Emily

Jun 2, 2025

A bit of hiccups but got it there eventually.

I booked a return flight from London Heathrow to Haneda Tokyo. The payment was smooth, got a confirmation email straight away but realised that on the return flight there was no luggage added. I thought I would deal with this once I get the Airline's reference number, but Kevin called me straight away to address this issue, and to add luggage was GBP75.00, which I thought was reasonable and didn't doubt it would be different to what Airline would charge. He sent me a link by email I could pay for this while we were on the phone, again, smooth. He explained that the next step would be for them to send me a trip confirmation document, which I would need to sign, then e-ticket will be issued. All was okay up to here. Unfortunately I didn't get an email with e-tickets, and the airline's reference number was also invalid, so I used the chat system on their website on Sunday, Henry replied to me but then I had no response from him so I emailed the booking team as instructed in their email. Monday AM, still no response, so I used the chat again, Skyler helped me this time, first he said the email would be sent within 2-5mins, which I didn't get, so he checked again with his colleague, and eventually I got it after 30mins which wasn't bad. Whilst I was waiting for their email, I've quickly checked how much it actually would cost to add luggage on the airline's website, which I couldn't find, but I found that other agencies do the same, but one of them charged GBP40.00, so Skywings charged me almost double. I do understand they need a commission and an administrative charge, and GBP75.00 wouldn't bankrupt me, but thought it was a bit much. For these reasons, I'd ideally give 3.5 stars, but I'd still happy to give them 4.