Our flight was cancelled in Dec 16 due to heavy snow & we could not get another earlier flight to fly to Kansai. As a result, we missed our connecting flight from Kansai to Singapore.
When the flight was cancelled, everything was in chaos at PEach counter. No instructions in English & we did not know what to do. When we figured out later, all the earliest flights were fully booked by passengers.
In the end we had to queue for more than 2 hours to try to get another flight but not in time to catch our connecting flight to Singapore.
We then decided to opt for refund & book new tickets to fly back to Singapore directly from another airline.
until now, there is no refund credited into my credit card, though they said it will take 1 to 2 months. The greatest nightmare is we cannot reach the airline at all to enquire about our refund! No email address & only customer hotline in Osaka, This means that we have to make long distance calls to Japan from Singapore to just ask about our refund! And we do not know whether we can get through the line!
In summary, if flights are smooth with no cancellation or delay, it will be alright because the fares are cheap. But the nightmare happens when there is any cancellation because they do not schedule you automatically into another earlier flight & you are left on your own to solve your problem.
Worse still this airline is unreachable. Hence our conclusion is this airline serves their own Japanese people only, it is a nightmare for foreigners as you can't reach them when you are back home.