Frequently asked questions
Grouped by topic. Short answers here; each links to the page with the full picture and the official ZIPAIR source.
Call 1-866-884-3459 Book an office visit
1-866-884-3459 is our independent assistance number. It is not ZIPAIR Tokyo's official phone number; the airline itself takes inquiries at zipair.net/en/help.
About ZIPAIR USA
Is ZIPAIR USA the airline?
No. We are an independent travel-assistance service based in the U.S. The airline is ZIPAIR Tokyo Inc.; its official inquiry channel is zipair.net/en/help.
Is your phone number ZIPAIR's official number?
No. It is our independent assistance line. ZIPAIR does not publish a U.S. call-center number.
Do you charge?
Explaining rules is free. If you ask us to do work on your behalf, we quote the fee before starting and confirm it by email. Airline fares and fees are separate and paid to the airline or ticket issuer.
Can you get me an exception to a ZIPAIR rule?
No. Nobody outside the airline can. We can make sure you use every option the rules do allow — the 24-hour rule, Flex Biz tiers, partial cancellation, airline-change refunds.
Refunds and cancellations
Are ZIPAIR tickets refundable?
The fare is not, unless you bought Flex Biz (voucher), cancelled within 24 hours of booking 7+ days before a U.S. flight, or the airline cancelled/changed the flight. Taxes are refundable on request. Full guide: refund policy.
How long do refunds take?
About one to two months for card payments, per ZIPAIR. Agency-issued tickets add the agency's time.
What is Flex Biz?
An optional add-on that lets you cancel for a voucher worth 97% (30+ days out) or 77.6% (29–7 days out) of what you paid; nothing but taxes inside 6 days. Vouchers last 180 days.
Is there a deadline to request a refund?
Yes — 90 days from the scheduled boarding date.
Changes and corrections
Can I change my ZIPAIR travel dates?
Not on a standard fare. The options are cancel-and-rebook, a Flex Biz voucher then rebook, or a refund if the airline changed the schedule. See flight changes.
Can I fix a misspelled name?
ZIPAIR does not change names after booking. Some mismatches are tolerated at check-in, others require a rebook. See name corrections.
Can I transfer my ticket to someone else?
No.
Can I upgrade to Full-Flat after booking?
Yes if seats are available, by paying the fare difference. See upgrades.
Baggage, seats and children
What is the cabin baggage allowance?
Two items, 7 kg combined. Extra weight (up to +8 kg) must be bought at least 24 hours before departure — it is not sold at the airport.
How much is a checked bag?
Every piece is paid unless included in a bundle; up to 30 kg and 203 cm each. Pre-purchase online — airport purchase adds a processing fee. See baggage policy.
Are meals included?
Not on standard fares; pre-order online or buy on board via the seatback QR code (card only).
Can my child sit in Full-Flat?
Not under 7. Children under 6 qualify for U6 fares; every child, including infants, needs a seat.
Is there a senior discount?
No. See senior travelers for what does help.
Airports
Which U.S. airports does ZIPAIR serve?
Scheduled: Los Angeles, San Francisco, San Jose, Honolulu and Houston. Orlando only on announced charter dates. See airports.
How early should I arrive?
Counters open about 3 hours before departure and close before departure; arrive at least 3 hours early for a Narita flight.
What if my bag does not arrive?
Report at the baggage desk before leaving customs and get a PIR reference. See LAX baggage guide.
Talk it through before you act
Our assistance line is answered by people, not a menu. Prefer to sit down with someone? Book a visit to our San Francisco office.