ZIPAIR

Not Verified | Terrible experience with customer service on this airline. Given it is required to get a visa to travel to Japan and you have to be part of an organized tour we were denied access due to lack of availability on booked tours. Totally out of our control and infringed on honeymoon plans to Japan. ZIPAIR refused any form of change or refund and despite several calls and emails have left us with nothing. The worst airline experience ever from two people who fly a lot. We booked business class and are out thousands of dollars. Avoid at all cost.

Not Verified | Bangkok to Tokyo. I’ve flown many low cost airlines before, but they still served meals, offered beverages, and just had more general information. The flight attendants were there for no reason because they don’t even go down the aisle once even for water. There’s less than ten movies to choose from for a 8 hr flight. The customer service is absolutely terrible, not even a phone number on their website, and they never got back to any emails. On our way home from Thailand, we were denied boarding because they couldn’t complete the transfer due to the check in counter because outside the terminal in Japan. We couldn’t make our flight and had to buy another flight with a completely different airline. Lost over 1000$ due to this discrepancy and inability to transfer in Japan, and misinformation.

✅ Trip Verified | Avoid at all costs. I booked flights to go from Singapore to Tokyo and due to unforeseen circumstances I have been really unwell and aren’t allowed to fly. I reached out to zipair and advised the situation and the medical advise I was given. I requested a voucher or refund and will fly with them again when i can. The operator advised I would be only receiving $50 (AUD) from a $550 (AUD) refund because HQ would give anything else (exact words) I was dumbfounded that that was the response. Not even with a medical certificate would they assist with situation. I am out of pocket $500 due to something I have no control over. I wish i could honestly fly with them, Its a planned holiday but I am physically unable. Really disappointing from an airline trying to build again

✅ Trip Verified | Flight was leaving at 23.15 and after an hour and a half flying had to get back to airport due to a medical emergency of a passenger. Upon landing we were left inside the plane in the tarmac until 4:15 am and told to deplane and pick up our luggage and flight would be cancelled. Zipair did not take responsibility for the passengers and just left everyone to sort themselves out at 5am, even families with small children, their reply was “oh, there are many hotels in Bangkok”. When these situations have occurred to me always airline took to hotel, specially once we had already left ground. They didnt offer anything at all at the time… Flight was rescheduled for the next day at the same time.. upon checking in at 10pm or so, they offered a meal voucher of 300THB as compensation… couldn't they have given the voucher in the morning and not just an hour before leaving. Will not recommend to anyone

✅ Trip Verified | Zipair is JAL’s budget airline. They don’t have classes of travel, you just pick your seat (flat bed, emergency exit etc) and pay accordingly. We usually travel BA or JAL business class. This trip was last minute and JAL business was going to cost $8k. Instead we paid just over $2.5k to fly with Zipair in their fully flat seats. Your ticket includes nothing but 7kg of cabin baggage (and they do weigh rucksacks/handbags etc), a bottle of water and the seat you booked. Check in process was not good. Of course we aren’t used to queuing for check in, but here everyone queues. There is no Advanced Passenger Information loaded, so with covid added the check in process was long. Also both our cabin bags were over 7kg so we had to put a bag in the hold. (You can pay to add a bag to the hold, but you can’t pay for additional cabin baggage. They are strict on weight to the gram). We were also asked if we had a return ticket, which as it was booked at the same time as the outward trip was a bit worrying. Finally because the seat map is misleading we had not booked seats together (eg row 2 does not align across the cabin so although we had seats that were both in row 2, in fact I was sat behind and to the right of my husband. This was pointed out to us at check-in but we weren’t allowed to change our seats despite the fact that there were only 2 other seats taken in the fully flat cabin. Seats must be booked at least 24 hours before check-in and again this is enforced strictly. (We couldn’t even change seats on board although the seat on my husband’s left was free). The fully flat bed was nearly as good as JAL/BA business class (not quite so much storage). Includes reading light, table and some storage space. You can stow your hand baggage under the foot stool for take-off and landing (an improvement on the new BA business class seats). Its quite hard, but otherwise good. It was immaculately clean (again better than BA), cabin crew were excellent and it felt safe. There is no entertainment screen. WiFi is included free of charge, and a (very) small selection of films is available. The fully flat seat has a USB charging point. Fairly basic food and drinks can be bought on board by ordering via your mobile device and QI code. The onboard shop opens about an hour after take-off and closes about an hour before landing. Otherwise meals must be booked in advance. Pre-booked meals are served before the onboard shop is open, so you can’t buy a drink until after your meal. Cushions and blankets are not included, but can be bought from the online shop. In deciding whether to use Zipair you need to compare cost to convenience. If you have time to download movies, book seats in advance (there is no app to make this easy), pre-order meals, and to bring your own pre- and with-meal drinks that will help. Also to bring your own cushion/blanket if you like to sleep as soon as you get on board. For me, some of the joy was missing. There wasn’t enough meal/entertainment/shopping to pass much time for those who are not good at sleeping. Is that worth $5.5k - only you can answer that.

✅ Trip Verified | They lied about connection in Narita and we lost all of our money with no refund. They have no agreements with any connecting airlines to transfer you once in Narita, hence they denied boarding and did not offer a refund. Nor did they advise of such at purchase. Lost $1000 with this airline.