Air New Zealand - Page 2

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1.2 out of 5, based on 4 ratings and
14 reviews & complaints.

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Air New Zealand Overcharged on Pet Transport
Posted by on
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 bascially calling me a liar. I would recommend always getting the persons name you speak to.
     
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Alain on 07/27/2010:
You can give them feedback, if you haven't done so yet, via 'airnewzeland.co.nz'. You're right that it's always a good idea to document calls when contacting a company about a problem.
Ritah on 05/01/2012:
I believe that AirNZ don't provide crates for pets at all. I fly with them very frequently since 2007 with my dog and the travel crate is ordered via Aero Pets who meet me at the terminal each time I fly. It is known that AirNZ are just a carrier not a seller of baggage, crates and gift wrapping company :)
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Rough return to London
Posted by on
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 Kiwi's!
     
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Anonymous on 01/22/2010:
Did you pay for a seat for your child? A child under two can travel for free if they sit on your lap. If you didn't buy a seat for your child, then why would you think that you could sit the child in a seat you didn't pay for?
Anonymous on 01/22/2010:
I am with ya. If you didn't pay for that seat then you do not get to use it. What would you have complained about?
jktshff1 on 01/22/2010:
Question, was a seat available next to you, or would they have to inconvenience other passengers by asking them to move themselves and their overhead stuff? If so, I can see the airlines point.
memoryx57 on 01/22/2010:
Come on people...there was no one sitting in the seats. Big deal, a child sat in a spare seat...I can't for the life of me see where it would have made a bit of difference to anybody. It would have simply been an act of kindness on the airlines part to let a child have a seat that nobody was using...it wasn't going to cost them a cent!!
jktshff1 on 01/22/2010:
mem, I agree, provided it did not cause a mass migration on the plane, moving overheads, moving people, etc.
If a seat was available next to the op...no problem...otherwise, they ain't special.
Anonymous on 01/22/2010:
Business has nothing to do with kindness. If you go to a buffet right before it is changed do you think they are going to give it to you for free simply because it is about to be tossed? WHY would anyone complain because they won't?
Ben There on 01/22/2010:
Did you ever ask the crew if you could move to those seats, or were you waiting for them to ask you if you would like to move?
spiderman2 on 01/22/2010:
When I flew with a little one, I paid to have a seat for him and not gamble and see if there was a seat or if people would move for me. sure it cost money, but if you can't afford a seat for everyone don't fly.
jktshff1 on 01/22/2010:
+10 spider
MissMae on 01/22/2010:
It's really too hard to offer up any sort of a response to your review because you don't tell us whether or not you asked if you could use one of the open seats or if you just sat there and waited for a crew member to offer one to you.

If you didn't ask, you really can't expect them to read your mind, right? They may have thought you preferred to fly with your child on your lap and that's why they didn't say anything.

If you did ask, and were told no, then I side with you. There's no reason not to let passengers use the open seats...unless the plane is making a stop and picking up more passengers and those seats will be filled then.
Anonymous on 01/22/2010:
The flight attendants could have said no due to weights and balances. I was on a flight once and they wouldn't let me sit on the other side of the plane for that reason.

And do we know if the OP even asked for an extra seat? Or did they assume the flight attendants would offer up an extra seat?
Ben There on 01/22/2010:
I have never seen any issues with people moving on a large plane unless they unintentionally sit in a crew seat, an infant restricted seat or a different cabin of service. There could be many reasons the crew didn't specifically ask you if you wanted to move... Maybe the seats you saw were restricted for the reasons above, or there were too many people with special needs that they decided to leave it up to the customers to pick on their own. Maybe if they asked you, the other people with babies would have gotten mad, (or someone in a cast, or the person sitting next to the obese passenger, or the lone business travelers sitting in a row with loud teens, etc...). If you don't have the nerve to move yourself over a 12 hour period then what can they do?
Anonymous on 01/22/2010:
I wonder if the OP even asked to move seats. And if they did, if they asked why they couldn't move. I was on a flight with an ex boyfriend once and he had a brace on his leg (from a car accident a few months earlier). He asked a flight attendant if he could sit in the exit row so he could stretch his leg out. The flight attendant said no. He asked why and she explained that he would not be able to open the door in case of emergency since his leg was in a cast. She did, however, offer an aisle seat to him so he could extend his leg out. We were happy to have gotten an explanation and a solution.
Ben There on 01/22/2010:
When I am booked on a long flight, I will watch the seat map on the airline's website to see if there is anybody sitting next to me. If there are still plenty of seats open but the computer has happened to put someone next to me I will move myself. This is never a sure thing since someone can be put next to you till right before departure, but you will have better odds than if you just don't do anything. Also, when they say "You must turn off all electronic devices at this time", that means the main cabin door has closed so no one else will be getting on board. That is when you can make a mad dash for the empty rows.
molli on 09/18/2012:
Hey ben, you ARE NOT allowed to make a mad dash for a spare seat when the doors closes, expect staff to get miffy.

On both take of and landing they advise ALL passengers to be in their aloocated seats.

Once airboure SURE, but not on take of and landing. So don't get mad if they shoo you back.
Molli on 09/18/2012:


When I had my infant in arms (4months old) I was required to hold her for the ENTIRE long haul flight as they had allocated the bassinette rows to a group of men who were unwilling to move???

I got told by the Hostess I didn't PAY for a seat so what did I expect!!!

No longer their customer.. for sure.
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My Own Airline Is A Joke
Posted by on
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 to official complaints through their website and have heard nothing.

I'm a kiwi and have tried to support AirNZ 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.
     
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Ben There on 04/16/2009:
I hate chairs that try to make me more comfortable against my will. A lot of new seats recline at a different angle than older seats - where the bottom slides forward.

What type of compensation are you looking for?
BokiBean on 04/16/2009:
24 hours of flying in a possessed chair would be a nightmare! Not replying to a consumer's complaints is a no-no too....
Anonymous on 04/16/2009:
Ben There, Pray Emirates joins OneW. I just got back JFK DXB on EK. Interline, a couple of phone calls... wife and I snagged the last two F suites. A380, lounge, bar, showers at 41k ft.
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New Seat Plan for Tasman/Pacific
Posted by on
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
     
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Alain on 12/12/2010:
Have Spirit and Air NZ merged, perhaps?
Ben There on 12/12/2010:
LOL Alain... I am afraid that even the worst Air New Zealand flights are better than the best Spirit flights... In fact, even with Air New Zealand removing business class from theses short haul aircraft, their levels of service are still much higher than we see with most carriers in the USA.

As for the OP, it sounds like something was wrong with your tickets since you were told to move seats, you didn't get pre-boarding and priority luggage. Did Air NZ explain any of these things?

Next time, see if you can book a widebody trans-Tasman flight as they will continue to have business class.
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