Zest Airways Philippines — a horrible passenger experience

I just had the worst travel experience with Zest Air Philippines earlier today. I have flown with Zest Air and other budget airlines in the Philippines but I have never experienced something as bad as the one I just had this morning. I’ve heard a lot of negative stories about the airline’s horrible service but I never took them seriously. For one, I never experienced these kind of things and some events are just so inevitable that we can let it pass — especially for companies like Zest Air who does better in producing artificially flavored juices than running a small fleet of hand-me-down Airbus planes.

November 27

13:20

At around 1:20 PM last Saturday, a day before my scheduled departure from Iloilo, I received a call from Zest Air’s Manila office informing about the change of schedule of my ILO-MNL flight. It was originally scheduled on November 28 20:35 but was moved to November 29 05:55. Since I only itinerary is only until November 28, I asked the agent if the airlines could possibly shoulder the hotel expenses from November 28 to November 29. The agent assured to call back once she gets an answer from her superior. I waited until in the evening for her call but I received nothing. I tried calling her landline number but I received no answer. I also tried calling Zest Air’s hotline but I was greeted with pre-recorded messages telling me that my concerns can only be answered during office hours (Monday to Friday). Since getting through Zest Air’s communication lines seems hopeless, I decided to give up and settle whatever that can be settled in Zest Airway’s Manila office upon arrival on November 29.

Since my flight is scheduled early in the morning, I decided that it would be impractical to extend my stay with Iloilo Business Hotel. So what I did, I left my stuff in Ate Aileen’s room and decided to get it before I head out to the airport. Since I have no hotel to stay, it also meant that I won’t be getting any sleep.

November 29

01:00

Since I didn’t have a place to stay for the night, I decided to leave Iloilo City earlier so I could spend the rest of my time in the airport until my flight schedule. So after preparing everything, we went to pick up a taxi that would take us to Iloilo International Airport. Getting to Iloilo Airport by the way is not a walk in the park. It usually takes around 40 minutes to get to the airport from Iloilo City on a taxi. After getting into the cab, the driver told us that the airport would not open until 4:30 in the morning. Since airlines require its passengers to be in the airport two hours before the scheduled departure time, I left the city at 4:00 a.m. so I would be early enough for check-in and just in time for the airport to open.

04:40

At approximately 4:40 a.m., I arrived in the airport. Though the main airport gate has already been opened, the departure gate was still closed and the passenger queue had been building up. During that time, most of the ticketing offices are still closed.

05:00

After waiting the long queue, I finally entered the check-in area of the airport. The only airline receiving check-ins was Cebu Pacific. I was hoping to see someone from the Zest Air counter since it’s already an hour before my scheduled departure but not a single Zest Air employee can be found. I went up the airport to see the flight information for the day. I was devastated to find out that there are no Zest Air flights scheduled in the morning. I went back outside to see if I could find someone in the Zest Air ticketing office, but there was none. I started getting restless and impatient at that time due to stress and lack of sleep.

06:30

I went back to Zest Air’s ticketing office to see if someone has already arrived but still, there was no one. Even the check-in counters, no one from Zest Air showed up. The flight information displayed didn’t display an ILO-MNL 5:55 flight either.

7:00

Waiting for anyone from Zest Air seemed hopeless, I decided to buy a ticket from PAL so I could leave Iloilo and get fill my sleep deprivation when I get back in Makati.

22:00

I tried calling the Zest Air’s express counter in Manila International Airport. The ticketing office in MIA is the only Zest Air channel I could contact. Giving the airlines the benefit of the doubt that I got the flight details wrong, I tried asking for my flight details. I confirmed that my flight was indeed rescheduled from 20:35 Nov 28 to 05:55 Nov 29. Furthermore, airline records showed that they didn’t have an ILO-MNL flight scheduled at 05:55 Nov 29.

Also, the guy who I talked to informed me that I owe Zest Airways P1220.00 P1120.00 for not showing up on my flight.

Zest Air rescheduled my original flight to a new time where no planes are scheduled to fly. What they did cost me money, time and a lot of stress. The incident made me swear not to ever trust Zest Air again. It only happened once and I will not let it happen to me again.  I doubt AMY Holdings Corporation will take responsibility of this incident. I have heard a lot of similar incidents and Zest Airways didn’t do anything to compensate for the mistake or improve their service. I don’t expect Zest Air to compensate for the damages they caused me but one thing’s for sure, they lost one customer and they will surely lose more if they continue this kind of attitude towards their customers.

If you have other horrible Zest Air experience, please feel free to share. Zest Air already made a lot of damages in the past and we wouldn’t want other to experience the same.

UPDATE:

November 30, 10:20 a.m.
Last night, when I called Zest Air’s Express ticketing office, they confirmed with me that the fight was moved to November 29, 5:55 AM and that no Zest Air flights were scheduled on that day/time. The guy I talked to advised me to contact Zest Air’s hotline this morning to check what can be done. After calling the customer hotline (while keeping my cool) this morning, I learned that their records show that it the flight was supposed to be 5:55 a.m. on November 28. I was surprised. Since I still owe them P1120, the agent still CAN’T send me the transcript of my flight details not unless I pay the no show fee.

I was pretty sure that the agent who called me last November 27 told me that the flight was moved later and not earlier. Most parts of our conversation were about the request for hotel and accommodation compensation since my flight will be moved on a later date. Why would I request for a accommodation if she had told me that the flight was moved to an earlier time, diba? And another thing, if indeed it was moved to 5:55 a.m. on November 28, why would they leave their customers only a few hours to prepare for their mistakes? The agent ended our conversation assuring me that she will call back after she receives a feedback from her superior(s) regarding my request. Yet, she never called back.

Getting the transcript from the Airlines is hopeless since there’s no way I’m gonna pay for that P1120. Heck, why would I? I even paid for a new Philippine Airline Ticket (to get back to Manila) which is way way way more expensive than the original cost of my FAIL Zest Air flight.

Other Horrible Experiences with Zest Air:

• Byahilo’s 9-hr flight delay experience
• Zest Air Review: 1 out of 5 stars

Related posts:

1. Weekend Trip to Cebu
2. My iBlog 4 Experience
3. My Amazing Google Experience in Panglao, Bohol

194 Responses to “Zest Airways Philippines — a horrible passenger experience”

1. Kerin says:

   May 27, 2011 at 7:43 pm

   We had the same experience with them last year on our Ceb-Mnl flight. We found out that the flight has been http://cookingvalley.blogspot.com/ cancelled sa airport na. Will never fly Zest Air. May FB page ba ng mga victims ng Zest?

   Reply
2. Carlo Reyes says:

   July 8, 2011 at 5:46 pm

   Zest air keep sending flight reschedule changes thru sms, but originally they will follow schedule on your itenerary.

   Reply
   • ed says:

     December 28, 2011 at 3:58 am

     I agree.. they are doing that so they can fill in vacant seats, but they will eventually take you on the same sched, they are doing a hoax

     Reply
3. Anti_Zest_Air_Forever says:

   October 19, 2011 at 5:09 pm

   i vowed to never fly with Zest Air since our experience last July this year (2011). Our check in time was around 7 so we were there before 6AM. then they, at the last minute, rescheduled us to depart around 8AM, we waited then announced the new ETD is 10:30AM. We kept on waiting since our prepaid rental van is already at the bacolod aiport. And then still, they gave us another ETD of 12NN. Noon came and no boarding happened. it was only almost 1PM when they announced there be no flight to bacolod for that day due to “turn-around aircraft” nonsense. We were wondering becuase other airlines have already departed and arrived. The weather was also fine both in manila and in Bacolod. They never offered us meals and only offered to re-schedule to next day flight which we can no longer take, becuase the event in bacolod we were supposed to attend was happening that afternoon. One of my companions already decided earlier that morning to not go and leave ticket unused (lost value). Due to totally cancelled flight, Zest offered us full refund (only after having us wait for 7 hours at the airport for nothing). But they refused to offer refund on that one ticket since the passenger was not there anymore and left home. We explained that she’s not been feeling well and all the waiting will just get her feel a lot worse. We talked to a supervisor and asked her to allow that refund as courtesy since we already wasted our time, missed the event, paid for our own cab fare and meals there at the airport, plus the non-refundable van rental in our supposed destination. They never did. The most refreshing Airline indeed, huh!?!

   Reply
4. sam says:

   November 5, 2011 at 7:36 pm

   I hate it. It seems like i rode a public bus where people are not so educated as well as the flight attendants.

   Reply
5. sam says:

   November 5, 2011 at 7:37 pm

   I hate it. It seems like i rode a public bus where people were not so educated as well as the flight attendants.

   Reply
6. Crumpylicious Blog says:

   November 10, 2011 at 3:19 am

   Wow hassle! Zest Air has a lot of issues but then again still many customers because its cheap

   Reply
7. P. Frencillo says:

   November 12, 2011 at 10:50 pm

   Id like to call the attention of whoever is in charge at the check in counter. Last Nov 10 i went to the manila domestic terminal to board a flight scheduled for 11:45. that day. i arrived a little past 6 a.m. and went direct to the check in counter only to be told that our check in time was 9:45, so i waited on the chairs provided for such an eventuality. Around 7 a.m. a group of 5 arrived and sat beside me.. then one of them went to the check in counter and talked to the lady at the counter, after awhile she called her companion cause they were told that they can already check in. So i asked her companion if their destination is the same as mine, Tacloban, and she replied yes. So i followed them.But as soon as it was my turn the lady at the check in counter told me that check in time was at 9:45 so i said how was it that she had the group ahead of me checked in? First she said they’re bound for Calbayog. after awhile when another passenger behind me asked why she had the people ahead of us checked in, she replied that they’re manager ordered that they’d be checked in. Now the question is are your people following your rules? Or they’re just making fun of you? They’re hurting your airline. Because of them in due you will be losing a lot of passengers to your competitors. The worst part was when we were checked in our hand carried bag was weighed cause what was allowed was just 7 kilos. That’s fine, the sad part was it was only us who complained who’s hand carried bagged were weighed, the others were not.

   Reply
8. Beth Patricio says:

   November 15, 2011 at 10:01 pm

   Oh My! It’s good that I found this page and saw all the comments regarding their experiences with Zest Air. I was about to book my flight with Zest Air from Cebu to Manila for 3 people for next month. But if these things happeN, I won’t mind paying for more with the other Airlines…

   Reply
9. lewis gutierrez says:

   November 30, 2011 at 4:52 pm

   pano na yan.. balak ko pa naman mag book for sinulog sa zest air kasi mura at yun nalang po talga ang mura…. xet sana man lang wag mangyari sakin yan…

   i need opinion guyz badly…
   sinulog sa cebu ayoko masira yun… this january na kasi yun eh…

   wala ba pwede mag sue sa kanila sa mga ginagawa nila…

   Reply
10. beige says:

    December 14, 2011 at 11:46 am

    ZESTAIR STEWARDESS STOLE OUR VERY NEW ONLY 3 DAYS OLD BLACKBERRY PLAYBOOK!

    We just had a trip yesterday from Bellaroca, Marinduque to Manila.
    Flight was delayed for 3 hours, we left Marinduque at 4PM.
    My boyfriend’s bag can’t fit at the overhead baggage area so we gave it to the stewardess to keep.
    When we got home my boyfriend discovered it’s stolen, plus his bag’s zipper was damaged probably due to the hurry of the stewardess.
    We can’t remember her name but we can recognize her if we see her again.
    I know it’s our responsibility to check after she gave it to us.
    When you’re boarding off the plan all you can think of is go home especially when you’re already tired.
    Also passengers should be rest assured that their baggages are safe with whom they travel with.
    We can buy another one again, it’s the TRUSTWORTHINESS and the feeling of VULNERABILITY once we ride a plane now that gets to us.
    We have written 2 complaints, 1 to Zestair and 1 to Bellaroca because it’s the only airline that flies there and we believe management needed to know that this happens and might happen again to their guests.
    We plan on pursuing this complaint wherever it takes us for the benefit of other passengers like us.
    When we travel we should be relaxed and worry-free.

    Thanks,
    beige

    Reply
11. ging says:

    December 21, 2011 at 10:28 pm

    And here’s the other bad, poor , inefficient service of zestair… that can make ur blood boil !!!!… Today My daughter and my brother-in-law they supposed to fly-off at 7:50pm but they text me and inform me that their flight is delayed they moved it at 9:30pm.. well, this situation can be tolerable coz this will also happen to other airlines.. But the worst thing is, zestair never offer them a food or anything to eat !!!!

    Reply
12. Kean Santos says:

    January 10, 2012 at 1:21 pm

    You guys have a terrible experiences huh. I was fortunate enough pala to have a refreshing experience with Zest Air. haha.
    Lalo na with my KLO-MNL flt. some of their ground staff are very yound and nice customer service.. How I wish my flt. will be delay during that time so I could spend more time with one of their ground staff which is very much pretty & witty .

    Reply
    • Micko says:

      January 16, 2012 at 5:26 am

      How was your flight from Manila to Kalibo? Is it commendable na ba ngayon after all these experience people had? Na-aksyonan naba yung mga pagkukulang nila? Will try booking for a kalibo flight for march eh kaya lang baka matulad kami sa kanila dito.

      Reply
13. ella says:

    January 18, 2012 at 11:56 pm

    I’m worried about my father he supposed to arrived from mactan to manila today 18 Jan. 2012 at 12pm. but until now wala paring update sa flight 381. His 81 yrs old & does not know how to use mobile. At uuwi pa sya ng cabanatuan after his arrival.

    Reply
14. CHURBALO says:

    January 29, 2012 at 9:07 pm

    MARAMI KASING TAO ANG MAKITID ANG UTAK,, SARILI LANG KASI NILA ANG INIISIP NILA. MGA MABABAW.

    Reply
15. jehzlau says:

    November 30, 2010 at 2:34 pm

    wow! my zest air contest! hehehe

    Reply
16. Winston says:

    November 30, 2010 at 2:51 pm

    oo nga meron.

    Reply
17. david black says:

    July 4, 2011 at 11:24 am

    I ALSO HAD A BAD EXPERIENCE WITH ZEST…SOMETHING WAS STOLEN FROM MY SUITCASE AND I GOT NOTHING BUT RUN AROUND, EVERYONE SAID IT WAS NOT THEIR RESPONSIBILITY, EVEN WROTE THE PRESIDENT OF THE COMPANY AFTER WEEKS OF BULL…NO COMMENT. ALL OTHER AIRLINES HAVE BEEN VERY HELPFUL…ONLY ZEST IS THIS CALLOUS AND RIDICULOUSLY POOR CUSTOMER SERVICE.

    Reply

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