Air New Zealand
reviews

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.

Great staff service; excellent food; quick and easy check-in; awesome in-flight entertainment. Easily the best airline.

Had a booking with Air New Zealand in August. They had changed my flight time to later in the day. After contacting their phone lines and waiting all day for a call back they explained they couldn't do much and I would have to pay an over-the-phone fee for them to change anything. Upon checking the link they had sent over SMS it was redirecting me to a page not found. After messaging them on all social media channels I finally got a reply 1 month after the flight had already been finished. Not the best service from AirNZ. Also noticed they don't do a safety demonstration on the aircraft besides pointing out the doors. There are many tourists that may not understand the videos and need a visual demonstration. Quite a disappointing experience from a government-owned airline with premium prices that don't come with a premium experience.

Keep flying with these guys domestically on semi-regular basis. Good service, great value if you buy your tickets in advance.

The airline that always puts safety first and it’s customers it’s top priority. From the start of checking in the seem less service of ground staff are so friend and when you get on board the aircraft the Kia Ora from the cabin crew and friendly smiles all around. The service on board is always so personable and they definitely go the extra mile. I always recommend Air New Zealand to all my friends and family. Looking forward to my next flight.

My Favourite Airline! I love them because I can always speak to a customer service human being, who is on my side and works to help me with my situation, whatever it is. The staff at airNZ seem to always be friendly, kind and supportive. The food is good, and I have had confortable trips every time. I am stuck on the US during covid and my flights have been cancelled several times (by Australia, not AirNZ) and airNZ have been helpful at every turn, honoring the tickets I originally purchased and not charging for changes or extra prices on new flights : They have been timely at calling me when flights changed, and great at calling me back. Personally I will choose them every time for peace of mind.

Travelled Business Class from Melbourne to Buenos Aires. Paid a premium price. Very poor value for money. Probably the most disappointing experience in business class that I have had. Poor experience started at check-in and didn't get better. The seats are a very strange layout - having the feet of the passenger next to you in your face is not pleasant for your eyes or your nose, with no privacy at all and are uncomfortable for sitting and sleeping. For the Melbourne - Auckland leg, my seat had food scraps on it, and stains (I had to ask the flight attendant to wipe down my seat before I sat down), and the TV alcove had dust and food in it. The staff were unhelpful and quite brusque, especially when I went down to the galley to ask for some water - there were three flight attendants, and all of them looked at me as if I was imposing on a private discussion. Finally, the food was nothing special, and compared to BC on other airlines, AirNZ does not come close. Will certainly consider my options next time, and not sure why AirNZ have been given Airline of the Year.

The strangers next to me summed it up! ‘Budget airline’. This was during a flight Brisbane to Norfolk Island. The movies are $10 if you want a decent one. Apparently there was a broadcast about ordering a meal because that is also extra. I only heard a mumbling and ignored it. I was wondering when I was going to get mine while only a few around me received theirs. The frugality began when I went to choose my seats and was advised that would be $10 per seat. Prior to this flight I flew Qantas Perth to Brisbane and then Brisbane to Bundaberg and back to Brisbane. I had free food and wine and movies. I chose my seat on the longer flight. For no cost!! I paid over $1k to ANZ for return trip to Melbourne via Sydney not Brisbane. Unfortunately Air N Z has the monopoly on Norfolk Island though I predict that will change. Overall very disappointing indeed.

Flew on Air New Zealand's longest flight from Chicago to Auckland. I enjoyed the flight, the in-flight entertainment was responsive and had many options, including some TED talks. The meals that we were served tasted very nice, but there was no L&P available, which is a signature drink of New Zealand. The staff were very friendly, some having conversations with the people in front of us, which was nice to see. During the sleeping time, the crew were walking up and down the aisle every half hour or so with water for the passengers that were awake. Definitely would recommend to anyone with the option.

Great flight to Auckland from LAX. We travel premium economy going to Auckland and it was awesome having the upgrade the seats were comfortable and the entertainment of movies was great. Coming back from Queenstown we did not have the one up feature so we had to settle for economy but the flight was still nice, the crew was amazing and they really care. The seats could of been a lot better in economy and more leg room would of been nicer. The food was not bad for airline food, they do come around with lots of water and refreshments/snacks to keep you entertained. For a long haul flight it was not bad at all. I have flown with other airlines long haul in the past and NZ has been the absolute best so far.

It was awesome airline, and I was proud that my national carrier was so good. The service is slipping on board, couldn’t get a seat in the lounge as there is a way to buy your way in called koru club. ANZ are really selling their soul, while happily telling you they are Air Line of the year with various rating companies. Oh and they seem to be going for the worlds longest safety video, which is fun if you fly once or twice, but for regular flyers it’s like watching paint dry. I really feel for the crew..

We booked Singapore airlines to go to phuket when booking it said Singapore airlines to Singapore then Silk Airlines to phuket All good to that arrangement.However once at airport for the first time had to self check in with your passport to receive your boarding pass ,Once we received boarding pass ,it’s then we realised we were on Air New Zealand was no choice of seats even when we ticked would liked to change seats It would not allow us different seating .We then put your own bags on the carousel . There were about three attendants watching people trying to work out this new procedure in checking in however not one of them came and asked if anyone needed help until I asked for help.You know it’s very stressful even getting to the airport let alone going through this procedure for the very first time .Once on board we were the last seats at the very back against window ,the seat and the food tray is the smallest I have ever experienced smaller than the seat next to me (middle one)which is bigger I might add it could hardly fit the food tray with food on it let alone room to put your coffee cup on . The food was very average with twice egg on the menu with the smallest proportions ,Not once did the crew come around with a tray offering drinks had to ask every time.overall I would not rush to fly with Air New Zealand if I wanted to book Air New Zealand then I would of if Singapore Airlines want to code shear with each other then when booking you should state what airline is actually going to be flying you to your destination. Once we got to our destination phuket we arrived minus things that we are not allowed to mention so had to wait several hours to be reunited . The pros entertainment screen very easy to navigate toilets very clean throughout flight.

I thought my experience was mixed, nothing to outstanding, given Air New Zealand's ranking as a airline at the moment, i expected good things, my below average mark, comes from there staff. i have never experienced such unprofessional cabin crew before. both on my flight to my destination and return. i found them to be very short and i didn't see any of this so called '"kiwi hospitality"" i was toll about? i am hoping that if a fly again with them i have better cabin crew.

Excellent and professional experience. Helpful and considerate staff, nothing was too much trouble. Just relax and enjoy the experience, which is exactly what you need on a long haul flight. Professional Customer service, cheerful and quick to assist. Loved it!

I've been travelling with AirNZ for over 20 years, but a recent experience has spurred me to share a review. Due to not paying attention, I didn't have enough time left before the expiry of my passport for a trip. I discovered this when I turned up at the airport for check-in. AirNZ turned what would have been a terrible experience into one that was quite bearable. The check-in staff moved me to the next flight at zero cost. However they didn't stop there. They printed out a passport renewal form, told me where to go and provided me with a taxi voucher so I could get there. This level of service was so above and beyond what could be reasonably expected. I was completely blown away. Other airlines would have hit me with change fees or cancelled my flight. Instead, Air NZ incurred costs and complexity, just to make my life easier. These actions might have cost them a small amount in the short term, but they have won an incredibly loyalty customer in me. I've told so many people about the amazing service I received. Given the choice, on future flights I'll choose AirNZ even if they are more expensive because I know they will look after me . I'm only Silver status and was travelling on a standard economy fare so didn't receive special treatment. This experience is only one example of the fantastic service I have experienced from AirNZ.

Premium economy Managed to secure an upgrade to premium economy on two short haul flights (Melbourne - Auckland return). Dreamliner was the more comfortable of the two as the seating arrangement was 2-3-2 but both flights were brilliant. Service was excellent from arriving at the gate to leaving the plane - comfortable seating and amazing food (both the beef and fish main meals were restaurant quality). I had a follow up flight in business with Qantas a few days later and other than the ability to lie down the service and catering was no where as good. Looking forward to booking premium economy with Air NZ for future travel.

It is easy to see why Air New Zealand was rated # 1 by AirlineRatings. This is an airline that is customer centric. The 'planes are new, the staff appear happy in their job. The quality of the seat - yes, an economy seat can be relatively comfortable. The inflight service was friendly. The meal was one of the better economy meals I have been serviced. The flight left and arrived on time. This flight was one of the best I have experienced in recent years.

My experience with air New Zealand was excellent all around. Obviously the seats in economy aren't gay comfortable but luckily on my flight back home I had the entire row to myself and slept the whole flight. Flight attendants are always extremely friendly and helpful. And the landing was positively smooth. Thank you.

I used to fly Air New Zealand from Hongkong to Auckland in Business Class (upgraded on short notice) and from Christchurch via Auckland to Tokyo in Premium Economy Class. And I must say from all four flights I had to use to reach New Zealand from Germany, those were by far the best. Very friendly staff, nice cabins, good meals and over all a nice experience.

Air New Zealand Ground Staff at Melbourne International Airport. While this was a self service environment, the staff were friendly and efficient. Special mention to Jason who went out of his way to link seats where 2 children were seated separate from the group of 5 travelling on flight NZ126 Melbourne to Auckland 6:35 pm Thursday 20th 2017. Great Job Jason... Well done you > Sue C.

Flew NZ 28 and 29 AKL-IAH On time departures and arrival. Quick check in at AKL (did the online check in beforehand and just had to collect the baggage labels), staff helpful. Flight entertainment good to IAH, but had same movies coming back. Meals OK. Just 2 points. Let passengers know that the media system can be used to order drinks etc, big point however and this is the scourge of long distance flying, the seat comfort is not good. They are good for the first couple of hours, but on a 14 hour flight I had to find some cushions and ended up using my neck pillow to sit on. Check in at IAH was quick and easy. If you're flying to Houston and surrounding area (within 4 to 5 hour drive) this is a good option to consider. Arrival time into Houston at 12.40pm gives you a good part of the day to settle into things.

Our flight back from Fiji was made extra special by the delightful Maggie Hilton. She was lovely and so friendly while being extremely professional. She is an awesome representative of Air NZ and definitely worthy of a mention.

First domestic flight was delayed and made me miss my international flight getting stacked in Auckland. Staff from Latam and Quantas were rude and useless, spent hours on the phone with answer machine without getting thru to anyone. Air New Zealand solved my problem in 10min

My first experience with Air New Zealand, flying from LAX to LHR and return. I am 6'1" in height and I found the leg room in Economy Class to be the best I've ever experienced. The plane was exceptionally clean, and the flight staff ensured the restrooms remained clean throughout the flight. The staff were professional, polite, and cheerful, and clearly knew their respective jobs well. I felt like I was actually in Business Class seating. Food service was wonderful, as was the beverage service. I especially enjoyed being exposed to the wines of New Zealand. This was by far the best air travel experience I have had, and I am a frequent traveler. I will go out of my way to fly Air New Zealand in the future!

I like that the meal is served with just the entree and dessert on the tray as having had the entree, I didn't feel the need for a main, especially as there's a variety of bread to choose from (garlic bread- yum). Very good wine and a great mug of Dilmah tea to finish was just right! Selecting snacks, drinks etc from the touch screen is excellent. Did miss the former premium pod seat though - the replacement not as good but that's a personal thing. Absolutely worth travelling to USA through Auckland- not a lot longer. AirNZ have great specials - beating Qantas, Virgin and all the (awful) American airlines hands down.

Tv didn't work to Australia so they moved us to the back row and on the return flight the tv quit working again. The flight attendant wasn't helpful - this flight was below budget airlines

If flying in latest ATRs (with 18 rows) beware of 17C and 17D which have a seat pitch so narrow you may need to jump the aisle arm rest: very unconttable seats for anyone over 1.5m or so

I have just flown Air NZ Flight NZ7 and NZ 101 from San Francisco to Sydney via Auckland (5-7th June 2017) . The flight was perfect. Flight atendenats were fantastic, especially Jo who hacknowledeged that I am deaf and offered all forms of assistance. We used the Skycouch for the first time and would recommend it to everyone for the long haul section of your flight. Food was good, entertainment excellent, I could hear the sound on the movies (using my own headphones) and there were subitiles show as well. Thank you AirNZ we will definitely reurn.

Only airline I will fly . Never have any issues and the service is superb. Love the lollies at the end of flight

The seats in ecobomy would have to be the squishiest of any plane i have travelled in . Even worse than jetstar and the aisles are narrow too . I would not travel with air NZ again . The staff were great

I don't know if this page is long enough to say how awesome my return flights from Wellington to Melbourne were. The crew on NZ653 dept wgtn 3pm Friday 25th of may and dept Melbourne NZ850 dept Melbourne 6pm 28th of may Crew were so so AWESOME I do a lot of travel and both trips were outstanding due to the crew there were so much fun and so friendly They found out it was my 50th birthday wknd away and made the start and finish of my weekend a highlight. Props to all you guys I will never forget those flights ������

Recently returned from India via Singapore, Singapore Auckland Air N.Z 787 aircraft, food was outstanding, presentation impeccable, staff in that cabin very professional, the premium seats far superior to that of Singapore airlines as far as comfort and leg room, thank you.

I wish to thank the awesome staff with Air New Zealand who looked after my elderly mum who travelled from Perth back to New Plymouth. She was treated and looked after very well. Thank you. She was very impressed.

We recently arrived back from Australia, and as I have previously posted a not so good review about Air New Zealand, I wished to compliment them on the service we received on our recent trip. I could not fault the service. The staff were helpful and friendly.

Couldn't even sit my wife next to me... Put us both in Center seats... Expensive tickets and no apologies

NZ739 AKL-BNE 25/04/17 I wish I remembered the names of the crew but i dont :( EXCELLENT flight from boarding to disembarking. My son and i were co-share from Virgin and i know who ill be chosing next time. Thank you so much for a comfortable, enjoyable flight. Well done Air NZ

Our recent experience travelling with Grandchildren convinced me that this is one of the best airlines in the world, particularly with regard to customer service and efficiency. We will certainly be travelling with Air New. Zealand in the. Future..

We booked the Sky Couch for our trip to San Francisco this month & it was amazing. We are in our seventies & being able to stretch our legs & lay down during this 13 hour flight was fantastic. We have done this trip with Qantas Prem Economy & we were so uncomfortable stuck in steel framed seats unable to stretch our legs & the cost was much, much more than the Sky Couch. Congratulations Air New Zealand for this wonderful concept & we will be flying with you many more times in the future.

Fantastic Premium Economy service between AKL-LAX. Staff were just the right level of professional, warm, approachable and human. The seat is fantastic, It's outrageous to think Air New Zealand will be discontinuing the SpaceSeat on the 777-300. I've flown in all classes on this route, Economy, Premium, and Business and on all flights, the service in every cabin, was outstanding.

Very good staff excellent special mention to Amy who was fantastic flight attendant.

My flight was over 5 years ago. It was on an ATR 72-600 from HLZ to DUD and I stopped over in CHC and from CHC we arrived in DUD very late because of unexpected duties of the ground crew in CHC so overall the flight was a good one.