Air New Zealand

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.