Zuji Review

Zuji Review

It is among the most highly competitive brands in the online travel industry in Asia Pacific. Its strong suit is its three major hubs based in the busy commercial port cities of Hong Kong, Singapore and Sydney, Australia with its headquarters located in Singapore.

It’s name is a rough English derivation of the Chinese / Pinyin word for footprint. Based on the company’s LinkedIn profile, Zuji provides the customer with options for over 200,000 weekly flights on 400 airlines and over 100,000 hotels for their holiday and travel needs.

Founded in 2002, Zuji has grown to provide “information on airlines, package holidays, flights, activities, attractions, airport transfers, cruises, insurance, customer care support, hotels, car hires, destination guides and travel tips, greener travel, safety, security, and privacy.”

It also has a partnership with MasterCard Worldwide to accommodate the growing needs of their customers. Due to the company’s diverse list of services and need for added capital, it had been acquired by several companies since 2006. First, the company was bought by its major investor and technology provider Travelocity. Later in 2013, Travelocity sold Zuji to Webjet for $20 million.

Both Travelocity and Webjet shared the same sentiment when they bought Zuji. Their goal was to expand their footprint in Asia Pacific through a homegrown online travel agency in the region. Since the company has three major hubs in Asia Pacific, it also has three CEOs assigned to each hub. Hui Wan Chua handles affairs in the company headquarters in Singapore. Meanwhile, Charlie Wong is stationed in Hong Kong and also serves as a senior executive in Webjet. Then, Webjet appointed David Allen to handle the Australia/New Zealand hub. All of the CEOs assumed their posts in 2013.

Zuji review CEO

Zuji Singapore CEO Hui Wan Chua

However, did Zuji’s investors truly hit the jackpot when they bought the regionally based online travel agency or would they end up pulling themselves out of the expanding concerns of managing a web of international hubs located in a culturally diverse region?

This Zuji review would explore those concerns and experiences of previous customers.

Unhappy locals

Not everyone was happy with what’s going on with Zuji. Among those very disappointed were the customers. It was not because the company was taken over twice by bigger players in the online travel business. It’s just that nothing seemed to improve despite the inflow of capital.

A customer said, “if you’re looking for cr*p, look no further.” The customer was a student from Hong Kong who studies in Melbourne. Their flight itinerary came with a few stops before landing in Australia. However, that wasn’t even the problem. What really got them was the e-mail sent by Zuji telling them that the seat they had booked was no longer available. Add to that, the e-mail said that the airline had recommended that the passenger pay an additional $1,200 if they wanted to keep the seat. When the customer talked to customer support, they ended up listening to the customer service representative read out the e-mail that was sent to them.

Another Hong Kong based customer headed to Bangkok poured out their frustration by peppering their complaint with expletives. Only people armored like an armadillo would be so numb to their plight caused by the incomprehensible situation. The customer said that they booked a flight and immediately received an e-mail confirmation, which was a delight for any passenger excited with their trip. However when they woke up the next morning, they received another e-mail from Zuji. This time Zuji told them that the seat they booked was no longer available and that they had to pay an additional HK$1100 because the price of the ticket increased over night.

Such an e-mail received early in the morning could only result to wailing and gnashing of teeth.

Another customer nearly went bananas after they tried to book a flight and ended up receiving a message from Zuji that the service was offline and that they had to go back to the website after 48 hours. The customer then pointed out in their complaint that getting that same discounted ticket price after 48 hours would be next to never.

Site at Glacial Pace

This Zuji review got curious on how Zuji drives their customers nuts with their service. As it turns out, the website runs at a relatively slow speed.

The website offers the same set of services like any online travel website would offer. It has three links for each major hub they maintain in Asia Pacific, However, it really takes a while for the Zuji website to load a customer’s request. It’s like taking an order from an indecisive old person. It just takes too long.

Zuji review website

As for the abrupt increase on the ticket prices after barely a day of booking a flight, this Zuji review did not go any further so as to avoid diving to depression if the complaints about ticket prices surging up after a few hours is indeed true.

It’s not just dimes these customers were complaining about, they were being ripped off over $1,000 in additional fees.

Meanwhile, Zuji does offer customer support as well as chat support for their confused customers. They could also be contacted through their Twitter and Google+ accounts.

Zuji review mobile app

Contact information

Then again, customers could check out additional contact information about the company with what this Zuji review was able to gather:

  • Website URL: http://www.zuji.com/
  • Contact Email: onlinetravel@zuji.com.au
  • Head Office Address: 67 Ubi Avenue 1 Starhub Green, Singapore, 408942 Singapore

Plain Old Bad

Zuji has been true to their name. They are really leaving a footprint in the online travel industry, a really bad one. It’s disappointing that with the turn-over of management as well as the expansion of the three major hubs, Zuji is taking flak because of the service they had been providing even though it is regarded as a major key player in Asia Pacific.

Any comments or feedback with regard to this Zuji review? Don’t forget to post them at the bottom of the page.


2 thoughts on “Zuji Review

  1. Aurora468

    Zuji means footprints? Hell no! The footprints it’ll be leaving would headed downhill.

  2. marjorie dy

    $HK1100 as an additional? Too expensive, almost costs like a whole new ticket. This one is a ripoff.


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