Independent ZIPAIR travel assistance • Not the airline
How our assistance works
From the first call to the last email, here is exactly what happens when you ask ZIPAIR USA for help — so there are no surprises about process, fees or who does what.
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.
Step by step
- You call, email, or book an office visit. We answer as ZIPAIR USA and state that we are an independent service, not the airline. If you would rather meet in person, use book an office visit; we confirm the slot by email.
- We read your booking. Fare type, add-ons, Flex Biz yes/no, ticket issuer, dates. This determines which rules apply.
- We tell you the rule and the options — including the option of doing nothing — with numbers where money is involved. This part is free.
- If you want us to act, we quote a service fee and confirm it by email before starting. Airline fares and fees are separate and paid to the airline or issuer.
- We do the work: submit the cancellation or refund request, rebook, file the baggage report, price the upgrade — and send you a written summary with reference numbers.
- We follow up. Refund windows, voucher arrival, bag tracing — we check back and chase where needed.
Things we will always do — and never do
Always
- Identify ourselves as independent
- Quote fees before work
- Confirm actions by email
- Link you to the official ZIPAIR condition we are relying on
- Tell you when the honest answer is 'the rule does not allow it'
Never
- Claim to be ZIPAIR or to have special airline authority
- Ask for card details to 'verify' or 'unlock' a booking
- Cancel anything without your explicit written go-ahead
- Promise a refund the rules do not provide
Typical timelines
| Request | Our part | Airline / issuer part |
|---|---|---|
| Rule explanation | Same call | — |
| Cancellation + tax refund request | Same day | Refund in ~1–2 months (card) |
| Flex Biz voucher | Same day | Voucher by email, typically within days |
| Rebook after name/DOB error | Same day, subject to availability | Immediate confirmation |
| Baggage claim | Report on the day; claim within 7/21 days | Tracing 1–5 days; claim decision varies |
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.