Outbound LHR – HKG – AKL – CHC. Return AKL – HKG – LHR Business Class. First International flight with Air New Zealand and it will definitely be my last.
Arranged for the chauffeur pick-up with the Air New Zealand Customer Service desk. Pick up was to be 60 miles from Heathrow and I requested it for 3pm (9pm flight however from previous experience I knew there could well be delays especially as this was rush hour on a Friday evening). Air New Zealand confirmed the booking however the only time they would give was 3-4pm. I called from the pick up point at 3.15pm to request an expected time of arrival for the taxi and was informed there must have been an error as the taxi was not booked until 6pm.
Assuming the taxi arrived on time I would then have 3hrs in which to complete a car journey that takes at least 1hr 15mins with no delays and complete check-in and get through security at Heathrow. When I explained this was not acceptable I was told to make my own way to Heathrow as there was nothing that could be done. I spent GBP115.00 on a taxi and fortunately arrived with sufficient time to check in and complete security (this took 50mins using the ‘express lane’).
The receptionist at the United Airlines Lounge had been informed of the mis-hap and showed me into the first class lounge (see lounge review). I was informed I would be called when the plane was boarding. No such luck. When I enquired at reception I was informed I had been ‘forgotten’. The gate was at least a 7min walk from the lounge and I was the last but one person to board the plane. I was seated in the forward cabin and can only emphasise previous comments. The bed was akin to a slab of concrete and requests for an extra pillow cannot be met as ‘they only have sufficient for one per seat’. The position for the chair controls is ludicrous because if you choose to twist your body to get a glimpse out of the window you are more than likely to touch them and you will find yourself sinking lower to the floor or that your table has popped up, this can be very annoying if the person behind you does this often as it will be slammed back closed and can jolt you especially if you are trying to sleep, rather like economy seats where the tray is slammed back into the locked position.
Furthermore, I requested fruit and was given grapes which were mouldy, sadly I had already eaten several as I was reading at the time. I requested to speak with the flight manager who came 25 minutes later and looked at the grapes and said he would report it. I was reading as there was no in-flight entertainment, not an issue on the first flight as I tried to get some sleep. When re-boarding in Hong Kong we were given a piece of paper which I realised was ‘compensation’ as there would be no entertainment on that flight either. The compensation was Air New Zealand dollars worth $180, however I am not a member of any Air New Zealand /Star Alliance scheme/club so this was utterly useless for me (I try to stick to BA/Quantas as I find them most reliable, talking with friends it is almost impossible to spend Air New Zealand points likewise with other Star Alliance members).
Food continued to be shocking, same desert as previous flight (2 scoops of ice cream of indeterminate flavour and a wafer) and if you choose the beef make sure you like it medium/rare. When I requested another bottle of water I was informed to fill my old one up using the bigger bottles in the cabin. Water was the only beverage available in the cabin to help yourself to and on both flights no snacks were laid out and I didn’t bother asking for one as I was fed up with surly and unhelpful crew, besides the mouldy grapes from the previous flight were starting to take effect! Arrival in AKL was uneventful although and I enjoyed the walk to the domestic terminal for the flight down to CHC, no business seating available on these flights although the crew were a delight, I actually saw Air New Zealand staff smile.
The return flight was better, I was travelling with my parents who were travelling premium economy and staying in HK for several nights. My father had a broken foot and I was allowed to take both parents into the lounge with me. This time the entertainment system was working, the gentleman next to me informed me that the last time he had flown with them and it had not worked passengers were given an New Zealand D50 voucher for the duty free shop, and that was only on one leg of the journey! 40 mins sat in the plane waiting to depart at HK but no one knew why, subsequently 30 mins late arriving into LHR although at least there was a taxi waiting for me this time (I had gone to an Air New Zealand travel shop in AKL to confirm this). Same paltry amounts of food and no in-flight bar service or snacks readily available.
One gentleman was complaining that he had to leave some luggage behind as he only had hand luggage but this weighed 12kgs, I pointed out that mine had not been weighed on any section of the journey although it was over 7kgs. I paid GBP3150.00 for this experience and I chose Air New Zealand so that I could travel with my parents on at least 1 leg of the journey. There are so many other airlines that fly similar routes and in my experience Thai, Malaysia and especially Singapore Airlines are so much better in terms of customer service and the whole journey is handled in a much more professional and competent manner and the cost is often less. The only marketing tool Air New Zealand has is the flat bed but this is so uncomfortable it is truly not worth it
Arranged for the chauffeur pick-up with the Air New Zealand Customer Service desk. Pick up was to be 60 miles from Heathrow and I requested it for 3pm (9pm flight however from previous experience I knew there could well be delays especially as this was rush hour on a Friday evening). Air New Zealand confirmed the booking however the only time they would give was 3-4pm. I called from the pick up point at 3.15pm to request an expected time of arrival for the taxi and was informed there must have been an error as the taxi was not booked until 6pm.
Assuming the taxi arrived on time I would then have 3hrs in which to complete a car journey that takes at least 1hr 15mins with no delays and complete check-in and get through security at Heathrow. When I explained this was not acceptable I was told to make my own way to Heathrow as there was nothing that could be done. I spent GBP115.00 on a taxi and fortunately arrived with sufficient time to check in and complete security (this took 50mins using the ‘express lane’).
The receptionist at the United Airlines Lounge had been informed of the mis-hap and showed me into the first class lounge (see lounge review). I was informed I would be called when the plane was boarding. No such luck. When I enquired at reception I was informed I had been ‘forgotten’. The gate was at least a 7min walk from the lounge and I was the last but one person to board the plane. I was seated in the forward cabin and can only emphasise previous comments. The bed was akin to a slab of concrete and requests for an extra pillow cannot be met as ‘they only have sufficient for one per seat’. The position for the chair controls is ludicrous because if you choose to twist your body to get a glimpse out of the window you are more than likely to touch them and you will find yourself sinking lower to the floor or that your table has popped up, this can be very annoying if the person behind you does this often as it will be slammed back closed and can jolt you especially if you are trying to sleep, rather like economy seats where the tray is slammed back into the locked position.
Furthermore, I requested fruit and was given grapes which were mouldy, sadly I had already eaten several as I was reading at the time. I requested to speak with the flight manager who came 25 minutes later and looked at the grapes and said he would report it. I was reading as there was no in-flight entertainment, not an issue on the first flight as I tried to get some sleep. When re-boarding in Hong Kong we were given a piece of paper which I realised was ‘compensation’ as there would be no entertainment on that flight either. The compensation was Air New Zealand dollars worth $180, however I am not a member of any Air New Zealand /Star Alliance scheme/club so this was utterly useless for me (I try to stick to BA/Quantas as I find them most reliable, talking with friends it is almost impossible to spend Air New Zealand points likewise with other Star Alliance members).
Food continued to be shocking, same desert as previous flight (2 scoops of ice cream of indeterminate flavour and a wafer) and if you choose the beef make sure you like it medium/rare. When I requested another bottle of water I was informed to fill my old one up using the bigger bottles in the cabin. Water was the only beverage available in the cabin to help yourself to and on both flights no snacks were laid out and I didn’t bother asking for one as I was fed up with surly and unhelpful crew, besides the mouldy grapes from the previous flight were starting to take effect!
Arrival in AKL was uneventful although and I enjoyed the walk to the domestic terminal for the flight down to CHC, no business seating available on these flights although the crew were a delight, I actually saw Air New Zealand staff smile.
The return flight was better, I was travelling with my parents who were travelling premium economy and staying in HK for several nights. My father had a broken foot and I was allowed to take both parents into the lounge with me. This time the entertainment system was working, the gentleman next to me informed me that the last time he had flown with them and it had not worked passengers were given an New Zealand D50 voucher for the duty free shop, and that was only on one leg of the journey! 40 mins sat in the plane waiting to depart at HK but no one knew why, subsequently 30 mins late arriving into LHR although at least there was a taxi waiting for me this time (I had gone to an Air New Zealand travel shop in AKL to confirm this). Same paltry amounts of food and no in-flight bar service or snacks readily available.
One gentleman was complaining that he had to leave some luggage behind as he only had hand luggage but this weighed 12kgs, I pointed out that mine had not been weighed on any section of the journey although it was over 7kgs. I paid GBP3150.00 for this experience and I chose Air New Zealand so that I could travel with my parents on at least 1 leg of the journey. There are so many other airlines that fly similar routes and in my experience Thai, Malaysia and especially Singapore Airlines are so much better in terms of customer service and the whole journey is handled in a much more professional and competent manner and the cost is often less. The only marketing tool Air New Zealand has is the flat bed but this is so uncomfortable it is truly not worth it.
Ok, if you get on the flight.,
May 04, 2007
reviewer: James.
from London
Flew Economy from LHR to Lax on 31st MArch, returning 14th April. 777 was nicely fitted out although no choice of meal and food very average.
On return we and 15 others were bumped from the flight and had to return home a day late. Apparently it happens on almost every flight back from LAX since they withdrew larger 747s. Bumped passengers included some in transit!! Compensation package poor, e.g. no telephone calls, meals not provided as agreed. Customer service have also failed to reply to correspondance 2 weeks on.
In summary, with only one overbooked flight a day, small aircraft and zero customer care it is probably safer to fly BA or Virgin.
Not the best,
Apr 13, 2007
reviewer: globetrotter1
from uk
flew the new London - Hong Kong - Auckland route both ways, four months apart on the refurbished 747s. Economy of course.
main gripe is that the armests don't go up fully, so if the flight isn't full you can't make use of the seat next to you as the armrest is in the way. Seat pitch is good but seat width is not so this is an issue.
crew on one sector inefficient and not friendly, with very slow service and took nearly two hours to switch on entertainment system. Food ok. No online or early check ins (hence a night on the floor at Hong Kong due to the schedule) and don't expect good facilities airside at Auckland, only feeding option was a burger king.
unlikely to use them again unless they are really cheap.
Great airline, good service, excellent value for money,
Mar 30, 2007
reviewer: Chris Lalor
from Belgium
Flew in economy from London Heathrow to Hong Kong. Heathrow is chaos at the best of times and this was 7 o'clock in the evening, the place was packed. Only 4 check-in desks open for economy and this being a full flight (400+ passengers) it took far too long. Boarding was well organised, important on a large aeroplane like the Boeing 747. These aircraft were re-furbished by Air New Zealand some years ago, they were wise enough to pull out some seats and now offer a 34 inch pitch seat, great for a 6ft 3inch tall person like myself, most other airlines offer only 31 to 32 inches. The in flight entertainment is first class with a large choice of recent and classic movies, TV programs, games and music. On these long haul flights of 12+ hours these personal entertainment systems are indispensable. The food was very good with a choice of European or Asian food, with wine, soft drinks and/or beer of choice. The flight attendants tended to be young and very motivated, very different from US airlines. On the return leg Air New Zealand checked our bags straight through to Brussels as we were flying on a British Midland flight and upon landing were taken directly by mini-bus to terminal 1 for the
onward leg. I would very much recommend using Air New Zealand, they seem to have gotten it right.
Compared to the rest they are much better,
Mar 16, 2007
reviewer: BJordan
from New Zealand
When I fly these days I look at the price and schedule. Air NZ to me has it all, Going to oz they have the best times and hay the food is small but damn it is tasty I would rather get a small about than larger but crap. Long haul wow they are the best the food is good and the personal tv alsome I love the playlist you can creat but the best thing is the seat pitch 34" the biggest in the sky (well that I have flown)
80s style,
May 18, 2006
reviewer: Michael
from UK
Manchester-London-LA-Auckland
First of all the feeder flight from manchester, run by AirNZ gets there 4.5hrs before the long haul flight takes off, Just what you dont need. I then embark on the Aircraft, looking like it hasent been hasent been refurbished since the early 80s. The inflight entertainment consisted of what looked like a 12inch portable television, which you never see (unlike the current advertising which quotes personal video screens) At every meal stop, they ran out of one of the two options on the menu. OK, it wasent so bad, but when you compare the entertainment and food to say Emirates (who are currently cheaper too) there is no comparison. I wont ever fly Air NZ long haul again.
Great wine list,
Jan 05, 2006
reviewer: Christabel
from UK
Air New Zealand was fantastic on the long haul flights, particularly from London via LAX to Auckland. Good food and wide ranging choice of wines also very happy to supply other drinks en route. Lovely friendly staff who could not have been either kinder or more helpful. Good leg room. Only problem with this route is the very very very boring LAX airport AirNZ departure point. Poor shops and even worse food choices. LAX could learn a lot from Heathrow/Gatwick/Manchester/Newcastle or even Southampton
First and Last Air new zealand flight,
May 18, 2005
reviewer: Anonymous
from UK
this is the first time i have flown with air newzealand, first of all our flight was cancelled without a word of warning, when we finally got the next flight, as we were sat at the back, on both occasions the food ran out and we had nothing, the plane itself was uncomfortable and legroom was limited, however this was only a 4 hour flight.
Better for the longer flights.,
Mar 16, 2005
reviewer: Anonymous
from OZ
The people with this airline are not at all lacking hospitality, the only problem I found was the state of the airplane.
I found crumbs in my seat and garbage in the pocket in front of me. A mere oversight, I suppose.
Flying 5 hours or so on this airline doesn't come with all the amenities, but if you fly any longer than that I have found that they can be ranked as high as anyone.
Write an airline review
Business Class Hell,
Nov 20, 2007
Ok, if you get on the flight.,
May 04, 2007
Great airline, good service, excellent value for money,
Mar 30, 2007
Compared to the rest they are much better,
Mar 16, 2007