Air NZ ground staff and overall customer service has been exceptionally poor. When an Air NZ staff member is available or willing to assist, they are mostly, unhelpful and dismissive of concerns and needs of travellers with connections and further travel. The difficulty in contacting a person for an airline that promotes itself as world leading is truly misleading.

Just had the best long haul flight with Air New Zealand. Comfortable seating, great device selection, very friendly staff that showed a lot of kindness and patience with different travelers. I even enjoyed most of the food they served, much to my surprise. Was a little worried as usualy fly with a different Air carrier but it was a very good service, will fly long haul again with Air New Zealand 🇳🇿

I would have given 5 stars, except that I'm sort of in travel hell at the moment after my delayed flight out of Auckland caused me to miss my connecting flight. Only deducting one star because of the 5 flights I had for this trip to Australia (SFO -> AKL -> SYD, MLB -> AKL -> HNL -> SFO), it's this last leg that is the stressful part. For my other flights, all of the gate attendants and flight attendants were really sweet, helpful, and solutions oriented. The bummer about this delay is that there isn't even a check-in desk -- the agents at Southwest said ANZ is usually next to them in Lobby 6, but "they aren't here right now". Like ghost town aren't here 😭 Been on hold 30+ minutes already. Feeling pessimistic about my chances of improving this outcome. update: deducting another star because after 1h 6m on hold, I gave up and never spoke to someone.

Poor phone service and we had to listen to pot head singers was a turn off. We try to change our ticket as we got in late from Hawaii. They had us leaving at 6 am. Why there were many flights to Queenstown direct rather than flying thru Christchurch.

Why aren't all Airlines like this one?! While not every flight has big cushy seats they do have an interactive entertainment unit in each one of them even back in coach! When I got tired of watching premium movies from several different countries I switched over to playing Bejeweled to keep me distracted on my ridiculously long flight, it was delightful. the people were wonderful, the flight attendants were wonderful, the food was probably 4 out of 5 stars. I really feel that this is the best airline currently available and this is from an army brat who's literally been flying on planes every three years since three months after her birth, I kid you not!