Air New Zealand

After having my 3rd flight cancelled during the covid 19 I am seriously never going to book another flight with Air New Zealand. I was released from my 14 quarantine. At Auckland after traveling back from Australia only to find my flight from Auckland Had been once again cancelled. This left me stranded in a city with nowhere to go. I had to spend the freezing cold night on the street as the manager at the domestic terminal said they won't provide me with accommodation. This left me worried for my safety and my health. I can not believe an airline would treat a customer in such a disgusting manner and it has left a very bitter taste in my mouth. Thankfully my children weren't with me on this occasion. Finally I was able to get on a flight back to Dunedin the next day. But to rub salt into my wounds my flight which was originally a direct flight was now a 6 hour flight due to having to stop over in Christchurch for 3 hours. I would be very aware if you are booked to fly with Air New Zealand as I find it totally disgusting in the treatment I have received.

Due to visit son, daughter in law and 1 year old grandson. New Zealand government stop international flights entering due to COVID-19 so COULD NOT use the internal flights Air New Zealand offer credit - valid for 12 months from point of booking, not from the date that you cannot enter the country - to add insult to injury they say there will be a booking PENALTY when the credit is used and this is what they call customer service, at this rate they will have NO customers to service. I most definitely will not be travelling with them again Not only have they lost a customer but have lost the penalty and a legal team are pursuing a full refund NOT THE WAY TO RUN A BUSINESS

Cancelled my flight, ignore emails, finally got through to call center and they straight up said nope, we cancelled your flight and will not be giving you a refund. End of.

After a long email exchange, they finally agreed to refund the tickets but its now 16 weeks,twice of what they had promised and there's still no refund

So I booked a fully refundable airfare in these uncertain times...you guessed it Air New Zealand cancelled my flight without warning and issued a credit...it has taken me three hours on the phone and talking to three call centre people to finally get a refund note for my fully refundable fare. I then got a call from a fourth person to say that my refund would not take the 10-15 days as advised in the emial I received but TEN WEEKS! This is absolutely terrible service and shows a lack by the ANZ CEO and management to address the fact that they are under resourced. I was made to feel that I should be grateful that I was getting a refund at all...NO I paid extra and bought a fare that I could change or cancel for any reason AND get a refund for the full amount I had paid. When I pointed this out I was told, well you didn't book very long ago so your refund will take longer? How does that even work? Please be aware that this airline is just not interested in improving their systems so that customers can be helped in a timely manner. Unfortunately we are a captive audience here in New Zealand and I don't see things changing anytime soon....

As an Australian we always try to fly from FNQ or QLD with Air NZ! It is the best airline in the world and we have extensively travelled! Thankyou for the refund and as soon as we are permitted to travel we will be back! Very grateful for all your help under these difficult times! Susie and Leo Conti

My partner and I had flights booked to attend a wedding in May in Rarotonga . We live in the UK and were flying to Auckland then onto Raro. We were told we can't get a refund because it's classed as 'exceptional circumstances' so they don't have to refund. We didn't try to cancel, they cancelled on us. We can't use credits because the wedding is no longer going ahead in Rarotonga and we don't live in NZ. Air NZ don't care. After 2 lengthy phone calls and providing evidence that my partner has been made redundant, they have agreed to a refund - or so I thought. Turns out they've only refunded his flight and not mine even though all on the same booking. So their attitude is, ditch your partner and fly on your own because otherwise we're keeping your money. We had our international segments refunded without even having to speak to a call centre by the travel company. Air NZ really takes the biscuit for treating their customer's with total contempt. I'm a kiwi and I've never felt so ashamed of this company. I'll never use them again if I'm back and there's an alternative. Sad thing is it will have been a management decision, resulting in all their poor call centre staff having to put up with upset and stressed out customers. Brilliant way to destroy your brand. Still they've saved a few bob, and it's only money that matters right ?!

Our flights from Whangarei to Auckland then onto Christchurch then return a week later was without fault. Friendly staff and down to earth service is what Air NZ is about and they delivered.

Flight canceled due to COVID. Only option offered was a credit voucher which we will not be able to use. We are not NZ or Australian residents. Every other airline we were dealing with refunded our money. I have now been dealing with Air NZ for 4 months to get a letter for my travel insurance company. Still unable to get a letter written properly. Today, the customer service agent told me he couldn’t help me and when I asked to speak to a supervisor, he hung up on me. Shame on you Air New Zealand for having the WORST customer service EVER.

We were meant to be coming to NZ to see family 31st July to 14th August. Flying internationally with Singapore Airlines, they did the honourable thing and refunded us our tickets. As well as 14 day quarantine affecting our travel, they could not guarantee that we could make it back safely into Singapore. For our internal flights with AirNZ it was a different story. Flatly said no - flights are operational internally and it's not their fault that we can't make it to NZ. Just disgraceful with everything going on in the world at the moment. To be honest the previous three flights I had with them were awful and I had a terrible experience at their Auckland International lounge where they refused to admit me as a Singapore Solitaire member on a code share flight returning from my Mother's funeral. Singapore Airlines apologised and chased this up with Air NZ but the damage was done. They have no humanity. As a NZer I always felt proud of AirNZ. As our national carrier it's also tied into my identity, wherever I go around the world. But after reading online comments very similar to my own experience, I now feel ashamed. Almost ashamed to admit that I'm a NZer in public. Pity that AirNZ doesn't feel any shame.

Almost by chance we find on the airline's website that our flight has been canceled. Given the period it is not surprising, what instead upsets is that the ANZ did not consider it advisable to notify us: no mail, no message, nothing. Who knows how long the flight was no longer active without us knowing it. And this is only the beginning! On the site, the only "refund" option is to accept a 12-month voucher. We write rather resentful to the company asking for a full refund, a nice young lady answers us who first asks us for authorization to deal on behalf of all passengers (there are only two passengers and we signed the email on behalf of both) and then she writes us that our type of ticket does not entitle you to a refund but only to a voucher, which we will soon receive. I would add that the toll-free number for Italian customers on the company's website is non-existent. Quasi per caso scopriamo sul sito della compagnia che il nostro volo è stato cancellato. Visto il periodo non stupisce, quello che invece sconvolge è che la ANZ non abbiamo ritenuto opportuno avvisarci: nessuna mail, nessun messaggio, niente. Chissà da quanto tempo il volo non era più attivo senza che noi lo sapessimo. E questo è solo l'inizio! Sul sito l'unica possibilità di "rimborso" è accettare un buono valido 12 mesi. Scriviamo piuttosto risentiti alla compagnia chiedendo il rimborso totale, ci risponde una simpatica signorina che prima ci chiede l'autorizzazione a trattare a nome di tutti i passeggeri (i passeggeri sono solo due e abbiamo firmato la mail a nome di entrambi) e successivamente ci scrive che il nostro tipo di biglietto non da diritto ad un rimborso ma solo ad un buono, che riceveremo presto. Aggiungo che il numero verde dedicato ai clienti italiani, presente sul sito della compagnia, è inesistente.

Had to get assistance with a wheelchair patient, and they could not do enough to help me, and made what seemed to be a mission stress free for us. The service by the ground staff at both airports was way beyond what I expected.

Absolutely terrible , $2000 in fare credit and they want me to use my credit card to book new flights . Qantas done the right thing and refunded their passengers . I know I'm not the only one but if air new Zealand don't do the right thing I and hopefully many other people will boycott air new Zealand until they do .impossible to contact and will use any excuse under the sun to avoid you .

Tickets were purchased pre-covid to NZ for a cruise. Covid hits, borders and countries closed, flights cancelled. We all know this story. However, Air New Zealand are refusing to refund my parents money who are on a pension and have some disabilities. They have delayed, deflected, repeated and finally a 1 year credit, with "NO" agreement or consultation. How dare they refuse to refund flights they can not provide. How is it possible the Airlines can just say, no, we are keeping your money.

I flew long-distance from Heathrow to LAX on a 777-300ER and sat in row 57. I was just blown away. The service was amazing, the flight attendants were very friendly and very helpful, food, snacks, and drinks were very good and so much in-flight entertainment! The blanket was nice and overall, an amazing experience! I fly a lot and would say this was my 2nd-best flight!

The way Air New Zealand handles th Covid-19 situation is very irresponsible. No response from them except once, regarding how much credit I have. It's been 3 weeks since my flight has been cancelled by them without warning. No notifications sent out by them when flight was cancelled. I called in twice to re-book my flight (as credit refund couldn't allow me to book online), both calls were only recording my details. 2 weeks passed, no call back or whatsoever. Customer service response rate is 0. I always fly country airline when I'm visiting the country. Right now, Air New Zealand reputation tarnished.

Wouldnt refund flights so we had to use our credit plus charging us 3x extra.Complete zero customer regard, no kind people in this tax payer funded airline!!! Have cancelled ANZ frequent flyer and Koru card. Disgraceful.

After miss communication and improper customer service checking in with bikes in Vancouver, everything went wrong. On both flights our bikes got damaged. In Rotorua the handling was friendly and good at least but coming back to Vancouver the handling was very bad and absolutely disappointing. They don’t want to pay for the damage they caused and try blaming it on me in terms of there was something else in the bike bag when it wasn’t (max 23kg where 8.5kg is the bag and 15kg is my bike). Plus they received an official report from the dealership that the caused damage is not from a crash but from a heavy dull force and still they do not pay. And that from a country who does want bike tourism coming over. This matter caused me to have to buy a complete new bike frame out of my own pocket. Better off taking another airline when flying with bikes! I’ve never had any problems with any European airlines.

Booked flights home to UK when Emirates flights cancelled without warning. Air NZ flights later also cancelled due to closing of transit hub. Excellent communication and refund processed same day. 2 months later, nothing from Emirates. This airline consistently has best level of customer service and reliability even in extreme circumstances when other bigger airlines are falling apart.

Auckland to Papeete booked for late June. Not refunding flights. Will not be booking again with them. They should be refunding since the government gave them a loan.