Asiana Airlines Customer Service Issues

Upon my recent trip from California to Manila, I encountered an issue with my luggage after arriving at Terminal 1. My itinerary number is P6NAQH, and I had a connecting flight to Puerta Princessa Palawan from Terminal 2. During the transfer, I observed severe damage to one of my bags, with the wheel detached and the casing torn, exposing the contents. Regrettably, I couldn't report the damage immediately as I had to catch my next flight promptly. Philippine Airlines suggested reaching out for assistance, hence this message. I possess images of the damaged bag and was able to proceed with my journey thanks to the airline staff's temporary fix. Kindly provide guidance on resolving this matter, as returning to the USA with this damaged luggage is not feasible. Thank you. Dr. S. Agarwala

Hello, I recently made flight reservations with Asiana Airlines and encountered a couple of issues that I need assistance with: 1) The names on my electronic itinerary/receipt are incorrect. 2) I was surprised to find out that my second flight departs from a different airport in Seoul, which is inconvenient for me. I have been attempting to contact customer service over the phone for hours without success, and it has been quite frustrating. Time is of the essence, so I would appreciate it if someone could reach out to me regarding my booking. You can contact me via email or at my UK phone number: [redacted]8. I am currently in Australia. I require help in correcting the names on my itinerary and also discussing the possibility of cancellation or exploring other options. Ticket number: [redacted][redacted] Reservation: UB7PY5 ([redacted]8) Thank you in advance for your assistance. Best regards, Charlie Thomas

I am writing to share my recent experience with Asiana Airlines. My name is Pin-San Huang, and I was scheduled to fly from San Francisco to Seoul on flight OZ211 on 11/28 at 11:30 pm, seated at 33K. Upon passing through the boarding gate, I proceeded to the duty-free pickup area to collect my purchased items. Unfortunately, my items were not available, leading to a delay as I waited for them to be located. After 10 minutes, a flight attendant approached me, indicating that the boarding door would be closing soon. The attendant's tone came off as sarcastic, leaving me feeling pressured to either wait for my items or risk missing my flight, which I found to be incredibly frustrating and unjust. I believe that the situation could have been handled more professionally and with better customer service. I hope to receive an apology or resolution from Asiana Airlines promptly.

Due to an unfortunate event, our family trip to Korea had to be canceled. My daughter had a surgery to fix her fractured elbow, making it impossible for us to travel together. We had flights booked from Singapore to Seoul and from GMP to CJU. I canceled my daughter's ticket yesterday, and I'm now requesting assistance with canceling the remaining tickets for the rest of my family. I would greatly appreciate a refund for the unused tickets due to these unforeseen circumstances. We look forward to the possibility of traveling with Asiana Airlines again for our annual vacation to Korea when the situation allows.

Dear Sir/Madam, I wish to address my recent experience with Asian Airlines during my flight from Manila to Seoul on Dec. 4, [redacted], at 12:05 PM on flight OZ702X. I was informed of a delay and was assured a hotel stay during my connecting flight with United Airlines due to my limited layover time. Unfortunately, the provided scheduled connecting flight forced me to stay at the San Francisco Airport for over 9 hours. This prolonged delay resulted in me arriving late at my final destination in Orlando, affecting my plans. Additionally, despite my knee issues and wheelchair assistance requirement, I was given a seat with no legroom and faced inconveniences during the journey. The promised hotel accommodation was also not provided, leaving me without proper rest or meals. I am disappointed by the overall handling of my travel by Asian Airlines. Sincerely, Frustrated Traveler

I am Mrs. Olivia P. Bolos, and my husband Victorino Bolos have booked three round-trip flights on Asiana Airlines. We are wondering if we can accrue mileage for all these flights, including our upcoming trip on December 27, [redacted]. We were unaware of the mileage program until recently and are pleased with the service provided by the Korean flight attendants. We have kept all our previous booking tickets and hope to receive mileage or points for those flights as well. We kindly request that you consider including our past flights in the mileage calculation. We are willing to provide our booking tickets for verification if needed. Thank you, Mrs. Bolos.

I am writing to express my disappointment with the recent flight experience my husband and I had from Heathrow to the Philippines. When checking in, my husband's ticket was nowhere to be found, and the staff mentioned that it had been deleted without a clear explanation. We were forced to purchase new return tickets at a cost of £[redacted], despite having already paid £[redacted] for his ticket, making the total expense for his tickets exceed £[redacted]. While waiting to board, I reviewed emails from the booking agency and realized that the airline may have been at fault for losing my husband's ticket. We had made a name correction for his ticket back in March [redacted], which was confirmed via email correspondence with the agency and the airline. However, the check-in counter staff could not locate the updated information and insisted on the missing ticket. This situation caused immense stress and frustration, especially considering my pregnancy and my husband's shoulder injury. We were looking forward to a relaxing Christmas holiday but instead, we were left in tears and distress due to the mishap. The ticket was originally booked under the name MICHAEL JAMES and was changed to MICHAEL JAMES SALTMARSH. The flight details are as follows: OZ703 on December 15, [redacted], from Heathrow Terminal 2 to Manila Airport. I am seeking an explanation and a refund for this ordeal.

I recently flew on flight OZ7003 from Manila to Korea and then to Seattle on December 12. Upon returning from the Philippines, I was expecting to receive my two boxes. However, upon arrival, I was called to assist with locating one of my missing boxes. Despite assurances that I would receive it the next day or by Friday, the box did not arrive. Numerous phone calls to follow up on the delivery were unsuccessful. I called around 3 pm and later at 7 pm, with no response. When I finally reached someone, they were unhelpful and seemed disinterested. I was extremely disappointed and frustrated, especially since the box contained presents for my 98-year-old grandma's birthday. This experience has left me feeling beyond frustrated. Despite my efforts, no one from Asiana Airlines has provided me with a clear answer. Sadly, I have decided not to fly with Asiana Airlines again. I have even shared my experience on social media. Can someone please assist me in locating my missing box?

My spouse, T.D., and I, J.L., had flights booked with Asiana Airlines from Seoul to Cambodia then to France on December 14th and 21st. Airline reference: LV3TAU Origin & Destination: Seoul Incheon Intl. Apt. to Phnom Penh Siem Reap to Paris Charles de Gaulle Due to a car accident in Seoul on December 14th, I sustained injuries to my arm and spine, requiring surgery, preventing us from taking the flight to Cambodia. We were hospitalized until December 18th, making it impossible to contact you sooner. Kindly advise on the potential refund options given the exceptional circumstances. Attached is my hospital's surgery certificate for verification purposes. Thank you for your understanding and attention to this matter.

My name is Julien L. and my wife, Tiffany D., were scheduled to travel with Asiana Airlines from Seoul to Cambodia and then to France on December 14th and 21st. Airline reference: LV3TAU Asiana Airlines We encountered a serious accident in Seoul just hours before our flight to Cambodia. Due to my injuries requiring surgery on December 14th, we were unable to proceed with our travel plans. Our hospitalization lasted until December 18th, preventing us from contacting you sooner. We are now seeking information on the refund options available given the exceptional circumstances. Thank you for your understanding and attention to this matter. I can provide a surgery certificate from the hospital as proof of the need to cancel our trip due to medical reasons.

I am writing to share my recent experience on Asiana Airlines flight OZ203 from LAX to Incheon. The head of the cabin, Sy Lee, handled a situation poorly that left me extremely disappointed. The in-flight entertainment system was not working for the first two hours of the flight despite multiple attempts by the cabin crew to fix it. When approached, Mr. Lee was unapologetic and suggested relocating to different seats, which were not preferable. He did not offer any gestures of goodwill or apology for the inconvenience. This lack of customer service and professionalism, including Mr. Lee attempting to convince other passengers to write testimonials in his favor, was unacceptable. As a result, I rate this experience 1/5 and will not be choosing Asiana Airlines for my future travels. The disregard for customer comfort and the dismissive attitude displayed by the cabin head throughout this incident were very disappointing and not in line with industry standards.

I am writing to file a complaint about the cabin manager on Asiana Airlines flight OZ203 from LAX to Incheon. The experience was extremely unpleasant due to the non-functional TV monitor and lack of inflight entertainment. Despite my attempts to address the issue with the cabin crew, it was not resolved and I was even informed that this situation was common. The cabin manager was unapologetic and unhelpful, insisting that our only option was to move to different seats, which were not preferable. Despite my request for an upgrade or some form of compensation, he dismissed our concerns and did not provide any gesture of goodwill. His behavior was unprofessional and disappointing. As a result, I will not be flying with Asiana again and rate my overall experience as 1 out of 5. The importance of inflight entertainment on a long-haul flight cannot be understated, and the lack of resolution and poor customer service I experienced are unacceptable. Bogus

Hello, I am reaching out regarding my delayed baggage while transferring between Asiana Airlines and United. I am disappointed by the lack of compensation I have received. United mentioned that the final carrier is responsible for timely delivery of baggage. After waiting for 2 days after filing the report, my luggage finally arrived. I believe I am entitled to the compensation outlined on the Asiana Airlines website, which includes $20 per kg for delayed baggage and a daily necessity fee. I have incurred additional expenses purchasing essential items during the delay and was unable to give gifts to the people I intended to meet. As I only had one bag containing all my belongings, this situation has inconvenienced me greatly. I am surprised and upset that Asiana Airlines has not addressed this matter directly. I have attached the report from the Delhi airport for your reference. Thank you for your attention to this matter. Best regards, Danish

I have flown with your airline before and was pleased with my experience until my recent flight. My wife and I received an email on December 16th informing us of a one-hour delay for our flight, which we arrived for accordingly. However, the check-in staff at the counter were abrupt and unkind, claiming we would miss our connection due to the delay. Despite our early arrival, we were told our only option was to take a different airline to Taiwan with a long layover, inconveniencing my elderly mother who was picking us up in Chicago. When I inquired about alternatives, I was given no other options and felt rushed to make a decision. Transitioning to the EVA Air flight was chaotic as neither Asiana nor EVA Air staff assisted us in reaching the boarding gate promptly. We raced through the airport, fearing we would miss our flight, causing significant stress. After arriving in Taiwan, the delay affected my mother's plans and health, preventing her from enjoying our Christmas visit. Despite my initial positive impression of Asiana, this ordeal has left me apprehensive about my return flight and inclined to advise my loved ones against choosing your airline. I am profoundly disappointed with the entire ordeal and would appreciate further discussion on this matter.

Hello, my name is Katrina Lee. On January 2, [redacted], my family flew with Asiana Airlines from Osaka to Manila with a connecting flight in Incheon. Upon arrival in Incheon, we were approached by a gentleman and a lady who stated we had a booking issue. Despite our polite inquiries, the gentleman rudely insisted we had a problem and instructed us to follow the lady. Confused, we were taken to speak with Ms. Olga Ten, who kindly explained that our reservation was for business class, and they were offering to transfer us to economy class. Despite being long-time Asiana customers, the treatment we received was unacceptable. We demand an explanation for the rudeness displayed by the gentleman and request appropriate action be taken to address this incident. Thank you.

I would like to file a complaint regarding the service I received at the flight counter this morning from Drew Nguyen. He appeared confused and took an extended amount of time at each step of processing my information, even needing to consult his supervisor multiple times. Despite my concerns, he assured me nothing was wrong. He was distracted while handling my luggage, even removing and unpacking them twice. He held up the line unnecessarily until reminded it was boarding time. This led me to rush through security to make my flight's gate time. Given the full price I paid for my flight, I am unhappy with the service provided by Drew Nguyen and unsure about future flights with Asiana. I hope this issue can be addressed promptly to prevent similar occurrences in the future. I am also interested in knowing if a second flight to the same destination is available tomorrow. Thank you, LNS Email: [redacted]

My girlfriend Mallory Plummer and I, Scott D., landed in Ho Chi Minh City on January 3rd on Asiana Flight OZ [redacted]. Unfortunately, only one of our bags made it to the baggage claim. A helpful agent approached us, scanned the baggage tag, and informed us that there was no record of the tag being scanned or loaded onto an Asiana flight. This left Mallory upset as she had no clothes for our trip. We bought new clothes and a bathing suit from a mall in Saigon. About 48 hours later, we were contacted regarding a woman who mistakenly took our luggage. We confirmed there was nothing valuable inside and requested the bag be sent to our hotel. Upon receiving it, we noticed the lock was broken, and some items were missing while an unfamiliar purple shirt was present. Reflecting on this, it seems likely that someone working at the airport may have been involved. Despite this unsettling experience, our overall interaction with Asiana was positive.

Hello, I am Jefferson Badar, and I am extremely disappointed by the experience my wife, son, and I had with your company. Our flight from the Philippines to Korea to Seattle was canceled while we were waiting in line at the Manila airport for check-in. Despite being four hours away from Manila, when we inquired about hotel accommodation, the ticketing manager attributed it to weather (snow) and refused to provide lodging. However, upon checking the weather forecast for Korea on February 19th, there was no indication of snow on that day or even on the 18th. We were rebooked on a flight for the following day, February 20th, but we attempted to reschedule to avoid unnecessary travel with a baby. The staff's response was insensitive, stating, "we already gave you a favor by giving you a next day flight," which was discouraging given the distress we were facing due to the airline's mishap. When we finally boarded the next day, the flight was delayed by an hour and a half, causing chaos as we rushed to catch the flight in Korea with a baby. Upon reaching Seattle, our luggages were missing, adding to the already terrible experience. This whole ordeal was incredibly unpleasant, especially the treatment received from the Pampanga office staff and the unhelpful attitude of the Manila ticketing staff, particularly Fritzy. It is disheartening that we were made to feel like we were at fault for the continuous delays and cancellations by your airline.

As a Diamond member and frequent flier with Asiana Airlines, my recent trip from Delhi to SFO was quite challenging. I had my luggage, including hockey sticks for my grandkids. This caused a delay and unfortunately, I had to leave the hockey sticks behind at the airport. I always promote Asiana Airlines to my friends and relatives. On this trip, my relative had to purchase an extra bag for her computer, resulting in extra fees. I paid $[redacted] for an extra bag and $[redacted] for a new one, which was a significant expense for me. I kindly ask for assistance in this matter. Thank you. Apinderjit

Hello, We, Anna N. and Anastasia R., are reaching out regarding our ticket refund requested on December 5, [redacted], totaling $3,[redacted]. As of February 25, the refund has not been received. We received a check from Asiana Airlines, but Citi Bank informed us they have no account with Asiana Airlines and could not process the check. After multiple visits to Citi Bank and Bank of America, we contacted Asiana Airlines, and their manager promised a money order within a week. It has been 83 days since the refund request, and we have not received the money order yet. We request Asiana Airlines send the money order to [redacted] Pomelo Dr., Apt. H10, Vista [redacted], and provide a deadline for its arrival. If we do not hear back in writing within three weeks, we will consider legal action. We believe our loyalty has not been valued. All relevant documents have been submitted. Please contact us at [redacted] or [redacted]. Thank you, Anna and Anastasia