ASIANA AIRLINES INC. Reviews

The wait times to speak with an agent on the phone are incredibly long! Additionally, the fees to change the flight are excessively high and above average compared to other European airlines.

Dear Sir/Madam, I am writing on purpose to give you some of my opinions. My name is Sze Wing Chung. I travelled with my parents on 13th MAR with OZ521. Our seat no. are 5A, 5E, 5F. Firstly, the new business check-in counter is very convenient. The luxury environment made me feel comfortable. The check-in ground staff is polite ＆ patient. She explained all of my confusion in detail. Secondly, although there are many turbulence throughout the flight, however, all of the crew members are professional and calm. Well performance of all of the cabin crew. Unfortunately, I couldn't remember all of their name, one of your assistant purser MS Nam EunJi was outstanding, she kept her smile for the whole flight even it was a long hual flight with 14 traveling hours. Everyone should've learned about her active spirit. She always gave me a positive example. She can handle all the task effectively. Furthermore, I would like to praise another crew member as well. She is in short hair, an assistant purser (sorry, I have forgotten her name), she was responsible for serving me and my aisle too. She is hardwork, and the obersevation level is high and smart. Also, she can solve the issue efficiently. Apart from this, cabin manager and all the cabin crew are friendly, smart, helpful, workhard, and polite. Thank you for your service. Besides, both meal services are conducted smoothly. I love the strawberry vanilla panna cotta and the chest nuts cake very much , and all the bread rolls are attractive. The Amuse Bouche is tasty, too. Thank you for the whole inflight team members. I will choose the Asiana Airline again. Finally, thank you for bringing us to the destination safely. Our overall experience is prefert, and we are highly satisfied. Thank you. Have a nice day.

Uns wurde in einer Notsituation (plötzliche Erkrankung) zügig und sehr entgegenkommend geholfen. Wir hatten den Kontakt über die Internet-Reservierungsadresse der Airline in Deutschland, telefonisch war kein Kontakt möglich. Wir sind schon früher mit Asiana geflogen und waren sehr zufrieden. Asiana wird 'unsere' Fluglinie bleiben!

I’m absolutely devastated. We booked our flights to Japan with Asiana Airlines 11 months ago, via Booking dot com. Now 4 weeks from our holiday of a lifetime, the airline has changed its schedule and CANCELLED our flights only offering a refund. (Which has not been confirmed in full!) Their schedule change meant there was not enough time to make the connecting flight home. Despite running multiple flights on the route between Japan and London, we’re told there are no seats available for same dates. We were offered one flight 4 days later for an extra £600. We’re now left frantically trying to find flights we can afford that work with our hotel bookings. It’s beyond stressful. My son is distraught with disappointment and now I’m not sure if we can go at all or if we’ll lose money. I will never book with Asiana Airlines again. AVOID!!!! AVOID!!!! AVOID!!!

Nous avons voyagé avec Asiana pour aller de Paris à Hanoï (une correspondance à Séoul) et avons été ravis de la compagnie. Le personnel à bord a été adorable, et j'avais pu sélectionner un repas spécial en amont des vols. Seuls bémols : à l'aller mon compagnon et moi n'étions pas côte à côte mais j'ai pu demander au service commercial (bureau de Paris) de modifier ça pour le vol retour.

Something I just discovered today at the Asiana website: if you want to accrue miles, you need to open your account BEFORE you fly. So, maybe we wlll be able to accrue the miles for the return trip. This is something that ground staff COULD have made us aware of, or even assisted us with before flying. Like many others, we had problems with Asiana staff on the ground, which I plan to recount in a future posting; but also like many others, we have praise for the on-board staff.

Excellent airline. They are efficient, staff are pleasant and helpful. They offer and exceptional service and choice of food. I travelled with them before and remain impressed with their outstanding service. Great choice if you're travelling around Asia.

Sydney airport staff very hard to deal with.

Very poor customer service. By accident the agent in Manila printed out an improper boarding pass referencing a flight to Anchorage leg, not the Incheon to Seattle flight we were queuing for. Standing in line at the gate in Incheon Asiana staff discovered the error, pulled my wife out of line and printed her a new boarding pass, then this Asiana dude told her she would have to be "last to board" because "she lost her ticket" -- an absolute lie. [even if she had lost the ticket, which she did not, why this last to board crap??] My wife came back into the line where I had saved her place; when it came time to get her ticket scanned the rude employee pulled her out of line and said she would have to be last because "she lost her ticket" -- repeating his lie. I got involved, raised my voice while he repeated his ridiculous lie, and demanded to speak to a supervisor, not this thug. The super must have finally realized the bungle her employee had gotten her into but, with no apology and after several minutes, we boarded the plane. My wife feels she was discriminated against (she is a filipina) by this agent and we will never fly Asiana again.

I flew with Asiana to Seoul, checking one bag on hold. The flight was long but without problems. However, when I arrived at Seoul airport and received my luggage, I realised that the casing of my bag was destroyed completely; It was as if someone was jumping up and down on to it. I went at their service desk immediately, before passing customs and I explained the situation to their representative there. The first shock was that their representative was completely indifferent. They didn't offer an apology and at first she tried to convince me that there was no damage. I showed them that the handle was completely destroyed and you could actually bend(!!!) the case, but they remained evasive and rude, until I asked (always calmly) that their supervisor interfered. At that point they agreed to replace it in an angry and (even more) rude manner. They then waved to me to the direction of some low quality cabin bags and TOLD me (not asked - told) in a shouting manner to choose. I remained polite and in a low voice, I explained in short sentences that the bags that they were showing were small, could not fit my things and that they were of inferior quality to the bag that was destroyed. At that point they really erupted. They started shouting that they couldn't give me a bigger bag and that I had to choose from what they were giving. I repeated calmly myself and I asked them not to shout. Nevertheless, they kept shouting at me and told me that if I didn't like the bags to claim from my travel insurance. I told them that this wasn't appropriate as the destruction took place under Asiana's care and also that I needed a bag there and then, as the bag wouldn't go anywhere, being destroyed. They kept shouting at me, asking me to choose. I have been traveling for 30 years all over the world but I have never felt intimidated like this in my life. I was a foreign country and I was treated in an unfriendly manner. I felt scared. So, I took one of the bags and left. I almost immediately filed a complaint with Asiana. In order to do that I had to employ some detective skills, as there is no web form and you can't submit a complaint through their call centre. So I had to navigate through their t&cs to find an email account where complaints could be send. Not that the response was quick of course. It took them 12 days and three reminders to get a response, which was a simple apology. I am still waiting for a follow up, more than a month later. My point is that, if you are to spend $1300 on a flight you would expect some respect. Clearly this is not the case with Asiana! They have no respect to their customers and the concept of "customer service" is unknown to them.

Very well treated. There wheelchair service was very nice. They took you right to the airline entrance and picked you up at the exit of the airline. I can’t get over how well the wheelchair service was Thank you Ronald Edward Arnold

Their website is useless and their reservations hotline recommends you use Expedia! 1. Trying to book flights to Europe from Japan, no credit card works (tried, Japanese, Hong Kong, and Singapore ccs). Ended up having to call them and troubleshoot for 20 minutes, had to redo registration and then NOT include mileage number to finally get it to work? It sounded like a known bug. Why? What decade is this? I would have normally just chosen another airline, but was forced to use SA. 2. Trying to book a flight to Louisville, US. Can't enter that on their website (can be entered on Korean Air's website). You can only choose destinations they fly direct to because they have no partners? I called to see how I could do this and the lady on the phone (who'd obviously heard this request many times before) said "We don't have flights to there". I said I know, but you have partner airlines, or? She said "go book with travel agent". A travel agent! in 2023! Whoever is responsible for their website is costing them a silly amount of lost revenue. I won't fly with them again because of this, which is a shame as the planes and cabin service are good.

Same experience as a low cost carrier.

Da es aus Zürich am Buchungstag noch keine Direktflüge von Zürich nach Seoul gab und es auch nicht sicher ob es wieder geben würde, sind wir auf eine Variante der Asiana mit Anschlussflug ausgewichen. Die Onlinebuchung auf der Asiana Webseite verlief im November problemlos. Es kamen danach ein paar Emails wegen Flugzeugänderung und Flugroutenänderung. Diese waren verständlich und nachvollziehbar, betraf unsere Anschlussflüge aber nicht, da der Flug später in Seoul ankam, respektive früher in Seoul starten musste (Stichwort Ukraine Krieg). Die schöne Überraschung kam dann am Vortag des Abflugs, als wir für den LH Anschlussflug von Zürich nach Frankfurt nicht online einchecken konnten. Asiana Frankfurt war zu diesem Zeitpunkt nicht erreichbar, sie haben stark reduzierte Bürozeiten. Die Kontaktstelle der Lufthansa war telefonisch erreichbar, aber auch nicht hilfsbereit. Immerhin hatte die Dame uns mitgeteilt, dass unser Retour-Anschlussflug Frankfurt-Zürich gestrichen sei und wir somit keinen Rückflug haben. Ohne Rückflug kann man aber keinen Hinflug antreten und somit auch nicht online einchecken. Die Lufthansa konnte uns auch keinen Alternativflug anbieten, da wir ja via Asiana gebucht haben und sowieso, es gibt an diesem Tag keine freien Plätze nach Zürich. Natürlich jetzt etwas nervös geworden, jetzt waren es noch 18 Stunden bis zum Abflug. Nochmals Asiana versucht zu kontaktieren, diesmal via dem Kato-Chat mit Asiana Korea direkt. Aber wie alle Chats mit KI, da geht gar nix. Gut, alles auf eine Karte gesetzt, Koffer ins Auto gepackt und auf den Vorabend-Checkin gesetzt. Am Zürcher Flughafen hat uns eine sehr kompetente und hilfsbereite Swiss Mitarbeiterin, nach der Darstellung unserer Ausgangslage, den Flug nach Korea via Frankfurt bestätigt, wir haben die Tickets erhalten und das Gepäck aufgegeben. Sie konnte das Vorgehen weder von Lufthansa noch Asiana nachvollziehen. In Frankfurt gelandet haben wir einen frechen und unfreundlichen Mitarbeiter von Asiana beim Checkin bezüglich der Ausgangslage angesprochen. Er meinte lapidar, tja, "kontaktiert doch das Frankfurter Büro", das wie schon erwähnt, nicht wirklich erreichbar ist. Und im Übrigen, es ist ja der Lufthansa Flug gestrichen worden, da müsst ihr schon die Lufthansa kontaktieren. In Korea angekommen haben wir sofort den Asiana Schalter kontaktiert und die Ausgangslage wieder geschildert. Dort konnte uns niemand die Inkompetenz ihrer Frankfurter Kollegen erklären. Sie haben sofort die Sachlage abgeklärt und uns bestätigt, dass unser Rückflug zwar gestrichen wurde, aber bereits ein Ersatzflug gebucht wurde. Nach 2 Wochen Urlaub erhielten wir dann die Mitteilung von Lufthansa, dass unser Flug Frankfurt - Zürich gestrichen wurde und wir Ersatz-Tickets für einen Swiss Flug erhielten. Naja, immerhin doch noch eine Information. Beim Rückflug gab es keine Hindernisse, ausser dass wir wieder nicht online einchecken konnten. Diesmal war die Begründnug, dass wir vor Ort in Seoul nochmals persönlich über die Flugänderung informiert werden sollten. Zusammenfassend: Der Flug mit Asiana per se war sehr gut, speziell der freundliche Service beim Rückflug liess keine Wünsche offen. Es ist die Inkompetenz der Verkaufsstelle in Frankfurt, deren nicht vorhandene Kommunikationsfähigkeit und Kundendienst, die verantwortlich für die abschliessend negative Bewertung von Asiana Airlines ist.

Bin von Seoul nach Istanbul in der Economy geflogen. Alles war Ok, das Essen überdurchschnittlich für die Klasse, ausreichend Platz, sehr freundliches Servicepersonal. Ein sehr angenehmes Erlebnis. Gerne wieder.

if there is an airline that is more difficult to connect with I haven't found it the telephone answering service is idiotic-it asks you to select the date with a 4 digit entry, I entered that and the reply was "invalid date"tried again and the reply was that I had exceeded the time limit, I tried to enter my arrival city and it changed it to Inchon after all that I had to listen to a recording saying not to be rude to their agents and then....the recording said to call back? so I called...another airline

tried to make a business class booking system did not allow me to the online booking Tried three browsers and even downloaded their app always the same error messages: the my 'email was not valid' and then that my first/last name was not valid And no - I did not use symbols what a loss of time will have to take my business elsewhere

After all my Korean colleagues here and in Seoul told me Asiana is better than Korean Air,we try it ..we booked 2 flights. 11 February to Ho chi min from LHR . We asked for social meals and add ours Thai FF... So .. After 32 mails 3 fax 25 calls NO ONE.. get back to us... to check..cause we saw in reservation they add wrong meals and no FF..they try to call me when I was out UK,as I request a mail of confirmation... Noting... I've tried to call many many times... so fortunately 1 girl answered, and she told me she can't help cause system down😄.. OK, so after 2 weeks I've try to send mail to everyone on flyasiana.com... Also, contact star alliance.. Heathrow customer service...asiana in Instagram,Facebook and twitter... I'm disappointed, stressed... no way.. so after one nice operator from MANILA OZ office just get back to us about that frequent flyer as added..also meals request..fantastic...FROM MANILA!!After I checked in reservation and they add FF but the wrong meals....again... After all, I surrender.. We went to the airport and immediately to desk...the giu of Handling Menzies was super nice and he tried to help..but he told me to talk with the supervisor/manager at ck-in.. Ok.. At check in the Handling agent, take.me.to the airline manager/supervisor... So :he didn't introduce himself... stayed seat behind the ck-in desk... smiling... As I saw him all.mails all phone calls and explain problems... he was just saying, "CAN'T HELP.. WE ARE STAFF OF AIRPORT, CAN NOT DO ANYTHING "So I also ask him why no one is getting back to us.. even apologies, even with an upgrade to business, just to apologize..."NO NO.. WE DON'T DO ..AND YOU CAN ASK YOUR TRAVEL AGENT"..the gentleman was really rude as he was laughing all.time and even try to don't see the worst customer service that as he represents the airline give to us.. so when I've told him that I'm a customer and he cannot don't try to help,and I Will complaint..always smiling in front of us and the Handling he just said "OK YOU CAN COMPLAINT, NOT A PROBLEM FOR ME,WHAT WE CAN DO?". I left the gentleman.. Worst management ever Worst customer service ever I've been working for airlines for 10 years in Qatar,Emirates, Royal Jordanian,Mea... and never seen a staff like this. Unfortunately for the OZ staff il London our colleagues in Seoul.find for us management offices in Incheon to complaint so we send to them all mails..and we complaint also.to.th3 Korean Embassy as we ask for support. And hopefully from Seoul they will get back to this gentleman and the LHR office. On board cabin crew was amazing, tried to help me as I was so angry, I didn't heat for 2 flights as my special meal have fish instead of Indian meal...fortunately my girlfriend as vegetarian find a vegetarian meal... but nice for me eat just Bread and butter...but crew staff try to give us a great support,amazing on plane service in all flight!cabin crew OZ top! Staff of airport LHR ,even no apologies, no help and rude manners. Even a mail or an upgrade on return flight to apologies... without any customer experience.. rude We have also a second flight now to come back from Bangkok on 27... already my self ready do have Disappointed discussion at ck-in. We book another flight with asiana in December to Tokyo...ALREADY CANCELLED AND REQUEST REFUND. LAST time with Asiana But GREAT CABIN CREW SERVICE AND AIRPORT HANDLING AGENTS

The staff tell a lie with client for hotel. I got an cancel flight last night at 7:25 pm -KE469. I got a delay untill 9:10 next day. Very tired for long trip, They help everybody enter terminal 2, after that they share many small group. I don't know why. I saw some person they had same my flight and they have a room in hotel. I didn't understand what hapen. i had been required an hotel when i saw everyone had a room for stay not me. They kept my carry on when i enter the hotel and they told me "they will be call the polish if i enter the hotel". Omg what happen? They young and very rude. they treated me like a law-giver for the client. they told me with a strong voice. Anyways, I told them if you don't like to give me the room for stay . I need you give me the paper , please sign down your name and reason why you do not have room for me. They told me the hotel have no more room, and one couple check in after they answer me. Finally they put me into a room with 2 women. Thank Asiana airline for teaching me a lesson when choosing you as a companion

Read very well the terms of your flight ticket before buying. This airline has one of the more expensive penalties for almost everything: change of date, refund, no-show, etc. We had a one-way ticket to Bangkok that cost us 1100 USD, and for visa reasons, we had to cancel the trip. Our surprise was that ticket was refundable but with a big penalty of 300 USD per passenger + unused paid taxes + the fee of the travel agency. This cancellation cost us 880 USD. Ah if you want to change the date prepare a 200 USD penalty per passenger + difference in rate. If you are not 100% sure of your travel dates search for another Airline. Finally, Don't waste your time calling customer service, you can spend 1 hour waiting for an agent