Intro

Air New Zealand’s viral safety videos and #1 airline rankings create sky-high expectations.

After two decades away from this carrier, I wanted to see if the substance matches the social media success.

The short answer: they’ve nailed both the marketing and the actual flying experience.

Fare Types

Here’s how Air NZ’s trans-Tasman pricing works.

  • Seat โ€“ Carry-on only with complimentary tea, coffee, water, and snacks (but no meal)
  • The Works โ€“ Adds checked baggage, full meals, and seat selection
  • Works Flexi โ€“ Same as The Works with change flexibility

Premium Check In

Air New Zealand’s premium check-in area features timber curves inspired by bird wings, living walls, and digital art displays featuring local artists.

But it actually worked well too, no queues, efficient self-service kiosks, and expedited security access that saved time.

Air New Zealand premium check-in area with illuminated signage.
A row of airport self-service kiosks with a nearby banner from Air New Zealand, thanking passengers for kindness and respect.
People with luggage gather in an airport lounge area near check-in counters, with directional signage and seating visible.

The Lounge

The lounge was busy during my visit, perhaps too busy. I had difficulty finding seating in the 2,100 square metre space designed for 437 people.

A modern drink station with wine bottles, glasses, a coffee machine, soda dispensers, and beverage refrigerators in an airport lounge setting.
A modern lounge with several armchairs and tables facing a large wall-mounted TV. A cup is on one table, and a backpack is on a chair. A person sits on the far right.

Even good food and service can’t compensate for the stress of scrambling for seats when a lounge feels overcrowded.

The food quality impressed me.

A buffet table with plates of croissants, apple danishes, pears, and assorted pastries. Serving tongs rest on an empty plate in the foreground.
Buffet with various finger sandwiches and desserts on display, labeled with signs, and metal tongs placed nearby.
Round fried foods in a serving dish with a few crumbs on the bottom. The lid is open.

The buffet offered genuine variety with hot and cold options that rotated throughout the day.

I arrived during breakfast service and watched staff transition to lunch offerings.

A digital kiosk displaying coffee options, including flat white, latte, and cappuccino, with images of each drink.
Touchscreen displaying a notification for a coffee order, ready in six minutes. People sit in the background of a busy, well-lit cafรฉ.

The barista-made coffee was excellent, though expect waits during peak periods.

The self-serve machines in the food area provide faster alternatives when time matters.

Dessert counter with lemon-flavored mousse cups and a sliced lemon cake on display.
A buffet with vegan Snickers slices, miso dressed slaw with coriander and mint, and assorted sandwiches.
Buffet table with assorted cheeses and crackers, people serving themselves.
Buffet with various finger sandwiches and desserts on display, labeled with signs, and metal tongs placed nearby.

Here’s what their Melbourne lounge looked like during a previous visit.

A buffet with a lot of food on it.
A buffet with a variety of food on it.
A buffet of desserts on a table.
A bar with a variety of drinks and glasses.
A group of people sitting in an airport waiting area.
A lounge area with several chairs and tables.
A lounge area with black leather chairs and a white curtain.

Boarding

Boarding was welcoming and friendly, with smiling cabin crew stationed throughout the cabin to greet passengers.

Airplane interior with rows of empty black seats and seatback screens, lit by overhead lighting.

The boarding process featured crew stationed throughout the cabin, greeting passengers with genuine warmth.

It genuinely felt like the staff loved what they were doing.

Three empty airplane seats with black upholstery and seatbelts in place, positioned beside circular windows.

Inflight

Cabin Manager Tom exemplified the difference between good service and exceptional service.

He didn’t just announce meal options; he took the time to explain each meal.

It was nice to have three options instead of the usual chicken or beef

I selected the chicken teriyaki salad, served with rice and edamame. The freshness stood out immediately.

Airplane tray with a bun, ice cream, a boxed meal, and a snack bar.

The chicken was delicious, the edamame had good texture, and the rice wasn’t overcooked or mushy.

A box with icons and text: Recyclable, Compostable, Leak proof 24 hours, Microwave, Oven, Food safe. Text below says, "Zero plastic. Sustainably sourced.
Cardboard food box on an airplane tray table with recycling and composting instructions. Background includes a butter packet and cup.
An airplane meal with grilled chicken, vegetables, and a pack of wooden utensils on a tray table.
Airplane meal with a salad topped with shredded chicken, a bread roll, butter, Kapiti ice cream, and utensils on a tray table.

Wooden cutlery, recyclable containers, and minimal plastic show environmental consciousness without compromising functionality.

Good to see an airline making eco-friendly choices that actually work.

The Kapiti white chocolate and raspberry ice cream was genuinely delicious, with real fruit flavour.

A cup of Kapiti white chocolate and raspberry ice cream with a wooden spoon, placed on a tray table.
A partially eaten ice cream cup with a wooden spoon inside, on a blue surface.

Head of Culinary Justin Koen has created something distinctive: an airline food program that feels authentically Kiwi rather than generically international.

The ‘Great Kiwi Snack Off’ initiative invited 400 local suppliers to compete for onboard placement, with 14 winners including tangy lemon meringue popcorn and freeze-dried cheese.

If you’re on a Seat fare, these snacks are available for free.

Two snack packs on a tray table: one bag of BBQ rice discs with roasted almonds and another pack labeled "Primal bar.
Open snack bag with rice crackers and peanuts inside, placed on a tray table.

Thanks to Tom’s kindness, I got photos of the premium economy service.

The starter featured smoked salmon with orange slices and olives, the main course presentation looked restaurant quality.

Airplane meal tray with cheese, bread roll, butter, crackers, a packet of mustard, and a dish with smoked salmon, orange slices, olives, and parsley garnish.
Airplane meal tray with a main dish of chicken, potatoes, and green beans, a side of smoked salmon salad, cheese and rice wafers, and a roll with butter on a purple placemat.

This meal shows they get that premium economy should be premium in every way, not just bigger seats.

Conclusion

The combination of experienced crew, quality local food, environmental consciousness, and genuine hospitality creates flying experiences that passengers remember positively.

Air New Zealand sets the standard for trans-Tasman travel that competitors struggle to match.

They’ve proven that airline excellence isn’t about luxury amenities.

It’s about treating passengers well regardless of what they paid, serving food worth eating, and creating experiences that make people want to fly with you again.

Twenty years between flights was too long. I won’t be making that mistake again.

About Air New Zealand

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