Leave a Review Air NZ
Poor Customer Experience + Technology
ANZ let’s you check in on the app - I select new seats yet the boarding passes retain my old info. Called an agent who said “there’s nothing I can do now that you’re checked in - I guess some wires got crossed…” Are you kidding me? Your wires didn’t get crossed - your back-end technology is poor, agents have not been trained to give great customer service, you fly a NYC-Auckland route that has been a disaster and beyond your company’s ability to manage. This is poor executive leadership at the top. Find airline veterans who know how to fix these problems. Top 10 airline? What was the criteria for that ranking? Total disappointment from all experiences.Show lessAirline Insider
Your app is really bad
I don’t know why but it will not allow me to check in. And it won’t tell my why. It just keeps making me start over. Really Air New Zealand, you can do better .sssdddjjj12345
Not a great experience!
I did have some problems when I initially booked my ticket. Had to wait on long hold when trying to upgrade to premium economy.
Online booking showed no availability but after a 1 Jr 40 min hold time, I finally was able to upgrade myself.
Premium economy seats should recline more and be a bit more plush…given the cost.
Inflight entertainment screens seemed dated and need an upgrade.
On a positive note, the crews ( both ground and flight) were lovely and helpful.
The food was tasty but the lamb ran out by time the service reached me! Not enough lamb on Air New Zealand….really??
I really like the non stop service, it’s a winner.
I hope this helps…
Thank you,
Louis FranzettiShow lessLFranzNYC
Bad error handling
Unclear error message when adding passport info. - Internal Server Error. False error statement when trying to checkin - saying it’s more than 24 hours away when it is not
And then can you believe this? Even this form is buggy. I put in too long a title and the Send option went away. But there was no UI indication that was the issue. Really unbelievable.Show lessLebsf
No Apple Wallet support for Airpoints card.
The app is alright overall, but redirects to web interface a bit too often for some basic actions like booking/modifying/checking-in to a flight. Also, the lack of ability to save Airpoints cards for both travel and in-store into Apple Wallet makes Air NZ’s experience behind almost every other airline out there.
With poor internet, accessing Airpoints cards is almost impossible especially in stores where cell signal is often terrible. This is also a problem at airports when overseas, where I’d rather not use expensive roaming data to access my card, when it could just be offline on my phone and watch.Show lesswilliamz48
Horrible update
Can’t even add boarding passes to the wallet now. Returns an error every single time. Layout is confusing! Please find a happy medium between the old design and this new look you’re going for.Metalcabanaplanetarium
At least the old one worked
It does not work, the old one was not pretty but at least it workedbzvsufajie
All ways a challenge
My wife and I always dread using the air New Zealand web site or app, there is always problem and hard to navigate. Recently I had to renew my password, a link was sent to my email I changed the password, then went back to log in to be told the password was incorrect. (Tried several times) I finally had to call and be on hold for 40 minutes to be told we can send you a link to change your password!!!Show lessworst printer purchase
Useless
The app just doesn’t work. Cannot purchase additional luggage. App never goes to payment screen. Tried multiple times over several days. Had to pay $20 extra at airport because app did not work.MadDog63
Check in doesn’t work
Checking in for Auckland to Houston flight booked through United is not working. Why is this so difficult?Darkskyphan
