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Reviewed June 8, 2020
If you have to cancel for any reason and you are close to a year from the purchase of your ticket, don't bother calling. You'll be charged for the change and you won't be able to reschedule. Just miss your flight and the loss will be less. This is what they should say to their customers. Asiana hasn't made accommodations to the one year limit for any changes that had to occur due to the pandemic. It's too bad my dad couldn't take his scheduled return flight in April when travel into the US was closed. Fine. It's not their fault the pandemic happened. But don't take more money and promise a reschedule. Look at our info first, tell us what we can and can't do. Don't just give us information and charge us when it doesn't apply to our situation.
Reviewed March 21, 2020
Well, being ** I felt they could be a little more accommodating to my needs. An example I fell asleep while the food was being served. I woke up just as they were putting the carts away. I had to motion the stewardess 3 times to get her attention and got severe a cold dinner. They could have a little courtesy about waking me up for the meal as they do when you need to bucket your seat belt. I felt alienated on the entire trip.
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Reviewed Feb. 24, 2020
Flew from Rome to Seoul on 7 Feb 2020, On boarding, there were no crew at the doors to check passengers tickets or usher them. Safety issue here. Any one could have boarded - this is last line of defense to ensure all those boarding are bonafide passengers. Customer affairs (Asiana) passes it up as ‘crew were busy with family groups’ wow!!! As I was unable to sleep during the flight, I noticed NO cabin crew were checking on the Business class passengers nor serving any snacks/ drinks. Asiana said their crew checked on the BCL cabin every 20 mins. I am subtly called a ‘liar’??
The meal service was hurried and rushed, items offered to me was instantly removed before I could even make my choice. eg:- the choice of dressing/sauces during meal service. When I requested to have my clothes hung, I was shown the cloak closet to do it myself. Nice Business class service. There are others - too trivial to point out. But you get the point. You get better service in the economy class from Singapore Air. Not worth flying Business in Asiana. Avoid the airline altogether, if possible, and from their customer service response, they are not interested in passengers patronage. Btw- their Cabin crew are not conversant in English and service attitude leaves a lot to be desired. Most of the crew are quite rude actually.
Reviewed July 16, 2019
Let me start by saying that the system that this airlines has is terrible. I booked a multi cities flight from LAX to ICN then to NRT and then return to LAX with my husband. We had the same booking number and we checked in together. We asked to sit together and they said the flight is fully booked and they cannot accommodate that. What kind of bs is this? From LAX to ICN they sit us on a different floor so of course who would want to switch with us. I was on the second floor and was asked to switch because he wanted to sit next to his wife. So I was nice to agreed because I know how he felt. And it seemed that several more other people switch their seats because the airlines just cannot seat a family together.
So on our way to LAX, there we go again. They sit us separately and they continue to say the flight is fully booked and they cannot switch our seats. That whole bs again. So I thought, "Well this time at least we sit on the same floor and we can just asked others to switch." Turned out both of us got sit in the middle seats. So when we asked the aisle and window passengers to switch they said, "no," because who wanted to sit in the middle and be sandwiched by two strangers. The flight attendant is not that nice either. They barely smile and only friendly with Korean people because this airline is Korean. I was very frustrated by this situation and will never ever flight with this airlines again. If you fly solo go ahead because like I said this airline just cannot sit a family together on a very long flight.
Reviewed April 18, 2019
My ticket was confirmed from Manila, to Los Angeles. At the airport, they told me my ticket was Cancelled. They have a policy concerning a round trip ticket. If you do not take the first leg of a round trip ticket, they void the whole ticket. Now I am stranded in the Philippines, have to use my savings to purchase another ticket, or challenge them in court. I have a GoFundMe post, hoping to help out. Just want to work in the USA like I do every summer...
Reviewed Jan. 1, 2019
I have flown your airline before and was very satisfied but, that all changed on my last flight. My wife and I received an email on the 16th of December saying that our flight new departure time was an hour later, so naturally an hour later we arrived at the airport. When we arrived the counter check-in staff was extremely blunt and rude saying, "You won't make your connection now because of the delayed flight," which was not our fault even if we arrived earlier. Flight was still delayed. They then said our only option was to switch to a flight on a different airline to Taiwan with a long layover. This was not convenient as my mother who is almost 70 years old was picking us up in Chicago. I then asked if there were other flights with less layover he said, "No you take this now or you come back tomorrow." The next nightmare was without any help. We were passed to a flight on EVA Air which was already boarding.
Neither the Asiana staff or the Eva Air staff offered us any help to get to the boarding gate faster. So we then were panicking because we thought we might miss this flight as we wait in the very long security line at Hong Kong Airport. After, we make it through security the flight was scheduled to take off in ten minutes so my wife and I with our luggage had to run across the very large airport take the train all in fear of our vacation being ruined even more. We barely make it as they're closing the cabin door. Next, we fly to Taiwan and I inform my elderly mother we will be late. She said the ride she had acquired to pick us up needs 48 hours notice to change times so she will stay alone at the Chicago Airport later into the night to wait for us.
The added stress has caused her to become ill and hasn't been able to enjoy her son visiting for Christmas. I really loved Asiana the first time I flew with your airlines. Now after this experience I am dreading my flight back to Hong Kong and will tell my friends and family to avoid your airline at all costs. I can't say how disappointed I am. Please contact me so we can discuss this further.
Reviewed Nov. 27, 2018
Asiana Airline simply will not allow you to purchase your tickets online, which obviously makes it impossible to use your mileage. I have tried various times on multiple days to purchase my ticket and it deleted all my information after I hit the purchase button. After not being to purchase my tickets, I called the customer service line, which automatically hangs up on you after they ask you to enter your membership number. When you enter your membership number, there is an automated response of 'you have exceeded your time limit.' I have called the customer service over 10 times and they hung up on me each and every time. Worst airline website and even worse customer service.
Reviewed Sept. 28, 2018
We rebooked our flight with Asiana because our return flight from Hong Kong to the states (with another airline) was cancelled due to Super Typhoon Mangkhut. We booked online, only to get an error message that payment didn't go through. Called customer support, was only told we had to submit payment manually at main HK office by next day 3pm or lose the booked flight reservation at $1160 for 2 persons one way. How are we suppose go to your HK office to pay when there's a super typhoon closing everything in HK!?! It's not our fault your app had issues taking the payment. Rebooked again 2 days later, got overcharged up to $1555.55 (overcharged of almost $400). Flight desk at HK airport said because seats were almost full. TOTAL BS, then why is your app showing a lower price still on day of booking and flight?!? Had no choice because we have to fly back to make it on time for work schedules. Never deal with this scamming Airline again.
Reviewed March 8, 2018
Following was sent to Asiana Airlines several days back and until now no reply from them (firstname.lastname@example.org)... "Please be advised that today 06-March-2018 during the flight OZ 319 from Seoul Incheon Airport to Qingdao/China, on arrival, one of my luggage was found damaged and reported to airport Asiana Airlines staff. FYI my luggage is completely damaged and further cannot be utilized for the next flights... I was informed by Asiana Airlines staff at Qingdao in China that compensation for the luggage damage will be only paid only 100 yuan (Chinese money) without any explanation or I can leave without nothing since from their side I can still utilized my luggage cracked and holed... I have advised them to issue a damage report as required then after that they stop me and telling me to wait.
After 15 minutes waiting time they arrived with a small and cheap luggage in comparative with my personal one which was damaged during transportation. Advise me that 100 yuan (16usd) can be paid more. My claims was to get the same size and same brand luggage or return the amount of money 328 usd paid, which I was refused by Asiana Airlines staff from Qingdao airport, reverting from their side that if I don't want like what they offer me then I'm free to go. This is definitely not the way of solving the situation and I will expect some explanation directly from Asiana Airlines in order to solve the situation and return with my claims." So this is the way of how Asiana Airlines is treating their customers. Negotiating like in bazar with their clients, not replying to customers claims and bypassing the International regulations in case of similar situation to avoid reimbursement of what was damaged by their service.
Reviewed March 6, 2017
Allegedly lost passport in their system. I looked forward for my trip back home with Asiana Airlines since I went back to US last year of May and had chosen Asiana Airlines and I was happy and satisfied with their service until an unfortunate incident happened to me last January 2017. I am writing this regarding an issue with my passport that was allegedly, told by Asiana Airlines, a lost passport, in which was never was stolen or had been reported lost since I have it with me ever since it was issued by DFA Manila on April 16, 2013.
I was supposed to fly back to Manila last January 7, 2017, 12:30 AM from LAX to Manila with a layover in Incheon International Airport with Asiana Airlines. I was not able to board since in their system my passport is flagged as a lost passport and was a message from "the Philippine government" according to the crew in the check in lane and I even asked for their supervisor that night that wasn't even helpful at all. I visited Asiana Airlines office in Market Street on January 09, 2017 right after I got the certification from the Philippine Consulate in San Francisco hoping I can speak with someone and since I have the certification to prove that my passport is valid and clear. I also encountered the same service and the woman in the office didn't even provided me with her name and business card and said that their office does not handle complaints and I have to do it online.
I called ITN since I purchased the ticket through them but told me, only Asiana Airlines can resolve the problem. I made an online complaint through Asiana's website on 2017-01-11 05:26:15.867. They did respond "On the day of departure, there was an indication stating that your passport was reported stolen, and by the regulation, our staff was unable to check you in for the flight. For further information, please kindly check with the consulate of the country that you have the passport."
This was my reply and I attached a photo of the certificate coming from San Francisco Philippine Consulate stating that my passport is valid, clear & had no derogatory record. "Yes. That was the stated claim. I also waited for 2 days so that I can visit the consulate to verify such allegation. Please see attachment that my passport was indeed a valid passport and the Philippine Consulate from San Francisco also issued a certificate that my passport is valid and good to go and the consul told me that Asiana can't just tell that my passport was "reportedly" stolen. It should come from the Immigration department or from them. I asked how in the LA staff you have who and how you got these information. For a person to declare lost passport, there should be paperwork and affidavit of loss."
As of today, there's no response from Asiana Airlines in which I did what they asked me to do which is to verify with the Consulate. It had caused a lot of inconvenience, worse part was I was not able to attend to matters I had to do back home and not including the hassle, time, effort, and expenses that were incurred on that dreaded week and to top it off became sick mainly because of the stress and over fatigue that trip back and forth to the Consulate, Asiana Airlines office, and other means I did just to have that resolved.
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