Complain about a product or service

Asiana

Ron of Seattle, WA December 27, 2008

Please urgently help me get delivery in Vietnam of my missing suitcase. My wife and I flew business class from Seattle SEA on 24 Dec via Seoul ICN to Ho Chi Minh City SGN, arrival 25 Dec 08 in South Vietnam. No one from Asiana staff at Tan Son Nhut Airport SGN was on duty upon our arrival on 25 Dec 08. The missing luggage report was taken by local Vietnamese Airport ground handling staff working for the airport authority. I also filled out form upon arrival for local SGN missing luggage office to be agent, clear customs and delivery instructions when suitcase is located.

None of the Asiana phone numbers listed at flyasiana for SGN offices are correct. I have called to Seoul ICN telephone several times and also called to Asiana in Seattle for help. So far, no response from Asiana in Vietnam to locate and deliver my missing suitcase, now two days after our arrival. I can not reach any staff at Asiana yesterday or today in Ho Chi Minh City or Asiana office at Tan Son Nhut Airport, none of the Asiana offices at SGN are answering the phones airport or city for the last two days, Friday and Saturday. Is Asiana closed in Vietnam?

I was informed by Seoul ICN yesterday that my missing bag was flown to SGN on 26 Dec. However, when I called Tan Son Nhut Airport SGN airport ground handling staff, they have told me several times that I must come to the Tan Son Nhut Airport SGN to clear suitcase myself through customs. I have been told twice today by SGN airport handling staff that Asiana Airlines policy to NOT deliver delayed suitcase to customers in Vietnam. All Asiana passengers must return to SGN Airport to claim missing bags. It is expensive for me to rent car and return to SGN Airport to claim my missing suitcase. Further, Asiana should wake up its employees and handle this problem for me in Vietnam.

So far, I find everything with Asiana to be extremely difficult and Asiana to be extremely cheap, low class standard of airline operation, not international standard. Impossible to reach any office in South Vietnam for Asiana Airlines, no office in Saigon with telephone to be answered. Normal business people will refuse to keep dealing with Asiana Airlines because it seems to be a budget carrier. I can't believe this airline gets permission to do business in Seattle. Please find someone working for Asiana Airlines to respond by locating my missing bag at SGN Airport and have it delivered to my residence outside of Saigon. Thank you.

Lien of Burnaby, OTHER October 4, 2008

The flight I was trying to book was departing from Seattle to Hanoi on Jan 07, 2009 and returning from Saigon to Seattle from Jan 21, 2009. I spoke with an Asiana agent Hannah on Sept 30, 2008 to help me book my flights. Hannah informed us that the flights will be 1068.00 each and that the promotion was only for that day. I gave her my partner's credit card number and she informed us that we would then have to fax the copies of his credit card and ID with his signature and statement agreeing to pay for my ticket as well. I specifically asked her if this will delay booking our flight or will she be able to confirm it that evening. I said that if this will delay it then we will pay for our flights separately. She said that she will be able to confirm it. I faxed her the the requested information at 11:30pm the same day.

The next morning I received a call from Hannah and tried to return her call but the agent I spoke with told me to call back after 9am even though Hannah had called me earlier that morning. I complied with her request and called Hannah back and was informed that she was able to confirm my flights but because she did not get my fax until that morning she was unable to secure the price she had confirmed the previous day and the new price was around 1500 each. At my dismay, she apologised and told me there is nothing she can do and that she knows it was her fault and that I can write a complaint letter. I proceeded to ask to speak with her manager who she informed could do nothing for me either.

After insisting to speak with the manager, she transferred me over. I assumed he had spoken with Hannah as I did not have to explain the whole situation to him other than expressing my frustration regarding the situation. The manager told me once again that it was a promotion and that he spoke with marketing and that another promotion will come and that they will call me. I was not satisfied with this and asked when will he get back to me to resolve this and he said that day.

I did not get a call back from the manager and am left feeling quite cheated over the entire incident. I've written to Customer Care and received an email requesting the details stating that they will look into it. It has been several days now and I still have not received a response.

As a result of their incompetence and lack of customer service care, I am unable to proceed with my booking not knowing if the manager will pull through with rectifying this situation or not. I have family who are arranging to meet up with me in Vietnam and don't know if and when we will arrive. Also the prices with all the other airlines have dramatically increase and so have my exchange rate as I am Canadian and the Canadian dollar has since been dropping.

Jade of Cambridge, MA July 17, 2008

I booked a return flight from JFK to Chengdu, China with Asiana airlines and while the outbound flight was uneventful, a day prior to my departure I called the airline office in Shanghai (where I was at the the time for a meeting) and discovered that my flight had been pushed to a day earlier. No-one from Asiana had informed either me or my travel agent of this change. This meant that I would be missing two important meetings in both Shanghai and Chengdu. I got this news at roughly 10:30 in the morning. It also meant that my connecting flight from Shanghai to Chengdu now missed my returning flight by several hours which meant that I had to purchase another ticket and that I would have to spend two days and one night in Seoul on my stopover as opposed to the original few hours on the ticket I had purchased.

My call was returned at 1:00 PM and I was first informed that I would only be provided with a hotel but that I would have to purchase another ticket myself. I then cancelled my ticket but asked to speak to the manager who I was only able to contact around 2pm and who said they would help me purchase a new ticket. A while later Asiana contacting me again asking for the details of my old Shanghai-Chengdu ticket as they wanted to try change it instead of purchasing a new one.

After re-habilitating my ticket with the company, cancelling it again and requiring a freind to purchase my new connecting ticket was finally purchased although intitially the girl working in the office tried to get away with not refunding me the 30 percent charge I had incurred for cancelling this ticket. Upon arrival in Chengdu, the manager of the Chengdu branch who was dealing with several customers who had the same problem graciously upgraded us to first class, however I cannot say the same for Incheon, Seoul. After I explaining my losses in terms of lost meetings (which were part of my reason for going to China) a call from airport staff worker was sent to my hotel room to say that they would not give me an ugrade or even partial refund for the losses they had caused me to incur in terms of lost time.

I have never not been contacted in the case of a changed flight, and while pushing this later may have been easier to deal with, pushing it a day earlier is unacceptable. Compensation should have been provided to me from the outset with apologies from the airline, but rather I had to waste hours fighting with Asiana representatives to ensure I was treated properly.

Missed two important meetings I had scheduled on the 16th and 17th of July in China the importance of which is incalculable in monetary value. Endured huge amounts of stress during the day of the 15th spending from 10:30 AM until 7pm at night trying to assure a refund for the new connecting flight which cost me a fortune in phone calls.

Jane of Cork, OTHER September 19, 2007

Asiana Airlines as part of my ticket package for my return flight from London- Sydney were supposed to supply me with accommodation, meals and transfers on arrival at Incheon Airport on my return flight as the stopover was longer than 12 hours, however, upon arrival myself and 3 other passengers were denied this. We were treated extremely rudely with one of the staff laughing at us, Y.B.Kim continually rolled his eyes and at 1 point the staff ran away and hid from us.

They refused to help us and even when we rang our travel agents who confirmed the reservations, nothing was corrected as a result we had to sleep on hard wooden benches in the arrivals hall of Incheon Airport.

I was extremely distraught and frightened as I was a lone female traveller in a foreign country. The treatment of the staff and their lack of compassion and care was appalling.

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