Reply to Zip Air (Japan-LAX flight)

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[quote=Anonymous]For anyone considering Zipair Flex Biz service package, I would like to share my terrible experience.  The Flex Biz package allows for changes and cancellations.  The process as described by Zipair is (grammatical errors are left unaltered as this is a copy paste from their site)

1. Purchase Flex Biz package at the time of booking
2. While cancellation, please contact the Contact Center through email or chat. 
3. Receive voucher information via email
4. When making your next reservation, please contact the contact center through email or chat.
There is a 3% fee for the voucher and it is valid for 180 days from issue date. These are stated on their website.

Here is my experience.
1.  On July 18 2024, I purchased 3 round trip tickets with Flex Biz package from LAX to NRT for Dec 2024. 
2.  On July 24, I decided to extend the stay in Japan so I requested a change in return flight (via their contact center) from NRT to LAX to extend 2 more days.  
3.  On July 25, I received a responses stating that I will be refunded only the taxes I paid.  I replied stating that I should be reimbursed for the whole amount since I purchased the Flex Biz package.  
4   On July 25, Zipair responded stating that they will reimburse the whole amount less the 3% voucher fee.  They also stated that I can rebook my return trip using the voucher. I understood these terms and advised Zip air to proceed.  
5   On July 27, I received an email asking what language I prefer for the voucher.  Keep in mind that all the correspondence is conducted in English and I am emailing an email address specifically dedicated to English.  I replied that I prefer English.  Seemed like a delay tactic.  
6  On July 29, I received the voucher.  Zipair does not allow vouchers to be used on the online booking process.  You must book via email.   I immediately requested a booking for the flight I wanted using the voucher.  
7  On July 31, I sent an email asking about the status of the new booking as I never received any response to my new booking request.  I sent additional email for the next few days requesting the same.  I also used the chat service to ask about the status.  No one can help.  All they said was that it was escalated and they will get back to me once booking was completed.  I asked how long it may take.  They were unable to answer so I waited another few days.  I asked daily on the status of the request as I wasn't sure if they even received my request.  No one could help.  THEY DO NOT HAVE A PHONE NUMBER!!! 
8  After numerous chat sessions and emails, they finally responded on Aug 5.  They will book the flight but they wanted an ADDITIONAL $484 for the new flights after deducting the voucher.  At the time of my initial request for a new booking, the price for the flight was $520pp.  By the time Zipair finally processed the rebooking, the price had increased to $651pp.  The price increased to this level 1 or 2 days before they finally rebooked.  They also asked for my credit card information which I clearly included in my original rebooking request.  I wondered whether they were delaying the process even more so that they can charge more when the price increases again.  I didn’t understand why I should have to pay extra for THEIR DELAY in processing the booking.  Considering the slow response on their side I was more than frustrated and opted to just accept the extra charge.  
I have not taken the flight yet so I cannot comment on the actual flight but it makes me wonder… If what they say is true that there is insufficient staff to rebook a ticket in a timely manner, what other processes have been  compromised?  I hope aircraft maintenance and safety is not one of those compromised as I will be flying in December.   
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