Starlux Airlines
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"Starlux Completely Ruined Our Trip Plans – Never Again"
I booked a trip for 7 people to Japan and decided to give Starlux a try for the first time. Big mistake. Two days before our trip, they suddenly moved our flight from 12 PM to 6 PM, completely throwing off our schedule and making that entire day obsolete. When I contacted them, they brushed it off and claimed this is “normal with other airlines too.” What a ridiculous excuse. Now I’m stuck flying with three kids well past their bedtime, rearranging our rental car, and canceling dinner reservations and activities—all because Starlux can’t get their act together. They may have great PR, but this is not how a professional airline should operate. I’ll be sticking to the other two airlines in Taiwan from now on.
"Great In-Person Service, But Poor Remote Customer Support"
If you need anything from Starlux while in Taipei, this is the place to go. I visited on a Monday at 3 PM and was pleasantly surprised—there was no queue, I was served promptly and politely, and the staff were friendly, clear about what I was signing up for, and resolved my issue within five minutes. However, I have to comment on Starlux’s other customer service channels. Trying to reach them via live chat (in English) was a nightmare. I attempted it twice, and both times I waited over two hours while being told I was “number 1” in the queue. Progress through the queue was painfully slow, moving just one spot every 10–30 minutes. Clearly, something is wrong with this system. Adding to the frustration, my flight was rescheduled 12 hours later, and I was unable to modify it online. With no way to call (since I was abroad without roaming) and live chat not working, I felt completely stuck. Thankfully, I could visit this office in person, but it’s unacceptable how limited and ineffective Starlux’s remote communication options are.
"Frustrating Experience – Starlux Lacks Basic Customer Service"
I called Starlux’s English hotline and waited on hold for an hour. When someone finally answered, I spoke in English—only to have the agent respond in Chinese and clearly not understand what I was saying. Thankfully, my wife was able to take over the conversation in Chinese, or I would have gotten nowhere. What’s the point of offering an “English hotline” if the staff can’t properly communicate in the language? To make matters worse, their website doesn’t even allow people with longer names to complete a booking, and they couldn’t help me resolve this issue through their system. I initially had a good impression of Starlux, but after wasting hours just trying to book a ticket, it’s clear they don’t understand the basics of customer service or user experience. I’ll be avoiding this airline in the future.
"Mixed Experience – Cold First Impression but Good Service Later"
I received a notification that my flight was delayed, and the seat I had paid for online was also changed. I tried calling customer service, but no one answered, so I decided to visit the store in person. When I first walked in, the place looked empty except for three staff members sitting in the middle, and for a moment, I thought I was in the wrong place. Initially, their attitude felt quite cold, which didn’t leave a good first impression. However, I later noticed the number drawing machine, took a number, and waited my turn. Once I was called, the staff’s attitude improved, and they provided good service.
"Excellent Service – Professional and Patient Team!"
The service was truly professional, attentive, and very patient throughout the process! Special thanks to Louis Lu and Kerry Tsai for their outstanding support. 🛫🙏🏼
"Great Flights but Terrible Customer Service Experience"
I was very happy flying to Los Angeles—Starlux Airlines impressed me with their excellent service and comfortable aircraft. 👍 However, my experience trying to reach customer service has been incredibly frustrating. The phone hotline is useless—no one answers despite repeated calls, and the online customer service through the app feels like nothing more than a decorative feature. Emails also go unanswered. I’ve been trying for three days to change my return ticket so I can fly back to Taiwan with my parents, but I haven’t been able to get any response. Meanwhile, ticket prices keep rising, and I feel completely helpless. 😮💨 It’s convenient to buy tickets, order meals, and add luggage online, but making any changes is extremely difficult. I used to have a very positive impression of Starlux, but this experience makes me wonder if the company’s rapid expansion has outpaced its ability to provide proper customer support. Are you developing new routes without hiring enough staff to assist your customers?
"Extremely Frustrating Customer Service for Award Ticket Redemption"
I waited half a day for the customer service hotline to be answered, and the online customer service disconnected after keeping me in queue for over an hour—only to make me start all over again. Isn’t this a bit absurd? All I want is to redeem an award ticket. Why can’t this be done online? Why must I go through customer service? Does everyone in Taiwan really have to visit the Taipei store just to handle this? I’ve already spent so much time trying to sort out this ticket, and it’s still unresolved. It makes me wonder—why do I keep swiping my card to accumulate reward miles if using them is such a hassle? 🫠🫠
"Pleasantly Surprised by Quick Response and Friendly Service"
I called customer service over the weekend and, after selecting the options, I only had to wait about six minutes before someone answered—which was much better than I expected (especially compared to some large banks and insurance companies where the wait is often much longer). The customer service agent seemed a bit new to the role, but they were hardworking, polite, and did their best to assist me. I appreciate their effort and would encourage them to keep improving!
"Excellent In-Person Service Solved My Mileage Claim Issue"
My mileage claim attempts always failed online, which was quite frustrating. This morning, I visited the Xingyu Image Store near my home, and Ms. Pan Yuzhen at the counter was incredibly friendly and helpful. She quickly identified and resolved the incorrect information I had entered, making the whole process smooth and stress-free. Thank you, Ms. Pan, for your professionalism and kindness!
"Disappointed in Starlux Senior Management’s Mileage Policy Change"
This one star is directed at the senior management of Starlux Airlines, not the hardworking frontline staff. Although they probably won’t see this, I still feel compelled to express my extreme disappointment. Many loyal customers, like myself, who wish to redeem mileage tickets can understand that rules may change over time. However, isn’t it unreasonable and stingy to give only two weeks’ notice via email? For comparison, other major airlines in the region provided over a month of buffer time when implementing similar changes. Why does Starlux offer such a short window? Is it because your operation is on a smaller scale? Even so, cutting the notice period like this sends the wrong message to your customers. While I appreciate that your aircraft are newer and your meals are more thoughtfully designed, what other competitive advantages do you truly offer? The lack of routes and the prevalence of aircraft sizes similar to low-cost carriers make this even more difficult to justify. I doubt the policy timeline will be extended, but this entire experience has left me feeling that those of us who support Starlux are not being valued or respected. The staff I’ve interacted with have always been friendly and hardworking, but it’s the decision-makers in senior management who are deeply disappointing.
Starlux Airlines
Starlux Airlines (Chinese: 星宇航空) is a Taiwanese full-service airline headquartered in Taipei, Taiwan. The airline launched its inaugural flight from Taipei to Macau on 23 January 2020. It operates from its main hub at Taoyuan International Airport and positions itself as a premium carrier offering upscale in-flight services.
Address
No. 168, Sec. 3, Nanjing E. Rd., Zhongshan Dist., Taipei City, Taiwan
Website
https://www.starlux-airlines.com/
Email
https://www.starlux-airlines.com/en-US/support/contact-us/contact-information
Telephone
+886-2-2791-1199