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Business Profile

Airlines

Asiana Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Asiana Airlines, Inc. has 8 locations, listed below.

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    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 15 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/25/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      The service was great, especially the flight crews. However, I cannot say anything nice about the service at the check in counter at SFO Airport. The agent was super rude and condescending. At both incidents. At the SFO Airport Check in. I was told to get out of the Business Line and que up in the rest of the Economy travelers. When another employee asked the person who told me to line up in the Economy area. "How do you know he's not in Business Class?". She replied " He doesn't look like the type!". And when in Korean Airport, I Asked the Asiana Crew at gate 12. Where is the East Lounge was. I was told to go sit down.. there is no Lounge for Economy Flyers. Maybe, it was the way I dress? I didn't know that I have to dress up to impress Asiana Airlines crew to be treated with respect?

      Business Response

      Date: 10/21/2022

      Business Response /* (1000, 5, 2022/10/07) */
      BBB Case# *******

      October 7, 2022


      Dear*****************

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your letter through the Better Business Bureau on October 7, 2022.

      Acknowledging the importance of customer service, Asiana Airlines trains and expects its employees to assist passengers with a professional and caring manner at all times. Thus, it was truly disappointing to hear of the inconvenience you experienced.

      Unfortunately, we could not locate the specific agents with the information you provided, as the incident occurred more than 1 month ago. Nonetheless please be assured that we have shared your concern with each relevant department and have requested to re-educate the agents in order to prevent the recurrence of such incidents. Although we cannot undo what has already occurred, we will certainly try harder to improve our customer service quality.

      We appreciate you for taking time to share your travel experience with us and helping us improve our service quality. We hope to assist your next travel needs under more pleasant circumstances.

      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.


      Consumer Response /* (3000, 7, 2022/10/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      More than a month?


      Business Response /* (4000, 9, 2022/10/19) */
      BBB Case# *******

      October 19, 2022


      Dear*****************

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your second letter through the Better Business Bureau on October 17, 2022.

      Your travel date out of San Francisco was Sep 4, 2022. The date that we received your letter through the Better Business Bureau was Oct 7, 2022. That is why we said it has been over a month.

      Once again, we regret learning of your case. Although we could not verify the incident, as we stated in our previous letter, your concern was shared to our relevant department and we have retrained our agents regarding assistance in a prompt and professional manner.

      For your future reference, if you have any concerns that you would like to share with Asiana Airlines, please ask for the manager on site or submit a claim through Asiana Airlines' Voice of Customers message page at your earliest convenience. We will continue to try our best to better assist our passengers' travel needs.

      We ask for your kind understanding regarding the matter and we hope to assist your next travel needs under more pleasant travel environment.

      If you have further inquiries, please do not hesitate to contact us again at *************************

      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.


      Consumer Response /* (2000, 11, 2022/10/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/22/2022

      Type:Delivery 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 have been for several mos trying to call asiana sir membership club yo get an ID card or documentation of my tier status tel number is useless. FRUSTATING!!!!!

      Business Response

      Date: 09/23/2022

      Business Response /* (1000, 5, 2022/09/06) */
      *** Case# 1085598

      September 6, 2022


      Dear **************,

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your inquiry through the ********************** on September 6, 2022.

      First of all, we truly regret to hear of the inconvenience caused by the long wait time for our reservation center/Asiana Club. Due to the recent changes of the entry restrictions of the countries, we have been experiencing heavily increased number of incoming calls and wait time.

      For your information, Asiana Airlines' plastic membership cards have been discontinued and substituted to the mobile cards.
      You may download the card image through the following options.

      1.Homepage - Asiana Airlines
      Log in - My Asiana - Click on Barcode or QR - Save Barcode/QR Card or Print Barcode/QR Card

      2. Mobile - Internet page
      *************** - Log In - My Asiana (on the upper right corner) - Mobile Card - Capture and save the image on your mobile.

      3. Mobile - App
      Download Asiana Airlines app - Log in - Select My Asiana (on the upper right corner) - Select Mobile Card - Capture and save image on your mobile


      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:08/15/2022

      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.
      The issue is about business class ticket purchased on May 3rd 2022. Reservation number ******** through Asiana Airlines website ***************
      I supposed to travel from Ho Chi Mihn city to Seoul for August 17th 2022. I got a positive COVID-19 test on August 11th, which means I can't travel to Korea on August 17th. As it was advised in automated message of Asiana Airlines, I tried to call Ho Chi Minh city office for cancellation and refund. The phone numbers of Asiana Ho Chi Minh City offices give no response. I called the Korean office, but there is no one who can speak English at that time.
      I called the American office. The representative explained that she can cancel my reservation but I still have to contact Ho Chi Minh City office for a refund. She gave a new number to call the office ***************, claiming that this is the only correct number to reach Ho Chi Minh City office. Also she confirmed the reservation cancellation. No confirmation email had been sent to me.
      I called the number provided many times, but every time I would get the message that the number is temporarily disable due to the subscriber's request.
      After many unsuccessful attempts I called the Korean office again.********** was not friendly at all and suggested that I just don't know how to place an international call and the number provided is the correct one and it is a working number. She refused to try to call the number herself to verify. Also she refused to connect me with her supervisor. She gave me another number to try which is listed on flyasiana website, even when I told her that no one picks up the line there.********** refused to provide corporate contacts for a complaint.
      The whole day I tried to contact the Ho Chi Minh City and Hanoi offices with no results.

      Business Response

      Date: 10/07/2022

      Business Response /* (1000, 5, 2022/09/06) */
      BBB Case#********

      September 6, 2022


      Dear**********************

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your letter through the Better Business Bureau on September 6, 2022.

      We regret to hear of the inconvenience you experienced. As we have responded to your previous inquiry on August 15, 2022, your refund request was forwarded to Asiana Airlines Ho Chi Minh office. Upon receiving your request, Asiana Airlines Ho Chi Minh office agent has immediately contacted you regarding the refund. Your ticket ************* was refunded on August 16, 2022.

      If you have further inquiries to Asiana Airlines, please do not hesitate to contact us again through Voice of Customer page on ************* (Asiana Airlines website).

      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:08/12/2022

      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.
      Asiana Airline changed our flight schedule on our return flight ******************************** However, the new schedule is overlapping specially the ********************** flight. I requested to arranged the flight schedule wherein it will align to the schedule but instead they are offering a refund. WE DO NOT WANT A REFUND because we are already set for this trip. This is becoming a problematic situation for us which make us anxious and stress about the situation.

      Asiana Airline reservation number: ******
      ******** Name: ***** ******

      Business Response

      Date: 09/08/2022

      Business Response /* (1000, 5, 2022/08/23) */
      BBB Case# *******

      August 23, 2022

      Dear *****************

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your letter through the Better Business Bureau on August 22, 2022.

      In case the passenger's previously confirmed schedule is cancelled or significantly delayed by the airline, the airline offers either a refund or an alternate schedule. During such process, we waive the airline's refund penalty or reissue penalty. However, depending on the place of issue, route, travel date, fare of the ticket, the regulation applied on the ticket is different.

      For such matter, please contact your travel agency where you purchased the ticket for further assistance on rescheduling the flight.

      In case your travel agency has an inquiry to Asiana Airlines, they will be contacting their sales representative for Asiana Airlines.

      As of now, your departure date from Manila is same, but you have an overnight stay in Korea. This is because your flight from Incheon to Seattle was cancelled and accommodated with the next day flight. Also, you have a misconnection to the flight from Seattle to Dallas, so your flight from Seattle to Dallas needs to be rearranged as well.

      Please contact your travel agency for assistance.

      If you have further inquiries to Asiana Airlines, please do not hesitate to contact us again through Voice of Customer page on **************

      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.


      Consumer Response /* (3000, 7, 2022/08/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Thank you for the response but at this point, I do not accept the response by Asiana Airlines because until now our return flight schedule has not been fixed yet.

      It seems I am being pass around like a ball. The travel agency is saying they are awaiting approval from Asiana Airlines for the corrected flight schedule while apparently Asiana Airlines is saying they are waiting communication from the travel agency. I do not know who to believe at this point.


      Business Response /* (4000, 9, 2022/09/07) */
      BBB Case# *******

      September 7, 2022


      Dear *****************

      Thank you for contacting Asiana Airlines U.S. headquarters.

      We have received your second letter through the Better Business Bureau on September 6, 2022.

      Since your ticket was issued by the travel agency, Travelocity, the ticket needs to be reissued by your travel agency. Just in case, we have forwarded your letter to our relevant department, where your travel agency contacts if they have an inquiry to Asiana Airlines. Therefore, once your travel agency contacts that department, they will be aware of your case.

      It appears that your travel agency has changed your flight****** from Incheon to Seattle to Jan 15, 2023, and currently there's an overnight stay in Incheon on your schedule. We are unable to check if your domestic flight is confirmed or not as your booking for other airlines are shown just as information to Asiana Airlines. In other words, we do not have control over your ticket.

      For such matter, we need you to contact the travel agency, Travelocity, to reconfirm and reschedule your flights.

      We regret that we are unable to directly assist you with the matter.

      If you have further inquiries to Asiana Airlines, 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.

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