We travelled from LAX to Auckland, Auckland to Brisbane, Brisbane to Auckland and Auckland to Los Angeles. Of the four flights one was cancelled and the return to Los Angeles ANZ cancelled our Skycouch and we spent 4 hours on the phone with customer service to rebook the flight. The Skycouch was cancelled because they had to substitute for another plane without a skycouch option. There were no seats together for the original 13 hour flight so my wife and I asked customer service to rebook us on the following day. This took 4 hours on the phone. The website and app we unable to do any of this change. It seems the customer service staff had to put us on hold for 15 minutes to 20 minutes at a time. At one stage the customer service said they were contacting the airport to verify seat allocation. We got a new e-ticket emailed to us that did not show the Skycouch, or any seat allocation. When we called to ask about this which took an additional 45 minutes, the customer service representative told us they could not correct it because "our reservation had been changed too many times". Let me assure you that all of the changes were done because Air New Zealand cancelled our earlier flight and we spent many hours on the phone rebooking that flight. This all happened 28 hours before departure and I was never personally informed of the problem. My sister with a separate booking was informed 34 hours before and it was only because of her contacting Air New Zealand that we even found out there was a problem with our booking. I was born in New Zealand and feel it is helping the country by flying Air New Zealand but that loyalty is now broken. The actual flights, cabin crew and even the customer service staff themselves were good to very good but they don't seem to be able to forecast the service to their planes more than 48 hours ahead of time and this causes a cascade effect to their customers. If their customer service staff had the tools to make corrections it would be less painful but when it took 4 hours to rebook a flight and make a seat allocation that shows there is something very wrong about their system. I personally know if many other people who have experienced very similar failures by Air New Zealand including my sister and a cousin. I hope that Air New Zealand can fix the problem and recover from this failure. Regards, Mark Teale, Architect

Air New Zealand upsales their “The Works” package (pick your seat, check in luggage, meal and access to video) when meals and videos are already included in my booking flight! Very misleading marketing scam making you think that by not getting this upgrade we won’t be able to have media / movie access nor food on board. It is a devilish trick filled with lies instead of selling you just for the checking luggage. They are using the fear factor on passengers and their crew even said that some people on board get movies and others not depending on the flight but I found out that’s totally false (especially for International flights) so why is this airline upselling me for things that we all already have (food and movie access). Very misleading service to get more $ from us. Very unethical.

Everything about the flight exceeded my expectations, from the super-friendly service to the NZ craft beer and cider, to the compostable food packaging, restaurant quality food and the latest movies. I will always fly Air NZ if I have the option, as it is constently the best airline i have ever experienced.

Great flight across the Tasman even if the A320 is a little noisy in cabin compared to larger jets. Great F&B, great service, not the cheapest but value for money.

Poor service, food not great , inattentive staff

I had to change my ticket and needed to talk to the customer service. There was no estimate time to waiting nor return call service. I waited 38 minutes and 13 seconds, but they hang up on me. What kind of service is this? They deserve one star for having a phone line at this point. It's time to improve, ANZ

Excpetional customer service.

Absolutely incompetent airline. My wife and I were booked on flight NZ580 We did the online check-in the day before and waited at CHC airport, printed out baggage tags and boarding passes. Then when we put the suitcases on the drop of belt, my suitcase was accepted without any problem, after a short passport check by a staff member and disappeared. My wife's suitcases were rejected and the staff member was at a loss. So we had to wait 15 minutes for a supervisor to explain that our flight was cancelled . I then had to walk all over the airport to get my suitcase back. After 20 min, that was also done. Then we had to print out tags and boarding passes again and go to the drop off belt again. In addition, my wife would now not be seated next to me. At 8:05 a.m. I received a text message telling me that the flight had been cancelled. I have rarely experienced such an unprofessional airline. Of course, there was no apology, just an "engineering problem".

Aircrew are great, but totally let down by their abysmal customer service. The latest problem with them is getting a refund for a fully flexible flight. I paid a premium to be able to cancel as I wasn't sure if the trip would go ahead. There is no provision to cancel the fare online, so after waiting over 8 hours spread across 2 days trying to call them, I eventually had to make a trip to the airport to cancel it. It's the 21st century - and you have to drive 30km to talk to some one??? Payment of the ticket was done immediately, but the refund process seems to have no end date in sight. The flight was cancelled last year and I'm still waiting on the refund. When you finally get through to customer service after being on hold for hours, they can't tell you anything. They haven't replied to online contact forms or emails. Air NZ used to be my favorite airline, but after the recent experience they are just too difficult to deal with.