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Air New Zealand Reviews Summary
The company presents a mixed reputation, with some customers praising the quality of food and the cleanliness of planes, alongside positive experiences regarding comfortable flights and attentive service, particularly for families. However, significant concerns arise from reports of rude and unhelpful staff, especially regarding baggage policies and customer service interactions, which often involve long wait times and inadequate support. The overall sentiment indicates a need for improved customer engagement and responsiveness, as many customers express dissatisfaction with their treatment during challenging situations, suggesting a disconnect between service expectations and delivery.
This summary is generated by AI, based on text from customer reviews
We could not travel to New Zealand due to not getting our visa on time despite applying for the tourist visa a month in advance (crazy long backlog at Immigration New Zealand). We needed to cancel the flights and after waiting on the line for hours to end, we were told that the flight could not get cancelled, we got nothing back and the operator kept cutting me off and eventually hung up on me mid-sentence when I tried to explain to her our circumstances. What horrible customer service and these people surely do not care. NEVER EVER will I fly with them anymore.
I always fly with Air New Zealand to the USA, good service, the stopover at Auckland lets you streach little bit.
We were lucky enough to complete a LON-AKL return flight before the COVID crisis essentially closed down international travel. We had very comfortable flights - great service for a Mum travelling alone with 3 kids. I couldn't fault it. Just sad to know they are no longer flying from LON-LAX. We will miss being able to book with them for the entire route.
Flights get crew was old and tired, just unpleasant.
Plane was new! But dirty, and I dont mean a bag here or a peanut there. I mean full on coffee stains on seats and trays, I mean human sweat reading from seats! And when we got up in the air we found out why! The crew refused to lower the cabin tempature so we all had to bare it!
Try calling the airline once you reach NZ, I dare you! We gave up after 3 times with the longest wait over 25 min!
They are just mediocre at best, rude and to be honest, disrespectful of their customers money and time.
Never again!
The prices are very fine, but there is one little problem: the staff here does not care about the passengers and customers. If you're ok with that, then go ahead.
Nice food yes, clean planes - yes. But this is where the positives end, in Auckland my baggage was 2kg over limit and the air NZ staff forced me to throw away items from my luggage. I offered to pay excess and offered unlimited money a couple of times, they refused. Awful treatment of customers.
www.airnewzealand.co.nz
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
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