Most reviewers were let down by their experience overall. Travelers frequently faced severe issues during the booking process, often finding that selected dates were marked unavailable, or discovering unexpected extra fees and incorrect ticket details. Payments were successfully processed, yet consumers encountered endless problems when trying to modify or cancel their trips due to unresponsive support.
However, some people mentioned that customer service representatives were entirely unhelpful and failed to provide proper solutions for flight cancellations. People also struggled extensively with refund requests, receiving unwanted platform vouchers instead of direct cash returns to their bank cards after disruptions.
Do not use AirPaz! Booked a non refundable flight but changeable. Tried 3 times to move my flight and checked that seats were available each time. They would not change my flight. Customer service were useless just kept telling me to resubmit a change request. Awful company and my fault for not reading reviews first. Don’t book through Airpaz! Update. They’ve responded still of no use. Saying I can’t change my flight even though seats available on all three change requests. DO NOY BOOK THROUGH AIRPAZ. Complete scam company..
Airpaz 回复2026-04-08
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Shit website, dont repay the money of an cancelled flight. You only get an voucher. Biggest scam of all time. Also they add some high fee when your booking. Like 10€ administrative cost. Dont use there site or other platforms!
Airpaz 回复2026-04-08
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
STAY AWAY ....this company advertises as the "Official" site of some airlines...it is not. Almost fell for this until I got to wanting a $17 card processing fee on a $90 flight ...Google should ban this company.
Airpaz 回复2026-04-08
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
Booked a flight from Bali to Lombok with airpaz, they changed the flight time to an earlier time. Therefore we would miss our connection. Tried many times for a refund online & via phone with no success. Didn't realise they are a travel agent and not an airline...... we have disputed the claim with the bank but not sure we will get our money back. DO NOT USE AIRPAZ!!!!!!
Airpaz 回复2026-04-08
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Dear Airpaz Customer Support,
I am writing to formally follow up on my refund request for a cancelled Air Arabia ticket booked through your platform (Booking ID: 1035333354).
It has now been over a week since the cancellation was processed, and I have yet to receive my refund or any clear update regarding its status. I have made several attempts to contact your customer service team via phone and digital channels, but unfortunately, the responses have been unclear and have not led to a resolution.
I have also reached out to Air Arabia and trip customer service and it appears there is a lack of coordination between the involved parties, which is causing unnecessary delays.
I kindly request that Airpaz take ownership of this issue and provide:
1. A clear update on the refund status
2. The expected timeline for processing the refund
3. Confirmation once the refund has been initiated
Please treat this matter as urgent, as the delay is unacceptable and has caused considerable inconvenience.
I look forward to your prompt response and resolution.
Best regards,
Praveen Are
Airpaz 回复2026-04-04
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Very similar to a previous review. My son fractured his leg and was unable to travel. Despite submitting official documents from hospital which were accepted by travel insurance, Air Paz go out of their way to deny a refund. They constantly send generic emails until you give up. Appalling customer service and possibly the worst i have ever experienced.
Airpaz 回复2026-03-27
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Booked a itinerary from Penang to Kuching, stop over in KL total 4 1/2 hour, flight from KL to Kuching cancelled and I was rebooked to later flight, 5 1/2 waiting in Kl I asked if they could help me change the first flinght to the next and the customer (not service) said I had to contact the flight company 😡they took a fee when I booked and no help.
Beside that the agent just closed down the conversation without notice and the problem wasn’t solved, NEVER USE THAT COMPANY
Airpaz 回复2026-03-27
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
EDIT: the email response in so many words told me it's their policy and they don't care. I wish I could give ZERO stars. NEVER use them. There are much much better alternatives.
Made a mistake on my booking. Only 5 minutes later I realized it and they won't let me cancel or reschedule. This would be illegal in the US where you can cancel tickets up to 24 hours. I know they don't fall under US law, but they obviously don't care at all about customer service. They replied to me with "not our problem". I now have tickets I can't use, and can't get any refund or credit for.
Airpaz 回复2026-03-27
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
don't use Airpaz, these are shocking, they rip off so many customers, you can't change flights or get any kind of refund. I recomend using someone else even if it's slightly more exspensive. nobody will ever get back to you. just lost $1200 because the booked the wrong dates.
Airpaz 回复2026-03-27
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
Avoid Airpaz at all costs. I tried to change a flight date and was told to wait 48 hours for a response. They actually took longer than that, and then finally sent the "approval" link at 11:10 PM at night.
By 12:49 AM, the link was already "Expired." They literally gave me less than two hours to respond while I was asleep! Who expects a customer to be awake and checking emails at 1 AM to confirm a booking?
Because of their ridiculous midnight deadline, the flight is now gone and I'm stuck. Their chat support was no help and just told me to "try again," but the seats are already sold out because of their delay. This isn't a "service," it's a technical fail that costs travelers money. Save yourself the headache and book directly with the airline.
Airpaz 回复2026-03-27
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
This site should honestly be banned. I wish there was an option to give zero or negative stars.
When I first booked through Airpaz, there was a hidden currency conversion fee that only appeared during payment. Unfortunately, this site appeared as the first recommendation in my browser search, and I didn’t check the reviews beforehand — a mistake I regret.
I specifically paid extra for “refundable and changeable” tickets in case my plans changed.
Due to the regional war situation in the Middle East, I needed to move my flight. I submitted a request 14 days before departure to change the date to two months later.
My request was rejected 10 hours later, claiming that the flight I selected was no longer available.
However, when I checked again, the exact same flight was clearly still available both on the Airpaz website and on the airline’s official website. I submitted another request and it was rejected again with the same false reason.
I then called customer support and was told that the airline is rejecting their request to move the ticket and only accepting new bookings.
This makes absolutely no sense.
If the ticket cannot actually be changed, then why are customers charged extra for a “changeable ticket”?
When I asked for a refund instead, I was told that 50% of the ticket price would be deducted. How can a ticket be advertised as refundable when half of the money is automatically taken?
I have now submitted a refund request, but based on my experience so far, I am not hopeful. At this point, I am expecting an even worse experience trying to get my money back.
Avoid this website if you can. It has been an extremely frustrating and misleading experience.
Airpaz 回复2026-03-26
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Would give 0 stars if I could! WORST customer service ever!!!
I became very ill 2 days before my return flight to Sydney, and woke up in time to be, literally, 3 mins after the 48 hour cutoff. Would have been less if their change flight system was easier to use. So, essentially ‘computer says no’! I want expecting a refund, just wanted to change the flights - so, I asked the chatbot what to do - which took 20 mins because it’s so slow. It kept telling me to use their online system. So, I’m now 24 mins past the deadline when I called an actual human if I could apply for special consideration. She first told me to use the online system and when I explained that wouldn’t work she said she’d email me with details of how to apply. Which she did - but I needed a medical certificate - which took me to the next day. I submitted what they need my email and got a reply texting me to use the online system 🤦♀️ There is actually a manage my booking tab - but same deal. Meanwhile, I receive a reply that because my request is outside the 48 hour cutoff it has been denied. OMFG!
Meanwhile, I’m still receiving reminders about my flight - clearly, she never cancelled my tickets.
So, people don’t get sick and don’t apply ‘any’ minutes later than the deadline - and DON’T USE AIRPAZ!!!
Update: After checking the reply, it’s clear Airpaz is not reading my request, or understanding the situation. Yet another automated reply telling me ‘computer says no’ - so, definitely don’t use Airpaz. BTW - Virgin cannot assist and they know that, the tickets were booked via Airpaz. I will be contacting the ombudsman.
Their reply:
Dear Customer,
We sincerely understand how disappointing and inconvenient this situation must be, especially regarding the rescheduling of your flight by the airline.
After reviewing your case, we regret to inform you that we are currently unable to assist with a flight change as the scheduled flight has already passed. In situations like this, any further assistance will depend on the airline’s policy and discretion.
Therefore, we kindly recommend contacting **Virgin Australia** directly to check whether they may still be able to provide any possible assistance regarding your booking.
We truly appreciate your understanding and hope the airline will be able to assist you further.
Best regards,
Airpaz Global Support
Airpaz 回复2026-03-13
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
UPDATE [26 March 2026]: Airpaz replied here claiming they sent a "detailed update," but this is FALSE. I have received NO new emails from them, only the same automated rejections they sent weeks ago. They are trying to look responsive on Trustpilot while still ignoring a family of five stuck in a war zone. My $1,410 is still missing. Still 1 star. Still avoid.
Absolutely terrible experience. I have a family of five, including three young children, and we are unable to fly due to a war situation (Force Majeure) which cancelled our primary flight to Thailand. Airpaz has made it impossible to reach a human being
there is no phone number, no email, and their automated system keeps rejecting my refund requests without review.
They are essentially holding $1,410 of our money while hiding behind a broken chat bot.
Avoid this agency at all costs if you value your money or peace of mind.
Airpaz 回复2026-03-26
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
Criminal scum, nothing more nothing less. People assisting with the operations of Airpaz should be jailed.
Edited: THEIR REPLY IS BS, THEY DON'T GIVE A F
Airpaz 回复2026-03-26
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
I booked a trip from Phuket to Bali, which is my next trip from the UAE to Phuket, but because of the airspace closure in the UAE due to the situation happening with Iran, I'm stuck in the UAE.
I tried reaching out to customer service to request a refune, which is, by itself, a very annoying and frustrating experience due to the AI gatekeeper (supposedly to help). In the end they declined the refund, and told me the only way to get a refund is through the airline, which in turn directed mt to the provider as well.
Very bad experience and would never recommed.
Airpaz 回复2026-03-26
We have sent a detailed update to your email regarding your flight concern. Please take a moment to review it; if you are satisfied with the clarification provided, we would appreciate it if you could update your Trustpilot review accordingly
I wish I could give lower than 1 star! The airline changed my departure time, making it impossible for me to catch my connecting flight. To make the connection, I had to change my travel plans, hotel bookings, and my flight. That alone is frustrating, but what makes it worse is that they are making me pay for the change.
If you’re reading this, consider yourself warned. Look at this and the other reviews of Airpaz and save yourself the time, frustration, and possibly money by booking with another OTA or directly with the airline.
After reviewing your reply:
I will not waste any more time contacting your customer service team. During my last call, I was told I would receive an email with information regarding my issue immediately after the call. As expected, no email ever arrived. It has been a week...
Your agent insisted that the charge was “100% from the airline.” I contacted the airline directly, and they confirmed that if I made the change online, there would be no charge. I followed their instructions, made the change myself, and—just as they stated—there was no fee.
It’s clear that your standard operating procedure is to extract fees whenever possible. You may call it business; I call it misleading at best, and in this case, blaming an innocent supplier for a charge that was entirely yours. I own multiple businesses, and none of them operate this way.
I genuinely wonder how comfortable anyone can feel working for a company that treats customers like this.
Airpaz 回复2026-03-13
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
Paid Extra for 13:30 Flight, Got Forced to 09:00 | Flight Rescheduled, Request Declined, Support Useless
This has honestly been one of the most frustrating experiences I’ve had with a flight booking platform.
I paid extra to select a 13:30 flight (KIX → KUL) because I specifically wanted a later departure. It’s my last day of the trip, and I wanted to enjoy it peacefully before heading to the airport. That’s literally the whole point of paying extra to choose a specific flight time. Then suddenly the flight gets rescheduled to 09:00, which is a 4.5-hour earlier departure. That completely ruins the plan for the day. Instead of having a calm last morning, now I would have to wake up around 4–5 AM just to get ready and reach the airport by around 7 AM.
What makes this even more frustrating is how the system handles it. The platform itself asked me to submit a request because the flight was rescheduled, so I followed exactly what the system told me to do. I submitted the request through the platform thinking it was the proper step to deal with the change. Then the request gets declined, saying the selected schedule already matches the current active flight. That explanation makes absolutely no sense. The whole reason I submitted the request was because the flight was originally 13:30, and suddenly it became 09:00. The system changed the time, but when I tried to resolve it through the method provided by the platform itself, it rejected the request as if nothing changed.
Now I’m stuck in a completely confusing situation where the flight time has changed, the system refuses to process the request, and there is no clear guidance on what I’m supposed to do next. At this point I’m genuinely wondering how I’m even supposed to check in or print my boarding pass when the platform itself keeps contradicting its own information.
Customer support unfortunately made the situation even worse. I tried contacting them through the in-app chat and the website chat, hoping someone could actually explain the situation or help resolve it. Instead, the responses were extremely slow and not helpful at all. Both the AI responses and even the so-called live agents kept sending the same screenshots repeatedly instead of actually addressing the issue or providing a clear explanation. It honestly felt like they were just repeating the same thing without understanding the problem.
This whole experience has been unnecessarily stressful. I paid extra to make my trip smoother and to enjoy my last day without rushing, but instead it turned into dealing with a sudden early flight, a system that doesn’t process requests properly, and support that doesn’t actually solve the issue.
Schedule changes can happen, and people understand that. But when the system becomes confusing and the support team cannot give clear answers or solutions, it just turns the whole process into unnecessary frustration. Right now the entire experience just feels poorly handled and incredibly inconvenient for customers who simply want a clear and workable solution.
Airpaz 回复2026-03-13
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
We have bought the tickets from Seoul to Osaka 5 march 2026. Unfortunately we were unable to go to Seoul because of the war in the Middle East that stated 28 February. When we can have contacted the agency explaining the situation that many flights were cancelled so we won’t be coming to Seoul, their response was: “The company JeJu haven’t cancelled flights so the ticket is valid”. And they declined the request for refund
Airpaz 回复2026-03-13
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
I looked at flights with Airpaz and they came up with excellent prices, until you went to check out and they added surcharges of around £23 to the flight price, making it totally uncompetitive. Companies which hide unavoidable surcharges until late in the booking process are completely wrong.
Airpaz 回复2026-03-13
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
They were totally unhelpfully in my request for a refund due to me not being able to get to Vietnam because of the disruption in Dubai I had to czncell my trip all other airlines and hotels I had booked were sympathetic and gave refunds.
Do not use this booking site, terrible service, go direct to the airline
You requested my details on your reply, airpaz no. 1032996155
Airpaz 回复2026-03-13
To the Reviewer,
Thank you for taking the time to leave this review. We are truly sorry and disappointed to hear that your experience with Airpaz did not meet your expectations.
We are committed to making this right as quickly as possible.
As we haven't been able to locate your customer details to contact you privately, the fastest way for us to assist you is through our direct support channel.
Please reach out to us immediately via Live Chat (bottom right cornet) on our website at https://www.airpaz.com/en. Our dedicated team is standing by to assist you in real-time.
Alternatively, you can reply to this message on Trustpilot with a specific identifier (such as your Order Number, Support Ticket ID, or Account Name) so we can locate you in our system and follow up privately.
We look forward to hearing from you and having the opportunity to turn this experience around.
Warm regards,
Airpaz Client Support
AirAsia
Trip.com
Kiwi.com
traveloka.com
12Go
mytrip.com
Booking.com
VietJetAir