Air New Zealand

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

0011 64 9-357 3000

Website

4.014,288 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

Cleanliness

Check-in and boarding

Food and beverage

About Air New Zealand

Airline Alliance

Star Alliance

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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4.0

14,288

Excellent

7,896

Very good

3,343

Average

1,274

Poor

683

Terrible

1,092

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Penbax

Sydney, Australia

2 contributions

Failed to provide reliable, direct service

Queenstown - SydneyTrans-Tasman

I don’t expect a lot from an airline. When booking, all I wanted was a direct flight from Queenstown to Sydney and I selected based on the time I’d arrive at my destinations. For a 3-hour flight, I don’t need food and fuss. This airline cancelled my flight home from Queenstown to Sydney with no reason. They gave me an indirect replacement - Fly Queenstown to Auckland, wait at the airport, fly Auckland to Sydney. This means a 3 hour flight is now 7 hours with stuffing around at Auckland airport. I’ll now need to pay for dinner and get a taxi home because of late arrival time, likely costing me and my partner around $150. This airline failed to give me what I was looking for when booking a flight. The only thing on our trip that failed to live up to service expectations was this airline. Sharing so others are aware.

Date of travel: December 2024

Written 18 January 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

M A C

2 contributions

Excruciatingly painful flight - Burnt with hot coffee with NO PROPER FIRST AID given.

Dunedin - ChristchurchDomestic

Flew back home with my family. Got accidently burned by a freshly made black coffee which trickled down from my tray just after serving due to a bit of sudden turbulence. The terrible part was I've only been offered some paper towel to dry off. Asked for some cold compress or cooling packs at least to cool down the burn on my legs and bottom but only a drench wipe was offered. Had to bear an excruciatingly painful 40 minutes through the flight before landing. Went straight to the Emergency department where the burn on one leg had already deblistered. Had debridement and treated. Had weekly hospital visits for consultation to monitor the burnt areas as it was on high risk area. Unable to walk properly and a month now since the accident, I still have dressing on as still on the process of healing. Destroyed all our Christmas and New year plans. On top of that, filed a complaint so they can offer appropriate First Aid as not all can bear the pain, especially the vulnerable -children and the elderly; but guess what, not even the decency to reply at all. Never heard from them.

Date of travel: December 2024

Written 17 January 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Cait

Washington DC, District of Columbia

7 contributions

Don't trust the call centre

Auckland - NapierDomestic

Be very wary of the call centre. Our flight was canceled due to engineering issues but we absolutely had to get home for childcare reasons. The call centre advised us that we could fly to Wellington and book a rental car and they would refund. Subsequently Air NZ have advised us that this isn't their policy, even though their employee advised us it was possible. Apparently it is our responsibility to know their terms and conditions better than them. They have stopped replying to emails now. It has left us 600 dollars out of pocket. We are stuck with other options for who to fly with but wouldn't fly with them again if we had the choice.

Date of travel: October 2024

Written 16 January 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

William K

1 contribution

Unreasonable Flight Cancellation due to CREW REST. Air New Zealand Management Issues

Hong Kong - AucklandInternational

I am writing to express my extreme dissatisfaction with the Air New Zealand experience. I were marred by a significant delay of 13 hours and 15 minute. The delay, attributed to 'CREW REST' requirements, should have been planned in advance as part of the duty roster rather than becoming an ad hoc issue on the day of departure. The night before my scheduled departure, I received an email confirming my check-in, but just hours before the departure time, I was informed of the delay. They refused my claims and just told me to claim via my own insurance. However, crew rest is management issue and insurance company refused the claim. During my flight from Auckland to Christchurch, I heard 5 flights were cancelled. Terrible! Air New Zealand is too easy to give up their customers. High chance of cancellation. Please don't select this airline.

Date of travel: December 2024

Written 16 January 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Nancy M

2 contributions

BEWARE THE RIPOFF FOR SEAT CHARGES FOR THIS AIRLINE!!

Auckland - ChristchurchDomestic

Can you believe that this airline charges Americans DOUBLE for seats than what they charge other nations? Actually there is a potential that this airline charges Europeans even more! I purchased my ticket using American Express points, which are delineated as $USD. The exchange rate with the $NZ is roughly $.59 for every $1US, so the USD is worth just about double the $NZ in exchange. The Euro is exactly double as of this writing. AND YET Air New Zealand quotes their seats in the SAME AMOUNT whether one pays in USD or NZD - meaning, for instance, a $15 seat is $15 whether one pays in USD or NZD so Americans pay roughly DOUBLE if their ticket is delineated in $USD. I even spent an hour on the phone in complete disbelief! I asked if the ticket was purchased in EURO, would the same seat be 15Euro and they wouldn't tell me. SO BEWARE!! If you choose to fly this airline (jetstar also flies domestically in NZ) you must pay for your ticket in $NZ or your will be discriminated against and ripped off. The call center was absolutely nonapologetic - they actually think it's fair to charge Americans double for the same seat. If I could, I would give negative stars!

Date of travel: January 2025

Customer service

Value for money

Written 15 January 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

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