Terms of service
Effective September 8, 2026. By using this website or our assistance services you agree to these terms.
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.
1. Who we are
ZIPAIR USA is an independent travel-assistance service. We are not ZIPAIR Tokyo Inc., Japan Airlines, or any airline, and we are not affiliated with or endorsed by them. Our disclaimer forms part of these terms.
2. Scope of services
- Explaining airline conditions and options (no charge).
- On request and with your authorization: submitting changes, cancellations, refund and voucher requests, rebookings, upgrade requests, and baggage reports to the airline or ticket issuer.
- Booking travel as your travel agent, where you ask us to.
- Appointment requests submitted through this site are requests only; a time is confirmed only when we reply.
3. Fees
Service fees for work you ask us to perform are quoted before work begins and confirmed by email. Fees are for our time and effort and are separate from airline fares, fees, taxes or refunds, which are set and processed by the airline or ticket issuer. Unless stated otherwise in writing, a service fee is earned when the requested work is performed, regardless of the airline's decision.
4. Airline rules and outcomes
All outcomes — refunds, vouchers, changes, upgrades, compensation — are governed by the airline's or issuer's conditions and decisions. We do not guarantee any particular outcome. You are responsible for the accuracy of information you give us (names, dates of birth, passport details, contact details) and for reviewing confirmations we send.
5. Authorization and irreversibility
We act on your booking only with your explicit authorization, normally by email. Cancellations submitted to an airline are irreversible; by authorizing a cancellation you accept that consequence.
6. Website content
Content is general information, checked against published airline conditions and dated, but may become outdated. Verify current conditions before acting. Trademarks belong to their owners and are used descriptively.
7. Limitation of liability
To the fullest extent permitted by law, ZIPAIR USA's liability for any claim arising from our services or this website is limited to the service fee you paid to us for the request concerned. We are not liable for indirect or consequential losses, or for decisions and actions of airlines, airports, ticket issuers or authorities.
8. Governing law and contact
These terms are governed by the laws of the State of California, USA. Questions: Support@zipairusa.com, 780 McDonnell Rd, San Francisco, California 94128, United States. See also our privacy policy.