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Korean Airlines

Chungja of Flushing, NY September 17, 2009

I recently purchased a ticket from Korean Air to travel from JFK to Seoul, South Korea. The reservation code is EECQZR. After making the reservation, the swine flu epidemic has become much worse (4 deaths) and is worsening. I deliberated over the situation for some time and decided the only sensible thing to do was to cancel my trip.

I called 3 times to try to cancel the reservation and spoke with a supervisor named Cho Sun Heo. After speaking with her, she said "When you bought the ticket, you were aware that the swine flu issues in South Korea. We will waive the fee if you obtain a doctors note stating that you have or may have the swine flu."

So in other words, the fee can be waived by the airline if it benefits them, but they refuse to waive the fee to protect my health. I'm a 55 year old woman and I feel the risk is too great for me to be exposed to the epidemic. I feel that the airline's policy is extremely unfair and self serving. Under the circumstances I'm asking KAL to allow me to use my ticket for travel at a later date or refund my money without a penalty.

This is not fair and I will fight this. I'll send my complaint to the Better Business Bureau, the DOT's Aviation Consumer Protection Division (ACPD), Consumer Affairs, and local TV stations, etc. I'm a valued customer. I don't think this is the manner in which I should be treated. Please review my case and respond back as soon as possible.

Moi of Lilburn, GA September 17, 2007

We called to redeem our family's plan mileage for the round trips to Vietnam on 09/17/2007. But the customer services tried to avoid to award our redeeming by saying that we can not claim my grandchilds' mileage for my award because they are not in my family side (they indicate my grandchildren are not ours as they said, this is wrong). And this is not what they said in the policy when we applied for my family plan.

They also tried to avoid the award by increasing the mileage required for the award ticket. As before, they required only 45,000 miles for the round trip to Vietnam, now they told us that we need to have 85,000 miles for this award. And this increasing is not the same, 65,000 miles, as when we called in June-2007. I think, they do not hornor their services by increasing the number of mileage (3 times) by each time we called, so we will never have a chance to claim for my award.

They also did not want to deal with this situation while I was on the phone. They put me on hold for more than 30 minutes. They were not nice and tried to get away with this situation.

They do not honor for their services and with their clients.

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