They lost my luggage (well not lost hopefully - it was delayed and still in Dubai was what I was told open arriving in Auckland) and didn't contact me for days - awful service when I tried to contact them to determine status, and the luggage still hasn't been delivered after four days. Had to wait half an hour in Auckland simply to file the lost baggage report, and then they promised to contact me within two days and didn't and as far as I can tell after multiple phone calls (the website that's supposed to allow you to track the status simply doesn't work) is that the luggage is still in Auckland but no idea if+when they're going to deliver it to Dunedin as promised. Still waiting to hear from them but everything about their delayed baggage delivery process seems just a mess - for example they claim that they called me (but certainly didn't) to tell me to pick up the baggage in Auckland from the airport, which makes no sense as they know I'm in Dunedin and had previously said they'd deliver to my Dunedin address.In-flight internet that I paid for also didn't work barely at all the entire flight, and seemed to completely block all functionality besides basic messages despite paying for full 'high-speed' internet, and I haven't heard back on any refund for that either.
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