Review Time
I strongly advise against using this service. We faced a family emergency requiring surgery and notified the airline six weeks prior to our flight. We submitted all requested documentation, including letters from our doctor and the hospital. Unfortunately, their local office refused to assist us since the ticket was booked online for a specific route. This forced us to contact the overseas office repeatedly, waiting on hold for almost an hour each time, and explaining our situation again and again. Even with clear medical advice stating I was unfit to fly, they continued to make excuses. Ultimately, they refunded us less than twenty percent of the fare. For us, it’s definitely never again.
I cannot recommend them at all. We faced an emergency surgery in the family and notified the airline six weeks prior to our flight. We submitted every document they requested, including letters from our doctor and the hospital. Their local office refused to assist us because the ticket was booked online for a specific route. This forced us to call internationally each time, waiting on hold for nearly an hour, and repeating our situation multiple times. Despite clear medical advice stating I was not fit to fly, they continued to make excuses. Ultimately, they refunded less than twenty percent of the fare. For us, it’s a definite no for the future.
I booked a flight from Osaka to San Francisco many months ago at a great price. Just weeks before my trip, I was informed of a schedule change. My connection in Seoul became impossible. They offered either a refund or an earlier flight to Seoul with an 8-hour layover. They refused to book me on another airline, even though better connections were available. If I take the refund, I will have to pay three times more for a new flight. I could have secured a better deal months ago, but this airline robbed me of that option. The travel agency I booked through couldn’t even reach the airline. What a poor excuse for an airline. I will be filing complaints with the relevant authorities.
They offer 'coupons' for signing up as a member and booking through their site. However, there are catches: 1) you cannot register as a member more than 180 days before your flight, 2) prices increased from $476 to $668 overnight at the 180-day mark, 3) their website (at least on a Mac) does not allow you to use the coupons or pay with a US credit card. After hours and several calls, I ended up booking through a different service at a higher price.
I had an absolutely terrible experience purchasing a flight ticket. This website is the worst I have encountered in my life. I had to repeat the transaction at least five times. Something always malfunctioned. It was a dreadful experience.
I traveled with this airline from Tokyo to London via Seoul at the beginning of July. I secured a good price with a 2hr30 layover, which I was satisfied with. However, my flight times changed in February, giving me a 40min layover, later updated to 50min, which caused me concern. Contacting them was a hassle; their local number didn’t work, and I spent 40 minutes on hold just to find out that the representative couldn’t assist me since the flight didn’t go to the US. I attempted multiple times to reach the Japanese and Korean numbers but never got through to an English speaker. I eventually submitted a form expressing my desire to cancel or change my flight to one with an 8-hour layover. After many back-and-forth communications, I finally managed to change my flight. The flights themselves were fine, just as I expected for the price. The staff were nice, and while I didn’t use the entertainment, the food looked appetizing, although my special meal was quite bland. I’m glad I changed to the longer layover as it took over an hour to get through security. I wouldn't choose this airline again unless absolutely necessary.
I had a truly shocking experience with this airline. Initially, I wanted to book a Business Class flight from Japan to London at a great price. However, when trying to register for the membership, the system simply didn’t work, and I received no confirmation email. Without a membership, I missed out on discounts for flights or duty-free purchases. When attempting to book a flight, I found I could only pay in local currencies. The website required excessive personal information and failed to complete email verification for customer service. It was an absolute farce. I even considered emailing the CEO directly, as I want to understand why their service is so poor.
I took a business class flight from Seattle to Seoul on April 28. The service was only mildly polite at best. I was sitting upright when a flight attendant roughly pulled down the meal table, knocking into me without any apology. I had to adjust my position to accommodate her. Throughout the flight, they were polite and provided excellent service to Korean passengers, but were standoffish and rude to others. It was the worst business class experience I have ever had.
Five stars for flight operations – they deserve their title as a top airline. The food was excellent (even in economy), the seats were fairly spacious, and the cabin crew provided good attention. However, there are some caveats: 1) as is common with many non-English airlines in East Asia, customer service can be slow and restrictive for non-Korean customers outside Korea; it took weeks to resolve an issue with registering frequent flyer club numbers. 2) The company’s systems are rigid and slow to respond during crises, with frontline staff lacking the authority to resolve issues, often needing to contact headquarters, which can be unreachable or outside business hours.
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ASIANA AIRLINES, INC. is a Korea-based company principally engaged in the provision of air transportation services. Along with its subsidiaries, the Company operates in four business segments: air transportation segment, mainly engaged in the passenger...
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