ComplaintsforAir New Zealand Limited
Airlines
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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On March 15 Air NZ cancelled its entire ********-******* route citing lack of airplanes. In other words they sold tickets to a route for which they had no planes! This alone is cause for investigation. My complaint is that, to return me to the **, Air NZ found me a replacement flight via *************, adding an extra leg and 11 hours of inconvenience. As a premium passenger, the terms of carriage entitled me to premium seating on the added flight with United, which had plenty of available premium seats. At 6'5" I cannot fly economy. Yet despite being on the phone with a rep for three hours, and who assured me I had a secured a premium seat, I would later discover I was seated in economy, in complete violation of policy. And a great cost saving to Air NZ!I complained and demanded a pro-rated refund of what was already an overpriced ticket. They refused. To add insult to injury I incurred additional expenses, for a meal in ************* and an expensive taxi at 1am in ******* ****** because the hotel had stopped running a shuttle. The rules entitle me to reimbursement. I submitted receipts to Air NZ customer service on April 3, and was told it would take 4-6 weeks to process. 8 weeks later, they have not coughed up a *****, and a call to customer service today reveals they have no record of the receipts and want me to go through this absurd process from scratch.Please investigate this airline for fraud.Initial Complaint
11/08/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
Oct 29th an online order to ********** ** ******** placed for fruit gift basket to deliver to *******************. For the next 5 days I was in email contact as parcel not delivered. I requested my money back and was denied, and was basically blamed for fail to delivery, with reference to instructions changed. The only addition to delivery instructions was hospital room number and unit provided. A second package was then delivered to our daughters home, 8 days later from original order, the gift basket looked nothing like advertised on website. I contacted ********** with picture proof, and they indicated the gift basket had left the shop as per website picture, but with no explanation or apology for the inferior product actually received.Initial Complaint
10/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
When you look at the documents I attached, Air New Zealand shows they Ticket charge was $3,187. I also attached a bank statement showing that Air New Zealand actually charged my Credit Card $3,335. Approx one month prior to my departure date I had to cancel my flight. The attached document shows Air New Zealand charged $148.45 cancellation fee. A third bank document shows Air Nee Zealand refunded $2,935.85. So in truth, they charged my credit card $3,335 and refunded $2,935.85 which is actually a $400 cancellation fee, NOT what their document, (attached) show and that is a $148.45 cancellation fee. Their document shows my credit card was charged $3,187 (attached), but our credit card shows the actually charged $3,335. I understand a $148.45 cancellation fee. I do not understand or agree with the $400 cancellation fee. I also dispute what their document shows, that I was charged $3,187, but my bank document shows they actually charged $3,335. I am disputing and reporting claimed charges to my Credit Card vs actual charges to my Credit Card AND their claim of a $148 cancellation fee vs their actual cancellation charge of $400. (I am aware that on some of the dollar amounts I mentioned I did not include the change. For example $2,935.85 vs putting done $2,935 however all documents show EXACT amounts. I look forward to your reply.Initial Complaint
02/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased tickets from ************* to ********, New Zealand, via *******, Tahiti. When we arrived to ******* we learned that our Air New Zealand flight to ******** was cancelled. (Date: Feb 13, 2023, Flight number: NZ903.) They rescheduled our flight 6 (!!!) days later, as the earliest possible one. Consequently, we needed to stay in a hotel for 6 days in *******, Tahiti. When we arrived to the hotel the attached sign waited for us stating that Air New Zealand accepts responsibility for NOTHING and all cost is on us. The 6 days hotel stay cost us $1,321.46 even though we used the hotel that the airline suggested as the cheapest in town. This is 100% unacceptable, we never heard of an airline that doesn't provide accommodation and meals for cancelled/rescheduled flights.Initial Complaint
01/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am trying to change an air reservation that I made. I am unable to change it online. Wait time at Air New Zealand call center is over 6 hours! This is unacceptable. I have been on hold for over 3 hours so far and written complaint emails but matter is still unresolved.Business response
02/02/2023
Consumer Response /* (2000, 6, 2023/01/30) */ You may withdraw the complaint as I manage to finally resolve this matter with the airline.Initial Complaint
11/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On June 21st of this year I purchased pants from ************** I paid a total of $39.85. After I placed my order I was notified that my item was a pre-order item & would take 6-12 weeks to manufacture. This information was not advertised when I purchased the item. Sep 19 I emailed & asked for tracking information to which I received an automated message saying the item would take 6-12 weeks to manufacture, 5-10 days to process & 3-25 days to ship. After multiple emails to the company asking for tracking information I only have received automated emails about manufacture times. I have also tried to contact the company via social media but my comments are deleted & they do not respond to my messages. I have also seen other people comment on their posts complaining of the same issue but the comments are either deleted or ignored. Today I have emailed them this. "Hello, I am checking in again about my order (******) . It has been a month since my last email & 19 weeks since I placed my order. I'm hoping to receive some kind of update on my order other than receiving the same automated messages. According to your emails my item was a pre-order & it should have at max taken 12 weeks to manufacture & 10 days to process. At this point my purchase should at least be in the shipping process but per your email the max days for shipment is 25 days. Using the information you have provided to me I should of received my package on October 18th (12 weeks & 35 days after my original order placement June 21st) It is now November 2nd & I have not received any updates on my order. Please let me know how I can get some information on my purchase. Thank you, ************" I'm not sure what more I can do I have told them in previous emails I would report them to the BBB in hopes that they would take action but I have still yet to speak to an actual representative or receive a tracking number. Thank you for your help, please reach out if I can provide more information.Initial Complaint
11/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I booked a trip with ************* in 2021. For travel ******* in 2022. That trip ended up not going through so it was changed *************. Scheduled to start Feb 2023. I paid for it in installments. The original trip was paid via monthly payments with a credit card. Payments were $125. A month for 11 months. That was paid in full. When the trip was changed *************, there was an additional charge, also paid in installments of 65.63 The last payment was just taken Oct 20, 2022. On Oct 30, 2022, I received an email that this company was closing and trips scheduled in 2023 would not be honored. I have paid approximately, in FULL $2200USD. This is theft, pure and simple! They are saying that they will NOT be refunding myself and hundreds of others who have paid for their trips!Initial Complaint
10/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Back in late 2021 I bought a ticket with air New Zealand, however the ticket was cancelled by air New Zealand and I had to call in and get a refund since they quit operating *********************** flight since covid hit, yet they kept selling the tickets of a flight they hadn't flew since March of 2020, anyways I got a refund for that ticket after hassle from the customer service rep offering to put me on a ****** connection flight and take me to************ to board a different air NZ flight *************** This left a bad taste in my mouth but I still decided to stick with air New Zealand and once the border re opening was announced I went and bought another ticket with them from later this year to go, once again we have nothing but issues, they changed the flight departure time, and won't cancel the flight even though they are changing the flight times on there own. Under the US department of transportation rules if they make changes to the flight or cancel it they must offer a refund. However they said no, and only offered me a useless credit. I do NOT recommend you fly with air New Zealand, there is much better options from the ****** States now that ***************** has opened up a ******** route. Do NOT give them your money as they will not help you out and play by the legal rules, they are a hard cash strapped business that has went into debt and made no profit for the last two years due to covid-19 and they will try to hold every dollar they can. They will find anyway to deny your refund and keep your cash, even if they are the ones who made the changes to the flights last minute on their own. Stay far away from air NZ. Like I said, ******, *****************,********* airlines all offer ******** flights and usually cheaper as well, with better customer service and not as shady of business practices.Initial Complaint
07/26/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed my order on March ***** Order #:XXXXXX Emailed them multiple times they keep making excuses to why i haven't received my order. There ****** reviews all are bad and say that they are a scam and you never receive your item. THEY need to be charged or close down that is not okay to charge people for something and never send the items. FRAUD/SCAMInitial Complaint
07/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked 3 airline tickets Air New Zealand thru Travelocity for a flight to Australia on July 13 , 2020 with itinerary #XXXXXXXXXXXXXX.Due to covid pandemic our flights was canceled and was informed that i can rebook the tickets by June 2022, and travel to be completed by July 2023. I called Travelocity to rebook the flights for June 2023 flights to Australia, was informed that per air New Zealand policy we have to complete the travel by January 2023. I told Travelocity that we can't go since 1 traveler still working, they keep on emphasizing the policy. I'm spending a lot of time calling and explaining that it's not our fault,that it's pandemic borders are closed. Now that we're ready to travel we're having a hard time. I spoke with Travelocity today and sent me an email telling me that my tickets has expired, can't be used anymore, no refunds with the amount of ********* .Travelocity told me to contact air New Zealand but calling and talking to live person of air New Zealand is beyond impossible. I've been trying so many times connecting to air New Zealand but i was on hold for hours . This is not our faults, all i want is rebooking our flights for June 2023 , or a full refund.
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.