Air New Zealand
Reviews and Complaints

I booked my Mother on a flight to return to Wellington 10th January 2020 VYBL2H NZ8314 departing Nelson at 1 50. Louise Barnhill
We entered the airport at 2 11pm (ticket was shown. to staff) I dropped my Mother by the departure area and parked.
She was waiting by the assistance desk where three staff were. She is 86 years old and and was using a walker as she is unable to stand for long periods unassisted.
When I returned it was 1 22 and attempted to check her in I was told that the flight had been closed at 1 20. When asked if they could do anything about this they said no, Auckland had done it and it was all over the news. I asked why none of the staff had asked her if she required assistance when an elderly lady on a walker was standing there especially as there was a wheel chair booked. The reply was "so this is our fault is it"(Catherine Robertson)
The counter was not busy, I explained that I would have thought that they would have approached her and asked if assistance was required. (they didn't)
I was informed that I would need to pay yet another $100 to get her on the next flight I paid this as my Mother was upset however I was disappointed with the service she received and the cost I incurred.
A staff member went off to locate a wheelchair and returned with this at 1 4pm. As it had been booked for the 1 50 flight we had expected it to be on-hand and ready for her instead of her having to stand for 30 minutes
When we left the check in area her bag was still sitting on the customer side of the counter, staff assured her they would sort it however this created more anxiety.
Miss Daisy had been ordered to collect her in Wellington, I contacted the service and asked for a latter pickup, while the driver was possibly all ready on her way they agreed. The rescheduled flight left Nelson at 3pm so they expected her to be at the baggage area by 3 45pm. At 4 -11pm I received a call from them saying there was no sign of her. I made several phone calls (unable to get through to Air NZ)
Miss Daisy finally located her and her bag.
My Mother said there were 5 unaccompanied children on the flight and she was left sitting in the wheelchair while they were sorted. This incurred additional costs of parking and time for the Miss Daisy service.
Over all it was a disappointing experience and caused my Mother undue stress. Other than the comment about, was it there fault the staff were polite. The counter was not busy at the time and this whole issue could have been avoided if someone had simply asked if she needed help. (the counter staff were not busy.
I hope this experience has not put my Mother off further travel to visit grand and great gran children.
Consideration of a refund would be appreciated: this may have also high lighten an area for staff training.
I look forward to your response
Jenny Gardner
[protected]@caresolutions.co.nz

Hi,

I was very dissappointed by customer service I have from my air newzealand flight.
Flight NZ23 ( Dec 11, 2019 from Vancouver to Auckland )Firstly, flight staff looks so miserable and tired and they are not happy to serve you. They don't even pay attention to listen to passenger . It happened couple of times during my flight when I asked for water and attendant did not listen and gave water to other passenger who did not even ask. I was feeling very dehydrated and asking for water frequently and their faces were so miserable because I was asking them more often for water. I also requested to provide a small water bottle if they have, but they did not have any. Asking them water and looking at their miserable face was like I'm doing some kind of mistake. Flight staff are there to take care of passengers, although they were proving me with water but still you don't feel comfortable when you look at unhappy faces.
Food provided was not good and on top they were giving alcohol after the meal was almost finished, although Alcohol should have been served prior to meal.
And then another frustrated incident happen on my return flight from Auckland to Chicago - flight NZ 26 on Jan 11, 2020 when i advised baggage attended to put fragile sticker on my bags and waited in a separate line for fragile and heavy luggage. I was so disappointed to see when after reaching home I noted all my crockery was broken and the way my bags were dealt it looks like they were thrown from
One corner to another. What's the point of asking and waiting in a separate line if the attendent marked one bag as a fragile but not the other file and the one she forgot to attach fragile sticker was with my most of the breakable items. It was badly handled that my plastic container was broken too, even bottles in my bag got opened with the way they handled the bags and every thing was all over the place.
I'm writing to provide feedback and ask for compensation from air newzealand for the damage and inconvenience all these incidents have caused.

Regards,
Sukhdeep Thind
[protected]@gmail.com
[protected]

Confirmation number: DCCS7H. Date Sat 04- Sun 05, 2020

I had a return flight from Perth to NZ booked on the above date to depart at 6.55pm. I checked in on the morning of the 4th only to find it had been cancelled.
I had recieved no email regarding this cancellation, I rang customer services straight away and waited for about 15-20mins to talk to an operator who was helpful but to re-book took at least another 25 mins on the phone, also been told by the operator that the details would be emailed to me, which they were not.
My orignal booking was and always is a direct flight as I am not a fan of connecting flights and waiting in airports for hours on end.
My flight was re-booked to leave Perth at 11pm(organising different transport to accompany this change, to take me too the airport)and arriving in Sydney at 6am this was with Quantas
Then connect on another ANZ flight from Sydney leaving at 11.15am arriving in NZ at 5pm. So I spent hours in the Sydney airport, purchasing breakfast etc as it was going to be a long day. Finally to arrive back in NZ, which again my transport arrangements from the airport had to be reorganised.
I was dissapointed with the service for the above reasons and never want to go through this again.
I look forward to your response as I usually enjoy the full service of ANZ.
Regards
Diane Stephens

Hello,
I booked a ticket via Air NZ from Palmerston North to Los Angeles Return my ticket No: [protected] and Booking Reference Number G5HJGH, leaving NZ on 15th December and return flight on 3rd January from LAX.
I paid for preferred seats in both the long-haul flights as I have long legs and need the leg space to stretch out and therefore seat near the exit row. However, on the return journey on 3rd night on NZ 5, I was given seat No. 35 B which had a seat in front of it making my travel extremely unpleasant.
As a result, I would like a refund of the amount that I paid for the preferred seat for the return journey.
I would appreciate a response from your team. You can e-mail me on [protected]@gmail.com
Thanks
Murali

I wish to make a strong complaint with reference to my flight from Gisborne to Auckland on the 28th December.
I was booked to fly at 9.40 a.m. (ABBXRH booking reference) Unfortunately due to my partial disability and road works outside the airport building I was approximately 2 minutes late to book in. As a result I was refused passage on that flight, even though the passangers had not started boarding and baggage was still on the trolley waiting to be loaded.
To add insult to injury I was charged another $100.00 to get on the next flight
I am very disdappointed with Air New Zealand as I am a Kiwi and like to support my local carrrier, but after this totally insensitive treatment I will be reluctant to fly with you again

Pauline Flynn

Good afternoon.
This is not a complaint about Air New Zealand BUT your involvement with the Cook Islands Government and Rarotonga International Airport.
My wife & I and another 300 passengers travelled on Flight NZ18, Auckland to Rarotonga and Los Angeles, on 21 December. All passengers were asked to leave the aircraft at Rarotonga, as expected, but much to our surprise we were told that ALL luggage was to be offloaded and those travelling on to LA had to pass through Immigration, collect their luggage, be reprocessed through Immigration and Customs before boarding the aircraft. After two (2) hours of waiting in the queues at Immigration/Customs we were then confronted with further delays waiting for our luggage at the carousel which was mixed with the LA bound luggage. The airport staff were dashing up and down the queues at the carousel, obviously under pressure from Air NZ and the Airport Authority to get the plane loaded, asking for LA bound passengers to hurry.
Why is there no TRANSIT LOUNGE at Rarotonga for inbound passengers?
Why is the luggage not sorted into separate containers for Rarotonga and Los Angeles at Auckland International Airport thus avoiding the need to offload all at Rarotonga?
There must be a simple solution to avoid unnecessary double handling and processing of PEOPLE and luggage and the ensuing delays and frustrations of all at Rarotonga International Airport?
I await your responses.
Nigel Horne
[protected]
[protected]@gmail.com

Booking Reference ICCDDH
Flight NZ124 dated 27th November 2019, MEL-AUK
Norman Roy and Melinda Roy
Our fares included 2 checked 23 kgs each, total 4 bags
On checking in the check in computer advised that we were only entitled to 1 bag each and requested a payment of AUD 460.00 for the other 2 bags.
We immediately brought this to the attention to the roving assistant and showed her both a paper trail and our AIRNZ app to confirm our baggage allowance.
We were then requested to speak with the service desk, all up we were with AIRNZ for 45 mins to an hour and feeling highly embarrassed and doubting ourselves and our agent.
AIRNZ confirmed the baggage allowance and to our relief we then went through Customs etc.
Not too sure whether you are aware of this but this type of inconvenience can really place a dampener on a holiday.
Can we be compensated for your errors,

Norman & Melinda Roy

I recently travelled to Auckland from Melbourne with Air new Zealand and was quite saddened by the lack of information regarding meals on board
I did not bother to book a meal ahead as thought I may sleep all the way as of an early flight, as my seat also, I was astonished at the slow sevice of the refreshment/meals offered, we were up in the air a good hour before offered even water? upon asking for a glass of wine before my meal I was told had to wait for the prompt on my screen to light up before ordering, one hour later my screen still wasn't working so asked for a tomato juice to fill me up as I was now starving, with the comment (are you going to pay for it?)i was willing to pay for my wine also if i could of got my screen working, I still had problems and did not watch an inflight movie as I was scared to lose the screen with the food button, about another half hour passed and i questioned this to be now told to be patient? almost everyone had now eaten when a flight attendant came up to my seat and said the screens were not working at the back so took my order verbally to be now told I couldn't even order a hot meal only snacks! the passenger next to me could not understand any of the above either, then just to add insult to injury when going to the bathroom one of your flight attendants was eating a hot meal? I normally hype air New Zealand to all but this service and lack of it was inexusable,
I look forward to your reply
Kim Campbell
e-mail miss [protected]@yahoo.com.au
Tel: [protected]
Flight No: NZ220 10.15 dep Melbourne to Auckland Friday 29th Nov
seat 35F

Not happy with the way my Husband and son where treated due to flight cancellation the accommodation they are staying at is very low star and the food is all so descusting I am so upset with other people receiving novtel accommodation this one man staff treated my husband unfair due to his appearance air New Zealand should be looking after their own people he is Mario not happy we paid 2000 for fights only for them to wait in crappie accommodation because the staff member chose other people to stay in what ever they thought the best for them self to choose my husband and my son have just spent the last 4 days fixing his father's grave up north and what new Zealand staff did is disgusting to my husband and son. I would like them to receive a written apology for the inconvenience caused by air new Zealand my husband booking number is AEBWLH Jason Armstrong and my son is kane Armstrong.

Dear Sir/Madam,

I am writing to give you an opportunity to PLEASE EXPLAIN how it is that after paying at least $500:00 more for your Premium Business ticket than he would have paid for a Premium economy seat My husband was served his breakfast last, because the staff were too busy serving Premium economy seated people first and by this stage they had run out of plain yogurt and then his "chef prepared "main course was unavailable because, as the staff member informed us, the Premium economy meals were the pretty much the same as the business class.and they had given all his meal away!
Before I change airlines for good and post a warning to my fellow business flyers about this obvious rip off, of business class passengers by the now nz premium economy class. I would like some kind of excuse, of course
This was after not being able to get a seat in the nz Auckland business class lounge because of the number of families travelling, I wonder if all the those people were paying full business class adult fares for their seats, I believe not.
All I can think is Maybe Air New Zealand does not want to follow through on its actual business class advertising proganda.

It underpins the question what now constitutes business class and what are we paying 500.00 for ?
What does air nz actually want to facilitate as its business class policy ?It appears that the adult business class traveller, travelling for business, don't have any business flying with Air New Zealand. They are subsidising every other person on the plane, without the benefits of the quality of travel that paying an extra $500.00 should entitle you too.!,
If the service from air nz is anything to go by so far - I may not get a satisfactory answer to this email. But the commerce commission and the business magazines and networks I have built up will certainly be hearing from me.
I was also subjected to a ranting mansplaining misogynistic sexually inappropriate languaged customer service manager "Andreij" getting in my face for far far too long.
A cheap and rotten service without any of the standard business class at any end or during the trip.
Really trying to support NZ but really ashamed of the product:(
Sara

we flew out to Niue on the 14th Sept great flight by the way, prior to that we couldn't purchase an extra bag online for departure but could on the return trip and were told that you cant do that prior to departure but you can on return trip which we did, we were charged a excessive fee of $170.00 prior to departure which is rather steep and only $60.00 for excess baggage return, also at Niue airport prior to return were told by officials there that airnz shouldn't be giving excess baggage on return trip and they tried charging us extra which i had already paid for, didn't in the end as i showed them the e-ticket with the extra bag already pain for suggest you clear this up with them .

Also our return trip from Niue was close to an hour late so we missed the connecting flight to Kerikeri, so we had to stay the night at Auckland airport the ticket staff were very good and changed our flights to the next day but said they were unable to find accommodation but suggested we stay at the Novotel across the road, which we did as they also only had one room left, ticket staff suggested we contact AIRNZ to claim back accommodation expenses, as you realise this is not our problem re missing connecting flights the time we disembarked was 1845hrs which gave ups 15min to get through customs and to domestic terminal, also other flights has landed so the que was rather long, hope this clears up a few points, flown for years with AIRNZ always have supported our airline .

Regards
Dave Grimshaw

Hi there

My car was parked in one of the Auckland open area car parks - area L.
When I returned last night, it had been moved from the parking that I had parked it in to an opposite car park and backed in.
This morning, in the light, I noticed that the car paint work had been damaged in what is obviously lifting of the car - I have no idea why it was necessary to move the car

Glenda Schnell
glenda.[protected]@vitae.co.nz
[protected]

Why is Air New Zealand not doing an ad on tv re this new service from Invercargill to Auckland you should get it out there with tv radio paper and u tube my problim is it is not on our tv 1 or 3 here is my name Stephen Luscombe phone [protected] or email me on [protected]@gmail.com we are a city here in southland we what to be notice out there just a thought

I am complaining about the lady that i spoke to on the phone when i was trying to book my granddaughter anastasia-rose mohi. We were at the airport on time the date was 23/07/19 plane departing at 8.45am to apia samoa i hadn't taken the block of my granddaughters passport she was unable to fly. Now the lady at the disk of air new zealand told my sister helen that she would put a note on the system stating that it would cost $30.00 to re book anastasia-roses flight and $40 child flying alone once the court had cleared the block on anastasia-roses passport. So when the courts said it was fine to re book my other sister lani rang the call center in auckland the date was 24/07/19 and time was between 9am-10am to be told that it was going to cost$390.00 because she had my granddaughter and it was her birthday lani had no time to argue the point lani told me that the man was very pushy and she felt like he was belittling her while trying to persuade her to make payment. So she left it to me to ring. I rang about 10.15 on the 24/07/19 and was on the phone for two hours trying to explain the notes that had been put on the computer at air new zealand international but the lady i was talking to would not lesson and told me don't ring them they wont be able to give you that price after getting no where with her. I rang auckland international airport and ask if i could be put through to air new zealand who confirmed the note on the computer and the my sister lani made the payment. Now i think that guy that my sister lani spoke to in auckland and the lady that i spoke with should be fired what you need to do is pull the recordings. To me it sounds like air new zealand has got scammers working for them that are getting more money or a bonus by ripping people of. My email is deborah.Wilma.[protected]@gmail.Com

Kia ora
My Flight from Niue to Auck on 12/07
I Travel with my Son.on a Works Airfare..
My concern is that we have 4 piece..1xfree piece each..and 1 each pre paid online for extra piece
But still the officer serve us told us to pay $ 170.00
Same thing happen on our Return to Niue on the 23/07..its confussing and makes me mad..of this happen..
Just voice my concern if i can get my money back..

Thank you
T Talaiti

Call center has been consistently rude and unhelpful, slapping on fee after fee and not delivering consistent messaging from one operator to the next.

I booked a flight from SFO to Auckland and needed to reschedule twice, and have paid the 250 + 50 +fare difference fee twice (yes, that's more than the price of the original ticket). When speaking with an agent while rescheduling the second time, they were not able to confirm my return flight, but assured me that I could call back when the flights times were confirmed. This agent promised I would not be charged the $250 change and service fees, but when I called to confirm my return flight, the agent would not reassign the ticket without charging me $50 of this fee. Beyond nickel and dining, they are simply robbing their their customers, and being quite direct and rude about it.

I will never fly this airline again, and I haven't even stepped foot on the plane yet. Their behavior is extremely unprofessional and their customer service is terrible.

Hi there,

I was traveling to Christchurch on 10 June 2019 and scheduled at 17.30.
Booking reference HMFZAH.
We arrived in time to change our flight to an earlier one and was advised seats were available. We were happy to pay a fee for this.
We were then told we weren't able to do this without paying a full fare again. Seemed a very unhelpful bunch of staff given there were seats available, time to make the departure and we had a willingness to pay a fee (as we didn't book flexi).
I am very disappointed with the service, or lack thereof.
Below is a photo of the plane, which has still not departed.
Regards

David
[protected]@hotmail.com

I flew business from edmonton to Gold Coast. The fare between Auckland and Gold Coast was paid in full 8 months ago and was works deluxe. We checked in and had the appropriate seats in Edmonton. When boarding we were not able to. The ticket agent thought it was our passport. But they had downgraded our seats and tickets to works. We got 3 rows back and had to sit with someone. The flight was full and our original seats were given to someone else. I want to be refunded for the cost of those tickets for both of us. The flight attendant also wrote an email, taking pictures of our itinerary and the new boArding passes as she was also unhappy that happened. No one gave an answer as to why. For 8000.00 tickets it's unacceptable. I fly Air NZ often and always to Australia over air canada . So I found this to be surprising and that no one bothered to get back to us once the flight attendant also wrote an email.
We arrived on route back to Vancouver and I got my bag off the carousel and the wheel
Was totally broken. I couldn't roll it . This suitcase is brand new. So that's the second thing I would like to know what the recourse is to do.
Pictures below of original boarding pass for me( they kept Donald's in Auckland so I only hAve mine but we were ticketed and DOWNGRADED TOGETHER)
And pictures of the broken suitcase
Please respond

Hello,

I would like to place a complaint about my recent flight AKL - SFO booked via Air NZ on a United flight (UA916). I was extremely put out by the poor attitude and plain rudeness of one of the hostess. I didn't catch her name, but, a mid aged women with blonde hair and white glasses. I went to the back of the plane to ask for a glass of water upon seeing that there was already a tray of water and cups outside the back cabin crew/food area, on the left hand side - so a public area. As I was about to pour myself a glass of water, the hostess snapped at me and abruptly said "don't just help yourself to a glass of water, that is for the meal service only" and grabbed the cup off me. I was extremely put out and have never come across anything like this on an Air NZ flight. There were other factors that we're below satisfactory on the flight, but this one topped them all. Based on this very poor experience, I will not be looking at flying on a Air NZ-United flight again.

Cheers,
Shirley Everton
Email: [protected]@hotmail.com
Phone: [protected]

I booked a flight from San Francisco to Perth Australia to depart on 23 February 2019
My return flight was from Aukland, New Zealand to Honolulu on 19 March 2019. Prior to flying with Air Zealand, I noticed that the checked baggage allowance was one bag per passenger.
I also notice that international flights allowed passengers to have 2 checked bags. I telephoned Air New Zealand to verify how many bags my wife and I could check in.
I was told we were authorized 2 checked bags. I had the Air New Zealand representative repeat the answer, that we were authorized 2 checked bag each.
When my wife and I went to check in for our flight we were told by the receptionistt that we were authorized one checked bag each . If we wanted to check in 2 bags we would have to pay $545.00 ! I told the receptionist that we were told that international flights are authorized 2 bags. She made us put clothes from our small bags into the large bags (with me jumping on the bags to close them). I just had a knee replacement and it was very painful for me to have to squeeze clothes into the large bags. When we attempted to place the small bags into the overhead compartments, I could not lift the bags high enough, other passengers had to place our bags in the overhead compartments for us. I am 84 years old and my wife is 75 years old. We don't have the strength that we had in our youth.