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Air New Zealand

Air New Zealand

2.5 from 204 reviews

See the Best International Airlines in 2019 as rated by Australians on ProductReview.com.au.

Reviews

Review distribution

5 star
44
4 star
26
3 star
11
2 star
32
1 star
91

  • Verified customer

Disappointing food service

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationSydney NSW, Australia
ClassEconomy
BookingThrough Airline
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Renee m

Renee mNSW, 2038

  • 24 reviews
  • 36 likes

Their safety of passengers travel is not number 1

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
ClassEconomy
BookingThrough Airline
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Michael

MichaelGreater Melbourne (Metropolitan), VIC

Gluten Intolerance - Extremely Disappointing

published

On my return flight from LA to Auckland, I was given a meal that was not gluten free - even after selecting and informing the airline of my intolerance. This was raised with the airline and there apologies where addressed through a $100.00 voucher. The lack of remorse even after raising this issue with senior management is alarming. I have refused the credit as I believe this is inadequate and would rather inform potential clients wishing to travel with Air New Zealand to review your meal selection and double check throughout all flight legs to ensure all food intolerance's and/or religious believes are being meet.

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationAuckland, New Zealand
ClassEconomy
BookingThrough Airline
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Chris332

Chris332Greater Melbourne (Metropolitan), VIC

  • 12 reviews
  • 19 likes

Business class, should have flown economy with some other airline

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationVancouver, BC, Canada
ClassBusiness Class
BookingThird Party
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Leslie D.

Leslie D.

  • 3 reviews

Great Service comfortable flight

published

Melbourne to Auckland flight. Booked online via Air NZ app, easy and efficient.

I was a bit worried as I’d had some recent upgrades to business on Emirates. But all was pretty comfy for cattle class.

Check in was quick and easy the self service system works well with. O queues.

Meals was ok, better than a recent Qantas flight. Staff service was pretty good. I had a blocked nose and one if the attendants got me a cup with civjsand hot water in it to clear me head for the descent. Very kind. Luggage collection was quite smooth. My Seay was acceptable for economy.all in all trouble free flying.

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationAuckland, New Zealand
BookingThrough Airline
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Use another airline

published

Booked Air NZ specifically for the service, paid extra for food etc. Plane was replaced last minute (with no communication to customers) entertainment system was from the 80's, barely worked and gave me a headache to watch it, nowhere to charge my phone, the food was awful and made me sick. Made a complaint, got a generic response. Useless, won't be travelling with them again.

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationMelbourne VIC, Australia
ClassEconomy
BookingThrough Airline
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Cameron

CameronSydney, NSW

  • 2 reviews

Terrible joke

published

Booked first class tickets
Plane was replaced by a rental plane from the 1980s. In flight entertainment was my mobile phone. We emailed a complaint to air New Zealand, whose response was that we had received priority check in which is a first class service. We had been regular customers of air New Zealand for years however their customer service is terrible
We will never fly with them again

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationAuckland, New Zealand
ClassFirst Class
BookingThrough Airline
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Rocket

RocketSouth East Queensland, QLD

  • 5 reviews
  • 5 likes

They lie and off load bags. Worst airline

published

Queenstown to Brisbane 11 August. Told all people they were moving bags around for weight yet the plane was not full. Over 50 people in line at Brisbane now complaining the bags aren’t here. Basically NZ Airlines lies to all passengers. Never ever fly this airline again.

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
ClassEconomy
BookingThrough Airline
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Cancelled my ticket. Didn't notify me.

published

I was booked to fly with Air New Zealand tonight (Firm Business Class ticket from Australia to USA) but they changed me to tomorrows flight without notifying me or giving a reason. I found this out when checking in a few hours before departure. After spending 70 minutes on the phone to customer service it was obvious they simply did not care and they offered no solution. I had to buy a last minute ticket on another airline at enormous cost as I could not arrive a day late. This is the third time in two years AirNZ have done this. Never again.

Value for Money
Transparency
DestinationUSA
ClassBusiness Class
BookingThrough Airline
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Not very ethical

published

Took our money months before flight & refused to refund when one of us got very ill. Never use them again. Had well over months notice & could easily have resold tickets.

Value for Money
Transparency
ClassPremium Economy
BookingThrough Airline
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Bunny

BunnySydney, NSW

  • 5 reviews
  • 1 like

Air New Zealand Ground Crew courteous and professional

published

Travelled recently over the dish. Arrived at Sydney Airport very flustered and was greeted by the Air New Zealand ground crew. I was very impressed by the reception I received. In particular a young lady by the name of Kat. Was made to feel calm and special by her professional demeanour.

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationLos Angeles, CA, USA
ClassPremium Economy
BookingThrough Airline
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Carolena

CarolenaSydney, NSW

  • 2 reviews

Do not fly Air NZ!!!!

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
DestinationSydney NSW, Australia
ClassPremium Economy
BookingThrough Airline
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george335igmail.com

george335igmail.comSydney, NSW

  • 3 reviews
  • 4 likes

Average airline, pretending to be more

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationWellington, New Zealand
ClassEconomy
BookingThird Party
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P Mac

P MacSydney, NSW

Replacement Airpoints Card

published

I have held a Air New Zealand Airpoints card for over twenty years. My card is falling to pieces, I rang Air New Zealand today and am told that they cannot post a new card to an Australian address. They Even asked if they could mail it to a NZ address. Are they going that badly or is this just very poor customer service.

Nensi S.

Nensi S.Greater Melbourne (Metropolitan), VIC

Complaint!

published
Value for Money
Transparency
Seat Room
In-Flight Service
ClassPremium Economy
BookingThird Party
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Annie inglis

Annie inglisMetropolitan Adelaide, SA

Great service

published

My son has been studying in the US for the last 2 years and flown multiple times back and forth from Adelaide.
I too have flown to see my son with Air New Zealand.
Not once have either of us had a bad experience with this airline.
We have both found them to be very accommodating in every way.
I have also had to change an international flight and the customer service officer was extremely helpful and understanding.
I now would not fly to the US with any other airline as I trust them implicitly.
Thank you Air New Zealand for making my time away from my son the only thing I didn’t have to worry about.

Annie

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationLos Angeles, CA, USA
ClassPremium Economy
BookingThrough Airline
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Patty

PattyAuckland

  • 3 reviews
  • 1 like

Unreasonably overcharged by Air New Zealand

published
Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationLos Angeles, CA, USA
ClassPremium Economy
BookingThrough Airline
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testdriver

testdriverMetropolitan Adelaide, SA

  • 29 reviews
  • 38 likes

Business class joke

published

Before booking business class, take a look at the cabin layout. You are effectively facing the people across the aisle ! Economy has more privacy ! And also be aware that unless you are a gold member, a business class ticket does not get you in to a lounge prior to a business class domestic partner airline connection. I'm posting this to help others as it is hard to find this out at the time of booking. On the positive side the help centre helpfully and efficiently confirmed the lack of lounge access at Houston (and everywhere else it seems)

Value for Money
Transparency
Seat Room
Food
In-Flight Service
In-Flight Entertainment
DestinationDetroit, MI, USA
ClassBusiness Class
BookingThird Party
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N Nguyen

N NguyenSydney

  • 6 reviews
  • 3 likes

Portable cot not included as baby item

published

Only pram, stroller and car seats are allowed as free items when you travel with baby. I got official response from Air NZ that portable cot is not free baby item. I never had any problem with other airlines about bringing portable cot. How can they call themselves "Family Friendly"? Very disappointed!

Value for Money
DestinationAuckland, New Zealand
ClassEconomy
BookingThrough Airline
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Into the horizon

Into the horizonSydney, NSW

  • 4 reviews
  • 1 like

AIR NZ website info needs updating - Customer Service operators needs extensive training - Worthless Airpoints program

published

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Questions & Answers

Marion

Marionasked

Hello, we are flying from Sydney to Rarotonga via Air New Zealand. The flight is at 9.30 pm. I was wondering what meal is served. I purchased an economy with the works ticket. Thank you.

No answers

johnlang

johnlangasked

If you have a complaint about the airline who should you send it to? I was told flightcomment@airnz.co.nz by a groundstaff manager but no anwer yet

1 answer
The Y-man
The Y-man

According to their website:
https://airnzau.custhelp.com/app/ask?_ga=2.9486579.752093966.1513667748-243615768.1507955230#


Skivet

Skivetasked

Recently flew Gold Coast to Houston premium economy. The first leg was Gold Coast to Auckland works delux. I was 1 D and 1F was an expectant mother with toddler who she promptly sat in the reserved spare seat between us.wondering what is airnz policy on this situation? I would not go works delux again if there was a chance of this happening again.

3 answers
Emily
Emily

The free seat is fair game - airlines generally like to accomodate parents with lap toddlers by offering spare seats if they can. Trust me, your experience would've truly been absolutely awful if that baby was forces to stay in poor mum's arms the whole time (hello temper tantrums!) She didn't break any rules. In other words - get over yourself and have a little compassion, it's survival mode in the air. For goodness sakes the poor woman was pregnant and flying a toddler without help! She deserves a medal!

Emily
Emily

The free seat is fair game - airlines generally like to accomodate parents with lap toddlers by offering spare seats if they can. Trust me, your experience would've truly been absolutely awful if that baby was forces to stay in poor mum's arms the whole time (hello temper tantrums!) She didn't break any rules. In other words - get over yourself and have a little compassion, it's survival mode in the air. For goodness sakes the poor woman was pregnant and flying a toddler without help! She deserves a medal!

Dymo
Dymo

Emily is wrong. It is a guaranteed empty seat so that you have a bit more room. It is not for a toddler. It should never have been used and is not 'fair game'. You don't pay extra to have a toddler seated next to you. It is Emily who feels entitled and needs to get over herself.


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