ZOOM AIRLINES review : 26 June 2008 : by K Gray

Customer Rating : 1/5

I cannot believe that Zoom can be allowed to get away with this attitude. All they could say was "It's in the small print". Nothing about the fact that my once in a lifetime trip for my silver wedding anniversary was blown out of the water. Luckily after many hours spent trawling through airline websites we managed to get flights on the dates we wanted through Virgin, but they cost us more and I had to find £2,000 until the refund from Zoom came through. And Zoom have the cheek to advertise - they should hang their heads in shame. In your trip experience rating you don't have a box low enough to ever begin to show how low I rate Zoom .

ZOOM AIRLINES review : 25 June 2008 : by T Wilkes

Customer Rating : 4/5

London Gatwick to Fort Lauderdale premium. Out bound flight on time. Excellent service and loads of room. Flight back excellent - via Bermuda with only 50 min stop to load passengers and bags. This routing is an excellent way to get to the parts of Florida that are more 'real'. A mere 2 hours easy drive to the Gulf beaches and 30 mins to Miami.

ZOOM AIRLINES review : 20 June 2008 : by D Griffiths

Customer Rating : 2/5

I find Mr. Hinkles' comments amusing. Currently the excuse for changing flight schedules is high fuel prices. What then was the excuse for changing my flight from Toronto to Cardiff (May 25th to June 16th) twice back in December?? I would love to give this airline a higher rating because our flight experience was quite good, but it's all about confidence. If I incur extra costs due to arrival/departure date changes or destination changes, then what is the point in flying with a "budget" airline? I might as well fly with a more expensive but reliable carrier! Furthermore, your customer service department is non-existent. You only responded in writing to my complaints prior to my trip when I sent a written complaint to the Canadian Aviation Transportation Authority (I may not have that title entirely correct). Even then, your response was insulting. All of this is a great pity, since your flight crews on both of our flights were excellent. Your company makes it very difficult for anyone to make advance travel plans. I will return to flying with your competitors. Your flight crews have my sympathies.

ZOOM AIRLINES review : 18 June 2008 : by C Walker

Customer Rating : 2/5

This cancelling/changing flights scenario seems to have been going on for some time with Zoom, and is not just linked to the rising cost of fuel methinks. I booked return flights with Zoom 9 months in advance from Gatwick to JFK for April 08. About 5/6 weeks before hand they left a message on my phone to say that the flights had been cancelled. I spoke to Customer Care and was offered alternative dates or a refund. I chose a refund and rebooked with another airline who charged about £55 more than I was originally paying. The refund from Zoom did come through quickly. All in all, I would not book with them again and would pay an extra odd £50 to go with a bigger airline.

ZOOM AIRLINES review : 18 June 2008 : by L Mcguffie

Customer Rating : 1/5

Our flights to Bermuda changed several weeks before we were due to fly which resulted in us having to change our connecting flights at an extra cost and also a nights stay in a hotel in Gatwick before flying to Bermuda. The same happened to my brother who had to pay for an extra night in Bermuda (not cheap!!). He received a courtesy call after landing back in London. When he complained about the changes and extra costs he was met with a cheeky attitude and told bluntly it was part of the terms and conditions. I did send my complaint through their so called customer concerns page to be given a standardised response that has obviously been copied and pasted having not read my complaint.

ZOOM AIRLINES review : 17 June 2008 : by Jan Tyler

Customer Rating : 1/5

My husband and brother in law were due to fly to Vancouver yesterday 12 June with Zoom. Notified 10 days before flights (which were booked at the beginning of 2008) that outbound was cancelled and they would have to have a flight three days previous or cancel. An alternative flight from Glasgow via Toronto was on offer but it was stated that the cost of flights from Gatwick to Glasgow would be at the customer's expense even though the original flight booked and paid for was direct to Vancouver from Gatwick. As my husband and brother-in-law were unwilling to pay the extra cost and inconvenience of travel to Glasgow and were both unable to add another three days holiday and incur the extra costs for hotels, etc, I spent the next couple of hours trawling the net for alternative flights which we managed to find. However, this was at a higher cost than our original flights and it meant that they had to travel from Heathrow, also incurring extra costs for my brother in law travelling from Guernsey to Gatwick. We were told that this was basically tough and we should read the small print - definitely lacked Customer Service skills. We cancelled the Zoom flights and received a cheque seven days later. I feel very concerned, particularly after reading the comments on this web site and comments made by a former Canadian colleague about Zoom. They seem to be notorious in changing flights/seats/destinations. It was our first booking with Zoom and I had hoped to travel with my husband to Fort Lauderdale later this year with Zoom. He also travels to San Diego and was about to book. I think we have had a lucky escape. We will never use Zoom again.

ZOOM AIRLINES review : 17 June 2008 : by A Campbell

Customer Rating : 3/5

Vancouver-Glasgow via Calgary in enhanced economy. Punctual departure but a 1 hour technical delay at Calgary. Otherwise a reasonably satisfactory flight although the very small extra legroom (and no extra width) in the enhanced economy section makes the extra cost hardly worth while. Meal indifferent and entertainment had poor sound quality.

ZOOM AIRLINES review : 17 June 2008 : by T Rooke

Customer Rating : 5/5

Ottawa to Gatwick. The cabin crew were attentive and friendly. The food was good. Liked the idea of the survey draw that the winner could spend £25 in the duty free bar on the same flight. Great idea! The cost of the flight was almost half that of Air Canada - the other choice on the route.

ZOOM AIRLINES review : 13 June 2008 : by D Douglas

Customer Rating : n/a

I am hoping to be flying tomorrow to JFK from Gatwick. My concern is the departure flight (23 hours to go) is not listed yet on the zoom website. Later flight are listed! There is no way of checking if we are to be more disappointed customers as when I telephone we are referred only to the website. I'm getting quite anxious, but have had no email to alert us of problems. Any advice out there?

ZOOM AIRLINES review : 13 June 2008 : by H Jacobs

Customer Rating : 5/5

I have just returned from Fort Lauderdale - a most professional and friendly flying experience. All staff are friendly, cabin crew excelled themselves.

ZOOM AIRLINES review : 13 June 2008 : by P Prendergast

Customer Rating : 1/5

I was informed by message that my return flight to London from New York had been re-scheduled - ie cancelled - and would I ring back to her details and alternative plans. But can I get through on the number given? No! You would have thought Zoom could have provided a dedicated number for people whose travel plans, for their own reasons, they have disrupted. I note that the boss of Zoom doesn't say exactly why the impact of the oil price rise has involved all these cancellations. Presumably because it eats into profits if they run less than full payloads - much cheaper to pack us all into fewer flights. I have sent an e mail since I can't get through by phone. Still no reply. Really poor service. I was recommended Zoom for this particular trip. What a let-down.

ZOOM AIRLINES review : 13 June 2008 : by Vanessa Mathews

Customer Rating : 4/5

My husband and I flew with Zoom to Paris - an enjoyable experience for the most part. The staff were friendly and approachable, and snacks were nice. Most important the flights were on time. We were very happy with Zoom and will fly with them again in the future.

ZOOM AIRLINES review : 7 June 2008 : by S Shepherd

Customer Rating : 1/5

I too had a telephone conversation this afternoon with a Zoom representative who informed me that my flight on 30th June was no longer and I had to rebook for a day prior which has meant the executive lounge on 30th is useless now and I am unable to change, a loss £75! Am unable to change my car parking at Gatwick either so will have to try and rebook a day extra! Also I was assured that my front seats would be exactly the same on the rebooked flights and have just received an email and guess what they are not the same, 3 rows back! I am extremely annoyed as I now have to book an extra night in a New York hotel at my own expense. Has anyone been able to claim any money back from Zoom?

ZOOM AIRLINES review : 7 June 2008 : by Flaviano Pinna

Customer Rating : 4/5

Booked a cheap round trip London-Toronto 2 months ago. 10 days ago I received an email to inform me about the schedule change. My London-Toronto flight had been anticipate on the previous day: I was upset, because I had bought a low cost ticket Rome-London and due to the schedule change I will pay a fee to change my flight to London. So I called Zoom Airlines and I had suggested to make me fly from Rome to Toronto. They've been very kind and without extra charge in 2 weeks I'm going to fly a round trip Rome-Toronto.

ZOOM AIRLINES review : 4 June 2008 : by L Gromova

Customer Rating : 1/5

Booked with Zoom back in March a direct flight from Toronto to Paris for June, coming back in August. Now the outbound flight stops in Montreal, and the only reason I booked with them was that the flight was direct. I am very disappointed since this is for a senior and for a child. I am now dreading that they will change inbound flight as well. Never again will I book with them!

ZOOM AIRLINES review : 4 June 2008 : by Erin Chiappini

Customer Rating : 3/5

Have not yet flown with Zoom. Booked a round-trip flight from JFK to Gatwick for mid-June about two months ago. A rep called about two days ago to inform me that both my inbound and outbound flights had been rescheduled. Because I am staying with a relative in London and don't have to worry about what I'll be spending on hotels, this was only surprising, not an inconvenience. As of right now, the price (about $400 less than any other carrier I came across - probably wouldn't have been able to go if it weren't for Zoom as I am on a tight budget) has made the changes bearable. Would consider using this carrier again if I happen to be staying with family, but I'll be flying BA or Virgin if I'm paying for a bed.

ZOOM AIRLINES review : 4 June 2008 : by C Mount

Customer Rating : 3/5

London Gatwick - Vancouver return. Flights on time, meals ok - not fantastic, but then I have never had excellent plane food. The complimentary soft drinks during the flight amounted to very small glasses of water/soft drinks when I could have done with a bottle. I felt quite dehydrated by the time I arrived in Vancouver. The tv screens were not easy to view from where I was sitting - it's a shame there weren't individual screens on each seat-back, but the entertainment was good. I asked not to be seated near the toilet on my return flight as I spent my outward flight sat right next to the toilet. When I boarded, my seat was right next to the toilet again. Fortunately, the flight wasn't full and I was able to move. Legroom was adequate (but then I'm only 5'3" tall). On the return flight, we were asked to close the window blinds which I wasn't happy about as I wanted to watch the sunrise and scenery.

ZOOM AIRLINES review : 3 June 2008 : by N Smith

Customer Rating : 1/5

You think this is bad - my trip is booked for NY in June and they just told us today that our flight has been moved - same problem with others about booked hotels etc Also, prior to this we booked premium seats that vanished when they decided to change the aircraft - but they didn't tell us. My guess is they are consolidating more people on to less flights very akin to Globespan's shoddy practices - Zoom are struggling alright - they'll be gone after the summer at the very latest. I paid £344 and wish I'd just paid a tiny bit more to fly with BA - wrists slapped, lessons learned!

ZOOM AIRLINES review : 3 June 2008 : by E Brown

Customer Rating : 1/5

Any savings are lost when you count in the costs of their random schedule changes. Last year they changed my flight time on the day of the flight, which meant my prepaid, expensive room in Paris sat empty. That was pretty bad - but I forgave them. The prices are soo tempting. This year I booked my flight months in advance. Then, six weeks ago they called and told us that the flight was cancelled and we'd be returning five days later. Five extra days in London - nice but the $$$. Now it gets better. I'm writing this in the middle of the trip. After a day roaming around, I get back and see there's a message on my cell - tells me that my return flight is no more. Cancelled. 25 minutes on hold (no exaggeration) later I'm told that we can now either leave four days earlier, and lose the room that we'd found and prepaid -- or leave even later, and spend more time in London. Their terms and conditions state that they do this at their whim and there's no recourse, period. So they've seriously messed up my trip (I actually work to go back to, and pre-booked vacation times) and cost me far more than the difference in price than several of the "usual" choices. So, they've seen the last of me.

ZOOM AIRLINES review : 27 May 2008 : by Ian Mellor

Customer Rating : 1/5

Booked flights earlier in the year to travel to Toronto and return from New York in July. After many changes to both flights I decided to cancel my tickets and re-book with BA.It has been over a week and after many phone calls Zoom have still not cancelled my tickets. What seems like a cheap alternative to BA and other scheduled airlines it may cost you more if they change the dates and times of your flights (which they seem to do a lot) especially if you have pre-booked hotels.

ZOOM AIRLINES review : 24 May 2008 : by D Thurgeson

Customer Rating : N/A

Identical problem experienced. Gatwick to Toronto flights mid-June/early July. Inbound flight cancelled twice at considerable inconvenience and additional costs to us. Treacly apology from Customer Care, but no tangible help to meet extra expenses. I too am concerned re the financial security of Zoom, and possibility of collapse prior to our departure. I wonder what further changes are in store before we leave? All in all, very annoying. How I wish we'd chosen a different Carrier.

ZOOM AIRLINES review : 23 May 2008 : by D Earl

Customer Rating : 1/5

I have used Zoom in the past and been impressed. However, having booked flights from London to Toronto a few weeks ago we have now had the dates of both inbound and outbound flights changed (twice) and the same has happened to a friend. We have incurred extra accommodation and connecting travel costs yet no recompense is available. Apart from this being inconvenient and expensive for us, it gives us concern that the airline may be in trouble and that we may yet lose our flights (in mid and late June) completely. Have others had similar experiences recently, and is there assessment available as to Zoom's continuing viability?

ZOOM AIRLINES review : 23 May 2008 : by F Brown

Customer Rating : 4/5

Glasgow to Toronto economy. Vegan meal was excellent, offered free soft drinks and free snacks (eg ice cream, twix). No legroom though and seats are leather which can be a little uncomfoertable when sitting for 7 hours! Worth the money. Toronto to Glasgow premium economy overnight flight. Lots of leg room, free blankets and pillows to keep, headphones, newspapers, soft drinks and alcoholic drinks. Staff very friendly and helpful. Overall, very good experience. Would recommend premium economy for overnight flights though.

ZOOM AIRLINES review : 22 May 2008 : by T Bligh

Customer Rating : 1/5

I booked a "direct" flight from Ft Lauderdale to UK, only to receive an e-mail stating both in-bound abd outbound were now with a stopover in Bermuda. An extra 2-3 hrs to the flight and we are now missing connecting flights. I have incurred large $ expense with that carrier to change flights. Zooms' response - too bad. We acted within our rights! Looks like you do get what you pay for - poor quality.

ZOOM AIRLINES review : 17 May 2008 : by T Garnett

Customer Rating : 4/5

Gatwick to Toronto. Had been apprehensive about booking a discount airline, but price was right. Booked premium class and had a great flight. Flight left and arrived on time. Seats were comfortable, plenty of room, and service was constant. The attendants were always working serving meals, treats or beverages. Bathrooms worked, movies good.

ZOOM AIRLINES review : 16 May 2008 : by O Maxwell

Customer Rating : 4/5

Toronto to London Gatwick (via Montreal) and return 10 days later. Quick check-ins in both Toronto and London, and I received pleasant service. As someone who's 6'2" I might go for the extra leg room next time, but in no way found it lacking compared to any other economy experiences. Will definitely fly Zoom again.

ZOOM AIRLINES review : 11 May 2008 : by J Ramsey

Customer Rating : 4/5

London Gatwick to New York with Zoom for the first time. We got a good deal and a free upgrade to Premium Economy so decided to risk it. Flights were on time, check ins were stress free, seats were comfy with plenty of legroom, flight attendants were attentive and friendly, food was fab (goodies such as cookies and ice cream as well as a main meal and a pastry snack later in the flight), and drinks were free flowing. I can't comment about the economy standard but I would recommend Zoom.

ZOOM AIRLINES review : 29 April 2008 : by J Marshall

Customer Rating : 1/5

I have not yet flown with Zoom, but was booked to fly June 2008 to Halifax , return July 2008 to Gatwick. When checking my flight times on their website, I found that my flight had been changed. Instead of flying out from Gatwick to Halifax on my departure date, according to them I was booked to fly from Ottawa to Gatwick! When I rang to tell them about the error they'd made, I was told that both my flights had been cancelled. Why hadn't they told me? No reasonable answer forthcoming. I am unable to take any of the other flights offered and have had to book with another carrier on the same dates. I wouldn't recommend this company to anyone. Customer service is non- existent if you haven't been able to fly with them. You end up in a kind of phone/internet loop going nowhere. I'll keep well clear of them in future - this has been a costly mistake for me.

ZOOM AIRLINES review : 29 April 2008 : by Vicky Sayern

Customer Rating : 4/5

Return MAN-YYC. Took this flight as part of a package, and working in the industry was quite pleased we weren't flying with Air Canada. Outbound flight departed on time. Cabin crew very attentive, and food and drink of a good standard for a so called 'Low cost airline'. There was a small issue with the IFE which we pointed out to the crew (film was jumpy and unwatchable) they rewound it to the beginning and it was fine after that. All toilets and other facilities appeared to be in working order. Return flight delayed about 45 minutes coming in from the uk. Therefore we had a slight delay in boarding, but nothing major and looked like we would take off on time, however 17.00pm scheduled departure time came and went at around 17.20pm the captain apologised for the delay and said we were waiting for water to be loaded onto the aircraft. About half an hour later he made another announcement that there were discrepancies with some paperwork going missing regarding the weight, we were waiting for this to be sorted and then we could leave. Finally took off 19.00pm so 2 hr delay on ground, but we were given cold drinks (orange juice or water), and we were kept informed. One toilet was broken on the way back, which when we were airborne (particularly after the delay) did cause a few problems with queues. My other niggle on the way back was that the crew did not seem so attentive. But overall it was a lot better than many other scheduled flights I've taken.

ZOOM AIRLINES review : 28 April 2008 : by Philip Rosen

Customer Rating : 3/5

Although flights both ways (to/from France from Montreal Trudeau) were good, the outbound flight was cancelled due to technical problems. We left the following day, however they are now being a bit difficult about refunding the taxi fare home and back to the airport. Otherwise price very good and service in flight surprisingly good for such low cost - communication leaves a lot to be desired and I have heard that cancellation is rather frequent. Obviously due to the small size of the fleet a technical problem has a big effect on the overall schedule.

ZOOM AIRLINES review : 23 April 2008 : by Kenneth McKechnie

Customer Rating : 1/5

After being moved seats with the loss of our extra leg room prior to flying we boarded the plane on our return knowing we had at least got extra leg room on the way back (£30 GBP each extra). However when we went to our seats we were told we could not sit there! Apparently a child cannot sit next to an emergency exit. Why don't they know that when you book?? So my 6 and 7 year old were moved down the plane. Of course they could not sit alone so both adults also had to find someone else to swap with. Eventually I sat with my 7yr old and my wife sat with my 6 year old. 2 people too drunk to walk sat next to the exit instead. (supposedly they are in a better position to open it than an adult sitting with a child). What really annoys me now though is that having charged me extra to sit in seats that they would not let me sit in, they don't even have the decency to refund the amount I have paid extra for these seats. I know other airlines cost more but at least you can book and be certain your flight and seat actually will exist! It's really a shame because the flight was otherwise OK and the staff onboard were polite and courteous. This airline really needs to get it's booking and customer care system sorted.

Zoom Airlines review by John Bungey

23 April 2008  Customer Trip Rating :

Gatwick to New York. Having done this trip with Virgin and BA, I was slightly taken aback at the primitive inflight entertainment and rather tired seats. But for the economy price, not a bad journey. This helped by the plane being only 60% full both ways, giving the family a chance to stretch out. The route via Bermuda is an odd - and long - one. The compensations though were the price, reasonable food and relaxed but attentive cabin staff.

Zoom Airlines review by David Cunningham

16 April 2008  Customer Trip Rating :

Upgraded to Premium Economy for both legs of journey from Glasgow to Calgary. Plenty of room both legs and width but seats not comfortable for long haul, not enough padding to be truly comfortable. Food reasonable and service efficient, but no smiles or extra effort from cabin staff. Premium check-in at Glasgow helpful and fast but no such facility at Calgary - why not? Glad I paid for the Service Lounge in Calgary as there was a delay in the flight leaving for Glasgow, at least I was comfortable. Both flights very busy and Premium quite full of families with babies on return leg, not much chance of sleep. Despite being a relatively comfortable flight Zoom just offer charter standard flights at a slightly reduced scheduled economy fare. Personally, in future I will pay the extra to go with a schedule provider when going long-haul. The B767-300 is quite a small plane for long-haul even being "up front" it still has that feeling of a lack of space overall. The planes also have that tired feeling, I believe Zoom do not have a large fleet and can be prone to mechanical problems causing delays/cancellations. Overheard a steward on outward flight telling member of flight crew that (and I quote), "I will be glad when this plane goes in for its overhaul and is replaced with newer version"! Not really what a passenger is wanting to hear! Would not be in a hurry to fly again with Zoom and, could not really recommend it to anyone else.

Zoom Airlines review by D Day

11 April 2008  Customer Trip Rating :

We have not yet flown with Zoom, but are booked to fly May 2008 to Vancouver , return June 2008 to Gatwick, We have had the flight times and dates changed 3 times since our booking made in Nov 2007. They have screwed up car hire , hotel arrangements, and organised trips, is this real, are they really a professional outfit which their home page tells you they are? We now wonder if our flight dates and times will be changed again within the next 6 weeks! Anybody's guess, not impressed so far.

Zoom Airlines review by Jim Smith

11 April 2008  Customer Trip Rating :

A family of four and have just flown with Zoom to New York from Gatwick. We went out economy but came back premium economy. Both flights were very good considering the price and cabin staff were excellent. Neither the outbound nor return leg was particularly busy which helped, but on both flights a member of the crew offered our younger son, who is 6'4", a different seat with more legroom. Food was typical airline stodge but basically fine. Worth paying more for the premium economy in my view - the seats and legroom were very decent for the price, and the priority baggage collection at Gatwick worked well. Altogether a good experience which contributed to our stay in New York as you obviously don't want to arrive exhausted after a lousy flight if you're only there for a couple of days.

Zoom Airlines review by B Woolton

9 April 2008  Customer Trip Rating :

I have not flown with Zoom as they cancelled my flight - twice! It seems at these prices you don't get what you pay for.