Airnewzealand Omdömen 

I planned my flight well in advance from Auckland to Fiji and also domestic flight time in Fiji. Suddenly air New Zealand change the flights which overlaps with domestic fares. Domestic fares cost a lot. Air New Zealand does not take responsibility for changes in domestic air fares. Its not my mistake. Its air NZ who spoiled the plan and changed the flight and does not want to pay the difference. they want to refund my air fares but buying a new ticket is more expensive. They are not customer focused. So please if thinking of travelling air NZ and have connecting flights think properly. Customer care is pathetic, worst experience, does not want to listen and cant think from customers point of view. also hang up on customers. Please don't travel air NZ.

Firstly they lied and said a refund would be provided in five days.
After 2 weeks, hours over the phone being left on hold - them hanging the phone up when they looked into the multiple mistakes they had made and not wanting to explain the mistakes I found one decent human who did take the time to explain their mistakes to me and escalate to their team manager. Note I had already spoken to supervisors who had lied in multiple occasions, shouted at me and proven they do not understand their basic business processes.
It then took 3 weeks to which point I had to cancel my flight to see my family and lost a family member I will never see again because of air Nz.
Their exec team are useless and have only offered a hamper to date as compensation. Oh and air points which I did not agree to.
I have a silver membership and also applied for an upgrade which the request receipt details you’ll be notified in three days, even the exec team won’t explain why air Nz advertise they will tell you in three days but they refuse to.
It’s false advertising and there is no point in having KORU membership anymore as your benefits mean nothing.
Even with my “fully flexible flight” ticket I was supposed to get refunded weeks before Christmas was not flexible - they advertise I pay extra for a flexible flight meaning I should be able to change it and cancel as I please however you can’t change the flight yourself you have to call them up to which they want to charge you $25 to change it - again this is false advertising
Air NZ should be ashamed of themselves!!
Spend your money else where
To think the tax payer bailed them out and their exec team still have no clue what customer service is and Greg Foran says that they will fix it- clearly not Greg
If this is how you lead by example no wonder your staff are unprofessional and have no idea what they are doing

Travel with AirNz 4 times a year to fiji. I book well in advance as I have to get from a to b in a short period of time. After booking 1 month later they decided to delay the flight by 1 hour, then once at Koru lounge on day of flight decided to delay another 1/2 hr as plane had to come from New York for fiji, how stupid to do that to your customers, a flight from New York, winter in New York, of course there will be delays . 3 hr flight to fiji totally ruined my times I booked and transfers and arrival times. Start looking after your regular customers please. Food at fiji koru was always my favourite as a great selection, this time it was awful breakfast no variety and only a few things to choose from. Disappointing when we spend so much a year for Koru. Premium was good getting from one plane to the next but on leaving fiji once through we still had to join the long line as only business class can go through the quick area. We need to also get through if paying for the priviledge.

Air New Zealand use to be very good with there flights but recently, flights have been delayed and canceled, I was suppose to be flying out today to go Melbourne from Auckland on Flight 127 but was canceled and also my flight from Melbourne to Auckland was delayed like 3 times and had to wait for 3 hours, so pathetic Air New Zealand never flying with Air New Zealand again, becoming worse air line now

The main reason for the high rating was because of a certain gentleman by the name of Torsten Jenke, Airport Operations Manager (Offshore Airports) Airport Operations. When our recent flight back from Perth to NZ was cancelled with no notification prior to our airport arrival this person proved to be Masterclass.
He made the difference of us giving Air NZ another chance. Torsten is more than a great asset to Air NZ, a manager proving to make a difference. Thank you for all your time Torsten.

LAMENTABLE
Décembre 2023
La compagnie la plus lâche et la plus méprisable à ma connaissance. Ils m’ont fait vivre un vol infernal de retour de voyage de noces. Non seulement à cause d’un retard (de leur faute) nous avons loupé toutes nos correspondances et nous avons mis 46h à rentrer au lieu de 28h (sur des compagnies deux fois moins cher pour eux que ce que nous nous étions payé), mais en plus ils ont perdu ma valise (TOUTES mes plus belles affaires). Ils ne mettent rien en œuvre pour la retrouver. Ils ne répondent pas aux centaines e-mails envoyés, ils me font tourner en bourrique en prétendant avoir fait livrer ma valise à une date où j’étais en déplacement et quand j’en demande la preuve, plus personne ne répond. Je n’ai pas de mot pour décrire ce que je ressens mais à cause d’eux je n’ai plus rien et je ne compte pas en rester là !

I can’t fly because of illness. I rang (35 minute wait) to cancel and refund - no refund, I need a doctor’s certificate. So next day I saw my doctor and got the certificate. I sent in to the email address they gave me and got an acknowledgment. Since then, nothing. They are dealing with me by letting it slide until the day, then they can cancel without any refund. I used to be a loyal customer but now will avoid wherever possible.

WORSE CUSTOMER SERVICE I HAVE EVER HAD!! SHOCKING!!. My son was on NZ8161 to Gisborne on 15/1/24. We PAID extra as he was an unaccompanied minor- Harlan Pere. Hes 11 [his brother was travelling with him but he is 13]. Checked in for the flight at special assistance as normal. Flight was slightly delayed. Then flight was called. Lined the boys up in the line but was very surprised as all their previous flights- [a couple times a year for the last several years] unaccompanied minors have been called first. EVERY SINGLE TIME!! When the boys got to the gate and swiped their boarding passes, that's when the gate agent realised there was a minor on the flight. Kelly, the most unprofessional, rude and disgustingly inept gate agent i have ever met, then decided the boys needed to stand to the side and be boarded last. THIS HAS NEVER HAPPENED BEFORE!!. When we queried why they weren't called first Kelly informed me that Air NZ NEVER calls for unaccompanied minors before a flight and she had never done this in her 8 years working there. THIS IS A LIE!! When I asked to speak to a supervisor she said she was the supervisor. When I asked for someone higher up to make a complaint Kelly told me she was the highest person. When I asked for the name of her supervisor so I could make a complaint she refused to give me this information as well as her last name. All of this was getting very loud - she was just as loud, and I had to tell her several times to listen to what i was saying and not talk over me. At this stage there is approx 200 people in the AIR NZ departure lounge listening to this heated discussion. As well as the boys who were confused why there were being held back. No one explained it to them from Air NZ. I went back to the Special assistance desk and they pointed me to the Premium check in desk and I spoke to Marianne - Team Manager - who listened and confirmed that Kellys behaviour, attitude and customer service was abysmal. Several people I don't know came up to me after and said it was shocking and I should complain about Kelly and her disgusting incompetent service. Mariana did her best to listen but Kelly is disgraceful. I have paid extra for this service, been lied to, been yelled at, been dismissed and made to feel like we were the issue as we didnt bring him up sooner when we were never informed by Special Assistance this was now a requirement. If the policy has changed [which Mariana confirmed hadn't] or Kelly didn't pick up there were unaccompanied Minors on the flight all she had to do was apologise and say a mistake was made. Not flat out argue and lie in front of 200 people that she was right and MINORS HAVE NEVER BEEN called in her 8 years doing the job. I would appreciate some follow up on this and a call back to discuss further.

Flight was cancelled two days in a row before Christmas after having paid $500 for a one way domestic flight. I needed to get north urgently due to serious illness in the family. In response to this required urgent travel, I had to cancel $500 worth of original Christmas plans in preparation for flying up north. As a result of the cancelation two days in a row, I was unable to support my ill family member, and I forfeited the $500 I spent on my original Christmas plans.

No compensation or explanation, other than "operational requirements " offered. The Hokitika to Christchurch service is notoriously unreliable but also one of the more expensive ones. I expected better than two canceled flights, two days in a row! At least offer a shuttle service where a flight can be taken from. Poor poor service from a company that has the regional flight monopoly! Take a bus if you can! Do not support this company if you can avoid it!

Flight cancelled two hours before boarding (due to an issue with the engine, which appears to be a reoccurance with AirNZ after googling it) after waiting at the airport all day. Rebooked from a direct flight to non-direct flight with a 10 hour layover in between...making my travel time go from 15hr flight to 30 hours total. Gate changed three times while waiting to board the new flight (not sure if I can really blame this last part on AirNZ or if it is more of an Auckland Airport issue).

Rip off. I paid for a return ticket $700 AKL to BNE and canceled same day. The tax refund is $260. So what happens to the other $440? Whose pocket does that go into. Total rip off if you ask me. Air NZ sucks. They are happy to take your money.

Probably worth no stars. Flight NZ120 rescheduled and rescheduled repeatedly over 12hrs, Travelling with kids, told to sit outside the lounge with children who were dead tired whilst being on hold to their helpline for over 40min who ended the call by routing to their survey without even resolving my query which was a simple request to be allowed to sit in the lounge so the kids could rest. Preferred seat bookings were lost and not even offered a meal on the plane despite landing at 1am in the meeting from a 2pm original time.

If I could give zero I would!! Booked from Perth to NZ WITH AIR NEW ZEALAND and after paying they conveniently changed it to WAMOS! What a POS airline they’ve turned into!!!

I would strongly recommend avoiding Air New Zealand if possible. I certainly will not fly them again - my experience was so poor that I will go so far as to change my travel plans to avoid flying with them.

My first concern is the nickel and diming that this greedy airline does towards its customers. In fact, I say Air New Zealand is worse than Spirit Airline in this regard. Your ticket gets you a seat only - you need to pay extra for a suitcase, a seat to ensure you and anyone you are traveling with can sit together (yes, they will separate you even if you purchase tickets together), and changes (even if the other flight has open seats).

My second concern is the abysmal customer service. Gate agents are unable to help and require you to leave security for any and all questions. My gate agent yelled at me that she would not be able to help me before I even asked my question (I wish I was exaggerating). My experience with the help desk was worse. I waited for 10 minutes as two free agents refused to help the line. I also had two separate agents help men before me who walked up to the desk after those of us in line had already been waiting 10+ minutes. When I did finally get them to be willing to help me, they refused to answer my question of how much it would cost to switch flights to an earlier one. Their response was a condescending, “too much, hun. Your flight is only in two hours. Why don’t you just wait?”

My third complaint is the lack of respect to inform customers of delays in a timely manner. My flight was supposed to board at 1:40 pm. At 1:35 pm, we were informed that the previously flight was arriving late and we would be delayed by an hour. Note, they had also known about this for at least 45 minutes, but refused to share the information.

Finally, my husband and I were suddenly prevented from boarding when we scanned our tickets. Instead of asking what the issue was, the gate agent instead condescendingly yelled at me that this was flight ### and I was clearly in the wrong line. Spoiler: I was not in the wrong line. Air New Zealand had given away our seats. Luckily, after 10 minutes, we did eventually get on our flight. But only after they had to split the group of 3 who wanted to sit together to give us our seats back so that we wouldn’t miss our flight. Wonderful.

We had a standby staff flight as a "bonus". We turned up early only to be told the flight was full, and we had to return another day, or pay full price for a alternative flight. We paid 1500$ for a flight to another city later that day, only to find out that we could have boarded the standby flight which we had paid for. So we paid over 1500 additional dollars to get a flight to another city, paid for our additional baggage again and were downgraded. I called their helpline and after over 2 hours got nowhere. I'd suggest walking before using this airline. They make a mistake and we pay, the additional cost was more than it would have been if we booked the flights normally at the time.

Air New Zealand is getting from bad to waste. I been having really bad experience with this airline. I made a booking today and done the payment, and its said booking is not complete please ring the airline. After ringing the airline they said the money might come thru the bank but something went wrong with the booking so its did not complete. It may take 10 to 20 days for the money to refund.

What a stupid system they use. Why would you charge customer if the booking is not complete. So now i have to wait for my refund of 2500$ before i make a new booking and the refund take up to 20days. this is a joke.

Any flight operated by AIR NZ to Singapore do not have a clear baggage policy, neither could we book prepaid baggage and neither anyone tells the price of additional baggage . We called few times at singapore airlines . They asked to call Air NZ . If we have booked tickets with Singapore airlines, Singapore airlines is responsible .We ended up paying $800 at airport Or we else we could have planned accordingly.

Dear Fellow Travellers - heads up - when you are advised of a flight schedule change also check to ensure that your preferred paid-for seats have not changed. The contact centre advised there is a time delay between systems and you can (like we did ) find the preferred seats you paid for have been changed depending on where you are seated on the plane (prem econ), it is not possible to correct them because your original seats have been filled. Note AIRNZ charges to select a preferred seat, know there is a delay between systems and I suspect are making a tidy profit from its customers who do not realise this until it's too late and probably get fed up waiting for AIRNZ to respond to any refund request emails. I will be persevering on principle - I paid enough for the flights themselves!

Hi to all the staff at Air NZ who helped me and little Asta(dog) when changing flights.
When I needed to change my flights, my mother was in a major accident on Friday and health wasn't very good at all, the staff in Air NZ were fantastic in helping to change my days and times, so I could spend more time with my mother before returning to Otago (currently in Hawke's Bay).
Thank you all so very much for all you have done for myself and Asta.
Debbie

Air NZ used to be a great airline. Sadly that is no longer the case. I have had multiple flights cancelled - with no explanation. I have had flight times changed - so that they no longer connect with the following flight. Beware of the baggage allowance, this seems to change between connecting flights. I am also a Koru member. This is really only useful for using the lounge. Any other benefits seem to be at the discretion of airline.
Air NZ went broke in 2001 and was bailed out by the NZ public. The NZ public are the majority shareholders in this airline. Air NZ would do well to remember this next time they decide to treat their customers with such distain. I strongly believe the only reason Air NZ survives is that it has a monopoly in the market at present. Bring on the competition!