air new zealand review

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Average Ratings

Flight on time?	6.9/10
Customer service	5.6/10
Comfort on flight	5.5/10
Quality of food	6.3/10
Value for Money	5.3/10
Reviewer Rating	5.5/10
Overall Rating	5.4/10

52% Recommended17 out of 33 Reviews

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By K Faulkner on 20th Nov 2007

K Faulkner's Ratings

Flight Date	Oct/Nov 2007
Flight From - To	London to Aukland via Hong Kong
Ticket class	Business
Flight on time?	6/10
Customer service	2/10
Comfort on flight	2/10
Quality of food	2/10
Value for money	1/10
Overall value	2/10
K Faulkner's recommendation

Good Points

All flights on time, except last leg from HK to LHR which was 30 minutes late.

Bad Points

No chauffeur pick-up, appaling customer service, both when trying to check in (at LHR you'll use the United Airlines desks and the queues were horrific, however this was early evening on a Friday) and in the United Lounge in London. The flight crew were surly and rude there attitude was truly shocking as if they really didn't care. No in flight entertainment on any of the outward legs. Food was awful, tiny portions and certainly not worth the money paid for a business class ticket. Do not fly with this airline, there are better choices available for less money.

General Comments

First International flight with Air NZ and it will definitely be my last. Arranged for the chauffeur pick-up with the Air NZ Customer Service desk. Pick up was to be 60 miles from Heathrow and I requested it for 3pm (9pm flight however from previous experience I knew there could well be delays especially as this was rush hour on a Friday evening). Air NZ confirmed the booking however the only time they would give was 3-4pm. I called from the pick up point at 3.15pm to request an expected time of arrival for the taxi and was informed there must have been an error as the taxi was not booked until 6pm. Assuming the taxi arrived on time I would then have 3hrs in which to complete a car journey that takes at least 1hr 15mins with no delays and complete check-in and get through security at Heathrow. When I explained this was not acceptable I was told to make my own way to Heathrow as there was nothing that could be done. I spent GBP115.00 on a taxi and fortunately arrived with sufficient time to check in and complete security (this took 50mins using the 'express lane'). The receptionist at the United Airlines Lounge had been informed of the mis-hap and showed me into the first class lounge (see lounge review). I was informed I would be called when the plane was boarding. No such luck. When I enquired at reception I was informed I had been 'forgotten'. The gate was at least a 7min walk from the lounge and I was the last but one person to board the plane. I was seated in the forward cabin and can only emphasis previous comments. The bed was akin to a slab of concrete and requests for an extra pillow cannot be met as 'they only have sufficient for one per seat'. The position for the chair controls is ludicrous because if you choose to twist your body to get a glimpse out of the window you are more than likely to touch them and you will find yourself sinking lower to the floor or that your table has popped up, this can be very annoying if the person behind you does this often as it will be slammed back closed and can jolt you especially if you are trying to sleep, rather like economy seats where the tray is slammed back into the locked position. Furthermore, I requested fruit and was given grapes which were mouldy, sadly I had already eaten several as I was reading at the time. I requested to speak with the flight manager who came 25 minutes later and looked at the grapes and said he would report it. I was reading as there was no in-flight entertainment, not an issue on the first flight as I tried to get some sleep. When re-boarding in Hong Kong we were given a piece of paper which I realised was 'compensation' as there would be no entertainment on that flight either. The compensation was Air NZ dollars worth $180, however I am not a member of any Air NZ/Star Alliance scheme/club so this was utterly useless for me (I try to stick to BA/Quantas as I find them most reliable, talking with friends it is almost impossible to spend Air NZ points likewise with other Star Alliance members). Food continued to be shocking, same desert as previous flight (2 scoops of ice cream of indeterminate flavour and a wafer) and if you choose the beef make sure you like it medium/rare. When I requested another bottle of water I was informed to fill my old one up using the bigger bottles in the cabin. Water was the only beverage available in the cabin to help yourself to and on both flights no snacks were laid out and I didn't bother asking for one as I was fed up with surly and unhelpful crew, besides the mouldy grapes from the previous flight were starting to take effect! Arrival in AKL was uneventful although and I enjoyed the walk to the domestic terminal for the flight down to CHC, no business seating available on these flights although the crew were a delight, I actually saw Air NZ staff smile.
The return flight was better, I was traveling with my parents who were travelling premium economy and staying in HK for several nights. My father had a broken foot and I was allowed to take both parents into the lounge with me. This time the entertainment system was working, the gentleman next to me informed me that the last time he had flown with them and it had not worked passengers were given an NZD50 voucher for the duty free shop, and that was only on one leg of the journey! 40 minutes sat in the plane waiting to depart at HK but no one knew why, subsequently 30 minutes late arriving into LHR although at least there was a taxi waiting for me this time (I had gone to an Air NZ travel shop in AKL to confirm this). Same paltry amounts of food and no in-flight bar service or snacks readily available. One gentleman was complaining that he had to leave some luggage behind as he only had hand luggage but this weighed 12kgs, I pointed out that mine had not been weighed on any section of the journey although it was over 7kgs. I paid GBP3150.00 for this experience and I chose Air NZ so that I could travel with my parents on at least 1 leg of the journey. There are so many other airlines that fly similar routes and in my experience Thai, Malaysia and especially Singapore Airlines are so much better in terms of customer service and the whole journey is handled in a much more professional and competent manner and the cost is often less. The only marketing tool Air NZ has is the flat bed but this is so uncomfortable it is truly not worth it.

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