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.

I was booked to fly with Air New Zealand tonight (Firm Business Class ticket from Australia to USA) but they changed me to tomorrows flight without notifying me or giving a reason. I found this out when checking in a few hours before departure. After spending 70 minutes on the phone to customer service it was obvious they simply did not care and they offered no solution. I had to buy a last minute ticket on another airline at enormous cost as I could not arrive a day late. This is the third time in two years AirNZ have done this. Never again.

Took our money months before flight & refused to refund when one of us got very ill. Never use them again. Had well over months notice & could easily have resold tickets.

Travelled recently over the dish. Arrived at Sydney Airport very flustered and was greeted by the Air New Zealand ground crew. I was very impressed by the reception I received. In particular a young lady by the name of Kat. Was made to feel calm and special by her professional demeanour.

I have held a Air New Zealand Airpoints card for over twenty years. My card is falling to pieces, I rang Air New Zealand today and am told that they cannot post a new card to an Australian address. They Even asked if they could mail it to a NZ address. Are they going that badly or is this just very poor customer service.

My son has been studying in the US for the last 2 years and flown multiple times back and forth from Adelaide.
I too have flown to see my son with Air New Zealand.
Not once have either of us had a bad experience with this airline.
We have both found them to be very accommodating in every way.
I have also had to change an international flight and the customer service officer was extremely helpful and understanding.
I now would not fly to the US with any other airline as I trust them implicitly.
Thank you Air New Zealand for making my time away from my son the only thing I didn’t have to worry about.

Annie

Before booking business class, take a look at the cabin layout. You are effectively facing the people across the aisle ! Economy has more privacy ! And also be aware that unless you are a gold member, a business class ticket does not get you in to a lounge prior to a business class domestic partner airline connection. I'm posting this to help others as it is hard to find this out at the time of booking. On the positive side the help centre helpfully and efficiently confirmed the lack of lounge access at Houston (and everywhere else it seems)

Only pram, stroller and car seats are allowed as free items when you travel with baby. I got official response from Air NZ that portable cot is not free baby item. I never had any problem with other airlines about bringing portable cot. How can they call themselves "Family Friendly"? Very disappointed!

We recently paid for a "one-up" upgrade between Sydney and Auckland. The plane was a rental, but there was nothing wrong with our comfort in flight. It was the service that was not up to Air NZ reputation. It was slow, and at times non-existent, the toilets were dirty, even though it was a short flight and the plane was not busy. Meal delivery was slow as was a top up on our drinks. I was offered a top up and I was still drinking my first glass, when a did require a little more, the steward was not to be found. Food was nice. Really would think twice before paying for an upgrade on our next flight in May

I have flown twice with this airline. Our trip to Australia was fine...good service and friendly attendants. On our way back I asked for a drink as I wasn't feeling well and it took 3 hours and asking 4 times. I finally got it after the breakfast meal was served. The female attendant was rude and made me feel like I had inconvenienced her. I was feeling very dehydrated and just needed a glass of water but had to wait until everyone was served.