We offer the lowest fare available to you for the date, flight, and class of service you request through our website (www.koreanair.com), on our telephone reservation system, at airport ticket counters, and at ticket offices in the city. Upon request, our representatives will identify alternative itineraries if your travel schedule is flexible.
When a change in the status of a flight occurs (i.e., a delay of 30 minutes or more in the planned operation of a flight, a cancellation of a flight, or a diversion), we will promptly provide information about the change within 30 minutes after we become aware of such a change, as required under 14 CFR 259.8(a). We will make information on such changes available via our toll-free telephone number (1-800-438-5000), via our U.S. website, www.koreanair.com (in the Flight Status Menu), at the gate area (for a flight at a U.S. airport), and via any flight status subscription service we provide that delivers notification to passengers (to the extent we provide such service). We also provide, through our gate agents and flight crews, timely updates on the status and causes of delayed, canceled, or diverted flights. We have installed flight monitoring technology that will improve our capability to track delays and diversions; it also will help us relay information more completely. We will contact you about cancellations when the event is made known to us using the contact information in your reservation.
It is our intention to deliver your baggage on time, including making every reasonable effort to return mishandled baggage within 15 or 30 hours for international flights consistent with the requirement of 14 CFR 260.5, compensating passengers for reasonable expenses that result due to delay in delivery as required by applicable international treaties for international flights, and reimbursing passengers for any fee charged to transport a bag if that bag is significantly delayed or lost as required by 14 CFR 260.5. Notify a Korean Air employee at the airport if you cannot locate your baggage. To check the progress of your bag search, call the regional office where you made your report or go to At the airport menu on our website. We will attempt to contact owners of unclaimed baggage when a name and address or a telephone number is available. We use scanning technology to identify the location of all unclaimed baggage which helps us to quickly reunite you with your property. Bags that are unclaimed after seven days are sent to our headquarters in Incheon, where continued efforts are made to locate bag owners.
For a reservation that is booked and ticketed through Korean Air ticketing office, Korean Air Service center (1-800-438-5000), or Korean Air homepage (www.koreanair.com) one week or more prior to the first departure date of your itinerary, you will receive a refund for the ticket without penalty if you cancel the reservation and request the refund within 24 hours of purchase.
We will issue refunds for eligible domestic and international tickets within seven business days for credit card purchase, and twenty calendar days for purchases made by cash or check. Requests for refunds may be submitted to Korean Air ticketing office, Korean Air Service center (1-800-438-5000) or your travel agent. Information on this service can be found on our website in the Customer Support menu. Automatic refunds will be provided when required by 14 CFR part 260. We Will provide prompt refunds in the original form of payment (i.e., money is returned to an individual using whatever payment method the individual used to make the original payment, such as a check, credit card, debit card, cash, or airline miles) when ticket or ancillary service fee refunds, including checked bag fee refunds, are due pursuant to U.S. Department of Transportation regulation 14 CFR part 260 unless you agree to receive the refunds in a different form of payment that is a cash equivalent payment as defined in 14 CFR 260.2. Carriers may not retain a processing fee for issuing refunds that are due.
We will provide information regarding the status of a flight if there is an extreme delay after you have boarded or after the plane has landed. If safety and security conditions allow, we also will provide for your essential needs such as food, portable water, operable lavatory facilities, and access to medical treatment. For more information, see Korean Air's Contingency Plans for Tarmac Delays.
Occasionally, we may not be able to provide you with a seat on a specific flight even if you hold a ticket and check in on time. This is called an oversale, and it occurs if the number of customers who check in (ready to board) exceeds the number of available seats. If you voluntarily give up your seat, we provide compensation and transportation on an alternate flight. A notice which explains the obligations and the compensation in an amount determined by Korean Air will be given to you. If you are involuntarily denied boarding, we also provide compensation and transportation on an alternate flight. A notice which explains the obligations and the compensation in an amount determined by Korean Air will be given to you. The policies and procedures that we follow ensure you receive fair and consistent treatment if such oversales occur.
We will provide you with your travel itinerary and complete information about policies and procedures that affect your travel:
We will notify in a timely manner of changes on your flight when there is a change so as not to affect your itineraries. We will contact you about the aircraft or the schedule changes when the event is known, using the contact information you provide us in your reservation
We will acknowledge receipt of written customer complaints within 30 days of receipt and will send a substantive response within 60 days of receiving the complaint. Please send us your comment to the following address or click the below "Voice of Customer" to give feedback about your experience.
If a cancellation occurs, we will attempt to contact you with the contact information you provide in your reservation in order to alleviate any inconvenience you may experience. In addition, we work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary. We provide hotel accommodations at Korean Air contracted facilities, based on availability, if you are required to stay overnight while away from your home or destination due to a delay, misconnection, or cancellation within Korean Air's control.
When offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds, we will disclose that consumers are entitled to a refund if that is the case, consistent with the requirements in U.S. Department of Transportation regulation14 CFR 260.7. Additionally, we will disclose any material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether consumers are entitled to a refund, as described in 14 CFR 260.8 and 14 CFR 262.8.
Upon request, we will provide travel credits or vouchers that are transferable and do not expire for at least five years from the date of issuance to a consumer affected by a serious communicable disease impacting travel, as described in U.S. Department of Transportation regulation14 CFR part 262.