Airnewzealand Opiniones 

Terrible experience with the customer service who told me I "was asking stupid questions" and hung up on me. The person on the phone was rude and completely unhelpful, who doesn't deserve to be customer facing in any way. This is an awful representation for the airline, I will certainly never book with them again.

Absolute rubbish policy, realised four days after booking a flight (not due for three months) that I had not booked flexi, and told in no uncertain terms that they will not accept my extra money for flexi as outside 24hr window. Abhorrent that this is a majority government owned company haemorrhaging taxpayer money and yet they still provide such rubbish service. Needs to be privatised and operated properly. Everyone knows a good experience and customer service goes a long way

Absolutely horrid. I rarely fly air nz. Twice TWICE NOW, they have lost my luggage and no sincerity in trying to find it at all. What an absolute muppet of an airline. I would give it a 0 if I could.

Would give them a zero if possible. The booking process is hideous as you get thrown out every 2 minutes, on top paying a flight with a sufficient number of airpoints is cumbersome, as you need to add a family member as a giftee first, but the way to do this is near impossible. An overall unpleasant airline. I hope they get competition from Jetstar as much as possible.

Again, Air NZ lived up to their terrible reputation for appalling service. There’s absolutely no point selecting seats on their planes. For our return trip to Vancouver we had 7 changes of seats. After carefully selecting seats 10 months in advance for our family of three to sit together, we discovered purely by accident they’d been changed. We were scattered around and our daughter lost her window seat. Despite assurances, she never got it back. Air NZ never notify you when they change planes or seats. They leave it to be a nasty surprise when you check in. On the return journey, we had four sets of seats. We thought we’d finally got it settled after the third change but no! Checked in and discovered our seats have been changed yet again. And of course with no notification. Air Canada immediately notified us by email when they changed planes for an internal flight and they kept us all sitting together. If they can do it, why can’t Air NZ? Because they simply don’t care about customer service.

Paid a fortune for business class only to find both flights were now in the old planes with the herringbone configuration. Narrow, cramped seats with practically no storage space. Because the cabin crew have to flip the seats to make them into a bed, they try to get you to have it done as soon possible so they can finish and go sit down. Then they try to get everyone up early so they can change them back again. The only thing Air NZ seem interested in is advertising and making more of their cute safety briefings which are just a distraction from the actual safety message. The meals were nice but that was the only part of the whole experience that was good.

The worst was the inappropriate behaviour from cabin crew. We’ve experienced many casual and even rude Air NZ stewards in the past. This time I was taken back when the male steward came round and shook hands with everyone in the cabin – not hygienic especially in winter with colds and flu everywhere, to say nothing of Covid. Even less appropriate was for the same man to approach me in the middle of night and reach under my blanket to unhook my seat belt and refasten it on the outside. If I’m supposed to put it on outside the blanket then politely ask me to move it rather than groping beneath a woman’s blanket! Then when I got out my walking stick after landing, he said “Come along, hoppity.” An appalling way to speak to a disabled passenger. We’ve flown many other airlines and never come across such unacceptable treatment. Will never fly Air NZ again.

On Sunday evening around 5:10pm i got out from security check and went to my gate as I travelled from Auckland with Jet Star somehow i lost where to go and ended up to air nz side on the two storey building while i was meant to be travel with Jet star departed 5:35pm i was so stressful finding the gate and i saw the lady on the desk one of an air nz staff member and that she looks like tomboy sat by gate 29 or 30. I went and ask her for a help as not all people get familiar with airport and stuff and whoever to come across with should ask for Help to direct you straight where you wanted to go it doesn't matter which company flight you traveI with, staffs there or anyone should be able to assist. i was so panic as my flight departed soon while i couldnt find the gate as not familiar in the aiport but i politely asked her this way, ma'am please i need your help, which way to go find my gate # and i showed her the gate # she reply to me with a harsh voice 'oh i dont know where it was you can just go downstairs' i turned around and go i could find the way out or going down as it was only the electric stairs i saw I was so panic at time i went back to her and ask again i really need your help and same aggressive behavior with the same response to me so i walked back again and finally I found the stairs to go down then straight to my gate sadly when i got to my gate the gate was closed already and missed my flight. Just an advice please be good to anyone no matter which travel agent they are traveling with and show some sympathy.

Stuck at Denpasar Ngurah Rai International Airport 6pm delay delay delay 3 plus hrs and still counting so not looking at getting feed on board until 11pm if we are lucky but i won't feel like eating at that time, more common than not with air nz. Missing connecting flight also. Been up at 5am in bali arriving home mid afternoon next day. Unfortunately for Air NZ its all to common as we have been in this situation before. I don't know why we keep punishing ourselves but unfortunately in NZ there's not much choice.

The seat are terrible cramped and uncomfortable, the staff are the laziest I’ve ever flown with

Would give them a 0.
A horrid airline
Auckland domestic staff are rude and arrogant!
I guess they guaranteed a job as there is no other airline, so they can be arrogant and rude.
Flights cancelled, and they reimburse those that are young and vulnerable, but won't reimburse u if you are traveling alone and 69!
Talk about discrimination!
A horrid horrid experience!

Checked online all good.
Arrived at the airport to be told our business class seats on the 12 hour flight had been ‘downgraded’ to PE.

The manager at Auckland International Premier check-in - Filipino female was so rude and no sympathy for our predicament including saying we were lucky to get on the flight. Note we had purchased the seats 9 months before at great cost and checked in online once it opened. Refund within 6 weeks of the price difference between classes which is totally unacceptable.

The flight itself was awful - PE seats which didn’t recline, bland food and kept having to ask for water from the surly cabin staff as the temperature as way too hot.

The flight left late and arrived late too. Baggage took forever to arrive.

No help from customer services online and had to supply bank account details and other personal information (8 items) in order to receive the refund. This should have been a credit card refund directly back to our original credit card we used.

Return flight back in Business class was sub standard. Rubbish still in storage area as well as a used water bottle. Food was again bland and cabin crew surly and with attitude. My husband tried to sleep and kept being awoken by the staff stomping around the cabin.

Connecting flight from Auckland to Tauranga felt like we were in a third world. Gate lice meant priority passengers couldn’t get onboard first, rammed overhead storage and again, a common theme on Air NZ, rude and surly staff.

Such an embarrassment for our national airline and we will now us the competition on short and long haul flights.

My husband required a wheelchair to board on and off the airplane. Staff were caring and very efficient. This service is available free and helps the plane leave on time. Brilliant.

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.