6.8/10

    From 255 passenger reviews

    Dean

    from Japan - November 20, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Horrible experience. The worst staff ever. If this airline cancels your flight & you request a refund then they will take over 2 months to get the money back to you & you will have to call 3 times to make sure this happens.

    Margaret

    from United Kingdom - November 15, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I wouldn’t use Air New Zealand again if someone paid me a year’s salary to get on the flight. By MILES the worst airline I have ever flown with. Shortly after take off, it was established that the seat back was broken and I was effectively sat on a stool with no functioning seat belt as that would have been pointless with no seat back to strap me onto. I was advised by crew to lean forward because if I so much as touched the back of the seat, I was in the lap of the passenger behind me. Lean forward? What, for 13 hours? I was in a lot of pain when I got off the aircraft and spent my time in NZ in and out of medical centres and was attended to in Auckland Airport by St Johns Ambulance. Auckland Airport staff were great – so thank you to all of you. I asked Air New Zealand several times for a refund for the flight, even offering to give the refund to charity when they repeatedly denied my request to even escalate the complaint let alone give me a refund as this was about them accepting responsibility for their negligence and unsafe practices, not about the money. So, they wouldn’t even give the money to charity. How despicable. The food, I’d not have even scraped into a pig pen, the ground staff attitudes were particularly bad and having wanted to go to New Zealand all my life, I now just want to forget I ever set foot there thanks to Air New Zealand’s appalling treatment and practices. I’m disgusted in them. I cannot understand how they win awards if this is how little they think of their customers and reading other reviews, I can see this is not a one off. Thankfully to get home, I was using Cathay Pacific and Virgin Atlantic, both of whom I cannot thank nor praise enough, absolutely fantastic from start to finish.

    Lana

    from United States - November 14, 2018

    Flew Premium Economy Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    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.

    Andrew

    from New Zealand - November 13, 2018

    Flew Business Class

    Overall Score

    5/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    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..

    Scott

    from - September 4, 2018

    Flew Business Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    Easily the best airline in the world for end to end experience.

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