Air New Zealand

Travelled to Wellington on the 6th of April 2023. Ground staff, really helpful. Alas, my personal screen stopped working after about 10 minutes of flying time. Despite it being rebooted, it never came back on. The staff should have checked back with me to see if it was working. If this had been done, you would have got 5 star from me. Returned from Wellington to Melbourne on 15th of April. From the check-in help provided to aircraft staff, it was a superb experience. Travelling in a group of 7, we were allowed 7 bags the auto check-in and wanted to charge us for the car seat as an extra. FULL and top marks to Mike. Help us by obtaining a replacement luggage tag for one that misprinted, obtained the car seat tag. Took us to priority check-in (not busy at the time), then took the car seat to oversize luggage for us. On board the aircraft, the chief steward notice from my row 4 seat I was getting a photo of the flight deck. She gestured to me, sorry, and moved aside. My grandson asked if they had a Fanta drink on board, sorry no. But I'm happy to make you a special orange and lemonade mix if you like. The second time she asked him "your usual sir" That goes a very long way. Thank you.
Apr 16th, 2023

They do not respond to complaints and actually reclassified my complaint as question. Update : They did eventually reach out and fixed the problem. Still would hope that it would be easier to file a grievance
Mar 14th, 2023

Great Airline - fast and efficient service with friendly and helpful staff.
Mar 13th, 2023

Mar 4th, 2023

down graded me and changed flight by email - then give me a number to call (as the online manage booking does not work but air nz said it would) then spent 2.5 hours trying to get through - then the number they gave me in the email was for domestic changes only and air new zealand could not help me with the change they made (and then they told me that I had changed my aircraft - "excuse me air new zealand but I don't own and aircraft - you have changed YOUR aircraft" What a total fiasco. I feel really sorry for the ladies taking the phone calls from their customers as they have no idea whats going on and I've never spoken to one management person on the line so they hide for cover. The day Greg Foran leaves the CEO position the better - since he has arrived this airline as gone from good to very bad....the Walmart of the Skys!
Feb 25th, 2023