✅ Trip Verified
| On January 23, 2020,our flight back to Tokyo Narita from Hiroshima at 20h10, we were told that it was cancelled and we have to go online to change the flight and call the service line for help. Nobody from Spring Airlines was there, it was JAL people who gave us the info. In your terms and conditions it’s written that you have to take care of your passenger. At least assist them, even so much as a "go this way" would have been something. We had to take a hotel for the night, that was unexpected fees for us. We went online to rebook our flight for the 24th, unable to do it. After a few hours, we were able to start the process, but at the last step we always got an error message saying that because the flight was less than 36 hours ahead we couldn’t have any meal accommodations, from there the whole thing just cancelled itself. We were unable to rebook the flight for the 24th. In the morning of the 24th, we tried again and the only options available was to book for the 25th. We tried to call the service line after 9am, we only got an automated message in Japanese, no message in English. Since it was a day trip for us, we didn’t have any clean clothes. We couldn't pay for another hotel night since we are already paying for a hotel in Tokyo. We had to take the Shinkansen to be able to go back to Tokyo, that was another unexpected fee. Today February 05, 2020, thus far Spring Airlines Japan has done everything to avoid us. Their service line still won't take our call. At Narita airport the Spring front desk person can't help us and just says to keep sending emails to their customer info, to which we've had no replies since January 24, 2020 when we started doing it.