. Contacting their chat function provides no help whatsoever they just say they are looking in to it and leave me hanging with no updates and still no money. If Air NZ cancels the flight the refund process should not be so cumbersome on the individual. I just want my money back.

Fees on fees at check in for anything possible, they are the ryan air of the southern hemisphere, avoid

What absolute chaos at Auckland airport. Our 1 hour flight to Christchurch was ultimately delayed by 9 hours! There had been fog at the airport during the early morning which had a knock-on effect for the rest of the day. My flight was continually delayed until being cancelled at the very last minute. Air NZ help desk was manned by 2 agents attempting to rebook passengers resulting in a massive queue and a wait of around two hours. No apologies, no staff giving information and no compensation or food/drinks vouchers. Unbelievable for a national airline in its home city. They no doubt will plead that they cannot control the weather. However when fog is forecast and the runway landing minimums are increased (due work in progress) forward planning should have been in place and at a minimum fill the airport with staff to help.
If at all possible avoid Air New Zealand

Booked through Webjet. Flight cancelled. Accepted the not ideal alternative. Moving work commitments, medical appointments, car hire, hotel etc (was told in the email this would be my alternative flight).
Was then told my flight was changed again. As I'm flying for compassionate reasons, the second change wasn't suitable. Phoned Customer Service who 'coldly' informed me it was nothing to do with Air NZ. Went back to Webjet who advised Air NZ needed to approve the refund. Seriously!! Where has Customer Service gone and how does an airline think we all just sit around waiting for when flights that are convenient to them, without thought of how it impacts multiple areas of someone's life??! Sorry to say as a kiwi I doubt I will every fly Air NZ again.

My experience with Air New Zealand was extremely disappointing. The flight attendants were unprofessional and unfriendly. It felt like passengers were treated as if we were travelling for free rather than paying customers.

The food options were very limited, and there wasn’t enough supply for all passengers, which is unacceptable on a paid international flight. Blankets were also not available, which made the journey uncomfortable, especially on a long flight.

What concerned me most was the behaviour of the cabin crew. There was clear favouritism, and it felt discriminatory. This kind of treatment reflects very poorly on the airline and its training standards.

Air New Zealand seriously needs to improve staff training, customer service, and equality in how passengers are treated. I would not recommend this airline based on my experience.

Unable to contact, dropped calls and "chat with a human".
Terrible experience. If I could choose a different airline I would

Ripped off! Air NZ website 20% or more expensive than other sites like google flights , Skyscanner or kayak in comparison to exactly the same routes and flights time. Spoke to their premium call centre they don’t offer price match and the agent admitted other sites cheaper due to competition Air NZ can’t compete. So consumers be smart when you looking for deals . Yours big lost Air NZ. !!!! We spent $$$$$ elsewhere from now.

The Service Desk at Auckland Domestic Airport has the most unfriendly, miserable people working there. They need to review some of the staff and get more friendly helpful staff. We flew out on the 1st Jan 26
and at about 7.30 I approached a woman with her pulled back hair - no smile just this look of misery and stink attitude.

Checking in my dog for a domestic flight of 2 hours was beyond stressful. Air Zealand now removes water, and soft toys, even a hoodie as it’s a too greater risk for the dog.
All they have is their bed.
Meanwhile the rest of the world are allowing pets in the cabin.
Very very disappointing Air New Zealand. Embarrassing to say the least.

Extremely nice crew, lovely airline, 100% reccomend.