Having previously flown several times with Air New Zealand, was really disappointed by their customer service and way we were treated this time round.. Was unable to check in online and rang their help line to find out why, only to be left on hold for more than an hour at which point I gave up. Made sure we got to the airport at least 4 hours before our flight, to find out we still couldn’t check in at the terminals. Had to find an airport staff member to find out what to do, and was told to wait at the terminal and they would ask someone from Air New Zealand to help us. Waited half an hour and despite chasing, no-one arrived. So found their information desk and was told to go to the special check in desk!
We fly regularly and have not had to reserve a vegetarian meal before. On the flight, they said that we should have asked for one previously. So before flying back, we again tried to ring to order one but again couldn’t get through to talk to anyone. At the check in desk to return home, we had so many conflicting bits of information about trying to get a vegetarian meal from as many different Air New Zeland staff. They finally informed us that the staff on the flight had been asked to put one aside, but this was clearly not the case when they started serving meals!
Back home, I emailed the complaint using the email address on their site. However, I kept being fobbed off and made to feel that it was my fault we had problems. They seemed to actively not want to help nor appreciate the stress we went through and the fact that their staff were obviously not trained what to do. I certainly would not recommend Air New Zealand to anyone.
Jenneane Percival
1.0
My elderly mother travelled this from Wellington to Sydney on the 03/05/18. My daughter had booked her flight and requested that she needed a wheelchair as she cannot walk long distant. My daughter also called to confirm that this would happen, as the last flight she took with air new Zealand wheelchair assistant was requested and didn’t happen. I arrived to pick her up this morning and again she was walking I thought what why has this happened again. I asked the young flight attendant why she was not in a wheelchair her reply was she can walk and I couldn’t bring her bag as while. I explained to her that this was not ok, I have had to take my mum to the doctor as her legs are extremely sore. I asked her why they never got her a wheelchair and she replied that the young girl told her that she would have to walk as she couldn’t push her and her bags at the same time. She also told me that she asked the young girl if she could purchase something from duty free and her reply was no we don’t have time. My mum said she wanted to buy my husband some alcohol and again her reply was you don’t even know what you want so no. As you can understand I am extremely angry with Air NZ in Sydney this is not good enough. I also asked if she was given help at Wellington Airport and she said yes this lovely young man was very patient with her. I would maybe understand a little bit if this was the first time however its not. Sydney Air NZ should be ashamed of themselves not looking after our elderly my mum is in her Eighty’s. I would also like to add that this complaint will be going further, it will be added to facebook.
Margrette Francisco
2.0
I recently flew Premium Economy from Los Angeles to London. When I checked in at LAX, I informed the desk clerk that I wanted to pay for an upgrade on my return flight from Preferred Economy (extra legroom) to Premium Economy. She said that she could not sell me an upgrade and that I would have to call the airline once I arrived in London.
I attempted twice to call customer service. The first time I called at midnight and was on hold for one hour due to an unusually high volume of calls due to weather-induced flight cancellations. I had to hang up so that I could go to bed. The second time, I was on hold for 1 1/2 hours. When my call was finally picked up by a customer service agent, I was surprised and very disappointed to hear that when I upgraded to Premium Economy, the $50 extra paid for Preferred Economy was forfeited. I thought that this was not only unfair, but a rip off.
Furthermore, I was not impressed with the Premium Economy service from LAX to Heathrow. It was very slow and disjointed. I am a friendly person but the fight attendants did not make me feel welcome. The only reason that I upgraded for my return flight was because I needed extra leg room due to a circulation issue.
This was my first time flying with Air New Zealand, which came highly recommended by a colleague who had flown a few years ago when there were space seats in Premium Economy. I was very much looking forward to my flight. Sadly, I feel cheated based on my experience and pricing. I generally fly from the U.S. to the U.K. every two months. I am not inclined to fly with this airline again.
Christine Johnston
2.0
I have flown with Air New Zealand on many occasions from Toronto to Auckland visiting family etc. I made this trip this year leaving on July 6 and returning August 14. While the trip down to Auckland was fine the return trip was a nightmare. We, my friend and I were booked out on August 14, leaving at 7:00 a.m. We were told that our original plane had been hit by lightening and that we would be taking a smaller plane. We had to sit around and wait and then finally had to bus out to the aircraft. Then we had to wait until clearance which was another extended time. I asked the flight crew if this delay would be communicated to our United flight in Sydney and they said yes. We were very late getting into Sydney and we had to go and find our gate to catch the United flight. There was no indication from the crew on deplaning as to what we should do, no ground agents to advise us. We finally go to the gate to discover that our United flight had left and were told by a couple of cleaning people to go to the transit desk which we had to find. On getting there I talked with the agent behind the desk who did not know anything and finally another Air New Zealand rep came up and advised we would be getting a food voucher of 15.00 to spend for lunch. Then they would re rebooking us on a Qantas flight via Dallas. First of all, perhaps Air New Zealand agents should try buying lunch at Sydney airport for 15.00 . It doesnt go far at all. Then we had to wait around until we were told which gate to go to. We sat at that gate for 20 minutes until I decided to go talk to an agent and she told us we had to go down to another transit are to get our boarding passes. This is so much BS I cannot tell you. Finally we got on the plane. We had to take the seats available and were jammed in like sardines. On getting to Dallas we had a 5 hour layover before we caught the plane home to Toronto. Then we discovered that our bags had ended up at San Francisco, our original routing. We did get them a day later but had to wait until all the bags were unloaded before we realized they were missing. We got home at 1:30 a.m. Tuesday instead of 5 p.m. Monday. A total debacle and badly organized by Air New Zealand. Your airline goes on and on about how many awards they win but in this case they failed miserably. You agents totally dropped the ball.
Arthur Taylor
5.0
On Friday 25th November my wife, daughter and I travelled from Palmerston Nth to Auckland on flight #NZ5072. After what happened last year when the ground staff allowed Mrs Taylor who is an invalid and while she was strapped it the loading chair to fall chair, and all, on to the tarmac.
So this time we were very careful but as the ground staff member was wheeling her into the cabin he hit the wall with her arm causing a large gash in her arm which bleed a lot.
At Auckland airport the first thing the staff took off the plane was her wheel chair which they left on the tarmac in the pouring rain Because we were last off, the chair got sopping wet. She had to sit in this till we got to our motel where able to dry it out.
Sincerely
Arthur Taylor
Having previously flown several times with Air New Zealand, was really disappointed by their customer service and way we were treated this time round.. Was unable to check in online and rang their help line to find out why, only to be left on hold for more than an hour at which point I gave up. Made sure we got to the airport at least 4 hours before our flight, to find out we still couldn’t check in at the terminals. Had to find an airport staff member to find out what to do, and was told to wait at the terminal and they would ask someone from Air New Zealand to help us. Waited half an hour and despite chasing, no-one arrived. So found their information desk and was told to go to the special check in desk!
We fly regularly and have not had to reserve a vegetarian meal before. On the flight, they said that we should have asked for one previously. So before flying back, we again tried to ring to order one but again couldn’t get through to talk to anyone. At the check in desk to return home, we had so many conflicting bits of information about trying to get a vegetarian meal from as many different Air New Zeland staff. They finally informed us that the staff on the flight had been asked to put one aside, but this was clearly not the case when they started serving meals!
Back home, I emailed the complaint using the email address on their site. However, I kept being fobbed off and made to feel that it was my fault we had problems. They seemed to actively not want to help nor appreciate the stress we went through and the fact that their staff were obviously not trained what to do. I certainly would not recommend Air New Zealand to anyone.
My elderly mother travelled this from Wellington to Sydney on the 03/05/18. My daughter had booked her flight and requested that she needed a wheelchair as she cannot walk long distant. My daughter also called to confirm that this would happen, as the last flight she took with air new Zealand wheelchair assistant was requested and didn’t happen. I arrived to pick her up this morning and again she was walking I thought what why has this happened again. I asked the young flight attendant why she was not in a wheelchair her reply was she can walk and I couldn’t bring her bag as while. I explained to her that this was not ok, I have had to take my mum to the doctor as her legs are extremely sore. I asked her why they never got her a wheelchair and she replied that the young girl told her that she would have to walk as she couldn’t push her and her bags at the same time. She also told me that she asked the young girl if she could purchase something from duty free and her reply was no we don’t have time. My mum said she wanted to buy my husband some alcohol and again her reply was you don’t even know what you want so no. As you can understand I am extremely angry with Air NZ in Sydney this is not good enough. I also asked if she was given help at Wellington Airport and she said yes this lovely young man was very patient with her. I would maybe understand a little bit if this was the first time however its not. Sydney Air NZ should be ashamed of themselves not looking after our elderly my mum is in her Eighty’s. I would also like to add that this complaint will be going further, it will be added to facebook.
I recently flew Premium Economy from Los Angeles to London. When I checked in at LAX, I informed the desk clerk that I wanted to pay for an upgrade on my return flight from Preferred Economy (extra legroom) to Premium Economy. She said that she could not sell me an upgrade and that I would have to call the airline once I arrived in London.
I attempted twice to call customer service. The first time I called at midnight and was on hold for one hour due to an unusually high volume of calls due to weather-induced flight cancellations. I had to hang up so that I could go to bed. The second time, I was on hold for 1 1/2 hours. When my call was finally picked up by a customer service agent, I was surprised and very disappointed to hear that when I upgraded to Premium Economy, the $50 extra paid for Preferred Economy was forfeited. I thought that this was not only unfair, but a rip off.
Furthermore, I was not impressed with the Premium Economy service from LAX to Heathrow. It was very slow and disjointed. I am a friendly person but the fight attendants did not make me feel welcome. The only reason that I upgraded for my return flight was because I needed extra leg room due to a circulation issue.
This was my first time flying with Air New Zealand, which came highly recommended by a colleague who had flown a few years ago when there were space seats in Premium Economy. I was very much looking forward to my flight. Sadly, I feel cheated based on my experience and pricing. I generally fly from the U.S. to the U.K. every two months. I am not inclined to fly with this airline again.
I have flown with Air New Zealand on many occasions from Toronto to Auckland visiting family etc. I made this trip this year leaving on July 6 and returning August 14. While the trip down to Auckland was fine the return trip was a nightmare. We, my friend and I were booked out on August 14, leaving at 7:00 a.m. We were told that our original plane had been hit by lightening and that we would be taking a smaller plane. We had to sit around and wait and then finally had to bus out to the aircraft. Then we had to wait until clearance which was another extended time. I asked the flight crew if this delay would be communicated to our United flight in Sydney and they said yes. We were very late getting into Sydney and we had to go and find our gate to catch the United flight. There was no indication from the crew on deplaning as to what we should do, no ground agents to advise us. We finally go to the gate to discover that our United flight had left and were told by a couple of cleaning people to go to the transit desk which we had to find. On getting there I talked with the agent behind the desk who did not know anything and finally another Air New Zealand rep came up and advised we would be getting a food voucher of 15.00 to spend for lunch. Then they would re rebooking us on a Qantas flight via Dallas. First of all, perhaps Air New Zealand agents should try buying lunch at Sydney airport for 15.00 . It doesnt go far at all. Then we had to wait around until we were told which gate to go to. We sat at that gate for 20 minutes until I decided to go talk to an agent and she told us we had to go down to another transit are to get our boarding passes. This is so much BS I cannot tell you. Finally we got on the plane. We had to take the seats available and were jammed in like sardines. On getting to Dallas we had a 5 hour layover before we caught the plane home to Toronto. Then we discovered that our bags had ended up at San Francisco, our original routing. We did get them a day later but had to wait until all the bags were unloaded before we realized they were missing. We got home at 1:30 a.m. Tuesday instead of 5 p.m. Monday. A total debacle and badly organized by Air New Zealand. Your airline goes on and on about how many awards they win but in this case they failed miserably. You agents totally dropped the ball.
On Friday 25th November my wife, daughter and I travelled from Palmerston Nth to Auckland on flight #NZ5072. After what happened last year when the ground staff allowed Mrs Taylor who is an invalid and while she was strapped it the loading chair to fall chair, and all, on to the tarmac.
So this time we were very careful but as the ground staff member was wheeling her into the cabin he hit the wall with her arm causing a large gash in her arm which bleed a lot.
At Auckland airport the first thing the staff took off the plane was her wheel chair which they left on the tarmac in the pouring rain Because we were last off, the chair got sopping wet. She had to sit in this till we got to our motel where able to dry it out.
Sincerely
Arthur Taylor