ComplaintsforAir New Zealand

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased flight tickets via Orbitz for round trip to from ********* to ******* for July 1 and return ticked for July 24. I had to move my ticket to July 27th and Paid extra 1331$ on top of initial 3000$ for the difference in fair and penalty for change. My issue was with the last leg of my flight from ********* to *******. I flew from ********* to ********, then ******** to ******* with Air NewZealand. Last leg of flight was from ******* to ******* at 2130 on July 27. This flight was operated by United with partnership with Air NewZealand. I was only provided with boarding passes till *******. When I approached United for boarding pass in ******* I was denied and informed that we were not on the flight- neither me, nor my 10 year old daughter who was traveling with me. I was left stranded in ******* after 27 hours of travel at night in ******* and frantically ran across between United and Air NewZealand to resolved the issue. I was informed that Air NewZealand has not 'pushed' or handed over control of ticket to United which was the reason United did not have us on the flight. I had a meeting next day which was already rescheduled due to previous delay for me next day that I could not miss. Both airlines blamed each other and then Orbitz stating they could not do anything about it. I was stranded at the airport, without my luggage as the baggage counter closed by 10pm while I was trying to find a way back home. I finally had to rent a car and drive overnight from ******* to ******* to get in time for my meeting (after already having travelled 27 hours). There was a morning flight by Delta which would have reached in time but airlines refused to put me on it and their next option was getting me to ******* next day afternoon via United without any stay overnight or any other compensation. I spoke with United, Air NewZealand and Orbiz for over 3 hours without any resolution.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased Economy Stretch seat upgrades for a party of 4 for a round trip between ******* and ********. When we checked in at the gate the agent stated that the aircraft did not have economy stretch and that I would have to request a refund via their website. Upon return we were also not given economy stretch seats even though they were available. I filed a request online and did not receive any confirmation. I then called the airline and was told that a refund request would be submitted and that the online one hadn't been received. I specifically requested (3 times) to have confirmation of the complaint emailed to me. The agent said it would be mailed within 10 minutes of the call. I have never received confirmation. I received 2 reference numbers, but there is no place that I can find on Air New Zealand's web site to use the numbers to get any information about the complaint. Now I have $1040 pre-paid that I am attempting to recover and the airline is absolutely unresponsive.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This complaint is in regards to Flight NZ 29 on Tuesday December 6 at 8:50pm, eTicket number ************** from *** to ***. My 3 family members and I were denied boarding on flight ** 29 due to unverified **** information. I showed the ANZ agent the attached *** outcome notifications as **** verification and was told that this was insufficient. I got on the phone with the ********************* of **** Affairs; they verified that the *** outcome notification was indeed sufficient, but by this time our flight had already left. We immediately contacted Expedia to change to the next available flight, and they told us to contact the airline.After 7hrs 15min on hold with ANZ, a representative found us seats on a Thursday evening flight, but we would have to pay the flight difference of $2,652. I explained to Operations Lead Manager ****** that the gate agents at Gate D12 misinformed us that we were not cleared to fly. ****** claimed that the Gate D12 agents were not working with ANZ, but were actually working for United. I asked him to send me an email with those words in writing, but he refused. ****** then informed me that my only choice was to pay $2,652 or not fly at all. I conceded. ****** sent me a summary email of our conversation at 12:06PM EST on Dec 7 but did not mention his claim that the gate agents were working with United rather than ANZ.We spoke with an agent named *** that confirmed that everyone at Gate D12 was in fact working for ANZ. He apologized for our trouble, spoke with a manager, and informed us that further discussion would have to be taken up with ***************** I requested reimbursement for the $2,652 flight difference cost due to the fact that ANZ agents denied us boarding when we were cleared to travel by the *************** of **** Affairs. This was done via email on Dec 7 and again Feb 1. I received a reply June 14 requesting documentation that I had previously sent. I re-sent it and am awaiting reply.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1 - Purchased 2 roundtrip ticket from ********, ** (March 19), to/from *****, ***************** (March 26). Tickets were for Premium Economy. As per Air New Zealand terms and conditions, this ticket class is refundable less a $400 charge. I canceled 1 ticket on or about March 9. I have sent emails, made calls, during the last 30 days and no response. Ticket receipt and advertisement for Premium Economy attached. (cost $1,283 USD less $400USD charge = $883 USD 2 - As per advertisement for Premium Economy seat, states passenger is entitled to 2 checked in bags. I was charged 3 times for second bag - A) 150 **$ B) 140 **$ and C) 140 AUD. This should be at no cost. Approx $300 USD.3 - Flight was outsourced by Air New Zealand to WAMOS Air. They did not have Premium Economy seat. I was told I would get a refund for difference in class by gate agent (difference is approx. $555 USD. I can not get anyone from Air New Zealand to respond. The whole thing is JUST WRONG. I would like Air New Zealand to refund the amounts due to me, per the agreement when I purchased tickets. Total USD refund = $883 + $300 + $555 = $1,738.Thank you for your anticipated and much needed help.***************************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ticket in October 2020 round trip from ******** to ******** on air New Zealand that cost ****. I also purchased a few internal flights for my trip. My trip was for January 2023 and my flight to New Zealand was fine. When flying from ********* to ******** on air nz and then supposed to fly ******** to ********, we were diverted to a random city because of flooding in ********. Thats not their fault but what is their fault is they never rebooked up for five days, left us stranded and its impossible to talk to anyone there. I has to buy my own ticket home and tried to get the return canceled for money. Five emails, multiple tweets, ten attempts to call (but got disconnected or would not answer) and I cant talk to them and they have my money.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I put a bid in for a $514 US, which is approx $820 New Zealand sky couch for my flight home from New Zealand. Flight # ** 28. I got an email 11/28 telling me my sky couch upgrade was unsuccessful and that I would not be charged. I was immediately charged! Upon going to the gate Tuesday 11/29, I told them that I got charged and asked if I was getting a skycouch. They informed me, as the email did, that I did not win the bid and Id have a regular seat. I told them I was concerned about the charge and they said it will come off. I told them I was skeptical because I bid before and if I did not get the upgrade I did not get charged and that I did not want to be on hold for hours with air NZ. They all kind of shrugged and no one helped me. When I got on my flight, I sat in a regular seat 52b. No upgrade. Ive been on hold twice for four plus hours with NEW ZEALAND air and no one ever answers. This is why I wanted the staff at the airport to correct this. Again, I DID NOT GET THE UPGRADE and this charge should not be on my card! Reservation number BINF3H

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