Air New Zealand

I requested a refund of my flight from Auckland to Nelson due to a severe flare up of a medical condition. Despite having a doctor's note saying that I can't fly, they wouldn't budge. I was interrupted several times, felt like I was being lectured about their policy, and told "if we do it for one...". This was the supervisor who parroted almost word for word what the agent had said. I would rather walk and swim (an exaggeration but you get the point) than use Air NZ.

I had to cancel a flight for health reasons - a terminal illness. I am waiting for confirmation from Air NZ that I cancelled a non-refundable flight so that I can claim on my travel insurance. I have contacted them 4 times and each time have been promised the written confirmation. Of course, I am still waiting. This is the second time that Air NZ has promised documentation to enable me to make a claim. I gave up on that one. Not prepared to give up this time as I may need the money for additional treatment. It is of no cost to Air NZ so not sure why they are fudging this. So disorganised and frustrating. Update : I rang again yesterday and was promised the documentation by end of day with a follow up telephone call to make sure it was received - and yes - you guessed correctley, no email and no call !!!

i am writing to you because i was very angry and upset that your company and incompetent staff blatantly breached your policy to do with unaccompanied minors travelling with your airlines. on 17th january 2024 my 2 children aged 14yrs and 11yrs (johnjhon and ewara arahanga) boarded fight NZ627 from auckland to queenstown. (booking ref:VKWC2H) when they arrived at queenstown, to my understanding,your staff are to stay with the minors until the nominated guardian/s have provided ID and that your staff are satisfied that they are the correct nominee to hand the minors over to after sighting their ID. in this case it was my daughter in law (who had the ID) and my son (their older brother). they were shocked that the safety and wellbeing of my 2 children was blatantly breached as they watched them come walking through the gates unaccompanied. not only that but no one even approached or bothered to ask my older son and his partner who they were nor asked them for any ID nor did they seem to take much interest or even notice that my children unaccompanied minors! this is some serious breaching and your staff need to be reprimanded and held accountable for their incompetence.anyone could have easily taken my kids and God only knows what else may have happened if my son and daughter never spotted them when they did. so now i have serious trust issues with your company about taking care of my kids while in your care. this could be a very serious law suit against you should i lay a criminal charge of negligence. however i am not going to persue that,but i am going to have to put my trust and faith in God because now my children need to come home from their holiday in queenstown either tomorow 7th feb 24 or thursday 8th feb 24, whichever day is cheaper. i am a solo mother and i wholeheartely value my childrens lives and wellbeing. i paid extra costs to ensure my kids would be taken care of to the best of your guys ability and your policy gave me faith in believing that my kids were in good hands.

Absolutely no help changing flights even being a regular flyer. Points and flight status mean nothing when it doesnt tick all the boxes their end. Reward programme is absolutely pointless. Ill be moving to emirates for international flights from now on.

Absolutely disgusting flight service on NZ691 to Dunedin. Alexandra your flight attendant is rude and quite frankly your staff who try to speak to you are condescending and rude. We were on a flight to Dunedin with my 6 and 4yo, The seat belt sign was off and we proceeded to the toilet at the front. One man from row 10 went in before us while waiting with my 6yo after a few minutes one of your flight attendants (Brunette and glasses) suggested using the back as there didn't seem to be a queue. We waited another few minutes and turned around to start walking we got to row 5 from the front when the gentleman came out of the toilet and the brunette flight attendant went in the cupboard next to it Alexandra stood in front of us and stated "You cant use this toilet" my reply, I'm sorry she needs a toilet and is busting "Yes you can use the back you cannot use this toilet" Nil explanation I walked off frustrated and yes did say f' sake while walking all the way to the back with a 6yo busting. Returning to my seat the gentleman flight attendant proceeded to approach me to inform me that noone was allowed to use that toilet due to aviation rules , when asked why the gentleman from row 10 was just using it he began to not answer and kept saying the same thing, Again I asked why he just used it and my daughter wasn't allowed. Alexandra at this point is standing right there proceeding to say her peace and state apparently noone was using it when infact after speaking with several people in the front rows ALL parties confirmed the older passenger had used it When trying to speak to the gentleman flight attendant Alexandra continued to butt in , I placed my hand up and said I am not talking to you. She began to raise her voice for me not to do that and hot agitated. Again I asked her to leave as I was not talking to her. This may I add occurred in front of everyone not "Hey can I talk to you after the flight or oh sorry this is why shed said no" I then walked off crying to get away from her to the front of your plane when a lovely brunette (not the head flight attendant lady from earlier) asked if I was ok I explained the situation apologized to her and asked to put in a complaint. I was then approached by the head flight attendant from earlier who not once let me explain, I explained I was angry and frustrated and she just kept shutting me off Absolutely disgusting service and will never fly with Airnz again. Alexandra needs a new job and not in customer service. Used to be known for the friendliest staff I guess times have changed Do better

I have found on two recent occasions that I have flown with Air New Zealand that the ground staff and one onboard flight attendant were rude and obnoxious. Air New Zealand needs to insist on better standards from their staff. There is supposed to be a rise in abuse against staff but I am thinking that the rude manner customers are treated may be causing the rise in abuse back to these staff members. It is appalling on occasions. Some are very nice but some staff should be shown the door.

Absolutely disgusting flight service on NZ691 to Dunedin. Alexandra your flight attendant is rude and quite frankly your staff who try to speak to you are condescending and rude. We were on a flight to Dunedin with my 6 and 4yo, The seat belt sign was off and we proceeded to the toilet at the front. One man from row 10 went in before us while waiting with my 6yo after a few minutes one of your flight attendants (Brunette and glasses) suggested using the back as there didn't seem to be a queue. We waited another few minutes and turned around to start walking we got to row 5 from the front when the gentleman came out of the toilet and the brunette flight attendant went in the cupboard next to it Alexandra stood in front of us and stated "You cant use this toilet" my reply, I'm sorry she needs a toilet and is busting "Yes you can use the back you cannot use this toilet" Nil explanation I walked off frustrated and yes did say f' sake while walking all the way to the back with a 6yo busting. Returning to my seat the gentleman flight attendant proceeded to approach me to inform me that noone was allowed to use that toilet due to aviation rules , when asked why the gentleman from row 10 was just using it he began to not answer and kept saying the same thing, Again I asked why he just used it and my daughter wasn't allowed. Alexandra at this point is standing right there proceeding to say her peace and state apparently noone was using it when infact after speaking with several people in the front rows ALL parties confirmed the older passenger had used it When trying to speak to the gentleman flight attendant Alexandra continued to butt in , I placed my hand up and said I am not talking to you. She began to raise her voice for me not to do that and hot agitated. Again I asked her to leave as I was not talking to her. This may I add occurred in front of everyone not "Hey can I talk to you after the flight or oh sorry this is why shed said no" I then walked off crying to get away from her to the front of your plane when a lovely brunette (not the head flight attendant lady from earlier) asked if I was ok I explained the situation apologized to her and asked to put in a complaint. I was then approached by the head flight attendant from earlier who not once let me explain, I explained I was angry and frustrated and she just kept shutting me off Absolutely disgusting service and will never fly with Airnz again. Alexandra needs a new job and not in customer service. Used to be known for the friendliest staff I guess times have changed Do better.

You have cancelled our flight NZ127 7th of Dec 2023. Booking QK66YH We demand priority re-booking so we do not lose any time in travel arrivals. Honour your bookings. Don't upsell our seats. Martin Longden 021 63****

Change of flight with no explanation. Costing us an extra two and a half thousand in accomodation costs because of no customer service at Changi airport

We were notified a change to our flight from Singapore to Auckland to a day later while we were travelling in South East Asia. Because of this we changed our booking of two nights accomodation at Changi Airport in the Ambassador Tansit Hotel but when we got there we could not get into it as the Air NZ check in counter was closed due to the flight change therefore we had to cancel the hotel booking as we could not get into the hotel without a boarding pass. We have been advised by the hotel we can not get a refund of the $800 we paid. There has been no explanation as to why our flight was cancelled. This is not good enough and we would like some compensation from you as we had to pay at another hotel for our two nights accomodation. We wanted to be loyal to Air NZ but this experience has left us wondering if we will consider this in the future.

Queenstown flight cancelled due to weather - but they made no effort to assist to rebook or find alternate transport 6 weeks later still waiting on my credit !!! They have made massive profits in the last 18 months and hide behind no competition on the main routes Old service, lazy attitudes and have a monopoly This airline has gone down hill at mind-numbing speed

We had just arrived from LAX and checked if we could change our connect flight to an earlier time, thus shortening the scheduled 7-hour waiting time. Dominiqua at the Auckland Air New Zealand service centre was marvelous. She explained our options and recommended checking in later, which we did. A few phone calls later, Dominiqua had my wife and myself on the earlier flight. We were so happy about her friendly, helpful, and efficient attitude. Thank you Dominiqua.

I made a complaint over 2 months ago now and still no response even though I've followed up twice. This has happened a couple of times now when making a customer query / complaint. Funnily enough, I contacted Jetstar about a refund and within 5 minutes I was speaking to someone live on chat and they had sorted the issue out within 2 minutes. I avoid flying air nz when I can. Not sure why so many people are so dedicated to this airline. The worst customer service I have ever experienced. They dont care abou their customers at all.