ZIPAIR

✅ Trip Verified | Twenty years in the film distribution business and never once has an airline refused to allow me to hand carry movie posters in a tube until my first flight with Zipair from NRT-SIN on Nov 4th 2022. They said my poster tube exceeded the dimensions of their overhead compartment. They insist that I paid for another 23kg of check-in luggage when my check-in luggage was 19.5kg of 23kg and my hand carry was only 4.5kg of 7kg. It was very clear that they did not want to listen to my explanation that my luggage was under weight and the poster tube weighed under 2kg. They kept saying that it is company policy. The flight was less than 20% occupied. A Very empty flight. The overhead compartment would have easily contained my poster tube with plenty of space to spare. Poster paper measures 27inch width and 39inch height rolled into a poster tube (cardboard) 2 inches longer than the poster's width. The cabin crew were unsmiling patrolling the aisles like the police. I found them annoying as they made their presence felt, too much and gave out that I am watching you feeling. And it's not like they were giving out water. You have to pay for it. My pre-paid inflight meal was not bad. The expensive wagyu beef bowl is available and they seemed to have stopped selling their normal beef bowl.(minus points here) Purchased a can of Suntory Premium Beer and Pringles. Paid with a credit card but had to type in my details on their tablet. Prices were reasonable but I had to self-type all the cc details, etc for it to happen. Cash is not accepted for inflight sales. Otherwise, the flight was smooth., cabin was clean (hardly any pax) Less rigidity and friendly cabin crew may improve business. Keep your current attitude and Scoot will benefit most with their flexibility and surprisingly professional and charming cabin crew on my SIN-NRT flight on the same trip. Both flight tix were bought using the airline official website.

✅ Trip Verified | Horrible experience. They say that my luggage is too big for cabin, because it doesn’t fit a small box they had. But inside the airplane there was not only plenty of space but I’ve flown with the same suitcase carry-on for years. So they had me pay a fee to take the luggage to checked baggage. I asked them if they can make it cheaper if I take stuff out. I had 15kg. They said no, 6500 yen is the cheapest. Then I looked on the website and the cheapest was under 14kg with 5500 yen. I came to the airport 3h before departure and waited and waited at the gate. I saw then boarding two other destinations (Singapore and Bangkok) before they started with Los Angeles (my destination). I went there one hour before departure because I was worried. They said that the gates are closed and we can’t het checked in, I said I was there for 3h and not once did I hear them call the LAX flight. They eventually let all of us in and we managed to get on the plane. I just wanted the minimum amount of respect and professionalism when dealing with customers. If one of them complains, it’s maybe the customer who’s crazy. But when you have 3 passengers not checked in because they didn’t know where/when to do it, then there must be a problem with your system. Thirdly, they didn’t offer us water as a free service on a 10h flight. You had to buy it.

✅ Trip Verified | Very frustrating experience. Does not allow connecting flights at Tokyo during the time of COVID restrictions and does not inform this when making the reservation online. This is not clearly stated and feels very deceptive. Do not fly this airline and pay for something reputable.

✅ Trip Verified | Los Angeles to Tokyo. DO NOT BOOK. There is a reason the flight costs are so low. They do not guarantee or stand by their brand. The airline would not allow us to fly due Japan restrictions and would not allow any re booking, credit or refund. Every single airline in COVID times, allowed options. They were difficult to speak with and only available via chat. Spend the extra money and go with a reputable airline.

✅ Trip Verified | My son, active duty military, had a connection in LAX to go back to Japan where he is stationed. His connection landed 2 hours prior to his flight on ZIPAIR, he was informed his bag had to be re-checked at their counter prior to going through customs to board his flight. There was no agent at the counter to check his bag or father his required documents, check him in and provide a boarding pass. After multiple conversations with airport help desks and ZIPAIR customer service we ultimately had to book a flight on a different airline in order to get him back to Japan timely. Now we are just hoping that he is able to get a refund from ZIPAIR. I would not recommend using them for any flight but if you do be prepared for pricy inconveniences and no customer service. If I could rate them a 0 I would

✅ Trip Verified | I bought a flight from Zipair in July. I will flight 24 of August from Singapore to japan, and take my new flight from Japan to Brazil in 28 of August. In 22 of August I went to a clinic in Singapore and I and my grandchild did the PCR test. In 23 of August in the evening I received a e-mail from Zipair saying that my flight was cancelled. One day before the flight departure. And the next flight available will be only 28 of August (same day that my flight from Emirates will leave Japan). So I had to buy a new ticket that cost four time more from another company and I had to do a new PCR express test that cost me 280SGD per person. Total 560SGD + 2.300SGD for a new ticket. When I asked for refund the first assistant told me that the Zipair will refund the PCR test too. But when I asked for a refund, the company refunded only the ticket value. Be prepared for any inconvenience as it is not a reliable company.

✅ Trip Verified | Was not informed of needing a PCR test so attempted to change flight but was not allowed nor was refund even considered and had to buy another flight. Was only refunded "airport services fees" but not the preflight charges paid for and never used which include seat charges, meal charges, and baggage charges. If non Japan resident, you are unable to purchase travel insurance nor is there a toll free number to speak to anyone from the airline; just an outsourced ISA in a non English/Japanese speaking country who does not care about customer retention. Have a magnifying glass handy when purchasing your ticket so you can read the fine print that is meant to benefit the airline and cheat the customer.

✅ Trip Verified | Asked to change to aisle seat denied at ticket counter and on plane even though they had several open available. When I booked ticket I didn’t know or see wHere I wanted to purchase meals, I thought meals were included. I said I would pay and I had to wait over an hour till they accommodated other passengers. Then I could buy only certain and few items.

✅ Trip Verified | I got covid while visiting my brother for a wedding in Arizona. When I tried to reschedule my flight they refused, stating they would refund me the “tax” in 2 months time. I now have to spend another $500 for a new ticket on top of the $320 total for PCR tests.

✅ Trip Verified | This is the worst service I have ever received from an airline! I spent more than 1000$ USD on a one way ticket only to find that there was no phone number to verify my flight details/requirements. The Japanese and US embassy claimed that I didn't need a visa for Japan to transfer there as long as my flight was within 24 hours. Since my layover in Tokyo was 6 hours I thought I was in the clear. When I got to my departure airport, Noi Bai Hanoi International Airport, the staff would not let me board my flight. Aside from the visa I did not have, the airport staff claimed I needed a negative PCR test, all for only a 6 hour layover in the same day? I used the online chat feature to chat with what seemed like a robot (programmed in India with barely understandable English) prior to my flight. However, this robot could not inform me, nor give me any information regarding where to search for the requirements of flying through Tokyo and needing to recheck my baggage. I am now stuck on an expired visa,. In addition, I need to purchase a 2000$ USD plane ticket home.