from New Zealand - June 10, 2018
Flew Economy Class
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.
from Australia - May 17, 2018
Flew Economy Class
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.
from - April 26, 2018
Flew Premium Economy Class
Overall I couldn’t be happier with the service and product Air NZ offers. To summarise : Booking made in 2017 for premium economy, Perth to Argentina. Due to personal circumstances i had to re schedule the flight, to which Air NZ held the value of the airfare as credit. Re-booked for travel for March 2018. I had multiple dealings with the telephone service (NZ based/Clear English speaking) only on a few occasions was there a longer then expected wait over the phone – the service was excellent. One of the legs was also victim of Rolls Royce engine change (and flight with Hiflight) as well as a 12 hour flight time change. After some discussions with the team over the phone who were very apologetic they more then exceeded my expectations and offered us an upgraded package to compensate for any inconvenience. The premium economy is exactly what everyone says it is – AMAZING. There is a reason why it is rated so highly and i can only hope the fare remains at a similar price point and i will definitely re-book in the future. I wont go into the intricacies of the premium economy offerings but its essentially business class minus the bed and lounge access. Business Class – Our One up offer was accepted for 2 legs of the return flight. Again an amazing experience, I probably wouldn’t buy business out right (I was that happy with premium economy i don’t see the point) unless there was an extreme need to lie flat. Service and facilities is also first class. Staff are attentive and polite, the screen and entertainment functionality is the best i have seen, although the quantity of shows/movies available may fall behind other airlines there is more then enough to see you through the flight. The touch screen is excellent. Food and beverage of premium economy/business is second to none. Everything put in front of us was eaten and enjoyed thoroughly. In future I will be always looking at Air NZ for cross continent flights to see the availability and pricing of the premium economy option.
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!