Air New Zealand review by Paul

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.