Consumers are advised to be cautious when purchasing airline tickets through online travel agencies, as both airline penalties and separate cancellation fees may apply.
The Fair Trade Commission and the Korea Consumer Agency issued a consumer warning on September 14 ahead of the Chuseok holiday.
Complaints regarding airline services have surged, with applications for consumer redress rising from 1,705 cases in 2023 to 2,532 in 2024, and reaching 3,201 last year. The number of applications last year increased by 26.4% compared to the previous year.
Over the past three years, the primary reasons for complaints included contract cancellations, refusals to terminate contracts, and excessive penalties, accounting for 4,341 cases or 58.4% of total complaints. Issues related to flight cancellations and delays made up 2,000 cases, or 27.2%, while unfair practices accounted for 394 cases, or 5.3%.
When comparing 2023 and last year, the number of redress applications increased by 87.7%. This rise outpaced the growth in international travelers, which increased by 30.1% from 22.71 million to 29.55 million during the same period. However, the statistics on redress applications alone do not provide a complete picture of the overall incidence of consumer issues in airline services.
One notable case involved a consumer who purchased seven round-trip tickets from Incheon to Da Nang for 2,918,000 won through a travel agency. After canceling the tickets five days later, the consumer faced a total fee of 770,000 won, which included a 30,000 won fee from the travel agency and an 80,000 won fee from the airline.
The Fair Trade Commission and the Consumer Agency explained that purchases through travel agencies or online travel agencies (OTAs) may incur additional fees for ticket issuance, changes, and refunds, in addition to airline fees. They advised consumers to compare not only the ticket prices but also the costs associated with cancellations and changes if there is a possibility of schedule changes.
Flight delays and baggage issues have also been reported. In another case, a consumer experienced a four-hour wait on an Incheon to Da Nang flight due to an aircraft malfunction. The airline denied compensation, stating that the delay was necessary for safety checks.
Among the 131 cases of baggage-related complaints last year, 103 involved damage, 16 were related to delays, and 12 involved lost baggage. There were instances where compensation was denied due to claims of minor damage, such as scratches or wear and tear.
Consumers should also be aware of issues related to the inability to correct the English name on their tickets. Even if airlines allow minor spelling corrections, some travel agencies may refuse to process these changes, making it essential to verify passport information and English names before payment.
The Fair Trade Commission and the Consumer Agency recommend that travelers regularly check for flight schedule changes via text messages and emails before departure and ensure that the contact information of actual passengers is registered with the seller and airline.
If baggage is damaged or lost, it is crucial to report it immediately at the airline desk in the airport and obtain a confirmation. Travelers should carry valuables with them and check the coverage conditions for flight and baggage delays when purchasing travel insurance.
In the event of a problem, consumers can seek advice or apply for redress through Consumer24 or the 1372 Consumer Counseling Center, armed with transaction records and supporting documents.
* This article has been translated by AI.
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