ASIANA AIRLINES INC.
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Flights fine, pre-flight customer service pathetic.
I travelled with Asiana Airlines at the beginning of July from Tokyo to London via Seoul. It was a good price with I think a 2hr30 layover which I was happy with. I booked it in January however come February my flight times were changed to give me a 40min, later updated to 50min, layover. This is where my problems started. I did not feel that was enough, I didn't want the added stress, especially as the next London flight with Asiana was 24hrs later. Contacting them was a nightmare, their UK line does not work, it just goes to voicemail, I called at all different times of the day with no luck. After 40mins on hold I got through to the US line only to be told after we discussed it for 20 mins that she couldn't do anything as the flight doesn't go to the US. Not sure why she couldn't tell me that when the call started. I tried calling the Japanese and Korean number multiple times too but despite selecting the English speaker option I never got through to an English speaker. My Japanese is unfortunately not good enough to deal with changing flights. I filled out the form saying I wanted to cancel the flight or was open to changing the flight to one that had an 8hr layover. This took many back and forth forms as you are unable to just reply to the email you have to complete the form every time. They kept insisting that 50mins was enough and implied I was being dramatic. Yet they never confirmed what would happen if I did miss my flight. They also never addressed the UK number not working. I finally got it changed to flying from Tokyo HND (rather than NRT) with an 8hr layover in Incheon instead. The flights themselves were fine, exactly what I expected for the price I paid. The staff were lovely, the seats were fine and I didn't really use the entertainment so won't comment on that. The food other passengers had looked really tasty though my low lactose meal has never been near seasoning. I will say that it took over 1hr30 to get from the plane and through security so I'm glad I did get it changed to the longer layover. I don't think I'd fly with them again unless there were no other options.