Air New Zealand

New Air NZ business class review: Seat was SO much better than old hearing bone disaster seats…….BUT for an almost new installation the fact the both flights I took the table just kept popping out randomly. The buttons for recline are in such a stupid position that you knock them and randomly your seat moves. The food was just disgraceful, tasteless and clumsy presentation. The garlic bread used to be actual garlic bread, now it’s some bread finger looking thing that lacks any real garlic flavour. It’s disappointing after years of development they are still light years behind Singapore Airlines or JAL for example. The seat is much better, just be rich enough to know that’s really all your getting, the food and service in not even close to other major airlines when flying premium. My GF was basically ignored by her flight attendant who would just stare and say barely anything. Air NZ has lost is allure and I have given up trying to be loyal to them as it’s disappointing and I get much better service and flight rewards from other airlines and programmes. I’m aware this is a first world problem, but it’s still a problem as it’s average and I expected so much more with the years they spent developing this new seating. It also feels Air NZ staff are just not as engaged as they once were and as a customer this is being noticed.

Thanks Air NZ for increasing your prices so much during peak travel periods and making the decision to book with JetStar that much easier. I booked return flights this morning with you at non-peak for roughly half the price you were charging for the exact same flights during peak, so I booked these with JetStar who were significantly less.

I always prefer to travel with air New Zealand it’s my favourite airline to travel with in New Zealand in domestic travel it’s always on time what I experience whenever I travel with Air NZ it’s has very good service flights are very new clean comfortable.

Possibly the worst customer service of any airline I have used around the world. My partner was diagnosed with a serious health issue so we have been trying to change flights or get a credit note as a refund is unavailable unless she passes away. We contacted them over a month prior to the flights and they told us to fill in forms which we did on there website. And it's a been a week after the flight and still no reply. We have tried calling and keep getting cut of before we get through to an operator. Very poor considering there planes and service during flights is top quality.

I gifted my parents the flight tickets to see my family in NZ including NZeTA. My parents struggled to check in with Kiosk in the airport and asked Air NewZealand staff to help. She asked them if they already have NZeTA. My dad said “my son should have all sorted out” and showed her the copy of the issued status email from Immigration NZ. She said “ this is just copy of app, you can’t enter into New Zealand”.. “You need to apply NZeTA, do you have cellphone?” Over 70 years old parents had no idea so listened her and applied unnecessary second NZeTA.. As that was almost boarding time, my parents had so much pressure and stress. Super mysterious why she thought my parents need to apply again even after she saw the copy of the issued status email.. After my parents arrived NZ they told me what happened in the airport. I complained Air NewZealand but they kept saying “your parents initial NZeTA was transit only so needed second application” I paid $123 so can’t be transit only. Looks like they tried to make me give up. I rang Air NewZealand Japan and finally they accepted their mistake and refunded for unnecessary second NZeTA. Thank you for unreliable customer care. You ruined my parents travelling time from beginning. If this issue didn’t happen, my parents could have better time in NZ.

Utterly contemptuous lying deceiving obfuscating reprobates! I have a booking with them, cattle class seat at business class price (seriously). Their obsequious email a few days before departure has a link to add bags. That link accepts my booking reference & family name, refreshes the screen, & deletes those details! I approached their messenger chat to ask for the cost of a second bag and the cost of a single oversize bag within the 23kg limit. They refused to provide that and told me to speak to Singapore Airlines. I showed them the discussion I already had with Singapore Airlines in which the confirmed that they honour their partner airline Air New Zealand's baggage acceptance. Despite that, they arrogantly and stubbornly refuse to provide any cost indications for oversize or multiple baggage. Even my drawing their attention to IATA's Resolution 302 which requires the Most Significant Carrier's baggage charges to apply, and even confirming that I paid Air New Zealand for Air New Zealand flights with Air New Zealand flight numbers, and even confirming that both the flight distance and the flight time is more on Air New Zealand than on Singapore Airlines, they are still too stubborn, too arrogant, and too self-obsessed to help. This is just one of countless offensive experiences. This lot refuse to accept any responsibility for any of their actions. They are perpetually late, they are clueless about international airports, theur check-in kiosks claim that they have issued bag tags when they have not, just about every encounter with then results is stress, torment, anguish, and frustration. They are best avoided, for your own health.

Sharing this so other travellers don’t get caught the same way. We booked a through-ticket from Christchurch → Auckland → Hong Kong via Expedia (Air NZ + Cathay Pacific). Our official booking confirmation clearly stated that our infant was entitled to 1 free check-in baggage for the whole journey. However, at Christchurch Airport, Air New Zealand charged us NZD $300 for the infant baggage, insisting that “infants do not get check-in baggage” based on their own website policy. ❗ What went wrong: • We showed our booking documents (same ticket, same reservation, through-ticket). • It clearly says infant baggage INCLUDED. • Cathay Pacific long-haul flights normally include infant baggage. • Through-ticket rules should apply to the whole journey. • But Air NZ ignored all the ticket information. ❗ Air NZ customer service response: After contacting them multiple times, every reply repeated the same line: “Our website says infants don’t have check-in baggage.” They never addressed the evidence from our booking, and refused to refund. ⚠️ Why this matters: When you buy a through-ticket, passengers rely on the official baggage allowance shown at the time of purchase, not individual airline websites. This experience was extremely frustrating, especially for families travelling with a baby. ⚠️ Reminder to other travellers: If your ticket involves Air NZ + another airline, double-check everything at the airport, even if your booking confirmation clearly shows baggage included. Air NZ may still charge you based on their own website instead of your ticketed allowance.

What great service aboard Air New Zealand flights NZ 146 and NZ 8 on 12/9. First time travelling Air Zealand as we usually travel to India by Singapore airlines. Warm friendly staff full of professionalism who truly care for the passengers. So thank you and we look forward to our return flights from US to Brisbane early Oct. Lovely to see all ages of travel hostesses as it really adds to the atmosphere unlike some airlines who only employ the younger ones. Definitely will check and keep an eye out for when you start flying to India. Thanks again for starting our holiday with great service.

Well, first of all, our original flight from Honolulu to Auckland was supposed to be on a 787 Dreamliner, but since there were some issues with the Rolls Royce maintenance, we were converted over to a "leased" 777. Not such a bad option, except that it lacked some of the accessories that we've gotten used to, like the multi platform entertainment systems and usb charging ports (needed for a 9 hour flight). Other than that, especially since the crew were Air New Zealand, the flight(s) went off without a hitch. My daughters received their "special request" meals (kids) delivered first (bonus) and apparently they liked them because they were empty when the trays were picked up. NOTE: passengers ARE NOT allowed to save items from the meals and bring them off the plane. I figure this is because of the customs declaration, but something to keep in mind . . . right girls?!?! The attendants were efficient and friendly. I did noticed that there are different ticket levels (I didn't know) in economy. Apparently, there's a level that just gives the passenger a "seat and bag" - no meal service, just beverages (coffee, tea or water). Interesting. I didn't know this was an option. I might have selected if it were just me and if the price was significantly lower. The seats were large in comparison to some domestic carriers, but I'm not a large guy so it really doesn't affect me much. The food was ok. Typical economy class chow - salty and generally non-descript, but edible. Our second flight from Auckland to Queenstown went off without a hitch. No complaints.

I was planning on going to New Zealand in January. I booked my tickets in June and in October Air New Zealand cancelled my return flight. I had bought flexible tickets and was told I could get a complete refund. I had the choice of staying in Auckland for three more day which I did not want to do. They offered me a refund less $300 or a credit for a year. I did not want the credit and I have to eat the $300. I will tell my neighbors and friends about the experience I had with Air New Zealand and hope the will not fly with them Lois Buncher

Best airline anyway!! Love flying with Air New Zealand but it's a nightmare if you want to call their customer helpline. You can easily find yourself waiting for an hour