I booked my elderly mother from WLG to SYD with special aassistance wheelchair access. I even called the airline to reconfirm as she recently underwent knee replacement surgery. I was assured that my mother would be taken care of even at the arrival destination. When she arrived to Sydney the airline staff told her that there were no wheelchairs available and that a staff member would assist her by walking alongside her to the arrivals gate. How the hell is that assisting her? She is still walking on her own which she is physically not capable ...

We flew from Sydney to Wellington for the long week-end, departing Fri 7/06/19 on NZ842, and returning Mon 10/06/19 on NZ849. The Airbus 320 Neo is a nice plane, although a bit noisy. However, the service wasn't great. We had "The Works" package, which includes food, drinks and entertainment. But the better food choice was already gone long before the serving trolley reached us (rear section, but close to middle of the plane). Similar on the return flight, the beef Stroganoff was gone way before it came to us. Such a coincidence!!! Not really, ...

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.

I have been traveling between the US and Australia for 11 years every year on Qantas Airlines. I decided to go to New Zealand as somebody recommended them. My flight was on May 18 from DFW (Dallas TX) to Houston TX flight # UA282 Night at Airlines operated by a New Zealand. Then from Houston TX to NZ to Australia on flight #NZ29 and #NZ123. The flight from Dallas to Houston was delayed due to bad weather however we arrived in Houston at 9:07 PM. Our flight from Houston to New Zealand on flight #NZ29 I was not leaving Houston until 9:20 PM. I w...

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

Avoid dealing with Air New Zealand
For context, I have travelled with AirNZ regularly, mainly for work, for 15 plus years and have maintained Elite status for most of that time.

Now however, i will use up my points and will then seriously consider all and any other airline for trips than fly with this devious, greedy and morally bankrupt airline whose policies and actions care nothing for the fair treatment of its customers.

The most recent, in a string of inept and financially ruinous examples of their behaviour- i had a credit for a flight ...

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)

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!

I rang the 132476 number from sydney after seeing the following on their website:

"Star Alliance flights
Your Airpoints Dollars could take you further than you expect with the ability to spend your Airpoints Dollars on a range of reward tickets for flights with our Star Alliance partners. Use your Airpoints Dollars to book Star Alliance airline flights by calling our Air New Zealand contact centre. A limited number of these reward tickets are available on each flight, so it pays to book early. "

I called their contact centre as the reference ...

For years with generally little or no competition from a competing airline, Air New Zealand have been able to "subsidise" their international routes, to be competitive, all to the detriment of regional N.Z cities

The day after the announcement by the CEO on National T.V we booked two tickets to fly Nelson - Auckland and return in July 2019. We thought we'd get a competitive deal for a change for these two flights. How wrong we were...

Having found the appropriate flights we went through the online booking process (which is cumbersome and loa...

We recently paid for a "one-up" upgrade between Sydney and Auckland. The plane was a rental, but there was nothing wrong with our comfort in flight. It was the service that was not up to Air NZ reputation. It was slow, and at times non-existent, the toilets were dirty, even though it was a short flight and the plane was not busy. Meal delivery was slow as was a top up on our drinks. I was offered a top up and I was still drinking my first glass, when a did require a little more, the steward was not to be found. Food was nice. Really would think twice before paying for an upgrade on our next flight in May

I have flown twice with this airline. Our trip to Australia was fine...good service and friendly attendants. On our way back I asked for a drink as I wasn't feeling well and it took 3 hours and asking 4 times. I finally got it after the breakfast meal was served. The female attendant was rude and made me feel like I had inconvenienced her. I was feeling very dehydrated and just needed a glass of water but had to wait until everyone was served.

Mon 28 Jan 2019 internal domestic flight cancelled from New Plymouth to Auckland. A courtesy bus was engaged, bus left late, gear box stuffed, was delayed in Te Kuiti and traffic then air con packed up and were late so all international passengers missed their rescheduled flights!. No Air NZ rep was on board the bus to drive the schedule and process. A complete bogan bum-fight!. Complacent staff (particularly in New Plymouth), no proper contingency plan in place, no priority given to international travellers who should have been on a courtesy m...

Absolutely disgusted with AirNZ, I have flights booked from Brisbane to Papeete this Friday that were originally landing at 7am... now landing at 12.30am and originally departing at 9am, now departing at 2am. So I now have to book two extra nights accommodation and there were no alternative flights either day each side of my flights. AirNZ have basically said too bad, zero compensation, no free accommodation for those nights, no meal tickets... NOTHING. I don't see how an airline can change flight times so drastically and you just have to deal with it. Yes I could get a refund, but then I lose all my accommodation and no other airlines fly to Tahiti from Australia. Won't be flying with them again.

Jan 30th. Just had my flight from Tauranga to Auckland cancelled. The board said "on schedule" as we could see the luggage being removed from the plane and pilots leaving. Missed my Auckland to Manchester Emirates flight. I had allowed a 4 hour connection.
No other plane provided, they could have got one from Auckland or any other local airport. Booked me on the next day and it cost me $940 to change my Emirates booking. No compensation so have put in a very strong complaint and claimed my out of pocket expenses. Staff not helpful, announcemen...