I used Peach Aviation 5-6 times in the last 20 months and I have always been happy with the service. On February 28, 2020 Peach notified me via email that my roundtrip flights Okinawa-Bangkok were cancelled because of the coronavirus outbreak. I checked on their website and noticed a much earlier post than Feb 28 (I recall 12 but I may be wrong - now the post has been updated) announcing suspension of pretty much all their international routes for the entire month of March. I contacted Peach via the online chat and found out that in the reimbursement I would lose about JPY 11,000 out of the spent JPY 37,000 because credit card payment fee and rescheduling fees are non-refundable. I objected that it was not me cancelling and I was forced to ask for a reimbursement. Indeed their offer to transfer the flights on the same route between April 1 and 20 did not suit me and by the way I had already rescheduled once from early February to late March because of the coronavirus issue and I did not see how the situation could improve from March to April. I was treated in a very cold and impolite way as if they wanted to get rid of me as soon as possible. I asked for the reason of the flight suspension and was told they were not due to disclose. As of now there are no travel restrictions from Japan to Thailand and Peach are flying to areas with a much higher number of infected people than Bangkok according to statistics on the virus. The week before I had flown on empty crafts to Taiwan, so I deduce cancellations were made on the basis of low demand rather than safety reasons.I am disappointed. I finally lost JPY 11,000 for a cancellation imposed by the airline, I was given a too narrow window of time (April 1-20) for rebooking in alternative to a refund, the cancellation was decided based on economical rather safety reasons, the customer care was very impolite, and I now have to deal with the other reservations of this journey, internal roundtrip flights in Thailand and two hotels.I am okay with making an effort in a difficult situation like this but a bit of tactfulness by the customer care would have been much appreciated. I did not feel a valued customer and I will not use Peach Aviation again in the future.
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Peach is Japan’s first true LCC bringing low fares and a casual quality of air travel to the people of North Asia and beyond. Based at Kansai International Airport in Osaka, Peach is also rapidly expanding its network in Okinawa and Tokyo.
