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.
Don't waste your time buying refundable tickets. You won't ever see that money ever again.
Referring to reply from Airpaz below: What nonsense. I have emailed and requested a refund 6 times. Rejected every-time even though I have a refundable ticket.
Airpaz 回复2026-02-25
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 wanted to refund a flight I booked the same day and did not get my money back. Just a voucher for their own website I will never use. And it’s not even the half of the money I paid. Do not book with airpaz!
Airpaz 回复2026-02-24
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Absolutely the worst booking experience with Airpaz.com
Absolutely the worst booking experience ever. Airpaz is a complete nightmare. Their service is shockingly bad, unprofessional, and utterly unreliable. I was charged a huge amount of extra money, and despite following up on my flight confirmation for over a week, I received no proper response or resolution.
The lack of accountability and transparency was unbelievable. I was left hanging with zero assurance about my booking, which eventually forced me to cancel my trip entirely. The experience caused severe stress, financial loss, and wasted time.
Due to the seriousness of this issue, I have lodged a police report against this company.
My honest advice to anyone reading this: DO NOT book through Airpaz. Based on my experience, this company cannot be trusted. This is by far one of the most incompetent and irresponsible booking platforms I have ever dealt with. Save yourself the trouble, money, and frustration — book elsewhere.
Airpaz 回复2026-02-24
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Don’t book with airpaz. The refundable $398 ticket got a $78 refund.
Airpaz 回复2026-02-24
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 can recommend Airpaz as a professional booking platform.
I initially experienced an issue with a booking confirmation and an unexpected charge due to an error in the confirmation process.
However, after contacting Airpaz we had a good and constructive dialogue, and the matter has now been resolved with a full refund.
I appreciate the professional and friendly way the company handled the situation, and therefore update my review accordingly.
Airpaz 回复2026-02-24
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 booked for wheel chair assistance, they said they will confirm via email. The email never came. Now they said I have to pick wheel chair at the airport. One person actually said they do not offer wheelchair service which is clearly a lie as last week I had booked wheelchair for two trips. Liars and terrible attitude.
Airpaz 回复2026-02-24
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 at all cost - I booked return flights to KL via Air Paz and deeply regretted
I booked return flights to KL through Airpaz. Unfortunately, my son was involved in an accident and a specialist confirmed he was unfit to fly for three weeks. I submitted all required documentation – a doctor’s letter, hospital invoice, and birth certificate – to support a medical cancellation.
What followed was an incredibly frustrating experience. My documents were rejected multiple times on absurd technicalities. The doctor’s letter clearly stated my son was unfit to fly for three weeks, yet the officer insisted it didn’t specify exact dates – despite demonstrating he understood the content perfectly well. My birth certificate was dismissed as “blurry and concealed” when it was high resolution with all relevant information clearly visible.
I made multiple attempts to resolve this through their customer service, including speaking with an officer, but none of my concerns were addressed. When I asked about the cut-off date for resubmitting documents, the chat was terminated without a response. I finally resorted to emailing Air Asia and was only after that I finally received any assistance.
Even after the cancellation was eventually processed, the refund amount made no sense and didn’t reconcile with what I paid. To top it off, I received a check-in notice for my return flight – suggesting the booking hadn’t even been cancelled properly.
This entire experience was unnecessarily stressful during an already difficult time for my family. Zero empathy, zero accountability, and a complete lack of transparency. I would strongly advise against using Airpaz.
My response to Airpaz's latest comments:
Thank you for your response, but I find it rather disingenuous.
I did attempt to resolve this matter through your Live Chat – multiple times, in fact. Your agent was unhelpful and kept rejecting my valid medical documentation on technicalities, despite clearly understanding the content. When I asked about the cut-off date for resubmitting documents, the chat was terminated without a response.
It was only after I contacted AirAsia directly and escalated the matter via email that my refund request was finally approved. Your team had every opportunity to resolve this but chose not to.
Even now, the matter remains unresolved. Airpaz attempted to process my refund as a voucher, which I rejected. I have heard nothing back since.
My booking reference is 1033978533. I should not have to chase this any further. Please process my refund in full to my original payment method and confirm completion.
Airpaz 回复2026-02-12
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
Refund refused despite airline Agreement to a Full Refund – Air Paz Indonesia
I booked 2 business-class tickets through Air Paz Indonesia for the route CGK–MDC on Air Batik Indonesia
One passenger cancelled because of hospitalisation in Europe and the airline confirmed that the refund was going to be processed back to the travel agency.
Despite this:
• Air Paz refuses to refund the money to the original form of payment
• An e-voucher was imposed instead, without my consent
• I never agreed to a voucher or credit
• No valid legal or contractual justification was provided for withholding the refund
This is not a dispute with Air Batik and only a chargeback case.
The airline, on medical grounds, agrees to a full refund to the agency.
Air Paz is therefore holding customer funds.
They act in total noncompliance of international legislation.
They want to impose their own illegal commercial rules.
Communication is slow and unhelpful, and the explanation given (“policy”) does not override basic consumer refund principles when a service is not delivered and the airline has refunded the ticket.
The only thing they do is to repeat the same thing in a loop.
Travelers MUST be aware: if a flight is cancelled or if you have legal grounds for a refund you will not receive your money back even when the airline has already refunded the agency.
Based on this experience, I do not recommend booking through Air Paz Indonesia, especially for high-value or business-class tickets.
If they don’t look after Premium Passengers, imagine an Economy passenger!!!!
Airpaz 回复2026-02-12
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Hi to all,
Do remember to check reviews before committing your ticket purchase.
I had a bad experience buying tickets from Airpaz app.
First they hidden charges for luggage’s.
Once u buy the ticket it will send u confirmation after that they will show you without luggages for check in.
After I purchased n paid for my luggages they confirmed my luggage’s purchases for Returning 23kg only. So I than spoke to the Airpaz live check n told them my situation but straight away they push it to air China. Wait a min, isn’t we paid the Airpaz on behalf of us to solve our problem.
They accepted my both ways 23kg purchase 739.75. After that they refund me half of this amount n informed me that my departure luggages is declined. So how should I fly without check in baggage.
I contacted Airpaz they cannot solve my instead they refunded me half of the amount which I have already paid.
I then call in many time but was not attended n solve my luggage issue. They said the refund will be have some fee. Does it sound logic?
So they pushed everything the air China.
I called in to air China n realised my tickets come with 2x 23kg for departure n returning
When asked for refund they say cannot refund.
Is their hidden luggage’s cost that leaded me to purchase additional kg. I have already screenshots the conversation with Airpaz to log a police report against them.
If they don’t settle it.
Relied n nothing changed.
Waiting for my luggage’s refund.
If not I will make a police report.
Airpaz 回复2026-02-06
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February 4, 2026
To: AIRPAZ
Subject: Formal Complaint against Airpaz for Service Negligence and Payment Discrepancies
To whom it may concern,
I would like to file a formal complaint against the Airpaz travel application regarding a flight booking made on February 1, 2026, for which I paid ₱3,821.00.
Three days prior to my scheduled flight, I requested additional baggage. I was prompted to pay ₱1,610.00, which I settled via GCash e-payment. However, the transaction status remained "On Process." Despite waiting for two days, the status never updated to "Confirmed."
I sent several follow-up emails, but Airpaz only responded one day before my flight. At that time, they still had not acknowledged my initial payment and instead demanded that I pay a higher fee of ₱2,355.00 for the same baggage request.
Because of this negligence, I am requesting a full refund/chargeback of the ₱1,610.00 paid for the baggage service that was never fulfilled. Airpaz must take responsibility for their system failure and lack of timely customer support.
I have attached the GCash receipt and screenshots of the "On Process" status as evidence. I look forward to your prompt assistance in this matter.
Sincerely,
Joeffrey O. Alvarado
Airpaz 回复2026-02-06
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
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
Just a follow-up on a 2nd flight: Wings Air provided a letter stating I should get a full refund for a flight they cancelled. When submitted to Airpaz, they would ONLY refund with a voucher good for 1 year. No cash back. Do NOT USE THIS COMPANY.
Airpaz 回复2026-01-30
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i book last night and payment was successful but till now i didnt receive any e ticket and im worrying so much coz my flight will be this afternoon any body that can help me please.
update: i just receive it late but i did catch my flight so still thanks to airpaz.
Airpaz 回复2026-01-29
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 had booked a hotel and then made a second reservation because I had decided to extend my stay. However, when I arrived at the hotel, neither reservation had ever been processed. As a result, I had to pay for the hotel again at check-in.
After several complaints to customer service and a month of waiting, Airpaz refunded both unrecognized reservations. Everything would have been fine, except that the booking made through Airpaz cost exactly one third of what I ultimately had to pay out of pocket to the hotel—at a rate I would never have agreed to had I known the actual price of the room in advance.
Airpaz 回复2026-01-30
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
My flight was delayed. When I requested a change, Batik Air (the airline) confirmed they HAD already notified Airpaz and granted them full authority to process my request.
Despite the evidence, Airpaz sent a final email claiming "We received no notification from the airline" and stated they have "no further liability."
They even told me to seek help from a "third party" if unsatisfied.
This seems to be their standard operating procedure: copy-paste the same excuses, and simply close the chat window. They take your money but refuse to provide the service they are responsible for.
STAY AWAY FROM AIRPAZ!
Airpaz 回复2026-01-29
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
Do not book here.
No service what so ever. My flight was so delayed that i missed my connecting flight.
I do hope they will refund me my ticket.
Chat robot, no service what so ever
Following day:
The reply : It is not Airpaz’s Policy to refund missed flight’s, even thougt i payd for extra security.
Stay away from this Company, it is a Hustle.
Airpaz 回复2026-02-05
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
Horrible company.
Airline cancelled flight and company wouldn’t refund and issue gift voucher instead, which I won’t be using the next 12 months so will go to waste.
Couldn’t contact the customer representative at all. They even direct me to Air Batik but it is Airpaz the agency that took my cash.
Airpaz code 1033817108.
Refund is given subsequent to this review.
Airpaz 回复2026-01-29
Thankyou for your Review Correction, Hope to see you again soon
Much cheaper to book directly with the airline !!!
Airpaz 回复2026-02-05
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
Bad Review – Airpaz Overcharged Flight Reschedule
I am a regular customer and have been using Airpaz as my only flight ticket purchasing platform, but this experience has completely disappointed me.
I requested a simple date change for my AirAsia flight from Bali (Denpasar) to Penang, originally scheduled on 7 May 2026, 16:55 – 22:40, to 8 May 2026 at the same time.
There were no add-ons involved — no baggage, no seat selection, no extras. Just a date change.
Before proceeding, I personally checked with the AirAsia counter, and they confirmed that the flight change fee should be below MYR150 per pax for a date-only change. However, AirAsia was unable to assist with the change because the tickets were purchased through Airpaz, therefore I had no choice but to seek help from Airpaz directly.
However, Airpaz charged me a total of MYR2,116 for 4 passengers.
This amount is more expensive than buying brand-new tickets, which is completely unreasonable for a simple reschedule.
What makes the situation worse:
I asked the live agent to provide a breakdown or agent service charges
The agent failed to provide any explanation
My questions were ignored repeatedly via live chat
As a loyal customer, this lack of transparency and accountability is unacceptable. Overcharging customers without a clear fee breakdown and then ignoring them when questioned is not how a trustworthy travel platform should operate.
This will be my last purchase on Airpaz if this issue is not resolved properly.
I strongly advise other travelers to be cautious when rescheduling flights through Airpaz.
Airpaz, if you wish to contact me, please email me.
Booking number: 1034148887 / 1034188649
Airpaz 回复2026-01-24
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