Air New Zealand Omdömen 

My daughter and grandchildren were flying from New Zealand via Singapore to Manchester UK. Unfortunately due to adverse weather they had to land in Kuala Lumpur and were put in a room with all the other passengers. They were there hours with no information but eventually sent to a hotel where they were able to shower. They were then taken to back to KL airport and flown to Singapore. On arrival no onward flights had been booked for them and no one was available from Air NZ to help. They have been without any refreshments for nearly 36 hrs and the children are tired and hungry. This is appalling service from a leading airline hence this review.

On a recent trip I travelled bare bones cattle class.Singapore Air was best.Cathay was ok.Air NZ was 3rd best.

When provided services are great, but it is extremely hard to contact staff and report problems when they arise. It took close to three months to resolve issues with damaged luggage, although a new one was provided when the team finally responded.

The customer service is non existent. They responded to an email 6 months later. I now have had a flight booking disappear from my app. Am very concerned about my booking but there is no way to contact them. I spent 3 hours on hold yesterday on the phone and then gave up. They are a disgrace.I will avoid flying with them in future.

Advertised flights and fares using partner airline, allowed option selections (meal, seating), then accepted payment by internet banking. Immediately after payment, displayed error message saying flights couldn’t be booked by partner airline and to phone Air NZ. Phone took nearly 20 minutes to get to talk to someone… who couldn’t help.. transferred to international support… who couldn’t help. Said they would take the message and respond within 48 to 72 hours!
Response was an e-mailed ticket… but their app and the partner airlines apps differed. One said the trip wasn’t ticketed, so I couldn’t manage it…. All preferences and requests had disappeared and the baggage allowance had dropped form 30kg to 23kg.
A week later, I’m still trying to get this resolved.
Rubbish.

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 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.

This is for the flight crew of NZ-5, the direct flight from LA to NZ.
I appreciate the pilots' safe landing and easy takeoff. Although there was some turbulence along the way, you managed to keep us safe.
Thank you to the wonderful staff who looked after us on the flight. I sincerely appreciate your professionalism and attention to detail. Myself and friends were lucky enough to have being upgraded to business premium, which was a nice way to round off our NY & LA trip. And I sincerely hope that everyone will soon have the opportunity to do the same.

Additionally, I want to acknowledge the Air NZ crew worked in economy for their efforts on the evening journey from New Zealand to New York on April 8. Thank you for your service; you were all wonderful.

Be safe & Blessings x

Not enough customer services staff and failing systems. Customers pay for this underinvestment by spending hours and hours on hold. It's a disgrace and I will to by very best to avoid booking with Air NZ again, noting that their virtual monopoly in NZ makes this a hard thing to achieve.

Flight cancellation causing mega problems and trying to get through to customers services is tenuous.
Waited 40 mins before someone answered.
They certainly need to improve

My son arrived from Singapore on 01/03/23 in Auckland to catch a connecting flight to Wellington. His bag did not arrive on the AIRNZ flight but was told by their baggage handlers that it was following on another flight, would be checked then forwarded to Wellington and delivered to his parents address. We know from Air Tags the bag arrived and from a call from bio security it has been check but 52hrs+ later no contact from AIRNZ. My son has sat on their freephone number for 2.5hrs with no response and no notification that no one is available, what is he supposed to do for clothes etc? Customer service is so poor.

The worst customer service for flights I've ever experienced in 20 years.

I just needed to change the last name of my wife as her last name changed when we got married.

I waited 6+ hours for a call back from customer service only to provide no help. They have no email, chat service, or anything besides a phone number. I had to go through my Chase portal to get assistance, and Air New Zealand is making them submit a BRAND NEW BOOKING and charging me $75 for a name change fee.

incredibly frustrating. I could literally log in to a dashboard, delete one last name, type the new one, and log out. It's 2023 y'all. Not hard. Especially when I have provided a passport and license all with the correct last name.

warm crew and amazing planes. loves every trip I've been on with air nz.

Air New Zealand is a majority government owned airline that has received BILLIONS of dollars in taxpayer funding during Covid to retain staff and save the airline. As one of these taxpayers, I should hope the money has been well spent - it has not.

So, we are finally allowed to travel again, post Covid, we expect that the management of Air NZ would have the company ready to do business right ? NO NO NO

The only reason I did not cancel and fly Qantas, is because Air NZ would not give me my money back.

THREE HOURS FIFTEEN MINUTES on the phone to get hold of customer service so I could change a flight and then they told me I could not do it, because I had booked via Expedia (another story, read my review of them) and lost $700. The Air NZ app for booking multiple legs of flights DOES NOT WORK if one of the legs is not a part of their "alliance" so the process crumbles and you have to book each leg separately and then when you wait on the phone AGAIN to ask a question FOR ANOTHER THREE HOURS, they tell you that you must be doing something wrong, despite it being perfectly obvious that their "customer service" does not understand how their own app works.

So after a fraught booking process we get on the plane... and the "inflight safety video" is a flagrantly racist political message, it has little to do with New Zealand as a whole and is simply promoting the single racist agenda of a minority of non-indigenous people who are pushing their own political version of a made-up reality. This is not good guys - this is a party political advertisement, not even disguised, standing-in for a safety briefing - this is completely wrong and if the government did not own the airline, would be taken down. The fact that it cost MILLIONS TO PRODUCE THIS VIDEO, makes it worse, considering how bad the real customer service experienced.

On the flight, the much-advertised inflight WiFi DOES NOT FUNCTION AT ALL, any movie worth watching is CHARGEABLE IN ADDITION and the flight attendants are PUSHY AND RUDE. Apart from that, it was a great flight, we got there in one piece and the pilot sounded the usual Kiwi relaxed and professional on the microphone. It is just that everything that pertained to customer contact was unpleasant, reeked of this racist political agenda and should not represent New Zealand whosoever and certainly they should not be spending my tax dollars wasting it in this way.

Guys you are running a national airline, you are extremely well funded, even when you are shut down and have no excuses for the crap service and tribal racism that you are now delivering - get back to being a national airline we can respect, we are ashamed of you.

BAD MANAGEMENT BAD PLANNING - our bail out dollars NOT working!! You cannot blame COVID for everything - have struggled to get hold of your contact center for 72 hours - 5 hours on hold at a time without luck, last night 4 and half hours and this morning since 5am (now 7am) no luck. WARNING NEVER FLY AIR NZ....I would recommend anyone else...or stay at home! AIR NZ does not do our reputation any good !

After a flight diversion due to land in chch I ended up in Auckland airport at 2am being told by airnz staff that they couldn’t find any accomodation for us and that we had to find our own which would be reimbursed or we were “welcome to stay in the international terminal until our rescheduled flight”. I’ve sent through all my receipts for 11th hour accomodation and Uber trips to and from the airport (the flight I was rescheduled on wasn’t until 2pm the following day). I’ve just been advised by your customer service team that only $250 will be refunded of the total $480 I spent.
Terrible service, and complete disregard for all the passenger left in the airport at 2am with no accomodation.
I book with airnz because I trust I’ll be looked after when things go wrong, however this was not the case at all. I feel completely let down by your processes and customer experience. I hate to say it but it’s something I’d expect from Jetstar, not from airline of your calibre.

We live in Katikati and have just booked flights to Wellington. The price for 2 return flights from Tauranga (leave Thursday 2nd May and return Sunday 5th May) was very expensive at around $1,200 seat and bag. The price Auckland to Wellington for the same days was $408 (return for 2 people) so we are going to drive to Auckland and catch our flights from there. Why can't our national carrier offer better fares from our regional airports? I understand economies of scale do impact prices but this is price gouging.