Asiana Airlines Customer Service Issues

My partner and I are traveling from Toronto back home to Taipei. We have separate tickets, one from Toronto to Icheon with a layover in San Francisco, and the second from Icheon to Taipei. Unfortunately, we were not allowed to board the flight due to not having our PCR results on hand when obtaining new boarding passes in San Francisco. We were instructed to retrieve our three bags at International Terminals counter 4 after the flight departed. Despite waiting for hours, our baggage did not arrive. We have a flight scheduled for tonight at 7 pm on July 10, [redacted], with Air Canada/Eva Air. However, our bags are still located in the Asiana office at San Francisco Airport. Asiana staff are expected to arrive at 8 pm, which will be after our flight. Seeking assistance.

I am a USA citizen currently in Vietnam looking to book tickets from Danang to Incheon and then from Incheon to Hawaii. I have encountered a message on your website related to U.S. Department of Transportation regulations. It states that there are restrictions on traveling between Korea-Guam, Saipan, and Honolulu for customers using non-U.S. carriers to or from the U.S. I am confused about how this affects my journey as I intend to return to Hawaii. Can you please provide clarification? Will I be able to board my flights if I purchase tickets through your site? Does this restriction apply to me given that both Korean Airlines and JAL do not mention it? Thank you for your help, and I hope to receive a prompt response. Best, Vernon C.

On Tuesday, July 19th, I flew from Incheon International Airport to San Francisco Intl on Airline [redacted]. Unfortunately, upon arrival, my checked baggage with reference number 3988OZ911619 went missing during the connecting flight to Houston, Texas. I promptly filed a missing baggage claim with Asiana Airline and was assured it would be delivered. However, it has now been over 2 weeks, and despite my numerous attempts to contact them via phone and email, I have not received any updates. I am eagerly awaiting the delivery of my baggage and would like to know when it will be sent to me.

Regarding your Asiana booking with reference number 6DRJ2Q, We will be flying with Air Canada from YYZ (Toronto) to YVR (Vancouver) and then to ICN (Incheon). From Incheon, we will fly with Asiana to MNL (Manila) after a layover of a little over 3 hours. I understand that we need to apply for K-ETA, but are we also required to get a PCR test upon arrival? What about on our way back? We will fly with Asiana from MNL (Manila) to ICN (Incheon) with a layover of a little over 12 hours before catching our Air Canada flight to Vancouver. Is PCR testing also required upon arrival in Incheon, even though we have no plans of exiting the airport in both instances, despite potentially needing to collect any checked baggage and recheck for our connecting flights? Please advise.

Good day. My husband and I have a flight booked from San Francisco, USA to Manila, Philippines on December 8, [redacted] (US date). We recently welcomed a son and we would like to purchase a ticket for him to travel with us. I must express my frustration with the poor service we received from Asiana customer service. It has been a challenge to reach them by phone as their hotline is always busy. When we finally spoke to a representative, she could not assist in booking a ticket for our son. Instead, she directed us to the airport for assistance, mentioning that Asiana ticketing is open from 4:30 p.m. to 7 p.m. Upon arriving at the airport with our son, we were informed by airport staff that Asiana opens at 8 p.m., causing us to return home and wait further. Upon returning at 8 p.m., our experience with customer service was disappointing. Manager Kyungjia Jung was exceptionally rude and unhelpful. I am reaching out here for guidance on how to book a ticket for our 6-week-old son to accompany us to the Philippines. Thank you.

I am writing to express my dissatisfaction with the recent flights and service I received from your company. Initially, a missed connection from South Korea to Manila led to an overnight stay in the airport with minimal provisions, which was disappointing. Unfortunately, during this time, my mother passed away, prompting me to try to change my flight using my flight insurance. Despite providing a death certificate, I was asked for a birth certificate to secure one of the last seats available for my return to the USA, incurring an additional $[redacted] cost. This experience was incredibly challenging for me, and I am now hesitant to choose your airline for future travel, as I have flown with Asiana Airlines in the past.

I am currently facing an issue with my missing luggage from JFK airport. In Charlotte, I was instructed to retrieve my luggage in Seoul; however, upon arriving in JFK, they redirected me to pick it up in Manila. The gate desk suggested getting a new luggage tag, but unfortunately, my luggage was nowhere to be found. In Seoul, I was assured my bag would be in Manila upon my arrival. Regrettably, upon reaching Manila, my bag was still missing. My flight number is [redacted][redacted].

Hello, I am Yun Yann. I had a connecting flight from Incheon to Cambodia after my original flight from DFW, Texas. Upon arrival in Incheon, I spoke with an Asiana transfer agent to arrange for my luggage to be transferred to PHN, Cambodia. Despite being assured that my two bags would arrive on time in Cambodia, they are still in Incheon even after multiple requests made by a customer service representative. My e-ticket is [redacted][redacted], and my flight number is OZ739. You can contact me at [redacted] I kindly request your assistance in expediting the transfer of my luggage to PP, Cambodia. Thank you. Regards, Yun Yann

Hello, I am inquiring about booking a business class flight from London to Tokyo via Seoul on April 2nd with Asiana. I have some questions about the ticket options available on your website, namely Business: Special 2, Special 3, Smart, and Classic. It is unclear to me what the differences are between these ticket types besides the price. Could you please provide clarification on this matter? Additionally, I would like to understand your refund and cancellation policy. If I were to book one of the mentioned tickets and later needed to change my plans or cancel my trip, am I eligible for a refund? As a UK national purchasing one-way tickets, I am unsure if refunds are permitted and what penalty fees may apply. Any guidance on this would be appreciated. I eagerly await your response. Thank you, J. Green

Hello, my name is Nataliya Ohara. I need help with a problem I encountered with Asiana Airlines on December 28, [redacted], at 16:05 (Japanese time). I called Asiana Airlines at +[redacted]0 to inquire about flight OZ6933 from Fukuoka to Seoul to Istanbul. I specifically asked if I could bring my two cats with me on this flight, and the Asiana representative assured me there wouldn't be any issues. Based on this information, I purchased a ticket (67LYUH [redacted][redacted]). However, when I called today to register my cats, a different worker informed me that I could only bring one cat and later said that no cats were allowed on the flight. This trip was planned around transporting my pets, and I bought the ticket based on the initial assurance from Asiana Airlines. I am confused and frustrated by the conflicting information provided. I purchased my ticket through the GotoGate application. I am seeking clarification and a resolution to this issue.

We purchased e-tickets from Asiana Airlines for our flight from the Philippines to Austin on Nov 4, [redacted]. However, there have been changes to our return flight from Austin to the Philippines tomorrow, Feb 3rd. Our original Alaska Airlines flight # [redacted] was cancelled and replaced with flights to San Francisco and then to LA. We are currently at the check-in counter, but there seems to be an issue with our tickets not matching the new flights. Our ticket details are as follows: Gabriel J. A. and Teresita D. A.; confirmation code CYZVFJ. Unfortunately, we are unable to check in online as it states "MP not available." As senior citizens, we kindly ask for your assistance in resolving this matter. Thank you.

Hello, I have a question about my flight reference TS9CLA for passenger Cristian VASILE. The journey is from Bucharest (OTP) to Tokyo (NRT) on March 21, [redacted], with layovers in Warsaw, Seoul, and finally Tokyo. I am specifically concerned about the flight from Seoul (ICN) to Tokyo (NRT) with Asiana Airlines. I am unsure if my 23 kg baggage is included in this flight. Do I need to pay an additional fee for it? Will Asiana Airlines automatically transfer my baggage from the previous flight with LOT, or do I have to handle this at Seoul (ICN) airport? Thank you for addressing my concerns and assistance. Sincerely, Cristian VASILE

Could you please assist in correcting the passenger's name on this booking? Airline record locator: 6I9B9V Name on the booking: NGUYEN/HYANH TRAN MR Correct name per passport: NGUYEN/HY ANH TRAN MS Kindly update the title from Mr to Ms and insert a space in the first name, changing "HYANH TRAN" to "HY ANH TRAN". I have attached a copy of the passport for verification. Feel free to ask for more details if needed. Cheers, Thao from Withu Travel

Hello, I am requesting a letter or documentation regarding the flight delay my family experienced on December 21, [redacted], for insurance reimbursement. The insurance company requires this documentation specifying the reasons for the delay or cancellation of Flight [redacted] from Manila to El Paso. Passenger details: - Joshua Louis N. Salcedo - Julianna N. Salcedo - Eugene A. Salcedo Thank you. Flight details: - Flight [redacted] - Manila to El Paso - December 21, [redacted] Contact number: [redacted]

I recently traveled internationally with flights booked through United, Asiana, and Thai Airlines. My confirmation number is HK8TLF, and my name is Roy Kaleekal Mathew. My journey began on January 8th from Portland to SFO on United Airlines, with a connecting flight to Korea (Incheon) on Asiana Airlines, and my final destination was Bangkok, Thailand with Thai Airlines on March 10th. Due to a 3-hour delay in Portland caused by weather restrictions at SFO, I missed my Asiana Airlines connection. Despite many airlines being affected, Asiana did not accommodate me due to the late arrival caused by the weather. I was forced to stay overnight at the airport and arrived in Bangkok a day late. I am seeking compensation for the additional expenses incurred due to Asiana's actions and would like a copy of my booking receipt from Asiana Airlines sent to me promptly via email. Thank you.

To Whom It May Concern: I had originally booked tickets for a trip from SEA (Seattle) to ICN (Incheon) on Sunday, May 14, with a connecting flight to SGN (Tan Son Nhat, Vietnam) on May 16. However, I recently received an email from your airline informing me that you have rescheduled my connecting flight to Vietnam for May 17. This change has also resulted in the cancellation of the wheelchair service that was previously arranged for me. Considering that this adjustment was made by your airline without my consent, I would like to inquire about the provision of hotel accommodation and meals for the additional layover day. Additionally, I urge you to reinstate the wheelchair service that is essential for my travel. I have attempted to reach your customer service department numerous times at the provided number, 1[redacted]. Unfortunately, each time I was disconnected due to high call volumes and lack of available staff. I am eager to speak with a representative in person at your earliest convenience to address these issues promptly. I hope for a swift response. Sincerely, J. Pham

On April 7, [redacted], I purchased tickets online for my wife and me from HND to GMP on June 22, [redacted]. My credit card was charged, but I have not received any confirmation via email or text. I suspect I may have entered the wrong email address. I have attempted to contact Asiana but have been unsuccessful in reaching them. I would appreciate any guidance on how to ensure that the confirmation is sent to the correct email address. Thanks, K. Doan

I am Arlyn Ramos, a Venezuelan citizen. I purchased two honeymoon plane tickets from Los Angeles to Bangkok via Seoul. Before the trip, my Mexican husband and I checked with my embassy in Mexico if I needed a visa for entry into Bangkok, and they assured me I could obtain it upon arrival. Everything was fine at the check-in at LAX, and we boarded the flight to Seoul where we then proceeded to Bangkok. Unfortunately, upon arrival in Bangkok, authorities detained us, leading to us having to buy expensive tickets back to Los Angeles. Despite my expectation that the airline, Asiana, would handle the situation with the authorities and assist us in returning to Los Angeles, we had to pay for both return flights ourselves. I request a refund for the two plane tickets purchased. Thank you, Arlyn Ramos.

My name is Arlyn Ramos, and I am Venezuelan. I purchased two honeymoon plane tickets from Los Angeles to Bangkok via Seoul. I inquired with my embassy in Mexico about needing a visa, and they informed me that I could obtain it upon arrival in Bangkok. My Mexican husband and I had no issues at LAX and successfully made it to Seoul where we connected to our flight to Bangkok. Upon arrival in Bangkok, we were aggressively detained by authorities, forced to buy expensive tickets back to Los Angeles, and held in a closed area for 22 hours. I expected Asiana Airlines to take responsibility, explain the error to the authorities, and help return us to Los Angeles, but they did not. Asiana Airlines should reimburse both flights. Instead, my husband, Jesus Quintanilla, had to cover the cost of the Bangkok-Seoul-Los Angeles flights. I demand a refund for these two plane tickets. Thank you, Mrs. Arlyn Ramos (Monterrey, Mexico).

I, Arlyn Ramos, a Venezuelan, purchased 2 honeymoon plane tickets from Los Angeles to Bangkok via Seoul. My embassy in Mexico confirmed that I could obtain a visa upon arrival in Bangkok. My husband and I smoothly checked in at LAX without issues, connected in Seoul, but upon arrival in Bangkok, authorities aggressively detained us, forcing us to buy costly tickets back to Los Angeles. We were held in a closed area for 22 hours. I expected Asiana Airlines to take responsibility, clarify the mistake to the authorities, and return us to Los Angeles. Unfortunately, this did not happen, and my Mexican husband, Mr. Jesus Quintanilla, had to pay for both flights. Asiana Airlines should reimburse us for these two flights. Thank you, Mrs. Arlyn Ramos, Monterrey, Mexico.