Air New Zealand Customer Service Issues

During my visit to see family on one of Tonga's islands, I found myself stranded by tropical cyclone Sarai. My planned return to Tongatapu on December 28th, [redacted], was disrupted by Real Tonga Airline cancelling all flights since then. Consequently, my sister and I missed our flight to New Zealand on the 30th. I'm inquiring about the possibility of rescheduling our New Zealand to Honolulu flight, as we aim to reach New Zealand at the earliest opportunity. Any assistance you could provide in this matter would be greatly appreciated.

I am experiencing some issues with receiving all of my booking credits from AirNZ. It has been difficult to get timely responses and I faced challenges trying to cancel bookings over the phone. However, with recent changes due to COVID-19, there is now an online option available. I suggest that AirNZ provides a running credit balance on profiles for easier tracking of refunds and making purchases. Improving online functionalities like canceling flights, managing refunds, and sending/re-sending booking credits would enhance the user experience. It is crucial for AirNZ to update their profile system for more efficient online transactions. Additionally, I believe that having younger, visionary management could benefit the airline in staying competitive in the market.

I need help booking the following flights: 1. Auckland to Queenstown one-way on May 24, [redacted]. 2. Invercargill to Christchurch one-way on May 31, [redacted]. 3. Christchurch to Nelson one-way on June 5, [redacted]. 4. Wellington to Auckland one-way on June 15, [redacted]. I have an unused plane ticket from Auckland to Christchurch and back (booking reference 7CLO6YH) from October [redacted] due to COVID-19. I would like to use this credit towards my upcoming trips mentioned above. I haven't booked my tickets yet as I'm unsure how to apply the credit from my October [redacted] booking. Can you please provide guidance on how to use this credit for my new bookings? I need to finalize my travel plans soon. Thank you for your assistance.

I have a flight scheduled from Auckland to Rarotonga departing on July 9, [redacted], and returning to Auckland on Friday, July 15, [redacted]. There will be 10 of us traveling together. We initially paid $20 for seat assignments with the original bookings. However, the flight times have been changed twice, and the seat assignments did not carry over. Despite already paying for the seat assignments, I was asked to pay an additional $20 for each person during the most recent change. I am requesting a refund for the second $20 seat assignment fee paid on March 30, [redacted]. Additionally, if any other travelers in our group of 10 were charged the $20 fee per seat, we would like them to be refunded as well. Could you please ensure that all seats are still assigned for the current flights? The following are the preferred seat assignments: - For flight 7PCNUH from Auckland to Rarotonga: Seats 9B, 23C - For flight 7PCNUH from Rarotonga to Auckland: Seats 8E, 22F - For flight WVTGD8H from Auckland to Rarotonga: Seats 23A, 23B, 23E, 23F - For flight WVTGD8H from Rarotonga to Auckland: Seats 22D, 22F, 23E, 23F - For flight SG8HNH from Auckland to Rarotonga: Seats 9D, 9E, 9F, 9C - For flight SG8HNH from Rarotonga to Auckland: Seats 9C, 9B, 9A, 8D Thank you for your assistance in resolving this matter.

Hello, I recently made a booking for a one-way trip from Auckland to Sydney for two adults on November 24th at 4.20. However, the confirmation email I received shows the flight scheduled for the same day at 12.40, which is not the correct one. I've been patient while waiting on hold with the customer service line for 50 minutes, but I really need this issue resolved promptly. Booking Reference: TEDDLH Thank you for your assistance. Best, Lorraine J.

A few months ago, I made a booking and planned to upgrade to a sky couch for the return trip. However, I encountered difficulties online and trying to reach customer service by phone, with long wait times and poor call quality on the US line. I attempted an upgrade through the "One up" option, but my one up was recently canceled without clear information about the changes to my return itinerary. I have been on hold for over an hour and faced technical issues with the chatbot Oscar. While my flight is still some months away, the uncertainty is causing stress. I typically fly internationally and chose to book directly with New Zealand Air for better customer service but am now questioning this decision. I hope to resolve these issues promptly, whether through email or a call back option to avoid long hold times. It's important to me to have a smooth customer service experience and clarification on any itinerary changes.

Hello Air NZ, I am writing about my recent flight on Friday, December 11th. Despite my best efforts, my flight from Singapore to Auckland was delayed, causing me to miss my connecting flight to Wellington. In a rush, I had to rebook my flight at great expense, costing me over £[redacted]. This unexpected cost has severely impacted my travel budget and left me feeling upset and unable to fully enjoy my holiday in New Zealand as planned. I believe the situation was out of my control and I am disappointed with how it was handled. I arrived in Auckland at 9:35 AM for a 12:30 PM flight to Wellington, missing the check-in time by just 5 minutes. I had to spend a significant amount of money due to circumstances beyond my control, and I believe this is unjust. I had taken measures to save money for this trip, and this unexpected expense has put a damper on my experience.

It took me five days to finally reach someone for assistance. When I called, it instructed me to wait for four hours to speak with a representative. After a callback, I was put on hold for 30 minutes and then disconnected. When I was contacted again, I was informed that I couldn't receive help. Despite my delayed flight, I hurried to retrieve my baggage and go through immigration, but I missed my next flight as it was too late to drop off my luggage. Consequently, I had to pay an additional $[redacted] on top of my original fare. My experience at the airport was extremely distressing, and now I'm worried about my upcoming return flight. I am concerned about facing similar issues. I'm requesting a credit for these troubles.

Dear all, I had originally booked a flight for my family of four from Dunedin to Auckland, departing on Wednesday, February 15, and returning on Tuesday, February 21. Due to a work change, I had to make adjustments, particularly for my wife's travel. She was initially supposed to fly with us on Wednesday from Dunedin to Auckland, but I needed her to fly solo from Invercargill to Auckland on Friday. I contacted customer service and managed to change her outbound flight. However, she was mistakenly removed from our return flight on Tuesday. Although I believe she is still on the flight, I lack the necessary details. Her name is Naomi Lake, and I have her ticket number available. I require her booking reference to modify all our flights using the AirNZ app. Thank you.

I am currently searching for flights from CHCH to NSW and back in June or July. On my previous trip to central NSW from CHCH, I departed around 6.45 am to Sydney and returned at midnight. However, I recently noticed changes to the flight schedules effective from March 25. With the new timings, I will no longer be able to conveniently take the train to my destination. This means I would have to stay overnight in Sydney and take a hotel to catch the 8.45 am flight back to CHCH, which is inconvenient for me. I am not keen on taking a later flight that goes via Auckland due to the longer duration, two flights, and higher cost. I am now considering looking into flights with Emirates or Qantas as alternatives.

I have a booking on Air NZ Flt [redacted] from WLG to Nelson on a Dash-8, and Air New Zealand [redacted] from CHC to ZQN on an ATR 72 Turboprop. I am traveling from the USA with 2 checked bags, a carry-on, and a laptop case. I have checked the Air NZ website but I am unclear on whether my tickets include the checked bags and carry-on. The website mentions 7 kg and [redacted] cm for the carry-on and 23 kg and [redacted] cm for each checked bag. Can you confirm if I have the allowance for the 2 checked bags and carry-on for both flights? I appreciate your prompt response as my departure date is approaching. Thank you. - D. Beaulieu

I am traveling to New Zealand with my son for my late husband/ my son's father's funeral on February 11. Our flight from NYC-JFK to Christchurch on February 11 has a connecting flight in Auckland. Due to Cyclone Gabrielle, there might be flight disruptions to Auckland on Monday which is when we are supposed to arrive in Christchurch. I am worried about missing the funeral and need to ensure our travel plans can proceed smoothly. I have been trying to reach someone at ANZ via phone, but the wait times are excessively long. I have been on hold for over 2 hours and 42 minutes, even falling asleep during one call that lasted for over 3 hours. It is crucial that I speak to a human representative from ANZ promptly to address our travel concerns.

Hello, my name is Majella Anne Bonaventura. I hold a flexible fare ticket from Houston to Sydney on Tuesday, the 14th of March. My flight is NZ0029 departing at 9:50 pm, with a transit via Auckland, and then continuing to Sydney on flight NZ0103 departing on Thursday, the 16th at 9:00 pm. Due to an unforeseen family funeral, I am now unable to return on the scheduled flight and would like to cancel it. I kindly request a refund to be processed to the VISA card that was used for the initial purchase. Your prompt response would be greatly appreciated. Thank you for your attention to this matter. Best regards, Majella Bonaventura

Due to Cyclone Gabriele, the event in Te Araroa on the east coast has been canceled. My family had booked flights to Gisborne on April 6, [redacted], from Brisbane, Australia. We no longer need these flights and have two questions. Firstly, can we receive a credit to travel to another location in New Zealand instead? Secondly, we were informed that if we don't use the Gisborne flights, we might lose our return flights to Brisbane. Could you please clarify if this information is accurate?

I recently traveled to New Zealand with Air NZ. I am trying to claim Mileage Plus miles for my trip, but United keeps directing me back to NZ Airlines. I flew from San Francisco to Auckland on August 11, then traveled from Rotorua to Christchurch on August 20, followed by Queenstown to Auckland on August 28, and finally returned from Auckland to San Francisco on August 28. I don't have a ticket number on my boarding passes, but my Passenger Name Record Number is 4884SV. The trip was booked through Overseas Adventure Travel. I haven't been able to add my miles and can't find anyone to assist me. Please help me resolve this issue without redirecting me back to United. I've been trying to sort this out for weeks with no luck. Thank you for your support. Miriam D. Aroner

My husband and I flew with Air NZ from Vancouver in February. Unfortunately, on our return flight, we were downgraded from business class to economy. Although we received a partial refund after some delay, we are still awaiting the compensation of $[redacted] each for the inconvenience. We have provided all necessary information, and it is now July. We are disappointed with the service provided by Air New Zealand. Regards, S and N.

I would like to inform Air New Zealand about a flight attendant on my recent trip who provided exceptional assistance. On flight NZ432 from Wellington to Auckland on August 5th, I encountered a personal issue. The flight attendant, Alex McPhail, went above and beyond to support me during the flight. I want to express my gratitude for her remarkable service and hope the company acknowledges her outstanding performance. Alex truly made a difference and deserves recognition for representing the company's values. I can be contacted via email for any further information.

I currently have a booking and would like to upgrade my husband and myself to a shared sky couch. However, when attempting to upgrade online, I can only select a sky couch under one name, not both for us to share. The website does not provide an option to specify our desired seat configuration, as indicated in the online instructions. I tried contacting Air NZ but was on hold for 23 minutes without speaking to anyone, so I am turning to this forum for assistance.