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Air New Zealand reviews and complaints
Recent traveler stories about Air New Zealand flights, connections, baggage, schedule changes, and customer service.
Could not reach anyone during a schedule change
Air New Zealand changed my departure from Miami by several hours. The email said I could choose alternatives online, but every option ended with an error. I waited 36 minutes on the phone and then the call dropped. By the time I reached an agent, the better connection was gone.
Wheelchair assistance was handled with care
My mother needed wheelchair assistance for Air New Zealand NZ793. At Terminal 4, the escort arrived before boarding, stayed with us through security, and made sure the destination team at Toronto Pearson knew where to meet her. It made a difficult travel day feel manageable.
Seat fee was charged twice
I selected a standard aisle seat for Air New Zealand NZ830 and saw two separate $124 charges on my card. The website showed only one seat purchase, so I had to send bank screenshots to prove the duplicate billing. The duplicate was corrected, but only after three messages.
App boarding pass disappeared at security
The mobile boarding pass for Air New Zealand NZ867 loaded fine at home, then disappeared at Los Angeles security on Apr 12, 2026. The kiosk printed a new one, but I had to leave the line and start over. The staff helped, but the app made a simple trip more stressful than it needed to be.
Helpful cabin crew on a long flight
Alex on Air New Zealand NZ904 deserves credit. I had a tight deadline after landing and asked about the arrival gate. The crew could not promise anything, but they checked the latest gate information, helped me keep my laptop bag accessible, and gave clear updates before landing.
Delayed bag arrived damaged
The bag reached Sydney Kingsford Smith 4 days after I did, and one wheel was cracked. The airport desk told me to file online, the website asked for airport paperwork, and the airport desk had not given me that form. That loop made the baggage issue feel worse than the damage.
Counter staff fixed a name issue quickly
A middle initial was missing from my ticket, and I expected a long argument at Chicago O'Hare. Instead, the Air New Zealand counter agent checked the passport, corrected the record, and explained what would show on the boarding pass. The whole issue took about ten minutes on Jan 19, 2026.
Overbooked flight created a messy evening
Air New Zealand asked for volunteers on NZ125, then started calling names at the podium without making the order clear. We were traveling from HND to LHR for a family event and spent nearly an hour unsure whether we still had seats. We did fly, but the communication was poor.
Short review: exactly what I needed
Air New Zealand NZ162 boarded on time, left on time, and my checked bag arrived. The crew was polite without overdoing it. After several complicated trips this year, a normal flight felt like a win.
Voucher rules were not clear
I accepted a $187 travel voucher after a disruption, but the restrictions were not explained at the airport. Later I learned it could not be used on the itinerary I needed. Air New Zealand should explain voucher limits before passengers accept them under pressure.
Food service ran out too early
On the 15:45 departure, meal choices were gone before the cart reached the middle of the cabin. I understand supplies are limited, but Air New Zealand NZ236 was not a short hop. The crew apologized, yet planning should be better on a longer sector.
Lounge desk was patient with a confused itinerary
My connection printed with the wrong terminal, and I walked to the Air New Zealand lounge desk for help. The agent at Terminal 2 looked up the itinerary, showed me the terminal change, and wrote the gate area on my boarding pass. Small gesture, big relief.
Pet reservation was confirmed but missing
I called before travel to confirm the pet-in-cabin reservation for Air New Zealand NZ310. At Madrid Barajas, the record was missing and the agent had to call a supervisor while the line grew behind me. We eventually boarded, but the confirmation should have been visible from the start.
A crew member handled a tense cabin well
There was an argument over overhead bin space before Air New Zealand NZ347 pushed back. Daniela kept the tone calm, found space several rows forward, and avoided embarrassing either passenger. That kind of cabin control matters.
Miles did not post after repeated requests
The miles from Air New Zealand NZ384 to Frankfurt never posted. I submitted the boarding pass, ticket number, and receipt twice. The reply kept saying the trip was not eligible, but no one explained why. Loyalty programs should not make customers chase basic credit.
Security document check was organized
For an international departure from Tokyo Haneda on Apr 12, 2026, Air New Zealand had a separate document check before bag drop. The line looked long but moved steadily, and agents were clear about passports, visas, and onward tickets. I appreciated the organization.