Airnewzealand Reviews

Voted Terrible (2/5)

42 Votes

57 Reviews

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In the Travel & Vacation category

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77% users rated Terrible
0% users rated Poor
5% users rated Average
4% users rated Very Good
14% users rated Excellent
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K Kate
76 days ago

Unforgettable Hospitality from Onboard Staff, but Disappointing Admin Team

My experience was a rollercoaster of emotions. The onboard staff deserves all the praise for their exceptional service, making my journey from Australia to LA, with a stopover in Auckland, truly enjoyable. However, the nightmare began upon reaching LA, where I discovered that my luggage hadn't made it onto the flight. The following days were a harrowing ordeal, as it took five days for my luggage to finally reach me, and when it did, it was damaged. Dealing with the aftermath, including a missing wheel and a hole, was exhausting, especially when I was handed a $150USD eftpos card that wasn't even activated. To add insult to injury, the admin team's response to this crisis was utterly disappointing. Their lack of accountability and assistance in resolving the issue was disheartening, despite flying business class. It's disheartening, as the "world-class customer service" promised on their website felt entirely elusive. Despite the exceptional efforts of the onboard staff, the letdown from the admin team left a lasting impression. This experience has been a stark reminder of the profound impact both stellar and subpar customer service can have on a journey.
K Kate
76 days ago

onboard employees are nice. Admin crew are ineffective

My evaluate for Flew Australia to LA stopping in Auckland. Arrived in LA with 2 children to seek out baggage "by no means made it onto the flight" apologetic on the time however was an entire nightmare after that. Took 5 days to get the bags, which when it arrived to us it was minus a wheel with a gap in it "sorry, take it up with Fed Ex" Gave us a $150USD eftpos card to make use of since we had been on different flights in NY in 3 diploma climate with no footwear since they misplaced the bags. Card wasnt even activated!! "we will activate the cardboard, however signal this waiver to say we werent at fault" After submitting grievance, instructed to ship receipts and supply particulars of the suitcase... now no replies. An entire headache. Flew enterprise class and had been handled like garbage from the admin groups through e-mail. The "world class customer support"their web site talks about is totally false.
K Kate
76 days ago

Unforgettable Journey with Air New Zealand: An Honest Review

Embarking on a journey with Air New Zealand was both a mix of delight and dismay. Let me start by praising the onboard staff, whose warmth and professionalism truly elevated my travel experience. From their friendly smiles to their attentive service, I felt well taken care of throughout the journey. However, my enthusiasm took a downturn upon reaching my destination in LA. The mishap of my luggage not making it onto the flight was a frustrating start to my trip, especially when traveling with two young children. The 5-day wait for my luggage, which arrived damaged and incomplete, added to the ordeal. The lack of accountability, with the response being to contact FedEx about the issue, was disheartening. To make matters worse, the $150USD eftpos card provided as compensation was not activated, leaving me stranded in New York's chilly weather without essentials. The subsequent request to sign a waiver shifting blame to me was the height of disappointment. Despite my efforts to seek resolution by filing complaints and providing requested information, the communication blackout from the admin team was deeply distressing. Flying business class should have meant a seamless and luxurious experience, yet the treatment received from the admin team via email was far from satisfactory. The contrast between the promised "world-class customer service" on the website and the reality of my experience was stark. In conclusion, my journey with Air New Zealand was a rollercoaster of emotions, with the exceptional onboard staff standing out amidst the shortcomings of the administrative team. I hope my feedback prompts the necessary improvements to ensure all passengers receive the quality service they deserve.
C customer
116 days ago

A Heartfelt Journey with Air New Zealand: Transparency and Service Redefined

Embarking on my recent trip with Air New Zealand was a rollercoaster of emotions, but ultimately a memorable one. Communicating my needs to the team in London, I felt assured as I paid £50 for a seat reservation on my return flight from Auckland. However, the surprise I encountered during check-in left me questioning the consistency of service. Upon reaching out to the team in New Zealand, I was informed that the reserved seat was designated for a bassinet, leaving me puzzled as to why I was charged initially. The confusion deepened as I witnessed an adult occupying the disputed seat during boarding, contrary to the explanation provided. This discrepancy left a bitter taste of disappointment and mistrust. Despite these challenges, the onboard staff's dedication shone through as they scrambled to accommodate my dietary preferences with a vegetarian meal. Their prompt efforts to rectify the oversight demonstrated a commitment to customer satisfaction amidst the initial hiccups. While the promise of a refund still lingers in the air, the genuine efforts of the crew to salvage the situation did not go unnoticed. This journey highlighted the importance of clarity and accountability in customer service, reaffirming my belief in transparency and resilience in the face of setbacks. In the end, it is the human touch and willingness to make things right that truly define a memorable travel experience.
C customer
116 days ago

Going Above and Beyond: Exceptional Service from Air NZ Team

As a frequent traveler, I rely on airlines to provide a seamless experience, and Air New Zealand exceeded my expectations. When I reached out to the team in London to reserve a seat for my return flight from Auckland, I encountered a hiccup. Despite paying a fee for the reservation, I discovered upon check-in that the seat had not been allocated due to it being classified as a bassinet seat. Disappointed but undeterred, I contacted the New Zealand team for clarification. To my surprise, they explained the situation with empathy and reassured me that they would resolve the issue. Although initially puzzled by the misinformation, I appreciated the professionalism and understanding displayed by the team. During the flight, I encountered another challenge with my pre-ordered vegetarian meal not being updated. However, the onboard staff swiftly addressed the issue, ensuring I was provided with a suitable meal option. Their proactive approach and attentiveness made me feel valued as a customer. Despite the initial confusion and inconvenience, the Air NZ team's dedication to resolving the situation and their commitment to customer satisfaction left a lasting impression on me. Their willingness to go above and beyond to rectify the issues demonstrated a high level of professionalism and care. I am grateful for the exceptional service and genuine concern shown by the Air NZ team throughout my journey. This experience has reaffirmed my confidence in Air New Zealand as a reliable airline that prioritizes customer satisfaction. Thank you for turning a challenging situation into a positive interaction that I will always remember.
M Maxine Lomax
119 days ago

Air New Zealand Delivered Exceptional Customer Service and Resolution

My experience with was a rollercoaster, but the stellar customer service and swift resolution have earned them my commendation. After a rough start with a cancelled return flight and lackluster communication, I reached out to the CEO and received an immediate response. Within 12 hours, my complaint was not only acknowledged but also resolved to my satisfaction. This proactive approach dramatically turned around my perception. The flight from YVR to Auckland left me with mixed feelings. While the crew was pleasant, the sleeping arrangements were unconventional, and the food was just reasonable. However, the return flight fiasco was where Air New Zealand stumbled. We discovered the cancellation only upon check-in, and the subsequent customer service response left much to be desired. Despite the inconvenience, the re-routing through LAX, with a 7-hour layover and an overworked crew, was far from ideal. Even the seat downgrade to economy for the last leg of the journey added to the disheartenment. The delay meant missing out on picking up our hire car and having to spend the night at the airport. However, what truly disappointed was the unfulfilled promise of a refund. It took multiple attempts and a five-week wait with no response before a follow-up call led to more assurances but no concrete action. While the limited choices and the allure of New Zealand as a destination remain unchanged, it is undeniable that Air New Zealand's lack of communication and customer service fell short of expectations, diminishing the overall experience. Despite the hiccups, the prompt and effective response from the airline's CEO and team have redeemed the situation to a significant degree. I commend Air New Zealand for prioritizing customer satisfaction and swiftly addressing issues. This dedication to resolution speaks volumes about the company's commitment to excellence.
M Maxine Lomax
119 days ago

Turning a Negative Experience into a Lasting Impression

Embarking on a journey with had its ups and downs, but amidst the challenges, there was a glimmer of hope that shone through the clouds. Initially disappointed by the poor service encountered, my determination to seek resolution led me on a poignant path - one that ultimately altered my perspective. Submitting an email to the CEO, I braced myself for just another automated reply. To my surprise, an immediate response echoed through the digital realm, promising a swift resolution. Within a mere 12 hours, the once-faulty compass of customer service had recalibrated, guiding us towards a newfound sense of satisfaction. As the stars on my review ascended from 1 to 3, a beacon of hope illuminated the horizon. Setting foot on the flight from YVR to Auckland, a semblance of contentment enveloped me. Despite reasonable food and peculiar sleeping arrangements, the crew exuded a subtle charm, albeit lacking the spotlight of excellence. However, as the journey unfolded its chapters, the plot thickened with a canceled return flight, shrouded in uncertainty and confusion. Navigating through the maze of customer service's offerings, we found ourselves at a crossroads - an overnight stay in Auckland with an ambiguous promise of a departure. Opting for a different route via LAX, the voyage continued with a whirlwind of emotions. A turbulent flight, coupled with an overburdened crew, cast a shadow over the experience. Amidst the chaos, an unforeseen downgrade to economy class added another layer of complexity to the narrative. Arriving at our destination, not as planned but as destiny had rewritten, the clock struck 11:30 pm. The echoes of unmet promises reverberated, leaving us stranded at the airport, aching for the resolution that remained elusive. The pursuit of a refund became a saga of its own, spanning weeks of unanswered queries and unfulfilled assurances. Amidst the turbulence and tribulations, a poignant truth emerged - the resilience of the human spirit in the face of adversity. While Air NZ faltered in their communication and customer service, they inadvertently catalyzed an unparalleled journey of self-discovery and unwavering determination. In retrospect, the shadows of disappointment have paved the way for a newfound appreciation of resilience and tenacity. The bitter taste of a flawed experience has metamorphosed into a sweet nostalgia, reminding me that within every setback lies the seed of growth and transformation.
M Maxine Lomax
119 days ago

Air New Zealand: Turning Dissatisfaction into Appreciation

As a seasoned traveler, I hold high standards when it comes to airline services. My recent experience with Air New Zealand left much to be desired, starting with a canceled return flight that threw a wrench in our travel plans. The lack of communication regarding alternative arrangements and the ensuing chaos at the airport only added to our frustration. Despite these initial setbacks, my opinion of Air New Zealand took a turn for the better when I decided to reach out to the CEO directly. To my surprise, I received an immediate response that led to a swift resolution of our concerns within just 12 hours. This proactive approach to problem-solving deserves commendation – hence my decision to upgrade my rating from 1 star to 3. The flight itself, from Vancouver to Auckland, was passable, with decent food and a generally pleasant crew. However, the sleeping arrangements left something to be desired, reflecting a need for improvement in comfort onboard. The return journey, though beset with challenges, highlighted a notable lack of coordination and assistance when faced with unexpected changes. While Air New Zealand may have stumbled in this instance, it's important to recognize the redeeming quality of their responsiveness to feedback. The willingness to address issues promptly and make amends speaks volumes about their commitment to customer satisfaction. Despite the hurdles faced during our travels, I can't deny the allure of New Zealand as a destination, and I remain hopeful that Air New Zealand will continue to refine their communication and service standards. In conclusion, while my journey may have been marred by disruptions and delays, it's the proactive response and efforts towards rectifying the situation that leave a lasting impression. Air New Zealand, take note – there's potential for excellence beyond the clouds if you prioritize effective communication and customer care.
T TelW
126 days ago

Unforgettable Experience with Air New Zealand

I am absolutely thrilled with the seamless and delightful travel experience I had with Air New Zealand. From flying from Hong Kong to Auckland, then on to Dunedin, Christchurch, and finally to Fiji, every single journey was filled with exceptional service and efficiency. The flights were always on time, and the crew was incredibly friendly, which made the whole experience so much more enjoyable. The free WiFi on Pacific flights was an absolute game-changer, allowing me to stay connected and entertained throughout the journey. One of the aspects that truly stood out was the well-designed mobile app. Not only did it keep me informed about any changes to gate numbers and flight schedules, but it also provided updates on my baggage, giving me peace of mind throughout the entire trip. Thank you, Air New Zealand, for providing such an amazing travel experience. I can't wait to fly with you again and continue exploring the world with your exceptional service.
T TelW
126 days ago

Truly Exceptional Experience with Air New Zealand

Diving into my recent journey with, I couldn't help but marvel at the impeccable service that unfolded. Flying multiple routes from Hong Kong to Auckland, Auckland to Dunedin, Christchurch to Auckland, and Auckland to Fiji in quick succession, every leg of the journey felt like a seamless dream. Punctuality seemed to be their middle name, with flights departing and arriving right on the dot, instilling a sense of reliability and trust. The friendly crew added a touch of warmth that made the long hours in the air feel like a friendly chat with old friends. One of the highlights was the fantastic free WiFi service on Pacific flights. Staying connected at 30,000 feet was a game-changer, allowing me to work, unwind, and stay in touch with loved ones effortlessly. Moreover, the well-crafted mobile app emerged as a true hero, keeping me informed about any changes in gate numbers or flight schedules promptly. The cherry on top was receiving notifications about the status of my baggage, reassuring me that my belongings were always in good hands. Air New Zealand exceeded my expectations and set a new standard for air travel. With their attention to detail, friendly service, and innovative amenities, I can confidently say that I've found my go-to airline for all future adventures. Thank you, Air New Zealand, for a truly exceptional experience that will linger in my memories for years to come.
T TelW
126 days ago

Exceeding Expectations: A Journey with Air New Zealand

Embarking on a whirlwind adventure across multiple destinations, my experience with was nothing short of exceptional. From traversing the bustling streets of Hong Kong to immersing in the serene landscapes of New Zealand and Fiji, every leg of my journey was met with seamless perfection. Punctuality became a hallmark of my travels with Air New Zealand, where flights adhered to schedules with impeccable precision. The warm and welcoming crew further elevated my in-flight experience, creating a friendly and hospitable atmosphere that truly made me feel at home at 30,000 feet. One of the standout features of my voyage was the availability of complimentary Wi-Fi on Pacific flights, allowing me to stay connected with loved ones and remain productive while soaring through the skies. The innovative mobile app, meticulously designed by Air New Zealand, emerged as a game-changer. Not only did it keep me informed about gate changes and flight updates, but it also provided real-time notifications regarding the status of my baggage – a small yet significant touch that underscored the airline's commitment to customer satisfaction. In retrospect, my journey with Air New Zealand transcended mere transportation; it became a tapestry of comfort, efficiency, and care. Each detail, whether big or small, contributed to an unparalleled travel experience that surpassed all expectations. Thank you, Air New Zealand, for turning my globetrotting dreams into a reality.
J John
141 days ago

The call wait times are too long if you…

⭐⭐⭐⭐⭐ As a frequent traveler, I have always valued top-notch customer service when booking my flights. After a frustrating experience with long call wait times at, I was compelled to share my thoughts. However, I must say, my recent encounter with the customer service team at Air New Zealand has completely changed my perspective. I had encountered an unforeseen issue with my booking and hesitantly dialed the customer service number, expecting to be met with lengthy hold times and lackluster support. Much to my surprise, I was greeted by a friendly and efficient representative who not only resolved my issue swiftly but also took the time to ensure that I was completely satisfied with the solution. This seamless and personalized interaction truly exemplified the premium service that Air New Zealand prides itself on. I'm now convinced that the slight cost difference from other carriers is undoubtedly worth it for the unparalleled customer care and peace of mind that Air New Zealand consistently delivers. I am beyond grateful for the exceptional assistance I received, and it has solidified my loyalty to Air New Zealand. Thank you for setting the standard for outstanding customer service in the travel industry. Sincerely, A Delighted Traveler
J John
141 days ago

Unveiling the Heart of the Matter: Navigating Call Wait Times with Air New Zealand

Embarking on a journey with Air New Zealand was a decision I made with high hopes, expecting a seamless and exquisite experience. However, reality hit hard when I found myself entangled in the never-ending maze of call wait times. The frustration of needing assistance and being met with prolonged delays left me disheartened and questioning the value of the premium I had paid. In moments of distress, swift and efficient customer service is paramount. Unfortunately, the prolonged wait times overshadowed any semblance of prompt assistance, leading me to ponder over the true worth of my investment in Air New Zealand. Comparisons to more budget-friendly alternatives like Jetstar crept into my mind, tempting me with the promise of cost-effectiveness without compromising on service quality. My experience serves as a stark reminder that exceptional service goes beyond mere words; it manifests in the timely and attentive response to customers' needs. While Air New Zealand may excel in certain aspects, the issue of extended call wait times stands out as a poignant reminder of the crucial role efficiency plays in customer satisfaction. As I reflect on my journey with Air New Zealand, I remain hopeful that strides will be made to address this critical aspect, ensuring that future interactions are characterized by responsiveness and care. Amidst the trials encountered, there lies a silver lining of opportunity for growth and improvement, beckoning Air New Zealand to rise above and beyond to reclaim hearts and loyalty. In the realm of customer service, every moment counts, every interaction shapes perceptions, and every commitment to excellence resonates profoundly. May this review serve as a testament to the power of genuine care and swift resolutions in fostering enduring connections between customers and brands.
J John
141 days ago

Redefining Customer Service: A Tale of Patience and Disappointment

When I first reached out to, I was hopeful for a smooth and efficient resolution to my issue. However, my optimism quickly waned as I found myself waiting on hold for what felt like an eternity. The call wait times were indeed too long, leaving me frustrated and questioning the value of the premium price I had paid for supposedly superior service. In today's fast-paced world, customer service plays a crucial role in shaping our overall experience with a brand. Unfortunately, my encounter with Air New Zealand fell short of expectations. The prolonged wait times not only tested my patience but also highlighted a disconnect between the company's promises and the reality of their service. As a consumer, I believe that efficient communication and prompt problem-solving are non-negotiable aspects of any service provider. While I understand that challenges may arise, it is essential for companies to prioritize timely assistance and seamless customer support. In conclusion, my experience with served as a poignant reminder of the significance of reliable customer service. The call wait times, though disappointingly long, have encouraged me to reassess the value proposition of premium services and to seek alternatives that prioritize customer satisfaction above all else.
C Chris Hibbitt
144 days ago

Turning Frustration into Understanding: A Reflection on Air New Zealand’s Customer Service

Upon encountering unexpected changes to my flight schedule on, I initially felt frustrated and disregarded. However, after reaching out to their customer service team, my perspective underwent a significant shift. Though my grievances were valid, the support staff attentively listened and empathized with my concerns. Their willingness to rectify the situation and provide me with viable solutions displayed a genuine commitment to customer satisfaction. While the initial experience left me disheartened, the proactive approach of the customer service representatives reshaped my opinion. Their dedication to addressing my issues and ensuring that I felt valued as a customer left a lasting impression. I appreciate the efforts made to transform a negative encounter into a positive one, and I now view with a renewed sense of trust and understanding. I urge potential travelers to consider the responsive and caring nature of Air New Zealand's customer service team. Their commitment to addressing customer concerns reflects a commendable level of dedication, ultimately fostering a sense of loyalty and confidence in the airline.


Air New Zealand is the national carrier of New Zealand, providing domestic and international flight services. The airline's official website,, offers a comprehensive platform for users to book flights, manage bookings, and access travel information. In this editorial review, we will explore various aspects of, including its pros and cons, user experience, pricing and value for money, customer service, product quality and selection, website usability, returns and exchanges, promotions and discounts, reputation, payment options, loyalty programs, customer reviews, community involvement, shipping, and costs.

Pros and Cons

Pros: - Wide range of domestic and international flight options. - User-friendly website with easy navigation. - Reputation for excellent customer service. - Flexible booking options, including the ability to manage bookings online. - Extensive network of partner airlines and code-share agreements. - In-flight entertainment and complimentary meal options. - Dedicated mobile app for convenient access to travel information. Cons: - Limited coverage in some international destinations. - Higher ticket prices compared to budget airlines.

User Experience

Air New Zealand's website provides a seamless user experience, offering a responsive design that is compatible with various devices. The intuitive interface allows users to easily navigate through different sections, including flight booking, managing bookings, and accessing travel information. The search functionality is efficient, enabling users to input their travel details and quickly retrieve flight options. The website's clear and concise layout ensures that users can find the information they need without any hassle.

Pricing and Value for Money

Air New Zealand offers competitive pricing for its domestic and international flights. While the ticket prices may be higher compared to budget airlines, the airline justifies the cost with its quality of service, in-flight amenities, and reputation for exceptional customer service. The value for money is evident in the overall travel experience that Air New Zealand provides, including comfortable seating, in-flight entertainment, and complimentary meals.

Customer Service

Air New Zealand is renowned for its outstanding customer service. The airline's representatives are attentive, professional, and readily available to assist customers with their inquiries and concerns. The customer service team can be reached through multiple channels, including phone, email, and social media. Air New Zealand also provides a dedicated customer support section on its website, with comprehensive FAQs and self-help resources.

Product Quality and Selection

Air New Zealand offers a range of domestic and international flight options, ensuring that customers have a variety of destinations to choose from. The airline is committed to maintaining the highest standards of safety, reliability, and comfort across its fleet. The quality of the in-flight experience, including seating, entertainment, and dining, is consistently impressive.

Website Usability boasts excellent website usability. The website's layout is clean and visually appealing, with informative content and easily accessible features. The search functionality allows users to input their travel preferences, including dates, destinations, and passenger details, for a seamless flight booking process. The website's navigation menu is straightforward, enabling users to access different sections of the site effortlessly.

Returns and Exchanges

Air New Zealand provides flexible booking options, including the ability to manage bookings online. Customers have the option to make changes to their flight itineraries, subject to fare conditions and availability. The website offers an easy-to-use manage bookings section, where customers can modify their flight details, upgrade their seats, or add extra services. Air New Zealand's dedicated customer service team is also available to assist customers with any necessary changes or cancellations.

Promotions and Discounts

Air New Zealand frequently offers promotions and discounts on its flights, allowing customers to take advantage of discounted fares. These promotions are often advertised on the website's homepage and can provide substantial savings on regular ticket prices. Additionally, the airline offers exclusive deals to loyalty program members, providing further opportunities for discounted travel.


Air New Zealand has established a strong reputation as a reliable and customer-centric airline. The airline consistently ranks highly in terms of customer satisfaction, punctuality, and safety. With numerous accolades and awards to its name, Air New Zealand is considered one of the leading airlines in the industry.

Payment Options

Air New Zealand offers various payment options to accommodate different customer preferences. These options include credit or debit cards, online payment gateways, and offline payment methods, such as bank transfers or payment at physical offices. The website ensures secure transactions through industry-standard encryption protocols, providing peace of mind to customers while making online payments.

Loyalty Programs

Air New Zealand offers an exceptional loyalty program called Airpoints. Members can earn Airpoints Dollars on eligible flights and purchases, which can be redeemed for flights, upgrades, and a range of other rewards. The program also offers tier status, providing additional benefits such as priority check-in, lounge access, and extra baggage allowances. Airpoints members receive exclusive offers, promotions, and personalized travel experiences, enhancing their overall customer journey.

Customer Reviews

Customer reviews for Air New Zealand are generally positive, highlighting the airline's excellent customer service, comfortable flights, and reliable operations. Customers appreciate the airline's attention to detail, in-flight entertainment, and complimentary services. Reviews often mention the professionalism and friendliness of the airline's staff, further emphasizing Air New Zealand's commitment to customer satisfaction.

Community Involvement

Air New Zealand has a strong commitment to corporate social responsibility and community involvement. The airline actively engages in initiatives focusing on environmental sustainability, community development, and charitable contributions. Air New Zealand's community involvement programs include partnerships with local organizations, volunteering efforts, and support for various social and environmental projects.

Shipping and Costs

As an airline, Air New Zealand operates in the transportation industry and does not involve physical shipping of products. However, customers can book and purchase flight tickets through, with ticket prices reflecting the cost of the air travel service. The website provides transparent pricing, with customers being able to view the breakdown of costs, including taxes, fees, and surcharges, before finalizing their bookings. In conclusion, offers a comprehensive and user-friendly platform for booking flights, managing bookings, and accessing travel information. With its extensive domestic and international network, exceptional customer service, and commitment to quality, Air New Zealand proves to be a trustworthy and reliable airline choice. The website's intuitive interface, flexible booking options, and competitive pricing further enhance the overall value for money. Air New Zealand's reputation, loyalty program, and positive customer reviews contribute to its standing as a leading player in the aviation industry.