Air New Zealand upsales their “The Works” package (pick your seat, check in luggage, meal and access to video) when meals and videos are already included in my booking flight! Very misleading marketing scam making you think that by not getting this upgrade we won’t be able to have media / movie access nor food on board. It is a devilish trick filled with lies instead of selling you just for the checking luggage. They are using the fear factor on passengers and their crew even said that some people on board get movies and others not depending on the flight but I found out that’s totally false (especially for International flights) so why is this airline upselling me for things that we all already have (food and movie access). Very misleading service to get more $ from us. Very unethical.

Everything about the flight exceeded my expectations, from the super-friendly service to the NZ craft beer and cider, to the compostable food packaging, restaurant quality food and the latest movies. I will always fly Air NZ if I have the option, as it is constently the best airline i have ever experienced.

Great flight across the Tasman even if the A320 is a little noisy in cabin compared to larger jets. Great F&B, great service, not the cheapest but value for money.

Poor service, food not great , inattentive staff

I had to change my ticket and needed to talk to the customer service. There was no estimate time to waiting nor return call service. I waited 38 minutes and 13 seconds, but they hang up on me. What kind of service is this? They deserve one star for having a phone line at this point. It's time to improve, ANZ

Excpetional customer service.

Absolutely incompetent airline. My wife and I were booked on flight NZ580 We did the online check-in the day before and waited at CHC airport, printed out baggage tags and boarding passes. Then when we put the suitcases on the drop of belt, my suitcase was accepted without any problem, after a short passport check by a staff member and disappeared. My wife's suitcases were rejected and the staff member was at a loss. So we had to wait 15 minutes for a supervisor to explain that our flight was cancelled . I then had to walk all over the airport to get my suitcase back. After 20 min, that was also done. Then we had to print out tags and boarding passes again and go to the drop off belt again. In addition, my wife would now not be seated next to me. At 8:05 a.m. I received a text message telling me that the flight had been cancelled. I have rarely experienced such an unprofessional airline. Of course, there was no apology, just an "engineering problem".

Aircrew are great, but totally let down by their abysmal customer service. The latest problem with them is getting a refund for a fully flexible flight. I paid a premium to be able to cancel as I wasn't sure if the trip would go ahead. There is no provision to cancel the fare online, so after waiting over 8 hours spread across 2 days trying to call them, I eventually had to make a trip to the airport to cancel it. It's the 21st century - and you have to drive 30km to talk to some one??? Payment of the ticket was done immediately, but the refund process seems to have no end date in sight. The flight was cancelled last year and I'm still waiting on the refund. When you finally get through to customer service after being on hold for hours, they can't tell you anything. They haven't replied to online contact forms or emails. Air NZ used to be my favorite airline, but after the recent experience they are just too difficult to deal with.

Great staff service; excellent food; quick and easy check-in; awesome in-flight entertainment. Easily the best airline.

Had a booking with Air New Zealand in August. They had changed my flight time to later in the day. After contacting their phone lines and waiting all day for a call back they explained they couldn't do much and I would have to pay an over-the-phone fee for them to change anything. Upon checking the link they had sent over SMS it was redirecting me to a page not found. After messaging them on all social media channels I finally got a reply 1 month after the flight had already been finished. Not the best service from AirNZ. Also noticed they don't do a safety demonstration on the aircraft besides pointing out the doors. There are many tourists that may not understand the videos and need a visual demonstration. Quite a disappointing experience from a government-owned airline with premium prices that don't come with a premium experience.