2.1/10

    From 11 passenger reviews

    Lisp

    from China - March 6, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Is there a way to run a Janpanese airline company without any flights but still make profit? Ridiculous? My exeprience in 2018 Jan with Vanilla Air taught me this is possible. I booked for my family through a travel agency web site (not from VA web site). No sign of their Refund-in-30-days policy, perhaps it is an usual condition to the travel agency. Well, it is understandable if the pssenger wants to cancel the flight they should observe this deadline. But no, Vanilla Air cancelled the flight and blame me of not submitting the request for refund within 30 days of the flight date (when I was travelling). Neither the airline nor the travel agency informed me of the deadline by then. VA customer service in Taiwan claims to have sent email to ta but refuses to produce proof of this contact and refuses to refer to their admin in Japan. Now, dear readers, have you figured out a way to run an airline company without any planes? You, as the airline, sell all kinds of tickets and then cancel all flights — simply wait for some of your passengers to miss their deadlines of refund claim. You got your profit there! What a great invention of business model! Well done, Vanilla Air!

    Siu wing

    from Hong Kong - January 3, 2017

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Vanilla air is the worst airline in this whole world, will not fly again ever! My luggage is built for hand carry and my luggage needed to put into their blue box for measurement. It didn’t fit into it and found out 1cm length more 37cm instead of 36cm, and charged me 6000yen. The reason why I hand carry is because of the fragile and valuable inside….and unfortunately my electronics two brand new MacBook Pro were stolen and the airline didn’t even respond to my complaints, just say that I have to check with insurance companies.

    Amber

    from Japan - November 28, 2016

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    This was by far the least accommodating airline that I have ever flown with. There were about 20 passengers, including myself and my two sisters, who took a bus from Shinjuku to Narita airport for our 910 am flight. The bus was delayed so we arrived at the airport at 845, 25 minutes prior to our departure time. The airline refused to let any of us check in to our flight, stating that it was already closed and that they stop allowing passengers to board 30 minutes prior to departure. Despite the number of people waiting to board this flight, they would not do anything to accommodate us and refused any form of refund. We were then forced to buy a completely new ticket in order to get to where we were going. Our one way ticket was now twice the price of our original round trip tickets. We will never again fly Vanilla Air.

    EDITORS COMMENT: As annoying as that is you would find the same rules apply to basically every low cost carrier. Extra time on the tarmac costs extra money. If they were to let you on then they would have to recalculate weights etc and that would mean a delay and extra cost to the airline. It’s very frustrating as the passenger but it is standard practice among the airlines

    Kristian

    from Japan - April 22, 2016

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I am a wildlife photographer with a decade of career under my belt and I have never ever flown a worst airline than this. Even the smallest airline in Africa is better than the treatment I got here.
    Every airline around the world has always let me bring my carry on with Camera equipment that is very expensive on the plane.
    The bag is made for carry on and has never been turned down ever in any airline .
    Here they wouldn’t let me board if I don’t check it in, they went through rules and regulations with me a thousand times without listening to a word I was saying and the rudeness was incredible.
    I ended up with all my lenses , camera , hardrives and computer in my lap during the flight , I physically had to carry everything through security, they couldn’t even give me a plastic bag and the hangar they take off from had no shops to buy a bag.
    Extremely uncomfortable and I will make sure no one in my business ever flies this airline again.
    Just the worst treatment I have ever had and I travel every week.

    Roger

    from Canada - March 15, 2016

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Vanilla Air cancelled my flight due to “aircraft inspection”, forcing me to frantically search for a replacement flight in less than a week’s time. By then very few flights were available so I was stuck with one at triple the cost. Vanilla Air did not offer any type of compensation. Furthermore, they notified me that they could not refund my ticket to my credit card (no reason given) and requested that I e-mail them my bank account information. This method is vulnerable to financial and identify theft, and is inconvenient to the customer. Vanilla Air does not respect its passengers, I would not take the chance with their terrible service just to save a few dollars.

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