Taipei to Okinawa. Trying to work with this airline is a nightmare at every stage. Their website is pathetic, to be honest, and it seems to me that their goal is to nickel and dime you to death in any way possible. I attempted to add a bag online to my reservation and the website told me it had to be added within four hours of departure. Okay, one more thing to do on travel day but that's fine. Try within the time frame and the option is grayed out, no reason why. At this point I'm on my way to the airport and don't have time to figure it out and decide to talk to the desk workers. The desk workers shrug, nothing they can do so I end up paying nearly double. Honestly, all of this would be frustrating but not so bad, I arrived safely, right? Well, I reached out to their customer service today to see what they had to say and this is what tipped me into being furious and writing this review. Their customer service portal is buggy and inefficient, the rep I'm talking to has given no name but immediately blamed me with this line: "Your flight was 18:20, our office hour is 9:00 to 21:00, in this situation I believe you can contact us 4 hours prior departure." Apart from repeated blame of this type, the rep continues to disappear from the chat for 10-15 minutes at a time, I'm actually still on the chat at this moment waiting for him/her to return. Seriously, I get that mistakes happen, I know all that customer service people have to deal with. But I'm giving them screenshots of how the option was unavailable and they're saying they don't believe me. *An hour and a half later, a manager got in and said my complaint was denied because I didn't have a full screenshot, only one of the actual page which was taken on a train en route to the airport because of their policy. I would not work with an airline that treats their customers so poorly, especially when there are better alternatives, like Peach for Asia travel.
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