CB Airlines and Air Travel Air New Zealand

Air New Zealand review: Ground staff service and lack of directions on boarding pass etc

JanTC of NZ

Oct 23, 2023 8:05 am EDT

Verified customer

Featured review

I accompanied a friend who doesn't fly very often to Auckland Airport. We went to the Air New Zealand kiosks to print bag tags. There was no advice as to where to drop off bags. There was no gate number on the boarding pass. Two Air New Zealand ground staff were chatting to each other and when asked where the bag check was said Bag Drop B and waved their arms in the general direction. Unlike other airlines the passenger had to load the bags and do the scanning. No indication of how to go about it. General waving from the Air New Zealand ground staff who didn't bother to interrupt their conversation to come over. Had to ask where the gate number was another wave in the general direction of a sign with gate numbers on it. When I said that it was a poor system with no directions I was told to "move along". So, I said to the very overweight staff member that I wasn't surprised that they weren't losing weight. This was a very large staff member on Bag B drop off at 2.40 pm on the afternoon of 23 October. The staff member at the gates was also rather rude when asked if people were to go the gate. "No, passengers can't go to the gate" was the rude response from him. All these staff were from the islands. If they want jobs in New Zealand, paid for by me a taxpayer, then they need to learn some manners. I won't be spoken to again by any of Air New Zealand staff in that manner, so I request that those staff be sent on a course to learn how to give proper service to customers. I think it's high time that Air New Zealand which charges exhorbitant costs for its flights no longer receive taxpayer money.

Desired outcome: An apology from Air New Zealand and assurance that their staff are going to be sent on some customer service training that they so badly lack.

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Air New Zealand - unpleasant experience 11

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Air New Zealand Contacts

Air New Zealand phone numbers

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Air New Zealand emails

socialmedia@airnz.co.nz

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Air New Zealand address

185 Fanshawe Street, Auckland, 1010, New Zealand

Air New Zealand social media
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Sep 25, 2025
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