Having booked my vacation from Hokkaido to Ishigaki, all flights through peach, I arrived at the Hokkaido airport 3 hours early, excited and eager for my holiday.
My flight was due to leave at 11;00; during my check-in, the flight was announced to be delayed. The new takeoff time was 11:50.
This all happened as I was checking in.
I spoke to the lady at the counter and asked her if everything was ok for my next flight, also with peach. It was leaving at 14:30.
She informed me that everything would be ok.
I asked her again. Please let me know if there will be any issues. Because if it is difficult for me to catch the next flight, tI will not take this flight and return home to Hokkaido.
She said it was not an issue. We will land in Tokyo at 13:30, and she will request someone to meet me at Tokyo airport to assist.
Once I got on the plane, I spoke to the cabin crew and informed them about my situation. Then said they would contact the ground crew and tell them.
Once I landed, I got off the plane, and no one met me.
I ran to get my luggage, and by the time I reached the counter, they said I could not catch the flight.
I asked to speak to a manager; once he arrived, I explained my situation to him and what was said and promised to me.
He said no matter what the peach staff told me or promised me, and he takes no responsibility.
I asked because I missed my connection flight with peach. Because of peach, will they provide me with a flight tomorrow? He looked at me and said, “NO.”
I asked if I could get a refund for the flight I missed? He said, “NO.”
I asked if the airline would offer me a hotel to stay for the night as the next available flight to Ishigaki would be the following day. And he said there would be no hotel, no new flight, and no refund. Then he walked away.
I was now having lived in Japan and other counties. Japan has always been the place that offers the best service. If I had taken two different airlines, I could understand the reluctance to take responsibility for the other company.
But this was a round trip booked on the same airline. And they don’t care. Rude staff and no sympathy or compassion for a situation created by their company. When I asked Hokkaido why is the flight delayed, they said someone was late. So it caused the flight from Tokyo to be delayed. So I asked in Tokyo. Why can’t the plane wait for a little for me? No one cares. No one listens to me. They left me in Narita airport with no support.
I had to book a new flight and a hotel for the night. I lost a day of my vacation and spent extra money because of this airline. I repeat, no support, no compassion, and zero customer service for a situation of their own making, and the customer is left suffering.
I will never fly with them again, and I encourage anyone else not to use them if you have another choice. Better pay the slight difference in price and travel with ANA or JAL. They truly take care of their customers.