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“Paid seat selection lost”
Review of Air New Zealand


Reviewed 14 April 2024

I always considered Air NZ as a budget airline domestically compared with Qantas but OK internationally. Maybe the short flight to he Cook Islands is treated more like a domestic flight but it had most of the hallmarks of a budget airline where you pay extra for seat selection ect. In particular, you should also be aware that when you purchase a specific seat, you may lose the selection if they change the flight times. We paid an extra $20 to get the choice of better seats but lost them with a minor time change....so $20 for nothing.

Date of travel: April 2024
    • Seat comfort
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    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Andrew 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.
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30 - 34 of 14,126 reviews

Reviewed 10 April 2024

TL;DR: Air NZ cancelled our flights, lost our bags for three days, and then stated their policy was to recompense $100 per passenger for necessary clothes and supplies (including medical supplies). It took them three months to sort this. We travelled Air NZ, and they cancelled our transfer flight, and as a result, lost our bags for three days. We called customer service, and did extensive online research, and nowhere did it mention there was a $100 per person cap on necessary supplies (including clothing) that you need when bags are delayed. In fact, international airline agreements (Montreal Convention) indicate that they are responsible for "reasonable" costs incurred due to the loss of baggage. After an extended time on hold, and several minutes of trying to blame us for the lost bags, the customer service rep also said nothing about this. When we went to claim (approx. $300 per person for three days of clothes, toiletries, medical supplies, etc.) we were then told the Air NZ "policy" was to limit this to $100 per passenger. For three days of clothes, plus other necessities. In contravention of international agreements (Montreal Convention). To be fair they increased this to $200 as a "courtesy", which still doesn't even come close to three days of gear needed. On top of this, it took them three months to sort this, end to end. A very, very poor experience from what's meant to be a decent airline.

Date of travel: December 2023
Thank noneoyourbusiness
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 9 April 2024

My recent experience with Air New Zealand left me disappointed. It seems they prioritize cost-saving measures over customer satisfaction, as they will try to switch you to a cheaper flight whenever they can. I experienced this firsthand and had no choice if I wanted to get back home. Additionally, the treatment I received from their staff was almost discriminatory, which further soured the experience. Their customer service did not offer any satisfactory resolution. I suggest avoiding Air New Zealand and considering other airlines like Qantas or Jetstar.

Date of travel: February 2024
    • Seat comfort
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    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank Seaside22378567142
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 8 April 2024

Air NZ used a Star Alliance partner, we were very frustrated to have booked seats prior, to find out that Air NZ put us in different seats. We couldn't understand the person on the intercom. Disappointing.

Date of travel: February 2024
Thank PhilSunnyNelson
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 5 April 2024

We upgraded to the works package for movies and food. When the food was brought to us we were told there was only one option left as they did not have any of the popular ones left. We were at the back of the plane literally. I asked if you need to.book in the front seats to get a choice and told yes usually. My daughter is diabetic so I asked if we could order food and had to wait till all food was served and drinks till the menu was available. They need to clarify this when you book to upgrade online. Definitely poor supply stock levels and the flight attendants have to apologize constantly for the miserable last food option that no one wants. To make it worse exactly the same thing happened on the flight home.

Date of travel: March 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Darnell 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.
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