Air New Zealand review by Harriet 2014-02-03

I have only been abroad once and I am not well versed on the regulations that differ from domestic travel. I booked with Air New Zealand flights from Perth to Auckland with a stop over in melbourne. In Perth I checked in with Virgin to fly to melbourne. I mentioned to the Virgin staff member that I had 2 bottles of wine in my hand luggage. He then printed my boarding passes for both flights & told me i did not need to collect my luggage until I arrive in Auckland. When I tried to board Air New Zealand in melbourne I was told I could not take wine in my hand luggage and that it would cost me an additional $120 to check it on as an extra bag. I explained that I had declared the wine was in myy hand luggage when checking in with Virgin and that due to the incompitence of the virgin staff, I should not have to pay the excess fee. And as Virgin is Air New Zealand’s chosen partner, they should have to take the matter up with Virgin.
Air New Zealand told me that it was not their problem and that I could do so if I wanted. I was extremely upset and exhausted by this time. The Air NZ staff then decided I was too upset to fly and made me wait 5 hours for another flight to auckland. During this 5 hour wait, they were ment to try and get my case back for me so I could put the wine in as I could not afford $120 excess. Instead they managed to loose my luggage (I had to leave the wine behind) informing me at the boarding gate, suggesting I wait in Melbourne until they found it!
On my return to Perth a month later I recieved an email from Air NZ, asking if I had anyone who could collect the wine from them at melbourne airport.
I have sent 5 different people to try and collect the wine. Everytime the staff have been clueless about the pre-arranged collection…
I am Gob-smacked at the endless incompitence, misinformation, miscommunication and general lack of customer service standards I have encountered with the staff at both airports.
HOWEVER- The Flight Attendents on the Air New Zealand Flight were exceptionally good, I commend them for the service they provided.
I suggest that both companies should use them as a tool to train the airport staff in proper customer service standards…