KEY POINTS:
Emirates is the country's preferred airline for international travel, a Herald survey of air travellers shows.
The Dubai-based airline, which began operating from Auckland less than four years ago, was given the top rating for its service, including value for money, comfort, food and drink, and entertainment.
Singapore scooped second place in the satisfaction survey, followed by Malaysia Airlines.
But it was not such a good showing for the country's national carrier, which came eighth out of 14 the airlines ranked.
"Air New Zealand's service is awful. They are clearly flying to make money and customer satisfaction is a low priority," wrote one person.
Another said that, given the choice, she would never fly Air New Zealand. "However, as a Government employee, I have to fly it and do not welcome the experience."
More than 3000 Herald readers gave scores out of 10 across a range of categories to determine the top international airline. The result does not distinguish between flights in economy and business, or transtasman and long-haul.
Chris Lethbridge, Emirates' manager for New Zealand, said he believed the airline's success was down to its "full service and competitive prices".
"We have 600 channels of entertainment, full meals and beverage service and a chauffeur service for first-class passengers to and from the airport."
The highest single score in any category was for Emirates' in-flight entertainment. The airline only slipped up in the "convenience of flights" category, where it came second to Singapore Airlines.
Mr Lethbridge said Emirates' four flights a day from New Zealand were all evening flights which might not suit "businessmen travelling to Australia and back in a day".
"That is something we will look at and work on. Overall it's fantastic news."
Among the comments about Emirates were that the staff were friendly and helpful, and that the service was the best.
"The in-flight service is so extensive that you have arrived at your destination before you have a chance to get bored," said one.
However, there were some negative comments about the amount of leg-room.
It wasn't all bad for Air New Zealand, which scored highly in cleanliness, in-flight service and check-in procedures.
"For online booking, helpfulness and overall satisfaction, I would not hesitate to use Air NZ every time," said one person.
But it performed poorly in value for money, comfort and leg-room. Qantas also performed poorly, just edging out Air New Zealand for seventh spot.
Melanie Pohl, Flight Centre communications manager, said the survey reflected the importance of seat comfort and leg-room.
"However, it is surprising that Air New Zealand and Qantas rate so low in public perception as their seat pitches are often the same if not larger than other airlines who rated higher in the survey."
Ms Pohl said the low ratings for British Airways, Air Canada and Lufthansa "may reflect the lack of experience Kiwis have with these airlines".
A survey of domestic airlines pitched Air New Zealand head-to-head with Qantas - and saw the Australian airline come out on top.
In that survey of 3245 Herald readers Air New Zealand significantly let itself down in the food and beverage score.
Both airlines scored well on check-in procedures and booking processes, but slipped up on comfort, leg-room and in-flight entertainment.
Air New Zealand declined an interview to discuss the survey yesterday.
Ed Sims, Air New Zealand's group general manager international airline, said he believed the survey data were unreliable.
"As far as our own research is concerned, we wouldn't publish quantitative reports from such a low base."
Mr Sims said the international score "may effectively relate to transtasman flights".
But the airline "fully accepts the views of customers, whom we regularly survey on these questions".
The survey was based on a sample of 4965 respondents. Of those, 3245 had taken domestic flights in the past 12 months and 3069 had flown overseas.
A spokeswoman for market research company ACNielsen, which carried out the survey for the Herald, said the data were reliable and the sample size was "incredibly robust".
A similar survey by Australian consumer magazine Choice last week saw Qantas rated as the worst international airline by 4000 readers. That survey placed Air New Zealand third behind Singapore and Emirates.
