ComplaintsforAsiana Airlines, Inc.
Airlines
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
date of the transaction:June 23th Amount of transaction:$1888.2 I cancel my booking in 24 hours and I suppose to receive the whole refund of $1888.2 and I found out that there are two $1888.2 transaction in my bank account and one $1888.2 refund but I only bought one ticket and on my flight online account shows up that they already finish refund but in fact I didn't receive refund and I still don't understand why there will be two charges when I only bought one ticket.Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On March 1st, 2024 me and my son flew from *** -> ICN -> MNL via Asiana Airlines. We received confirmation from Asiana staff at *********** that our luggage was with them and will arrive in *** with us on March 2nd. Unfortunately, our luggage was missing for 10 days and did not arrive until March 11th. Our luggage was not only delivered to the wrong address, it was badly damaged. One bag was even open. Asiana refused to accept any accountability for the damage even though the luggage was with them the entire time. They only offered to cover 60% of the cost for our clothes I had to buy while our bags were missing. They refused to be accountable for any of the damage caused due to their negligence. This has caused me and my son a lot of emotional stress.Initial Complaint
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had booked a flight to the *********** through Hannatour for Mar and ***** this year, however we had to cancel flight and change it due to a death in the family! *****'s father, my father in law passed away in Jan 2024. Our original flight was with Asiana Airlines, we had to reschedule flight with *** Airlines to get there in time for funeral, etc. In any event the airline or Hanatour should've refunded our tickets in full because there was a death in the family! I've contacted both Hanatour and Asiana Airlines for the refund and keep getting the runaround!! ******** says it's Asiana, Asiana says it's Hanatour!! I've sent documents to both and here it is ***** and we're still waiting for refund!! Just spoke with ******** again and she started she never received any documents and they've changed their email address, so I resent documents again today the 17th of *****!Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I initially booked my flight from ********************** to the *********** online in the Asiana Website under reservation number 02739873.I was able to use the ticket leg from ********************** to ****** and ****** to ******With changes to my travel, i did not use the tickets from ***** - ***** ***** - ***** - ****** Yesterday 3 April, I went to ************** to check in to my flight to go back to **********************, that is my final leg for this ticket.Asiana refused to issue me my ticket and said my ticket was suspended and that they cannot issue the ticket without offering any other options of letting me use my last leg to get back home. Instead, they made me pay another Php ***** in the same aircraft, same flight same everything just to make sure I can get back home. Reservation number ******** I do not understand why I needed to repurchase a ticket I already have a reservation and paid for in full ( $1751) already. I booked this direct online with asiana and now, I was basically charges twice in the same flight number I flew out off. I need assistance in fixing this issue. You cant just charge a person twice when I showed up 4 hours early to check in and ready to go only to be told my itinerary was suspended and did not offer any help to try and reactivate my original tickets. Why am I charged for services that was not rendered from my original itinerary?I would have understand if i was charged a penalty for not making the other two flight and if they activated my last flight to get back home, but no, they insisted my original ticket was already not good to be used and did not look for any fixes, instead they told me to purchase a whole new ticket to fly in the same flight i already have a reservation for. It does not make sense. Along with this, I was not asked where my final destination was, i had a connecting flight to *********** ***** and I ended up missing that flight due to my baggages final destination being **********************.Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Back Story: Asiana Airlines recently made it possible to redeem miles for domestic flights within the Star Alliance network in *****************. Before this, I was told by Asiana that I wouldnt be able to redeem my miles because they were only eligible for flights and products in foreign countries, and there wasnt any option to do this in *****************. When I learned about this offer of domestic flights, I paid $131.99 to a partner company to obtain additional miles necessary to redeem a one way ticket since my miles were set to expire at the end of the year. After my purchase in June, I was told by Asiana that it would take 4 months to conduct an investigation and credit the miles to my account. I requested that their management expedite this case in multiple calls and emails, with no response. After waiting 7 months, Asiana ultimately confirmed my purchase and credited the miles one week before they were set to expire. They then indicated that they would require me to call into their call center in order to redeem the reward, and that it wasnt available to redeem online like their other products. I followed their advice and called the office every day from 12/20 - 12/31 ten or more times, and I was unable to get through at any point during that entire period. I emailed them indicating the same and expressed concern that I would lose my miles, and they failed to respond by email for over two weeks. Their behavior has been highly unprofessional throughout, and *** lost significant time and money because of their inability to respond to emails, answer their phones, and conduct investigations. I am requesting that my miles be restored, and that the individuals involved in servicing my support emails and calls be retrained. I will not be patronizing this airline in the future unless they acknowledge these failings and restore my mileage. Thank you.Initial Complaint
11/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
To whom this may concern, I was recently a passenger of OZ 362. My son left a kid's luggage on the plane. When we discovered it and contacted Asiana airlines at ***************, that team has already closed so we were not able to retrieve the luggage. We asked various people at the airport but we were not successful in getting the luggage. We eventually had to take our connect flight AA 280 to ***************** Airport. I have been in contact with ********************************* but the response has been unclear. They are saying that there's no way they will be able to send the luggage to *********** and to tell me to find an American Airline employee to pick up the luggage. I have not been successful in locating an American Airline person to pick up the luggage. Can someone contact me as soon as possible to find a resolution to get the bag to me please?Initial Complaint
10/30/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Booked flights from ******** **** to ******* ********. The flight cancelled one of the flights which is from ******** to ********. I have not received an alternate flight nor have I received a refund. When I call their contact number, the robot keeps saying that all their agents are busy and then just hang up. Ive called them at least a hundred times and its the same reaponse all their agents are busy and just hang up (no wait time or nothing). No one has reached out to me through asiana airlines other than the email I got saying that my flight has been cancelled.Initial Complaint
10/30/2023
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
I recently purchased a round trip from *** to *** on their website. My debit card was charged twice. When the charge cleared through by bank I still had charge in processing status for additional payment price of my ticket over $1200. every time I try contact the airline about the issue they keep telling me wait for up five days. I found this very unprofessional, unethical, very stressful. Because this ghost charge on my account it causing over draft charges on my bank account I have to pay for.Initial Complaint
10/16/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Asiana flight was delayed from ****** to *****, I missed my UNITED flight from ***** to ***. Asiana changed my flight from ***** to *** to ***** to *** with Asiana airlines and *** to *** via UNITED both business class. My arrival time to *** was changed from Jan 26th **** pm to Jan 27th 5am. When I arrived at ***, I was told I had no reservation for *** to ***, I was then given an economy class ticket as business class flights were full. I asked Asiana for a mileage credit but they're only giving me ***** miles. I have reached out to them to explain why only ***** miles but I have not heard from them to date. I would like help in getting reimbursed for the miles from business to economy class. I am not even accounting for the other inconveniences.United airlines contacted them from March 18th , the first time Asiana communicated with me was last week of September after I file a concern on their website. I need at least ****** to ****** milesInitial Complaint
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Asiana made a mistake with respect to my frequent flyer progam miles. *** weeks, they have been indifferent to acknowledging their error and correcting it. The documenation attached is self explanatory. Please force them to fix it. The repurcussions of not doing so will include contacting the national media ********************* ****, Bloomberg, ******** Time and *********** Times) as well as KABC, KCBS, KNBC and KTLA to shame them and drive a loss in revenues. I don't play around when given the runaround, especially when given the amount of time I have had to put into this.The desired outcome is fair and simple. Return of the ****** miles taken from my account and an aplology from the person directly responsible for the indifference toward me.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
37 total complaints in the last 3 years.
14 complaints closed in the last 12 months.