KIX Duty Free — Local services in Tajiri

Unacceptable Service and Disrespectful Handling of International Travelers I had an extremely disappointing experience with KIX DUTY FREE at Kansai International Airport. I purchased an expensive bottle of sake before an international connecting flight. Despite being sold at an international airport, it was not properly packed according to international transit standards. As a result, the bottle was confiscated by immigration authorities during my connection in Istanbul.

When I contacted their customer service, I expected at least a gesture of accountability. Instead, I received a cold and bureaucratic response, essentially blaming me, the customer, for not understanding their unclear and self-service packaging procedure — all this, despite the fact that airport duty-free shops exist precisely to serve international passengers.

Their final reply was even more disappointing, stating that since I had "clicked through the screen" without objection, they bear no responsibility — completely ignoring the fact that I relied on their staff and procedures at a busy international airport, under time pressure, and in good faith.

Not only did I lose money, but I also experienced unnecessary stress and frustration, all because of KIX DUTY FREE’s lack of proper service and empathy. This is not the level of service one should expect from a major international hub.

I strongly advise travelers to avoid buying liquids at KIX DUTY FREE if you have a connecting flight. They will not help you if something goes wrong — even when the fault is clearly with their system...

This is a real-life experience. The cashier was very rude. Assuming foreigners wouldn't understand Japanese, she swore at me while calculating. The Japanese female cashier, who holds extreme right-wing views, continued to swear at me during the transaction. As someone who understands Japanese, I protested, but there was no apology. I also received no apology from Kansai Airport authorities. It was a very unpleasant experience, and Kansai Airport should consider firing the cashier at the...

Nearly no food choice after security checks. Boring terminal 2. About duty free shop, fair prices and stocks. But services was not well. I asked a girl clerk where was Mevius 5 who was on duty on Aug 01 2024 15:30 at cigarette area. She simply answered “You should find it by your self.” I was so shock.. Thanks to another Chinese speaking gentleman help me to find...