WELLINGTON -- Is it just me or is our national carrier now the new telecom? Telecom became the most hated company in New Zealand after dodgy marketing, abysmal customer service and no interest in listening to customers. Add to this an admission by their CEO that they market by confusion and the public was pretty fired up with some serious hate.
Telecom have since amended their wicked ways and now we have a new contended for most evil company in NZ. Bizarrely they seem to be getting away with blue murder as regulators are turning a blind eye. Dodgy marketing seems to have become the norm. From confusing budget fares to a dodgy upgrade system that leaves several seats empty in the business cabin they are marketing by a strategy of confusion. Then there's the regional airfare rorts (it is cheaper to fly to Australia than to another town in NZ).
Also travelers going to Hawaii who book a budget fare suddenly find out why their airfare was cheap - there's no food or movies - it's an 8 hour+ flight!!! Rounding things out are the dodgy shenanigans of their PR teams who seem to troll every complaint comment made online and are prepared to go to ridiculous lengths to get out of seeing the firm exposed for the fraud it is.
WELLINGTON NEW ZEALAND -- My wife and I traveled from Wellington, NZ to the USA. Once we landed in Hawaii, we discovered that some of our luggage never arrived. My wife has been traumatized by this incident. My wife spent about 20 hours of tracking down our luggage with severe stress. Finally without our knowledge, the suitcases have been sent from New Zealand to Sydney, AU. and furthermore it was sent from Sydney, AU to Honolulu by a different airline, Hawaiian Air. This caused a interference to our travels to California.
The most important fact is that my wife ended up in the emergency room at the local hospital. This was caused by Air New Zealand's mistake. This ordeal caused us to stay over 2 extra nights and spend the money that we had saved for the trip.
My wife spoke to ** and she was treated very insensitive. ** told my wife that Air New Zealand is innocent and that the way it is with no responsibility whatsoever. Because of the entire ordeal that Air New Zealand caused my wife, she had to go to the emergency room at the hospital for treatment.
WELLINGTON -- My husband is in a wheelchair, we confirmed with Air NZ after we booked that special assistance was noted as we were flying from Adelaide to Wellington via Auckland. The wheelchairs in Adelaide were unusable in that my husband could not wheel himself. The plane was delayed, we were seated in the middle of the aircraft and had to transfer hubby from one wheelchair to an aisle chair.
10 minutes into Auckland they wanted to move hubby to a front seat in front of a plane full of people, we were appalled at the lack of sensitivity and the embarrassment this would cause hubby so we refused. There was a rush to our connecting flight so we could not stop at duty free or attend to hubby's toilet needs, a staff member came to our aid to transfer luggage and wheelchair onto the bus to domestic.
Our seats were once again in the middle of the plane but a kind gentleman in first class gave hubby his seat. Overall the trip was atrocious and lacked both disability assistance and health and safety standards. 2 letters to the CEO and his 3 counterparts has given us an unsatisfactory response.
AIR NZ MAKES MONEY OUT OF MISERY. My son was due to fly to Palmerston North from Christchurch with Air NZ on Friday, 23 December, the day of the earthquakes. His flight was cancelled and he was advised by Air NZ that the next available seat was on Boxing Day. He asked if he could get to the nearest airport to Palmerston North on Christmas Eve and was advised that this could be arranged but he would have to pay an extra $124 on top of his earlier flight payment of $155.
I contacted Air NZ twice to get this extra charge reimbursed but was turned down both times. This is shameful as the flight to Wellington from Christchurch is generally cheaper than to Palmerston North due to the longer journey. I traveled four hours round-trip to pick up my son from Wellington Airport so he could enjoy Christmas Eve and Christmas Day with his family.
On 23 December a media release from Air NZ said, “Air New Zealand is also giving passengers affected by the earthquakes extra flexibility to amend their bookings”. The only flexibility shown to my son was for Air NZ not to charge an $80 penalty and service fee but to require him to pay the $124 difference in the cost of the flight. Air New Zealand, you have taken advantage of my son's misfortune and your organisation should be ashamed of itself.
I organised to fly my two large dogs from Dunedin to Auckland July 2010 using their 0800 number. I was overcharged and when my mum went to the airport, they did not have the crates I had ordered for them. One of my dogs was put into a medium-sized crate when he is meant to be in an extra large crate. Worst of all, now I am trying to resolve this problem and no one is calling me back and they are telling me I had not ordered the crates. Strange as the dogs were especially measured so I would know what size crates to order. They are basically calling me a liar. I would recommend always getting the person's name you speak to.
Traveling with a child, we were very grateful to the Kiwi side of this organisation of help and assistance, smiles and kindness every step of the way. Until, that is, we boarded our last leg of the journey on Air New Zealand from LA to London where we were faced with awful grey and unconfident and unfriendly staff.
I sat with my child on my lap when it was obvious to us that there were spare seats that could have helped us and the other passengers by utilizing them. It was a sad end to a great trip. Glad I didn't bother wasting my time complaining officially as from the other reviews that I have, it would seem that it would have been a waste of time. Poor show London, big up the Kiwis!
Recently I flew home to New Zealand from London for a visit. My return flight to London was a shocker. I had a seat which reclined all by itself at random times and random angles. The attendant told me it would be fixed at the 1/2 way point (Hong Kong). It wasn't.
The overall flying time was 24 hours. I was able to be moved on the final part of the flight but to a useless seat! But worse than any of this is the service from Air New Zealand afterwards - that is, none. I have made two official complaints through their website and have heard nothing. I'm a Kiwi and have tried to support Air NZ in the past, but increasingly I am hearing more and more reports about their poor service and bad flight experiences. Looks like loyalty comes at a price I'm no longer prepared to pay.
Only option as Air NZ has dropped business class. What a shocker. We were told to move from our seats even though we had paid the premium for sitting there. One drink and a horrible so-called meal. No priority boarding or baggage as advertised. The plane has gone from 159 seats to 171 so cattle class is an obvious term. NEVER AGAIN.