ZUJI

This company made it incredibly difficult and dragged out the process so much that I gave up trying to recover the funds for emergency flights to atend my grandfather's death while OS - despite it being covered in my policy and having checked prior to booking. Disgusting corporate culture and there's a reason they have atrocious reviews. Show details

No trouble with Zuji at all – Bookedreturn flights with China Southern to Bangkok from Sydney & Phnom Penh to Sydney back in Nov 2015. I booked with Zuji because of how cheap the fare was. The whole online booking, flight selection & payment process was very easy. After reading the reviews I was a little worried. I shouldnt've been. I received confirmation almost… Read more

immediately, payment came out within 12hrs with no issues.

When my computer crashed I lost my e-ticket, but with a quick e-mail to Zuji customer service, it was quickly sorted.

Would I use Zuji again? Certainly

Make sure you get your names right!! – Followed the booking prompts, especially regarding names. Was NOT asked for names EXACTLY as per passport. Later, the airline advised me that I need to change an initial D to the full name DIANNE - I was charged $319.00 for this!! More than $60 per letter. Don't book with Zuji

Very good service - pleasant surprise! – My family of 4 travelled from Brisbane to England and back over Christmas. (Brisbane > Shanghai > Paris > Manchester UK....and then back again.) It would have cost literally hundreds upon hundreds of extra dollars to book straight through the airlines. I originally found the website difficult to navigate and could not for some reason book for us… Read more

all at once; instead I made 4 separate bookings through Zuji, all on the same flights. There was some anxiety in doing this as each time I paid for one of us I could not be sure that there would be availability to secure a booking for the next family member. Fortunately I was able to book in for all 4 of us.

However, I must stress, it all turned out beautifully. I had a couple of queries before the trip and Zuji replied to my emails promptly. There were no issues on the trip itself and I found the whole Zuji experience much better than some of the leading travel agents.

I would certainly feel comfortable booking through Zuji again but will try to get my head around the website a little more next time.

Reliable service – I have used Zuji of few occasions. This time I booked a flight SYD-FCO for the end of June with Thai Airways at about half of the price stated by the airline. There were no hidden charges (paid in AUD). Unfortunately a few weeks later I had to cancel the flight and for the first time I had to deal with the customer service. I was a bit nervous… Read more ·  1

given the not very positive reviews but I found the customer service to be prompt and helpful. I was told the refund could take up to 8 weeks but it was credited only a few days later charging no more than the penalties stated. So I'm quite happy with the experience and would use it in the future (if the price is right).

Perfect flight to Hawaii – Recently bought 2 adults and 1 kid ticket from Sydney to Hawaii and no problem what so ever. And they were cheaper than anyone. STA couldn't match their prices. I got the confirmation of the tickets within a few minutes too.  Show reply

Hopeless service – I issued recently for my dad, which happened to have his first name and middle name in a wrong sequence due to mislead by your system, when it asked input first name and middle name. And when the ticket been issued, it showed incorrectly. And now I as the customer has to pay for a whole new ticket to fix the system stupid problem.

terrible experience! – Really poorly service. Four hours delayed on my first flight with Zuji. I'm departing from Australia to Fiji for a weekend holiday, considering the short time period, thia delay will ruin my weekend. Unacceptable, really don't recommend it ,at all!

Fraudulent Activity with my Credit Card – I booked airlines tickets using Zuji. Few days later I have these 4 unauthorized airline tickets booked totaling almost $3000. While I can’t say it is Zuji for sure I’m 99.99% sure as that’s the only shady place I entered my credit card details. Stay away.

Downgraded by Zuji – Booked Premium Economy return flight to Europe for 3 adults, 2 days later confirmed itinerary arrived, one sector was booked in economy. I checked the fine print and found this was possible for them to do so took it on the chin (be more careful next time) 5 hours later a new itinerary arrived with fully half of the sectors in normal economy.… Read more

Several hours of phone calls later, being fed outright lies on several occasions, no change. Never use them again. Worse than one star.

Terrible company – Booked a flight and received an email that flight is no longer available. Despite that company still charged me from my credit card and I had to request the refund which takes 5-7 business days. Company advertises flights they are no longer available, keeps your money for their interest. Do not book via Zuji. After speaking to customer service their only response is that this is their standard procedure.

Don't even bother - Stay away – Offered me a ticket @ a price, transferred the money straightaway, no confirmation even after 2 days. After hard fought chat for 30 minutes, agres to put me on high priority callback list. Got a call after 4 hours to confirm my name. Nothing for next 2 hours.... Got an email asking to pay another $205 . I declined to pay the extra money they were… Read more

asking for and cancelled the ticket since there were tickets for the same flight, same time for less than $150 they were asking for...! Straight away rang another agent got booked my ticket $150 less and got my eticket within an hour. Refund from Zuji got delayed by 5-7 days...! Plz stay away from these crooked people.

Most appalling lack of Customer Service I have ever had the misfortune to experience – Most appalling lack of Customer Service I have ever had the misfortune to experience. Notwithstanding that the outbound flights we had initially selected and paid for from the Zuji website were not those they ultimately issued us tickets for (an inconvenience and annoyance that we took on the chin and worked our plans around) it was our… Read more

necessity to cancel our travel plans due to the death of a parent where this debacle of an organisation really demonstrated just how little regard they have for their customers.

Apparently the issue with their failure to carry out my cancellation request as specified in my written request was that they couldn’t understand why I would make such a request when the change they had actually made (and I had specifically indicated during a previous 45 minute phone conversation was NOT going to be of any assistance to me) was more to my advantage.

According to the Call Centre Operator I then had the misfortune to deal with my inability to understand why they had not complied with my request and instead done what they thought best for me was “The reason you do not understand Sir is because of your background.” I’m sorry? My what? I won’t even invest any more time in exploring that little pearl of wisdom except to say had I said the same to her I would have had Hell to pay!

Speak to a Supervisor? No, there are no Supervisors working and none are expected to arrive for work for another hour at least.

Obtain a Head Office phone number? No, apparently their only means of contact with their Head Office is by email. They’ll email their Head Office and guarantee me a call back within 2 hours.

Well over 2 hours elapsed and no call back.

4 days elapsed, 4 emails (including my initial request and 3 responses to their queries and requests for verification of information) and 7 phone calls (including the one where I was told my problem is my background, not their handling of my request) and I still have no resolution.

Meanwhile the other two airlines I have had to cancel bookings with (both solely based in Myanmar) have completed the cancellation requests for 5 flights with the necessity for only 2 emails (initial request and verification of request) and the cancellation of 7 hotel reservations are complete and refunds are already being received.

Zuji, your performance is appalling, disgraceful and the conduct of your Call Centre staff deplorable.

NEVER BOOKWITH ZUJI – We booked flights with Zuji online and when we needed to change a name on one of the tickets they would not help. They kept telling us to contact the airline who kept telling us to ring Zuji. It was a frustrating experience where no one would help us and all we got was excuses. I will NEVER EVER use this company again. I would have given zero… Read more

stars if I could. All because they wouldn't change a name we had to cancel our tickets, delay our trip and are around $1000 out of pocket.

Can't possibly give a lower rating than this – Booked a return ticket to India. Tried cancelling it due to some personal reasons and the trouble began. Live Chat is like talking to some unknowledgeable robots who do not know about the refund charges at all. Some said it will cost AUD200, some said AUD300 and the most ridiculous - their website said Please specify the maximum you are prepared… Read more

to be charged with 3 options $300 $400 and $500......what a ridiculous thing.

I think I would rather travel than cancel but one thing for sure NEVERRR ZUJI AGAIN.

Never again – I have booked I flight online and they sent an email saying that they could not guarantee the flight and will confirm in 48 hours. They took the money of my account. Few hours later, they answered asking for more money for the flight. So did not accept to pay more because I just spent time to fill the details and pay. So I lose the opportunity to… Read more

buy the same flight with others companies with the same price and the refund will be done in 5 days, so I do not have money to buy another ticket if a cheaper opportunity appears. I really do NOT recommend buying anything with them.

Takes your money for a non guaranteed flight – Booked a flight to Toronto. Takes your money quickly after the booking but the flight is not guaranteed on the spot. Then asking for more money for flight increase. Their reason is they rely on flights from airline ans the website is not in real time. You could be booking a flight thats already unavailable but they take your money anyway. And… Read more

refunds are 5-7 business days.

Such a misleading system, its best to book directly with an airline, pay a little more because places like these are only the middle man.

Never again, im going to places where they take ur money and book and guarantee the flight... NOW

Have a laugh – Waiting twelve that's (12) BUSINESS WEEKS for a refund and i have it in writing from Zuji representative... mind you Zuji have the money from Jeststar they got it within a few days of flight being cancelled.I even explained to the Zuji rep that in the history of the world no one waits for twelve BUINESS WEEKS for a refund for anything. LOL LOL

Absolutely ridiculous – I booked a flight just to be sent an email saying they couldn't confirm and that they would contact me within 48 hrs to let me know and that I could book another flight just in case it doubles up I'm over seas and this flight is in 9 days how dare they do that it's absolutely wrong and this dodgy company has my credit card details. Do not use this… Read more

company under any circumstances now I'm worried I'm going to be stranded over seas and I can't book another flight.

Don't Book With Zuji, you will regret it! – Usually when I book flights, I book directly through the airline, however on this occasion a friend of mine directed me to a website called skyscanner where you could book through a number of third party websites. After finding the flights I wanted, I proceeded to making the booking. I chose to use Zuji because they had the best deal available… Read more

on my selected flights.

After entering all of my booking details, I received an error message saying my name details didn't match even though I had entered them exactly per my passport and credit card.

I then had to re-enter all of the information I had just submitted.

This time when I clicked the pay link, it said my booking couldn't be completed, so I went through and tried for the third time. This time it informed me that a booking had already been processed.

I then received an email from Zuji stating that they were unable to completely confirm my booking, yet my credit card had still been charged the full amount.

They told me that they would have to manually complete the booking and that someone would be in touch and to be advised that some of my selected flights may have to be altered.

So in short, they take your money for flights they can't even confirm are available!

I then rang their hotline and was put through to a useless staff member who said I can either wait 48 hours for someone to get back to me about my booking or I can cancel but will have to wait up to 10 business days for my money to be refunded back to my credit card!

Not happy at all. The money I used to make that booking was the last bit of money on my credit card, so now there's a chance I may not only not get the flights I want, but by the time I get my money back, there won't be any flights left at all to rebook.

Typical online booking site – Have used Zuji for a few hotel bookings now as they were the cheapest, all the sites are pretty much the same, so you might as well choose the cheapest to go with. Their website and emails however don't have the best user interface and are not as polished as the other sites, but the systems sitting behind are all the same.

Thieves – Made online booking via Zuji for a trip to Surabaya. I added one 20kg checked bag for $128 return. Upon arrival at check in Scoot airline told me the add-on was not reflecting in their system. As far as they could see i had no checked in baggage allowance despite me showing them a zuji booking confirmation showing the payment for checked bags .… Read more

Initially I had to chat online with zuji rep until i demanded a phone number to call as I was at the airport and need this resolved asap. I spent 70 mins on the phone with Zuji customer service. They acknowledged my booking had checked in bags but could not explain why they did not include this their booking with the airline. The nerve to ask if i could just pay again at the airport whilst they sorted the issue. I refused and asked them to pay. They requested to speak with ground staff and the nerve to ask if they could just allow me to go in with my bag for free and they would sort them later. of course airline refused and asked why it hadn't been booked in properly in the first instance. I ended up leaving my bags and zuji promised they were processing my refund. I had to purchase a cabin bag at the airport (cost me $110) just so I could carry some of my clothes that were in the 20kg bag i was leaving behind. 8 days later I have not heard from them. not even an email. I should have paid attention to the reviews here. Thieves!

Cancelled my booking I'd paid for, notifying me by email. Minimum of 5-7 business days to issue a re – Process my refund immediately. 5-7 business days is not good enough!!!! Booked a trip to Bali on July 7th - July 16th, entered all my details online and paid with my Credit Card as usual practice. The following day I was asked to pay an extra $100 through Paypal and happily obliged. The next day I receive an email saying my booking has been… Read more

automatically cancelled.

They've made mistakes at every step of the way and they won't issue me an immediate refund. I understand refunds take time but the wording they have used in their email leads me to believe they aren't even going to process it for at least 5-7 business days. The refund should be issued immediately with the money returning to me in 3-5 business days max.

SAVE YOUR MONEY GUYS. THEY ARE THE WORST – International trip - Same as the rest of the people here. they will not give you a confirmed ticket online, They say they will have to manually between 24 and 48 hours. What they do is they get an agent in Philippines to do it through a different agency hence the Delay. SInce they sold the company. It's just gone down hill. Save yourself and buy from somewhere else......NEVER ZUJI

Took additional money from my credit card without my authorisation – Absolutely hopeless! Don't use these guys!!! They're a bunch of crooks! I booked a flight and they took extra money from my credit card. I called their service team and they acknowledged the screw up. I spent over 4 hours speaking to their service staff to Try and get the issue fixed and it's still unresolved despite them admitting it was their… Read more

mistake. Their call centre team are a bunch of liars!!!! They made plenty of promises to fix to fix the issue and still nothing! DON'T USE ZUJI - their flights might be cheap, but when they screw up it will cost you more in time and phone calls to get it fixed!

Hopeless service. Customer service officers have little knowledge and only pushing the blame away – I noticed in all comments by ZUJI, they always encouraged us to write to them via email. But the truth is, they do not reply you. I made a booking and paid full as required via Visa. Then I was informed that my booking is not confirmed and i need to wait 48 hours before they can get back to me. Contacted customer service and they put me on hold… Read more

for 2 hours. They themselves have emailed their own ticketing department (which is the email address that was suggested in ZUJI's comments) to enquire on the status of my booking but received no updates. They said they can only contact them via email and there is no number to call and i just have to wait. 4 hours later after numerous calls, they finally sent me an email telling me to top up my payment for more than $500 by 11am the next day with no breakdown explaining why exactly I need to top up. I called customer service again and they sent urgent email to them again. No reply till the end of the day and by the next morning they expect payment or they will give up my seats. Customer service then told me that the airlines may decide to increase the price. I went to ZUJI site and tried to re-book again with the exact same flights and i can see the prices have not increased. Customer service said it may take some time for the system to be updated with the new prices. I am really amazed that from the first time i booked the flight at 1.30pm till evening around 6pm the prices are still the same and they can give such explanation that the system took more then 4 and half hours and still not able to update the prices. ZUJI really need to improve on their customer services before they expect customers to continue to pay them the 5% service charge they are claiming.

ZUJI, please do not cut and paste the same reply here. I noticed your replies are all the same. Please do not bother to reply if you have little intention to help customers whom trusted you with their holidays. Thank you.

Bad experience – Couldn't talk to a local customer service, ignoring the email... no attitude to fix the issue because of their poor knowledge of the airline routine but emphasising the fees and charges.

You used to be good and flexible - NOT anymore! – I used Zuji again to book my return flight as I had wonderful experience in the past. However, due to unforeseen circumstances, I had to undergo a spinal surgery 10 days ago. I thought it'd be a breezy process to upgrade my outward journey to business class. I was so wrong. First, I hate "talking" to an online representative. I can't find any… Read more

number to call and I remember talking to your representative over the phone and it was MUCH easier and faster! I was told by Emirates that if I want to change my booking, I have to call Zuji to give Emirates the authorization to do so. Also, it is stated on Zuji's website under FAQ that we can give Emirates the authorisation to change my booking. Ok, I did that and called Emirates agaun, only to be told that they cannot change Zuji's booking. All this hassle resulted in nothing So then, I was told to submit a change request online to Zuji and waited for 2 days before I got a reply, and that brings me to the second point:

I was told that I could only upgrade BOTH ways to business class, not one way. Why? The email did not state any reason for it, just the cost I need to pay to upgrade. I called Emirates about this and they cannot do anything about it at all as it's an agent booking. The only way to get around this is to cancel Zuji's booking and buy another ticket with Emirates directly, but now, that means i have to pay much more as it's nearer my travel dates.

What happened to the flexibility that Zuji used to offer? Even with a doctor's letter stating my constraints, this would be so difficult to change.

I'm so disappointed with the experience.

What a bad site – Impossible to book a flight through these people can't confirm booking have to refresh the page over and over then when you finally get to paying after filling your details in god knows how many times it tells you the flight is not available

No, terrible – I'm a past customer of Zuji (a few years ago) and have not had problems previously. This time, I booked trip Aus to UK for Jan 2017 in Jun 2016. All fine, good price. Meanwhile, the airline changed the schedule and I will arrive in Bangkok over 6 hours AFTER my connection to London leaves from there. No one bothered advising me of the change.… Read more

Airline said Zuji would have known about the schedule change back in July and can't do anything to change agent bookings. Zuji say airlines do change schedules and it is out of their hands but will try to liaise with airline a rebooking. TRY. No idea how long that will take, meanwhile I am in limbo. I can't book an alternative, and I can't make arrangements that I need to make around my travel. What annoys me, is that I only discovered this myself when checking departure times - Zuji made no effort to contact me. What if i noticed this next Jan when it would be too late to change? As it stands, I'm out of pocket, and have a connection that doesn't work. Even the airline website shows a -6hr stop in Bangkok - one would expect that alone would ring alarm bells...

Stuck in the 80's – Wanted to purchase extra seat for comfort. They couldn't do it. Called Emirates who could do it but couldn't because ZUJI had control over my booking that I paid for. Simply put I had to purchase 3 seats to get 2 seats on the flight. 2016 & places like ZUJI can't even add an extra seat. Pathetic!!

Rubbish...shouldn't be in business – You're an absolute rubbish company and don't know the abc of customer service. Lost a loyal customer. Shut your business and go home. Booked tickets >Paid > Received Confirmed Itinerary > Receive an email 2 days later saying fare no longer available please pay another $800. Are you Kidding me Zuji/Webjet..who ever you are!

Most Terrible online agent!!!! – My friend booked a flight last month with Zuji. After given credit card detail, the website crushed. We tried again and again to book the flight, we have same problems. Then we chatted with "live chat section" to know what's going on? Replied us, this maybe the airlines offer was expired or Zuji is unable to communicate with the airlines. So, we… Read more

decided to book flight with other agent and purchased ticket. But the Zuji staff manually processed the credit card next day. But we had purchased ticket with another agent which worth about $4000.00. Still disputing and I suggest not to buy ticket from Zuji.

BAD BAD BAD – I tried to book a flight over Zuji website and put all my details including credit cards to process the payment. I pressed the submit button and nothing happened. I waited two hours to receive any confirmation from Zuji on the booking. Then I chatted with an agent on Zuji website about the booking. The agent searched their system for a booking… Read more

under my name and confirmed there is no booking. I moved on and booked my flights with other website and it was processed instantly.

Around midnight Zuji sent me a confirmation of my flight and I end up having double booking. I asked them to cancel it as their booking came late but they refuse to admit that. They argued I should have called and ask rather than chatted with an agent. They blamed me for booking the second time and suggested I should have waited at least 24 hours before booking another flight without realising that my flights were only two days apart.

Lesson learnt and never again I'm using their site. I know for fact Zuji will ask to send them an email about the incident. My answer to it: why didn't you solve this on the first instance.

Scam!!! – Stay away! Booked a flight and was confirmed through Zuji and rang the airline and was confirmed through them however they had not transferred the money to the airline. I checked again a week later and they still had not done it. One day before the flight they sent me an email saying they want extra $150 because the ticket fee had changed and then… Read more

cancelled my flight because I refused to pay it. I had to book another flight on the same day as I had to leave which cost alot more money! Then took them an extra week to refund my money. (Two weeks without my money and no flight) Save yourself the time and money and stay away from Zuji!