Air New Zealand Customer Service
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NEGATIVE Comments
3 Negative Comments out of 7 Total Comments is 42.86%.
POSITIVE Comments
4 Positive Comments out of 7 Total Comments is 57.14%.
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On 13 March 2012, my wife and I left LAX on a trip to Port Moresby via Auckland. In LAX, we paid excess luggage for two extra pieces and had been expecting to pay such.
Our trip to Port Moresby took us through Auckland but there was no immediate flight out of Auckland for Cairns/Brisbane and thus we had a forced overnight. We were in Auckland less than 24 hours. When we went to the airport in the morning to check in, we were told that we had to pay an additional $270 to Port Moresby via Cairns. Had we been able to go straight through (which was our intention) we wouldn’t have needed to pay the extra as the pieces would have been ticketed all the way through to Port Moresby.
However, no matter what or how we explain the situation the to ticketing person and then to her supervisor, there was no changing their minds that we had to pay the extra $270. Normally when we fly from LAX to POM we fly with Qantas; but on this occasion, we discovered that it was cheaper for us to go through Auckland even though it added more hours on our flight time. Had we flown with Qantas, we would not have had to pay any further for excess other than what would have been charged at LAX.
Hence, flying through Auckland cost us not only time, which we were willing to accept with the cheaper tickets; but it also cost us an overnite at an airport hotel and the extra excess luggage costs when we departed. This has turned out not to be a cheaper flight, in fact, it has cost us more than it would have to fly with Qantas. As a result, we don’t anticipate flying with Air New Zealand again in the future because of the unreasonableness of the policy that caused us to overnite and then pay the excess. My wife and I belong to a large organization that works here in PNG, and we will probably encourage them NOT to fly with Air New Zealand. However, if we can receive a refund for the excess charges then we would certainly not follow through with discouraging our co-workers from flying with ANZ.
My wife and I have been traveling from the US to Port Moresby for the past 40 years and have NEVER experienced the difficulties we faced on this particular trip. I do hope that this issue can be reconciled so that we all benefit in the future.
Lastly, I contacted customer service a month ago, without any response. It was said that they reply within 7-10 business days. But, that time frame has been greatly extended to this point in time. My guess is that they are NOT interested in addressing the issue. Thanks, Al Boushtifaltnt 4/24/12 10:08PM -
We have flown Air New zealand earlier and looked forward to our just past trip to New Zealand. We flew from San Francisco to Auckland on the 747 , all went well in our premium economy seating. We looked forward to the new 77 airplane and the new seating in premium economy. What a disappointment, the seats are horrible. There is no substitute for something where there is a leg rest. We are going to Europe in Nov and had considered your airline to London even though it meant going from Phoenix to Los Angeles. No way now!! The premium economy seating is too unpleasant. Sorry that you lost another customer. T R HackettTom Hackett 2/9/12 9:22PM
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I booked an Air NZ with the Works return flight to Brisbane for last weekend and found it was a Pacific Blue flights. It was disappointing to receive a silverside wrap, glass of wine, small bottle of water and a small Whittakers chocolate bar. I'm not particularly fond of wraps but there was no alternative offered. There was a limited choice of entertainment plus the machine was a portable type which had to be removed when the food tray appeared. My expectations were not realised on both these flights. On recent flights to Sydney I've been provided with a hot meal, dessert and a bottle of wine. I'm very disappointed with the facilities on both these flights.
Janet RobinsonAnonymous 11/30/11 11:54PM
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Took the Auckland to Sydney flight and the plane was amazing. Brand spanking new with all the bells and whistles. I fly United (which sucks) so this was a nice change of pace. Crew was very nice as well.Craig 5/7/12 9:09AM
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POSITIVE Comment!!!! I had the best experience with a customer service rep on the phone with sheryl from airnz
She was so helpful, went to a great deal of effort to help me with a complicated change and did it all with an engaging and friendly manner, I was very impressed.Anonymous 12/15/11 4:13PM -
Just one negative comment is that on our flight NZ725 from Melbourne to Auckland the staff didnt offer any beverages even though I was entitled to "the works". I had to go to an attendant and ask for my beverage. The attendance told me that it was a new plane and that the service system was different than usual and for me to go on the Air NZ website and comment on this. Otherwise my flights were great.Anna 4/11/11 6:55PM
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I was on 4 Air NZ flights on my holiday to Auckland and Melbourne. The staff on the plane were freindly and helpful and the services available were great.Anna 4/11/11 6:49PM
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