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To Asiana Airlines in general and specially three ladies (including manager) who worked at Sale Ticket Desks (Column L, Third Floor in Incheon Airport South Korea),
Our family is very disappointed for Asiana business decision at 10 AM, July 27th 2016 from Sale Ticket Desk at Column L, Third Floor in Incheon Airport South Korea for our trip.
We planned and bought four round trip tickets with 920 US dollars per person for our family vacation (2 adults and 2 children with 13 and 16 years old) on sale from Seattle, Washington USA to Hochiminh, Vietnam several months before the trip started.
My family changed and cancelled plans to travel to central Vietnam because water had pollutions and danger that killed fishes and affected people in water when we arrived to Vietnam. Our children wanted to travel to Korea and Japan where they have not been there before for sightseeing, people, and cultures so we changed plans for the trips to Korea and Japan.
We contacted Asiana Airlines office in Hochiminh to change the flight for the date on July 27th 2016 early instead of August 3th 2016 to return Incheon Airport South Korea then stay 5 days in Korea and 4 days in Japan, and return back Seattle on Asiana Airlines from Incheon Airport South Korea on August 4th 2016. Asiana Airlines people in Hochiminh office told us that would not have a flight available until on July 29th 2016 (two days later) with penalties more than 200 US dollars per person to change the date and did not tell us anything about Asiana policies that we could not get out of Incheon airport and stay over South Korea. We found a different airline that had a fight on July 27th 2016 to Incheon airport so we booked the flights and hotels in Korea and Japan.
When we arrived and went to Asiana Sale Ticket Desks at Column L, Third Floor in Incheon Airport South Korea at 10 AM, July 27th 2016 to tell that we would not fly back Seattle from Tan Son Nhat airport from Hochiminh and would take the flight from Incheon airport from Seoul on Aug 4th 2016. Three ladies (including manager) at the Sale Ticket Desks told us that Asiana policies did not allow us get out of Incheon airport and stay over South Korea based on our tickets and had to give ups all return tickets back Seattle (Hochiminh to Seoul and Seoul to Seattle), then purchased the new one way tickets from Seoul to Seattle with $876 per person. We already travelled to Incheon airport and did not know Asiana policies before. We asked the ladies to do us a favor with the flexibilities for us to pay penalties with less than the new one way tickets from Seoul to Seattle $876 per person, explained the situation that our children wanted to have vacations in Korea and Japan, and already booked hotels and flights for Korea and Japan but Asiana Sale Ticket ladies still refused. We did ask to talk to higher Asiana Airlines management but it was refused from them.
We travelled on budgets for our family vacation and could not afford to pay additional return tickets the new one-way tickets from Seoul to Seattle with $876 per person back to Seattle from Seoul while we bought the round trip tickets 920 US dollars per person for the trip.
We spent the rest of the day at the airport to search for the flight from Japan back Hochiminh before the date to return to Seattle but we could not find the flight with our budgets. We explained the situation to our children. They were upset and decided that did not want to stay in Korea. Finally, our family's decision was to cancel all hotels in Korea and Japan plus round trip flight from Korea to Japan. We found the flights and hotels in Hong Kong, Malaysia, and Singapore under our budgets and enjoyed the new trips in those countries.
Base on Asiana Airlines decision affects as below:
For Asiana airlines:
1) If Asiana Airlines allows our family to catch the flight from Incheon airport to Seattle, the new passengers will replace our seats from Hochiminh to Seoul and Asiana airlines will get more money.
2) Get more money on penalties from us for catching the flight from Seoul back Seattle.
For our family:
1) Lost money and time for the flight Hochiminh to Seoul on Jul 27th, 2016.
2) Lost money on insurances for cancelling hotels in Korea and Japan and the round trip flights from Seoul to Tokyo.
We understand that every company always try to make profits. In this case, Asiana Airlines does not get anything from us and loose reputation for customer careless when we fly back to Hochiminh and catch the flight back to Seattle on Aug 3th, 2016.
The below is our question to Asiana Airlines:
1) Do ladies at Asiana Airlines Ticket Sale in their hearts feel sorry for our children (13 and 16 years old students) to cancel their vacation in Korea and Japan?
2) Do ladies at Asiana Airlines Ticket Sale care for customers or only try get money from customers?
3) What is benefits for Asiana Airlines in this case?
Personally, I also works with customers and suppliers. I always follow company policies but the flexibilities are used if the benefits are good for all (the company and customers). Every company has growths and expansions. In this case, your employees get nothing base on their decision and only damage your airline's reputation.
Seattle, Washington family.


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