Air New Zealand

Complaints

Hi Air New Zealand, Complaint reference: CAS-137921-B3D5Q7. On the 21st of January I submitted a bag damage report for my flight from Auckland to Melbourne. Swissport the baggage provider hasn't responded and I want to have an outcome as soon as possible. I have waited 10 weeks and still nothing hasn't happened. I was advised this matter would be closed in 6 weeks and it has not. I want Swissport the baggage provider to investigate this baggage damaged report urgently otherwise I will be escalating this further. The reference number for my damaged bag report is MELNZ10860. Kind regards, Rodney Fleiszig

Air NZ flight cancelled, been on hold for far too long, its a joke.... when finally spoken to numerous Air NZ people who tell me will resolve and send email. No email received. Extremely frustrating. Seeking refund which I am due.

I was booked a flight from Chicago to Auckland on 4/10 and returned on 4/26 but the flight cancelled from Chicago to Auckland and returned. I lost my domestic flight from Cincinnati Ohio to Chicago and returned

I have not been refunded the correct amount for a fully refundable flight. I have spent over 3 hours on the phone trying to rectify this unsuccessfully. I have copies of original booking, incorrect refund and credit card statement.

OUR FLIGHT # AZ5562 FROM CHRISTCHURCH TO ROTORUA ON 18TH FEBRATY WAS DIVERTED BACK TO CHRISTCHURCH FROM AIR RESULTING IN OUR UNEXPECTED STAY IN CHRISTCHURCH RESULTING IN STAY AT IBIS HOTEL.MISSING OUR TOUR TO HOBOTIN RESULTING IN LOSING USD $ 176 FOR ME AMBARAM V.CHAUHAN & MY WIFE KIRAN A.CHAUHAN.ALSO WE ENDED UP SPENDING FOR DINNER AND BREAKFAST NZ DOLLARS 90 EACH.WE ARE ASKING FOR REIMBURSEMENT FOR THESE EXPENSES.WE SHOULD ALSO SHOULD BE COMPENSATED FOR INCONVIENCE BY OFFERING . COMPLIMENTARY VOUCHER FOR FUTURE FLIGHTS. HOPE TO RESOLVE ISSUES AMICABLY. MY ADDRESS IS :AMBARAM V.CHAUHAN & KIRAN A.CHAUHAN, 1155 GROUSE RUN ROAD,BETHEL PARK,PA 15102 USA 11

Hello, I have finally found the time to email you regarding the appalling inflight service by the WAMOS air crew on the above flight. Our flight was changed from an Air New Zealand flight to WAMOS in October 2023, I believe. Air New Zealand state that where ever your destination, you can expect the same great, uniquely Kiwi experience onboard, blending hospitality with world-class service. My husband and I have never experienced such appalling inflight service. The air crew were inattentive, forgot several requests for drinks and didn’t service tea or coffee after the inflight meal. They seemed to be more interested in talking to each other, than serving passengers. I actually felt quite dehydrated through lack of water and had to help myself to the water because there was nobody around. We welcome Air New Zealand’s feedback regarding our complaint and look forward to hearing from you. Kind regards. Kathryn and Len Vasiljevs Flight NZ175 14:20hrs 10.2.24 from Auckland to Perth

On 31 December 2023, my mother's AirNZ flight from Wellington - Auckland was cancelled due to weather related events. She had an international connection to South America that evening and so, in a panic, we booked her a fully refundable flight from Palmerston North instead, which was the only option that would get her to Auckland in time for her connection. Her travel agent was also working on her behalf to resolve the situation and, while we were on the road between Wellington and Palmerston North, we learnt that her travel agent had also secured her a seat on a flight from Palmerston North to Auckland. I therefore cancelled the fully refundable ticket and received an email from AirNZ that my debit card would be refunded within 15 working days. It has now been 8 weeks and I have still not received a refund. I called customer service after 15 business days and was baffled to be told nonchalantly by AirNZ staff that refunds take between 4-6 weeks. He didn't acknowledge the contradiction to the formal email confirmation I received previously and he was not apologetic in the slightest. After waiting 5 weeks for a refund, I lodged a formal comaint to AirNZ on 3 Feb 2024. I received an automated response to say the airline receives a high number of complaints and they were working through them as quickly as they could. I followed up on 11 Feb 2024 as I still had no response. Someone called Kirk wrote to me to say he was following up with the refunds team. It has now been 8 weeks and I have still not receieved a refund.

I had done a booking for New Zealand through E Dreams flying on 17 Dec 2023 ( via Qantas Airways) and return via Air New Zealand of 02 Jan 24 . I was informed of cancellation of Qantas Flight on 17 Dec 23 . So I asked for entire flights with onward and return flights cancelation . I received the refund from Quanta Airways with in a week but Air New Zealand hasn't refunded my ticket till date . I have been approaching E Dreams for the past 4 months but always get a response that Air New Zealand hasn't refunded yet and that the amount will be refunded directly by the airlines . The cancelation from E Dreams was initiated on 26 Oct 23 and it is now 4 months still I haven't received the refund . Please assist in refund .

Hello Booking reference: GNLIRQ Flight number: JQ173 I missed our flight in 19 January 2024, due to the delay in verifying the Travel Document of our relative by Jetstar staff at Melbourne Airport. The flight happened earlier too. My family of 4 were holding Australian passport. So, we got the verification quickly. Then, we were asked by Jetstar staff to stay there and wait for my brother in law who had Australian Travel Document. They contacted immigration office to verify his document. So, this was the main cause of our delay to get to the boarding gate. Then we rushed to the check point which was terribly busy. We passed the checking process until about 10 minutes to 7 pm. As we got close to the boarding gate, the staff stopped us saying that you have missed the flight. They returned us to Jetstar officer who wanted to help us with some extra charges, but his manager came there and didn't let him to help. So, I had to pay the full amount of money for another flight in next morning. Please assess the situation carefully and refund the money we spent the flight with the details shared above. Looking forward to hearing from you. Kind Regards Musa Zakizada

CAS-90722-Z9N6S7 Refund for my hotel and car hire expenses have been approved by Air New Zealand which was due to airlines fault. I have sent all the required documents (PDF). Not sure why Jude keeps emailing me asking for the same thing over and over again. It has been well over a month and I need this matter resolved as soon as possible. Please call me or give me the contact details of the supervisor of Customer Care area so I can discuss this further.