We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Asiana Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Asiana Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Asiana Airlines, Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2023

      Type:Billing Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the 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

      Date:10/16/2023

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the 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 ****** miles

    • Initial Complaint

      Date:10/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    • Initial Complaint

      Date:07/11/2023

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a round trip flight with Asiana through Priceline.com. Due to factors out of our control, we did not take the first leg of the round trip flight, and the airline refused to let us board our return leg, and told us that we need to buy a brand new ticket. (This is the first time I learned about "no-show penalty".) Spent hours on the phone with their customer service, and wouldn't do anything about it. Zero empathy for customers.

    • Initial Complaint

      Date:04/21/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked flights for my friend and I to fly to ***** on Christmas Day. We checked into ****************** on and all was well. Then when we went to try to go to terminal we were told the flight was canceled. United was suppose to fly for Asiana and United offered no support and actually said, there is nothing we can do and we don't try to get you on another flight, good luck. We were going to miss our flight out of ** to go to ***** and then ***** where a tour group awaited **. Because it was Christmas we couldn't get a car rental and we were desperate. We found some strangers who we paid $200 each to hitch a ride to **. There was NO weather issues between ********** and ** that evening and we were not flying into the East Coast were there was weather conditions. I want a refund for that part of the journey and United says they are not responsible and to contact Asiana. Asiana says they aren't responsible and to contact United. I have spent 15+ hours on this because I think it's wrong! Asiana on the phone is horrible and tell me every time that it's not their responsibility. Expedia where I booked also says they can't help and that it is Asiana's responsibility because they were the carrier airline. I think this is terribly wrong that we paid for the flight and the ride and the airlines won't refund me. I keep going round and round between United Asiana and Expedia. I am at a loss to figure out how to be refunded for a last minute flight cancellation. Both airlines have also told me that they the flight was not marked as cancelled on their computer and United reps have told me several times upon researching it further that it was cancelled and that they would mark it as thus and then they don't! Just a nightmare. I have attached my itinerary with the details of flights etc.

    • Initial Complaint

      Date:03/03/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased airline tickets for travel from ****** to *** on March 20 Reservation No ********. A member of our party has an illness - not Covid and has been deemed unfit for travel. Our itinerary (with a different airline) was scheduled to start March 3 and is now cancelled. The 800 number listed for Asiana hangs up on all attempts to call. Local office numbers do not work or forward to the 800 number which subsequently hangs up. I have attempted to cancel via login with the Asiana website but it then applies a $200/ticket fee. We have a medical emergency and are unable to fly and would like to see if this qualifies for a reduced/exempted refund fee but have been unable to reach anyone. I attempted the *** link that has been referred to on the BBB site but the form does not accept my email. I am left with no other option but to utilize BBB to reach someone in the refund department.

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1. My wife and I have tickets for Asiana Airlines to fly from ************* to *******, *********** at 23:30 on January 7, 2023, and Juneyao Airlines to *******, ***** at 17:10 on January 09, ******. When we checked in at Asiana Airlines at around 20:45 on the same day, we got our boarding passes and checked our baggage tickets. But one teller told us we should apply for an ETA online, while another told us that everything was fine and we could go to the gate.3. We passed the security check and came to the gate, but when we got to board, their staff refused to let us board.4. We really don't understand why they do it. Our target itinerary was to *****, not *****. For this trip, we prepared for a month, and we were 68-year-old ********* going to ***** to visit our parents in their 90s.5. We talked to their manager at the gate and asked why, a clerk took our boarding pass and destroyed it. No one could help us at the time, just wouldn't let us board until the gate closed.6. We had to go home, but were told that our luggage was gone. All our groceries in the luggage. It was stormy outside, and it was three o'clock in the morning when we took the taxi home. The taxi driver charged us $220. Three days later we drove to the airport again to retrieve our luggage.7. We suffered great mental and money losses during this incident, and we could not sleep for nearly 24 hours, to the point where we were very unwell for a long time. Need to spend a lot of time rearranging travel, refund penalties for two flight tickets, taxi fares, etc 8. We have already taken the Covid-19 PCR test on 07/01/2023 at 14:10 in order to guarantee that the Covid-19 PCR test is valid within 48 hours when transiting at a **************. We had done rapid antigen tests before this and the results were all negative.9. We complained to BBB because there was no issue of principle at all, Asiana Airlines tellers arbitrarily interrupted our trip, and their actions had no justification or legal basis. Our purpose is to go to *****, while in ***** it is only a transit. Tickets are booked separately and with different airlines. It was very difficult for us two elderly people to prepare for a trip. What we saw at the gate was a lot of young travelers lining up at their service counters to change their boarding passes.10. We demand that Asiana Airlines apologize to us for this act and compensate and compensate us for our moral and money losses. Otherwise, we will maintain the power of litigation law.

    • Initial Complaint

      Date:02/05/2023

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1. My wife and I have tickets for Asiana Airlines to fly from ************* to *******, *********** at 23:30 on January 7, 2023, and Juneyao Airlines to *******, ***** at 17:10 on January 09, ******. When we checked in at Asiana Airlines at around 20:45 on the same day, we got our boarding passes and checked our baggage tickets. But one teller told us we should apply for an ETA online, while another told us that everything was fine and we could go to the gate.3. We passed the security check and came to the gate, but when we got to board, their staff refused to let us board.4. We really don't understand why they do it. Our target itinerary was to *****, not *****. For this trip, we prepared for a month, and we were 68-year-old ********* going to ***** to visit our parents in their 90s.5. We talked to their manager at the gate and asked why, a clerk took our boarding pass and destroyed it. No one could help us at the time, just wouldn't let us board until the gate closed.6. We had to go home, but were told that our luggage was gone. All our groceries in the luggage. It was stormy outside, and it was three o'clock in the morning when we took the taxi home. The taxi driver charged us $220. Three days later we drove to the airport again to retrieve our luggage.7. We suffered great mental and money losses during this incident, and we could not sleep for nearly 24 hours, to the point where we were very unwell for a long time. Need to spend a lot of time rearranging travel, refund penalties for two flight tickets, taxi fares, etc 8. We have already taken the Covid-19 PCR test on 07/01/2023 at 14:10 in order to guarantee that the Covid-19 PCR test is valid within 48 hours when transiting at a **************. We had done rapid antigen tests before this and the results were all negative.9. We complained to BBB because there was no issue of principle at all, Asiana Airlines tellers arbitrarily interrupted our trip, and their actions had no justification or legal basis. Our purpose is to go to *****, while in ***** it is only a transit. Tickets are booked separately and with different airlines. It was very difficult for us two elderly people to prepare for a trip. What we saw at the gate was a lot of young travelers lining up at their service counters to change their boarding passes.10. We demand that Asiana Airlines apologize to us for this act and compensate and compensate us for our moral and money losses. Otherwise, we will maintain the power of litigation law.

    • Initial Complaint

      Date:10/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a roind trip business class ticket from SFO to SGN on April 30,2022. My flight date was June 03 and return Aug 28,2022. On August 25,2022 i went to Aisian Airline in Ho Chi Minh City and tell them I want to cancelled my ticket for the return flight to SFO. She told me there will be a $300 penalty and she could give me a total of how much my refund was and she said the San franscico office will notify me with the detail of the refund. After i came back home and still have not heard from asiana or even an email of my cancellation. After 5 weeks has passed i call them and they told me to write them an email. When i bought my tickets on there asiana website, the going from sfo to sgn was 1875 and the return flight was about $1975. After i received their email and they told me my refund is only $302. They told me my going fare was 3250 and only has $602 left. With the penalty of $300 and i only get $302 for refund. I don't know how they come up with the number but there is no way a business class fare only $602 for an 18 hours flight which include taxes and fuels. It is a very bad practice when i bought the tickets and chose the return flight was close to $2000. They should of told me my actual refund when i went to the office to cancelled the ticket. If i knew my refund was $302 i would not cancelled my ticket and instead i will just change the return date. How can they open an office in Vietnam and the system can not process ticketing issues. I was expecting $1650 refund. Asiana is not honest and bad business practice.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/11/02) */ BBB Case# ******* November 2, 2022 Dear ************** Thank you for contacting Asiana Airlines U.S. headquarters. We have received your letter through the Better Business Bureau on November 2, 2022. The partially used tickets can be refunded if the applied ticket regulation allows the refund. To refund the partially used ticket, the applicable penalty applies by the ticket's regulation. To further investigate your case, we need the ticket number, travel date, departure and arrival cities, and the passenger's full name. We tried to search the ticket under your name for the flight that departed SFO on June 3, 2022 but we could not find it. Please send us your ticket number and more itinerary information through Asiana Airlines' Voice of Customers page or through another Better Business Bureau's message. Asiana's Voice of Customers page can be reached at https://flyasiana.com/C/US/EN/customer/voc. If you have further inquiries, please do not hesitate to contact us again. Thank you for your patronage of Asiana Airlines. Sincerely, Customer Relations Regional Headquarters, The Americas Asiana Airlines NOTE: Please be advised, this email service is only available Monday to Friday. This service is not available during the weekends and national holidays. If you need immediate assistance, please contact our U.S. reservation center at ************** (Monday to Friday 8:30AM to 5:00PM PT). This email (including any attachments) contains confidential and legally privileged information. If you are not the intended recipient, please notify the sender and delete this email immediately. Any unauthorized review, use, distribution, copying or dissemination of this message (or its attachments) in whole or part is strictly prohibited.

    • Initial Complaint

      Date:09/28/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called customer service for the refund but He said I need to pay for $300 cancellation fee. first of all it's not my fault for the cancellation. but the customer service (************) insisted that I have to pay. Here is the email that I received from Asiana Airlines. ************************** We are contacting you from Asiana Airlines to inform you time schedule has been CANCELED. ****** 13DEC ******* 21:10 CANCELED Due to affected by the schedule changed, we need to fix your flight ticket for connection as soon as possible. (You CAN NOT STAY ************************** ) We need to hear from you regarding your flight change. Please take action through Asiana call center as soon as possible. Reservation # ********* Amount: $1457.57

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/10/11) */ *** Case#******** October 11, 2022 Dear Ms. *************, Thank you for contacting Asiana Airlines U.S. headquarters. We have received your letter through the*********************** on October 7, 2022 and reviewed your case. First of all, we apologize for the inconvenience caused by the involuntary flight cancellation. In case the passenger's previously confirmed flight is cancelled or significantly delayed by Asiana Airlines, Asiana Airlines provides either an alternate flight or a refund for the ticket and waives the airline's reissue or refund penalty. Since you purchased the ticket through Asiana Airlines website, we need you to contact our refund department for further assistance. Please send your refund request to ******************* and explain that you are requesting a refund due to the involuntary flight cancellation. Please include your ticket number in the request email as well. By the way, we could not locate the agent you mentioned. Also, there was no record of refund request or inquiry on your booking. For your future reference, please contact our relevant refund department at ******************* or our reservation center **************** for an inquiry. If you have further inquiries, please do not hesitate to contact us again. Thank you for your patronage of Asiana Airlines. Sincerely, Customer Relations Regional Headquarters, The Americas Asiana Airlines NOTE: Please be advised, this email service is only available Monday to Friday. This service is not available during the weekends and national holidays. If you need immediate assistance, please contact our U.S. reservation center at*************** (Monday to Friday 8:30AM to 5:00PM PT). This email (including any attachments) contains confidential and legally privileged information. If you are not the intended recipient, please notify the sender and delete this email immediately. Any unauthorized review, use, distribution, copying or dissemination of this message (or its attachments) in whole or part is strictly prohibited.

    Asiana Airlines, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited 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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.