Zoom Airlines Review

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Zoom Airlines
2.3 stars
Average rating for this product is: 2.3 out of 5

From 5 ratings and 105 reviews

Thumb down 47% of users recommend this product

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kaitelyn's Review of Zoom Airlines

15th Apr 2009

Overall Rating

0 stars
  • Value for money
    1.5 stars
  • Flight From - To
    London - New York
  • Flight on time?
    0 stars
  • Comfort on flight
    3.5 stars
  • Flight Date
    July 2007
  • Ticket class
    Economy
  • Customer service
    0 stars
  • Quality of food
    3.5 stars
Bad Points

Awful (and sometimes non-existent) customer service


General Comments

We flew to New York JFK Airport a couple of summers ago from London. The flight was fine and comfortable enough, but when we were supposed to land, we were told that the flight was delayed. Their updates as to the new arrival time were few and far between, and very vague. We finally landed close to 2 hours late and we had missed our connection. Zoom staff that we asked on departure from the plane told us to speak to someone after we'd gone through customs. We later realised they were fobbing us off in order to avoid having to deal with any of the problems because there were absolutely NO Zoom anywhere to be found in the whole airport. For an airport of this size, this was ridiculous. Their phone lines had an automated message telling us that they dealt with enquiries/complaints through e-mail. By this time it was late at night, we'd missed our flight to San Fran and therefore, a hotel room we'd paid for and a tour we'd booked for early the next morning. American Airlines were good enough to put us on standby for the earliest flight to San Fran the next morning. On speaking to other airport staff they advised us to get a hotel room and then have Zoom refund us since it was a mechanical fault with Zoom's plane rather than weather or something out of their control which caused the delay. The cheapest hotel room we could find was $400! We got our flight to San Fran and began e-mailing Zoom - they were absolutely useless. They seemed to believe they held no responsibility for the problems at all and showed no sympathy at us arriving to find no Zoom staff to speak to. Weeks of complaints got us nowhere, and we never got the money for the hotel room or our booked and paid for tour that we missed refunded.

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