ASIANA AIRLINES REPLIES:

It is truly disappointing to hear that our service did not exceed our customer’s expectations. The passenger’s comments have been reviewed by the responsible management and staff. To prevent recurrence, we have investigated the situation and have concluded there was a misunderstanding between the passenger and airline.

First class passengers are individually greeted by cabin crew, as occurred when the passenger flew. Our A380 first class suite is designed so that large baggage is not put in the sitting area due to safety. As first class was full, and most passengers wanted large pyjamas, we were not able to offer the size requested. Crew politely asked the passenger to take an extra-large. Due to the inconvenience, crew paid them even more attention.

It is true that an error occurred with the IFE system. But crew reset the system and the passenger later enjoyed a movie. Regarding the luggage, the passenger was on a United flight from Newark to Los Angeles prior to boarding with Asiana, and the ground staff at Newark accidentally loaded the bags on the wrong plane. Therefore, it was impossible for Asiana to deliver the passenger’s items to Seoul on the same day.

We offered an overnight kit and delivered the bags with monetary compensation to the passenger the next day. In accordance with the terms of transportation or the Montréal Convention, this case is not included in the scope of compensation from Asiana Airlines.

We regularly provide English lessons to our crew. However, we will take more care with our training through continuous monitoring. We would like to thank the passenger for giving us an opportunity to improve.