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Air New Zealand
Headquarters: 185 Fanshawe Street, Auckland Central, Auckland New Zealand 01010
Overview
4.014,141 reviews
Travellers' Choice 2020 Winner
Travellers' Choice 2019 Winner
Travellers' Choice 2018 Winner
Travellers' Choice 2017 Winner
Legroom
Seat comfort
In-flight entertainment (WiFi, TV, films)
Onboard Experience
Customer service
Value for money
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About Air New Zealand

Airline Alliance

Star Alliance
Headquarters: 185 Fanshawe Street, Auckland Central, Auckland New Zealand 01010

Airline Summary

As the national airline of New Zealand, Air New Zealand operates non-stop services to more than 20 domestic destinations as well as to international ports in Australia, the Pacific Islands, Asia, North America, South America and the United Kingdom. As a member of the Star Alliance network, Air New Zealand is able to provide access to almost any destination in the world.
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14141Reviews
1930Photos
100Tips

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shane wrote a review 18 Jun
United Kingdom2 contributions
Wellington - Queenstown
Domestic
Arrived at the airport, with 25 mins before the flight, ‘yes we got caught it 40mins worth of traffic’. A very helpful staff member helped us send off our checked bags very quickly and the baggage manager sent them through to be loaded onto the plane, we hurried through security nice and fast. We arrived at our gate ready to board 8 minutes after our flight boarding was opened and were told we couldn’t board as our bags were refused onto the plane, due to quote “the baggage manager has already filled out the paper work and doesn’t want to do it again” even though we had still not missed the flight as the flight was at 9:15 and we had arrived at our gate ready to board at 9:04. We were told to turn around and go and get collect our luggage and we would be out on a later flight. We found an air New Zealand staff member at the baggage area. He told us we would get vouchers for refreshments and mentioned access to the lounge area for the next 4 hours. The flight they put us on was 4 hours later, all this happens whilst the plane still had not taken off. We still had time to get on. Then after waiting for the staff member to get off the phone to somebody. He handed us a $40 NZD voucher between 2 of us, no sorry for the hiccup, or anything of the sort, we then assumed we could enter the lounge for air new Zealand and were denied, lounge greeting staff were quite rude and didn’t listen to what we had to say, they didn’t try to help at all just turned us away. It was not our fault we got denied the flight as our bags were sent through by the bag manager at the drop off point yet denied at the other end and yet to compensate we got $20 each. Won’t be flying with them again.
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Date of travel: May 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Brent F wrote a review 18 Jun
2 contributions
Brisbane - Wellington
Trans-Tasman
Wet seat? Coffee spilage not cleaned up, sat in a wet seat for four hours, full pane could not be moved, business class had seat, but couldn't have one of them, not a towel or blanket offered to sit on.
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Rob wrote a review 17 Jun
Dunedin, New Zealand13 contributions4 helpful votes
Dunedin - Christchurch
Domestic
The staff are extraordinary, verity and Jen couldn't do enough for me. It was professional with a genuine smile. The only thing that marred the flight was a bigot seated next to me. I was needing a wheelchair to travel and he told me people like me should pay for 2 seats.
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Excursion02282358033 wrote a review 17 Jun
1 contribution
Auckland - Brisbane
Trans-Tasman
flew with daughter to Brisbane for her bday. Shocked & disappointed in the poor service received . The whole crew acted like everything they did was a chore . i have never seen such sour faces on a cabin crew. Terrible service ! Terrible vibe ! Air Nz & Mr Foran ….please do better !!! If your having a tough day then dont take it out on passengers please . 🤷🏼‍♂️
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Date of travel: May 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Joe wrote a review 16 Jun
6 contributions1 helpful vote
Auckland - Houston
International
Incompetent. Irresponsible. Unreliable. Uninterested. My Experience with Gurufare and Air New Zealand. In November of 2023 I purchased a round trip flight from the United States to New Zealand. I flew from Houston to Auckland on Air New Zealand, April 4th, 2024. I would have flown from Auckland back to Chicago on May 3rd, using the same airline. I cannot recall the exact website I used to find my flight. But this particular combination of connections (there being shorter flights on either side of the Pacific) was facilitated by a travel agency known as Gurufare. I purchased my roundtrip as well as a flight insurance policy through the original website. For the next two months I was bombarded with incessant emails, text messages and phone calls at the most inopportune times, courtesy of a single Gurufare representative— intent on helping me reserve specific seats, as well as changing my insurance to Gurufare’s own brand of coverage (which of course was more expensive). After this woman was finally convinced I had already made such arrangements for myself, this level of persistence and zealous communication was abandoned for the next three and half months in favor of complete silence. It was I who initiated our next contact. I wrote Gurufare an email from an Auckland airport hotel room— demanding a full refund. I had arrived at the airport earlier that morning, only to learn that my flight home— no longer existed. Air New Zealand no longer flies directly from Auckland to Chicago. Not ONCE in five months since I made my original booking was I sent any notification informing me of this fact, or given the chance to reschedule my journey home— either by Air New Zealand or Gurufare. Employees of Air New Zealand assured me that they could do nothing for my problem as I had purchased the flight through a third party. Each frantic attempt I made to contact Gurufare from the terminal was met with a dropped call. When at last I was able to connect, I was prompted to enter the phone number with which I made my initial reservation. The automated menu informed me that my number was not on file. I was forced to purchase an entirely new fare and find accommodations in the interim. As I was unable to reach Gurufare, I called Air New Zealand’s Customer Support line. Once again, I was informed that the airline was unable to help me— free of responsibility despite failing to inform a confirmed customer of a major logistics policy change— because I had used a third party agency. Thus began a month-long email exchange between myself and Gurufare’s Customer Support. Each infrequent email greeted me with the same sugary salutations and placating platitudes. It is quite possible I was dealing with yet another automated entity, but of course, most robots and Customer Support personnel are indistinguishable in this day and age. The reason for such delays? Gurufare had reached out to Air New Zealand to confirm my story and my original booking— another party unwilling to take responsibility for their actions: Their dereliction of duty to keep me informed of any changes to my itinerary, and to issue my recompense themselves. Whether the funds originated entirely from Gurufare, Air New Zealand or a combination of the two, in the end I only received one fifth of the money I was owed for this frightening inconvenience and infuriating incompetence. Take caution using Air New Zealand. Most likely you will have a better experience if you deal with them directly. But I absolutely do not recommend using Gurufare.
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Date of travel: May 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Wet seat sat in coffee for 4 hours.
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great inflight entertainment and helpful tripadvisor app
3 Helpful votes
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2 Helpful votes
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2 Helpful votes
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Flughafen Los Angeles, Warten auf das Bording
2 Helpful votes
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Brent F wrote a tip 18 Jun
"Leave plenty of time, delays and cancellations are frequent. Customer service is poor because of a lack of staff and an ageing workforce. "
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Excursion02282358033 wrote a tip 17 Jun
"fly with another airline "
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VLO wrote a tip 12 Jun
"If at all possible, avoid this airline. Unfortunately, I know it’s probably not possible and that’s why they’re so rude. New DMV"
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Donald G wrote a tip 10 Jun
"Don’t use the upgrade one up system unless you want to wait months for a refund"
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Emily wrote a tip May 2024
"Just avoid AirNZ"
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