Korea customer complaint resolution plan

 

This plan is filed in accordance with the Republic of Korea Aviation Business Act Art 61, Enforcement Rule 64, and governing United's responsibilities for compensating affected passengers impacted within the scope of this legislation. This plan is part of United's overall commitment to the Customer and we invite our Korea customers to submit all forms of feedback to our Korea Customer Care Center regarding their experience on United.

Legislated scope of coverage

  • Cancellation or delay of transportation by the air transport service provider1
  • Loss or damage to checked baggage
  • Oversold flights
  • Delay of ticket refunds
  • Misconnections due to airline’s failure to post correct boarding gate/flight information, etc.
  • Frequent flyer mileage not credited due to airline's error
  • Mileage expired without prior notice from the carrier2
  • Boarding difficulties for mobility challenged passengers due to absence of proper facilitation equipment as defined in the "Act on promotion of the transportation convenience of mobility disadvantaged persons," Article 2-7

Operation of United's Korea Customer Care Center

  • Assist customers with travel concerns
  • Receive customer complaints
  • Listen to the voice of the customer and take feedback

Location

Seoul, Korea

Hours

Monday – Friday, 9:00 a.m. – 6:00 p.m.
Saturday, Sunday and public holidays, closed

Contact Information

Phone:

82-2-751-0300 (English)

02-751-0300 (Korean)

Adress:

Incheon International Airport (ICN)
Gonghang-ro 272, Jung-gu, Incheon
Terminal 1, 2F United Airlines office

Website Claims:

Contact Customer Care

Contact Customer Care

customer.care@united.com

United will acknowledge claims within 7 days of receipt and will communicate all results and resolutions via email within 14-60 days of receipt. In the event the customer and carrier cannot reach an agreement on the final terms of settlement, the carrier may transfer the case to KCA (Korea Customer Agency) for mediation.3

Complaint Flow

  1. Passenger prepares and submits an electronic application for complaint resolution.
  2. Carrier acknowledges application and assigns a case number.
  3. Carrier investigates the cause of complaint, which may take up to 60 days1 based on the situation.
  4. Carrier reviews the claim in the context of its published contract of carriage, Mileage Plus Rules, Montreal Convention, and any other related laws or regulations (where any of the foregoing apply).
  5. Carrier notifies the passenger of the results and terms of settlement, if appropriate.
  6. If Passenger requests an appeal, Carrier transfers case to Korea Consumer Agency for mediation.1

Footnotes

  • Not applicable if damages were caused by circumstances outside UA's control, including but not limited to: weather, flight or crew connections, unexpected maintenance to ensure a safe operation, airport operating conditions beyond the carrier's control, or force majeure (defined as meteorological or geological conditions, acts of God, riots, terrorist activities, civil commotions, embargoes, wars, hostilities, disturbances, or unsettled international conditions, either actual, anticipated, threatened or reported, or any delay, demand, circumstances, or requirement due directly or indirectly to such condition; any strike, work stoppage, slowdown, lockout, or any other labor-related dispute involving or affecting UA's services; Any governmental regulation, demand or requirement; any shortage of labor, fuel, or facilities of UA or others; damage to UA's Aircraft or equipment caused by another party; any emergency situation requiring immediate care or protection for a person or property; or any event not reasonably foreseen, anticipated or predicted by UA).
  • MileagePlus Rule 10 governs: "Any member who fails at any time to engage in account activity for a period of eighteen (18) consecutive months is subject to termination of such member's membership and/or forfeiture of all accrued mileage as of the last day of the 18th month. Activity includes (without limitation) earning flight miles on United or earning or redeeming miles with a MileagePlus partner (as defined in Rule 12), redeeming miles for award travel, buying miles or transferring miles."
  • If the Carrier is not able to resolve a case within the statutory period or if a settlement cannot be reached and an appeal is requested by the air transport user, the Carrier may transfer the claim to the Korea Consumer Agency in accordance with the Framework Act on Consumers.