The FlyHugz travel pillow is sturdy, packs down well, easy to use and will be great for getting more sleep on a long flight. However it seems that I wont be able to wear noise-cancelling headphones at... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
The pillow is exceptional, BUT the customer service is greatly lacking. I have contacted them 3x about how to return a 2nd pillow that I did NOT order, but I've heard NOTHING from them. It's in its or... See more
Company replied
Hi, I’m giving a 2 star for this review because I am missing an order. It’s supposed to be buy one get one for $49 and I only received one. I have emailed and left messages on your voicemail and until... See more
Company replied
I tried my pillow on an almost 9 hour flight to Switzerland, and I didn't sleep a wink! The pillow is too thick, and where the Velcro closure hits, it bothers my neck. It's also very bulky in its carr... See more
Company replied
Company details
Written by the company
Experience instant relief from neck pain and travel discomfort with FlyHugz™. Our Website: www.flyhugz.com For Our Support Page: https://flyhugz.com/pages/contact-us Email For Support: Support@FlyHugz.com How to Use: https://flyhugz.com/pages/how-to-use-instructions-flyhugz-pillow
Contact info
2548, 447 Broadway,, 10013, New York, United States
- +1 (938) 902-3331
- Support@FlyHugz.com
- flyhugz.com
2.9
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I would be happy to review the product…
I would be happy to review the product - IF I had it. I am still waiting. Thank goodness my trip isn't until September - it may take that long.
5 April 2026
Unprompted review
Reply from FlyHugz™
Hello Smassey,
We’re really sorry to hear that you’re still waiting for your order and understand how frustrating that can be.
After checking our records, we were unfortunately unable to locate any prior correspondence regarding this issue, and we apologize if your emails did not reach us.
We’d really like to help look into this for you and make sure everything is on track. Please reach out to us at support@flyhugz.com
with your order number or the email used for the purchase, and kindly mention this review so we can prioritize your case and provide you with an update.
We appreciate your patience and look forward to resolving this for you well ahead of your trip.
Warm regards,
The FlyHugz Team
Knockoff? Mildew or Mold at factory or warehouse
I’m not sure if I ordered from the ‘true’ Flyhugz. The one I received has a terrible smell of mildew or mold. I did email the company directly about this and have not heard back. I ordered directly on the site after finding out the ones sold on Amazon are knockoffs. My wife ordered from Amazon a few weeks before me, and hers is great. Mine is awfully smelly, and extremely hot. I could only bear to wear this for 5 minutes after airing it out for 3 days. I wouldn’t recommend this to anyone.
18 March 2026
Unprompted review
Reply from FlyHugz™
Hello Luke,
We’re really sorry to hear about your experience—that certainly doesn’t sound right and we understand your concern.
After checking our records, we were unfortunately unable to locate any prior correspondence regarding this issue, and we apologize if your email did not reach us.
What you’ve described is not typical of genuine FlyHugz products. Occasionally, a slight odor from packaging can occur and usually dissipates after airing out or washing the cover, but a strong mildew-like smell is not expected.
We’d really like to look into this for you and make things right. Please reach out to us at support@flyhugz.com
with your order number and a photo of the product, and kindly mention this review so we can prioritize your case and assist you further.
We appreciate you bringing this to our attention and hope to resolve this for you quickly.
Warm regards,
The FlyHugz Team
My FlyHugz just arrived
My FlyHugz just arrived, and I can't wait to use on my upcoming trip. They were delivered much sooner than expected. Very pleased.
4 April 2026
Reply from FlyHugz™
Hello Rosemary,
Thank you for your lovely feedback—we’re so glad to hear your FlyHugz arrived early and that you’re pleased with the delivery!
We hope it makes your upcoming trip much more comfortable and helps you get some great rest along the way. If you have any questions before you travel, feel free to reach out to us at support@flyhugz.com
.
Warm regards,
The FlyHugz Team
Ordered Months ago and still not…
Ordered Months ago and still not arrived :(
4 April 2026
Unprompted review
Reply from FlyHugz™
Hello Stuart,
We’re really sorry to hear that your order hasn’t arrived yet and understand how frustrating that must be.
After checking our records, we were unfortunately unable to locate any prior correspondence regarding this issue, and we apologize if your message did not reach us.
We’d really like to help look into this for you as soon as possible. Please reach out to us at support@flyhugz.com
with your order number or the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will investigate your shipment and assist you with the appropriate resolution.
We appreciate your patience and the opportunity to make this right.
Warm regards,
The FlyHugz Team
I made an order on 14 March - never received
I made an order on 14 March - received no shipment information and when I send an email I receive no reply.
Please provide me updates on the shipping or preferably a full refund if you do not plan to ship as it seems based on many other reviews here.
Order #430861
Update: 07/04/2026 - email sent again as requested by vendor - will update if reply received.
Update: 10/04/2026 - vendor agreed to refund and sent this today (waiting for it to arrive to my card)
14 March 2026
Unprompted review
Reply from FlyHugz™
Hello Craig,
We’re really sorry to hear about your experience and understand how concerning this must be.
After checking our records, we were unfortunately unable to locate any prior correspondence regarding this issue, and we sincerely apologize if your emails did not reach us.
We’d really like to help resolve this for you as soon as possible. Please reach out to us at support@flyhugz.com
with your order number (#430861) and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will check the status of your shipment and assist you with the appropriate resolution, whether that be an update or a refund if necessary.
We appreciate your patience and the opportunity to make this right.
Warm regards,
The FlyHugz Team
Success Updated
Finally received my 2 neck pillows. Looking forward to using them as they seem to be what they are advertised to be. Thank you for following up on my order which I was delighted to receive. Better late than never!
Was so looking forward to receiving my order which I placed in February. On tracking the parcel I could see it eventually arrived in the country but the tracker kept saying “bad address”. Obviously I rechecked the address I gave which was correct. Have emailed the company at least 4/5 times with my mobile number but have had no reply. I still would like to receive my order but I don’t know what else I can do. Any suggestions would be welcome…..
4 March 2026
Unprompted review
Reply from FlyHugz™
Hello Karen,
We’re sorry to hear about the trouble with your delivery and understand how frustrating this situation must be.
After reviewing your case, we can confirm that our team did respond and requested an updated address and contact number so we can arrange a reshipment. At the moment, we haven’t yet received those details, which is why the order has not been resent.
We’d still be more than happy to get this sorted for you. Please reply to our previous email or reach out to us again at support@flyhugz.com
with your correct address and phone number, and we’ll arrange the reshipment as soon as possible.
We appreciate your patience and look forward to resolving this for you.
Warm regards,
The FlyHugz Team
Love my purchases.
Easy to find on the website and love their products. Used my neck pillow for a 14 hour flight and bought my son and wife one for Christmas and they also loved it. I now have my ear plugs, sleep mask and soft blanket and Bag and the Anti theft bag, all for my long distance travel. Excellent quality material and workmanship.
3 April 2026
Unprompted review
Reply from FlyHugz™
Hello Robyn,
Thank you so much for sharing your experience—we’re really glad to hear you’ve been enjoying the FlyHugz range and that it made such a positive difference on your 14-hour flight.
It’s wonderful to know your family also loved their gifts, and that you’ve now built a full travel set with your earplugs, sleep mask, blanket, and anti-theft bag. We love hearing that everything is working well for your long-distance travels and that you’re happy with the quality and workmanship.
We truly appreciate your support and hope all your future trips are just as comfortable. If you ever need anything, feel free to reach out to us at support@flyhugz.com
.
Warm regards,
The FlyHugz Team
Unbelievable comfort
The fly hugz pillow is unbelievably comfortable. Previously, I used it on an overnight flight to Britain. My neck and head were comfortable the whole way. My travelling companion had a typical neck pillow and was constantly rearranging trying to get comfortable. My husband often uses it for an afternoon nap in the recliner.
2 April 2026
Unprompted review
Reply from FlyHugz™
Hello Wendy,
Thank you for sharing your experience—we’re really glad to hear your FlyHugz made your overnight flight to Britain so comfortable and supported you the whole way through.
It’s also great to hear the difference it made compared to a traditional neck pillow, and that your husband is enjoying it for his afternoon naps at home as well. We love knowing it’s useful both for travel and everyday rest.
We truly appreciate your support and hope it continues to serve you well on many more journeys ahead. If you ever need anything, feel free to reach out to us at support@flyhugz.com
.
Warm regards,
The FlyHugz Team
I borrowed one from a friend to try it…
I borrowed one from a friend to try it out before purchasing one of my own. Although only a short trip I tried it on my way home as I was pretty tired and it was certainly great. So I have ordered my own. It hasn’t arrived yet, and my long haul flight isn’t till later this year but I expect it to do a great job. Yes it was high around my neck but it needed to be to hold my head. I liked it. It worked for me.
23 March 2026
Unprompted review
Reply from FlyHugz™
Hello Lynne,
Thank you for sharing your experience—we’re really glad to hear the trial with your friend’s FlyHugz worked well and that you found it supportive and comfortable on your trip home.
It’s great to hear you’ve now ordered your own, and we hope it will serve you just as well on your upcoming long-haul flight later this year. Fit can feel a little different at first, but as you noticed, that higher support is often what helps keep the head properly stabilized while sleeping upright.
If you have any questions once yours arrives, feel free to reach out to us at support@flyhugz.com
—we’re always happy to help.
Warm regards,
The FlyHugz Team
Paid extra for the express shipping…
Paid extra for the express shipping still got it in 10 days. Don’t give the option to get it faster if you can’t deliver. Emailed the manufacturer several times never heard anything back.
9 March 2026
Unprompted review
Reply from FlyHugz™
Hello Jason,
We’re sorry to hear about your experience and understand your frustration regarding the shipping time.
After checking our records, we were unfortunately unable to locate any emails regarding this issue. It’s possible that your messages may not have reached us or were sent to an incorrect address.
Please make sure to contact us at support@flyhugz.com
, and include your order number and details, so we can look into your case and assist you properly.
We’d be more than happy to review your order and provide further clarification regarding the express shipping.
Thank you for bringing this to our attention.
Warm regards,
The FlyHugz Team
No update for so many days and delivery…
No update for so many days and delivery was very late
1 April 2026
Reply from FlyHugz™
Hello Afla,
We’re sorry to hear that your delivery took longer than expected and that there were limited tracking updates along the way.
Shipping times can occasionally be affected by courier delays, and tracking may not update frequently until the package reaches the next processing point. We understand how frustrating that can be, and we appreciate your patience.
If you need any further assistance or would like us to review your shipment in more detail, please feel free to contact us at support@flyhugz.com
with your order number, and we’ll be happy to help.
Warm regards,
The FlyHugz Team
BOGO but received only one pillow
I see lots of people complaining about missing a travel pillow. I have the same situation. I placed the order with the BOGO promotion, but I received only one. Sent two emails to support@, but no response has been received so far. We are travelling in 10 days.
Update on April 13, 2026:
Sent 3 emails to support@ after their reply here on my review on April 1. Still no response unfortunately.
15 March 2026
Unprompted review
Reply from FlyHugz™
Hello Lisa,
We’re sorry to hear about your experience and understand how concerning this must be, especially with your upcoming travel.
After checking our records, we were unfortunately unable to locate any emails regarding this issue, so it’s possible that your message may not have reached us or may have been sent to an incorrect address.
We’d really like to help resolve this for you as quickly as possible. Please reach out to us again at support@flyhugz.com
with your order number and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will be happy to check your order and assist you right away.
We appreciate your patience and look forward to getting this sorted before your trip.
Warm regards,
The FlyHugz Team
As of 3/29/26 No Package has been received that we ordered thru Flyhugz
As of 3/29/26, We have not received our FlyHugz package. On 3/20/26, Ninja Van PH stated item was delivered (HYEPHNC2026031200059191). It WASN'T DELIVERED. We have CCTV and we were home all day but nothing came. I emailed Ninja Van PH on 3/20/26 and informed them of the problem. They replied and stated they would check into it and get back. So far that hasn't happened. Since We haven't received this order I would like to have my Credit card CREDITED since the items haven't been received by use.
20 March 2026
Unprompted review
Reply from FlyHugz™
Hello Leilani,
We’re really sorry to hear about this situation and completely understand how frustrating it must be to see a “delivered” status when you haven’t received your package.
As previously communicated, we have already raised this issue with the courier and are currently awaiting their investigation and response. In cases like this, the courier needs to complete their internal check before we can proceed with the next steps.
Please rest assured that we are actively following up on your behalf. As soon as we receive an update from the courier, we will reach out to you right away with a resolution.
If you’d like any additional updates in the meantime, feel free to contact us at support@flyhugz.com
with your order details, and we’ll be happy to assist further.
We truly appreciate your patience while this is being investigated.
Warm regards,
The FlyHugz Team
NEVER ARRIVED AND THEY DONT CARE
AWFUL (should I say INEXISTENT CUSTUMER SERVICE, my order did not arrived. its been a week in somewhere else. i tried to reach "flyhugz" so they could do something about it (since the carrier its imposible to reach for us clients) they answer several days after saying that "they tracked the order and its all ready delivered" i send them the actual tracking and its active and on route. they have not answer yet. A month I've been waiting and I fly tomorrow to Japan. So THANKS FOR NOTHING. I WANT MY MONEY BACK.
28 March 2026
Unprompted review
Reply from FlyHugz™
Hello Jonathan,
We’re truly sorry to hear about your experience and understand how frustrating and stressful this must be—especially with your trip coming up.
After reviewing our records, we were unfortunately unable to locate consistent correspondence matching these details, and we sincerely apologize if there was any delay or miscommunication in our previous response.
We’d really like to help resolve this for you as quickly as possible. Please contact us at support@flyhugz.com
with your order number and the tracking information you received, and kindly mention this review so we can prioritize your case. Our team will re-check the shipment status and assist you with the appropriate resolution, whether that be a replacement or refund.
We truly regret the inconvenience this has caused and appreciate the opportunity to make this right.
Warm regards,
The FlyHugz Team
Very upset over the customer service I…
Very upset over the customer service I received when calling about trying to change/update my order.
Thought I was ordering the product with getting the free mask included but I guess not
I person I talked to was very very rude to me.
I have been in customer service in some way for over 50 years, so I know how to treat people with respect.
I feel I should be compensated in some way for this.
I like the product I got, but I think I should get the mask free of charge in the matching pink color.
10 March 2026
Unprompted review
Reply from FlyHugz™
Hello Julie,
We’re truly sorry to hear about your experience and understand how upsetting that must have been.
This is certainly not the level of service we aim to provide, and we sincerely apologize if our interaction came across as anything less than respectful. We truly value respectful communication and appreciate you bringing this to our attention.
After reviewing our records, we were unfortunately unable to locate prior correspondence related to this concern, but we’d really like the opportunity to make this right for you.
Please reach out to us at support@flyhugz.com
with your order number and details of your request, and our team will review your case and see how we can best assist you.
We’re glad to hear that you like the product, and we appreciate the chance to improve your experience with us.
Warm regards,
The FlyHugz Team
dont buy, its a scam
I ordered two neck pillow unfortunately only one came, I tried to email first maybe they could help like sending the one missing if not a refund but no one response from the support email.
product looks good and comfortable however sending uncomplete package which I paid for was not good. I hope through this review buyer willthink twice before purchasing for me seems like I paid double for one product since they only sent one pillow instead of two.
22 March 2026
Unprompted review
Reply from FlyHugz™
Hello Akie,
We’re really sorry to hear that you received an incomplete order and understand how frustrating that must be.
After checking our records, we were unfortunately unable to locate any emails regarding this issue, and we sincerely apologize if your message did not reach us.
We’d really like to make this right for you as quickly as possible. Please reach out to us again at support@flyhugz.com
with your order number and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will review your order and ensure the missing item is resolved promptly.
We appreciate your patience and the opportunity to fix this.
Warm regards,
The FlyHugz Team
they said it shipped and said it was…
they said it shipped and said it was out for delivery on March 4, 2025 and still haven’t recieved! Leaving on april 14, and wondering. if i need to go elsewhere. very sad. i have sent three e mails and of course have not recieved anything from them . I would warn people to not buy anything from them. Buy from some one you trust ! Amazon or actually try going to an actual store.
24 March 2026
Unprompted review
Reply from FlyHugz™
Hello Scott,
We’re really sorry to hear about your experience and understand how concerning this must be, especially with your upcoming trip.
After checking our records, we were unfortunately unable to locate any prior correspondence regarding this issue, and we sincerely apologize if your emails did not reach us.
We’d really like to help resolve this for you as soon as possible. Please reach out to us again at support@flyhugz.com
with your order number and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will investigate the shipment status and assist you with the appropriate resolution.
We truly appreciate your patience and the opportunity to make this right before your departure.
Warm regards,
The FlyHugz Team
ZERO customer service and help - Order #428881
ZERO customer service and help. I love the product but I only received half my order, missing two out of the four purchased. I have sent now four emails asking for help to replace the items that were not sent with no response. When I did finally get a response they were asking for pictures of packaging I threw away over a month ago at this point. I got HALF of what I paid for and no one will respond to actually help me or send what was paid for.
Order #428881
25 March 2026
Unprompted review
Reply from FlyHugz™
Hello Tammy,
We’re truly sorry to hear about your experience and understand how frustrating it must be to receive an incomplete order without getting a response.
After checking our records, we were unfortunately unable to locate any emails regarding this issue, and we sincerely apologize if your messages did not reach us.
We’d really like to make this right for you as quickly as possible. Please reach out to us again at support@flyhugz.com
with your order number and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will review your order and ensure any missing items are resolved promptly.
We appreciate your patience and the opportunity to fix this.
Warm regards,
The FlyHugz Team
Order incorrect, missing pillow
I have been trying repeatedly to reach the company in regards to my recent order. I have sent four emails. I have left at least four phone messages and responded on an ad on Facebook. I paid $75 for the Bogo neck pillows, one was a gift and I bought a Crossbody bag along with it. I only got one neck pillow. I paid for two I’d like to know where the other one is and no one will get back to me. Wanted to let you know that I did open a claim with my credit card company. They said it could take 30 to 60 days to get it back but I requested half the refund back for the missing pillow. So we’ll see what happens.
This company is very difficult to work with. I keep getting responses back that tell me I need to send them the order number which I have done and they keep saying that they can’t find my correspondence. 230 this morning. I got a message, waking me up by the way that they want me to send them the copy of the packaging which I no longer have. Maybe if they would’ve responded a month ago when the incident happened I might’ve been able to get that packaging. I am letting my credit card company handle the issue at this point and I will certainly not advise anybody to work with this company
People need to know about what I went through with this company. I did not get any results back until I listed that I was having my credit card company handle it. I jumped through hoops and sent them copies of the order and pictures of what they sent me because after a month, I no longer had the packaging that they wanted to see. After a month of back-and-forth and them insisting they never got my messages or my emails, they finally agreed to send me the missing pillow. So I have updated my experience from a one star to a three star, but the stress involving this was more than someone should deal with. But they did finally correct the problem.
12 March 2026
Unprompted review
Reply from FlyHugz™
Hello Wendy,
We’re really sorry to hear about your experience and understand how frustrating this must be, especially after receiving an incomplete order.
After checking our records, we were unfortunately unable to locate consistent correspondence regarding this issue, and we sincerely apologize if your previous messages did not reach us.
We’d really like the opportunity to resolve this for you as quickly as possible. Please reach out to us at support@flyhugz.com
with your order number and the email used for the purchase, and kindly mention this review so we can prioritize your case. Our team will review your order details and assist you with the missing item right away.
We also understand that you’ve opened a claim with your card provider, and we’re here to help resolve this directly with you as well.
Thank you for your patience, and we appreciate the chance to make this right.
Warm regards,
The FlyHugz Team
My order took over 5 weeks to arrive
My order took over 5 weeks to arrive, and was minus the free travel tips and hacks book. I had already returned home from my holiday by then so I now have an untried travel pillow. Needless to say that I am not very impressed with your service. Order number 422992.
9 February 2026
Unprompted review
Reply from FlyHugz™
Hello Doug,
We’re really sorry to hear about your experience and understand how disappointing it must have been, especially receiving your order after your trip and missing the included item.
After checking our records, we were unfortunately unable to locate prior correspondence regarding this issue, but we sincerely apologize for any delay or inconvenience you experienced with delivery and fulfillment.
We’d really like the opportunity to look into this for you and make it right. Please reach out to us at support@flyhugz.com
with your order number (422992) and the email used for purchase, and our team will review what happened with your shipment and assist you accordingly.
We appreciate your feedback and the chance to resolve this for you.
Warm regards,
The FlyHugz Team
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