Airline cancelled our flight in July — almost 3 months later, Airpaz still has no solution
I booked round-trip tickets from Nagoya to Phuket through Airpaz in February 2026 for two passengers, and paid extra for a fare that was advertised as reschedulable. On July 30, 2026, Air China cancelled the last flight of our return journey (CA759, Beijing to Nagoya, January 3, 2027). This was an airline cancellation, not a change I requested. Almost three months later, Airpaz still has not rebooked us: - Their app shows "No flights found" for January 2, 3 and 4, so I cannot rebook myself, even though my fare was sold as reschedulable. - Support replied on October 2, 12 and 15 with the same generic message: the case is "being escalated", please wait. - On October 2 they said the tickets were "CONFIRMED" while admitting in the same message that no new itinerary had been received. - On October 20 I sent a formal complaint asking for a concrete rebooking proposal within 48 hours. The deadline passed with no reply at all. As things stand, we are expected to fly to Phuket in December with no confirmed way back to Japan. Every week this drags on, alternative flights in the New Year peak season get scarcer and more expensive. I am not asking for anything unusual: a confirmed replacement flight home, which is what should happen automatically when an airline cancels. What I have received instead is three months of apologies and silence. I would not have booked with Airpaz if I had known this is how they treat customers when something goes wrong. If Airpaz resolves this case properly, I will update this review. I did not want to bring this to my followers on social media. For months I tried to solve it privately, directly with Airpaz and with Air China. I am only making this public because I have been left with no other option. Booking reference available to Airpaz on request (support ticket #1323427).