Experiences differ don't they.
My recent ones have been excellent.
Having to change a flight recently which I had booked for Hawaii on a special deal and rolling it into flight to London- needed to be by phone. The woman I spoke to was outstanding - best customer service experience I can remember. Talked me through using and confirming upgrades, best way to do it, etc etc. This thread has reminded me I need to send a note to the Airline thanking them.
Yesterday flying home ex Auckland with my kids - lady at entrance to Koru handled printing boarding passes etc etc with a smile and welcomed us in etc.
Flight crew there and back over the weekend brilliant
Yes I have had bad experiences in the last 6 months with delays and flight cancellations. But overall - I reckon they do well.