Wednesday, November 16, 2022
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    Product Rating 7/7

    Rating Criteria

    COVID-19 Star Rating Breakdown 7/7

    Rating Criteria

    Economy Class


    • Complimentary snacks, tea and coffee on most flights.
    • Complimentary tea, coffee, snacks, beer and wine on Koruflights, which operate on A320s on weekdays between Auckland, Wellington, Christchurch, Dunedin and Queenstown. Flights must be longer than 50 minutes and depart before 8am or between 4.35pm and 7.05pm.
    • Seat selection available with some flights or for a fee with seat-only or seat and bag fares.
    • Seat pitch of 30 to 33 inch with 4 inch recline and 18-inch seat width.
    • Options to upgrade to a space plus seat at front of aircraft with a seat pitch of 33 to 35 inches.
    • Blankets, pillows and in-flight entertainment are not supplied due to the short flight times.

    Trans Tasman and South Pacific Flights

    • Complimentary tea and coffee for all passengers.
    • Snacks and alcoholic drinks to be purchased on-board using seat-back entertainment system.
    • Upgraded “The Works” and “Works Deluxe” seats include a complimentary meal and alcoholic drinks.
    • Seat-back entertainment included with “The Works” and “Works Deluxe” fares. TV, music and games complimentary with other fares but movies need to be purchased.
    • “Works Deluxe” passengers receive a spare empty seat.
    • Seat pitch is variable between 30 and 34 inches depending on aircraft.

    Long haul

    • Complimentary meals and drinks, including some alcoholic drinks.
    • Seat-back Audio/Video on-demand on 9-inch screens.
    • USB power and shared in-seat power.
    • Seat pitch of 31-33 inch and seat width of 17 inch wide with a 5 inch recline.
    • Skycouch available, where three Economy seats transform to create a couch. A footrest comes out from under each of the three seats which can be pulled up to create a flat, flexible space.
    • Skycouch dimensions are 1.55m with a width of 74cm and suits couples or those flying with a young child.

    Premium Economy

    Trans Tasman and Islands flights

    • Available on Boeing 777-200, 777-300 and 787-9 Tasman and the Islands services.
    • Priority boarding.
    • Complimentary tea and coffee and alcoholic drinks. Superior meal service.
    • Complimentary Audio/Video on-demand, movies and premium headphones.
    • Wi-Fi being rolled out on 777-300 and 777-200 aircraft and available for a fee.
    • Seat pitch of 41 inch and 18.5 inch seat width.

    Long haul

    • Available on Boeing 777-200, 777-300 and 787-9 aircraft.
    • Priority boarding.
    • Complimentary premium quality meals and drinks, including alcohol.
    • Seat-back Audio/Video on-demand.
    • Wi-Fi being rolled out on 777-300 and 777-200 aircraft and available for a fee.
    • USB ports supplied.
    • Amenity kits supplied for Perth and Hawaii flights.
    • Seat pitch of 41 inch with seat width of 19 inch, 5 inch wide armrest and 9 inch recline.

    Business Class

    Trans Tasman and Islands flights

    • Available on Boeing 777 and 787-9 aircraft.
    • Priority boarding and lounge access. Seat selection available.
    • Complimentary tea and coffee and alcoholic drinks. Superior meal service.
    • Complimentary Audio/Video on-demand, movies and premium headphones.
    • Seat converts to a lie-flat bed.
    • Seat pitch of 79.5 inch with a seat width of 22 inch.

    Long haul

    • Available on Boeing 777-200, 777-300 and 787-9 aircraft.
    • Priority boarding and lounge access.
    • Complimentary superior quality meals and drinks.
    • Seat-back Audio/Video on-demand and noise-cancelling headphones supplied.
    • Wi-Fi being rolled out on 777-300 and 777-200 aircraft and available for a fee.
    • Amenity kits supplied.
    • Seats convert to lie-flat beds and include ottoman footrest.
    • Memory foam mattresses, pillows and duvets supplied.
    • Seat pitch of 79-80 inch and 22 inch seat width.
    • Established as TEAL (Tasman Empire Airways Limited) on April 26th 1940
    • Australian Government bought 50% of TEAL in 1953 with the New Zealand Government buying the other half
    • New Zealand Government bought back the Australian Government’s share in 1961
    • Named Air New Zealand (ANZ) in April 1965
    • Joined Star Alliance network in 1999
    • When Ansett collapsed in 2001 (which at that stage was owned 100% by ANZ), New Zealand government intervened to rescue the airline
    • IN 1978 the former purely international Air New Zealand merged with the then domestic carrier, New Zealand National Airways Corporation to create the ‘new’ Air New Zealand
    • 787-9
    • 777-200
    • 777-300
    • A320
    • A321
    • ATR72
    • Bombardier Q300 ( Operated by Air Nelson- 5-star safety rating)

    COVID-19 Compliance (7/7)

    – COVID-19 website information and instructions
    – Social distancing on boarding
    – Flight attendant Personal Protection Equipment
    – Face masks compulsory
    – Meal service modified
    – Passenger Sanitizer Kit
    – Deep clean of aircraft

    • Air Nelson
    • Mount Cook Airline
    • Eagle Airways

    Cancellations and lengthy delays
    If the carrier cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a passenger’s stopover or destination point, or causes the passenger to miss a connecting flight the airline will:

    • carry the passenger on another of its scheduled passenger services on which space is available; or
    • reroute the passenger to the destination indicated on the ticket or aplicable portion thereof by its own scheduled services of those of  another carrier, or by surface transportation.  If the sum of the fare, excess baggage charge and any applicable service charge for the revised routing is higher than the refund value of the ticket or applicable portion thereof, the Carrier shall require no additional fare or charge from the passenger, and shall refund the difference if the fares and charges for the revised routing are lower;
    • Refund the unused portion of the ticket

    Passengers are also liable for compensation in the form of money, accommodation, meals, ground transport, meal vouchers and phone calls depending on the length of the delay or cancellation. The airline does not have to compensate passengers if delays and cancellations are the reuslt of weather, natural disasters, security risks, strikes,  political unrest and unforseen deficiencies in flight safety.

    Denied boarding 
    n all overbooking situations we will ask for volunteers before denying travel involuntarily to any passenger. Where your offer of volunteering to travel on an alternative flight is accepted by Air New Zealand you will be compensated in the same way as those who may be denied travel involuntarily.

    Should your lost baggage not be returned to you within 24 hours and you are away from your home town, you may be entitled to be reimbursed for some emergency expenses – all receipts must be kept.
    A baggage services agent will take care of your case for lost or damaged baggage. See a full list of their offices and contact numbers here

    Click here for more information on your rights with regards to lost or damaged baggage.

    Lengthy Tarmac delays click here

    See the airline Conditions of Carriage here

    For details of legislative obligations under EU regulation click here

    NOTE: Conditions of Carriage refer to the country of origin and may not be applicable to all jurisdictions.

    To lodge a complaint with the airline, click here 

    To lodge a complaint with the EU click here

    To lodge a complaint with the US Department of Transport (DOT) click here

    Click here for more information about our Air New Zealand reviews and safety ratings system.

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