Air New Zealand

Complaints

I was on the flight of NZ 101 at 7/7/24 from Auckland to Sydney .and when they served food .no one has ever ask me .i was the only one left alone there with out the food ?im look different or is this a Racial discrimination,I Been traveling since I was 11 yo .it has never been happened to me .first time ever with this bullshit air line company.

Hi, Just submitting this for delayed flight from Vancouver to Brisbane on 3rd March 2024 under B4NBNH. The flight was scheduled to depart at 17:30. It ended up leaving 3hr 32mins late according to the email you had sent me. This resulted in instead of me being in Brisbane at 07:10, I've arrived about 10 hours later past 17:00. Instead of having the whole day to myself I've spent it wandering Auckland airport without any change of clothes or toiletries etc as why would I pack them on my carry on when the original stop over was 45 minutes. I'd specifically picked that flight to be able to a day before going back to work and avoiding peak hour traffic, instead I've lost my day and had to pay $70+ for a taxi as my sister couldn't pick me up from the airport in the afternoon only the morning. I've taken the information from regarding compensation from https://rppa-appr.ca/eng/right/flight-delays-and-cancellations which is the Air Passenger Protection act which you refer to on your website on - https://www.airnewzealand.com.au/customer-service-and-tarmac-delay-plan Large airlines* must pay you: $400 if you arrive late at your destination by 3 hours or more, but less than 6 hours $700 if you arrive late at your destination by 6 hours or more, but less than 9 hours $1,000 if you arrive late at your destination by 9 hours or more Whether you taken into the destination is the stop over destination or the final destination I'm uncertain. I guess you could argue both points however either way the flight was delayed 3hr+ from reaching the stop over and 9hr+ from my destination. You can contact me via email on jhurrey@outlook.com if needed. Aside from that the flight over there and back went well, the staff did what they could and were just as much in the dark as the passengers so wasn't a great situation for all. A few of us are coming over to Queenstown and Christchurch in July for a ski trip and I had a pleasant enough experience on the other flights to look to book it with Air NZ again. Thanks for you time, John

Hi there, it’s Thi hien nguyen here. My airpoint number is 10598486. On the 05/03/24 I did make a booking for 4 people a mother and 1 child under 1 year old and 1 under 6 years old + 1 girl 12 years old. flight from Gisborne to Hanoi on the 22/04/24 at 6:15 am. I did it online booking all went well until a day before my flight then I just remembered that I haven’t connected mu airpoint so rang air nz to ask them to do it for me. And the staff was checking all my details and she found that my middle name and my first name was mixed up. So she told me I had to change the name otherwise I cannot flight the next day.unfortunately there was four of us but my two child there never was correct so I only need to change it for me and one other passenger. And the cost was $1093.06 That’s fine. I had to pay for my mistake but the lady at the call centre did it for me she did it wrong again. Even after I send her my passport for her to do it. So I have to ring back to see air nz to ask them to redo it for me without off my cost. And they said they did change my name on the ticket and link the original booking n my new booking together but they never did it. On the 22/4/24 when we went to the airport then they had to spend quite awhile on the computer to get the 4 tickets to us to flight to Auckland. Then when I went to international airport to get my boarding pass then same thing happened. But the thing is they didn’t explain to me what was happened but anyway I got the ticket n for of us didn’t have the seats that we could seat together. Just simply an infant and over five years old they need to seat by their mother. But anyway we did flight to Singapore all 4 of us and at the Singapore while we do check in we only can flight 3 of us with out of the infant. Just because Singapore airline could find the ticket for my infant baby. I was there all by my self with 3 kids. Then I had to run from the department to the other just to ask for help but they could not find my baby ticket. It took me 5 hours running n my child a went missing at the airport because his mom taking too long to find the tickets for his little brother. Until I have to ring back to air nz office to ask for it then they said that they did cancel the old ticket and he got a new ticket. Seriously, who can change the ticket with out of letting me know about it? How could you do it? Or if you do it why didn’t you let Singapore airlines know about it? I’m not happy at all. For all my time n stress I had been carrying on my trip not in writing this email to let you know that u have to do something to me otherwise I’ll get the lawyer involved. Kind regards. Hien

Hi Air New Zealand, Complaint reference: CAS-137921-B3D5Q7. On the 21st of January I submitted a bag damage report for my flight from Auckland to Melbourne. Swissport the baggage provider hasn't responded and I want to have an outcome as soon as possible. I have waited 10 weeks and still nothing hasn't happened. I was advised this matter would be closed in 6 weeks and it has not. I want Swissport the baggage provider to investigate this baggage damaged report urgently otherwise I will be escalating this further. The reference number for my damaged bag report is MELNZ10860. Kind regards, Rodney Fleiszig

Air NZ flight cancelled, been on hold for far too long, its a joke.... when finally spoken to numerous Air NZ people who tell me will resolve and send email. No email received. Extremely frustrating. Seeking refund which I am due.

I was booked a flight from Chicago to Auckland on 4/10 and returned on 4/26 but the flight cancelled from Chicago to Auckland and returned. I lost my domestic flight from Cincinnati Ohio to Chicago and returned

I have not been refunded the correct amount for a fully refundable flight. I have spent over 3 hours on the phone trying to rectify this unsuccessfully. I have copies of original booking, incorrect refund and credit card statement.

OUR FLIGHT # AZ5562 FROM CHRISTCHURCH TO ROTORUA ON 18TH FEBRATY WAS DIVERTED BACK TO CHRISTCHURCH FROM AIR RESULTING IN OUR UNEXPECTED STAY IN CHRISTCHURCH RESULTING IN STAY AT IBIS HOTEL.MISSING OUR TOUR TO HOBOTIN RESULTING IN LOSING USD $ 176 FOR ME AMBARAM V.CHAUHAN & MY WIFE KIRAN A.CHAUHAN.ALSO WE ENDED UP SPENDING FOR DINNER AND BREAKFAST NZ DOLLARS 90 EACH.WE ARE ASKING FOR REIMBURSEMENT FOR THESE EXPENSES.WE SHOULD ALSO SHOULD BE COMPENSATED FOR INCONVIENCE BY OFFERING . COMPLIMENTARY VOUCHER FOR FUTURE FLIGHTS. HOPE TO RESOLVE ISSUES AMICABLY. MY ADDRESS IS :AMBARAM V.CHAUHAN & KIRAN A.CHAUHAN, 1155 GROUSE RUN ROAD,BETHEL PARK,PA 15102 USA 11

Hello, I have finally found the time to email you regarding the appalling inflight service by the WAMOS air crew on the above flight. Our flight was changed from an Air New Zealand flight to WAMOS in October 2023, I believe. Air New Zealand state that where ever your destination, you can expect the same great, uniquely Kiwi experience onboard, blending hospitality with world-class service. My husband and I have never experienced such appalling inflight service. The air crew were inattentive, forgot several requests for drinks and didn’t service tea or coffee after the inflight meal. They seemed to be more interested in talking to each other, than serving passengers. I actually felt quite dehydrated through lack of water and had to help myself to the water because there was nobody around. We welcome Air New Zealand’s feedback regarding our complaint and look forward to hearing from you. Kind regards. Kathryn and Len Vasiljevs Flight NZ175 14:20hrs 10.2.24 from Auckland to Perth

On 31 December 2023, my mother's AirNZ flight from Wellington - Auckland was cancelled due to weather related events. She had an international connection to South America that evening and so, in a panic, we booked her a fully refundable flight from Palmerston North instead, which was the only option that would get her to Auckland in time for her connection. Her travel agent was also working on her behalf to resolve the situation and, while we were on the road between Wellington and Palmerston North, we learnt that her travel agent had also secured her a seat on a flight from Palmerston North to Auckland. I therefore cancelled the fully refundable ticket and received an email from AirNZ that my debit card would be refunded within 15 working days. It has now been 8 weeks and I have still not received a refund. I called customer service after 15 business days and was baffled to be told nonchalantly by AirNZ staff that refunds take between 4-6 weeks. He didn't acknowledge the contradiction to the formal email confirmation I received previously and he was not apologetic in the slightest. After waiting 5 weeks for a refund, I lodged a formal comaint to AirNZ on 3 Feb 2024. I received an automated response to say the airline receives a high number of complaints and they were working through them as quickly as they could. I followed up on 11 Feb 2024 as I still had no response. Someone called Kirk wrote to me to say he was following up with the refunds team. It has now been 8 weeks and I have still not receieved a refund.