Coach class passengers treated with no class by Korean Air

Date: 28 May 2013
Airline: Korean Air
Flight: KE 0019
Location: Incheon, South Korea to LAX

Once my son and I boarded the airplane and settled in, the captain told us the airlines were having some difficulties and we would be leaving shortly. After waiting another 15 minutes, the captain again mentioned some struggles happening with the luggage. He also said he didn’t want to leave until everyone’s luggage was onboard. In essence, we were delayed numerous times before departing on our soon to be long and unpleasant flight.

During food service, my son and I requested chicken for our choice of dinner but was rudely denied by one of the flight attendants. She said, "There isn’t any chicken left, pasta is all that we have." Immediately I asked why this had happened and the [Steward] rudely replied, "I'm sorry but that’s what happens when you sit in the back." I explained that I paid just as much as everyone else for my ticket and deserved the same option for food.

During the second round of serving drinks, my son and I requested Ginger Ale and were told by another Stuart that the airlines had run out. Once more, this Stuart said, "This is what happens when you sit in the back of the plane."

My son and I didn’t ask to be seated in the last row neither deserve the treatment we were given. This was a very long, disturbing, and uncomfortable flight for the both of us. (Keep in mind; we flew 10 plus hours across the country)

Upon arrival at LAX we were soon notified our luggage hadn’t come in and had remained in London. We would not be receiving our luggage until the following day but was once again told it would not arrive until the day after the original date.

All in all, the treatment we received was unacceptable. I feel every customer should be received and treated with equal respect no matter where their seated, business or standard class. After speaking to a representative on the phone, we're still feeling those raw emotions from the flight. What a bad experience this was for the both of us...

Passenger in Pain Denied a Simple Drink of Water

Reading a story like this makes you wonder if some flight attendants just don't care about a suffering passenger.

Airline: Copa
Date: 19 December 2009
Location: En Route Panama City, Panama to Los Angeles (LAX)

I'm an Australian university student aged 20 and had been on a volunteer project in a small village in Ecuador during December. On the day I left the village I became sick with a gastric bug, suffering with diarrhoea and vomiting. I was ill on the bus and at the airport, although my symptoms stopped before I boarded the flight.

Once on the plane I asked the flight attendants several times for water. Once I was given two sips of water in a cup. I was quite distressed with thirst and tried to sleep but was too thirsty to do so. At one point I walked to the back of the plane and asked the steward for water. He acted as though he couldn't understand me. I said "agua por favor" and the steward responded in perfectly good English, "When you learn to speak Spanish, I'll get you some water", whereupon he opened a bottle of water and poured a tiny amount into a cup.

I’m troubled that the flight attendants could not provide me with at least one cup of water. I couldn't eat a thing, I don't drink alcohol and by the end of the 6 hour flight I was dehydrated - obviously a serious condition. I wrote a letter of complaint to Copa Air on 23rd December but have received no reply. I would like to receive an apology for the poor treatment which I received.

AirSafe.com Responds
An apology from the airline would be the least that they could do. An even better thing that the airline could do is to guarantee that no passenger, whether sick or healthy, has to beg for a cup of water.

Photo: matt_so

Check Your Ticket Very Carefully and Avoid Both Hassles and Avoidable Penalties

These two complaints from last week have a similar theme--mistakes on the ticket led to problems at the airport.

Complaint #1: When I arrived at the Flint MI. airport I attempted to check in. For what ever reasons I could not check in on the kiosk. I then tried to check in at the desk. The airline personnel advised me that they did not have me. I advise them that I was seated in 16B. They still said that the did not have me. I Immediately went to my son's apartment to get the information that I had forgotten there. I hurriedly returned and showed them my confirmation.

They claimed I had left off the J in Jones and it was listed as ONES. That was a terrible day for me trying to return to ATL. I was given a hard time with the staff that checks your bags. I almost missed my flight. And in a HURRY I had kept my son's keys in my purse. Not Knowing this, I received a phone call from my son with this info. I had to ask the Steward to allow me to get off of the plane to give my son the keys. He was so RUDE and of course I was embarrassed tremendously. I spoke with someone on the ground who said that they would give my son the keys. THANK GOD. Again I was very EMBARRASSED. The steward was just not sympathetic or empathetic to my situation. I spoke with a staff after I arrived who did comfort me. Now I do not want to ever get on Delta again and am requesting some kind of refund.

Complaint #2: I admit I must have hit the date wrong on the crummy Delta Website causing a ticket to be reserved for Dec instead of today. It was a shuttle flight which was half empty on the BOS-LGA leg since it was a Saturday (7 November 2009). When I could not get a boarding pass online for the return, I realized that the wrong date was entered. The Reissue clerk (who would not even listen to my explanation without babbling on about the change fee of 150.00 per person, which would have cost an additional 300.00 for two uf us) simply refused to hear any plea EVEN IF THE PLANE TODAY WAS HALF EMPTY. I admit it must have been partially my mistake and partially their website mistake but come on 150.00 to change a ticket for the damn shuttle on a weekend.

AirSafe.com Responds
Always check and double check the information on any ticket order, especially the name, date and time of travel, flight number, departure airport, and destination airport. Especially important is your name since it must match the ID that all adults need in order to fly (while minors are not required to have an ID for domestic flights, it is a good idea to carry one if they have it).

Unfortunately, if you don't follow the airline's rules, you are at their mercy when it comes to things like change fees. You can try to talk to a customer service supervisor at the airport, but if that doesn't work you, then you are likely out of luck.

As for the rude flight attendant in the first complaint, it is unlikely that that passenger will get any compensation. However, rudeness should not be tolerated, so if you have a chance, talk to the head flight attendant on the plane, or a customer service supervisor on the ground.