"I would just like to publicly acknowledge the fantastic way in which your team handled the cancelled flight NZ246 from Bali to Auckland," she wrote.
"Although there was a bit of (expected) chaos at the airport as soon as it was cancelled, everything there after was great. We were well informed, receiving updates via hotel staff, text, email and through the Air NZ app. Your crew on the new flight were happy and understanding and the free glass of sparkling wine was a nice touch.
"I'm looking forward to spending my duty free voucher that you've gifted all passengers.
This experience certainly hasn't changed my view on Air New Zealand and I'll definitely be flying with you again.
"Thanks Air New Zealand. You guys rock."
Another passenger was less impressed though.
Jay Clark said there was little communication from the airline about what was happening, and she only found out from the hotel receptionist that they were staying in Bali for the night.
"I thought it was a bit of a shambles, it's really made me think twice about travelling with them again."
Messages on the Air New Zealand app were few and far between, with gaps of about 16 hours between bits of information, she said.
Clark has missed three days of work in her new job, and hopes she can claim for them on her insurance.
She said economy passengers were given a $150 duty-free voucher, and business class passengers received a $300 voucher.
