Review Time
My experience with the airline was incredibly troubling and needs to be shared. On December 25th, during flight UO627, I was sexually assaulted by a passenger seated next to me. I later provided video evidence recorded during the flight to the airline. Despite the video evidence, my complaint was dismissed. A customer service representative informed me that because I did not report the incident at the time, they could not verify it occurred. This disregards the fact that victims of sexual assault often experience shock and fear. The airline refused to issue a refund or any meaningful resolution. The only offer was a voucher for future travel with them, which was worth only a small portion of a one-way ticket. Providing a future-flight voucher after a sexual assault is inappropriate and demonstrates a lack of concern for passenger safety. Additionally, I faced extra baggage fees after being required to weigh two bags at check-in, while another passenger was not asked to weigh any. When I raised this concern, the airline denied that it happened. This experience highlights a troubling pattern of dismissal and lack of accountability. I do not feel safe flying with this airline and would not recommend it to anyone.
The airline's system is frustrating. It was extremely challenging to buy a ticket online — I could only finalize the purchase using a mobile payment option. Moreover, the company seems ill-equipped to assist passengers from various countries. My baggage was over the weight limit, and I had to pay an additional fee, but three different international cards were declined due to the airline's inadequate payment processing. It was a significant hassle to pay the unreasonable charge for my checked bag. They only accepted cash in the local currency, and the system rejected all non-local credit cards. Customer service was unable to provide any assistance or alleviate the stress of the situation.
The airline's system is a complete mess. Purchasing a ticket online was incredibly difficult — I could only complete the transaction using a mobile payment method. Additionally, the company is not equipped to handle passengers from different countries. My baggage exceeded the weight limit, and I had to pay an extra fee, but three different international credit cards were declined due to the airline's faulty payment system. Paying the exorbitant fee for my checked bag was a major hassle, as they only accepted cash in the local currency, and no non-local credit card was approved. Customer service offered no help or relief from the stressful situation.
When booking, there are four options: Ultra Lite, Lite, Essential, and Max. Prices start at $60 USD for a small personal item, but these rates do not include any airport fees or fuel surcharges, which you discover only halfway through the booking. This skews results on flight comparison sites, causing frustration. Additional charges include various fees that inflate the total significantly. The biggest issue is that when you pay for the 'Max' option, you're misled into thinking you get an extra carry-on, but it actually reduces your personal item limit. This feels like a scam.
I was charged an extra HKD300 for hand luggage that was under the weight limit and size restrictions. I was told that my small bag was considered hand luggage included in the fee, while my suitcase was not. It felt like a scam, as I have never experienced this level of poor treatment with other airlines.
I was denied check-in for my flight on the grounds that my passport was too damaged for immigration. I had to book another flight with a different airline that day, and I had no issues getting my entry visa. The airline offered no refund despite the circumstances being their fault. It's best to avoid this company.
I paid extra for seat selection and carry-on baggage, yet non-paying passengers took over my seats and overhead space. The staff did nothing, and one passenger even held me down to stop me from retrieving my luggage. The total fees were comparable to a non-budget airline, yet the experience was subpar, with no reclining seats, no entertainment options, and a poorly ventilated cabin.
I regret to say that I align with many negative reviews here. Their cabin bag policy is outdated; it's unrealistic to travel without some form of cabin baggage. Despite my ticket specifying a cabin bag, I was forced to check it in at the Tokyo airport. They are inflexible and seem more focused on profits than customer satisfaction. I attempted to pay with multiple credit cards, but they were all declined, pushing me to withdraw cash instead. It's clear they prefer cash to avoid credit card fees.
I booked a flight through a booking platform and found out that carry-on bags either aren't allowed or come with outrageous fees. Online check-in is similarly problematic, as seat selection incurs additional costs. The flight itself was acceptable but the booking process was frustrating.
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