Air New Zealand

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.