iWofly レビュー 

iWofly からの回答

2025年4月3日

Dear Passenger,

We understand how important it is to feel confident in your booking, and we’re glad we could provide the support and reassurance you needed. Should you have any questions or need assistance in the future, we’re always here to help at service@iwofly.com. You can also call us during office hours at 010-51521642.

Thank you for choosing us, and we hope to assist you again soon!

Kind regards,
Service Team

iWofly からの回答

2025年4月3日

Dear Passenger,

We appreciate you sharing your concerns and want to clarify how our booking system operates.

The flight times displayed during your purchase are entered by you and cannot be modified by our team after entry. As a booking platform, we do not have the ability to alter flight times or other itinerary details once they have been selected and confirmed by the customer during the purchase process.

What you see during checkout is exactly what gets processed with the airline. If there was any discrepancy in your flight times, it would have been visible and confirmed by you before finalizing payment.

Kind regards,
Service Team

iWofly からの回答

2025年4月3日

Dear Passenger,

We understand how important it is to feel confident in your booking, and we’re glad we could provide the support and reassurance you needed. Should you have any questions or need assistance in the future, we’re always here to help at service@iwofly.com through email.

Thank you for choosing us, and we hope to assist you again soon!

Kind regards,
Service Team

iWofly からの回答

2024年10月25日 に更新

Dear Passenger,
Thank you for sharing your experience, and we’re sorry for any confusion.

Please rest assured that our platform is genuine and reliable. Once payment is successful, you can track your booking using the order number and the email address provided. After ticket issuance, you will receive an email with your ticket number. If you’re unable to locate your booking on the airline’s website, feel free to contact us at service@iwofly.com, and our team will be happy to assist you promptly.

We appreciate your patience and look forward to helping resolve this matter.

Sincerely,
Customer Service Team

iWofly からの回答

2024年10月25日 に更新

Dear Passenger,
We’re sorry to hear about your experience and understand your frustration regarding this situation.

During the booking process, we display detailed itinerary and passenger information to allow customers to review and confirm their selections, helping to prevent errors that could lead to additional costs. As a booking platform, we must follow the refund and change policies set by the airline, and unfortunately, we’re unable to override these rules if the ticket selected is non-refundable.

We apologize for any inconvenience this may have caused and appreciate your feedback as it helps us improve our service.

Sincerely,
Customer Service Team

iWofly からの回答

2024年9月28日 に更新

Dear Passenger,

We sincerely apologize for the impact on your travel plans. We regret to inform you that, as a booking platform, we do not have the authority to change flight schedules. All adjustments to flight schedules are made by your operating airline, and we will notify passengers as soon as we receive any change notifications.

Upon reviewing our records, we noted that in our initial notification of the flight change, we stated: 'Should you wish to reschedule or cancel your itinerary and get a refund, please let us know as soon as possible, and we will process it accordingly.'

Passengers can choose to accept the adjusted flight or opt for a reschedule or refund based on their travel arrangements. You also confirmed your acceptance of the flight change after receiving the notification, which is why we proceeded to confirm the new flight time. This confirmation indicates that you have accepted the change and will be traveling according to the new schedule, making it impossible to request an involuntary refund. Therefore, when you requested a refund after accepting the change, we advised that the original ticket rules state it is non-refundable.

We apologize once again for any inconvenience caused and hope you have a smooth journey ahead.

Sincerely,
Customer Service Team

iWofly からの回答

2024年9月11日

Dear Sebastian,

Thank you so much for your kind words! We’re thrilled to hear that you had a great experience with our customer support team. We always strive to provide quick and efficient service to all our customers, and it’s wonderful to know that we met your expectations. If you need any further assistance, please don’t hesitate to reach out!

Sincerely,
Customer Service Team

iWofly からの回答

2024年8月27日

Dear Passenger,

Thank you for your feedback and suggestions.

When making a reservation, we provided 3 types of fare, each clearly displaying the ticket's refund and change conditions as well as baggage information. Passengers are required to check the box agreeing to the terms and conditions before proceeding to the next step of the booking process. By confirming a booking, the passenger acknowledges and agrees to the conditions.

Our webpage displays that the 24-hour free cancellation policy applies within 22 hours of order creation. Beyond this time limit, the special policy no longer applies. If the passengers do not agree with this refund policy, they have the option to book a different fare type or purchase refund protection services.

Regarding the issue you mentioned with our service hotline, please kindly note that our customer support line offers assistance in both English and Chinese. Our representatives will record your concerns and forward them to the appropriate after-sales department. We will then handle your request based on your order details and the specific ticket change and refund policies, providing you with detailed instructions and confirmation via email. We continuously strive to improve based on your feedback, aiming to offer an even better service experience.

Sincerely,
Customer Service Team

iWofly からの回答

2024年8月13日

Dear Passenger,

In general, after your booking is confirmed and the ticket is issued, we send a notification email to your registered email. If you have not received this email, we recommend checking your spam or junk folder. Should you have any inquiries, please feel free to contact us at service@iWofly.com, providing your order number beginning with AT and we will address your inquiries as soon as possible.

Sincerely,
Customer Service Team

iWofly からの回答

2024年8月2日

Dear Passenger,

We regret to inform you that your reservation could not be finalized. We have reviewed the payment and communication records based on the order number you provided. According to our records, while you authorized the payment with your credit card, the payment verification was not completed successfully. As a result, the transaction failed, and we did not receive your payment, leading to the cancellation of your order.

Typically, you should receive a refund within 1-10 business days, depending on your card issuer. Additionally, you emailed us on July 30th at 11:02 PM with an inquiry, and we responded in an hour. If you have not received our reply, please check your email inbox.

We apologize for any inconvenience this may have caused.

Sincerely,
Customer Service Team

iWofly からの回答

2024年7月3日

Dear Passenger,

We're sorry to hear that you encountered an issue. If you made a reservation, you can check the status of your order on our website https://www.iwofly.com/ using your order number and the email address you provided. If you need any assistance, please feel free to email us at service@iwofly.com, and we will be happy to assist you promptly.

Sincerely,
Customer Service Team

iWofly からの回答

2024年7月3日

Dear Passenger,

We're sorry to hear that you encountered an issue. If you made a reservation, you can check the status of your order on our website https://www.iwofly.com/ using your order number and the email address you provided. If you need any assistance, please feel free to email us at service@iwofly.com, and we will be happy to assist you promptly.

Sincerely,
Customer Service Team

iWofly からの回答

2024年6月18日 に公開

Dear Passenger,

We are very sorry to hear that you mistakenly booked the wrong travel dates. Upon reviewing your order, we found that your payment was made on June 13, 2024, at 04:00:02 (GMT+8, Hong Kong Time), and the ticket was issued and the confirmation email sent at 04:14:04 (GMT+8, Hong Kong Time) on the same day. The ticket issuance process is typically automated and completed within a short time frame. Your order was completed within 15 minutes, and once the payment is made and the ticketing process begins, we are unable to cancel the issuance.

Regarding the travel dates, our booking process includes a step before payment where we ask passengers to confirm all booking details, including the passenger’s name, information, travel dates, and selected services, to avoid any errors. Unfortunately, it appears that this information was not reviewed at this step in your case.

Regarding the ticket refund and change policies, we offer two options:

Standard Fare: This option is more cost-effective, providing a lower price but with stricter refund and change rules. This means that unless there is a significant schedule change, flight cancellation, or a situation caused by force majeure preventing travel, all refund and change requests must adhere to the fare's specific terms.

Flexible Fare: This option offers more lenient refund and change conditions. If you selected this type of fare, you can request a refund based on the fees displayed on the webpage.

The clause you mentioned, "As long as the airlines provide free involuntary refund/cancellation, we will also offer you a free of charge service with no conditions," applies only in cases of significant schedule changes, flight cancellations, or travel disruptions due to force majeure. In these situations, the airline allows for involuntary refunds, and we will assist you with your request. However, as your flight has not experienced any schedule changes or cancellations, we regret that we can only process your refund request according to the rules of your purchased ticket.

Your flight is scheduled to depart in a month. We recommend waiting to see if the airline makes any schedule changes or cancels the flight, as these circumstances might allow you to apply for an involuntary refund. However, at this time, we regret to inform you that your ticket is not eligible for a refund.

Sincerely,
Customer Service Team

iWofly からの回答

2024年6月13日

Dear Passenger,

We reviewed your order history and found that your payment was completed in the early hours of June 11th, and the ticket was successfully issued later that afternoon.

We responded to your inquiry within 8 minutes, providing details about your order, ticket, and how to check your booking status. Despite our efforts to assist you, we're sorry to hear that you're not satisfied with our service. We hope you have a pleasant journey.

Sincerely,
Customer Service Team

iWofly からの回答

2024年6月7日

Dear Passenger,

We apologize for the unsatisfactory booking experience. After verification, we confirm that your ticket is genuine and valid for use.

Based on your feedback, we have escalated the issue to the relevant department to apply for appropriate compensation. Additionally, your order has been fully refunded to your original payment method.

We are sorry for any inconvenience.


Sincerely,
Customer Service Team

iWofly からの回答

2024年6月7日

Dear Passenger,

Please be advised that we offer flexible fare options for passengers. If you have already booked a ticket and provided the correct email address, you will receive a confirmation email accordingly.

Should you wish to request a refund or have any other inquiries, please send your questions to service@iwofly.com, and we will respond promptly during our business hours. Additionally, we have confirmed that your order has been successfully refunded, and the amount will be returned to your payment account within 1-7 business days.

Sincerely,
Customer Service Team

iWofly からの回答

2024年6月7日

Dear Passenger,

We regret to inform you that your ticket could not be issued successfully. Generally, our ticket prices are competitive, making us a preferred choice for passengers looking for affordable fares.

In rare instances where we are unable to issue a ticket, we promptly notify you and provide a full refund so you have sufficient time to make alternative arrangements.

We apologize for the inconvenience and would like to remind you that ticket prices fluctuate in real-time, which is beyond our control. We are truly sorry for any inconvenience this may have caused.

Sincerely,
Customer Service Team

iWofly からの回答

2024年5月8日

Dear Passenger,

Please be advised that we strive to respond promptly to passenger inquiries during business hours. If you haven't received a response, it might be due to your inquiry being sent outside of our operating hours.

Additionally, if your payment has been successfully processed and your order is in the process of ticket issuance, we assure you that your travel arrangements will be secured. You will receive a flight confirmation email once the ticket issuance is completed.

However, if your order has been canceled after payment, it could be due to payment timeout or failure to complete payment verification. In such cases, we will send an email to inform you of the specific circumstances. Please be patient as your issuing bank processes the transaction failure, which will automatically initiate the refund process.

Sincerely,
Customer Service Team