Horrible customer service, with a supervisor who does not listen to you and just repeat the same words. I bought a ticket to Brisbane and they changed my flight to go one day earlier and come back two days after. I did not ask for any change but they changed anyway. They just gave me taxes refund even not been my fault. I called, send an email and called again talking to Priya who did not help with anything and did not offer any solution. I could be manager of Airnz Customer Service and I would be able to do better. Shame.

Very disappointed with the level of support offered to business class customers. I’ve spent $720 for admin fees already and now about to lose another $1200 for cancellation fees for the already cancelled flights. How could you expect people to plan their travel again in 12 months to use your credit? I’m paying 5 times more to fly business but not getting any adequate/ appropriate support from the airline. The airline should have smarter strategies to keep their customers. Instead of trying to hold on to $600 cancellation fees, think about the income you would earn from returning customers after the COVID-19 is over!

We recently flew to San Francisco from Brisbane and spent over $12000 in flights. My simple complaint is I tried numerous times to contact Air NZ as my suitcase was damaged on the way and way back. The first was the handle breaking. On the way back, the shell inside was smashed into thousands of pieces and silver logo missing. This suitcase has been used once for a move. You can see it is in new condition. I have contacted through Facebook, email and even called and it has been a carousel I am getting off and expressing complete disappointment. The last contact was with photos and a full report to the team in charge and I have heard nothing after following up myself.

I just made a booking with Air Newzealand and they intentionally changed my currency (at the final step of the payment) so that I pay more. When I changed the currency back to NZD, they change it back again to EUR which is a different price and a huge extra on the conversion rates. They do it sneakily in the same session because customers are already relaxed and don't expect it to be changed. Why? If I already picked NZD as my payment currency, why to change it back in the same session?

That is a horrible low-cost airline strategy! I am totally disappointed and will never fly with them.

at 1am N.Z time. It doesn't matter what time you ring you wait for hours...shocking service you take our money air n.z but slow in compensation. Come on air n.z sort yourselves out. Unacceptable.

I booked a return to auckland from sydney and paid $400 for premium economy. Due to a change of aircraft I was downgraded to economy. No offer of refund or compensation for this was made - and the icing on the cake was I was told I would have to pay extra to take my 2 bags as I was now on an economy ticket! A real shame as I have had good experiences with these guys in the past. Not a good way to retain customers.

Had to call and cancel flights due to illness. The first guy was really vague and hard to understand. I asked to speak to someome else & he refused. The second lady was eager to get me off the phone and never processed the cancellation. The last guy seemed promising and mentioned a cancellation email would be sent out. It's been a week and I need it to lodge my insurance claim before the eligible period expires. Let's just say I'm glad I never got on that flight at all.

Air new zealand cancelled and "reassigned" our flight rather then delaying it, so they could avoid having to compensate us for two days worth of accommodation. We are stranded in new zealand with our infant, having to pay for our own accommodation.

Travelled in Business Class from Hong Kong to Auckland recently. Must say I was disappointed with most aspects of the flight.
Business seats were arranged in a strange position facing away from the windows. No privacy at all. Lie flat bed was only achievable with help of cabin crew........ same when you want to sit up. Food was extremely mediocre. Cabin staff were friendly enough though.
Tip:---- Cathay Pacific were in a different league for Business Class. Far, far better. Better seat/bed, better food, cabin crew were super efficient (if not so friendly). Loads of privacy and much better seating layout all together.

Flight from Auckland to Rotorua cancelled minibus ride instead worst bus ride of my life wet suitcase on arrival no compensation for this horrible experience would never fly with them again

November 19th 2022 Update: After looking forward to flying with air nz flight from Auckland to Rotorua was cancelled .

Auckland to Rotorua flight cancelled
Mechanical issues stuck us on a mini bus worst ride I have ever had for 3 hours wet suitcase on destination arrival not happy w

On my return flight from LA to Auckland, I was given a meal that was not gluten free - even after selecting and informing the airline of my intolerance. This was raised with the airline and there apologies where addressed through a $100.00 voucher. The lack of remorse even after raising this issue with senior management is alarming. I have refused the credit as I believe this is inadequate and would rather inform potential clients wishing to travel with Air New Zealand to review your meal selection and double check throughout all flight legs to ensure all food intolerance's and/or religious believes are being meet.

Melbourne to Auckland flight. Booked online via Air NZ app, easy and efficient.

I was a bit worried as I’d had some recent upgrades to business on Emirates. But all was pretty comfy for cattle class.

Check in was quick and easy the self service system works well with. O queues.

Meals was ok, better than a recent Qantas flight. Staff service was pretty good. I had a blocked nose and one if the attendants got me a cup with civjsand hot water in it to clear me head for the descent. Very kind. Luggage collection was quite smooth. My Seay was acceptable for economy.all in all trouble free flying.

Booked Air NZ specifically for the service, paid extra for food etc. Plane was replaced last minute (with no communication to customers) entertainment system was from the 80's, barely worked and gave me a headache to watch it, nowhere to charge my phone, the food was awful and made me sick. Made a complaint, got a generic response. Useless, won't be travelling with them again.

Booked first class tickets
Plane was replaced by a rental plane from the 1980s. In flight entertainment was my mobile phone. We emailed a complaint to air New Zealand, whose response was that we had received priority check in which is a first class service. We had been regular customers of air New Zealand for years however their customer service is terrible
We will never fly with them again

Queenstown to Brisbane 11 August. Told all people they were moving bags around for weight yet the plane was not full. Over 50 people in line at Brisbane now complaining the bags aren’t here. Basically NZ Airlines lies to all passengers. Never ever fly this airline again.