Mix & Match Reviews 17

Would avoid. My parents were set to fly out today. We got the the airport, I tried to check them in, realised there was only a booking ref for mix and match, and not for the airline itself. The airline staff were so helpful and roping in 3 people to look for my parents in their system. Come to find out, my parents were not booked onto the flight at all. Since it was booked through a 3rd party, airline was unable to help further. Mix and match say there's nothing they can do to get my parents onto the flight since its too close to take-off but how were we meant to know there was an issue until we got to check-in? They've agreed to refund the flight but my parents had an important event to attend tonight and now they've decided to not go since the experience was unpleasantand quite embarrassing. Would not go through them again. Save yourself the aggravation and disappointment, and book through the airline who can actually help you when you're at the airport.

Hmmmm.... I decided to give Mix & Match a go but it's quite an unprofessional and clunky service. When I paid for my flights, I was immediately debited through another third party business and did not receive a confirmation email regarding my booking. There was also no way to find out whether this was confirmed on their website. It wasn't until I called customer service a day later that I was told they were awaiting some confirmation from the airline before they could send me the confirmation email. Also not the most customer service friendly staff either but not rude. They just don't introduce you to who they are or let you know how long you will be waiting for when they are checking your flight details etc. I was also hung up on during my first call to them and had to call them back instead of receiving an immediate callback. Once I received the confirmation email, they also CC'ed another person (who I believe was another customer) into my PRIVATE flight details - a strong breach of privacy. Don't do it :(

EDIT: When I called to complain about the inclusion of another customer in my confirmation email, they indicated that there was nothing that they could do and that this person could change/cancel my reservation email. They don't have safeguards in place. Furthermore, they indicated that they had booked my return flight incorrectly through the NZ portal as opposed to the AU portal and would have to cancel and rebook my flight even after receiving an email confirmation from the airline itself. Messy.

Same experience as with others have mentioned in reference to customer service. I unfortunately made the decision to credit my air nz flights, rather than cancel and face a larger cancellation fee. It has been a nightmare trying to get any assistance from mix and match to utilise the $2300 I have in credit. Emails go unanswered, you need to call to utilise the credit, have spent hours on hold. Press 3 for call back and never called back. 5 months after requesting this credit, I have only been told now that what is displayed on website is different to what they quote on phone. It actually feels like a scam, mix and match need to be regulated. I have been quoted nearly $1000 more for the same flights I see online. If I had known it were to be this difficult to utilise the credit I would’ve just asked for the refund.

Filled out all the details for a flight, it said it was held for 15 minutes but was sold out when we went to pay. Waste of time; do not believe the ratings on Feefo they were probably bought by the website.

Terrible service, will never buy through these guys again, charge extortionate rates to change bookings.

No customer service, no way to get in contact. Website is NOT user friendly, its impossible to find any information once you have bought your tickets. You just get lost in the ethers with no way of making any contact. Have requested information - never hear a thing back from them. Would NOT recommend at all.

Another shoddy onseller offering prices that don’t exist to try and get clicks and then offer higher prices (more than direct from Air NZ in my case). To say the reason is that the Air NZ website is glitchy is rubbish with technology today. Just a marketing tactic to bump up prices. AVOID AT ALL COSTS.

Kia ora Mix & Match NZ,
I write this with a heavy heart and deep frustration.
Our whānau reached out after my daughter, a Make-A-Wish recipient, was urgently called into Starship Hospital for a heart transplant. Because of this, her Nan (my mum) and her Aunty (my sister) were no longer able to travel. We provided medical documentation explaining everything, trusting we’d receive some awhi or basic compassion in return.
Instead, we were asked to provide even more, like a whakapapa and birth certificates, just to prove their relationship to my daughter. Those documents are back home in Okaihau, while we remain here in Auckland supporting her recovery. There was no way to get those to my mum and sister.
We weren’t asking for a refund. We just hoped for a credit note or any form of support during this traumatic and unexpected time. But we were met with roadblocks, ignored, and treated like just another number. The original flights cost around $1300 to Queenstown, and we were told it would be another $500 just to change dates. Yes, we read the terms and conditions, but it’s clear you didn’t want to hear the reality we’re facing.
We’ll never make the mistake of booking through Mix & Match NZ again. Next time, we’ll go directly through the airline, where there’s a better chance of being met with humanity and understanding.
Please do better. Emergencies like this don’t come with notice, and whānau in crisis deserve more than cold policies and red tape.
Ngā mihi,
Aroha mai, aroha atu 💔

I recently booked overseas travel with Mix & Match after my daughter used them & said she had no problems. Cyclone Alfred hit & my flight out of the country was cancelled. I was very nervous about having booked through a third party so I emailed, they promptly responded & when I called Debbie could not have been more helpful. She rebooked my flight on the call & as my return flight was not effected she advised to leave this until closer to the departure time. When I received the email on the return flight which was through a different airline I again called & this flight was also rebooked. There was a very small charge for this which Mix & Match waived. Could not have been happier with the service provided given the amount of travellers that would have suffered disruption to their travels. Will definitely have no hesitation in using or recommending these guys. Service was FABULOUS!

I have used this Web site for years without a problem until today. Flights to Australia, my son gets sick and couldn't fly, so I get a doctors note, paid $100. Then heard nothing from them once I sent it through, air nz did their job and put it in credit and forwarded to them to contact me for $160 fee to keep the credit. Knowing I was flying at 7am the next day the mix and match customer service never contacted me till I was on my 2nd flight in Australia and gave me 2 hours to see their email and respond.
Where I should of had communication the previous day and heard nothing. So I lost $600 because of poor communication and them not doing their job. Never again will I use this website. Thanks for nothing

Worst place to buy tickets from.. don’t waste your money and time with them.. they don’t take responsibility of their actions. Re-booked my flight without even bothering to ask if I can travel at that time.. i will never buy from them..

I have used mix and match for many years. I was considering cancelling my 2 airline tickets to Singapore and was told I could get a $1648 credit with Air New Zealand so cancelled the flight.
It is sad indeed when I have a credit of $1,648 and cannot even use it on a $1,097 flights without paying a further $692
That means a trip to the gold coast if I took Air NZ,s offer would cost me $2,340 when I can buy seats on the same flights right now for $1097.
How any business can do this is beyond me.
It is Air New Zealands policy that caused this but Mix N Match should have given me this information prior to my cancelling the flight so I could make an informed decision.

Called to change a flight date. I have no problem with the long waiting time as it really gets busy, however being rude, unprofessional and not upholding to their own condition is not part of the customer service job. This oh so called "Maria" answered my call, collected the details and put me back on hold. I waited for another 20 mins only to be told that rebooking a ticket cost almost 600NZD, this is almost the same as paying a new ticket which is $800 lol. I asked how much the cancellation fee is, then put me again on hold and came back to tell me i will only be refunded 300NZD which is not much then ended the call. So unprofessional and rude of this "Maria", didnt even gave me a chance to talk. It is clearly stated in their condition that "any (booking) changes will incur a $60 NZD for international flights, and any cancellations will incur a $100 NZD fee for all international bookings". Just because I asked for the prices does not mean I didnt read the conditions attached to the original booking. And if someone didnt read the condition would probably fall for it and pay way more they should. What a way to scam people lol. Called again to finish the business and ended paying not more than 300NZD for the rebooked ticket, this is considerably fair as 60NZD goes to them and the rest to the airline.
To all customers, this is a trusted company, however, be vigilant and read their conditions. and if you're someone who often change flights due to unexpected reasons, better book a flexible ticket and always read their conditions. Also ask a breakdown of the price given if it is questionably high.

Mix and match. Absolutely horrible company. First of all the overpriced flights which are way over what you would pay if you had booked straight from the airlines. Second, I needed to reschedule my flights to an earlier time so I called them in hopes they could atleast price the ticket difference. But! I was met with a rude customer service operator who apparently couldn't even price the ticket change and apparently gave control to the airline to change the ticket. I then called the airline to which I was suprised in hearing that the they did not give the airline permission to change the ticket. I then called after hours to which they responded since I needed the ticket changed asap to which they said they can only change the ticket during the operating hours. I then called back within their hours to which they AGAIN say they cannot change the ticket for the same reason to which we said we have called multiple times and called the airline in which they did not help and then they give a bad tone and a rude reply and said they will ema the airline and gets back to us the next day. ( We have been trying to change the ticket for 2 days at this point mainly calling within their operating hours). I then figures it out with the airline and paid them the change of ticket expense which was $542 ish including their handling charge of 60 usd. As I am finally on my way back home they email us back saying the ticket change would cost a whopping $8400!!!! ARE YOU SERIOUS. Completely hopeless useless people who clearly are not trained well enough to simply change a tickets date nor following up on what they say over the phone. If you are happy to pay much extra for your ticket and deal with a rude group of people when you nerd them then go with mix and match.

Today I had issues booking my husband's exit seats on the mix and match website. We are flying to Korea so it is max 10hr flight one way and my husband is 6'6. I emailed and got a response in less than a few hours and an amazing customer service agent by the name of Lee assisted me and got it done and even booked my seats. Thank you Lee! I am a very satisfied customer of your quick and friendly service.

Mix&Match continually advertise flights on Kayak that they won't allow you to book.

I have now tried at least 6 times to book the flights on different days of departure over the past month.

Every time they waste my time and tell me right at the end of entering all details (AGAIN as they say they will save your details but do not) that the flight is unavailable
A few minutes later they are back advertising it again.
Is this even legal?
I suspect not

They are either incompetant or crooks.

Spoke with a “Sarah” today after being on hold for almost 40mins. Asked if I could change my booking and unfortunately only had a an airline reference she proceeded to immediately tells me she can’t do anything and apparently checked my number and said I’ve never called their office and that i probably didn’ book with them. When i told her that I have called them before and given the reference number without issue she tells me she cant do the same. Said apparently i don’t have a flight with them i asked her how does she even know when she doesn’t even know any of my flight details , obviously lazy to do her job and offered no solutions whatsoever . Worse company to deal with i asked to speak to someone else who can assist and apparently shes the one in charge no supervisor. I don’t know what caused this Sarah person to have a bad day and not want to do her job.Don’t bother if you want to be mucked around