About Air New Zealand

Air New Zealand, the national airline of New Zealand, has grown significantly since its inception, evolving with the advancements in global travel and the shifting dynamics of the aviation industry. Established as a government-owned enterprise, it was designed to foster connectivity and bolster tourism and trade for the island nation. Through decades, Air New Zealand has not only played a pivotal role in linking New Zealand to the rest of the world but has also been instrumental in promoting a distinctive Kiwi identity on the global stage. The airline's history reflects a journey of innovation and resilience, adapting to economic shifts, technological changes, and the evolving demands of international travelers. The fleet of Air New Zealand is a testament to its commitment to efficiency, customer satisfaction, and environmental stewardship. With a focus on modernization, the airline regularly updates its aircraft to ensure that passengers experience optimal comfort and safety while also minimizing the environmental impact of its operations. The airline's focus on sustainability is evident in its steps towards reducing carbon footprints and promoting eco-friendly travel solutions. This modern fleet supports a wide network of routes, emphasizing not only domestic connectivity within New Zealand but also international reach, thereby playing a crucial role in New Zealand’s connection with global markets and cultures. Air New Zealand is renowned for its high level of service, which reflects New Zealand's hospitable culture. The airline offers a range of services designed to accommodate the needs of diverse travelers, including premium offerings that cater to business travelers and cost-effective options for tourists. The in-flight services are characterized by innovative offerings and a commitment to quality, ensuring that passengers have a memorable experience aboard. Their dedication to customer service extends beyond the flight itself, with robust support systems and services that assist passengers before, during, and after their travel. This holistic approach to customer service encapsulates the airline's commitment to excellence, securing its place as a leader in the airline industry.

Overall Value for Money

3.8

From 233 reviews

Seat and Cabin Space

3.8

From 230 reviews

Customer Service

4.1

From 232 reviews

In Flight Entertainment

4.1

From 205 reviews

Baggage Handling

3.4

From 16 reviews

Check-in Process

3.6

From 17 reviews

Meals and Beverages

3.9

From 221 reviews

Recommend Airline

70.2%

From 235 reviews

Latest Passenger Reviews for Air New Zealand

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Mark Teale
Mark TealeMar 2, 2025
Air New Zealand

We travelled from LAX to Auckland, Auckland to Brisbane, Brisbane to Auckland and Auckland to Los Angeles. Of the four flights one was cancelled and the return to Los Angeles ANZ cancelled our Skycouch and we spent 4 hours on the phone with customer service to rebook the flight. The Skycouch was cancelled because they had to substitute for another plane without a skycouch option. There were no seats together for the original 13 hour flight so my wife and I asked customer service to rebook us on the following day. This took 4 hours on the phone. The website and app we unable to do any of this change. It seems the customer service staff had to put us on hold for 15 minutes to 20 minutes at a time. At one stage the customer service said they were contacting the airport to verify seat allocation. We got a new e-ticket emailed to us that did not show the Skycouch, or any seat allocation. When we called to ask about this which took an additional 45 minutes, the customer service representative told us they could not correct it because "our reservation had been changed too many times". Let me assure you that all of the changes were done because Air New Zealand cancelled our earlier flight and we spent many hours on the phone rebooking that flight. This all happened 28 hours before departure and I was never personally informed of the problem. My sister with a separate booking was informed 34 hours before and it was only because of her contacting Air New Zealand that we even found out there was a problem with our booking. I was born in New Zealand and feel it is helping the country by flying Air New Zealand but that loyalty is now broken. The actual flights, cabin crew and even the customer service staff themselves were good to very good but they don't seem to be able to forecast the service to their planes more than 48 hours ahead of time and this causes a cascade effect to their customers. If their customer service staff had the tools to make corrections it would be less painful but when it took 4 hours to rebook a flight and make a seat allocation that shows there is something very wrong about their system. I personally know if many other people who have experienced very similar failures by Air New Zealand including my sister and a cousin. I hope that Air New Zealand can fix the problem and recover from this failure. Regards, Mark Teale, Architect

6 / 10

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