Low-cost Carriers
It has been found that the damages to customers of non-Korean low-cost carriers (LCCs) is rapidly on the rise. The Korea Consumer Agency announced on February 26 that a total of 296 complaints were submitted by LCC customers last year, increasing 148.7% from a year earlier.
In particular, the number surged from 33 to 209 for foreign LCCs, whereas it increased by just one from 86 when it comes to Korean LCCs.
By airline, the Philippines’ AirAsia Zest recorded 34.88 damage reliefs per 100,000 customers, followed by Peach Aviation (9.73) of Japan, Air Asia X (5.39) of Malaysia, and Cebu Pacific (2.78) of the Philippines. AirAsia Zest was subject to suspension of business for five days from August 17 last year due to technical failure, safety rule violation, etc.
Non-transport and boarding delay accounted for 63.1% of the complaints, while excessive ticket cancellation charges and refund refusal took up 29.7% and boarding failure caused by misinformation was 6.2%. Only 30 out of the 209 customers could reach contract cancellation, refund, or compensation.