One of the Better LCCsPeach are, so far as services offered for prices paid, one of Japan's better LCCs, offering a similar service to Jetstar. Compared to Vanilla Air, with whom they are beginning to compete despite both being wholly owned by ANA, they have a functional booking website which presents all details (including, most importantly, the passengers' names) at the time of booking. They generally provide the services their customers pay for, or at least give a full refund if they can't (see their Terms and Conditions), putting them well ahead of other carriers such as Scoot and Air Asia, which cancel flights for their own reasons and then give (partial) "refunds" as vouchers. Peach services are sometimes a little chaotic, with long check-in queues and crowded waiting lounges, but it's a fair compromise for what are sometimes very cheap fares, especially during their sales.
Peace are UnreachableHowever, there's one big catch with Peach: they're totally unreachable. Yes, really. There is no way to get in touch with Peach, not matter how urgent or important you may consider it. There is no email address or online form to submit. There is a phone number (81-3-6302-8991), hidden in their website under FAQ, however it just cuts off, all day, every day, without even an option to leave a message. Everything is expected to be done through their online booking system, which is quite effective for most flyers needs, unless you suddenly find you have a simple, urgent request. For example, most airlines offer a twenty four hour grace period to amend errors in the booking process free of charge, however that's not possible with Pach because there's no way to reach the airline. P
Changes? Problems?This can be a significant problem if there is an issue with overcharging, double booking or other errors in the booking process, as banks often require the the customer to have made contact with the airline to initiate a dispute of a charge, but that's impossible with Peach. So you may end up with a large credit card bill, possibly in error, with no possible recourse, something I'm sure Peach do very well out of. The only hope is to try to persuade your bank to remove the charge, and I guess you'll then hear from Peach eventually. But I have no idea what the outcome of such a dispute would be, especially if it had passed the deadline for changes, because Peach were unreachable.
Peach have relatively low cancellation rates for an LCC, and in theory they do offer refunds when they do have to cancel (unlike Scoot or Air Asia). But one common complaint is that when the airline cancels for a legitimate reason (such as typhoons, which are a fairly regular occurrence in Japan) then there's no way to get in touch with them if you don't receive the refund, so little you can do to get it unless you are able to cancel the charge with your bank. It really is necessary for an airline to be contactable, just like any other business.