Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear BBB,Good Evening!I have a flight purchased from Korean Airline (roundtrip ticket from ****** *** to ****** - ****** to ******) April 17 returning April 25, 2025.I called the Korean airline to modify the flight returning which is on April 25, 2025 ****** to ******. They modify it as per my requesrt and I paid the flight difference. Now less than 24hours I changed my mind and as they advised they will refund me the modification that I made because I changed my mind less than 24 hours. I've been told that they will put it back on the original ticket which I said OK! Then after a minute of me placing them on a brief hold - They advise me that we cancelled the returning flight and we will issue a refund. So then I felt meh (like a lots of thoughts going on my mind) They said they will put it back to original flight the one second after placing me on the hold they cancelled it. So, what i just said is OK how much is my refund being confused. Then they said $184 OK!Then I keep thinking what the heck just happened. Then I called again because I am in doubt of what and tell the other customer them what happened happened they said we will reviewed the call. They customer service is tryinh to call me because I am working when they called they leave a voice message saying I will get a refund for 184$. I called again today to follow up about them calling me and the customer service updating me that they will not refund me anything.This is so frustrating. If someone please can try to help me on this issues. I will truly appreciate it. Thank you so much!In Expedia I bought this round ticket with my hotel for a package of $1442.00 Everyday, Every emails or calls has a different information. They are not helping me in anyways. Different people different answer im every single day that I am on the phone with them.

  Business response

  02/07/2025

  Dear BBB,
  
  
  To further investigate of this claim, please provide us with below information.
  Upon receipt, we will check with concern department and get back to you an outcome.

  PAX NAME:
  KE PNR NBR:
  KE TKT NBR:
  
  Sincerely,
  Customer Relations
  **********************.
  

  
  

  Customer response

  02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They reinstate my flight Thank God. Problem solve BBB. Thank you so much. 
  
  Sincerely,
  
  Apple *** *******

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On nov 23, my sister and I flew to *********** to attend a family members funeral. On Nov 28, my sister and I scheduled to fly internationally from ****** to ***** with a connecting flight from ***** to **** We were delayed by more than 3 hours, and we were concerned that we would miss our connecting flight. The attendants from Korean air told us we would be ok since the connecting flight must also be delayed by the time we got there. We arrived at the gate and sure enough, we missed the plane by an hour. We were directed to go to the transfer desk where they could rebook us, but on this day, they closed the transfer desk because Korean Air couldnt find anyone to fill in the position. There were many complaints, missed flights, and people stuck in the airport and Korean air couldnt handle the volume of people who needed help. We needed to be back in the states because we have young kids to pick up. No one would help us, everyone screaming and yelling because they did not want to speak English, and we did not have a way to call international from our phones. The line got extremely chaotic with officers yelling at us because after several hours, customers were getting irate with no help on the way. There were several officers with guns arguing with people on the line, and we did NOT feel safe. We decided to purchase another ticket that costs us additional out of pocket cost. We decided to call them back for a reimbursement for the missed connecting flight and the reimbursement for the additional tickets we had to purchase, and we got denied for reimbursement. We cannot handle this additional cost. It was expensive, but its an emergent situation involving our children. We ultimately felt like our rights have been violated as they just really sat there and were ok with us being stuck there with absolutely no help. Weve never felt so hopeless and alone in this country, and now even more that they wont reimburse us.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a trip from ******* to ******** (booking ref: DFFX58, flight number KE42 and KE895) on 11/26/2024, and have successfully arrived at ***** on 11/27/2024. However, our flight from ***** to ******** was cancelled twice, and we were not able to get a transfer from the Korean airline supporting team. We were told there were no tickets left for 11/28/2024 from ***** to ********, but we were able to buy tickets online! Because the local Korean airline team insisted they could not get a transfer for us on that day and the airport was in a mess, we had to pay out of pocket to buy the tickets from ***** to ******** from *********** (booking ref: K2FNGT, flight NO: KE895).When we onboarded the flight, we can see many empty seats! So there were definitely plenty of seats to arrange a transfer for us. Either the Korean airline team was poorly managed or they intentionally chose to not take their responsibility to get their customers back to their trip. We had to stay at the ************* for more than 24 hours and slept on the hard floor. It was caused partly by the severe weather, which I can understand. But a lot of it is from the poor and unprofessionally trained local team. We did not get any help from the Korean airline. They even lied to us that they could not get tickets for our transfer!! This is really bad and I think it's a deception to the customers. I request at least a refund for the tickets I bought from ***** to ******** from the Korean airline because this cost should totally be covered by them from arranging a transfer for us. There were plenty of seats. If they arranged a transfer for us, we would not need to buy tickets ourselves. The cost is KRW727,061.00

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Korean airlines had cancelled the flights out of ***** for two flights and refused to rebook tickets and had the clients run around the airport to no resolution. The ticket agent in ******* *********** when pressed attempted to assault an American passenger unprovoked. We had to let the Korean air team know that their staff attempted to accost a passenger but they asked customers to rebook their flight individually for over 400 passengers in total. The domestic flights were cleared to fly but we were not given a reason why they cancelled the flight. They wanted passengers to pay for surge pricing or be trapped in the airport with no accomodations and they expected passengers to make up for their problem.

  Business response

  12/19/2024

  Dear BBB,
  
  To further investigate of this claim, please provide us with below information.

  - Passengers Name
  - Travel Date
  - Reservation Number
  - Ticket number

  Upon receipt of Korean Air ticket number, we will check with concern department and get back to you an outcome.
  
  Sincerely,
  Customer Relations
  **********************.

  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  my husband had sky pass with korean air ************ frequent flyer BA2i4492295 he died and in his will all points for credit cards and mileage for airlines were left to me all companies have transferred accept korean airlines an affiliate of delta he has ******* miles that i believe should be as his last wish transferred to me his wife

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Me and my boyfriend made a plan to have our wedding while going on a trip to my hometown in *******. We booked the tickets direct from Korean airlines website. One month before we flight out, one of the guy from Korean airlines called me to let me know that the flight time has changed and if Im ok with the change. I said Im ok with it and I confirmed my flight information. My flight was from ****** ***** to **************** , it had one stop to ************** in ***** before it get to *******. On the day we fly out, when we got to ************************** , we found out the flight was operated by American Airlines. The lady checked us in saying that there was a problem with our tickets. In the computer only showed that we only have the tickets to fly to ******, after that theres no flight for us to go to ***********, *******. So I called Korean airlines. I put it on speaker, and someone picked up saying that my phone number, my name is belong to the tickets number ************* , it already confirmed and ready to fly out. But when American Airlines checked, they said their seats from Inchon to *********** are already full and there are no other seats for us to flight out. They dont have anything until the next day. But I already planned for my wedding I booked hotels, trips, tickets, restaurants, photographers, invited friends and family i can not miss the flight. Korean airlines blamed it on me for not confirm my flight. But I already did, even the lady works for American Airlines heard it when I first called Korean airlines. So she checked again and told me that the flight from ****** to **************** is full for economy class, but they still have 2 business class tickets available, so she called around and they decided to put us in those business class seats, because thats the only seats available and it was the airlines mistake for over booked the flight. So I thought everything was good and we flu out from ****** to Korea Inchon. When we got to the gate at ************** and waiting to board, I explained what happened to one of the people worked at the gate, he seemed to understand and print out our boarding passes, but when we about to boarding, one of the lady stopped us, saying she is the manager and we were not allowed to go because we only bought economy class , this is business class we cant use it. I explained it for her again that it wasnt our fault and American Airlines already agreed to put us on the flight , why now they changed their mind. She just didnt give me the answer and called the security to stop us at the gate until the flight took off, they gave us 20$ coupon for food, and take us to another gate to wait for another flight the next day. No hotel was offered, I had to sleep on the chairs right in front of the gate they showed us.Our luggages didnt get to *********** until 5 days after we got there. We had no clothes, no personal stuff to use, We had to cancel all the plans, all the trips we booked, hotelsetc We saved and planned a long time for the important event of my life, and it was ruined because of the airline over booked. After I got back from my trip, I called Korean airlines customer service to talked about my experience and wanted to file a complaint, I got a phone call from one of the lady the next day, she didnt give me any case number or anything, she only said in my case, they will offer a discount if next time I want to book a trip again with Korean airlines. I asked how much discount they would give me. She said she doesnt know. They will let me know when I book the ticket.Im now planning for another trip to ******* , and I called Korean airline again, I told them about all the details the asked , and theyve been working with me back and forth for 3 days in this case, but at the end , they dont give me any discount or any offer for the new ticket I want to book. They said the only thing they can do is upgrade my seat to the exit seats, thats all they can do

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the last five years, Ive been getting rewarded mileages sixth or seventh day of the month. My credit card ************ (US Bank) sent the miles to Korean Air on 3/5. However, I have not received my miles for the month of Match. Im supposed to receive ****** miles. ** 3/9, I called KALcustomer service. They said they would check with the Credit ************ and get back to me. But never heard from them.** 3/10, I called the U.S. Bank customer service and KAL and had a three-way conference call. ***** from the US Bank explain my situation. The Supervisor from *** said he will escalate this problem and issued the mileage ASAP but as of today nothing. Please see the attached statement to prove that I am definitely should receive ****** miles.

  Business response

  03/29/2024

  Dear BBB,

  We will review this complaint and get back to you.

  Customer Relations

  Korean Air

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My mom was travelling with my baby who is 6-month old by Korean Air flight on 1/5/2024. On the Korean Air website, it says baby could check in one car seat for free but at the airport I was charged $100 since the car-seat is $27 kg weight. But on the Korean Air website, it never mentioned where is a weight limit for taking the car seat. I do not understand why I should be charged. I even called their customer service before the flight date and asked for the requirement of taking car seat, they said there is no special requirement.

  Business response

  02/08/2024

  Dear BBB,

  We will check with concern department and get back to you an outcome.
  
  Sincerely,
  Customer Relations
  **********************.
  
  

   

  Customer response

  02/19/2024

   
  Complaint: 21229558
  
  I am rejecting this response because: Korean Air did not resolve anything in their reply.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/*****,I hope this message finds you well. I am writing to file an urgent complaint against Korean Air on behalf of my aunt, *****************, due to their failure to provide assistance with a ticket refund/exchange under distressing circumstances involving a medical emergency. Despite reaching out to Korean Air's customer service five times, the experiences have been profoundly unsatisfactory.My aunt, *****************, encountered a severe medical emergency while in *****************, necessitating immediate medical attention. She holds a valid ticket for a flight scheduled on December 30th, 2023, with Korean Air, and her booking reference is ******** (6NTVR6).Given her critical health condition and the urgent need to return to her home **************, our family attempted to seek assistance from Korean Air for a ticket refund or exchange. Regrettably, our encounters with Korean Air's customer service have been incredibly frustrating and disappointing. During each interaction, we encountered a lack of empathy and willingness to help from the representatives. Each person we spoke to provided different excuses and did not take my aunt's medical emergency situation into account.We provided a comprehensive explanation of her predicament and submitted all necessary documentation to support her case. However, we encountered arrogance and an unwillingness to accommodate. The lack of consistency and compassion from Korean Air's has added undue stress to an already challenging time for my aunt.We kindly request your assistance in resolving this matter promptly and ensuring that Korean Air complies with the relevant regulations regarding passenger care and support in medical emergencies. We would greatly appreciate your intervention and guidance in this situation.Please do not hesitate to contact us for any additional information regarding this complaint. We look forward to a swift resolution to this matter and thank you for your attention and support in advance.

  Business response

  12/05/2023

  Dear BBB,
  
  We will check with concern department and get back to you an outcome.
  
  Sincerely,
  Customer Relations
  **********************.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I called Korean Airlines to use my miles for an award, but they refused to transfer the call to their SkyPass team department. I spoke to ******, who initially claimed they were not allowed to transfer the call. She then claimed there was no availability. I asked her to transfer the call to SkyPass, but she refused.

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