I am a kiwi living in the UK and recently flew home for a visit. On the return flight from NZ to UK I got a broken chair which reclined at random times by itself. I was promised the offending chair would be fixed at the Hong Kong transit. It wasn't. I was then given the option to re-locate to a worse seat which I did. It was a 26 hour nightmare. But the worst thing was the service after the flight - none. I sent 2 complaints to Air NZ via their own feedback pages on their website - both were not only unanswered, but actually expired!! My third complaint (to a customer service (I use the term loosely) email address) was met with a £50 compensation offer. I think this is outrageous. Half of my expensive round-trip flight was uncomfortable and I get offered £50 back!!! Fly with Thai or Singapore to and from NZ. Their aircraft are nicer, their attendants are nicer and their customer service is better!