Air New Zealand

Traveler reviews for Air New Zealand highlight a mixed sentiment, often praising the in-flight experience and crew, but expressing frustration with operational consistency and ground services.

What Travelers Love:

• Exceptional Cabin Crew: Many travelers consistently praise the friendly, engaging, and professional nature of the cabin crew, noting their dedication to service and creating a positive experience.
• Premium Cabin Comfort & Amenities: Passengers in Business Premier and Premium Economy frequently commend the spacious seating, comfort (including lie-flat beds), quality of in-flight entertainment, and complimentary amenities like headphones and amenity kits.
• Quality Food & Beverages: The in-flight meals, particularly in premium classes, are often described as tasty and well-presented, featuring fresh, high-quality ingredients and a selection of New Zealand wines.

Common Complaints:

• Frequent Flight Delays and Cancellations: A significant number of recent reviews highlight issues with flight delays and cancellations, often attributed to aircraft maintenance problems. This leads to considerable inconvenience and missed connections for passengers.
• Poor Post-Flight Customer Service: Travelers report difficulties with customer service, especially concerning rebooking, communication during disruptions, and obtaining reimbursements for expenses incurred due to airline-induced changes.
• Aging Aircraft and Perceived "Budget" Experience: Some travelers note worn seats and dirty carpets, particularly on older aircraft, and express dissatisfaction with the perceived "budget" nature of the economy experience, including extra charges for seat selection and sometimes movies or meals on certain routes.

Overall, the sentiment suggests that while Air New Zealand delivers a strong product and excellent service when operations run smoothly, particularly in its premium cabins, the increasing frequency of operational disruptions and the subsequent customer service challenges are significantly impacting overall traveler satisfaction. This has led some to feel the airline's overall experience has declined.