Airnewzealand Anmeldelser 

Booked a flight months ago for this Dec thru Jan . Vancouver to Auckland and back again . Received an email today that my plane has been changed in the times as well and when it was rebooked my paid exit row seats We're not on the new flight because the air craft was changed , My first thought was great I'll get know we're fast it's going to take forever . .well to my surprise it was dealt with on line with new chat service that fixed the issue promptly and I chatted with agent ,five ⭐ thanks air new Zealand . That was the best service I've received from any on line service ever from any airlines

Air NZ used to be a top rated airline and I would always choose them. I flew premium economy from Auckland to Perth on 23/4/26 and had no problems. But I returned economy from Sydney to Auckland on 17/5/26 and had an uncomfortable flight. The seats seem much closer together and no longer recline at all. There was no space in the overhead lockers as the Warriors were on our flight and had two bags each. Having our bags at our feet in the tiny space made the flight even more uncomfortable. The cabin crew seemed bored. I was an assisted passenger and had excellent help in Sydney, but in Auckland it was halfhearted and begrudging. I know Qantas aren’t much better, so looking at Emirates for our next trip. They’re cheaper than Air NZ too.

Worst airlines in the entire world. Rude and poor customer service. Fake hype and advertising. Feedback service is a joke. Unhygienic and fake service. Don't use them, they are scammers. Their agent told us they have booked us a window seat, which wasn't the reality.

Once you are on the plane. Air nz is great. It’s just that there customer service is beyond terrible and their flights are often delayed and they don’t honour flexi fares.

Air New Zealand might be the most useless airline ever. They are consistently late with terrible communication. When they lost my bag while travelling overseas, they were not helpful in the slightest. It was as if I had done something wrong. And the Customer Service was the rudest people I have ever interacted with. If they weren’t the lead in airline in NZ I would never fly with them again

I would give it zero star if I could , however .
I’ve never had any issue with this flight before until recent flights experience, sits getting narrower for long haul flights , down graded flight food, no more on demand snacks and drink services . On top of that, I have found out that they have broke two of my checked in luggages and I have to pay for it first for them to review in order to get a petty compensation (about 25% of its original value) and another one still on going with them while I am travelling.
I would not recommend to fly with them in the future, surely there’s lots of better flight companies to choose from .
And their compensation process is such a Pain.

On April 19th, 2026, at 7:10 a.m., I flew with Air New Zealand from Sydney to Auckland. During breakfast service, the flight attendant was very rude. While everyone else received their breakfast, she looked directly at me and just walked away, leaving me out. In addition, the flight attendants overall were not friendly; they seemed rushed and inattentive. This was the first time in all my years of travel that I experienced such poor service. I am extremely disappointed and hope the airline takes this upon themselves to improve

This airline really is a mickey mouse operation we have now been subject to cancellation of both our outward flight from LAX to Auckland and our return journey- and the excuses they come up with are complete Disney of course you don’t really have any real opportunity to challenge or choice in alternative options. They are free to claim whatever and put you on whatever works in their best interest not yours, but makes you wonder what kind of investment they are putting into their aircraft and how safe it is with constant cancellations due to technical issues. I would recommend choosing a different airline if you can - the ground staff are generally unhelpful and just advise you to go on-line you can’t speak to anyone face to face it’s really a backward facing airline in this day and age- come on Air New Zealand do better for your customers and but them before profit!

I can see why Air New Zealand has such a bad reputation now - their customer service and price gouging is horrendous.

All I wanted to do was try and get an earlier flight from Auckland to Dunedin, as the connection wait off the Singapore leg was 7 1/2 hours (and there is an earlier flight at 12.20pm) - I paid an economy full fare return to Singapore, over $3.1K nowadays. The cost to change from a 3.40pm flight to the earlier 12.20pm flight was a whopping $750 - extortionate.

I was told it was the difference between my original fare and the new fare. If I booked the same Auckland to Dunedin 3.40pm flight tonight - $571. So my original flight must have been a refund!!!

JetStar return Dunedin to Auckland in May is just $300 - Air New Zealand nearly $1000, which makes me not want to fly Air New Zealand anymore for domestic.

They don't care - the best they could do was a $60 refund of the rebooking fee. Hopeless. I have been a loyal Air New Zealand customer for over 30 years. Sad to see them fall so low - very disappointed.

I understand the weather is outside their control but to not provide a refund when they cancel a flight and cannot provide an alternative is not acceptable, they did not provide a service that was paid for. We spent an extra $700 getting back to Auckland by hire car to catch an international flight after being mislead by their online chat that we could claim compensation, now the trip is complete they are refusing to admit I was mislead, refusing to provide any compensation and refusing to refund. Credit is no good to a non NZ resident and frankly NZ locals shouldn't have to settle for it either. Poor customer service and poor overall response to a weather crisis.

Flew from Bali to Auckland.
Once in Auckland took us 30 hrs to get to our regional town of residence.
Air Nz is in tatters. They cancel flights without notice and reason or blatantly lie about it.
Leave ground staff to deal with the carnage and fall out.
2.9 billion in debt and consistently running at an annual loss.
I can't understand how this Airline as a national carrier has got so bad.
They have passengers in tears delayed for 2 days plus.
Totally unacceptable.
I have traveled extensively throughout the world and unfortunately 2nd rate airlines in a 3rd world country do a better job.
I would avoid if necessary, but unfortunately the only national carrier that is consistency bailed out by a 51% share Government holding.

We have had to change flights to Europe twice and they have been more than fair in their charges One issue is that they should not really offer the Auckland Frankfurt service with the 4 hour change over in Tokyo to travel from Narita to Haneda it is too tight and potentially stressful. It would be better to encourage passengers to overnight in Japan.

Very expensive !! Thought we got a alright deal on flights, only to pay a extra $120 on bags!! Not to mention no meals included , couldn't even get a complimentary can of coke. Qantas offers as many drinks as you want during flight. Service was just... ok. Nothing spectacular. Would choose qantas in future

When “Manaaki” Falls Short: A Disappointing Experience on Air New Zealand Flight NZ281

Flying with Air New Zealand is often associated with warmth, hospitality, and its well-known value of Manaaki — a promise of care that goes beyond expectations. However, my experience on Flight NZ281 on 9 April Singapore to Auckland sector told a very different story.

From the outset, the service lacked the attentiveness and courtesy one would expect from a full-service airline. What stood out most was not just inefficiency, but a pattern of dismissive behaviour that, at times, felt uncomfortable and targeted.

During the flight, a cabin crew member addressed a passenger — an Indian flyer — with the remark, “Patience sir, keep patience, I’m coming there.” While the words themselves may seem harmless, the tone conveyed impatience and a lack of respect, creating an uneasy atmosphere. Professional service is not just about what is said, but how it is said — and in this case, it fell short.

The situation worsened when another crew member (mid-aged short haired Indian woman), accidentally spilled water on me while serving another passenger. Mistakes can happen, but what defines good service is the response. Unfortunately, the apology was minimal, and when I requested napkins, they were never brought. Instead, the crew member continued serving others and appeared to forget entirely. I was left waiting for around 10 minutes before I could get assistance again.

Equally frustrating was the lack of basic service when it came to drinking water — a fundamental necessity on any flight. After being assured I would receive water “very shortly,” I waited nearly 30 minutes with no follow-up. I had also requested my water bottle to be refilled; the crew member said she would return after completing the drinks trolley but never did. Eventually, I had to call another hostess to resolve something that should have been handled promptly.

Taken together, these incidents painted a picture of neglect and poor service coordination, not only with me but with other passengers as well. Rather than the attentive and caring experience promised, it felt closer to that of a low-cost carrier where service is secondary.

For an airline that prides itself on Manaaki – taking care further than any other airline, this experience was deeply disappointing. Service is not defined by branding or slogans, but by consistent actions and respectful interactions with passengers — regardless of their background.

This is not just feedback, but a call for reflection. Every passenger deserves to feel acknowledged, respected, and cared for. Unfortunately, on this journey, that standard was not met.

We have been loyal Air NZ travellers using them several times a year. Constantly we have been let down by them with delays and disruptions. Latest flight they have now changed the day, the time and we can't even sit together. Very disappointed with their poor service and lack of care for their customers.

If there is 0 Star, I will choose it for New Zealand Airlines. We took Business Class NZ78 from Taipei to Auckland direct flight on April 07, 2026. The service is horrible with worst attitude from the moment we entered the 787 Air Craft to the time we got off.
The flight attendant threw the menu to you and ask what do you like to order without any explaination..I didn't have my reading glasses with me and asked for explaining the menu for for the dinner choices... The flight attendant showed bad attitude and threw out a few options... and I ordered quickly under the bad impatient attitude .... after the horrible service dinner, the cable clothes, drink cups was left and not collected through the flight... when I pressed the service button, Zero Response... till I stood up and went to ask her to come to clean up... both my wife and I have been traveling around the world that Africa, Central, South America, India, Sri Lanka,.... This is the worst we have ever experienced....

This is the worst airline I have experienced in my entire life. The overall service was extremely disappointing from start to finish. The cabin crew appeared unprofessional and inattentive, and customer service standards were far below what is expected from an international airline.

The food service was unacceptable—the meals were poorly presented, served on low-quality disposable dishes, and the utensils were visibly dirty, which raises serious hygiene concerns.

The aircraft itself felt very outdated and poorly maintained. It did not inspire confidence in terms of comfort or safety, and the overall condition made for an unpleasant journey.

Additionally, the cabin attendants are over 60 years old (Milf) and attitude toward passengers was concerning. There appeared to be a lack of respect and fairness in how customers were treated, especially toward international travelers, which made the experience even more uncomfortable.

I would strongly advise others to avoid this airline unless absolutely necessary.

Paid for an online booking using POLi. AirNZ took my money but did not actually book the flights. Spent literally hours on the phone and chat trying to arrange a refund. Finally told they would not refund for "at least ten working days". No actual date when I can expect a refund. Not even an apology. Terrible.

Très mauvais expérience avec cette compagnie.
48 h de retard en tout.
On a du payer 2 nuits d’hôtel en plus en Nouvelle Zélande et on a perdu les 2 nuits d’hôtel réservées au Fidji.
Aucune prise en charge financière par la compagnie.
4 h d’attente à un guichet : on n’a été victime de discrimination, aucune aide, aucun respect. Notre problème réglé en 5 minutes ( il y avait un vol le lendemain, nous on n’a attendu 48 h pour avoir un vol)pendant que les néo-zélandais restaient 30 minutes pour qu on leur trouve la meilleure solution.
Quand on n’a a demandé pour la prise en charge des 2 nuits supplémentaires en Nouvelle Zélande. On nous dit que c’était pas leur problème et de dégager .
Je suis encore choquée par cet épisode.
Compagnie à éviter , on ne prend pas soin des clients quand il y a un problème

We had tickets for two flights on Air New Zealand. First was auckland to rotorua, no problem. Then we were supposed to fly rotorua to wellington and connect to Nelson. The first leg was a mechancal cancellation. the airport staff arranged a bus, but it would not get to Wellington to make our Nelson flight. So we rented a car. I paid $689 for the two flights. Today I got a refund of $10, new zealand currency or $6 usa. what a joke.