Travelers hope for better customer service to Haiti as Zed Airlines arrives on market 

NEW YORK — Travelers welcomed the arrival of Zed Airlines for flights between the United States and Haiti this month, hoping the competition for Sunrise Airways will eventually lower airfares and raise customer service.

When Zed launched May 22, many Haitians were disappointed to see ticket prices comparable to those of Sunrise, Haiti’s primary carrier serving the U.S. market. However, some say, the new airline’s success may depend less on lower prices and more on reliability and customer service.

“Everything Sunrise lacks, they need to pick up,” said Pierre Paul, an entrepreneur based in Port-au-Prince, referring to Zed. “At the end of the day, customer service is the most important thing. How will they respond to problems like when people are missing their luggage?”

Paul said he was not surprised fares remained expensive given recent developments.

“Gas is expensive, and insurance costs are extremely high because of insecurity in Haiti,” said Paul, 40, who moved from Connecticut to Port-au-Prince in April. 

Zed Airlines CEO David Jean-Charles was not available for an interview with The Haitian Times for this article.

Sunrise Airways has previously told media outlets that operating costs surged after gangs opened fire on a commercial aircraft near Port-au-Prince in November 2024. Its insurers raise premiums on Haiti-bound flights as a result. The airline said limited seating and reduced routes also contributed to higher fares.

Zed enters challenging Haiti-US market

With its inaugural Miami-to-Cap-Haïtien route up and running, Zed plans to begin flying to Montreal starting June 8 and offer service to New York on June 11. Roundtrip tickets to the Canadian city were listed around $1,200 and roughly $1,000 roundtrip for New York.

The company has announced plans for Atlanta-to-Cap-Haïtien service, but has not yet released pricing. 

Founded by Jean-Charles, an entrepreneur, Zed has operated mainly between Haiti and Brazil before expanding into the U.S. market.

Sunrise Airways, founded in 2010, currently flies between Haiti and several U.S. cities, including Miami, Fort Lauderdale and Boston. The airline plans to launch service to Newark, N.J., on June 1.

Sunrise’s roundtrip Miami-to-Cap-Haïtien fares ranged from approximately $668 to $768 during the summer travel season, as of this writing. Zed’s lowest fares started around $796.

Florida-based IBC Airways also operates flights between the U.S., flying between Les Cayes and Miami, with roundtrip tickets averaging about $719.

Travelers say better service matters 

For many Haitian travelers, frustration with airline service extends beyond costly fares. Passengers frequently complain about delays, last-minute cancellations and poor communication from carriers serving the beleaguered country. Others say baggage often arrives on later flights without adequate notice, or is sometimes lost without explanation or compensation.

Guivens Appolon, an electrician and dance instructor based in Atlanta, said a Sunrise Airways delay disrupted plans to surprise fellow dancers during a trip to Cap-Haïtien in August 2025.

His flight, originally scheduled to arrive at 9 a.m., did not land until nighttime. Appolon said he also had to repurchase his mother-in-law’s ticket from Cap-Haïtien to Les Cayes after complications with the airline. He never received reimbursement.

“That hurt a lot,” Appolon, 30, said. “The service is poor. 

“When you’re making decisions in a business, the clients have to be satisfied,” he said. “Clients first.”

Appolon travels to Cap-Haïtien about six times per year for dance events and classes and to manage Villa Nana, an Airbnb property he owns. He said he plans to try Zed Airlines on a future trip, especially because the company intends to offer direct flights from Atlanta.

In addition to Appolon, Haitians also took to social media to express their miscontentment about Sunrise’s customer service and hope Zed Airlines will differentiate itself.

“I salute this initiative,” commented a Facebook user from Florida using the username Retrofolies. “I encourage the competition. It’s the competition against different airlines that will push airlines to better treat customers, make the prices more affordable.”

Meanwhile, Paul, the entrepreneur from Port-au-Prince, said he will likely choose whichever airline offers the best combination of price and service for future travel between Haiti and the United States.

“Competition sharpens your ability to grow,” Paul said. “You can’t grow without competition.”

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