Air New Zealand Complaint – Unscrupulous Practice & Breach Of Contract At Air NZ (Air New Zealand) And Zuji Hong Kong

Subject: Unscrupulous Practice & Breach of Contract at Air NZ (Air New Zealand) and Zuji Hong Kong
My Name: wkchjz
My City: Anaheim
My State/Territory: California
Country: USA
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Dearest consumers, this is a warning to all of you not to be fly on Air NZ, especially not through Zuji, an online electronic retailer for air tickets. I chose Zuji because it was the easiest way for me to book the ticket and it was slightly lower in cost compared to agent-quoted flights. However, it turned out to be my costliest mistake.

I bought a Hong Kong-London return ticket for a year. Zuji gave many options on screen. Instead of the 1 month and 3 month ticket, I paid extra for a 1 year ticket, and paid more for it, and made sure I could change the date of the ticket. However, upon return, I wanted to change the date the flight (which was allowed on my ticket and I was told that my ticket would expire in only 4 months, instead of a one year ticket). I was then told I could not book beyond this date.

I complained to my credit card company and they cited lack of evidence to proof a one-year validity. This is because on Zuji's screen option, once you have paid, they only email you a receipt by email and onscreen showing the dates of the tickets you bought and not the type of ticket (1 year) that led to the choice of purchase. This disappeared once the screen changed. Thus, I had no "proof". This ridiculous con by Air NZ and Zuji is the most elaborate and sophisticated I have encountered so far, and completely unscrupulous. It is shameful that a national airline carrying New Zealand's name could resort to these techniques.

I complained. After complaining, calling numerous time waiting online being transferred here and there and being pushed like a ping pong ball from Air NZ to Zuji and vice versa, I was told I had to pay an extra 1000 HKD (150 USD / 90 GBP) and on top of that 2 service fees 50% that amount to Air NZ for change of date and for service fees. This worked out to be 1/3 to 1/2 the fare price I paid in addition. Moreover, the economy had plunged in 2008, and the original ticket I bought was now only about half the price!

I complained and both Air NZ and Zuji refused to do anything except "extend a goodwill gesture". As a result, I could not use my ticket and it was completely wasted. This became the most exorbitant one-way ticket to London I bought, the most unpleasant flight. No wonder my flight from Hong Kong to London was about half-empty. Air NZ and Zuji's business practices are completely unscrupulous. DO NOT EVER BUY ANY TICKETS FROM THEM AND BOYCOTT THESE COMPANIES if you do not want to be cheated by unscrupulous practices.

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Air New Zealand Complaint – Poor Customer Service / Lack Of Compassion

Subject: Poor Customer Service / Lack of Compassion
My Name: lisa
My City: AUCKLAND
My State/Territory: ALASKA
Country: USA
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Just a quick email to let you know how appalling the head flight attendant ** was on our return flight Auckland to Wellington. I was travelling with my husband and two children who are four and two years of age. My husband went ahead with the two children and I carried on three hand luggage bags. Our allowance was four as four of us were travelling and paid full fair. Two bags were full and one was empty as we had taken Christmas presents with us to Auckland and didn't return with them.

As I was entering ** said to me, "is that bag heavy?" I thought how nice asking if I could manage as I had all the bags. Silly me, she grabbed the bag with a very sour face and said that's over the 7 kg, which it was not. I said that I had one empty bag and two full if she wanted I could divide them up so they each had items in them. She scowled at me and said make sure you don't hit anyone with the bags as you go down the aisle.

I have never been spoken to in a way by air hostesses, it was rude to say the least. During the flight she was most unpleasant and scowled every time she went past myself and the kids. I was so proud of my kids' behavior. Unfortunately my little girl was sick whilst she was sitting on my lap. I caught it in my hand. My husband was busy trying to get a sick bag. ** was standing right by us handing out the lollies when it happened. She turned to me and said "get up and go to the toilet."

I was so mortified and angry, my little girl was very upset and embarrassed. There was no mess as it was a small amount, one of the ladies in my row who I might add was an air hostess travelling to Wellington passed me some tissues to clean my hands, etc. The other air hostess who was serving with ** was lovely and went to the back and was coming back with some tissues to clean my hands up. Once I had my little girl settled, I went to the bathroom and washed my hands. The nice air hostess asked if everything was ok. She was so lovely as opposed to sour-faced **.

It is unacceptable that customers are belittled and made to feel small from staff especially those in customer service. Her behavior to children is unacceptable. I am sorely disappointed with her treatment of me and will seriously consider flying with Air NZ again. I know it is just one person and the other staff were lovely, but it taints the whole experience.

It is stressful as it is travelling with children trying to keep them entertained so they don't disturb other passengers, but to have staff look down their nose at you is appalling. It seems to me if she doesn't like children and can't be pleasant to customers, it is time to find a new job.

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Air New Zealand Complaint – Unscrupulous Practice & Breach Of Contract At Air NZ (Air New Zealand) And Zuji Hong Kong

Subject: Unscrupulous Practice & Breach of Contract at Air NZ (Air New Zealand) and Zuji Hong Kong
My Name: wkchjz
My City: Anaheim
My State/Territory: California
Country: USA
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Dearest consumers, this is a warning to all of you not to be fly on Air NZ, especially not through Zuji, an online electronic retailer for air tickets. I chose Zuji because it was the easiest way for me to book the ticket and it was slightly lower in cost compared to agent-quoted flights. However, it turned out to be my costliest mistake.

I bought a Hong Kong-London return ticket for a year. Zuji gave many options on screen. Instead of the 1 month and 3 month ticket, I paid extra for a 1 year ticket, and paid more for it, and made sure I could change the date of the ticket. However, upon return, I wanted to change the date the flight (which was allowed on my ticket and I was told that my ticket would expire in only 4 months, instead of a one year ticket). I was then told I could not book beyond this date.

I complained to my credit card company and they cited lack of evidence to proof a one-year validity. This is because on Zuji's screen option, once you have paid, they only email you a receipt by email and onscreen showing the dates of the tickets you bought and not the type of ticket (1 year) that led to the choice of purchase. This disappeared once the screen changed. Thus, I had no "proof". This ridiculous con by Air NZ and Zuji is the most elaborate and sophisticated I have encountered so far, and completely unscrupulous. It is shameful that a national airline carrying New Zealand's name could resort to these techniques.

I complained. After complaining, calling numerous time waiting online being transferred here and there and being pushed like a ping pong ball from Air NZ to Zuji and vice versa, I was told I had to pay an extra 1000 HKD (150 USD / 90 GBP) and on top of that 2 service fees 50% that amount to Air NZ for change of date and for service fees. This worked out to be 1/3 to 1/2 the fare price I paid in addition. Moreover, the economy had plunged in 2008, and the original ticket I bought was now only about half the price!

I complained and both Air NZ and Zuji refused to do anything except "extend a goodwill gesture". As a result, I could not use my ticket and it was completely wasted. This became the most exorbitant one-way ticket to London I bought, the most unpleasant flight. No wonder my flight from Hong Kong to London was about half-empty. Air NZ and Zuji's business practices are completely unscrupulous. DO NOT EVER BUY ANY TICKETS FROM THEM AND BOYCOTT THESE COMPANIES if you do not want to be cheated by unscrupulous practices.

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Air New Zealand Complaint – Overcharges For Baggage, What A Rip Off!

Subject: Overcharges for Baggage, What a Rip Off!
My Name: Karen
My City: Santa Ana
My State/Territory: California
Country: u
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
CHRISTCHURCH — Air New Zealand, cloaks their baggage policy on their website but no mention that they'll commit highway robbery at the airport. Our confirmation mentioned, baggage fees apply but nowhere did it say anything about charges for international flights. We had extra bags but were unable to make changes to our reservations prior to the 90 minutes required before flight departure. Knowing we'd be charged for bags but never expecting them to cost us $160 each!

One unpleasant agent suggested that we should have considered bringing extra bags. We spent 3 weeks and needed our backpacks and gear for the amazing adventures New Zealand offers. We upgraded for our return flight but somehow our confirmation didn't appear in their computers and they again wanted to charge us. If this is a company representative of the country, it's too bad.

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Air New Zealand Complaint – Premium Economy Waste Of Money

Subject: Premium Economy Waste of Money
My Name: Robert
My City: Corpus Christi
My State/Territory: Texas
Country: USA
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I have flown Air New Zealand multiple times in the past year, in fact, I've just earned Silver status and am quickly on my way to gold status with this airline. You would think the problems regarding the true, factual experiences of a more valued customer would be heeded, but this is not the case. Without whining about the details, a brief summary of the factual events are below. I am happy to discuss in greater detail, and am willing to provide details to journalists who need evidence to write articles about either Air New Zealand, or its Premium Economy class of service.

Tried to charge me a US$150 change fee to upgrade from regular Economy to Premium Economy, when the fare terms state that this fee was to be waived when upgrading to a higher class of service. Had to argue with customer service agent for 45 minutes until he finally logged in as me on my online profile and saw that I was right. I did purchase Premium Economy service at an extra cost of US$903 for an Auckland-San Francisco segment.

One of the reasons I upgraded was supposedly power ports in "most of the seats". I was told by the gate agent that no power ports existed in the Premium Economy cabin on this flight. Writing Air NZ customer service later, they now argue that this was not the case (essentially calling me a liar). This is in direct contradiction to the onboard power ports advertised on their website (ask me for a print-out of the airline's website page).

The food, which was supposed to be the same as business class, was disgusting (in particular, a fish dish). The food in regular Economy cabin has always been much better. Due to the change in daylight savings time, the crew got our arrival time wrong and therefore only Business Class passengers got breakfast. All other passengers were not offered any meal service whatsoever. This seems odd to me – why would business class passengers be served an hour earlier than regular passengers? This sounds calculated to me.

Bags of Premium Economy and Business Class passengers were supposed to be delivered at the same time – earlier than regular economy passengers. Mine were delivered a full THIRTY minutes after the other premium economy/business class passengers. Huge waste of my time.

In summary, Air New Zealand's "Pacific Premium Economy" service means a premium profit for the airline. True, you get more leg room, a cheap amenity kit, and nicer headphones, but these are small wins in the face of the other shortcomings. Most importantly, and disappointingly, my follow-ups have been completely disregarded by the company. I receive lip service but the airline will not stand by its mistakes. I cannot recommend Premium Economy on Air New Zealand. It was a complete waste of my money. I will also be trying the nonstop Auckland-Los Angeles service on Qantas Airlines in the future. Perhaps they will value my business more.

To the airline's credit, I have no issue with the flight attendants. The in-flight service was very good. However, it was the airline's complete post-flight washing its hands of responsibility that have irrevocably disappointed me, and which are the impetus for my crusade to share the truth with other passengers who regularly fly between the US and New Zealand.

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