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“Not customer friendly”
Review of Air New Zealand


Reviewed August 9, 2024

Been using their service for some time. Consistently bad service for around 10 years. They need some training and should ask customers to fill the survey at end of the trip.

Date of travel: August 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank Happiness47633619809
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviews (14,206)
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39 - 43 of 14,206 reviews

Reviewed August 8, 2024

What a disgraceful company 😡.
Cancelled my Husband and children flight.With no reason to why, wouldn't put them on the next flight. So now have missed the flights home to London.So we now have to find the money for £££.

Date of travel: August 2024
2  Thank Cam K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed August 6, 2024

I recently treated myself to a business class return flight to the UK with Air NZ, fortunately three legs of the travel was with Singapore Air (which was amazing) unfortunately the last leg of my travel was Singapore to Auckland on Air NZ. Singapore hostesses were so polite and helpful compared to the Air NZ hostesses. The comparison between the two airlines in like chalk and cheese. The seating on the Air NZ flight was uncomfortable and a bit ridiculous, the noise cancelling headphones were useless, I was in a front seat and I could clearly hear the conversation between two rather loud ladies in the back row. One particular hostess was very rude and abrupt during the whole flight. Instead of asking me what I would like for breakfast, she came up and said "You having breakfast?' The Singapore hostesses asked "Mrs ****** have you had time to browse the menu, what would you like to have this morning?" I had two lovely well behaved young boys sitting behind me and she was so impatient with them most of the flight. I will never fly Business Class with Air NZ again until they upgrade their planes and hopefully their hostesses.

Date of travel: July 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank JulieJ3034
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed August 3, 2024

After being delayed 5 hours they finally borded us at 11pm. When we got on the plane they advised the air-conditioning wasnt working and they were trying to fix it, we ended up sitting on the plane for 3 hours with no aircon with still having a 17.5 hour flight ahead us, we finally took off at 2am they then advised the food they had prepared was now no good so they had to discard it and they would bring us a snack. We got a couple of small snacks at 3am they nothing for 15 hours and by the time they got to the back of the plane they had run low on meals so we didnt get a choice of what we wanted.
Flight was actually to Auckland but apparently thats not an option either!

Date of travel: June 2024
2  Thank sherry b
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed July 29, 2024

4 customer service agents, each gave a different information, were dishonest to protect their and Air NZ's mistakes. One was a supervisor.
Very disappointing. The lack of care and accountability by the staff and the management team is shocking. They made mistakes in quoting prices, and lied about their mistakes, and all they did was to say 'I apologize' for each of their mistakes. Maybe more training is necessary, and hold your team accountable, not your customers.
One agent told me that 'Total Cost' means cost of each leg of the flight, and my understanding of 'total cost' is incorrect. I guess it all depends on what the definition of 'is' is.
I will now look at any other option before selecting Air NZ.
I'm saddened as I used to be very proud of Air NZ and used to recommend them to everyone. Something's happened since 10-15 years ago or so, and it's been downhill since.
Quality of plane food is terrible as well. (Apologies for the honest and direct feedback, but maybe someone will care to make a difference and bring quality and service back.)

- From a long time and very loyal customer.

Date of travel: July 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
2  Thank minoub2014
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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