from - February 25, 2018
Flew Economy Class
Air New Zealand has a serious problem with the online booking in that it limits the number of characters of the name to 28. They say it is a legal requirement of international aviation, which I know is not the case as I book online and travel internationally with many different airlines, and no other airline limits the length of the legal name on the passport! This problem has caused hours of head-ache for myself and everyone in my extended family and I’m sure other people with long names. I have sent emails to the ‘top’ of Air NZ and no-one is listening. They keep repeating the same old story about ‘it’s a legal requirement to limit the name to 28 characters’. Sadly I made the mistake of booking a flight again this May with Air New Zealand flying co-share on Singapore Airlines, but I’m told by SG Airlines they cannot issue a ticket and cannot guarantee that I can board the flight, because my name is not correct!! I’ve called Air New Zealand 3 times with very long phone queues at $1 a minute from Cuba and they say they can’t do anything about it. The computer won’t allow them to add all the letters in my passport! So now I am left with a ticket on SG Airlines that I don’t know I can use on the day of the flight, because Air New Zealand prejudices against people with long names under the premise that it is aviation law. And do they care about this annoying complaint from a small section of their customers, probably not. I chose AirNZ because I am a Kiwi and I wish to remain loyal to my country but I’m seriously regretting my decision.
from New Zealand - February 2, 2018
Flew Economy Class
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!
from New Zealand - December 5, 2017
Flew Economy Class
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.
from Australia - December 5, 2017
Flew Premium Economy Class
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.
from - November 27, 2017
Flew Economy Class
This is a difficult review to do because the travel has not yet taken place. Nevertheless, I think I am justified to post a review because I have paid the money for an airfare but their unreasonable and prohibitive policy in date changes prevented me from travelling. I purchased the domestic ticket for $79 to travel Whangarei to Auckland. Then I need to change dates. I know that there is a fee for $50 for date changing, and I was prepared to pay for that. Nevertheless, I was not able to do this change online (last year we were able to do this). So I called the airline, the woman who answered the phone told me that it is possible to change, but there would be a change fee of $50 plus service fee of $30 which made it $80. This costs even more than buying a new ticket. So I told her that how come the change fee is even more expensive than buying a new ticket? And how can this is a fair and reasonable price? She replied that if buying a brand new ticket is cheaper, I am welcome to choose this option. I was gobsmacked. How irresponsible and rude. She then asked if I want to cancel this ticket (with no refund). I know why she asked this question, because if I said I would, she will simply make this seat available to someone else and make more money out of them. So I decide to just leave that ticket there, and I will buy a bus ticket up to Whangarei from Auckland instead for $24. Disgusted with how the airline can simply rob passengers exorbitant change fee which costs more than the brand new ticket like this. Due to their unreasonable change fee which forces customers to no choice but to but a brand new ticket, the lowest rating is well deserved.
EDITORS COMMENT: that’s the rules with every airline if you are not travelling on a flexible ticket. It’s generally always cheaper to get a new ticket if it’s a short flight. Not saying we agree with this at all but it’s industry wide.