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Air New Zealand

14,126 reviews
Headquarters: 185 Fanshawe Street, Auckland Central, Auckland New Zealand 01010
Overview
4.014,126 reviews
Travellers' Choice 2020 Winner
Travellers' Choice 2019 Winner
Travellers' Choice 2018 Winner
Travellers' Choice 2017 Winner
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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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14126Reviews
1929Photos
100Tips

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JamesBondrock wrote a review 26 May
Wanaka, New Zealand88 contributions33 helpful votes
Honolulu - Auckland
International
We are Koru members and frequent flyers, but its at times like these we wonder why. Our flight from Honolulu was cancelled by AirNZ as they are taking planes out of service. The original flight from Honolulu to AK was 8.5 hours, but instead we were put on a flight to LA on United (5.5hrs in the wrong direction), a 5 hour layover in LA then a flight time to Auckland of 13 hours, total time 23.5hrs!!! We asked for a stopover in LA, it was refused, we asked for compensation, it was refused. The united flight was packed and we couldn't even get seated together. Despite being Koru with and an extra luggage allowance united tried to charge us extra for luggage, we were then refused entry to the lounge at Honolulu "as our flight hadn't originated with AIRNZ" We hadn't had breakfast at this stage and got on the united flight, and it turns out AirNZ hadn't bothered to order any food for us, and you can only buy food with the united app, but of course their 40yo plane didn't have any working wifi, So no food for 5.5 hours, good one AirNZ! We then arrived at the Star Alliance LA lounge where they initially wouldn't accept my Koru, as whoever changed my flights didn't put my frequent flyer or koru number on the booking. Just an all-round disappointing and exhausting experience. Like many loyal AirNZ customers, we're becoming disenchanted with high prices and very average service.
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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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Cristen C wrote a review 26 May
2 contributions1 helpful vote
Houston - Auckland
International
DO NOT book a skycouch. Our flight was originally leaving Chicago, we paid about $1000 extra to have sky couch. Well the flight was changed to depart from Houston (from their end) and the airline did NOT rebook our sky couch but slapped us in the back of the plane in economy seats without any refund for the upgraded seating purchase. United clerk behind the desk could care less and threw a phone number at our face to call. If you pay for a service, you kinda expect to have the service or at the very least be communicated to about the change. Feel scammed out of money and I don’t want anyone else to go through the same nightmare.
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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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RugbyMadKiwi wrote a review 22 May
Papamoa, New Zealand604 contributions268 helpful votes
Auckland - Sydney
Trans-Tasman
No wonder I stay loyal to Air New Zealand with being an Elite member , as they were absolutely fantastic today when I had to cancel our Business Class flights to Sydney due to major surgery that I suddenly have to have. They were compassionate and no hesitation to put our flights into credit . Top marks to them and to Sam who I spoke with today. Thank you Air N.Z !!!!
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Date of travel: April 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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DCKLV wrote a review 18 May
Washington6 contributions5 helpful votes
Houston - Auckland
International
Our plane was half way to Auckland when a passenger became sick and they turned the plane back to land at Los Angeles. We were told to collect our bags that the flight was cancelled. There was a line several hundred people deep to get a hotel and learn their new flight arrangements. Extremely disorganized and no concern for customer service or exhaustion all started st 3:00 in the morning. The medical issues wasn’t their fault but the mismanagement of accommodations , transformative, communication and rebooking is entirely their fault. Would never fly 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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Roving02164824920 wrote a review 17 May
1 contribution1 helpful vote
Christchurch - Queenstown
Domestic
My flight is NZ5655 on 18/5/24 at 11:50am. I don’t usually write a review, but from the experience I had today I will make that an exception. Air New Zealand, you are such an utter embarrassment and disgrace towards the whole airline industry in New Zealand. Today I was supposed to fly to Queenstown for a nice weekend getaway, to meet my friends from Thailand who are traveling down south of New Zealand, but due to the weather it was canceled first in the morning and then again at around lunch time for the replacement flight. They aren’t going anywhere at all from the supposed date to travel. This is very understandable. For me personally I had a short time to travel due to having to come back to school. So I was going to ask for a refund plus compensation for my hotel bookings. When I was at the counter however, the first initial experience was absolutely terrible, the lady asked me “So what would you like to do?” without giving me any options whatsoever, in a rude way and bad attitude as well which was very surprising because I thought Air New Zealand was supposed to be one of the best airlines here in New Zealand and expected better customer service; very disappointing. I do understand that there were a lot of people that missed their flights and had to go to the counter before me, but it’s literally your job to take care of the customers. If you are tired of working there then you shouldn’t have gotten the job in the first place. After I told her my situation, she said that the airline doesn't offer a refund but flight credits instead which was already bad in itself, to add more to the injury they do not offer any compensation at all and said that it was because of the weather and that I didn’t buy travel insurance. As we all know New Zealand weather is very unpredictable and flight cancellation happens quite often, if you are going to make an excuse as an airline about zero compensation because of the weather, why bother even having domestic flights in the first place if it was going to be canceled most of the time? Like I said I understand that it’s normal to have flight cancellations because of the weather here, but zero compensation??? Come on, that's pathetic. Even airlines like JetStar offer compensation for the cancellation of flights due to weather issues. Air New Zealand you are an absolute disappointment.
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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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great inflight entertainment and helpful tripadvisor app
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Flughafen Los Angeles, Warten auf das Bording
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Cristen C wrote a tip 26 May
"Do not buy any extra sky couch. Complete scam and the business needs to fix their scammy practices "
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Black P wrote a tip 14 May
"Hire a rental car and drive. At least you know you'll get there."
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Freedom28798851113 wrote a tip 5 May
"Dont"
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Aidan Y wrote a tip 1 May
"Always check in online because if you don't have a checked bag then you can arrive at the airport only 10 minutes before boarding!"
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Robert S wrote a tip Apr 2024
"Submit a lowest offer bid in Offer Up - you may get one or all. We got one."
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ReturnOne-WayMulti-city
Depart
Tue, 11/06
Return
Tue, 18/06
Travellers
1, Economy